A few weeks ago, something interesting and terrifying happened while refilling my gas tank. When I looked down, there was a puddle of gasoline under my SUV and gas was dripping down the wheel well. Since defects in gas tanks are actually pretty rare I suspected that it had to be overflow from when I was filling up.
Still, something didn't feel right. Even as I told myself that it was simply an overflow issue, I didn't fully accept it as the answer. After driving a block and half, I realized my miles to empty display had dropped nearly ten miles. I decided to take the vehicle to the dealership and lo and behold, there was a crack in part of my tank that needed to be replaced.
Cracks and defects in the gas tank are rare in vehicles. Who knows what could have happened if I had continued to drive around slowly dripping gas? I went with my instinct that something was horribly wrong, and I was completely right.
Instincts are a huge factor in why and how we do something. No matter if you want to call it your intuition, sixth sense, or your gut feeling, we do put a lot of importance on our instincts. They are a piece of us and driven by our personality and our makeup, so there are different instinctual reactions for everyone. Using your personal instinctual reactions at certain time when dealing with customers can be a boost to how you provide service for them.
Jump in When It's Right
If your instinct is telling you that your customer needs help, don't be afraid to go with your gut and jump in. Recently, I was walking a customer through some of the steps and after some of his questions indicated he needed a little extra help, I offered to put his invitation together for him. I want my customers to learn how to do things and I'm highly dedicated to not just answering their questions, but educating them on how everything works. There is a time and a place for education, but there is also a time for taking care of it so the customer doesn't have to.
Step Away When It's Not
It is possible to be unable to adequately communicate with a customer. As a customer, you think you're asking all of the right questions. As the operator, you feel like you're answering them, but you're both getting frustrated. Letting the customer talk to someone else doesn't mean that you're passing the buck, it means that you’re going to send the customer to someone that might have a better approach. We all learn differently, we all have ways that we are comfortable, and there might come a time when you are not able to speak to the customer in the way they need. Don't be afraid to step away from a client if your instinct is telling you that the conversation is going downhill fast.
In Malcolm Gladwell's Blink, he talks about how our spontaneous decisions can sometimes be better than the ones where we agonize over every little detail. Once we become an "expert", according to Gladwell, we can "thin slice" and use limited information to make a decision. This cuts out a lot of the information that can sometimes cause us to over think a solution. Instincts are a powerful tool in making a decision.
Do you trust your instincts?