The sign in the bathroom read, “We prefer paper towels too, but air dryers save trees, water, oil and landfill space. Thanks for understanding.”
By having someone somewhere acknowledge my frustration with hand air dryers I let go of my resistance to using it. I actually felt good about rubbing my hands together to save the environment.
When our feelings are acknowledged we are a lot more likely to be understanding and patient. In customer service this is a powerful tool. By saying, “I’m sorry for your trouble,” or “I appreciate your frustration,” the other person feels valued.
Anticipating customers’ or employees’ needs and feelings will likely generate their support. Ask for employee feedback or participation in making policies. Empathize with your customers’ feelings.
By showing an appreciation for what others are experiencing you will generate a lot less hot air than those hand dryers!