Kevin Stirtz’s Amazing Customer Service Rule #47
Don’t multi-task when you’re helping a customer
I know I’ll get some feedback on this.
"I have to multi-task" people will say. "Otherwise I can’t get all my work done."
Another common response: "I can do other things while I listen and still provide good service."
Yeah right. Maybe that’s true. But probably not.
Some people are very good at multi-tasking. And I know some people can listen while they are doing something else. But just because you CAN do something does NOT mean you should.
The fact is we all can listen better when we focus on listening to the person we are speaking with. The only way we can operate at our best is by focusing on the customer we’re with. If we are trying to do several things at once we risk doing none of them well. Maybe that’s okay if you’re ordering lunch or emptying the trash.
But it’s not okay if you’re helping a customer.
Because when we’re helping a customer we have to do everything we can to give them our best. We need to be on our “A” game 100% of the time we’re with customers. No exceptions and no excuses.
The bad news is, we’re all busy and we often feel if we don’t multi-task we’ll never get everything done. I completely understand. I’ve been there. Still am.
One way I deal with this is to focus on priorities. I consider what I need to do to accomplish my goals. Then I focus just on those tasks. This gives me “permission” to offload (or ignore) many things I might otherwise bury myself in. If they are important, they’ll re-surface.
The good news is, people will notice. When you focus just on your customer, they will notice. They will see and feel the difference. They will see how attentive you are. You’ll be more likely to connect. Your level of service will be better because you’ll be in a better position to understand and help them get what they want.
They’ll also see the difference between how you help them and how your competitors do. And, they’ll repay you with greater loyalty, more referrals and more business.