August 7, 2007This Week: Don’t just talk about the bad stuff
You’ve heard that people are far more likely to complain about a bad customer service experience than to acclaim a great one. That’s why, after having shared a bad experience with QuickBooks a month ago, I want to share a highly positive one recently.
My team has been setting up our new shopping cart and trying to integrate it with our accounting systems. We spent countless hours on the phone with Kick Start shopping cart, Authorize Net merchant services and QuickBooks customer service. Everyone insisted that the problem was with the other company …until we found Dan at QuickBooks. Dan grabbed hold and is not letting go until we get our problem completely solved. So to set the record straight, I want to let you know, exceptional customer service is alive and well at QuickBooks.
If you have had an exceptional customer service experience, pass yours on too. And the next time you decide to report on a bad experience, ask yourself if you’ve earned the right by spreading the word on the good ones.
August 7, 2007Poison Phrase of the Week: For that reason
Note to my literal readers, or “Reflectives” – this is not a Poison Phrase in all circumstances.
I helped a client write a letter this week to a colleague she was having trouble communicating with. I respected her reasoning for using email to make her point, but I recommended she be more conversational.
It’s interesting how casual communicators can “get into their heads” and become stiff and formal in writing – even in an email. Just having a few phrases translated into casual language helps people change their overall tone.
For example, I changed
- for that reason to
* that’s why.
The result? An email that balanced heart and mind and invited the recipient to respond in kind.
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August 7, 2007Ask Meryl: Interview weakness question
Interview weakness question
I have an interview question, one which doesn’t seem to fit the interview. What are your weaknesses and why have you left the place you are now?
Meryl Responds
That depends on the situation…
As far as the weakness goes, if it was me, I’d say I don’t spell well, and despite my best intentions and efforts, I still send things out with errors. I’d say that because it’s true, and if that’s a deal breaker, I’m not the right person for the job. Hopefully your weakness is one that you can work around.
Why you left the job – I’d imagine there’s a positive in the real reason somewhere. I’d tell the truth, but in a way that implies either 1) there was a problem that was situational and not a fatal flaw in you, or 2) there wasn’t a problem but it wasn’t a match and you believe the new position would be because (specific reason).
You could also consider the interview as a two way discovery process where you’re making sure it’s a fit for you, rather than approaching it like you need to do all the selling to them. So whatever the reason you left, be diligent to make sure this situation is different.
August 7, 2007Shell-Shocked
Roy apologized to Jenny for his verbal attacks during a negotiation the week before, yet Jenny wasn’t ready to reengage. She wasn’t sure why, until she found the word that best described how she felt. She told him,
I still feel shell-shocked.
The right word to describe an experience not only helps the other person understand, it helps the person having the experience figure it out too.
I am creating the beginnings of an emotional vocabulary list and would love your input. My early beginnings are here. http://www.speakstrong.com/articles/speak-strong/emotions.htmlAdd your own in comments.
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