Having a Can Do Attitude
On my way to generating 25+ leads a day and becoming financially independent I still have to run my day to day business and maintain my family life. I measure and install blinds and shutters for the big box stores. I own my own business but sometimes it feels like my business owns me because I still have to answer to the stores, the customers, and if I make a mistake it can be very costly (believe it or not blinds can be super expensive). Throughout the years of being self-employed in the service industry, I’ve come to find out that when a problem comes up you have to avoid saying anything negative.
What’s Wrong With This Picture?
Whenever the customer (or really anyone) hears about what is wrong, who’s to blame, and what you can’t do, it truly limits everyone involved. Telling someone what’s wrong with an install isn’t usually an issue but when you start pointing fingers and affirming what can’t be done then the conversation starts getting into negative territory. Over the years I’ve found that if you have a can do attitude it helps lighten the mood and it focuses people on the possibilities of what can be done. When you say what you can do (even if the only thing you can do is write down the issues) subconsciously you are saying that this is not the end of the line, and that there is a solution, so let’s focus on that.
Keep Your Head
Being positive and not getting over exited is a big part of my job. Sometimes a customer will instantly get all worked up over a very minimal issue that is within factory specs and I have to “sell” them on the idea that really nothing is perfect. Other times it is just an issue of having enough blinds for the job. I always tell the customer I will address everything they have a problem with at the END of the job especially if there isn’t enough blinds for the windows. A lot of times when it seems like there aren’t enough blinds they’re just laid out wrong or there’s a straggler in the van or at the shop. Not getting excited and taking things step by step is difficult sometimes, but after years of experience and getting worked up over nothing (more times than I’d like to admit) I’ve found it’s better to wait until the end than to jump the gun.
Don’t Say Anything At All
I’ve found that getting a clear idea of what the customer is looking for is a great way of maintaining a positive can do attitude. Even if you’re thinking of all the things that were done wrong and how everyone messed up you should do everything in your power to avoid saying it, if you can’t say anything nice don’t say anything at all. A better approach would be focus your attention on what the customer wants and how you can get it for them, you don’t even have to make false promises you can just say things like “I’ll do my best to get this situation resolved” or “just so I get a better understanding, what exactly were you envisioning?”
You Have Two Ears and ONE Mouth
Paying attention to the customer and listening to their needs is essential in service work. I can think of several situations where if I had listened better I would have had a happier customer and other times where I did listen closely and the customer was overjoyed with the end result. With window coverings, the real money is made in the beginning when the job is measured. The person that measures and designs the job can make (or avoid loosing) a bunch of money if they listen and communicate with the customer proficiently. Like they say in the real estate business, “you make money when you buy, not when you sell”, the same can be said in the blind industry “you make money when you measure (and listen), not on the install.”
You Make the Decision
Having a can do attitude is actually about making a decision to look to the solution. Usually looking to what can be done will neutralize the problem and it makes all the issues manageable. In my day job, getting people to look to the solution is essential. Oddly enough, having a can do attitude is a lot like what I’m doing on the internet. I show people what CAN be done and what they can do to get the results that they desire which in turn helps them to eliminate the problems they’re having. When you make the shift and realize that problems are there to move you forward and not to hold you back you won’t see problems, you’ll only see solutions.
Eric & Lauren Kalberer
P.S. When you have a team with a can do attitude problems become possibilities. CLICK HERE to see what’s possible for you. (you’ll have to approve the app to see the video)