The Inspired Insider
Weekly Newsletter | 03/13 - 03/19
Were you able to catch Leadership Live this morning? Don't sweat it!
Learn from Kevin Carr, a 20-year sports business and professional development executive. He is an acclaimed award-winning transition expert, author, leadership coach, and keynote speaker.
Kevin delivers a motivational session with his “9 Medallions” on personal and professional success critical work and life issues.
We will be learning about growing as a leader/developing others from him today.
- Focusing on skills as a leader to help your teams grow.
- What leadership skills are needed most to meet current and future challenges.
News of the Day
- If you are available to travel and assist in other markets please email email@example.com
- Daylight Saving Time is this coming! Don't forget to turn your clock ahead an hour this Sunday, March 13!
Our March Safety Quiz is out!
Complete the safety quiz for a chance to win exclusive Penmarc swag! This month's topic is COVID-19 Safety Awareness.
Self-Service coming to ADP!
We are excited to inform you that we will be rolling out Employee Self-Service in ADP! Our first phase will allow you to change and update your Direct Deposit information in ADP. This process is confidential and easy. When we roll out the Direct Deposit Self-Service process we will provide you with a comprehensive “how-to” guide. If needed, we will also offer some in-person guidance.
Right now we have two steps we are taking in preparation for this phase of our Self-Service rollout:
- We are going to be sending out Registration invitations to all employees who have not registered at ADP to date. We ask you to register in ADP so you can take advantage of this new feature! An email will come from ADP to complete this process.
- We are also asking all employees, who have completed the ADP Registration to ensure they can access their ADP account. This will ensure that you are able to log into ADP so that when the time comes, you have the ability to log in and change your Direct Deposit information.
To test your Login at ADP now, go to: http://www.workforcenow.adp.com/
The HR team is here to help, so please let us know if you have any questions or require additional information or assistance!!
Shout Out of the Week:
Brian Quinn (W2 - Raleigh)
"I'm writing to let you know what an amazing job Brian did when he installed my Container Store Elfa system last week (Thursday, March 10). He went above and beyond what any customer would expect to ensure that I got the best possible design and installation. He saw a shortcoming in the initial design and suggested I swap out 16" for 20" shelves -- a great idea. In addition, he noted a number of pieces that weren't specified in the original design but that would be needed for the best installation (e.g., wall fasteners for the vertical rails). In addition to being able to improve upon the plan, which made the finished job MUCH better, he made an additional trip to the Container Store to return unneeded materials and pick up the new items, returning late in the afternoon and working well into the evening to finish the job on the same day he started it. This guy worked incredibly hard on my project and was very professional. I'd give him five stars if I were completing his performance appraisal!"
- TCS Customer
The Inspired Podcast
Penmarc Inspired Podcast – March 16, 2022
Good day team!
Andy Payne here, Market Manager for the southeast, to talk with you again this week. On this call, I wanted to discuss ways to handle an upset customer and deescalate the situation, which I’m sure we’ve all encountered at one point or another.
Excellent customer service and etiquette are a cornerstone of our business here at Penmarc. Peter Drucker, whose ideas were some of the founding principles of modern business, had this to say about customer service.
“Quality in a service or product is not what you put into it. It is what the customer gets out of it”
Drucker understood that the success of a company, especially one like ours in the service industry, lived or died based on its customers’ experience. Our installers and coordinating team strive daily to provide the best customer service possible but despite that, there will be times we all encounter an upset or angry customer. Knowing some techniques to handle these situations can help prevent them from blowing up into a larger issue.
De-escalation techniques are strategies used to reduce, prevent, and resolve conflicts. They’re used by a wide variety of fields from law enforcement to customer support teams to maintain a calm atmosphere and prevent intense conflicts from occurring. Oftentimes when installers react by setting clear and respectful boundaries through de-escalation techniques, they can help manage customers’ emotions. In such situations, the customers will sometimes begin to act in accordance with the installer's demeanor which allows the installer to better assist the customer with their issues. Here are some techniques to use when de-escalating a situation with an upset customer.
The first thing to remember is to stay calm. When customers come to you for the support they’re often expressing their emotions as frustration, irritation, or anger. This can be difficult when you’re on the receiving end of those emotions but remember the customer is rarely upset with you. Often they’re upset with the process, the product, or some circumstances that have nothing to do with the installation. Remember the installation process can be an exciting time but also a disruptive time for customers. Some people respond to this level of stress better than others. Leaving your emotions out of the conversation, speaking objectively, and maintaining a placid tone can help you act as a calming force. This will help you get past the customer’s emotions and hit more at the root of their concerns.
Staying confident throughout the conversation will also help to keep the situation from escalating further. Even if you do not have an immediate solution you do have the tools to help get the ball rolling on a resolution for the customer. You’re able to see the issue first hand and are one of the best team members for giving feedback on how to help resolve the situation.
