Micah Solomon, customer service and customer experience consultant, author, and speaker.About this series: This series of articles from Nextiva will help you grasp of the essentials of customer service: the principles and guidelines that will serve you well in any era, regardless of trends, changing technology, and a constantly evolving customer base. Our guide is
Those customers who look so normal–to the untrained eye–as they wander around your establishment are actually each surrounded by a transparent protective bubble.
To be able to provide great customer service, your team needs to be aware of this phenomenon and be conscious of the extent to which a customer’s individual protective shell is open or closed at any particular moment. Learn to recognize when and when not to venture into the customer’s protective bubble–the invisible sanctuary within which the customer has expectations of solitude–and for how long.
Learn and remember the principles of this human force field by using my acronym “BUBL.”
The BUBL method for starting, pacing, and concluding a service interaction
- B – Begin Immediately
- U – Uncode the guest’s messages and pacing
- B – Break your schedule
- L – Leave room for more interaction
Let’s take these steps one by one.
B – Begin Immediately: The guest expects service to begin the moment she comes into contact with the employee
(Busy employees: Sometimes this needs to be accomplished even if you’re speaking with another customer; you may need to learn how to work with one customer while visually acknowledging the presence of a new arrival.)
Determining whether or not the customer actually considers contact to have been made for the purpose of soliciting service is a subtle part of this step. For example, if a guest catches a server’s eye, it may be merely accidental, but if the guest holds the server’s gaze, it usually means he’s expecting to be offered assistance.
U – Uncode: Decode the messages the customer is giving you about pacing, about their level of happiness or distress, etc. and adjust appropriately to their mood and timing. (This isn’t only detectable in person, by the way: such cues can be discerned on the phone, in live online chat, via videoconferencing, etc.)
(Yeah I know: I had to invent a word–“uncode”–to make my acronym work. If I had stuck with D-Decode, the acronym would have been BDBL, which is actually fun to say, but maybe not so memorable.)
B – Break your schedule: Your customer has let you into their sanctuary for this moment. Drop what you’re doing and work on what they need. True service can never be slave to your checking things off in a predetermined order from a to-do list. Attending properly to a customer means adhering to the customer’s schedule, not the other way around.
L – Leave room for more: Is this really good-bye? Check before you conclude the interaction
It’s the service professional’s responsibility to ask if anything additional is needed, and, if not, to graciously thank the customer before leaving her in the sanctuary of her bubble. This is an important final principle: the ‘‘closing’’ of service. Too many service interactions end with a cold and impersonal ‘‘Bye,’’ or ‘‘OK,’’ or, far too frequently, nothing at all. The closing of service is as important as the opening. It is the last touch point, and it needs to be handled properly. Again, this principle can be applied in a chat sequence, a series of emails, or on the phone, as well as, of course, in person.
This is subtle stuff. But it’s important stuff. It needs to form a module of your training, with role-playing and reinforcement, and a significant part of your mindset when interacting with (or considering whether to interact with) your customers.