We Listen to the customer, Acknowledge their complaint, Take action by solving the problem, Thank them and then Explain why the problem occurred.
I stumbled on this LATTE method while reading the book “The Power of Habit” by Charles Duhigg. It reminded me that unknowingly I have been using this mantra for a very Long time. Of course I am not perfect in all the L. A. T. T. E but I like to believe that I try everyday.
A Starbucks routine that employees are taught to use during the stressful inflection points, is also one that I had to master during my career. Every day is not a bed of roses, but if you are trained to handle the stress and are prepared to deal with the criticism, LATTE would help you have a beautiful evening.
Let’s start with the first letter “L”. Listening is an art and I have admired those who can do this well. I am a bit short handed here. Since I know my weakness, I rely on tiny notes and drawings to contemplate the crux of problem which the person sitting right in front of me has put on the table.
“A” acknowledging is simple, if you believe that the person sitting next to you, trusts you to help him solve his problem. It might be way too much to handle in one go. In this case, it’s time to wear your glasses and split this one big problem into manageable chunks. One piece at a time and you will get there.
“T”, taking action can be tricky if you are not completely convinced that it is a problem or an action is necessary. At times you have to master your fear. You might not understand the big picture but if you are determined to solve it, you might land up in paradise you never expected.
“T”, the most important part of success. Thank him, who helped you conquer your fears and lead you one step closer to success.
“E”, explanation is not just for the requester but for you as well. It helps you understand why this problem originated and how you will handle it if it reoccurred again. Not to forget that sense of accomplishment is all yours.
I love my LATTE Xtra HOT, how about you?