1. LISTEN – many people really just need to be heard. They are having a problem and want to know that you care. Let them talk before you start asking questions.
2. ASK QUESTIONS – not everyone knows what they need. They just know that they have a problem and want it to be fixed. If you ask the right questions you will get answers that enable you to solve their problem.
3. DON’T GET FRUSTRATED – it is easy to become frustrated at times when you have 3 lines holding, a pile of paperwork that is 2 weeks past due and meetings stacked up back to back all day. Remember that the person on the phone or in your office needs your undivided attention. Tackle one issue at a time.
4. DON’T BE AFRAID OF NOT KNOWING THE ANSWER – nobody knows everything (well, except my husband that is – he is the ultimate “know it all”) so don’t be afraid to say you don’t know. But then make sure you follow-up by stating you will find out and get back to them, and make sure you do so!
5. SMILE – whether you are on the phone or in person, smiling always helps! If you smile – they will smile.
Five years ago when I started at PRIER I knew nothing about plumbing – today I can walk any homeowner, plumber or contractor through installing or fixing residential and commercial frostproof wall hydrants – so my tip to everyone is to keep learning! The more you know, the more you can share with others. Oh, and don’t forget to tip your foodserver – they work hard!
