Working in support is overwhelming. It’s easy to fire off a quick reply or pick up the phone for a call and be short with your customer. I’ve done it.
I’ve fired off an email without thinking it through and I left out some important information. Or I looked back on it after I’d hit send and realized I sounded rude or annoyed and did not mean to.
Every time I have made a blunder, it could have easily been avoided had I done one simple thing. Slow Down.
It’s easy to rush when the phone is ringing, emails are piling up and my ticket queue is growing ever larger. Speed is a necessary part of getting work done and helping customers. However, being reckless serves no one.
When I go too fast, I make mistakes and have to redo my work. And when I make mistakes, the customer is not being served so I’m right back where I started.
Slow down. Take a breath. Proceed when you’re ready. There is a difference working quickly and working recklessly. Customers appreciate speed. They love having work done quickly and correctly.
Reckless work means having to redo work. Reckless work means having unhappy customers. Slowing down is the best thing you can do for your customers.