Accept Responsibility
It has been a very challenging week for me at my primary job as a property manager. I have a significant role that requires me to have direct contact with our customers on a daily basis.
Most of the customer base are quite satisfied with the products and services we provide day in, day out. However, there are a small number of customers that seem to have an issue with our services.
I have been trained to listen to my customers' concerns, apologize for the matter, solve the problem and thank them for their business. And I always have my customers' needs in mind when attempting to solve issues.
My dear troubled customers-
Please don't get upset that I am firm with the company's policies if you do not pay your rent on time. Please understand when I make a courtesy non-account related call to you, don't assume that I am going to say that you didn't pay your rent. And don't unload on me because you are personally having a bad day.
Please know that if you paid your rent on time, we would not be having this frank conversation. Also please allow me to discuss why I am contacting you, and be kind and respectful. I can be a mirror image of what you are showing and sharing with me.
In other words, my few thought-challenged, problem laden customers- accept responsibility for your actions, or lack there of. Life is truly easier if you heed my advice.
Am I right, or shall I go and pound sand? Please share with me your thoughts below. Your comments are always appreciated.
Recent Comments
45
I'm seeing this more and more as time goes on. People will find excuses and many think the world owes them whatever they want without them doing a thing. SO VERY WRONG!
Thank you Debbi and I hear you my friend.
What infuriates my troubled customers the conversation goes south are my smile throughout our conversation and my slow deliberate tone with my voice with direct eye contact. Most have no choice but to check themselves. ;)
I think we are facing more and more people each day who feel they should not be held accountable for their actions. They feel they have the right to do as they please, and in their book, you should just put up with it.
However that does not mean you are wrong in what you are doing. You are being professional and respectful and doing what you do managing your property. I see nothing wrong in that. Have a Blessed day and try not to let the irresponsible people get to you. I know easier said than done. :)
You are right. Sometimes people can be difficult! (I used to work retail) There will always be those few that just need to give others a hard time. Don't let them get you down!
Thank you so much Liz for your comments.
I do acknowledge that yes, it does wear me down at times. I have to be focused and listen, apologize, solve the problem and thank them for allowing me to assist with their issue. Sometimes it's easier said than done. I will survive- we all have in our professional lives. ;)
Thank you Brian for your comment. Yes, you are correct by inserting "sometimes" in your statement, because it's true!
You are right but people don't like to hear that. The reasoning can be applied to all things online. People go for scams because they don't have to do any work and then call places like WA a scam because it actually requires them to do something and dedicate some time. In general though it can be hard to accept responsibility because people don't always want to admit to themselves that they messed up =).
I used to work in customer service and some of the stuff just blew my mind...like people saying its okay to write hot checks when they know they have no money in their account and that no i shouldnt be allowed to charge them an insufficient check fee.
Unfortunately people like that often want to just place the blame for all their problems on someone else. Luckily professional people like you! keep your cool and just stay calm, I think deep down they really want you to lose their cool so that they feel justified in being angry.
I think about all the angry nurses I talk to every day who just scream at me sometimes for something that is not related to me or my job at all...but then i remember we all have bad days and some just arent good at keeping it themselves. They only feel better if people around them also feel bad.
Mahalo Jean for hitting it out of the park with your spot on comments.
I agree with you that they want us to respond the same way, to bring us down. I don't think so. If they go down that road, I'm not going to sink to their level or fight fire with fire.
I am willing to help, let's be professional and sincere so we can come to a solution. This lessens stress, energies applied in a way that all parties will be clear minded to proceed to an end result.
I think you are right and your job is certainly not an easy one. Sometimes when people are having a bad day they take it out on the person in front of them at the time.
They stop listening and start ranting. They also forget to apologise for their behaviour afterwards.
I agree that people need to take responsibility for their own actions instead of blaming everyone else around them.
Lis.
Thank you for your comments Lis. If they took their energy and think positive, accept the facts and move on to finding a solution, I think that will alleviate a good amount of stress in their lives.
I agree completely. It takes more energy to be negative than it does to remain calm and think things through.
Majority of the customers would respond positively if you pull their human strings. There will always be some exceptions. That's the way of life. I appreciate your attitude towards customers.
Thank you Swadesh for your comments. There are many good, positive people in our world to sweat the very small amount of bad apples.
See more comments
You are right. Now I do believe in helping someone through a hard time, but ultimately consequences will have to be paid. That is what I love about WA. When I am stuck because I am afraid of a task or I just completely don't understand, I have all of you to encourage and teach me. But if I don't follow through. It doesn't get done.
A person should have the courage to ask for help when help is needed and then take the help and move forward with gratitude. But you can't expect someone else to do for you what ultimately you have to do on your own.
Thank you Heather for your inciteful comments.
Questions asked are good because that is taking action. Positive thoughts equals less stress and an end result is near.