Do your customer service policies reflect common sense?
While waiting to board an airplane, we noticed an older gentleman running to make it in time. Perspiration was running down his face and he was obviously stressed. Another passenger asked him, “What happened?”
While waiting to pass through security, there was a woman ahead of him. She was feeding formula to her infant while tending to her 3 year old at her feet. Without warning, a security guard yanked the bottle away from the infant. The baby began screaming hysterically, the woman became frantic and that set off the 3 year old.
All of the security guards in the area and their manager had to have a pow wow to discuss what to do next. Meanwhile all of the passengers waiting behind the woman were merged into one very long line causing much distress among those concerned about missing their flights.
All of this could have been avoided if the one guard had, in a kind manner, asked the woman to step aside with her children and formula. She most likely was not feeding her baby poison. While the guards have an important duty to fulfill, using reason and a touch of empathy to build relationships with passengers for continued harmony will go miles further than creating chaos as what transpired.
What are your policies? Are they consistent with the marketing image you are trying to convey? Are you encouraging repeat business, referrals and testimonials? Are you viewed as the expert in your field attracting new prospects who soon become your clients?
Your policies are a large part of your business development. When implemented correctly with your mindset is focused on logic and helping others, you will easily find the Smooth Sale!
