one size doesn't fit all

Ditch the script and resolve the issue

The trash pickup was missed. Somehow the truck just missed going through the entire subdivision. When I called, the person I spoke with explained I could just leave extra on the side the following week at no extra charge. Then proceeded to ask me if I wanted to pay the bill that wasn’t due for two weeks.

The challenge with a one size fits all script is it leaves customers confused or angry and puts the employee in an awkward situation. And it results in more time spent because all of the steps must be accomplished. Or more time is spent because the issue isn’t being resolved. The best results come when people are hired who can resolve issues and they are empowered to do so.

How are you ditching the script and resolving issues in your business?

Posted in Customers, Leadership, Strategy.