Here's the scenario:
You are faced with a normal, everyday task, and it requires you to call into customer service and bitch. No one really likes having to take time out of their day to complain, but you have to do it.
So you pick up the phone, run through the automated menu by pressing '0' repeatedly, and...
...you are suddenly greeted by a pleasant voice that says, "Hi, this is Sandra. How can I help you today?"
The corners of your lips lift a little from the deep frown that this phonecall began with. You explain the issue that has been plaguing you for a couple days, causing you to put off the phonecall. Sandra listens, and then responds as if...
...as if she heard every word you said. Sandra neatly dispatches the issue, apologizes for the problems it has caused, and asks if there's anything else she can help you with today.
You say, "No, but could you transfer me to your supervisor?" She sounds uncertain, but transfers you. Now, ten minutes ago, before being blessed with Sandra, you would have told her supervisor EXACTLY what was bugging you, but now, your mood has lifted. The weight is off your shoulders. The problem is solved, and you have Sandra to thank for it.
Thus, you tell Sandra's supervisor how lucky he is to have her. After thanking you, the supervisor hangs up with you and you move on with your life.
Sure, you just took five minutes out of your day to compliment someone, but what have you really done? You very well might have just saved someone's job, you might have given them a monetary bonus, or your kudos may be another note on her permanent record. It may just have been a few kind words from you, but to Sandra, it may make significant improvements in her life and outlook on her position.
I always get comments when I do something like this; people seem amazed that not only would I take the time to give someone props, I would wait on hold to do it. "Why?" they ask...and I tell them that it's simple: It all comes back around. Every good thing that I do for someone else, I'll get back, eventually.
Whether you believe in good karma or not, there's definitely something to this 'pay it forward' mentality. If you could change the outlook of one person during the day, and that person passed it on, and so on and so forth, you could, very literally, change the world. Deep breaths ;)
So the next time you get excellent service or someone dispatches a problem quickly and efficiently or someone goes out of their way to make you happy, take the time to ask for their supervisor and let that super know how lucky they are to have that particular person on staff. It may make little difference to your schedule, but it may make all the difference in the world to the recipient of the compliment.
Thanks for always helping me. I can say for sure that CS here is very good.
I had to deal with Charter Communications today because of one of their new unannounced policies. I got the run around for several hours and still have not gotten a straight answer from them. They have no customer service at all. I was very nice to the person on the phone and I told them I know that they are on tape and cant answer my questions. I understood their job was on the line. I did my best to not get upset with that person. I know that they couldnt really help me. But I also know how ridiculous some companies "customer service" is. Most of these companies could care less unless you stop paying your bill and even then they really could care less especially such as the case of charter when they have a monopoly could really care less.
I know what its like being in this position and I know what its like being on the other end. Its frustrating for everyone. The least you can do is be kind to the person on the phone.
Yes, if a person deserves compliments, this s the best way to reciprocate.
I'm not much of one for charity or volunteerism, mostly because I'm too busy surviving. But it does make me feel good to thank someone for a job well done, especially when they're not used to getting compliments. Great subject. People need to learn to appreciate a job well done.
Hi Claire, You hit 'the nail on the head' with this one. I couldn't agree more!
Thanks for sharing your this story. I had never thought about expressing good behavior to a supervisor before but your right we need to share information that shines the light on people who are helpful and polite.
Claire, good karma and its boomerang effect is very real. I've seen what it does over and over again in life.
Today I called in to complain. After selecting English, entering my account number, my birthday, my birthmonth, and my pin #, I reached Prashkish. Prashkish begins by asking me to confirm my account number and my zip code. After relaying my problem and discontent to him, he tells me I need to speak to someone in billing and not customer service. He places me on hold while I await the transfer.
Amazingly, I did not get disconnected or hung up on during the transfer and Ravinder was pleased to assist me. Of course he can't speak to me until I verify my account number, my birthday and my zip code once more. Ravinder asures me that there is no problem and my account will be fixed by the time my next bill arrives. He tells me just to call in again if there is still a problem 30 days from now.
Then, after 26 minutes on the phone, I get a "thankyou come again" . Hard to say it was a good experience.
If you've ever been in the service industry you know that guests are quick to complain and slow to compliment. As someone who spent A LOT of time in the service industries before embarking on the real estate journey, I know how much a positive word means. THANK YOU, CLAIRE, for reminding us that the little things can make the most difference.
