The 3 R's to Handling Customer Complaints

Every organization receives complaints. The key is turning a complaint into win-win situation.

Too often employees and managers take the client or customer’s complaint personally and get defensive. It would be better if they took the complaint professionally and look at the complaint as an opportunity to fix what went wrong and if possible keep the customer. The second reason is to take an action that would prevent that sort of problem from reoccurring in the future with other customers.

The first R in my formula stands for the word RESPECT.  It is critical that you show respect to the customer.  You can do this by listening and letting the customer vent their feelings and frustration. The longer you are able to listen, the better. Use cushion statements to ease the frustration level of the customer.  A cushion statement is anything you say or do that shows the customer you empathize with their concern. Some examples would be: “You are right to feel concerned” or “That must be frustrating”.

The next R stands for the word RAPPORT. You can develop rapport with the person by sincerely apologizing for any trouble that was caused by the person who experienced the problem. One way you could say this is: “Mr. Jones, I want apologize for any trouble this has caused you”. Then thank them for bringing this concern to their attention.

The third R stands for RESOLVE. Here is where you resolve the situation to the best of your ability. One question you could ask is: “What action would you like us to take?” Many times the complaining person’s idea of a resolution is much less than you would think. The key here is to take action and if possible, resolve the problem.

By following this three step process you will be able to use your customer’s complaints to strengthen and grow your business.

By Tom Borg ©2013

Tom Borg Consulting, LLC., is a consulting group that specializes in outside the box strategic planning, leadership training, team building, and customer culture transformation, for public school systems in Michigan and the United States. For a free 30 minute consulting session or for more information please call 734-404-5909 or visit our website at www.TomBorgConsulting.com

Put Healthy Humor to Work in Your School System

Have you ever noticed how laughter can make for a more productive and healthy business or school system? It seems that when people are able to laugh with each other, they are happier, and more motivated to do the things necessary to make their establishment a better work place. Students and parents are served more completely, and in turn, are more satisfied with the school system. A positive upbeat atmosphere that greets the customers or clients each time they call or visit, positively affects their mood as well. Generally speaking, people like being part of a school system and interact with others who like themselves and like their place of work.

When laughter goes out of an organization, it becomes a place where people abhor coming to work, and the organization starts to die a little bit. If you are a public school administrator, it is up to you to set the pace for your employees and the people you serve.

If you are an employee, it is important to bring a sense of healthy humor and laughter to work. One of the number one reasons people work for a school system is they like the other people with whom they work.

Whether you are a superintendent,  principal, teacher, bus driver, food service employee, maintenance person or some other employee, here are four ways to use laughter to improve the work environment in your organization. First, set the example; look for opportunities where healthy humor can be used. Many times it is poking fun right at yourself, it could be something you said or did. It could pertain to a particular situation you found yourself in, or how you handled it.

Next, don’t inappropriately poke fun at others that put them down, make fun of their religion, or their physical looks. No one likes to be the butt of a joke, because it can cause them to feel embarrassed or self-conscious.

Mike Brown suggests, “Signal a laughing opportunity through your words, actions, and tone. It’s also a good practice to give people “permission” to laugh in the workplace.” Many times you have to give others permission to have a little fun on the job. Some leaders believe you should simply put your head down and work all day long. No casual conversation or laughter is allowed in their organizations. This is a mistake. When people cannot indulge in some light kibitzing and joking, it makes for an environment that can be extremely depressing. Most people will not want to work in this kind of environment for long.

Finally, use humor to diffuse tension. Done appropriately, it can communicate to others that there is life after a work crisis, and that this wasn’t the first problem, and certainly won’t be the last. Life goes and so will your school system.

For more information on how Tom Borg Consulting, LLC can help make your school system more successful please contact our office at 734-404-5909 or visit our website at: www.TomBorgConsulting.com

The Power of Answering the Telephone Properly

Have you ever called another business or organization and heard something like this,
“ABC Company.” That’s it, nothing else. How did it make you feel? Probably not very welcome.
Yet, this type of a response is repeated day in and day out all across the country.

