Anger is an acid that can do more
harm to the vessel in which it is stored than to anything on which it is
poured. – Mark Twain
A story is
told of Abraham Lincoln’s secretary of war, Edwin Stanton, who was angered by
an army officer who accused him of favoritism. Stanton complained to Lincoln,
who suggested that Stanton write the officer a letter. Stanton did, and showed
the strongly worded letter to the president.
“What are
you going to do with it?” Lincoln inquired. Surprised, Stanton replied, “Send
it.” Lincoln shook his head. “Put it on the stove. That’s what I do when I have
written a letter while I am angry. It’s a good letter and you had a good time
writing it and feel better. Now burn it, and write another.”
Anger is one
of those emotions that if not dealt with can cause many problems for leaders.
What’s more important is for your team to know how to deal with the anger of
your customers. This was the topic of a recent Open Forum column (http://amex.co/11qWxK4) by Rieva Lesonsky. In the column
Lesonsky cited a Futures Company survey
that was conducted last year that revealed more consumers are in a state of
generalized rage – not necessarily about customer service, but about most things
in general.
The general
state of mind of most consumers’ worldwide highlights a growing challenge for
business leaders, and having an intuitive staff that can handle the growing
tensions is imperative. The survey highlighted three primary sources for this
heightened consumer anger: stress, suspicion, and anti-business attitudes. Any
one of these ingredients is cause for concern but when combined as part of a
growing consumer trend it is important not to ignore it.
Stemming the
sentiments of consumer anger will require a proactive approach. While space
restricts me from presenting an exhaustive approach for dealing with the
consumer anger issue I will offer starting points that can position you to
address it. Here are three steps to begin with that can help you tame the
savage beast of anger.
Create awareness. Internal
awareness is the first step toward addressing consumer anger. Is your company
or organization paying attention to the warning signs of consumer anger? How consumer
anger is manifested towards your business should be on your radar. If you are
not aware of how it affects you, your competitors, or your suppliers it can
have potentially negative consequences.
Creating
awareness within your organization is crucial to its health and vitality. Make
sure your frontline staff is sensitive and proactive in how they represent your
company and the image they are putting forth. Being aware of potential
conflicts can prepare you to surprise your customer with a greater than
expected experience. You win your customer over tomorrow by preparing your
staff today.
Build relationships. Externally,
the success of your business is grounded in relationships. Mark Sanborn nailed
it when said, “Customers don’t have relationships with organizations; they form
relationships with individuals.” How do you see your customers? If you merely
look upon them as transactions you are missing the point and always will. The
key to dispelling the consumer anger sentiment is to make it personal which
begins by building relationships.
Value is
created where value is given priority. The reason consumers feel suspicious is
due to their belief that businesses are ready to cheat customers whenever they
can get away with it. Dispelling the
anger is found in building trust. That can only happen in relationship. Loyalty
to the business is not always an economic decision it is one of relationship.
Deliver service with
excellence. Taming the
savage beast of anger is an internal work (creating awareness) and it’s an
external work (building relationships), which can now be solidified with how
you deliver your product. When excellence is the standard by which your company
or organization operates then it will be reflected at every level of the
consumer experience.
The
blueprint of your success in taming the savage beast of anger begins with
leadership. Your capacity as a leader to recognize the need is the beginning of
solving it. Creating a culture of
awareness is essential to your teams’ ability to recognize consumer anger and
defuse it. And everyone delivers with excellence at every phase of the consumer
experience it will keep them coming back for more.
Are you
taming the savage beast?
© 2013 Doug
Dickerson
2 comments:
The information that you provided was thorough and helpful. I will have to share your article with others.
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I love this article. And I agree, by being aware, you as a leader can build relationships better. And if you build good relationships it will also create a healthy working environment which will result to excellent service from everyone.
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