Great reminder Claire. I try to say thank you in person or send a note. I continue to be amazed at the look on a persons face when you say, "Thanks. Job well done." Or if you listen to the tone of their voice - you can "hear" the smile!
Claire~ Yes, it definitely is worth it to take the time to let that person and their supervisor know that they did such a fine job. Too many are quick to complain and take alot of time complaining and won't take the extra time to give the compliments when they are due! Vickie
Absolutely- I ask to speak to supervisors when service is excellent..............just as i do if its not.....;-)
Claire, I love to send a handwritten note to a business thanking them for the exceptional service by one of their employees. I've never asked n the phone for a supervisor, but your post reminded me to do so. Thank you.
Claire, could you please be my advocate and call all my past clients and tell them what a great real estate agent I am? LOL
Claire, thanks for spreading some smiles in the world. It is definitely infectious.
Claire, it feel s good to pay it forward and should be done more often. Unfortunately we have a tendency to thank the person in the trenches privately and bitch publicly. Or said another way, we only ask for the supervisor to complain not praise. Most of us know from business 101 it should be the other way around berate in private build-up in public, have we all lost our senses?
Paying it forward with kindess and a thank you is great carma. You feel good and the recipient of your kindness only wants to help the next person that much more. We all need to hear thank you on a regular basis and so many people forget those two simple, thoughtful words.
I agree with you wholehearedly. It is very important to do reward people for the good that they do. Even if it is just a smile or a thank you.
Claire, I can't remember the last time I got an actual person on the phone. I'm on hold for 48 minutes and then get transferred around so much I've told four people my issues. Ah, the good old days---THAT was customer service :) I'd love a Sandra to rave about.
Claire, it's so easy to complain about someone who annoys you, and forget to praise someone when they do something over and above what you expected. I love to compliment people on the job they do, because I know how good it feels when someone does this! Thanks for such a well-written reminder for all of us. And BTW, I hope your supervisor knows what a great job you're doing at A/R!!
Kudos, Claire. Sometimes people get too busy to remember the niceties in life.
Clair,
Good evening, and Thank you. I am both able and willing to say this for several reasons; Parents, that demanded [showed and deserved] manors and respect. Teachers that cared. Growing up in the 'service/ retail' industry. And lastly~ because I would not ask [or teach] my 10 year old Son anything less.
:) Steven
Clair,
Great post! With things the way they are in our world today a kind word goes a long way! When I call into a company, no matter what the reason, I always take time to greet the person who answers the phone - first I say hello and use their name and ask how they are today! No matter what they ask me I respond in a kind, friendly, greeting manner! It is amazing to me how many people are thrown off their "routine" when you greet them kindly and with real interest! It sets the tone for the call, usually it goes great after that, but I can also tell if the person "doesn't have the personality" be friendly or lighten up a little - and that helps me handle whatever my business is in a more efficient way.
I love to send hand written notes - to friends, clients, and to the lady that gave me a great hair cut, or good service at the dry cleaners. Often times I don't know their response but when someone calls or returns the mail my day is brigthened 10 fold!
It is easier to be friendly and nice ---- and I agree with others, I can be quick to complain so keep the universe in balance I am quick to compliment too!
Thanks for all YOU do!
Nice post. Many escalate complaints, but hardly anyone escalates compliments.
Great Post! KUDOS. You are absolutely correct with your comment "If you could change the outlook of one person during the day, and that person passed it on, and so on and so forth, you could, very literally, change the world." By paying it forward it will come back to you as some sort of a reward. Whether it be verbily or by sending a thank you card.
Jill Klunk, www.buildbizwithcards.com
Great idea. Even though it takes only a few extra minutes out of my day, I don't often do it. Thanks for the reminder.
Thanks for sharing, I'm with you 115%, In the remarks on the listing page, I put "I'm agent friendly" and some selling agents don't get it? When they leave thier business card behind after a showing, I follow up with them, for feedback for props on my listings and If I can't help them, I refer them out to the right hands for ex; another listing 2 blks away, their clients might be interest in..............when I come across a rude agent and bring them to my level of "we"re in the business of servicing people, if we can't collaborate within ourselves. Then you become a disserice to yourself/your business, most of all your home/family!
I used to recuit and I still have green agents calling me to share their successful transaction sales, and they know I'm there to cheer them all the way to the bank!
BLISS IS CONTAGIOUS
LAURA QUINTANILLA
AMEN! My thoughts exactly. I try to always give credit were credit is due. Often we only hear about the times we DIDN'T do something well and not often enough when we DID. Thanks for your article.
