One of the easiest things you can do to provide great service is to show customers that their problem is as important to you as it is to them.

How do you do it?

First, you have to do what you do at a railroad crossing: stop, look, and listen.

Stop what you are doing.

Look at them; make eye contact. Make them the focus of your attention. 

Listen carefully. What is the problem? How is it impacting their life? How is the problem an obstacle?

Once you have done that, respond. “Here’s what we can do…” Ensure they know what you will do, how it will be done, who will be involved, and when everything will happen.

Showing people that they matter doesn’t require a psychology class. Stop, look, listen, and respond with what, how, who, and when, and you will be on your way.

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