Thank You & You’re Welcome

They’re small phrases that sit front of mind for me often these days.

You see, I’ve been doing some work in customer service recently and I’ve become aware that there is a large number of people out there who think that if they thrown a tantrum, make threats to leave or not recommend someone that they’ll get what they want. They’ll be pandered to and be showered with gifts for their efforts. But why should we reward this behaviour?

I’ve seen the opposite side too. The people whose experiences were beyond comprehension and yet they remain calm and measured and understand that sometimes, these things happen. They don’t expect anything in return and they are grateful for the assistance we can provide.

I’ve seen how customer service representatives on the front line, in-person and over the phone do all that they can to help, only to be met with attitudes of expectation and “You owe me” language.

What we forget sometimes, if we’re having a bad day, or we’re just grumpy that they may well be genuinely trying to help. They may be adhering as best they can to the policies they are meant to stick to while bending over backwards trying to get the best outcome and we lash out. How does that help anyone? If we lash out, we get angry and fuel our own anger which doesn’t make us feel better, it makes us feel worse.

The same goes the other way around too.

I’m not saying you should just accept poor service, not at all. But be clear about what is reasonable and what is not. Be clear when it’s really the company’s fault or their their third party’s fault. Be clear that it may not be the fault of the person in front of you, on the line or in chat – they did not necessarily personally cause the issues you experienced so why hold them personally responsible?

Expressing your frustration need not be an excuse to treat someone badly or to not acknowledge their assistance in any way, shape or form. In fact, it can be easy to express it with dignity for both yourself and the person assisting you.

The point is to remember that we’re all human. So simple manners like please, thank you and you’re welcome should be staples in our vocabulary. We definitely should not be rewarding inappropriate behaviour from fellow humans. We should be treating one another with respect and we should be using our manners. And our reward for that should be our own sense that we have done good in the world by treating people as human beings.

Here’s a simple rule: If you want good service, use good manners.

 

 

 

How to be a Number One A-Grade Client and Why You Should Be One.

 Here’s how to be an A-Grade client (yes, these are based on first hand experience):

  1. Turn up to your appointment on time.
  2. Complete the home reinforcement your body asks for. Home reinforcement is a crucial element of your journey to wellness. It supports the work we do together and the results we accomplish within your sessions. Home reinforcement also ensures that you continue to experience improvement even between appointments.
  3. Be open and honest with me – I’m here to help you.
  4. If you can’t make your appointment on time, call us to ensure that it’s okay if you’re a little late.
  5. If you can’t get to your appointment, call us. Honestly, It’s just plain rude to not turn up. I would much rather you call and cancel than for me to sit around waiting for you when I have a waiting list of clients wanting to see me.Would you just not show up to big important business meeting? No, I didn’t think so.
  6. Remember my name. I don’t expect you to remember the first two times but by the third appointment, I do expect you to know my name and how to pronounce it. A mistake once or twice is fine too but years of getting it wrong and me having to correct you is quite disrespectful.
  7. Please put your phone on silent during your appointment. Please do not answer your phone during your appointment. It’s not only rude and disrespectful of your practitioner, it’s disrespecting yourself, your time and your wellbeing. This one could very well result in you being fired as a client.

So there you have it, turn up on time, call if there’s any issues about attending your appointment, do the home reinforcement, be open and honest with me and re-book when you need to. Pretty simple really.

Why should you be a Number One, A-Grade Client?

As a practitioner, I give a lot to my clients both during the session and afterwards with the research I complete around what they’re trying to achieve. I love my A-Grade clients. My A-Graders are what I would consider my First Class clients. They consistently complete the home reinforcement that tests up in their sessions, they re-book when their body tests up that they should and they’re always looking for ways to improve their wellbeing on all levels. They arrive at each session with new ideas about possible behavioral patterns that might be holding them back and they’re eager to work with me to clear them. They are delightful to work with and as a result, I stay back a little late to see them if they need a later session, I come in a little earlier if they need an earlier session, I keep their preferred appointment times free for them, they always get the first right of refusal when a prime time slot or cancellation becomes available and I’m always happy to squeeze them in for an emergency balance. They get the first class, royal treatment. 

 

 

honouring where you’re at

I received an email from a client today, cancelling her appointment with me and asking me to give her a call to discuss.  It was an unusual occurrence so I called asap to see what they might need to talk to me about.

When they spoke, they mentioned that they were not ready. This is not the first time I’ve received this comment from a client. But the fact that they wanted to reassure me (the practitioner who tends to do all the reassuring) that they got a lot out of the session and that the feedback was positive, they are just not ready to look at some of the issues that were coming up for her during her Kinesiology balance was fabulous.

Now, ordinarily, when someone just doesn’t book back in, or does and cancels, I don’t always get feedback (good or otherwise) so it can be less than easy to not get caught up in trying to work out “why?” or trying to work out how to improve my sessions. When people give me the courtesy of telling my why, it makes me really appreciate them, regardless of whether or not they become a permanent client.

In this particular instance, the fact that they spoke to me first hand and that their reasons (beyond not being ready) were in line with what we were working on in the first place, says to me that they are already making progress. I couldn’t be prouder! Honouring where you’re at is so important and realising that sometimes, you already have the answers (conscious or subconscious) is what Kinesiology is all about.

How are you honouring where you’re at today?

Blessings…
Dana