Twice in less than four weeks a quote from Mr. Franklin has been a source of inspiration. At MG’s Foodie QA meeting last month (thank you team Hollins for graciously hosting us!) we started our day with this: “Tell me and I forget. Teach me and I remember. Involve me and I learn.” A great reminder that when we include and engage one another, we can…and do…accomplish so much more.
But, inevitably, we are faced with an unhappy “customer” (guest, client, or even a team member — “internal customer”). In Angry Client? Listen and Keep Your Cool
, there’s some guidance on how to turn their frown upside down (including a second quote from Ben):
1. Attitude: when approached (in person or through email), decide how you will feel — attacked or empowered? YOU get to decide this. Really. These situations are always a chance to prove your value (and MG’s), so decide that you will.
2. Detach: be professional (depersonalize), suspend judgment, and….move to step 3.
3. Listen: someone unhappy wants and needs to be heard…give them that. Keep your entire focus on them, their words, and what’s behind them (even if they’re wrong and even if you don’t understand).
4. Focus: seek that temporary, partial or even total remedy. They are coming to you because you CAN do something to help them (even if it’s just to listen).
here’s the second piece of Ben Franklin advice: “An ounce of prevention is worth a pound of cure.”
Can you say process check? Figure out how to avoid this situation in the future. Is it communication? Is it logistics? Whatever it may be, you’ll find out if you do a process check