Thriving Under Fire Blog

Hearing the unspoken request

Posted by John Faisandier on Mar 24, 2014 1:04:45 PM

Another missed moment at the luxury resort which said they were ‘all about YOU” 
The housekeeping staff were very friendly and pleasant of course. When my wife mentioned to the cleaner that there were bits of white fluff on the carpet from something we had dropped she replied "Don't worry, I'll give it a good vacuum when you go".

If she was thinking "It's all about YOU" she would realised that my wife mentioned it because it concerned her, even though she did not ask directly to have it removed. If the staff member was really tuned in to being ‘all about YOU” she would have quickly brought the vacuum cleaner in and fixed it in one minute. Instead we spent the next two days with rather dirty carpet. It wasn’t all about us at all.

Not all feelings or emotions get expressed openly. It is a real challenge to understand that when someone says something to you there is a reason, even when they don’t make that reason explicit. Great customer service picks up on what it is the customer really wants and delivers.

First posted by John Faisandier on 17th January, 2013

Topics: customer service, Emotion, Upset People, Listening

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