I have just three things to teach:
simplicity, patience, compassion.
These three are your greatest treasures.
Simple in actions and in thoughts,
you return to the source of being.
Patient with both friends and enemies,
you accord with the way things are.
Compassionate toward yourself,
you reconcile all beings in the world.
- Tao Te Ching, Lao-tzu
Running a business is about creating relationships. One of the things I uncovered for myself is that there is a tremendous difference between
making a customer happy and
using my creativity to serve humanity.
An accepted belief in many circles is that it is impossible to make another person happy. True happiness comes from within and is the result of how we choose to perceive a passing moment. I love this concept, but honestly, I struggle to put it into practice nearly every day because I'm still trying to let go of the nagging idea that what I do has the power to change another person.
Through observing my internal struggle, over time I came to realize that my business isn't about making people happy, but rather it's about serving humanity. Within my paradigm of using my creativity to serve humanity, all shades of unhappy to happy co-exist and are perfectly valid experiences.
For example, if I send a
Hint Jewelry charm to a customer, and it is not the size that I promised or it is damaged in some way, perhaps this friend is unhappy because they didn't receive what they were hoping for. Whether the customer is happy or unhappy isn't so much the endpoint of the experience, but rather the beginning of a relationship.
Through the giving and receiving of money and goods, we create the starting point for relating to the deepest parts of ourselves. As a business owner, how I choose to act when resolving a problem is how I serve humanity.
For instance, maybe the solutions I provide don't sit well with my customer. That's okay because by opening a dialogue I create opportunities to learn about myself and others -- my tolerance, my resistance, my compassion, and my own wanting. Serving humanity isn't about dishing out delicious plates happiness but rather it's about providing space for personal growth and discovery -- the good and the bad.
If someone is unhappy with your product or critical of your work, then you've just given them the gift of exploring a hidden part of themselves. By returning your product, they've learned that they may like another style better or perhaps they've realized that this particular material object isn't going to fulfill them and make them happy but hanging out with their family does. A "negative" experience always has a positive outcome because there is learning to be found.
As a business owner you may work tirelessly to avoid negative experiences or worry yourself silly if people are truly happy with your art, but this desire to avoid what might bring you discomfort is actually holding you back from learning about yourself and others.
So embrace it all. Don't hold yourself back from the unhappy customer experience. Try to see it as an opportunity to create an opening of heart space for yourself and another. For remember, there are no real returns only continual investments in your life and the lives of others.
Beth's Recipe for Customer Service
1.
Simplicity
Keep my thoughts about a negative customer experience simple and use curiosity to learn more about this new friend and situation.
2.
Patience
Use empathy to connect with a customer's disappointment.
3.
Compassion
Give myself a hug for being perfectly imperfect and be willing to connect with my own shortcomings so as to grow as a human being.