Learn to make interactions more positive and memorable by asking yourself, "What else might my customer need?" Get three ways you can ask “what else?” at your job today.
- I was planning new hire training with my team. Orientation manuals were assembled, meals were planned, name badges made and the agenda was set. We were ready. And then my boss, Alison, asked what would make this training even better? I thought we'd covered everything, but someone said what if we called the first day Happy Hour? We're starting at 5PM. We could serve punch and appetizers and let the new hires enjoy a meet and greet before we get started. We ran with this idea and scrapped going right into a boring lecture on the first evening. It looked like a real happy hour, with our new hires relaxed and having fun. We never would have achieved this if someone hadn't asked what else. You can create positive conversations with your customers, even in difficult interactions by asking yourself what else might be helpful here. Here are three ways asking what else can help you. Use what else to manage expectations. I was trying to get help with an overcharge and the employee I spoke with explained, as we ended the call, we tried to get back with customers in three to four days, but I know there's a backlog and it will likely be a week to 10 days before you hear back. The employee set my expectation, which kept me from calling back in a few days to check the status and it helped me to not feel anxious about the delay. Even if you don't think the customer will like the news you have to give them, it's best to manage expectations by telling them honestly what they can expect. You can also use what else to help customers help themselves by giving them details that will help them access information on their own, like a case ID, claim or tracking number. When you have helpful self-service options, always offer them to customers. This positions you as eager to serve, which will always make interactions more positive. And finally, you can use what else to recap and give next steps. When I was working with a client to improve their customer interactions, I noted that at the end of conversations, customers had more questions than answers. This was because claims employees would simply say someone will get back to you. I encourage employees to give more detail this way. Within four to seven business days, a member of our review team will email you with the results of our initial findings. This small change resulted in shorter conversations because the questions were answered and customers didn't have to spend time thinking and asking questions. When servers in restaurants ask what else can I get you, we feel like they are genuinely wanting to be of service and we see this as positive. The same is true when you proactively give your customers the what else treatment.