As we’ve brought “Who’s Your Gladys?” to publication, we’ve been fortunate to collaborate with several best-selling customer service, marketing and sales authors and experts. Recently, we were contacted by Micah Solomon, an author who has a customer service book – entitled “Exceptional Service, Exceptional Profit: The Secrets of a Five-Star Customer Service Organization” – coming out through our publisher, AMACOM, in April 2010. Micah will be writing a guest blog article for us in the not-too-distant future.
I love reading about customer service. As soon I discovered that Micah had already penned a brief customer service e-book with Leonardo Inghilleri, I went to his website to check it out. Of course, I downloaded it and loved it.
My favorite part? According to Solomon and Inghilleri, ”To assist an upset customer, transform yourself into Leonardo’s Italian mama.” I laughed at the analogy and decided it’s a perfect way to think when you’re dealing with an angry Gladys. (Gladys would LOVE Leonardo’s Italian mama!)
“To assist an upset customer, transform yourself into Leonardo’s Italian mama.”
What would she say when Leonardo was upset? Probably something like this: “Oh my darling, look at what happened. Oh you skinned your knee on that walkway, my little bambino; do let me kiss your ouchie. Let’s watch a little TV. Oh, and here’s some ice cream for you while I disinfect that awful wound!”
Leonardo’s mama doesn’t have to analyze why he’s upset or whose fault it is, she just wants him to feel better. And she might even give him some spaghetti, if she thought it would help.
What if you used a similar mindset with your Gladys? “I’m so sorry that you had to experience that! That is just not right. I’m going to get right on it and get that fixed for you. Is there anything I can get for you while you wait?”
Sometimes little catch phrases like “think like an Italian mama” are exactly what you need to help you remember the keys to exceptional customer service. Watch for them and use them. Put them up on post-it notes in your workspace so you don’t forget and allow your service mindset to slip.
To download your copy of Leonardo Inghilleri and Micah Solomon’s ebook, visit this link: http://micahsolomon.com/free-ebook/ – and watch this space for more word on “Exceptional Service, Exceptional Profit: The Secrets of a Five-Star Customer Service Organization” from AMACOM.
written by Lori Jo Vest on www.whosyourgladys.com
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What a wonderful story/metaphor. Can’t wait to read that book. You guys are generous in sharing from so many sources, and this one is a gem.
Thanks for your comment. We are happy to spread good ideas about customer service excellence practices.
Oh my, you’ve got me laughing out loud this morning Lori!
As I sit here and run through my inventory of Italian Grandmothers (mine and those of my childhood friends) I’d say this is pretty true (that is unless the customer did something dishonest or untruthful and then that grandmother would be taking out the wooden spoon!)
Thanks for some great thoughts this morning. Hope your holidays are Happy – That’s Felice in Italian.
Did I ever tell you that is my middle name? Felice – Named after the big beautiful Italian Grandmother. So when I say “Happy is my middle name” it is actually true.
Buon Feste and Felice Capo d’anno – Happy New Year!