In your job, you may be challenged by weird customer service requests. While unusual, they give you an opportunity to strengthen your problem solving skills.
While preparing to speak to a chapter of The Club Management Association of America, I learned of one of these challenges from an attendee.
The general manager of one of these large private clubs told me about the time, when a member became an ongoing distraction, over bowls of mixed nuts. At the time, pre-Covid19, the club would put out the nuts throughout its clubhouse, as an amenity.
The member believed the mixed nuts did not feature enough cashews. Every day, he would look for the General Manager to express his dissatisfaction:
- “Why don’t you have more cashews in the nut bowls?”
- “Would it kill the nut people to get some more cashews?”
- “You gotta see there aren’t enough cashews in there.”
Over time, the complaints became a growing distraction during busy days. The General Manager decided it was time to act. He sent one of his employees to Costco and ordered them to come back with the biggest bag of cashews they could find.
He then made sure every nut bowl was topped off with a scoop of cashews. As a result, the complaints about the cashews ended.
While you may not have a cashew crisis on the job, certain problems will drive you nuts. Consider these tips to help you satisfy weird customer service requests:
Ongoing Complaints Add Up
Beware of little problems that lead to ongoing complaints. They’ll take up an increasing amount of your time.
The solutions may require more effort than you think is warranted but addressing the issue, takes it off the table. The time spent listening to the same complaints could be invested in more important things.
People Want to Be Heard
Inside all of us is the need to be heard. It’s a powerful feeling because we feel that what we think is important.
From your perspective, the comments may not actually be important or actionable but the need to be heard still exists. By acknowledging the situation, you’re giving the customer a little victory.
Solving the problem may be impossible but people will be more receptive to a dead end if they feel their concerns were heard and acknowledged.
Is It About Something Else?
The person who is complaining may be dealing with some big problems and they’re looking for a sense of control in their life. Suddenly, your small issue becomes their life focus, like a life preserver in open water.
Other times, they may be complaining about something little but are actually worried about something big. You may have raised prices and the person may be nervous about whether they can afford to pay them.
But instead of taking about the price issue, which could be embarrassing, they focus on something else that can justify what they’re feeling.
In either case, see if you can ask some questions that can reveal what’s really bothering the person. My old TV news question, “Anything else?” works well to draw out things people want to say but don’t.
Are They Right?
While you may not be a supervillain, it’s worth considering whether you may be the bad guy in this situation. Sometimes the vocal complaint you hear may represent the silent thoughts of others.
Consider whether the other person has a point. Their method of delivering feedback may be annoying but does it shine light on an uncomfortable truth?
Also, if you’re encountering a frustrated or rude person, did you create some of that unhappiness? For instance, with phone support, experience the customer journey to see if callers are having to go through endless prompts and holds. They may create a frustration multiplier.
The system you set up years ago and forgot about may no longer serve your needs.
Your Big Picture
You may manage employees and have no interaction with customers. Do do these tips apply to your world?
For leaders, your employees are your customers. Keeping them happy and engaged is your responsibility. And their success ultimately drives yours.
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