How do you apply the IDEAL model to customer issues?

The first and foremost element of IDEAL is being available. Availability initially is very important because the following elements won't have a chance if you don't make yourself available to your prospective clients. Listen with anticipation and attentiveness. Read between the lines and repeat so that there's a clear understanding.

I grew up listening to one Mantra "Customer is always right" Then when I joined bank, same Mantra was written on the plaque on the wall. I follow the mantra to at least listen the customer what he wants to say. S(He) may not be right all the time, but no harm in listening which makes the customer calm down a bit. This gives us also the time to think on the feet as how to deal with the particular situation as each situation is different and need different tactics to resolve the issue.

One thing I have found out is some have a one-way thought pattern. Some clients really have not explored other options. With this insight of other options with timeline to fit their goal usually ease matters and make the end decision more pliable, more achievable, with less stress. Like the old saying, "there's more ways to travel to your fav burger joint".

The Explore step should also involve exploring the information/data for validity and consistency. Some information may not be valid or may be biased and should be cleaned before moving onto solutions phase.

So agree with brainstorming and note those ideas when it strikes, even if if does occur at 2am. LOL. When the time is right, information flows with ease and solutions are solved with no regrets. Don't be afraid inquire of the customer to do the same. Relaxed mind brings remarkable gains.

This fourth step is critical. If plan A doesn't prove the outcome, then the next step is critical to action. Plan B shouldn't be delayed, put into play immediately.

Been in this industry for 25 years. Problem solving is easy. Listen to both sides and be the mediator and arbitrator at same time. Read the room. You should know your employee enough to see who they are. The customer is not always right. And also remember in the service industry we are under constant stress and a small eye roll when busy or a stress related action could anger a guest. Most people Understand that we aren’t perfect and problems do arise. Reading the room in this industry is the utmost importance.

In re-evaluating the process helps moving the process forward moreso with greater expectations. Constant communications are key. Definitely measure the benefits and make adjustments where needed.