• About Me
  • Luxury Lexicon
  • Resume

luxsell

~ Sales and customer service in the luxury industry

luxsell

Tag Archives: Coaching

Those Little Things Really Do Count

17 Friday Jan 2020

Posted by Victoria Macdonald in Customer Complaints, Customer Experience, Customer Retention, Customer Service, Luxury, Luxury Customer Service, Luxury Dining, Luxury Sales Training, luxury service, Luxury Talent, Sales Coaching, Uncategorized

≈ 2 Comments

Tags

Coaching, Customer Experience, Customer Service, Luxury, Sales, Sales Coaching, Selling

tea-cup

When you travel as much as I do (over 100,000 miles last year) AND you write a blog about customer service (four years running), you can start to overlook the little things, feel jaded, and think you’ve written just about everything you can about luxury customer service. Then the littlest thing can happen and you’re reminded again how important good customer service is and to appreciate those who go out of their way to provide it.

We’ve all read the stories of luxury hotel staff who have flown across the country to deliver a laptop inadvertently left behind, or the department store that allowed a customer to “return” four tires even though they don’t sell tires. All grand gestures indeed and worthy of acknowledgement. But this post is dedicated to those who serve—perhaps in the smallest of ways—but who take the time to notice what’s going on and who make that small, extra effort to make your day.

This week I was staying at a mid-level chain hotel in Atlanta. It was the kind that offered a free buffet breakfast: self-serve, but with omelets made to order. Let’s be clear, this was not a luxury hotel. Self-serve, plastic cutlery, watered-down juice, some less than healthy breakfast selections. My service expectations were by no means high. As I finished my last bite of toast and was sipping my tea, a young woman approached in a dull brown uniform and asked if she might take my plate. Nothing extraordinary here, but at least she asked and didn’t just grab the plate—and she said the word ‘may’. All standard good service.  But then, without skipping a beat, said “so you may enjoy your tea.” That is, “May I take your plate so that you may enjoy your tea?”

This simple question blew me away. In her unassuming way, she managed to remind me what luxury service is all about. And that’s PAYING ATTENTION! Here’s how her question breaks down and how you can make the format part of your luxury service repertoire. 

Explain Why
When making a request, give the reason why. My server could have simply asked “May I take your plate?” I would have responded in the affirmative, the plate would have gone on its merry way, and I would have left the table feeling I’d received good service. But by letting me know why she was making her request, she grabbed my attention and involved me more deeply in the process.

Make it about me, me, me!
No it isn’t all about me, but when she explained the “why” of her request, she phrased it so it was about my benefit, not hers. She asked to clear the plate, not in order to expedite the clean up, but to provide a nicer environment for me to enjoy my tea.

Make it personal
She noticed I was drinking tea!  I’m a bit of an outlier in the morning beverage department. Most folks opt for a cup of joe to accompany their ham and eggs. I prefer tea. (So much so that I travel with my own tea bags). She could have looked at the cup on the table and simply assumed I was drinking coffee, as most folks do. I honestly would be writing this same post if she’s said “so you may enjoy your coffee” chalking it up to an honest mistake. But she noticed the string hanging off the cup and let me know she wanted me to enjoy my tea.

So what are the lessons learned?

  • Always ask permission (“May I”) when making a request
  • Explain why you’re making the request and why it benefits the customer
  • If possible, personalize the request

Following her example, I took the time later that day to find the manager to let him know about this exceptional employee. He smiled and replied, “I know exactly who you’re talking about.”

 

Overcoming the January “Return Blues”

07 Tuesday Jan 2020

Posted by Victoria Macdonald in Customer Complaints, Customer Experience, Customer Retention, Customer Service, Luxury, Luxury Customer Service, Luxury Sales Training, luxury service, Sales Coaching, Tiffany, Uncategorized

≈ 1 Comment

Tags

Coaching, Customer Complaints, Customer Experience, Customer Service, Jewelry, Luxury, Sales, Sales Coaching, Selling, Tiffany

RTTAs usual, last Sunday’s New York Times featured the Tiffany & Company advertisement regularly found at the top of page 3. This time the  image was of the multi-heart Return to Tiffany (RTT)  bracelet. Seeing as it’s January, I wasn’t sure if someone in Tiffany’s advertising department might have a sense of humor. This particular bracelet, with all those little RTT hearts, and the timing of the ad made me think of all the post-holiday customers “returning” their unwanted presents to Tiffany. Though it’s hard to imagine someone wanting to return a Tiffany gift, it does happen. During my tenure there, we were especially concerned at this time of year about keeping up sales associates’ spirits while ensuring customers still received exceptional service.

