Step Three:


Leverage Calm and Empathy When a customer, client, or guest reaches an inaccurate conclusion, responding with patience and understanding can make all the difference.


Listen Actively: Before jumping to solutions or defenses, take a moment to listen to the concerns. “You haven’t seen a single buffalo in three days? Tat is a surprise.” Tis simple act can often diffuse heightened emotions.


Empathize with Teir Perspective: Put yourself in the other person’s shoes. Even if expectations seem misplaced, understand that the feelings are valid from that person’s viewpoint. “It’s never fun to think something is going to happen, and then it doesn’t.”


Clarify Without Condescension: Offer clear explanations without talking down to the individual. “I wish every guest would have the opportunity to see these beautiful creatures. If they weren’t wild animals, they might be more accommodating.”


Offer Solutions When Possible: If there’s a way to address the concern, even if it’s not exactly what the customer hoped for, it can still go a long way. “Our museum does have an extensive exhibit about buffalo. You can visit today or see it online. Also, they have an IMAX film that features buffalo. Although not the same as seeing them live, some angles in the film are magnificent.


Revisit Your Written Promises As a Last Resort: If there is no solution or a limited solution, refer customers to the written statements you crafted in step two. We know the walls are thin, and that’s the nature of a historic property. Tat’s why we asked you to acknowledge possible noise when booking your room. What I do have is earplugs. Most guests have told me they greatly reduce the noise. Would you like to have a pair or two?


Questions to Consider: • Are there common themes in customer misunderstandings that we can address proactively?


• What resources can we provide our team to equip them with the right information and approach?


Te Nuanced Dance Navigating customer expectations is a nuanced dance. While you can’t control every perception, you can influence it through clarity, empathy, and education. Embrace every positive and negative interaction as a learning experience and a chance to enhance your service.


Te journey of aligning expectations and reality is ongoing, but with dedication and understanding, it benefits service providers—and any company that interacts with consumers on any level. And, of course, aligning expectations and reality benefits their clientele.


Kate Zabriskie is the president of Business Training Works, Inc., a Maryland-based talent development firm. She and her team provide onsite, virtual, and online soft-skills training courses and workshops to clients in the United States and internationally. For more information, visit www.businesstrainingworks.com.


Embrace every positive and negative interaction as a learning experience and a chance to enhance your service.


TPI Turf News November/December 2023


131


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