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How to Be a Good
                                                          Customer:
                                                      16 Ways to Not Be a
                                                             Jerk

                                                               By Adam Toporek
                                                                April 15, 2013



©Copyright 2013. CTS Service Solutions. All Rights Reserved.
In June 2012, we released the blog post
                         How to Be a Good Customer: 16 Ways to
                         Not Be a Jerk. The post explored the
                         other side of customer service – how we
                         can all be better customers.

                         Customer service is not a one-way street,
                         and there are ways that we can improve
                         our own experience.

                         Read on for 16 ways to not be a jerk…


customersthatstick.com
How To Be A Good
                Customer:
              The Big Picture



customersthatstick.com
#1 Remember The Golden Rule
                         Treat others as you would want to be
                         treated yourself.

                         How would you feel if you were on
                         the receiving end of what your are
                         dishing out?

                         Wouldn’t like it? Then don’t do it!

customersthatstick.com
#2 Separate The Person from the
                     Policy
                         This is one of the most difficult
                         challenges, even for the usually fair-
                         minded.

                         Some company policies can be personally
                         frustrating; don’t shoot the messenger.

                         Chances are they did not create the policy
                         and do not have a choice but to enforce
                         it.

customersthatstick.com
#3 Separate The Person from the Performance

                              People screw up.
                              But there is a big
                              difference between an
                              accident and
                              negligence, between a
                              mistake and malice.
Many times the person in front of you is trying to
do a good job – if so, then cut them a little slack.

  customersthatstick.com
#4 Don’t Be a Bully

                            Pushing around the sales clerk who
                            is half your age by raising your
                            voice, making unreasonable
                            demands, and showing utter
                            contempt for their very being does
                            not make you powerful, it makes
                            you a bully.

Don’t push people around just because you think
you can.
 customersthatstick.com
#5 Don’t Make Threats
If you are making threats not
because you have a serious
grievance but because you just want
what you want, stop!

Threatening to report someone to
the Better Business Bureau, your
thirty Twitter followers, or the
International Criminal Court is not
productive and almost always
unwarranted.
  customersthatstick.com
#6 Adjust Your Expectations
Expecting great service is your prerogative;
expecting great service to mean that the
company does whatever you want, whenever
you want, and for as little as you are willing to
pay is not.

Adjust your expectations to the realities of the
business you are dealing with

customersthatstick.com
#7 Respect The Rules

Hey, the coupon expired
last week. If you want to
ask whether the company
will honor it, feel free.
However, don’t get mad if
the company says no. It
had an expiration date for
a reason.


customersthatstick.com
#8 Give The Company An Opportunity
         to Solve The Problem
                         Are your really concerned with
                         the problem or does it just feel
                         good to complain?

                         Give the company a chance to
                         fix the problem before taking
                         away your business or sending
                         that angry tweet.



customersthatstick.com
#9 Seek First to Understand, Then to
               Be Understood

It is amazing how much
better everything in the
world would be if people
took the time to follow
Mr. Coveys Fifth Habit.
I know it’s fun to hear yourself talk, but maybe try
listening and even understanding before declaring
war.
 customersthatstick.com
To Be A Good
                         Customer You
                           Should…


customersthatstick.com
#10 Attempt To Put It Back Where You
               Found It
And if you don’t want
to do that, at least
don’t hide it on a
shelf where no one
will find it for a
month.
Stores make money by selling inventory, not by
hiding it. If you won’t put it back, then take it to
the register so the store can do so for you.
customersthatstick.com
#11 Pay Attention to Signs
                                I just screwed this one up
                                recently. I was buying a
                                “treat” lunch for my
                                employees, was having a
                                meat grinder of a day, and
                                got in the express lane with
                                like 25 items.

I didn’t even notice. The cashier checked me out and then
politely pointed out that if I had more than ten items I
should use one of the regular lanes next time.

  customersthatstick.com
#12 Say Please and Thank You

Your mother already told you this; you should
listen to her!




customersthatstick.com
#13 Understand Tipping Protocols
It’s important to understand
the tipping expectations, if
any, of the business you are
patronizing.

