It’s not just what you do that matters. Sometimes the order in which you do things makes a critical difference. This is true in business, as it is in life.
One example from the world of customer service: When you encounter an upset customer, you can:
1 Apologize to a customer.
2 Hear her out at length.
3 Help her find a solution.
These tasks, in this order, work very, very well. But, alternatively, you might:
1 Blurt out your proposed solution right away, rushing the customer to a resolution
…at which point, any attempt to
2 Apologize and
3 Hear her out
will fall on deaf ears.
Both approaches include the same three ingredients. But the results will be worlds apart.From Micah Solomon – author, keynote speaker, consultant on customer service excellence, sales, branding, and transforming company cultures in our socially connected world.
See Micah in action — including video and free resources — at http://www.micahsolomon.com. Or, click here for your own free chapter of Micah Solomon’s customer service bestseller,” Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.”