PLEASE DON’T EVER SAY THOSE WORDS.
If you need to say you’re sorry - say, ‘I’m sorry’.
Last week I had a telephone conversation with Blood Donors. They called me.
I do want to give blood. I know how important it is to give blood. Unfortunately, right now they won’t take my blood as I’ve had regular acupuncture.
In my experience, when Blood Donors call, their customer service and empathy is so low and so arrogant that by the end of the call I want to say something to them. To put them right!
But you can’t… because it’s not some nasty telesales call… it’s Blood Donors.
And, I’m too polite.
At least I was too polite until last week when I received a call asking me to give a pint of my precious O negative. Yes I’m O neg - professionals reading this know what that means.
After pointing out that I had received acupuncture and wasn’t sure if I could give blood, I received the third degree.
Honestly, it’s more pleasurable having a call with the Inland Revenue.
I felt like I was a terrible individual. I’d sinned, by paying to have acupuncture from someone who wasn’t part of the NHS.
That my choice made me a bad person.
It was cold, transactional and at times rude. At the end I gave my feedback.
The response?
‘I apologise. But I have to ask the questions.’
The difference between saying that platitude or something like:
‘I’m sorry, Mr Heppell. That was certainly not my intent and thank you for the feedback. We appreciate you as a blood donor and whatever you’re receiving your acupuncture for, I hope you’re back to your best as soon as possible. Once again, I’m sorry’
is what?
10 seconds and bit of care.
Am I being too harsh? I’d love to know what you think. Please leave a comment below.
BE BRILLIANT!
Michael
PS When we run our Hearts and Minds https://www.michaelheppell.com/hearts-and-minds/ customer service programmes, we teach simple tools and frameworks to ensure customers always get the best service - on the phone, face to face, in writing. It works 100% due to a little secret we know and teach that others don’t and can’t.
If you’d like to know about Hearts and Minds click here https://www.michaelheppell.com/hearts-and-minds/ and we’ll share the secret.
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