Devoted to customer service and the principles of exceptional customer services

I once went to Carl's Jr. to get a milkshake, but instead of just a plain ole' milkshake, I had a craving for a chocolate and vanilla mix.  I asked the person who took my order if they could make a chocolate/vanilla milkshake, who in turn asked the shift manager - the answer was "No". 

Now, how hard is it to mix two flavors of ice cream?  If anything, it may take 30 seconds more, right?  I would have been extremely grateul...end of story.  But no - the answer was no, which left me in a negative state of mind. Had they given me a reasonable explanation for not fulfilling my request, I would have been ok with it. 

If you say No more than Yes to your customers, chances are, you're business is not going to do as well as the company who always says "Yes".  I can walk into In-N-Out and ask for a Neopolitan shake even though it isn't offered on the menu.  Ever since the "No" incident at Carl's Jr., I've eaten at In-N-Out more than Carl's Jr. 

Now, I'm not saying you should say "Yes" to every little customer request.  If you are a plumber and your customer wants you to fix their car, then that's a little out of the sphere of your business.  However, if it's related to your business, then why not? And even if it isn't somehow related to your business, find a way to be proactive about helping them.  If they ask you if you know any good mechanics, try to find them a good mechanic.

When I worked at the mall, I remember a customer asking me if I knew off the top of my head whether or not the Gap carried tights for kids.  I said that I didn't know, but could definitely find out and proceeded to call the Gap to check if they indeed carried tights. The customer was very grateful. 

Develop that positive, can-do, "Yes" attitude, and I guarantee you'll be more successful in business and everything else that you do in life!