It’s that time again! Another movie to teach us about Customer service. My friend Jeremy chose Happy Gilmore for us to explore. He’ s got Part One of our work hosted at Communicate Better Blog. I always have a blast blogging with Jeremy. I hope you reading it just as much as we did writing!
Happy Gilmore: [after punching Bob Barker to the ground] You like THAT old man? You want a piece of ME?
Bob Barker: [shakes his head as he get up from the ground] I don’t want a PIECE of you… I want the whole THING!
[Bob punches Happy in the stomach once then punches him in the face ten times. His tenth blow causes happy to fall into a small pond]
AL: This exchange reminded me of my time as an escalations-takeover lead. The Client calls in regarding a fee, asking for a reversal. The representative isn’t empowered to waive the fee and gets defensive. The Client decides it’s time to escalate the issue by wanting to go over the representative’s level, thinking they don’t just want the one fee reversed, they want no fees – ever! Had the representative kept their cool, it might have gone a little different!
JER: I’ve definitely had times where I was impatient and pushy with the customer to get them off the phone. Like Bob Barker, the customer always wins…period. Don’t fight it.
Grandma: Sir, can I trouble you for a glass of warm milk? It helps me go to sleep.
Nursing Home Orderly: You can trouble me for a warm glass of shut-the-hell-up! Now, you will go to sleep! Or I will PUT you to sleep. Check out the name tag. You’re in MY world now, grandma!
JER: I totally go to the customer experience on this one. Any company where marketing puts on a smiley face to get the customers in the door but then provides terrible service to the customer once in the door is doomed to fail. Be a company where all departments are part of building a customer experience.
AL: This one is the penultimate example of how NOT to do Customer service. There is absolutely no reason to reject a simple request by being rude. We are here to serve Customers, not abuse them.
Shooter McGavin: [to the spectators] Damn you people. This is golf. Not a rock concert.
AL: Love your existing Customers for their loyalty, but don’t exclude new ones that have different needs from you. This has never been more true than with the emergence of social media. It is more important than ever to embrace your entire community, not just the affluent ones.
JER: Great point AL. As customer service representatives, we won’t click with every customer. The ones we do click with are terrific to serve but then there are the weirdos, oddballs, difficult and just plain awkward folks. They are equally as critical to the success of our business and we must love them for that.
Coach: Number 18, is that Gilmore again? How many times has this guy tried out, anyway?
Assistant Coach: At least ten times. Guy’s got alot of intensity.
AL: Happy loved playing hockey, even if he wasn’t very good at it. Sometimes Clients can be the same way, especially as new technologies become available and they have to adapt to your changes. If Clients are repeatedly calling they need your help a little more, but remember they are still your Clients and many of them will be your biggest advocates if you treat them right!
JER: Great scene Al. If you recall in that scene, Happy fights the entire team when he doesn’t make the team. Some of your most loyal customers may be your most difficult customers. Just like Happy who loved hockey, they love your product. Leverage that passion and learn how to make your product and service better!
Happy Gilmore: This is a biggie, time’s ticking. I gotta make some money. What do you think? Slightly downhill?
Otto: And slanting left.
Happy Gilmore: No, it only seems that way because you have only one shoe on.
JER: Sometimes in companies we are working with a flawed product and don’t realize it. You see, we’re missing a shoe and sometimes it takes the customer to point that out. If we listen, it can change our perception and help us improve our product.
AL: Perception is everything in Customer service. The Customer has a perception of what they want to get from you. You have a perception of how to best provide that to them. Now we just have to recognize which perception is right and make it happen for both of you.
Now, if you thought that was fun, and you’ve checked out Part One, try our last collaboration movie “Forest Gump.” Check out Part One and Part Two of our discussion.
Quotes and Image via IMDB.com