Five Ways to Sabotage Your Business

By Nancy Friedman, The Telephone Doctor

There are, of course, many ways to sabotage your business. And, chances are, your staff is doing some of these now, without you even knowing it. And worse yet, you’ve probably even heard some of this yourself (ouch!). That’s the bad news.

The good news is, through our many Telephone Doctor surveys we’re able to bring to you the top five sabotage practices and then show you how to neutralize the effects. So, get ready. You and your staff are about to be in a much better position to handle: The Five Top Ways to Sabotage Your Business Today:

  • It’s Not Our Policy 

This, unfortunately, is used more as an excuse than anything else. It’s a sure thing that the employee has not been shown how to explain a policy to someone. This phrase is used more as something to say when the employee doesn’t know what to say. The customer then calls that an “excuse.”

When the customer hears “it’s not our policy,” they immediately respond (usually silently) with, “WHO CARES?” What a business needs to understand is no one but the management and staff cares about your policies. Do you really think the customer says to himself or herself as they enter or call your place of business, “Gee, I wonder what their policy is on this issue?”

All this being said, there are companies who do have policies that make it more difficult to work with them than with others. So here’s a suggestion: Decide on your policy, then work as a team with your staff to find a positive way to explain it to the customer and move around the ‘policy.’ It can be done. Otherwise, it’ll be the customer’s policy not to do business with you!

  • It’s Not My Department 

Well then, whose is it? Let’s remember one of the Telephone Doctor mottos: Tell the customer what you do, not what you DON’T do. If someone mistakenly gets to your extension and asks for something that you don’t handle, the following is far more effective: “Hi, I work in the paint department. Let me get you to someone in the area you need.” This is far more effective than telling someone it’s not your department. (And please don’t say: “YOU have the wrong department.” Take full responsibility with the “I” statement.)

  • My Computer’s Down 

Yeah, yeah, yeah. We’ve all heard that one. And ouch! That one hurts because there are still many customers who remember the days BEFORE the computer. My goodness, how did we ever survive? Sure it’s easier to have the computer but, believe it or not, millions of businesses were launched and operated on 3 x 5 cards or some other type of manual database.

When your computer crashes, this sounds so much better: “I’ll be delighted to help you. It may take a little longer as I’ll need to do things by hand. Our computers are currently down.” Or ask a benign question that will let the caller talk. This way you’ve still explained what happened and they’ll have a little more compassion as you’ve offered assistance and didn’t simply blame the computer for your inability to help.

  • I Wasn’t Here That Day (or I was on vacation when that happened)

This one really makes me laugh. Does that excuse the company? I don’t remember asking them if they were there that day. Do you really think the customer cares if you weren’t there when their problem happened? Honestly, they don’t, so that’s not even an issue to discuss. Just hit the problem head on. Apologize without telling them where you were or weren’t. Remember, you ARE the company whether you were at work or on vacation when the issue occurred.

  • I’m NEW 

One of the absolute WORST. OK, so you’re new. Now what? Does being “new” allow you to be anything but super to the customer? When the customer hears this sabotaging statement, do you really think they say: “Oh, so you’re new? Well, ok then, so that’s why I’m getting bad service? Well, then that’s okay. You’re new. Now I understand.”

Yes, even if you are new, the customer honestly believes you should know everything about your job.

Here’s the Telephone Doctor method on this one. You can tell the customer, “Please bear with me, I’ve only been here a few weeks.” That will buy you time. For whatever reason, hearing the short LENGTH of time you are with the company means more to the customer than, “I’m new.” Again, it’s more of an “excuse.” Remember to state the length of time. It’s a creditability enhancement. “I’m NEW” is a creditability buster.

Good luck!


friedmanAbout the author: Nancy Friedman, president of Telephone Doctor Customer Service Training was recently voted one of meeting planners FAVORITE SPEAKERS by a poll in Meetings & Conventions Magazine. She is a sought after speaker at franchise, corporation and association meetings and conferences. For a complimentary DEMO call 314-291-1012 or email nancyf@telephonedoctor.com. We help capture, navigate and convert the call or contact to a visit. Our customer service techniques are the best!

| 11/17/2015 12:00:00 AM | 0 comments
Add Blogs to RSS FeedAdd Blogs to RSS Feed

Recent posts

No recent posts

Post archive

May 2022(1)
April 2022(2)
March 2022(3)
February 2022(1)
January 2022(5)
October 2021(2)
August 2021(3)
July 2021(1)
June 2021(2)
May 2021(1)
March 2021(2)
February 2021(1)
December 2020(1)
November 2020(2)
October 2020(2)
September 2020(3)
July 2020(3)
May 2020(2)
March 2020(2)
January 2020(2)
November 2019(1)
October 2019(4)
September 2019(3)
August 2019(3)
July 2019(5)
June 2019(3)
May 2019(5)
February 2019(3)
January 2019(3)
December 2018(1)
November 2018(3)
October 2018(2)
September 2018(3)
August 2018(3)
July 2018(4)
June 2018(6)
May 2018(3)
April 2018(2)
March 2018(3)
February 2018(1)
January 2018(1)
November 2017(4)
October 2017(5)
September 2017(6)
August 2017(4)
July 2017(2)
June 2017(2)
May 2017(4)
April 2017(6)
March 2017(3)
February 2017(6)
January 2017(6)
December 2016(3)
November 2016(4)
October 2016(8)
September 2016(5)
August 2016(3)
June 2016(3)
May 2016(5)
April 2016(4)
March 2016(5)
February 2016(4)
January 2016(4)
December 2015(3)
November 2015(4)
October 2015(9)
August 2015(4)
July 2015(3)
June 2015(7)
May 2015(2)
April 2015(5)
March 2015(9)
February 2015(6)
January 2015(7)
December 2014(2)
November 2014(7)
October 2014(5)
September 2014(3)
August 2014(5)
July 2014(6)
June 2014(7)
May 2014(3)
April 2014(5)
March 2014(8)
February 2014(7)
January 2014(7)
December 2013(6)
November 2013(8)
October 2013(5)
September 2013(4)
August 2013(4)
July 2013(6)
June 2013(8)
May 2013(8)
April 2013(15)
March 2013(6)
February 2013(11)
January 2013(8)
December 2012(6)
November 2012(7)
October 2012(20)
September 2012(14)
August 2012(6)
March 2012(4)
January 2012(1)
April 2011(2)