Truthfully, I could probably make this post even shorter than the headline/title above. However, since I get paid by the word (don't I wish), I would like to make this point very clearly. I'll give you the two-word answer to this topic at the end of the post.
During our recent trip to Houston, we got on the road later than expected, so I had to plan on picking up my rental car at a different location which was open later, until 7pm. I spoke with the manager and he was very nonchalant about things. I didn't get the feeling that he much cared whether or not I got a car that night or not. Since we have three young kids, my wife needed to have a vehicle of her own so that she wouldn't be stranded at our in-laws' house with them for an entire day.
Traffic was pretty heavy, but we made it to the rental car place at about 6:45 or so. It was small, and attached to a dealership, so I could see their entire inventory of vehicles just outside the office door. I had reserved a "full-size" car, and the manager told me he would "try" to get me something good-sized, but there were no guarantees. So, what was sitting there? What were my two options?
1. Small green compact car
OR
2. Black Jeep Cherokee
I knew it was time to turn on the charm. I entered the office, which turned out to be a room about 6 feet by 8 feet, complete with two very uncomfortable chairs which I suppose constituted the waiting area. There was a very stressed-out looking man with his tie off who looked like he would rather be anywhere but there. I waited patiently while he finished his computer work, then turned to greet me.
This was make-or-break time.
ME: Hi, I'm Jason Crouch. We spoke a little earlier on the phone. Are you Reggie?
REGGIE: Yes, that's me. How you doin'?
ME: Good, good. I'm glad to have made it on time. You're my new hero!
REGGIE (laughing): Well, I'm glad we could help.
ME: You know, I used to run a rental car office myself years ago. It was located in a body shop. Long hours, huh? I remember hating inventory, because I had to work so darn late.
REGGIE: Is that right? Well, I have been here since before 7am. Let's see....
As he turned away to look at the keys on the board behind him, I knew this was the critical moment. Would I be taking the dream, or the dud?
REGGIE: Tell you what, I've got a free upgrade for you tonight.
ME (feigning surprise): Really? That's great! What do you have?
REGGIE: You see that Jeep Cherokee? That's yours.
ME: That will be perfect! Thanks so much for your help. I really appreciate it.
So, what can we all learn from my experience with Reggie a few weeks ago?
-
BE NICE! (that was the answer I promised you above)
-
Throw out a compliment or two. It won't kill you to do so.
Calling Reggie a "hero" was not just an ego stroke - it was the truth! -
Remember the magic words that you learned in Kindergarten? They still work today. Everyone likes to hear "thank you" and to feel truly appreciated.
-
Treat people like human beings, not servants. Even if they are in a service-oriented business (aren't we all?), they are likely just trying to get through the day and they probably mean well.
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Be observant. I knew that Reggie was stressed out and tired as soon as I walked in. This may seem like common sense to some of you, but it's not as natural for everyone.
-
Find a common connection, if possible. I brought up the fact that I had managed a rental car location to demonstrate that I knew EXACTLY what he was feeling. Again, it was the truth! Don't manufacture this.
-
If all else fails, PRAY!
During my two-minute conversation with Reggie, I managed to hit all six of these points. I didn't have a list in my mind - the list actually came to me tonight. I hope this comes in handy for you with clients, or waitstaff in restaurants, or with anyone you deal with during the course of your day.
Thanks for reading!
All photos courtesy of www.photorack.net.
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Jason,
I stopped getting frustrated with the "person behind the register" when I realized that many (not all) of hourly employees are making minimum wage and that I wouldn't allow myself to stoop to that level.
Mother always said "you always catch more flies with sugar than vinegar". The tough part is sounding really sincere. Kudos to you. It was probably a stressful evening for you as well.
Oh yes, everyone wants to be appreciated especially when they feel they are not! Everyone wants to know someone else knows what they are going through! Everyone nees to hear a good word instead of a complaint! Everyone needs to feel that even in touch times they are not under attack! I always say you get more flies with honey than vinegar.
You got it!
Hi Jason - That is a good list to keep in mind. I definitely have seen the positive effects of using a polite, calm attitude over getting frazzled because usually the person behind the counter has power over the results you are wanting and if you give them ammunition they will be happy to make your day a little less happy. A few kind words and they will be happy to make your day. Thanks for sharing.
Jason - Brian is a master at this. It really does work. Yet often people just take the other route. ~Rita
Jason,
Excellent post.
When it's part of who you are it isn't difficult.
All it takes is to slip on the other fellows shoes from time-to-time.
Jason, you are such a charmer.. Congratulations on getting the Cherokee!! honey alwas gets more.
