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ou know the scenario… your workday The visitor took the time/spent the gas money care of this person which will take me about
Yis running smoothly and manageably to arrive in person. Unless you have callers x minutes, then I’ll be happy to help you.
when suddenly you find yourself dealing with genuine emergencies, don’t interrupt a Meanwhile, if you’d like to sit, grab a coffee…
with one customer in front of you, another visitor to pick up the phone. That’s what voice Thanks.”
on the phone, while a third arrives with just mail is for. If you must take the phone call,
a quick question. When organizations bring ask the visitor’s permission, explain that you Tip #5 Address chronic staffing/line
me to conduct customer service seminars, want to focus on them, so you’ll quickly take management issues
I find this is one of the most frequent a message and get back to your conversation. In tip #1 I pointed out that hiring more
challenges frontline employees ask me to Then tell the caller that you are with another staff may not make economic sense.
address. While there are no absolute rules for customer but will look into their request and However, when customers constantly get the
juggling customers (you need to adapt to call them back. That way, even if the caller impression the organization is disorganized,
your workplace’s business realities) here are insists on immediate service, the visitor sees understaffed, or uncaring about customers’
5 tips that we find work well for our clients in that you are at least trying to make them the time, that’s a problem that requires more than
reducing stress and boosting customer loyalty. priority. just having staff work faster. Managers need
to either hire more staff, consider moving
Tip #1 Remember, this is good Tip #4 Acknowledge walk-ins right away phone calls to a call centre, or implement line
Having lots of customers wanting to do If you are on the phone or face-to-face management practices. Speaking of which,
business with you is wonderful. It means with a customer when a visitor walks-in, you’ll find tips on handling waiting lines on
you and your organization are in demand. acknowledge the visitor immediately with my related article, Yes, I Mind Waiting on my
The obvious solution to juggling multiple eye-contact, a smile and a quick, “I’ll be with website. Meanwhile, be thankful that business
customers is just to hire more people. Of you in just a few minutes (or however long it is so good. Here’s hoping that this helps
course, that’s oversimplified and may make no will be).” By acknowledging the visitor, you makes managing multiple customers less
economic sense – especially when there may are conveying that you are aware of them frustrating for everyone concerned.

be only one or two rush periods during the and that you are working quickly. And it tells Please go to www.JeffMowatt.com for
day or week. When you see more customers the person in front of you that you have other additional Information.
arrive, don’t let them see you sweat. Take people waiting. Usually,
the professional approach and broaden your they’ll get the hint that
smile – even though it may be slightly forced. you need to wrap-up.
Keep in mind the adage of LL Bean who said, A common
“Customers are not interruptions to your challenge is how to
work, they are the purpose of your work.” politely interrupt
a phone caller to Proudly Canadian Since 1933
Tip #2 Don’t make things worse acknowledge a walk-
One of the most frequent gaffs in frontline in visitor. Here’s a
service is when a customer needs to ask a quick tip – say the
question, but the employees are preoccupied person’s name. “John,
– talking with each other. Even more excuse me. I just had
aggravating is when the staff congregates someone walk into my
to socialize while customers are left to fend office, may I put you
for themselves. The place for employees to on hold for a moment?
chat and hold meetings is in the staff area; Thanks.” Beginning
not in front of customers. When you’re on with the person’s name
the floor, make yourself visible and available gets their attention
to customers. Of course, that also means immediately without
not interrupting your co-workers who are being rude.
talking to customers. If you need to talk to a For new arrivals
coworker who’s taking care of a customer, give who have just a quick
your colleague a quick nod, then let him/her question… If it is indeed
come to you when they’ve finished with the quick, that’s great; give
customer. If you absolutely must interrupt, them the ten seconds
then excuse yourself and apologize to the they need and then get
customer for the interruption, and as you back your first person.
leave, thank the customer for their patience. If it’s going to take Dealer Partnership Program
more than ten seconds
Tip #3 Walk-ins take priority over phone-ins then tell the person, cloverdalepaint.com/dealers
If you already have a visitor in front of you “That’s going to take
when the phone rings, the visitor gets priority. a few minutes to go
over, so I’ll finish taking
www.lbmao.on.ca LBMAO Reporter - May-June 2025 17