Handling a multitude of returns following the holidays can threaten to turn even the best sales associate into a Grinch. Below are some tips to help you avoid the “January Return Blues.”

  • There’s a customer in front of you!
    Here’s your chance to distinguish yourself through your grace and elegance, and ensure the customer remembers you above all the other sales associates they’ve seen today. Being warm and welcoming when handing returns shows how much you value your customers. That in turn, will keep them coming back.
  • You now know what the customer doesn’t like!
    What a great opportunity you have to explore what your customer didn’t like about the gift and what they might fancy even more. Offer some suggestions on items that might they might find more appealing.
  • Suggest ways to make sure it doesn’t happen again!
    Offer options for sharing their “wish list” with a friend or loved one to ensure they receive the perfect gift next time.

If you keep in mind that every return presents an opportunity for you to connect with a customer, you can turn January into your favorite time of year.

Yours, Mine and Ours: Handling Mistakes

19 Thursday Jul 2018

Posted by Victoria Macdonald in Customer Complaints, Customer Experience, Customer Retention, Customer Service, Luxury, Luxury Sales Training, luxury service, Sales Coaching, Uncategorized

≈ 2 Comments

Tags

Coaching, Customer Complaints, Customer Experience, Customer Service, Luxury, Sales, Sales Coaching

ImpossibleC’est impossible! That’s what our hostess exclaimed when my husband and I showed up for breakfast at the hotel we’d booked in Strasbourg, France. She didn’t mean it was impossible to have breakfast, she meant it was impossible for my husband to be there. Yet, there he was – alive and well – and hungry.

(Let me back up a bit. When we had checked into the hotel the day before, we discovered there had been a mix-up in our reservation. Though we booked a double-room for two, the hotel showed only a single room was reserved. The error was quickly resolved and we were told what time breakfast (which was included with the room) would be served.

Now back to breakfast. It was immediately apparent there had been no communication between the front desk and the restaurant regarding how many people from room 505 would be showing up for breakfast that morning. Luckily, it took only a short explanation in some broken French to clarify the misunderstanding, and my husband and I were soon enjoying fresh croissants and brioches.

Yet I kept thinking back to our hostess’ reaction, which had implied that we’d done something wrong. It reminded me of similar customer service situations I’d encountered that had been handled less than elegantly. Certainly, part of her reaction may have been cultural (service in European countries can differ from what we’re used to in the U.S.) Still, it prompted me to share some thoughts on how to handle customer misunderstandings—regardless of whether the customer is in the right or not.

Apologize and acknowledge

It may the customer’s fault—or not. You don’t know yet, so avoid jumping to conclusions. Even if the customer is at fault, perhaps there is something you can do to avoid other customers making the same mistake.  Could you provide clearer directions or put a process in place that will catch the mistake before it becomes a problem? Right now it doesn’t matter who’s at fault. A simple “I’m sorry. Let me see what we can do to resolve this” should work in most cases. (And really, aren’t you sorry this happened?)

Be polite and listen

Your customer is upset—he or she is being inconvenienced or is not receiving an expected service. (You may be inconvenienced as well, but part of your job in customer service is handling problems). Customers may become emotional; they may even become loud. It’s up to you to remain calm and listen. Of course, no one should ever put up with verbal abuse, but I’ve found that maintaining a calm, polite demeanor can prevent most situations from becoming overheated.

Focus on the solution, not the problem

There’s a parable I used to share when I taught a class on problem-solving. It applies here as well and it goes like this: A young woman and her two companions are hiking in the woods. A snake bites the young woman. Rather, than helping the young woman, the two companions spend precious time hunting down the snake. Needless to say, things don’t work out too well for the young woman. What’s the lesson here?  Don’t take time trying to find and fix the cause of the problem while the customer is standing front of you. Instead, focus on what you can do to resolve the situation. You’ll have plenty of time later to track down that snake!

