We Are Customer Service

The other day my wife and I were upset that our Netflix wasn't working correctly.  We tried everything we knew to get it to function properly and deliver the streaming movies that we were so excited to watch.  Nothing worked and we were not very happy.  So, we decided that we needed to call Netflix and see if they could help.  Sure enough, after a short wait on hold, we talked to a very nice gentleman that seemed to know exactly what our problem was.  Within 5 minutes everything was working perfectly.  What great customer service!
Wouldn't it be nice if it were that easy in the swimming world.  As coaches we deal with parents that are just as upset as my wife and I were when things weren't working the way we wanted them to.  Unfortunately, the problems coaches deal with are not always an easy fix.  So, how do we deal with the problems that unsatisfied customers (swim parents) come to us with.  They have invested a great deal of time and money into our product and we need to be sensitive to their frustration and listen to what they have to say, why they are upset, and work toward fixing the problem...even if it's you.  I don't suggest you change WHO you are and what you believe in as a coach, but simply look inward to see if you can improve as a coach to fit the needs of that family and others that may feel the same way.  The "my way or the highway" mentality can be a bit to hard to swallow when dealing with people that are used to Netflix and Apple customer service.  At Starbucks, the customer is always right - even when they aren't.  You can go to a Starbucks and complain that your coffee is to hot and get a new one for free!
Parents care about their kids and we need to understand that we are customer service and we need to do everything we can to educate and help these parents understand what we are trying to accomplish with their kids.  If they are confused, we clarify with pertinent information regarding the needs of their child.  If they are angry, we calm them down with knowledge that can help them understand the program.  If they are disappointed, we give them hope that we will be there for them and we will do everything we can to help their child succeed.
It's not always easy to be a swim coach and deal with swim parents, but if they believe that you are there to help them and their child move forward it can be a very rewarding career.  We have all dealt with bad customer service before.  Bad customer service makes people angry and eventually those angry people will not use that service any longer.  Good customer service makes people feel at ease, confident, like they are in good hands.  People who are confident in their service stay for life.