Not sure what to tip? Smart
phones are magical things.


customersthatstick.com
#14 Ask For The Manager



                         Yes, do… then say
                         something nice about the
                         employee that served you.




customersthatstick.com
#15 Herd Your Cattle… I Mean Kids
Here’s the deal. You chose to
bring your children to the
restaurant. If you can’t control
them, they get to ruin your
meal not everyone else’s.

Take them outside; too bad if
the waitress just brought your
food. That’s on you.

  customersthatstick.com
#16 Put Down Your Cell Phone
                         I get it… trust me. But most calls
                         really can wait. If you can’t dump
                         the call, at least, lower the phone,
                         smile at the person helping you and
                         apologize for being rude.

                         Most service providers do not care if
                         you talk to them; they just care that
                         you don’t treat them like they do not
                         exist.


customersthatstick.com
A Good Starting Point…
Of course, this list of 16 Ways
Not to Be a Jerk is in no way
comprehensive, but it is a
good starting point on how
to be a good customer.

Just remember that when a
company does not live up to
your expectations to take a
deep breath before reacting.

  customersthatstick.com
Want more on Customer Service and the Customer
 Experience? Download your copy of our FREE eBook,
7 Secret Customer Service Techniques Every Expert
                      Knows.
               Click the book below!
In addition to your FREE eBook, you will receive our
eNewsletter, The Customer Conversation including…
     Exclusive Customer Service Content not published anywhere else

     Our popular Monday Motivation series




                                                                 eBook
                                               Click the
     Customer Service tools and resources
                                               Tab to Get
                                               Your
                                               Free…

 Also Connect with Us on Social Media!
Photo Credits

   4. Tape Measure (credit)            20. Man on Cell Phone (credit)
   6. Woman at the Computer (credit)   21. Starting Line (credit)
   7. Angry Man (credit)               22. Blonde Woman (credit)
   8. Dog (credit)                     22. Book Cover (credit)
   10. Stop Watch (credit)
   11. Woman with Phone (credit)
   12. Woman Whispering (credit)
   14. Store (credit)
   15. No Vacancy Sign (credit)
   16. Thank You Receipt (credit)
   17. Restaurant server (credit)




customersthatstick.com

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How to Be a Good Customer: 16 Ways to Not Be a Jerk

