Look, things don’t always go as planned. Mistakes happen, orders get mixed up, and misunderstanding will inevitably arise. It’s a fact of life. To err is human, and all that. What matters most, however, is how we handle these situations—especially in front of customers. We’ve often spoken out about the importance of not making excuses, but just as importantly, it’s critical we don’t blame our coworkers. It’s unprofessional and erodes the trust customers place in us.
In his recent article, “Don’t Throw Fellow Employees Under the Bus,” Shep Hyken recounts an incident where he and his wife were at a restaurant when their order came out with the wrong side dishes. Naturally, he expected a simple solution, like the server would just bring out the correct side dishes separately. But instead of handling the situation professionally, the server began venting her frustration about the kitchen staff, complaining that they make mistakes like this all the time. What should have been a swift apology and a correction turned into a giant mood shift, souring the entire vibe.
Customers Don’t Want to Hear It
First, let’s just state this plainly: customers don’t care about your internal frustrations or even which individual is specifically responsible for a mistake. When customers walk into your business, they expect professionalism. They want to feel confident that they’re in good hands. And when employees start blaming each other, the result is doubt. If you tell a customer that your teammates are unreliable, why would he or she trust your business at all?
Customer Service is a Team Effort
No matter your role, customer service relies on teamwork. In the example that Hyken mentioned above, the server should have remembered that her job is just as important as the kitchen’s, and if one area falters, it’s up to the team to come together and fix it. When employees point fingers, they’re not just blaming coworkers—they’re saying they care more about the blame game than they do about the customer’s experience.
Take Responsibility, Even When It’s Not Your Fault
Again, customers don’t want or need to know the behind-the-scenes details of why a situation went wrong. When you represent your company, it’s far more important to own a problem and focus on solutions. Instead of blaming others, say that you apologize for the mix-up and that you’ll make sure it gets fixed right away. This kind of response maintains professionalism and reassures the customer that their needs are prioritized.
Build Each Other Up
One of the most important things you can do in a stressful situation is to support your teammates. When a coworker makes a mistake, focus on making the situation right together. Not only does this demonstrate your own professionalism, it also fosters a healthier work environment. Instead of giving into frustration, concentrate on solutions. And don’t forget to recognize each other when you pull together. Don’t just wait for managers to offer you praise. Praise one other! Don’t hesitate to thank a coworker when he or she helps you out of a bind.
Key Takeaways
- First, never forget that you are part of a team. The customer sees you and your coworkers as a unified group. Blame erodes their trust, so keep your internal frustrations just that: internal.
- Take ownership of a situation and make yourself responsible for its solution. Your leadership will build trust with your customers, and it’ll signal to your coworkers that you have their backs.
- Acknowledge each other when you work together to correct mistakes. A thank-you goes a long way towards creating a positive work environment, which will benefit employees and customers alike.
Remember: mistakes will happen. How we respond to them speaks volumes, however, and customers will remember how you handle these situations far more than they’ll remember the errors themselves. Focus on solutions, avoid throwing your coworkers under the buss, and never forget that when the team wins, everyone wins.
Do you want to help build up your company culture to handle whatever adversity comes your way? Are you interested in some kind of employee recognition/reward program that goes beyond sales stats, one that recognizes all that customer service work you do? Then you should talk to your managers about working with a customer-service consultancy like The Brandt Group. We not only offer mystery shopping services that’ll help recognize your hard work, we also offer employee feedback tools so that you can anonymously tell your managers what areas the business needs to improve. Let’s work together to forge a company culture that you and your teammates can be proud of, the kind that’ll lead to many more years of success.
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