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  • Writer's pictureKate Bradshaw

Why Our Customers Smile More

We know that many of our customers are happy with the service we provide because of the smiles we receive every day.

We work hard to look after our customers and provide a good service that is reliable, of high quality and delivers on the expectations of our customers.

It’s not always easy and there have been days when we could have done better but these are few and far between because of the approach we adopt when it comes to serving others. Our approach focuses on three key traits:

  1. Empathy

  2. Positivity, and

  3. Simplicity

There are obviously many more traits we utilise, but we focus on these three Let’s explore each in more detail.

Empathy The capacity to experience other people’s thoughts and feelings from their point of view, rather than our own. To identify with or be sensitivity toward. Empathy is the foundation of our support, because it’s the foundation of all relationships, with customers, colleagues and families.

Thankfully, empathy isn’t something you’re born either with or without. It can be learned from a young age or improved as you get older. Although we may not have experienced what a person is going through, empathy allows us to understand their emotional reaction to a particular situation.

Above all, we understand that people want to feel understood, respected, and supported.

Positivity A deliberately optimistic state of mind; looking for what’s right, rather than what’s wrong—and aligning our words with that goal. It’s a universal truth that we can’t change how we feel. Not directly anyway. Telling someone, “Just be happy,” is about as effective as telling them, “Just grow six inches.”

Neither can be accomplished by an act of the will. So, how do you become more positive? By making a conscious choice to replace negative words with positive words: both verbally and mentally. Positivity doesn’t so much refer to your outlook on life, but instead to the language you use.

To understand the power of positive language, think about the negative language nobody likes hearing and what kind of reactions these might provoke in you but more importantly the people we support.

Simplicity The quality of being uncomplicated. Plainness of speech. Unadorned and single-minded purpose that makes comprehension effortless. If clarity is about order and structure, simplicity lives or dies by one rule: less is more. Less jargon. Smaller words. Shorter sentences. Fewer ideas.

Keeping things simple without—distorting what needs to be done—empowers customer. It removes the barriers of doubt and confusion, placing them securely in the driver’s seat. Complexity, on the other hand, quickly leads to confusion, impatience, and other negative emotions that become counterproductive to resolving the original query.

One of the reasons we achieve such high levels of customer satisfaction is that we always attempt to fix the problem, not the symptom. More often than not, companies just focus on the symptoms without looking at the underlying causes. It's a bit like addressing the symptoms of an illness rather than the illness itself. In short, we are really good at complicating a simple issue because we fail to become aware of the real issue at hand.

We also try to set expectations and deliver on these time and time again. We try to be crystal clear about what our customers can expect when they receive a service from us, mapping out what we are and more importantly what we are not.

We invest heavily in our team to make sure that we share the same ideas and approach to serving our customers. Understanding, a commitment to service and always striving to deliver high quality supports are crucial components to our continued success and it's essential for us a company that our team shares the same ideals.

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