My focus on personal responsibility kicked in and with the guiding advice of my doctors, I began the journey. So we tried:

• meniscus surgery
• cortisone shots
• orthovisc and synvisc shots
• physical therapy

All resulting in little relief to the pain caused by fluids released in my left knee because of the arthritis. One of my clients suggested Dr. Vincent Russo who is an orthopedic surgeon as I was not satisfied with the bedside manner and customer care provided by the previous two docs.

Learning point for me: customer satisfaction IS critical in today’s world of healthcare beginning with the receptionist, staff, nurses and ultimately the doctor.  Knowing Dr. Russo’s office has a real system designed specifically (or at least it seems that way) for me has lifted an enormous burden knowing I’m headed for total knee replacement surgery in a few short days.

Expand this to your company and group — asking yourself these questions:

1. Are you and your group trained to know the difference between good and excellent communications?
2. Can you build good relationships quickly by applying emotional intelligence?
3. Do you know how to manage anxiety in others including dealing with toxic people and their difficult behavior?
4. Do you and your group take personal responsibility for your choices and outcomes?

There is more to the story with customer service and of course my fun times to come!  Stay tuned…

Cheers, Marsha

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The policies were activated with one condition concerning the Alpine retreat because the risk managers wanted a few small trees trimmed. Receiving the notice right before we left on an eight-day celebration of my birthday still gave us plenty of time to get to the property, trim the vegetation and take pictures of the completed work when we returned June 8th.

Watching television the evening of May 29 in our Maui condo to catch up on the news was numbing. The Wallow Fire had started very close to our mountain community and the very next day the residents were told there was a mandatory evacuation and everyone must leave by 7PM because of the impending forest fire.  We were stunned.

We contacted our agent, Ana Escobedo, and told her what had happened.  She informed us that the pictures of the trimmed trees needed to be received by the previously set date of June 15th or the policy would be cancelled. The company has rules and the Arizona Department of Insurance said Allstate was within the law. Our opinion? They weren’t doing the right thing! Still under evacuation orders from the Sheriffs department, there was no way we would meet their deadline.

Al, my husband, and his attention to detail, caught Ana’s company’s eye as she had passed on the correspondence. Al had sent numerous emails detailing every component of why we couldn’t access the property and included the metal roof we installed along with treating the wood logs a week before our departure to Maui. He included an explanation of how we annually clear the grounds of pine needles and dead-fall after the winters snow.

Ana was focused on getting a positive outcome for us and spent sleepless nights trying to solve our dilemma. She couldn’t get anything done by email or phone, so decided to drive to the Allstate Regional headquarters and speak to someone who could extend our deadline. In route, she received a call explaining that Allstate had reinstated our cabin insurance and we should get the pictures to them as soon as we could! They lived up to their company slogan, “You’re in good hands with Allstate!”

Within minutes, we were on our way to meet Ana.  She told us that the reason she chose this insurance company to work with was because they instilled in their people to always “do the right thing.” And they certainly did!

When you think of your business and as a consumer in today’s environment, ask yourself these questions:

As a Business leader:

1. Do you hire people that have the moral compass to do the right thing?

2. Do you give them the authority to make decisions?

3. Does the company have the right resources and people in place to answer  any  question and solve any problem?

4. Do you make yourself available?

5. Are employees rewarded when they do “Do the right thing?”

As a Consumer:

1. Do you give correct information to a customer service rep that is trying to help you?

2. Do you stay calm and understand the outcomes you can create if your angst             shows?

3. Are you a good listener?

4. Do you ask good questions and dig deep to see what are the possibilities?

5. Do you keep notes about your conversation with names, detail and dates?

Now go do the right thing! (And contact Ana anae@allstate.com if you want excellence in client care for all your insurance needs!)

Marsha’s gift to you and your team: Download Customer Service and Client Care audio program at

http://marshapetriesue.com/customerservicegift/

Marsha’s current topics include:

Decontaminate Toxic People: Without using weapons or duct tape

The CEO of YOU: Leading yourself to success

The Reactor Factor: How to deal with difficult work situations without going nuclear

Platform Power: Presentation skills for the savvy professional

Please contact Marcia Snow, Marsha’s manager, for more information

mailto:MarciaSnow@MarshaPetrieSue.com

Also – Authority Rules free report and you don’t have to leave your name or sign up for anything.  http://authorityrules.com/ – Again, more great information.

How are you keeping up with all the Web 2.0 information?  Any suggestions?  Marsha

Headlines read: Google to Refund Abandoned Video Customers, to the airlines cutting down on frequent flyer programs like Continental Airlines and Delta , create toxic client behavior and difficult people.

Here is the quick and easy solution:

1. Everyone you touch everyday is your customer and that means everyone. From the gardener to the grocery clerk, the doctor to the door attendant and your partner to your parents (this includes your kids), they are all your clients. Now quit laughing. You must hone your behavior and responses to be consistent 24/7. Taking personal responsibility for all your outcomes is the key.

2. It is the perception of the client that is important and yes, the customer is always right. Of course, some people are not a good fit with your services and products so you refer them to someone else that can build a better relationship. That means you may be giving your competitor business. Because of #1, you may lose great clients and employees to higher ground. If an employee perceives that they are not being treated fairly, they will seek another position.

Don’t jump to conclusions. Rather, ask questions that help clarify the cause of the customer’s problem. Continue to dig by asking questions and paraphrasing their responses.

- Don’t use their name too frequently. Think about how you feel when someone does this to you. Their toxic behavior will be amplified if you do!

- If their assertion is well stated and the conversation is flowing, let them finish two or three comments, then paraphrase. Their anger will heighten if you play their words back to them too frequently.

- Concentrate on listening. Beware that in the moment if you are taking notes, typing or doing something that distracts you from the issue at hand, you are not providing the best in client care. I understand that in some circumstances you need to input the information on the computer so just write down the key words and fill in the blanks later.

- Don’t let your mind wander back to a similar scenario you had and how that was resolved. Stay in the moment. There will be some part of their complaint that is unique and you will miss it if you are into recalling the past.

All a Toxic Client wants is…
- Timely service
- Fast response
- Knowledgeable Customer Service Reps
- Advice and counsel when appropriate
- Accuracy
- Consistent service
- Fair pricing
- Courtesy
- Promises kept

Get in control of customer service and client care. It is your job, no matter what your position, how toxic their behavior is, or how bad your day is.

Please visit www.MarshaPetriesSue.com or email at Marsha@MarshaPetrieSue.com. Marsha’s blog: www.DecontaminateToxicPeople.com

As a professional speaker and author, Marsha Petrie Sue is the Mohammed Ali of communicators. She can dance and look pretty, and she uses the entire ring, but she knows how and when to land a knockout punch. Get the smelling salts! Her presentations are charm school with live ammunition. She is the author of Toxic People: dealing with difficult people in the workplace without using weapons or duct tape.
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