You won't believe it, Jason, but I was going to write that my grandmother taught me that you 'catch more flies with honey than with vinegar!' Even when we're frustruated with a situation, maintain calm and keep feedin' them the honey, honey! It almost always works!
By-the-way, you are SUCH a smart guy Jason! ;-)
A little sugar works every time...I think we often forget to be kind when we are stressed out...its not always the persons fault and we need to remember that....
Jason,
Your so right. IF we treat everyone how we want to be treated it would be a lot better for all concerned. It's human nature to help out really nice people!
Tony
Jason - excellent post. One of the benefits of you sharing this experience, is that the rest of us can learn from it - immediately.
However, through your words, I'm reminded that I need to take that extra moments and acknowledge that everyone has a story or an experience that makes us unique. It in through your sharing, that I've learned that seven really does equal two. Thanks for sharing. - Calie
Jason,
Your so right. IF we treat everyone how we want to be treated it would be a lot better for all concerned. It's human nature to help out really nice people!
Well how simple is that, just be nice! Great advice and I appreciate that you added the be sincere and don't "manufacture" aspect. And a prayer is always a good idea!
It takes less energy to be nice than it does to be confrontational...and the results are usually better!
Jason -- Awesome post!!!! As you can probably tell, Im a bit of a service freak-o-zoid. I want it when its required...and I give it every chance I get. This is an excellent reminder of not only how to get free stuff...but, in how to deal with people as a rule. Nice work, my man!
Jason, Being kind will most certainly get you a favor much sooner than acting ugly. I couldn't agree more! As Jim A. said it takes less energy to be nice. Too bad the whole world can't figure that out:) Glad to hear you got the jeep!
Does this mean that my normal strategy of kicking and screaming is out the window?
I was a partner in a real estate development company and we completed an office building in record time. The secret? The building inspector was overworked and harassed, and he was known for being cantankerous. Everyone hated dealing with him. Not me. I was nice to him, thanked him for everything he did, and he was always nice to me. Once he remarked to me that he always gave me priority because I never barked at him like everyone else. No wonder he was so cranky! No one was ever nice to him. Pretty dumb, I think. Unfortunately, many people demand favors, then don't understand why they don't get them.
I've worked retail, customer service, sales, even in the service industry, and your advice is tried and true. I know someone who thought she could get further with people by playing the "B" role (y'all know what word that is....right?). No amount of reason could convince her otherwise, that being nice was the way to to get good service. So I took drastic action.
I took her into a store. I sent her up to the register area of the department we were in and told her I would remain at the counter at the furtherest distance away from the register as I could get. I told her to keep that "B" face on and to do her best to get someone to "do as she demanded." My part....I was going to stay at a distance, with nothing more than a huge friendly smile on my face. The bet...that I would get helped before she would.
Ha ha....you all guessed it. I won easily...and she was furious. Even proving it to her didn't work. Some people just can't learn.
I own a business in the service industry also. I go out of my way for "good" customers. I drop those that cause nothing but stress. Those of you who may not treat your service people very good....think about that when you don't get good service, or they drop you and the reason seemed legit...I can guarantee you it (the reason) wasn't.
Good post, Jason. As my momma used to say "You can catch more flies with honey ...." (actually, I don't know if that applies here, but it's a good saying anyway! LOL
Actually, what I wanted to comment on was your link to PhotoRack! Thanks! I've been looking all over the place for another good photo source. I've been using stock.xchng ... which is great too!
Thanks!!
Jason, I liked the parenthetical comment "feigning surprise." I somehow think both you and Reggie were clued into this little dance : )
Jason, you are a natural born charmer. And my hero.
Every single point on your list is a sure bet! Most people in the service industry are treated like they are below others. A little respect and sincere appreciation goes a LONG WAY! Besides...it is just the right thing to do. I'm glad you did not get the dud. :-) GBU!!
All good points. And if at all possible take them chocolate chip cookies :-)
Crouch - Psychology 101 and Humanity 102. Excellent work!
Good job. And so true. I usually succeed, but sometimes I am just not in the mood to kiss the butt of some idiot. So you did much better than I might have. Congratulations!
Featured @ Club Chaos
Jason, thats exactly the way I handle or treat people I do business with. No mater if its the person behind my favorite hamburger place or the President of the U.S I treat them the same. It works everytime. I even had a post that delt with subject;
http://activerain.com/blogsview/705439/SHORT-SALES-REMINDER
Jason,
Very good points and things that we can all live by. You always get more bees with honey than you do with vinegar is what I was taught.
Jason,
Glad you got an upgrade. But a jeep cherokee? Those things always have something wrong with their radiators. Anyways, good advice. As with most things in life, be kind, and you will be paid forward as was the case above. Praying is always a good first and last resort hehe.
