Value the Answer
We answer all kinds of questions throughout the day. How can we value the answers we give?
Value the person asking the question.
Stop what you’re doing when you answer the question.
Recognize the impact of your answer.
Give them the whole answer—if the answer requires action on your part, follow through!
Value the person’s time and attention.
Anticipate questions and figure out a way to provide clear answers before the questions are asked.
Give feedback in the process of answering questions (e.g., the maintenance man will fix the problem in your cabin while you are at the evening service).
Don’t allow your situation to affect your answer; your bad day isn’t an excuse to give the person asking a question a bad day.
Follow up; the person may not ask again if his question wasn’t answered.
Get help with answers if you need it.
Use a considerate, helpful tone when answering questions . . . even if you’ve already answered the same question ninety-seven times.
Eye contact is crucial in determining if the person understands your answer and if he is asking the right question.
Consider the opportunity to answer the same question multiple times as your opportunity to develop a professional answer to that question.
All questions are good.
If you have to give a hard answer, do it with compassion; give an alternative if possible.
Smile!