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Archive for the ‘Impulse Control’ Category

Recently, I was in a meeting. Pretty exciting and unique, right? Well, it actually was a productive meeting for PeopleSmarts. We are helping one of our clients adjust to the current economic situation and prepare them for their future. Near the close of the meeting, one of the attendees made a wry comment that somewhat implicating PeopleSmarts as the cause of some of our clients troubles. Mind you, this was our first meeting with said client, so there isn’t much we could have done to help them before that meeting.

Regardless of the intent and accuracy of the comment, I felt a sudden urge to upbraid this individual, but luckily the EQ skill of Impulse Control stepped in first. Merrilee was also there and did a great job to acknowledge the comment, but minimized its ridiculousness by focussing on the future.

How many times have you seen people not control their impulses and it has been a bad situation? How have you used this EQ skill in your life? I’d love to hear about them…

Thanks.

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Last week i was in Chicago’s O’Hare International and ventured into the baggage office, where disgruntled passengers end up without anything to wear tomorrow – literally.  Likely the worst place to work in the entire airport.  You never have a happy customer enter your office.

I watched two different representatives say almost identical words and phrases to the dozens of passengers, but with very different results.  The most effective went something like this:

CustomerA :  “how could you lose my bag!”   I have a meeting in the morning and NEED it!” 

RepA:  “I am very sorry.  (sincere empathy)  The bag did not make the flight (reality).  There is a flight at X:XX time tonight, i will have it to your hotel by 7am.   Here is an overnight kit, discount on future flights, etc…”

The customer did not or could not complain any more.  THe rep did all he could to solve the issue, had explained the reality of the situation and apologized.  The customer left satisfied with the outcome, not happy but satisfied.

A few minutes later i watched nearly the same customer interaction with another individual:

CustomerB:  “how could you lose my bag!”   I have a meeting in the morning and NEED it!” 

RepB:  “Sorry.   There is a flight at X:XX time tonight, i will have it to your hotel by 7am.   Here is an overnight kit, discount on future flights, etc…”

This customer’s response “THAT IS UNACCEPTABLE”   and proceeded to scream and yell about all things wrong with the world.

Two things i noted. 

1.  The words between Rep A and Rep B were almost identical.  But Rep A was much more effective and seemed to genuinely care.   Rep B used the script, but did not connect with the customer as an individual. 

2. Each customer a choice in how they would deal with the interaction and the reality of the situation at hand.  While i think the airline rep played a HUGE role in the outcome of the nearly identical situations, Customer B obviously accepted the invitation to have their day ruined by the event.

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