John Tschohl of the Service Quality Institute says the most important question you can ask is: can I help you? Do not wait for a customer or a co-worker to ask you for help. Instead, approach them and ask them if they need assistance. That is important because it not only puts you in the driver’s seat, it demonstrates your willingness to be of service, and service is critical to the success of every company no matter what it is selling.
When you, as an employee, consistently and sincerely ask if you can help a customer or a co-worker, or even a supervisor or manager, you are setting a standard that will get you noticed, and when you are noticed, you will be rewarded. Let every decision you make be influenced by the goal of standing out and moving up. Your reward will come in the form of a satisfied and loyal customer or a co-worker who recognises your commitment to providing help wherever and whenever it is needed.
In many cases, when you offer to help someone, you are stepping outside of your comfort zone. Self-imposed limitations are the biggest barriers to your success. Identify what is holding you back, and then attack them one by one. One way to do that is to look for examples of challenges that successful leaders have faced and overcome and how they did so. Then make their stories your story. You must be willing to take risks.
Believe in yourself. Self-confidence is power. Have confidence that you can, and will, handle anything that comes your way. That might be a customer who is dissatisfied with a product or service or a co-worker who is struggling to meet a deadline.
When you ask customers how you can help them, get as much information as possible so you can serve them to the best of your ability. Actively listen to what the customer is saying. Apologise for the situation and ask the customer how you can solve the problem. Ask for their suggestions and offer others they might not have considered.
And remember this: little things mean a lot. If a customer asks where they might find a specific product, do not just point down the aisle. Walk them down the aisle, show them the product, and ask they if they have any questions about it. Answer whatever questions they have, and then close the sale.
When you ask a co-worker how you can help them, I recommend that you lead into that question by asking how their project is coming along. If they answer honestly and say they do not know if they can meet their deadline, then it is time to ask: can I help you? It is important that you are sincere and that you do not insinuate that you are questioning their skills but rather that you are genuinely offering any help you can to ensure a successful outcome. Become a team player.
When you show that you are willing to go above and beyond to help your customers and your co-workers, you are making yourself invaluable. When you are invaluable, you are indispensable. When you are indispensable, you will move up. And, when you move up, you always make more money.
SERVICE QUALITY INSTITUTE
https://johntschohl.com/