Follow up

Once you have the facts, explain to the customer what happened, offer a solution, and determine whether they are satisfied.

Following are two examples:

“We’re sorry you encountered a problem at breakfast. We sat you immediately so as not to inconvenience you while we researched what happened. After talking with the staff, we realized the front desk had not informed the restaurant of the correct number in your party. We will work with both teams to ensure better communication in the future. We hope you enjoyed your breakfast and we value the opportunity to serve you further during your stay.”

“We’re sorry you encountered a problem at breakfast. We sat you immediately so as not to inconvenience you while we researched what happened. We see that while you desired to book a double-room, you indicated only a single room on your reservation. We will look into how we can make this clearer for customers booking online in the future. I you wish, we will change the reservation to accommodate your additional guest at the appropriate rate.”

It’s not impossible for a mistake to happen. In fact, you can be sure you will encounter mistakes from time to time. But by keeping these points in mind, you can avoid the mistake of not handling them well.

 

 

The Karma of Customer Service

07 Monday Nov 2016

Posted by Victoria Macdonald in Customer Experience, Customer Retention, Customer Service, John Hardy, Luxury, Luxury Sales Training, luxury service, Reflection, Sales Coaching, Uncategorized

≈ 2 Comments

Tags

Bali, Coaching, Customer Complaints, Customer Experience, Customer Service, Hospitality, John Hardy, Luxury, Sales, Sales Coaching, Selling

bali1My husband and I just returned from an extraordinary vacation in Bali. It had been my lifelong dream to visit this enchanting island and experience its unique spiritual and artistic culture. If this were a travel blog, I’d share more about the activities, food and scenic wonders we enjoyed. But this is a blog devoted to luxury customer service. During my stay, I discovered the level of care and attention to detail the Balinese people delivered at even the most humble establishment, met or exceeded my definition of luxury service – and I wondered why.

We were fortunate to have a knowledgeable and friendly driver (he went by the nickname “Smiley”) who patiently answered our questions about the island, its people and its culture. When we inquired about the level of crime in Bali, he responded that it’s low since most Balinese are Hindu and believe in the concept of karma and the idea of rebirth. (Nearly 84% of Bali’s population practice Hinduism). They don’t want bad actions determining their future destiny.

I started to think about how karma relates to serving others and wanted to capture those thoughts for this blog. I had a very simple understanding of the concept of karma (and I still do). For purposes of full disclosure, I did some minimal research on the concept of karma. Wikipedia states that karma is complex and difficult to define. At this point, I don’t presume to have even a beginner’s understanding of the topic. The best I can offer you is my own interpretation of the word and how I think it relates to service. In doing so, I sincerely hope I do not inadvertently misinform or offend anyone.  My sole intention is to share some thoughts on customer service.

Karma is a Sanskrit word meaning action, work or deed. It also reflects how your actions can influence the future. Your actions have consequences. Good actions will result in good consequences, and of course, bad actions bring about bad consequences. Karma is also closely tied with the idea of rebirth, meaning your actions will follow you not only through this life, but also into the next.

bali3Philosophically this means your successes and failures are mostly products of your actions. If you think and act positively, you will succeed. If you think and act negatively, you will bring negativity upon yourself. Now let’s look at this from a customer service perspective. Karma says every action has an equal reaction either immediately or at some point in the future. How can an act produce an effect at a future time far removed from the act’s performance? Perhaps it’s as simple as thinking about cause and effect. Think about how easy it is to ruin a customer’s day. You need only greet someone with a scowl, make them wait, be abrupt, complain about your work, and not thank them for their business. The impact of your rude behavior may stay with them long after they’ve left your store. And the negative interaction certainly won’t make you feel any better.

bali2

One article I read said that karma is like a seed. This, of course, parallels the old adage “you reap what you sow.” What does that have to do with customer service? Well, even if you don’t consider the concept of rebirth, what if you thought about how your every action could condition your future? Would it change how you greet a new customer after you’ve had a long and tiring day? Would it affect the time and attention you pay somebody who simply wants to return a purchase? Would it encourage you try to put a smile on the face of someone who’s complaining? Consider the consequences your actions have not only on your customers, but on you.

