Be Your Customer's Hero

CHAPTER 59

Focus on What You Can Do, Not on What You Can’t

Pivoting, which we discussed in Chapter 55, is about shifting a conversation from a place that’s unproductive to one that’s productive. Yet sometimes it’s not the customer who needs to be moved onto productive ground, it’s the service rep. All too often, customers want to focus on what’s wrong, on what it is they want, and on why the rep can’t give it to them. And all too often, service reps stay right there with them, focusing on what they can’t do and never even telling the customer what they can do. One of the most valuable shifts in approach that customer-facing professionals can internalize is learning to focus on what they can do for the customer in any given situation.

In the beginning ...