On one of my speaking trips, an airline Gate Agent managed to frustrate a departure room full of passengers - using three words. He announced a short flight delay adding, "Please bear with us." The phrase 'bear with us' implies that the customer is at best going to have to endure the service - not enjoy it. Worse, it sounds like giving the customer an order. Result - groans. When problems happen, better to express appreciation than give orders. The agent would have received a warmer reaction by explaining the short delay, replacing 'bear with us' with 'thank you for your patience.'
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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