  • 1. How to Be a Good Customer: 16 Ways to Not Be a Jerk By Adam Toporek April 15, 2013 ©Copyright 2013. CTS Service Solutions. All Rights Reserved.
  • 2. In June 2012, we released the blog post How to Be a Good Customer: 16 Ways to Not Be a Jerk. The post explored the other side of customer service – how we can all be better customers. Customer service is not a one-way street, and there are ways that we can improve our own experience. Read on for 16 ways to not be a jerk… customersthatstick.com
  • 3. How To Be A Good Customer: The Big Picture customersthatstick.com
  • 4. #1 Remember The Golden Rule Treat others as you would want to be treated yourself. How would you feel if you were on the receiving end of what your are dishing out? Wouldn’t like it? Then don’t do it! customersthatstick.com
  • 5. #2 Separate The Person from the Policy This is one of the most difficult challenges, even for the usually fair- minded. Some company policies can be personally frustrating; don’t shoot the messenger. Chances are they did not create the policy and do not have a choice but to enforce it. customersthatstick.com
  • 6. #3 Separate The Person from the Performance People screw up. But there is a big difference between an accident and negligence, between a mistake and malice. Many times the person in front of you is trying to do a good job – if so, then cut them a little slack. customersthatstick.com
  • 7. #4 Don’t Be a Bully Pushing around the sales clerk who is half your age by raising your voice, making unreasonable demands, and showing utter contempt for their very being does not make you powerful, it makes you a bully. Don’t push people around just because you think you can. customersthatstick.com
  • 8. #5 Don’t Make Threats If you are making threats not because you have a serious grievance but because you just want what you want, stop! Threatening to report someone to the Better Business Bureau, your thirty Twitter followers, or the International Criminal Court is not productive and almost always unwarranted. customersthatstick.com
  • 9. #6 Adjust Your Expectations Expecting great service is your prerogative; expecting great service to mean that the company does whatever you want, whenever you want, and for as little as you are willing to pay is not. Adjust your expectations to the realities of the business you are dealing with customersthatstick.com
  • 10. #7 Respect The Rules Hey, the coupon expired last week. If you want to ask whether the company will honor it, feel free. However, don’t get mad if the company says no. It had an expiration date for a reason. customersthatstick.com
  • 11. #8 Give The Company An Opportunity to Solve The Problem Are your really concerned with the problem or does it just feel good to complain? Give the company a chance to fix the problem before taking away your business or sending that angry tweet. customersthatstick.com
  • 12. #9 Seek First to Understand, Then to Be Understood It is amazing how much better everything in the world would be if people took the time to follow Mr. Coveys Fifth Habit. I know it’s fun to hear yourself talk, but maybe try listening and even understanding before declaring war. customersthatstick.com
  • 13. To Be A Good Customer You Should… customersthatstick.com
  • 14. #10 Attempt To Put It Back Where You Found It And if you don’t want to do that, at least don’t hide it on a shelf where no one will find it for a month. Stores make money by selling inventory, not by hiding it. If you won’t put it back, then take it to the register so the store can do so for you. customersthatstick.com
  • 15. #11 Pay Attention to Signs I just screwed this one up recently. I was buying a “treat” lunch for my employees, was having a meat grinder of a day, and got in the express lane with like 25 items. I didn’t even notice. The cashier checked me out and then politely pointed out that if I had more than ten items I should use one of the regular lanes next time. customersthatstick.com
  • 16. #12 Say Please and Thank You Your mother already told you this; you should listen to her! customersthatstick.com
  • 17. #13 Understand Tipping Protocols It’s important to understand the tipping expectations, if any, of the business you are patronizing. Not sure what to tip? Smart phones are magical things. customersthatstick.com
  • 18. #14 Ask For The Manager Yes, do… then say something nice about the employee that served you. customersthatstick.com
  • 19. #15 Herd Your Cattle… I Mean Kids Here’s the deal. You chose to bring your children to the restaurant. If you can’t control them, they get to ruin your meal not everyone else’s. Take them outside; too bad if the waitress just brought your food. That’s on you. customersthatstick.com
  • 20. #16 Put Down Your Cell Phone I get it… trust me. But most calls really can wait. If you can’t dump the call, at least, lower the phone, smile at the person helping you and apologize for being rude. Most service providers do not care if you talk to them; they just care that you don’t treat them like they do not exist. customersthatstick.com
  • 21. A Good Starting Point… Of course, this list of 16 Ways Not to Be a Jerk is in no way comprehensive, but it is a good starting point on how to be a good customer. Just remember that when a company does not live up to your expectations to take a deep breath before reacting. customersthatstick.com
  • 22. Want more on Customer Service and the Customer Experience? Download your copy of our FREE eBook, 7 Secret Customer Service Techniques Every Expert Knows. Click the book below!
  • 23. In addition to your FREE eBook, you will receive our eNewsletter, The Customer Conversation including… Exclusive Customer Service Content not published anywhere else Our popular Monday Motivation series eBook Click the Customer Service tools and resources Tab to Get Your Free… Also Connect with Us on Social Media!
  • 24. Photo Credits 4. Tape Measure (credit) 20. Man on Cell Phone (credit) 6. Woman at the Computer (credit) 21. Starting Line (credit) 7. Angry Man (credit) 22. Blonde Woman (credit) 8. Dog (credit) 22. Book Cover (credit) 10. Stop Watch (credit) 11. Woman with Phone (credit) 12. Woman Whispering (credit) 14. Store (credit) 15. No Vacancy Sign (credit) 16. Thank You Receipt (credit) 17. Restaurant server (credit) customersthatstick.com