This week, I’d like to play a game with you. But first, a little background..
I’ve loved icebreaker games for as long as I can remember. Yes, the initial awkwardness that is inherent to all “getting-to-know-you” games is, well, awkward. I don’t love that, but who does? But what I love is the challenge to think a little differently – to use a different part of the brain.
My personal favorite? You may have played it once or twice yourself at summer camp: Two Truths and a Lie.
For the uninitiated, I’ll explain.
In Two Truths and a Lie, three statements are told to a group. The object is to determine which is false. The group votes on which is the lie and after, it’s revealed which actually was.
Think you’ve got it? Let’s play with someone you no doubt know well: the Tough Customer.

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Take a closer look behind each statement.

1. The Tough Customer is an informed one. They want to know if what they’ve experienced with you is the norm.
2. The Tough Customer has high standards for your business, sometimes even higher than your own. They speak their mind when they are upset, but they give second changes with quick, genuine recovery.
3. The Tough Customer is important and can make it feel at times like they are the only one who matters. But, they know they aren’t and believe a great customer experience applies to all.

Feel like you know the Tough Customer a bit better? Good. While they are hard to please, they are not impossible. The Tough Customer is an ally. And usually, they give the best referrals.
photo credit: ©iStock.com/joshblake

This week’s author wants to wake up your brain and play an icebreaker game. When was the last time you thought about tough customers? Comment below or share with Jennifer directly!