On a recent trip to my bank, I encountered an employee who had more excuses for not helping me than solutions to my problem. She simply apologized, over and over and over again.

It became clear that she wasn’t open to identifying a solution for a valued customer. She didn’t offer to call another branch or help me in any way. I had to suggest calling a branch to my next destination. Finally, the young man who welcomed me into the bank made the call and I was on my way. But not without more apologies from the teller who clearly felt that would make up for her lack of service.

When you’re confronted with an unfamiliar challenge, what do you do? Apologize for not being able to help, leaving your customer dangling, or do you seek solutions? If you’re a solutions-seeker, your future is bright!

For a transcript of my reports visit tmgspeaks.com.


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