Customer Service Tip of the Week

Tire Dealers Becoming Teachers - 5/19/20


I recently needed two new tires for a vehicle, and I first went to the tire dealer’s website to find some options.  The site’s look/feel and ordering process had changed, and I didn’t see a tire I wanted, so I called the store to make an appointment. When I arrived Read more

Developing Fan Relations During COVID-19


As sports teams and organizations across the world are gearing up to start play without fans, these same organizations are also determining what that fan experience is going to be when fans start attending again.  Many sports organizations are focused on locking in revenue from existing fans - keeping Read more

Reduce Their Anxiety Leading Up to Their Return


Building customer comfort and confidence in going to your facilities is a process which has a lot of similarities to the technique we train clients on to reduce customer anxiety.  From a tactical perspective, when you’re interacting with somebody who is anxious or nervous, you want to get them Read more

Moving toward Normalcy: The Face-to-Face Keys - 5/12/20


As we slowly go back to a face-to-face world, here are a few quick reminders for what positively differentiates employees who understand the importance of body language and expressions v. those who don’t. Especially if you’re wearing a mask and serving customers, ensure your eyes are focused on the other Read more

Pivot to a Stronger Post-COVID Culture


If there ever was a time for virtually every organization to assess their culture, this is it.  Culture not only drives customer service, but it also drives long-term organizational success.  While leaders can define the Desired Culture and can chart a Vision, leaders typically do very little of the Read more

5 Steps to Valuing Another’s Time - 5/5/20


Is your time valuable?  Is the customer’s time valuable?  I would think we would answer “yes” to both questions, but what does that really mean?  It’s important, and it’s finite. Time is precious because it doesn’t come in unlimited quantities.  We can’t go to Amazon and buy more time.  It’s Read more

Put Yourself at the Controls of Change - 4/28/20


You have probably heard about manufacturing plants and restaurants who are pivoting during these challenging times and starting to make hand sanitizers, masks, and gowns.  They are being forced to change, and they’re trying to find the opportunities among the obstacles that surround them. Sometimes we, too, as individuals in Read more

From Team-up to Partner - 4/21/20


The phrase used to be “Team-up.”  Company A and Company B are going to Team-up to address this big consumer need. Now the term is “Partner.”  Organization A and Organization B are going to partner together to seek a resolution to this community issue. Both of these phrases essentially deal with Read more

6 Ways to Provide Something Extra - 4/14/20


Winnie and Wayne ordered take-out last week, and when they brought their food home, they put the bag on the kitchen table and started unloading.  As they were pulling out the boxes, they noted two little handwritten notes. Each was a Thank You Note written by a different employee Read more

Hope is a Powerful Word - 4/7/20


It was a typical daddy-daughter conversation. The two were just chatting about whatever a father and an 8-year old discuss, and the father decided to ask his daughter a question. What is your favorite word? With no hesitation, the girl said “Hope.” “What a great word!” the father replied.  He was Read more

The Rising Tide – 5/6/14 TOW

Posted on in Customer Service Tip of the Week Please leave a comment


The rising tide lifts all boats. I’m not sure who coined the phrase, but it fits into our workplace just as much as the high seas.

When I wrote the tip about motivating yourself by writing down your daily successes, a reader commented that it would be great to have a team meeting with other customer service staff each morning, and then have staff share one of their success stories from the prior day.

At face value, it sounded like a good idea, and as I thought about the concept and responded to the reader, it began to sound better and better.

Think about having a daily meeting that was simply “5 minutes of positives.” What would it do for you, your teammates, your staff? You could quickly see what one person did great, and pat them on the back. You could learn about how one person handled a tough situation effectively. You could feel good for others and enjoy the recognition when they celebrate your success. You could have a picture of success painted for you every day, creating a consistent focus among teammates on great customer service, and reinforcing what a great job others are doing.

This is about starting your day with 5 minutes of positive energy. This is about not just you or your customer; it’s about your team. It’s about the quality of the workplace continuously improving – creating a rising tide of positives and successes that lifts everyone.

Being intentional about having “5 minutes of positives” can be big in a team developing a common focus on customer service and more confidence in what they do.

Help the tide of your team to rise with 5 minutes of positives.


Adrian Knew the Goal of His Role – 4/29/14 TOW

Posted on in Customer Service Tip of the Week Please leave a comment


Last week was about the “5 P’s” of Building Confidence, but this week’s Tip will focus on the most significant one of all: Knowing Your Purpose.

I was facilitating a training workshop of K-12 bus drivers on Service Excellence. During the session, I asked everyone to create a “Personal Mission Statement.” Essentially I asked them “What is the greater good in what you do? What is the bigger reason for your job – beyond the miles you drive, the maintenance you check, the conversations you have?” I was essentially asking them “What’s the goal of your role?”

I told them that I’d give them a couple minutes to write down their thoughts, and soon everyone started writing except Adrian. So I asked Adrian if he had any questions about the assignment, and he said “No. I know exactly what my purpose is.” After giving everyone another minute to write, I asked for volunteers, and Adrian was the first to raise his hand. He said “I’m here to be a role model to the kids. I’m here to make sure they stay straight and give them advice when they need it.”

Now Adrian was probably only 23-24 years old at the time, but he knew his greater purpose. He knew that his true job – the true good he provided – went far beyond the thousands of miles he drove annually. It went far beyond the paperwork he completed and his many maintenance checks. His impact went beyond cleaning the bus and arriving on time.

He knew the goal of his role.

Do you Know Your Purpose? When you clearly understand your role and the greater good you provide for your customer, your co-worker, your company, and your community, you can be more confident in acting. You can be more decisive, because you know what you’re doing is part of your Purpose.

Find your inner Adrian – Know the Goal of Your Role.


Build Your Confidence with the 5 P’s – 4/22/14 TOW

Posted on in Customer Service Tip of the Week Please leave a comment


Sometimes a person’s anxiety, worry, indecision, passivity, inefficiency, and lack of ownership can all have the same source – lack of confidence. It could be the student unwilling to raise his hand in class; we could be discussing the leader making decisions simply by not making decisions. Maybe it’s the adult talking with twelve friends and family members about something to gain the 100% certainty that will never exist. Maybe it’s the employee who won’t take on a responsibility because they’re afraid of doing the wrong thing.

Years ago, we shared a Tip of the Week (TOW) that talked about how to build confidence, and what we’re doing today is expanding that list to build your confidence further. To build your confidence, here are the 5 P’s of knowledge-building. You need to “Know Your:”

  • Processes – Learn your organization’s information flows and process flows so you can know HOW things occur and be able to explain the HOW of actions to customers.
  • Policies – Understand the company’s policies and the reasons for them to be able to explain the WHY behind the WHAT to customers.
  • Products – Become well aware of your organization’s products and services so you can easily match the customer’s issue/need/goal to your company’s solution.
  • People – Know who does what in your organization so you’re aware of whom to contact to address a need; also, get to know your customers – ask questions, look at their purchase/participation/service history so you can tailor your response to what makes them and their situation unique.
  • Purpose – Understand your purpose. We’ll address this more in next week’s TOW, but think of Purpose like this – why do you do what you do? Beyond the tasks, meetings, notes, communications, paperwork – what is the greater good in what you do? If you know the ultimate goal of your role, you can be more confident, particularly when what you are being asked to do might not be “within the job description.”

Use this knowledge-based approach to becoming more confident in interactions with customers.

Build confidence by building knowledge.