Nice post, Thank you. I agree that it is important to practice giving compliments & thank you's daily. I always felt that there is another benefit aside from helping, being courteous or recognizing the other person: it gives me an uplift in spirits too. It keeps me in the service mindset and might make me more receptive to situations where I might be earning that same type of praise from someone that I meet or help during the day. Part of the "Today's Opportunities are my Responsibility & My Choice" mindset I try to keep daily. Enough of my rant, Nice post, Thank you!
Brian Skaar www.vandykfunding.com
Thanks for sharing. I have done that before too. Some people can really put a better spin on your day and they should be recognized-Dinah Lee
Thank you is a two word statment that means "everything" Thank you goes a long way with most of us and should be said more with sincere appreciation .
Portsmouth NH Real Estate
I hope everyone reads your post! So important to acknowledge those who are doing a great job; it's not about "us", but it is about making the world a better place.
Those two words have so much meaning. "Thank you" for sharing that with all of us! I hope you have a great day!
Great reminder, we are always quick to complain may we always be quicker to compliment~~~~God Bless...Kelly
PS. The kid in the photo looks like the "I see dead people kid"...you know who I mean? lol
Hi Claire, I always go to a supervisor when the ( receptionist ) does a nice job of greeting my call or visit. I made a post about it some time ago and it received a lot of positive responses.
Nice reminder, people feel good, and should, when they get some well deserved praise.
Claire ~ I agree with you. If you can take the time to call and complain, you can take the time to call and compliment.
Thanks for reminding us we need to take the time to make another person's day with a kind and positive note.
I once had a 20 minute conversation with an AT&T employee (back in the day when they were still "the phone company").... and while I did call in with a problem, I was pleasant in my complaint, and she was pleasant in her assistance. At the end of the conversation, I said to her "Thank you very much for your help, you've been unbelievably helpful, and you've made my day... thank you".
I got a handwritten note, in the mail, about a week later, from HER supervisor. They stated that they have weekly meetings to discuss their customer service, (don't forget they do say they "may be recorded) and they played-back our call. The woman I spoke with was so grateful to have some acknowledge her assistance and actually say "thank you"... that she brought it up in their "bitching sessions" I guess I had made HER day! ... and the whole group was so "touched" that someone had called with a complaint... not YELLED at them... and then followed up with THANK YOU.
You never know how much your "thank you" will touch someone. And it's very simple to offer, and can mean so much. Just do it.
Claire,
This is just as improtant as providing the client with the best program as fast and smooth as possible. The best L.O. in the world who doesn't take the time to awknowledge good work is the same as the L.O. who makes three times as much money, has tons of deals but only SOME of them close. Sandra not only felt good about herself after being complimented but probably went on to do an even better job than before. It's so nice to know someone else notices you. A five minute email or call and go a LONG way! I love to hear what my clients wish I had done but didn't or what they liked best about working with me. If's sad how few people awknowledge a job well done but everyone loves to share what pissed them off. Is's sad so many people are unhappy with their life but they don't need to bring the rest of the world down too!
Megan Brunn
Hi Clair
Well said, the value of saying thank you is unlimited.
Good luck and success
Lou Ludwig
Something my mother taught me to do at an early age...THANK YOU for reminding all of us of it's importance!
Great reminder Claire. The power of thank you is spectacular. KM
Awesome, Claire. I agree- we should never hold back our praise of people. One of the greatest things in life is being able to encourage someone and make their day!
You are so right, a simple 'Thank You' goes a long way.
A little gratitude can definitely go a LONG WAY!!!
Thank you.
People whine about how arrogant the French are. Go to France and say (in French), Good Morning, good afternoon, good evening, thank you very much, and good bye. You will be amazed that they are the nicest people I have met in the world. It just takes a few words to make one's day.
Hi Claire - I went to a department store once, the store was just getting ready to close, but I needed some suits. The sales lady was great - I grabbed a couple of suits and went to the dressing room - she ran around the store grabbing blouses, accessories, a couple more suits and brought them in. Thanks to her, I managed to get everything I needed in about 20 minutes and spent quite a bit.
The next day, I went back and into the customer service area and asked for the general manager, told her about the excellent service - she asked me to put it in writing and it would go in the salesperson's file. The next time I went in the store, the salesperson saw me. Come to find out, she was a single parent, it was her 89th day on the job and the evaluation helped her pass her 90 day temp status and get a full time position with benefits.
