{"id":2026,"date":"2013-07-25T14:07:33","date_gmt":"2013-07-25T19:07:33","guid":{"rendered":"http:\/\/etereman.com\/remanu\/?p=2026"},"modified":"2013-07-25T14:07:33","modified_gmt":"2013-07-25T19:07:33","slug":"wheres-the-fire","status":"publish","type":"post","link":"https:\/\/etereman.com\/remanu\/2013\/07\/25\/wheres-the-fire\/","title":{"rendered":"Where's the Fire?"},"content":{"rendered":"

\"\u00a9

\u00a9 Depositphotos.com\/ shockfactor.de<\/p><\/div>
\nThe other afternoon, I went to an automotive supplies store. No, I wasn\u2019t lost. I needed a small tool and figured they might have it. Plus, it was an opportunity to support our industry.
\nI was wandering the aisles for all of 30 seconds when a friendly employee pointed me in the right direction. With what I came for in hand, I got in line.
\nAnd then it happened.
\n\u201cWe\u2019ve lost connection. Our system is down. Our ENTIRE system is DOWN!\u201d<\/i>
\nThe look on his face was pure panic\u2026.and you could obviously hear it in his voice. Who the heck was this guy freaking out? I scanned his name tag. Oh. The store manager. Cool.
\nHe continued.
\n\u201cBob! Get on the phone NOW! Call corporate. We\u2019re down. We\u2019re DOWN!\u201d<\/i> As Bob feverishly punched numbers into the closest register phone, the dozen or so customers in line around me started to head towards the door.
\nEnter, friendly employee from earlier.
\n\u201cHey, guys. It appears our system is down but it should only take a few minutes to restart. If you\u2019re paying with cash, I can actually help you right now on this first register.\u201d<\/i>
\n\u201cOh and sir, that looks heavy. Let me put that right on the counter here so you don\u2019t have to hold it. Now, which would you like: a soda or a water?\u201d<\/i>
\nIn 5 minutes, their computer system was up and running. Not a single customer walked out while they were waiting.
\nOne friendly employee saved this store hundreds of dollars in lost sales. Great, right? But, that\u2019s not the important takeaway.
\nWe\u2019ve all been like the store manager before. Something happened and you acted like you and the whole building around you were on fire. Your employees saw. Your boss saw. And your customers saw.
\nWhen it feels like the moment you\u2019re in is going up in flames, remember:
\nYour Face<\/b>. A poker face isn\u2019t just for playing cards. If you let worry and stress stretch from ear to ear, expect to see the same on the faces staring back at you.
\nYour Voice<\/b>. If you\u2019re the loudest person in the room, you\u2019re bound to attract some attention. So keep the swearing, exclaiming, and name-calling down.
\nYour Words.<\/b> In a hot situation, it\u2019s also about how<\/i> you say what you say. Choose your words carefully and make sure they are not only polite, but solution-oriented.
\nSo, where\u2019s the fire? You\u2019re it. Put it out before it starts or don\u2019t be surprised when you lose credibility, respect, and sales.<\/p>\n

\n

\"\"<\/em>
\nThis week, Director of Customer Experience Jennifer Porter shares a lesson right from an automotive supplies store. Have you ever been on fire? Share in the comments below or with her directly<\/a>.<\/i><\/p>\n","protected":false},"excerpt":{"rendered":"

The other afternoon, I went to an automotive supplies store. No, I wasn\u2019t lost. I needed a small tool and figured they might have it. Plus, it was an opportunity to support our industry. I was wandering the aisles for all of 30 seconds when a friendly employee pointed me in the right direction. With […]<\/p>\n","protected":false},"author":11,"featured_media":2418,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_mi_skip_tracking":false},"categories":[4,12],"tags":[20,226,227],"acf":[],"yoast_head":"\nWhere's the Fire? - REMANU<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/etereman.com\/remanu\/2013\/07\/25\/wheres-the-fire\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Where's the Fire? - REMANU\" \/>\n<meta property=\"og:description\" content=\"The other afternoon, I went to an automotive supplies store. No, I wasn\u2019t lost. I needed a small tool and figured they might have it. Plus, it was an opportunity to support our industry. 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