Thanks Jacob! I’ve had that happen before and it’s tremendously frustrating, even more so when it is obvious that the distraction has nothing to do with you or your transaction.

A lot comes down to the rep’s ability to communicate; but even that has a limit if you’re taking up someone’s time. One thing I try to train on is that nowadays you should simply assume everyone you serve is in a hurry.

I hope my following comment makes sense, but here it goes…

To piggyback on #7 – keep the customer “flowing” through the process. Make sure you’re not rushing them, but at the same time, make sure they are not being “held hostage” by you. For example, I don’t like when I’m at a business and when I’m trying to pay and leave… for example… the rep has to stop and talk to a colleague about something else. I’m now being held hostage while they finish chit chatting.

This can be many things; waiting on a document they should’ve sent you, waiting for the clerk in front of you to finish a phone chat, etc… keep the customer flowing through the process until the customer’s experience is complete. You never want the customer or their experience waiting unnecessarily on your poor prioritization.

I know… As a customer, I hate it. As businessperson, I want the data. Like you said, just try to remember what it’s like to be a customer! Best way to approach it.