The next thing to remember is to actively listen to the customer. In a majority of cases when a customer is expressing their anger or frustration they’re looking for someone to listen to their concerns and help find solutions to their issues. Actively listening means not interrupting the customer as they speak, maintaining eye contact, and acknowledging you’re hearing them as they speak. This can be as simple as nodding along to the conversation. Just taking a moment to listen and allow them to vent their frustrations can help calm them down and allow you to get to the root of the issue for them.
Make sure that after the customer has explained the issue you are able to fully repeat their concerns back to them. This lets them know you were listening to them the entire time and have an understanding of their concerns. If you need clarification on any point, take a moment to ask questions so you can have all the information you need to help with resolution. All of this will help you determine the root cause of their issue. Once you have an understanding of the concerns you can work to partner with the appropriate parties for resolution.
Remember also to be sympathetic throughout the conversation. The last thing an upset customer wants is to feel like the person they are speaking with does not care about their concerns. Using phrases like “I understand how this could be frustrating” or “let’s see what we can do to help with this” lets the customer know you care and want to help.
Make sure though you are being realistic in what resolution you offer. Don’t make promises that you know you’re not able to keep or guarantee. Let them know what you intend to do, even if it's just partnering with the right person to pass along the customer's concerns so they can help find a resolution. The last thing you want to do is promise a resolution that may not happen which will only upset and disappoint the customer further.
Ultimately sometimes just offering a simple apology to a customer can help calm them down. Apologizing doesn’t mean you’re accepting blame or putting yourself in the wrong. You can even just tell them you’re sorry they’re having to deal with whatever is currently frustrating or angering them. This is another great way to show a customer you care.
Hopefully remembering these tips and techniques can help you the next time you have an upset customer!
Moving on to just a quick reminder from our friends on the B2B Team!
For any installers out there working on a B2B project that encounters issues please remember the correct line of communication when reaching out for help. We do not contact TCS Installation Services on these projects as the team there will not be able to help. You’ll want to reach out to the Penmarc B2B team. They can be reached at the following:
- By email at firstname.lastname@example.org
- By phone at 984-500-1015 press 2 and then press 2 again.
Ultimately if these two avenues do not allow you to get the resolution you need you can reach out to our B2B project manager, Josh Silba, at 480-603-5784.
And now for this week's Spirit of Excellence shout-outs.
Elizabeth Tanner & Patrick Ellison (W2s - San Francisco, CA)
"I was just doing a post ISV 2nd set of eyes on an Avera space that was recently measured and wanted to pass along the positive feedback on what was captured and submitted. These ISV results were complete, clear and easy to interpret." - TCS CCMM
Brian Quinn (W2 - Raleigh)
"I'm writing to let you know what an amazing job Brian did when he installed my Container Store Elfa system last week (Thursday, March 10). He went above and beyond what any customer would expect to ensure that I got the best possible design and installation. He saw a shortcoming in the initial design and suggested I swap out 16" for 20" shelves -- a great idea. In addition, he noted a number of pieces that weren't specified in the original design but that would be needed for the best installation (e.g., wall fasteners for the vertical rails). In addition to being able to improve upon the plan, which made the finished job MUCH better, he made an additional trip to the Container Store to return unneeded materials and pick up the new items, returning late in the afternoon and working well into the evening to finish the job on the same day he started it. This guy worked incredibly hard on my project and was very professional. I'd give him five stars if I were completing his performance appraisal!" - TCS Customer
Mark Entress (Sub - PIT)
"Mark finished Darlaine’s closet and she is over the moon happy, plus completely impressed with Mark and his attention to detail." - TCS In-home Designer
Edmond Avanos (Sub - Southern Cal)
"When it came time for our installation of the Laren master bedroom closet last week, Edmond was our installer. He was also beyond excellent and exceeded expectations! He was on time, professional and meticulous with his implementation of Pauline’s design. He brought it to life and truly gave us the perfect space to complete our home. It is worth mentioning as well that Edmond was an incredibly dedicated installer as he carried all the heavy closet pieces up to three flights of stairs and was so careful to not damage the stairwell walls and glass. The space he built is perfect!
Both of the above employees as well as the excellent quality of closet and value are why I will have no hesitation recommending The Container Store to friends and family who are looking for a space to be completed. As well, I will be looking for another closet and garage to be done in the near future and no doubt The Container Store will be my go-to!" - TCS Customer
David Benitez (Sub - DC Metro)
"David is really amazing and honestly his handling of all the issues has been really impressive. He should be rewarded." - TCS Customer
Measurement and ISV
Download the Measurement and ISV Form below.
Happy Workiversary to:
Week 03/13 - 03/19
3/16 - Chanel Dixon, 2 Yrs
3/15 - Beverly Volz, 1 Yr
Happy Birthday to:
Week 03/13 - 03/19
Mar 14 - Elizabeth Parker, Sarah Poole, Paisley Vincent
Mar 15 - Ashley Chisholm
Mar 18 - Andre Rashti