For decades, the Golden Rule has been the guiding principle for customer service professionals.
In the October issue of Customer Communicator, the training and motivation newsletter for frontline reps, service consultant Jeffrey Gitomer makes a strong case for trying the Grandma Rule instead.
What’s the grandma rule?
The grandma rule says to treat customers as you would treat a cherished elder in your own family. One way to do that is to eliminate harsh or negative language from your vocabulary.
So before you speak to a customer, say the word “grandma” silently to yourself. If it sounds like something you would say to your grandmother, or your grandmother would want to hear, then it’s okay. If not, reconsider your words.
Here are some negative examples:
- Next! Grandma
- That’s our policy, Grandma
- You’ll have to fill out this form, Grandma
- I can’t help with that, Grandma.
Advice and examples for communicating with customers appears regularly in Customer Communicator newsletter.