When it come to differentiating your public school district as one that is exemplary, the telephone is the place to start. It has been shown that your callers are forming an opinion of your organization based on the way your telephone is answered within the first six seconds. That opinion can be a positive or a negative one. If it is the latter, don’t expect to make the kind of an impression that will lead to attracting new students or retaining the ones you already have.

The main reason the telephone is answered in a positive or a negative way in school districts is because of what leadership will tolerate. The superintendent or principle is responsible for making sure that the telephone is answered properly each and every time it rings. If leadership makes it a priority it will be a priority.

Here is simple format to use when answering the telephone. 
“Good morning, ABC Public Schools,  “This is Mary. How can I help you?” A variation of this is
“ABC Public Schools, This is Mary. How can I help you?” The difference between the two examples is rather than using the words “good morning”, the person answering the telephone can use his or her voice inflection to communicate their greeting.

Please note, it is critical that the person answering the phone identifies themselves by giving their name. Your parents and community members want to know there is a real person answering their phone call and not some nameless entity. By having the employee give his or her name to the caller, it demonstrates the desire to be personally accountable to satisfy that person. Your parents or community member like to know that if they need to call back about this particular concern, they will know a person on a first name basis who is familiar with their situation.

By making sure that all of your staff at each one of your schools uses this simple formula on a consistent basis, you will maximize the way you communicate your school system’s professional image. It will be a constant reminder to the people you serve, that you and your school system are committed to excellence, and stand out from the rest.  

For more information on how Tom Borg Consulting, LLC. can be a speaker for your next in-service day or consult with your school district to help it attract and retain more students please contact our office at 734-404-5909 or email our office at TomBorg@TomBorg Consulting.com

Learn to Disagree - Agreeably

Anytime you are working with one or more people there is room for disagreement. Since everyone is unique and has had different personal and professional experiences in their life, it is normal and natural to expect differences of opinion when working together on a project or assignment.

The key here is not to take it personally, but to take it professionally. In other words, the goal is to look at the situation where there is disagreement, and see how both perspectives can possibly be combined to create an even better solution. In other words learn to disagree - agreeably.

What this means is getting your ego out of the way and being able to be more objective when working towards a solution. It might mean that your approach is not a good fit for this particular project or your co-worker’s approach may not be acceptable. It might even mean that neither approach is correct, and you will have to go back to a discussion and come up with a new solution. Regardless of the final approach, it is going to work out much better if everyone keeps their ego in check.

It has been said “when two people in that work together in a public school district always agree, one of them isn’t necessary”. To think that a certain way of doing something is the only way is not only myopic but foolish. Like I mentioned earlier, the main thing to remember when working with others is that it is ok to disagree, just do it agreeably. A true professional is one who sees the big picture and works toward creating the best solution using the proper amount of input from others.

So in summary, keep your cool and don’t take differences of opinion personally. The result will be a more productive and harmonious work environment.

For more information on our services for your public school district please contact our office at:
734-404-5909 or email us at tomborgconsulting.com or visit our website at:
www.tomborgconsulting.com

Charter Schools - How to Help Your Staff Think Positive in Your School District

A number of years ago my wife and I attended a Detroit Tiger baseball game. We sat in the left field section just far enough back from the fence that we had a clear view of the field. In the third inning a little old man walked up in front of our section and said, “ Alright everybody, we’re gonna do the Wave.” I said to Elizabeth, my wife, “what’s this guy doing? Does he think he can get all of us to actually stand up and do the Wave?” I would soon find out. This spunky little guy was determined. He launched into his shtick. He went on to say, “That’s right everyone, if you just work with me, eventually we will get this entire stadium to do the Wave.”

I commented to Elizabeth,  “This I’ve got to see.”

