ISSUE 55 ISSN 1712-468
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The Proactive Approach vs. Repairing Damaged Credibility 

Two Recent Events...

  1. I showed up on time for an appointment with my doctor, only to be kept waiting 45 minutes with no explanation other than,  The doctor will see you soon.

  2. My wife and I sat for over an hour in a half-empty restaurant on a mid-week night, waiting for our food to arrive, with no explanation other than,  Sorry it is taking so long.

In each case, I was ready to walk out the door in frustration and never return. Responses from the staff were mere platitudes in an effort to keep me calm. I can tell you it was not working.

I will share the outcomes at the end of this article.

Two More...

  1. A friend rented a movie through Amazon. The next morning when he checked his email, he was shocked to see a message from Amazon apologizing for the poor streaming quality the previous evening and giving him a full credit for the film. He told me there were a couple of places during the show where it paused for buffering, but that did not spoil his viewing. He certainly hadn t complained, yet Amazon on its own initiative tracked the feed quality on behalf of its customers and refunded his money on their own accord.

  2. Then there is Starbucks. One thing I appreciate about Starbucks (after the coffee) is their loyalty program. Not only can you check online to see how close you are to receiving your next free treat, they email when you have earned the reward, they place it directly onto your loyalty card.

What separates experiences 3 and 4 from 1 and 2?

Proactive Customer Service!

Think about what an online movie refund costs Amazon.
How much free advertising for Amazon was generated from my friend's positive blog about their service? (And now I am telling you!)

The same goes for Starbucks.

What does it cost them to remind me I have purchased 15 coffees and the next one is on them?
Again, nickels.

Yet how much goodwill does it create?

Yes, being proactive works in customer service.

In fact, being proactive works in most areas of life.

  • Being proactive in vehicle maintenance ensures you don t wake up one morning to find your vehicle won t start.
  • Being proactive with your health by eating right and exercising helps ensure a longer and more enjoyable life.
  • Being proactive in your finances ensures you will be able to enjoy retirement.

And what about Relationships?

  • Is there a way to be proactive and head off those unpleasant encounters that none of us enjoy?
  • Is there a better way to communicate with your spouse so you can avoid a heated blow-up?
  • How can you ensure your behavior will be perceived in the best possible light?
  • Can you intentionally build your credibility with your clients and co-workers?
  • Is there a way to be proactive in your career search to better enjoy your next position?
  • How can you can be proactive in designing your company s learning model so it really connects with its intended learners?

The list goes on...

  • Do you want to be able to understand someone s motive and present your case in a way that really resonates with that person?
  • Do you want to learn how to best approach a specific customer?
  •  Are you interested in improving the way you lead your team?

At CRG Consulting Resource Group, we take the guesswork out of relationships. Our suite of products is designed to help you deal with people proactively so you can build strong, profitable, and lasting relationships. 

The best place to start is by attending the next 3-day CRG Assessment Systems Certification Workshop in October. You will learn about your M.O. the way you prefer to approach people, time, tasks, and situations. And the CRG model will help you understand how individuals are likely to react to you.

Click here to register.

Let's go back to my experiences...

In the Case of the Doctor's Appointment

  • The Proactive Approach: All that was needed was for the receptionist to advise me when I arrived that the doctor was running 45 minutes late and that four other people were ahead of me. That would have given me the opportunity to decide if I wanted to just sit there or leave to run a couple of quick errands.
  • Repairing Damaged Credibility: I had just finished texting my wife that I would give it another 5 minutes and if he didn t see me, I was going to walk out the door and find a new doctor. Just then, the receptionist called me in. I thought I would be moving to a small room to wait some more but, to my pleasant surprise, the doctor was already in the room waiting for me. He apologized for the delay.

In the case of the Whistler Restaurant

  • The Proactive Approach: They knew their food service was taking longer than normal. All it would have taken was for the server to say there was a problem in the kitchen. As a way of making it better, he could have said our two drinks were on the house or provided an inexpensive appetizer as we waited.
  • Repairing Damaged Credibility: I told my wife we were going to pay for our drinks and leave if we didn t get our food immediately. She reminded me that would not be proper because we had already ordered. Fortunately, our dinners came along right away, the service was stellar, and I enjoyed the best BBQ ribs ever!

Will I go back? Yes. We all have our days when things take longer than expected . . . but if it happens too often, I will find other providers.

Using the simple, proactive approach to a stressful situation
goes a long way to building credibility.

The CRG Assessment Systems Certification Workshop and its proven tools will show you how.

Register now for CRG's October Workshop.



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