This week I had an interesting experience related to customer service. Over the last few weeks, I have had a number of problems with my vehicles. I heard an unusual knocking noise from the engine of our truck and the car just wouldn’t start.
In order to save money, I have always tried to fix my cars by myself or with help from one of my friends wherever possible. I am no master mechanic, but since I am mechanically minded and have had a lot of great tutors along the way, I have been able to do a lot of my own mechanical work.
With each fix, I have had to run back and forth to the auto parts stores. Through the years I have worked with different people at the auto parts stores. Some have been very knowledgeable on cars and the parts and products, while others have not been.
The Problem
This week as I began fixing the truck and car, I had several questions on which parts to use and whether or not they were available. I started out by calling the auto parts store to tell them my situation. They told me they had just the parts I was looking for and I should come in to buy them.
Once I got to the store, I approached one store employee and began to ask him my questions. As he answered my questions, he really didn’t know the true answers but gave me a response anyway. He suggested a couple of options I should try and identified parts I should buy for each.
Just as I have done in the past, I bought the recommended parts and went home to begin working on the car. Once I got home, I began taking things apart. It didn’t take long to realize I had all the wrong parts.
Wrong Answer
I went back to the store and replaced parts with what I thought were the right parts upon recommendation from the store employee (bad mistake). Once again, when I got home I had the wrong parts. I ended up going back to the store and taking back all the parts. This time I knew better and didn’t buy any more parts from that store.
This situation frustrated me because I went back and forth from my house to the store a couple of times to exchange out the wrong parts that I purchased on recommendation from the store employee. None of his recommendations worked because the parts I was looking for had to be special ordered. Over and over again he told me which parts I should buy, but he was wrong each time.
As a leader, it is very important to teach your employees not to be afraid to say, “I don’t know the answer, but I will find out and let you know.” From there, it is important to identify the true solution to the problem. It can be easy to speculate or guess an answer, but you should resist the urge to give an answer off the cuff that may not be correct.
I Don’t Know
If you are going to give an off the cuff answer, you should be sure to say, “I don’t know the answer, but this would be my guess” or “I don’t know the answer, but I will find out.” Giving the wrong answers as if they are right will make your customers mad.
As a leader, you should not be afraid to give this response when you don’t know an answer. People would much rather hear that you don’t know, but you will find out the answer as opposed to getting the wrong answer.
So how would you have handled the situation if I were your customer? How do you respond when you don’t know the answer? What suggestions do you have for solving a problem if you don’t know the answer? Please share your suggestions in the comments section below!
Our education system taught us from young that saying I don’t know is a taboo. As a young boy, I would rather remain silent in class when chose to answer a question than to say I don’t know. Only when I grew up became a leader, then I realize it’s ok to say I don’t know. I gain more respect from others for being honest. It build my credibility as a trainer and coach too. Because those who come to me with a question know that they will get the truth from me.
Welcome Joe!
It is so true that when going through school you are taught that “I don’t know” is the wrong answer. You are expected to have the right answer and have it ready now. Just as you mentioned, if you take this same attitude to leadership, you will probably be very challenged. It won’t take long for you to get overwhelmed because you won’t have all the answers. It is best to be honest and say that you don’t know. From there, you should do all you can to get the answer as quickly as reasonably possible. Thanks for sharing your thoughts and insight!