10 minutes out of my life made a difference.
I'm the first one to praise anyone who does a great job or goes out of their way to help but when they treat you like garbage even after you take the nice approach...then they lost all my respect.
Claire,
GREAT, GREAT, GREAT post!!!!!!!!!!!! Life is too short to be anything less than civil to one another. Keep up the great work!
Maryellen
Sometimes it just takes a very long time for it come back around.
Hi Claire -- You are absolutely right and the results are amazing when you do things like this. I try to do this on a regular basis and the goodwill that has bounced back to me has caused more good fortune than the effort I put forth. I hope it creates a synergistic effect that mushrooms, but who knows.
Holy cow - 53 comments! I suppose I should give you all a big Thank You! for taking the time to comment. Paying it forward (yes, that's Hayley-Joelwhateverhisface is in that picture) is one of the simplest things you can do for the world. Even simpler: Taking the time to smile at another person on the street. Smiles are infectious! I've taken to saying, "Have a nice day!" as I get off the elevator or if I talk to someone I'll probably never see again.
Claire, THANK YOU!! I'm sure we should all be thanking for a lot of things, on a regular basis, and we don't - but I'm sure your boss knows you're worth your weight in gold (if not my weight in gold LOL) ... Anyway, I was having the crappiest of the crappiest days today and I was sobbing, when I answered the knock on the door. The mailman handed me a box, and I burst out laughing - while sobbing. I'm sure he thought I was a little cuckoo ... but you made my day. I have my Localism shirt. THANK YOU!!! :)
Claire-Customer service is SO important! It's so much easier to be kind and smile while speaking than to act ugly...and I DO believe in Karma :)
Claire - thanks for the great reminder of treating others as we'd like to be treated. !!!
You're right, it's really easy to brighten someone else's day with a smile or a kind gesture. Now, can I have a word with your supervisor?
Wow, great post! It is hard to believe how easily we forget to say those to easy words. Thanks for reminding me. Congrats on the feature!
Claire, no doubt that good service should be recognized. Most of us become squeeky wheels when it's bad service so why not go the extra mile when our servicer does. The power of thank you is everlasting! Thank you Claire!
Later in the rain~Deb
Good post -- it is so important to say thank you to people and let them know they are appreciated.
Now if we could get them to get rid of the automatic answering maze, we'd inundate them with thank-you's!
Thanks for reminding me that I need to contact the supervisor's supervisor at HP Parts Dept to say THANK YOU. You see, they screwed up an order for a replacement fan on my dying laptop and I desperately needed it on Monday. When it didn't arrive by Tuesday, i had my speech ready for that "low life scum sucking so-and-so" order taker, but she politely referred me to the supervisor who, after so problem solving on his end had the part waiting on my desk Wednesday morning, shipped overnight 8am delivery at their expense. There really is a light at the end of the tunnel!
Claire... this is something that I try to preach often, yet I find myself caught up in my life from time to time. But when you do it, and you actually do it in person, telling a supervisor something good... and then .. let's say that waitress comes back, she is very happy and grateful. And yes, I do believe it all comes back to you. Nice reminder here and congrats on the feature.
Good post. If someone goes out of their way to help me I usually ask their name and write to their supervisor about it. I used to work in a bank and I remember how thrilled I was when the Manager called me in and showed me a letter about me, written by a customer.
I needed this reminder today. Thank you
Two words...five minutes....and you have done at least 2 people...Sandra and her supervisor..a great service...pass it forward...it will come back !
Great post Claire; always try to live by the old saying "Do unto others as you would have them do to you."
Claire,
Oh, such a great blog...as they say random acts of kindness do amazing things...thanks for the inspiration.
Those words def can go a long way. Thank You for posting :)
Claire, first of all, how did you get Sandra in Customer Service to resolve your issue so easily? Every time I speak with the first level of customer service, they can never help with my issue.
My second question is, how did you ever get a hold of their supervisor? Every time I ask for a supervisor, I get some crazy comment that the supervisor doesn't have a direct phone number, and there aren't any available at this time.
Congratulations on your success, and if there ever is a time that I get things resolved, I am the first to compliment and thank them for their efforts.
Hi Claire. You and I are similar in that way. I do the same thing when someone does a great job. People usually only complain or say negative things; this world would be a lot better if people just took a few minutes out of each day to point out positive things and give credit where it's due. Bravo to you!