Last week, in our video series Be Aware of Your Business, I told you a little about an experience I once had at a restaurant called Casa Manana. Had it not been for the manager, who absolutely did everything in her power to make sure that I left happy, this might have been a very different story. 

We talked about what people want. That’s right! The secrets of the universe shared by yours truly… and good news folks! People have pretty impossible expectations. They want a perfect product, they want it now, they want a delightful experience, and they want to know you care. That last one - that’s where you can really shine!

I invite you to watch this week’s video for the answer to the question, ‘How do you show you care?’

You take responsibility for what happened, and you own it. “It’s my fault!” Not anyone else’s. I should be in this thing every step of the way for you - checking in, and making sure the machine is running smoothly. 

This is your business. Run it! Say it with me, “I’m going to fix their problem whatever it takes. Right now!” That’s how you show you care.

• Fix it.
• Whatever it takes.
• Own the problem.
• Apologize. “It’s my fault. I’m going to take care of this right now whatever it takes.” 

Today’s challenge: OVER COMMUNICATE! To get the picture, ASK QUESTIONS. Not just the ones on the list, ask based on your own intuition. If you think something’s wrong, lean in, and over communicate. 

You have to get their picture to know what they need to move forward better. You have to do that for yourself too. In Chapter 4 of Keep It Simple Selling, ‘How are you judged?,’ we discuss problem resolution in a little more detail. The goal is to be their champion - that’s how you create loyalty. That’s how you show you care!

In the comments below, tell us a little about your own problem resolution. Have you had an opportunity to go above and beyond for your customer?