Twelve Positive Experiences

"You are not only good yourself, but the cause of goodness in others." - Socrates

Did you know that any contact you have with a customer, it takes twelve (12) positive experiences by the customer to overcome just one (1) negative experience they have had? If you think about it, that is an amazing figure. The odds are 12:1, which can be a difficult position for you to start in if you are the next person in line dealing with that customer.

So what happens if you are one of those next twelve experiences the customer has with your company? First thing to remember is that in the eyes of the customer, you are the company.

YOU = YOUR COMPANY

So take responsibility and represent the company in the appropriate manner. You can't hide behind any excuse such as, "I only work here". Sorry, when you were hired at that company a trust was placed in your hands to represent your employer. Now it may be that you have only a certain level of authority. But it doesn't diminish the fact that you are your company at that point in time.

If you can not accomodate the customer, then certainly go out of your way to assist that customer in getting to the right person. Taking just this amount of concern and effort for the customer will go a long way in the customer relationship. Don't be the road block to success, be one of the twelve positive experiences. Every time you pick up that phone and each time you encounter a customer, consider this the first of twelve needed positive experiences.

Now consider your life outside of work at home, at church or at the store. Those you encounter could be considered as just having had a bad experience. Here is your chance to be one or more of the twelve positive experiences this person needs. Understand that lifting others will ultimately cause your life to be lifted up.

Don't Be The One - Be One Of The Twelve