Us as leaders/pastors/business leaders all have a common goal, selling. We sell our belief system a.k.a. God, our leadership skills, a particular product. On a recent visit to an unnamed fast food restaurant I had a negative experience. First let me start off by saying I have worked many years in retail sells and direct sells. I say that to say my expectations have come by that which I am willing to give.
McDonald's, how much to expect? Maybe too much. Never sauce, no customer service. What should I expect? And for them to right their mistake I get nothing extra in return to want to come back.
Here's the full story, so I ordered my two McDoubles, Small Fry, and 4 Piece Nugget WITH Sweet 'N Sour sauce. I get home and realize that I...
Thoughts/Challenges: When you have a product to sell/service at your church/salvation/etc and a person is not satisfied what is your response? We must remember to always give 110%. Are we listening to people or only hearing part of what they are saying? In our world we need to show/preach/live out love and guarantee.
What would I do?
- Listen/Attention to Details - I would first have listened to the person to hear the small details. What exactly are they wanting. I would not make generalizations and assumptions. I take pleasure in that it is not my responsibility to assume what people want.
- Attitude - I would make eye contact. I would realize there is nothing else, short of an emergency, that would be more important than the customer at that moment. I would smile and be positive. I would be polite even if I had a bad day, it's not their fault how my day went.
- Humility - I would take the higher road. Apologize and take ALL the blame, it is not any other person's fault. If it was another person's fault I would apologize anyways. Humility says, "It's always my fault."
- Costumer Satisfaction - I would do anything possible to make that person the happiest person in my mistake. In this simple little mistake I would have given a free drink, possibly upsized the fry or changed a 4 Piece to an 8 Piece and smiled letting them know. If possible I would have given them a coupon ensuring them a return visit.