By Nancy Friedman, Customer Service Expert, Keynote Speaker; President, Telephone Doctor Customer Service Training
Are You a Double Checker?
I am. I learned to be after several things happened where if I had double checked, I would’ve come out ahead.
True story. It’s short, you’ll like it.
“Can I help you?” came the perfunctory statement from what looked like a statue, as I walked into the shoe store.
“Yes, I’d like to see those red pumps you have in the window. 9 1/2 medium.”
Without missing a beat she says, “We’re out.”
As nicely as I could and with a smile, I said, “You haven’t even looked yet.”
She said, without a smile, “Well, I sold the last pair yesterday.”
“Humor me,” I said, “would you please go back and double-check. I really would like them.”
She said, “I would, but I was the one who sold the last pair. I know we don’t have them.”
I said, “Do you go to lunch?” She said, “Of course I do.”
I said, “Did you go to lunch today?”
She said, “Yes.” “So then I ask you again, to please humor me. Go back and double check. Somebody might’ve returned them and put them in the wrong place when you were out to lunch. You never know. Please double check for me.”
Rounding her shoulders down as though it was going to be so much trouble she stomped off to the back room.
About 3 to 5 minutes later the saleswoman comes out with a shoebox under her arm.
With a smile I said, “Would those happen to be my 9 1/2 red pumps?”
She said without a smile, “Well somebody must’ve put them in the wrong place.”
Bottom line, I, the customer, had to be the one to ask her to double check.
Wouldn’t it have been nice if she had said to me, “I believe we sold the last pair yesterday, but you know, things happen. Let me go in the back and double check for you.”
With or without the shoes she would’ve been a hero. First, for at least trying and secondly for finding the shoes. She couldn’t lose.
But she did. She made it hard to do business with. And got written up on LinkedIn.
Don’t be hard to do business with. Make it easy for people to work with you. Be a double checker!
I’m Nancy Friedman, The Telephone Doctor. Thank you.
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