If this post is a bit of a departure in tone from those I usually write, I’m not surprised. While in Bali I had the luxury of taking time to relax, breathe and contemplate. I was deeply affected by the magic of Bali. I hope I was able to share a bit of that magic with you and to inspire you to think about the karmic effects of your customer interactions.

bali4

On another note:

I celebrated a birthday while in Bali and as a present my husband took me to the John Hardy showroom and factory – and bought me a lovely bangle to take home! We also scheduled time to visit the amazing Green School and Green Village founded by John Hardy and his wife, and to tour the remarkable homes designed by his daughter, the architect Elora Hardy. I would definitely recommend these destinations to anyone visiting Bali.

Green School
Green School
John Hardy Showroom
John Hardy Showroom
Elora Hardy Bamboo House
Elora Hardy Bamboo House

 

Coach the Coach: A collaborative coaching technique for sales managers

01 Monday Jun 2015

Posted by Victoria Macdonald in Customer Complaints, Customer Service, Luxury Brand, Luxury Sales Training, Sales Coaching

≈ 2 Comments

Tags

Coaching, Customer Service, Jewelry, Luxury, Luxury Brand, Sales, Sales Coaching, Selling

coachA few years ago I headed up a training team for a high-end jewelry brand. We were asked to create a learning initiative to help promote diamond sales. The blended program integrated different learning methodologies including e-learning, videos, webinars, games, support tools and in-store activities. The program required sales management teams to coach their local sales teams through a multi-week agenda. While the initiative did improve diamond sales, it unfortunately brought to light a mistaken belief that our sales managers were good coaches.

We looked for a way to help our sales managers improve their coaching skills. We needed a design that was both low-cost (we had exhausted our budget) and time efficient (sales managers were bogged down with daily operational tasks). In addition, we had other programs running simultaneously and could not afford to invest a lot of resources into designing a formal coaching program. Our solution was to create a program where the sales managers became coaches for each other. Here’s how it worked:

  1. We scheduled 30-minute phone calls with groups of no more than 10 sales managers at a time.
  2. We wrote a few scenarios of sales interactions “gone wrong.” I played the role of sales associate while another team member played the customer (you could also role-pay with one of the callers if you send out the script in advance. Each scenario lasted 2-3 minutes and focused on an issue such as being rude, giving wrong information, or not asking open-ended questions.
  3. Prior to the call, we asked one of the sales managers to role-play as the sales manager in the scenario. Once the scenario concluded, we asked the sales manager to provide feedback to the “sales associate” (me).
  4. After the sales manager finished coaching the sales associate, we asked the other sales managers if they’d experienced a similar situation and how they’d handled it. We questioned whether they believed the sales associate’s behavior would change as a result of the coaching. If not, why not? If so, then why had the coaching been effective?
  5. We encouraged the sales managers to coach each other (hence “Coach-the-Coach”). We allowed this process to happen naturally; our role was simply to guide the conversation back if it went off track.
  6. We spent the last 5 minutes of each call reviewing key learning points and emailed a summary to all participants afterwards. Several sales managers offered suggestions for future scenarios.

One unanticipated benefit of the program was that the groups learned over time to trust and depend on each other for advice. The Coach-the-Coach program proved to be a quick, interactive, fun, and convenient way for our sales managers to hone their coaching skills.

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

Join 353 other followers

Feeds

  • RSS - Posts
  • RSS - Comments

Archives

Categories

  • Brand
  • Customer Complaints
  • Customer Experience
  • Customer Retention
  • Customer Service
  • Fashion
  • Fine Dining
  • Helping Customers Envision
  • John Hardy
  • Luxury
  • Luxury Brand
  • Luxury Customer Service
  • Luxury Dining
  • Luxury Fashion
  • Luxury MBA
  • Luxury Sales Training
  • luxury service
  • Luxury Talent
  • Reflection
  • Sales Coaching
  • The Devil Sells Prada
  • Tiffany
  • Uncategorized

Enter your email address to follow this blog and receive notifications of new posts by email.

Join 353 other followers

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

Join 353 other followers

Blog at WordPress.com.

Cancel

 
Loading Comments...
Comment
    ×