The Power of "Yes, And" in Customer Service
Last month, I attended a training session that highlighted the transformative power of "yes, and" over "yes, but" in customer interactions. This simple shift in language can dramatically change the tone and outcome of conversations with customers.
Why "Yes, And" Works
- Builds Connection: Saying "yes, and" acknowledges the customer's feelings and adds a constructive element to the conversation.
- Encourages Problem-Solving: It shifts the focus from problems to solutions, making customers feel heard and valued.
- Improves Reputation: Positive interactions can enhance your facility's reputation, occupancy levels, and revenue.
Practical Examples
- Late Fee Complaints: Instead of "Yes, but that's our policy," try "Yes, and I understand how frustrating that must be. Let's look at some options to resolve this."
- New Customers: For someone new to self-storage, replace "Yes, but renting a unit is actually very easy" with "Yes, and I’m here to help you."
Beyond Customer Service
This approach isn't just for customer interactions. It can foster a collaborative environment in team meetings and daily tasks, turning challenges into opportunities for innovation.
Final Thought
While you can't say "yes" to everything, replacing "but" with "and" can create a more positive and productive atmosphere in all aspects of your business.
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