How many times today did you use this skill?
I just got off the phone with a client who has an incredible knack for getting me to design “the next level” of work for her customer ambassadors.
And I know that as I put together her next several workshops, I’ll be using one of the lessons I’ve been teaching for as long as I can remember.
People who are customer-facing always have the same question for me. What do I do when I didn’t sleep well the night before or have a headache? Here’s my answer.
Service providers can’t be expected to be nice all the time, to be polite all the time, to care all the time, can they? No —not human ones, anyway.
However, there’s a skill that’s easy to apply to bridge the gap between the times you feel genuinely, and positively involved in your interactions and those you don’t.
I call it acting “as if.” Is a very high-level skill!
What if you’ve had a tough day? Can you act “as if” you haven’t?
Or, if you feel confused about solving a customer’s problem, ask yourself how you’d act if you weren’t confused. Suppose you’ve just heard some not-so-encouraging words from a supervisor about the status of your big project, and now you have to get on the phone with a customer. Ugh.
Can you act “as if’ the interaction with your supervisor didn’t take place, muster faith in your ability to overcome adversity, and go on to help the customer?
You have a headache; can you act “as if’ you don’t?
As a performer, – let’s face it – as a customer-facing person in any role – you WILL be called on to perform when you simply don’t feel like it.
Skilled performers — actors, speakers, service reps, and salespeople — have developed great confidence in their ability to “do what they have to do.” Many know the act “as if” secret.
As a performer and frequent traveler myself, I can assure you there are many times when a delayed flight, a night of fitful sleep in a hotel room, overwork, or a cold or toothache threatens my ability to do my best in front of an audience.
But what are my options? Cancel the performance? Resign myself to giving a bad show? Beg the audience for forgiveness? I’ve never considered any of these acceptable alternatives. With faith in my ability to rise to the occasion, I act “as if” — as if I had a good night’s sleep, as if I were feeling terrific. Very often, I find myself starting to feel just that way.
When I’m nervous, I remind myself how it feels to be at ease —how my voice sounds, how my face looks, how I stand. I try whatever I can to affect that other feeling. Very often, by changing something in my body, by acting “as if,” my mood changes, and then my attitude and state of mind follow suit.
I like to teach this one as “The behind follows the mind.”
Begin right now to act “as if’ you have faith in your ability to succeed as a “performance specialist” and relationship expert. (Of course, this includes taking action, not just harboring positive thoughts.) Remember, if you act helpless, you’ll be helpless.
If you act creatively, on the other hand, you’ll be creative. Acting resourcefully can make you resourceful. Cultivate the habit of acting like a first-rate, best-in-your-class customer-care expert, no matter what your title and it will be so. Remember – we’re all in Customer CARE!
Well said, even if I say so myself.
I remember a night long ago when after a late flight, I stood tall, breathing deeply, pulling my luggage through the strangely psychedelic underground tunnel in the Detroit airport, acting “as if” I was one of those people on “Dancing with the Stars,” getting ready for a big night. I held my head high, hummed a little tune, and thought about “acing” my performance the next day.
The experience was fun. It gave me energy, it stretched the muscles in my body and it put a smile on my face. It simply had to be healthier than schlepping through the airport with my head down and my shoulders bent wondering if I was going to get any sleep.
“Act as if,” is a simple and powerful concept used by people in all walks of life.
I come from the North Shore of Long Island, nearby Oyster Bay –home of legendary singer Billy Joel.
I’ve heard that when Billy was struggling with writer’s block he put on a particular set of favorite clothing – relaxed and easy – went down to the coffee shop where he had successfully written things before, bought the same kind of beverage, and took out his old familiar notebook and pen.
He put himself in the same spot – “as if” the words and music were flowing from his fingertips. And they did.
Because the body and the mind are so connected, he knows that when he puts his body in the same place, his mind will follow.
Where will you find the opportunity this week to act “As if?” I must tell you – I’m having lots of opportunities.
Let me know about the opportunities you’ve had lately to employ this master skill!
If you want to get your whole staff on the same page with the BEST of Customer CARE respond to this email with the words. “The INSIDE GAME of Customer CARE” and I’ll let you know how to get your whole team on board with passion for the customer!
With love and admiration for you,
JoAnna