This is a fantastic post and I would only add that I often pray before hand so a couple of times is always a great idea. I can see why we get along so well! Have a good week!
Jason,
Great post and great reminder! That situation could have turned lethal quickly. Good post!
Way to go! Kill them with kindness before they get a chance to show their real worn-out stressed out feelings---maybe you can change their day/evening for the better.
Shelton
You'd think this one would fall under the category of "common sense"... but my experience has shown that common-sense, is not that common.
Good post.
Jason,
Excellent!
If I can take the liberty of adding just one thing: RESPECT! It's not only being friendly, it's necessary to respect your contact. So many people knowing they are working with the lowest paid person in the company act superior even while trying to be nice, it's a major mistake! That first contact so often determines your experience with what ever company you're dealing with.
You got the "Free Up-grade" because you were both friendly and respectful. Simple respect for the lowliest person returns more than anything else you can do when entering someone else's office. It works even better with your receptionist.
Bill
I have to tell you, as I read this I thought 'he was never a car rental guy'. But at the end you said that was true, so I guess I was wrong.
I agree that being kind will get you much further than being rude or impatient. Its like the saying 'you catch more bees with honey than you do with vinegar'. I know there is another common saying, but I can not remember it right now. Nicely done though.
A smile, little empathy, and a dose of small talk -- is sometimes all it takes to get service. When you have an attitude, they have an attitude. Nice post.
Jason,
Great points to remember when dealing with anyone. BE NICE!!
Thank you,
Ann
POUR ON THE HONEY! it works everytime....the bottom line...we are ALL human and like to be treated nice.
Thanks for a great post,
Debbie
Jason, you probably made Reggie's day. By seeing him as a hero and treating him like one, he lived up to your expectations. Well done!
Jason - Great advice! You're right. Put yourself in someone else's shoes and...Be Nice! :)
Jason- Being nice is so helpful to everyone. NOBODY likes it when someone is being a jerk to them. Especially in the service industries. I think you handled this great. Sharing it with us is another example of how being nice (by sharing information) helps all of us grow as professionals and as people.
Best wishes,
Scott
Once again you've shown us how the nice guy wins!! It's something I love to see happen :)
Jason, It is hard to believe that a post like this is even becessary. but it does underscore the need for kindness in our rough and tumble world. It is amazing what can happen when a dose of kindness is added to an situation.
Well done!
Bo
Jason, It is hard to believe that a post like this is even becessary. but it does underscore the need for kindness in our rough and tumble world. It is amazing what can happen when a dose of kindness is added to an situation.
Well done!
Bo
Jason, What you did had nothing much to do with cars, you just gave us a lesson on life and how to live a good one. Find out what the other person needs and help him. You recognized that Reggie was tired and your kind words may have been the only ones he received that day. This is a powerful post! ....and you are nice!
According to studies, being appreciated and acknowleded ranks higher than salary in employee satisfaction surveys.
being patient and kind is more important then ever , although it is always important, people are emotionally taxed at the severe financial losses and economy these days
Hi, Jason! You put into eloquent words what I've been trying to do for years. In my first few jobs, I was a sales clerk and a lowly secretary, and ever since then I have related to what it's like to be on the other side of the desk.
Cheers,
Robin
Jason you crack me up!!!!!!! You put that so well!!!
What is truly funny is that every time something like this happens in my group of freinds, they send me in.
This weekend it was the fact that we got a hotel for ladies weekend specifically based on what the hot-tub looked like. When we got there the hot-tub was not working. Guess who got us $30 taken off our bill?!!?!!!??
Charm works - use it!
hehe, nice move! Keep on Truck'in!
So, what can we all learn from my experience with Reggie a few weeks ago?
Hi Jason,
That's very good advice. There's an old quotation, actually a misquotation, that says: "Nice guys finish last". That's wrong! In the long run, nice guys finish FIRST. :)
Jason, as always....good advice! Being kind should never be the exception but always the rule!
I know that we are the creators of every conversation we are in and can have it go well or very bad depending on out ability to get our selves out of the way and totally focus on the other person and what is happening with them. Too often, we are deep in our own "stuff"--moods, ego, stress -- that we can't fully engage with another. This was a great example of you being totally in their world while creating an outcome that really worked for you - and left the other person feeling acknowledged and appreciated. It takes a lot of awareness of ourselves and others but what a way to live. Great post.
I usually just smile and bat my eyes.... but who am I kidding... Im a girl!!!! LOL
I love turning on some Southern Charm to get special treatment. Usually, I'm doing it to make someone smile that has clearly had a hard day. It doesn't hurt to be kind.