Be a Good Listener but Explain Policies

After five years of interacting with customers at the Improv comedy clubs in Irvine and Brea, manager Robert Hartman says he’s developed a number of successful strategies for dealing with the public:

* Listen carefully. “Give them a chance to vent and get it off their chest. Listen to what they’ve got to say. Don’t interrupt. A lot of times, people just want to be heard.”

* Always take notes during your conversation. “Even if you’re just scribbling, ‘This guy’s a jerk,’ they feel the problem is being taken more seriously when you take notes. I always write down their name, address and phone number, and a brief description of the problem in the event I need to refresh my memory later.”

* Repeat the problem. “Be an active listener. By repeating what they’ve said, you accomplish two things. You not only make sure you understand their complaint, but you make sure they understand that you understand.”

* Explain your policy or position clearly and simply. “I always explain the rationale behind our policies. I also remind them that the policies are clearly posted at the box office. (And) if people understand why a policy exists, they’re more likely to respect it.”

* Be conscious of body language. “The way you approach someone who has a complaint can really affect how your conversation will unfold. Always smile. The other thing I always do when I approach a table is squat down so I’m looking at the customer at eye level. If you stand over them, it turns you into an authority figure. That tends to only make them more aggressive.”

* Resolve problems immediately. “I never say, ‘I’ll get back with you,’ because the longer they wait for a response, the more aggravated they get. Even if they don’t like your decision, they’ll usually respect the fact you dealt with it quickly and directly.”

* Never use the word No. “A lot of people hear the word no and go nuts. There are all sorts of ways to say no without using the word. ‘I’m sorry, I can’t do that. . . .’ ‘I wish I could move you closer to the stage, but all the front tables are occupied by people who arrived earlier. . . .’ ”

* Give the customer options. “If a customer is really unhappy, I always give them options. I may offer them passes and suggest they come back another time. That way, they have a choice. They maintain a sense of power in how the problem is resolved. It becomes their decision as much as it is mine.”