Then he continued his routine and said, “Alright here we go. Ahh one, ahhhaa two, ahhhhhaaa three!” and approximately 13 kids jumped out of their seats, waved their arms, giggled, laughed and then sat down. Well, I thought to myself, he had just failed. And now he would just give up and walk away. But, he didn’t. He kept cheering the crowd on to do it again and again. After several attempts, much to my surprise, he was able to get the entire stadium of about 30,000 people, including my wife and I, to do this thing called the Wave. Needless to say I was totally impressed.

I said to myself, “This is a man I must meet.” A few innings later I saw him near a hot dog stand and walked up to him and introduced myself. I then asked him how he able to get the entire crowd to do this thing called the Wave. He went on to explain that he believed when he was able to get  fans to cheer for, and support the home team by doing the Wave, the players performed better. When the team played better the crowd enjoyed the game even more. It created a win-win situation. He went on to tell me that when he walked into the stadium, he knew exactly the results he was looking to attain and he added, “I’m just crazy enough to do what it takes to get those results.”

I learned something that day about life. I learned that was if I wanted to truly get the results in my life that make a difference, I must be determined enough to do what it takes and persist long enough until I get those results.

How about you? Whether you are a superintendent, principal, teacher, bus driver, food service employee, school board member or any other staff person that works for your school district, are you determined enough to do what it takes to create a positive mind set of delivering service to your students and parents? If you are, good for you. If not, why not? What do you need to do to change your mind set?

One key to breaking a negative and pessimist mind set is to look around your school district and  become a detective to discover what is positive and good. Look for what is going right. What are some of the things for which your team can be proud? List a few of them here.
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Tom Borg Consulting, LLC.,  is a consulting group that specializes in student attrition,public school consulting, strategic planning, leadership training, team building, and customer culture transformation for public school systems in Michigan and the United States. For more information please call 734-404-5909 or visit our website at www.TomBorgConsulting.com

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Publics Schools Consulting, MI - 3 Keys to Keeping a Productive Attitude

Here are three keys to being more productive at work and at home.

1. Avoid the “I’ll be happy sometime syndrome.” In other words people who suffer from this malady are thinking that a better day will come when something in the future happens. For example they will be happy when:
•    they get a raise
•    spring finally arrives
•    they have their first child
•    their child starts school
•    their child finally graduates from college
•    when they go on vacation
•    when they retire

My point is, these people live their lives on “some day I’ll”. They  are always complaining about the present moment, and therefore, not capable of living in and enjoying the present moment.

2. Next avoid associating with members of the “Chicken Little Club”. These are the card carrying, dues paying bringers of doom and gloom. They will tell you about all the things wrong with your school system. They will go on and on about how bad things are, and how bad they are going to get.

3. Finally, remember there is no Lone Ranger coming to your rescue, but there are Tontos. What I mean by that is, there are people who will help you overcome the challenges your school district is facing. Tontos could come in the form of individuals on your team helping each other. It could come in the form of outside consultants that you hire. It could come from the business community. Tontos could come from a number of different places. My point is, there are people willing to help your school district,  but, no one who will just take away all you problems. 

Tom Borg Consulting, LLC works with public schools to help them increase student retention and

minimize student attrition. They do this through their consulting and training programs that  create better internal and external communication and a  more dynamic service culture. For more information on our services please contact our office at 734-404-5909 or visit our website at www.TomBorgConsulting.com

Public Schools Consulting - Keeping a Postive Sevice Attitude in Your School District

When it comes to sustaining a PSA, one thing for sure, thinking BIG is a lot better than thinking small. If you expect good things to happen and do what it takes to make them happen, chances are good things will have a much better chance of becoming a reality.

Many times what prevents a school district team from creating and sustaining a PSA environment is the individuals that play the “blame game.” One person from one department, looks at someone in another department and blames them for creating problems in their department. As a leader you must remind your team that “it’s not who is wrong, but what is wrong, and work together to find a solution to fix it.”

Tom Borg Consulting, LLC works with public schools to help them increase student retention and minimize student attrition. They do this through their consulting and training programs that  create better internal and external communication and a  more dynamic service culture. For more information on our services please contact our office at 734-404-5909 or visit our website at www.TomBorgConsulting.com