Virtue of Patience — an especially important virtue when we vie to deliver great service

Copyright: ilyakalinin / 123RF Stock Photo

Daily life puts many demands on our time. And while we run around in a frenzy trying to complete all of our day-to-day tasks and plans, we need to stop, take a breath, and remember the virtue and grace of patience. The following story was told to me by a colleague and friend. I hope it inspires you, even though it’s a lesson taught from the customer’s perspective — but one that can be applied by us as customer service agents.

Real World Story: “Yes, I waited until the last possible minute to get ready for my daughter’s birthday party. I found myself at the supermarket near midnight, trying to get ready for the following morning. It was obvious that everyone in the store was in a frenzy to get their shopping done and to get out of the store as soon as possible, too. When I was the next person in line, the cashier ran out of register tape. Almost instantly, everyone started to moan and groan the delay — some even made snide remarks. This made the cashier nervous, making her fumble around to fix the issue. I looked directly into her eyes, and then up and down the line of customers, and said: ‘Don’t worry. Please take your time. It’s nobody’s fault that we all waited until the last minute to come shopping. Do what you have to do to get your register working. I’m in no hurry, and I’m sure everyone else can wait a minute or two.’”

So what can we learn from this story about delivering exceptional service?

Strategies that Turn it Around:

1. Patience is a virtue. The dictionary defines this term as “the ability to wait for something without getting angry or upset is a valuable quality in a person.” No matter if you are a customer or service agent, waiting patiently goes a long way to winning over people.
2. Virtue is a grace. The dictionary defines grace as “simple elegance.” What can be more elegant in a customer service transaction than the ability to be patient? Whether you are a customer or service agent, showing others the elegance of patience will make you a person to be remembered. So why not demonstrate to others that you have the virtue and grace of patience during each and every customer service transaction?

Remember: A little patience and kindness goes a long way in creating loyal customers who will talk to others about the great service you offer. So why not make patience contagious?

What do YOU do to ensure that incorporating patience will guarantee you the delivery of great customer service? Please share your comments and stories.