Customer Service Tip of the Week

Challenges Create Opportunity, People Create Change - 4/20/21


There are so many great things that have been said over the years about overcoming challenges, pushing aside the roadblocks of life, dealing with difficulties.  And these are important points of discussion because challenges are all around us.  There are challenges with our personal health or in our personal Read more

The Passive Predicament - 4/13/21


The employee is speaking to you.  Do they have that look in the eyes like they’re hanging on your every word, like they’re processing, interpreting, and getting ready to quickly respond to your key points and questions?  Or do they have the look of somebody in the 2nd hour Read more

Regain Lost Motivation - 4/6/21


For many of us over the last 12 months, our home has also become our workplace.  Our work interaction has been 2-dimensional through the computer screen as opposed to the 3-dimensional experiences we’re used to with co-workers and customers. We are all motivated in our own unique ways.  Some are Read more

The Answer is Right, but the Service is Wrong - 3/30/21


Maggie was irate.  The gift she ordered needed to be received by the 20th of the month so she could give it to her cousin for his birthday.  It was the 19th, and Maggie couldn’t find any shipping update online, so she called the company.  The employee said “Oh!  Read more

Question Everything, but What’s the Question? - 3/23/21


The new leader joins the organization, and she decides she wants to question everything.  She wants employees to question everything.  Why have we always done it this way? Why do we continue to do it that way? Is this the best way to work? Sometimes it’s a great management Read more

The Resourceful Rep - 3/16/21


One of our clients is seeking to develop Customer Service Standards.  We’re working with them to identify those key expectations of staff that will enable the organization to deliver a consistent high-level customer experience.  One of the key attributes that this organization is seeking from its team members is Read more

Be Proactive like a Pro - 3/9/21


We constantly work with clients, encouraging them to become more proactive with customers.  Don’t just be reactive, waiting for the customer to ask questions or to complain.  Instead, go to the customer, anticipate their needs, suggest something to them. But many of us, frankly, don’t know how to be proactive.  Read more

Find One Unique Thing - 3/2/21


Many of us are not in a position to develop long-term relationships with our customers.  Our encounters are often one-time only with a customer - very brief and likely to be our only time chatting with this individual. And even though there may not be a long-term professional relationship developed, Read more

Should I Stay or Should I Go? - 2/23/21


Should I stay or should I go?  That’s not just a classic song by The Clash.  It’s also the question customers ask more and more, especially during difficult economic times. A recent study in the Charlotte Business Journal noted that 50% of North Carolina businesses are concerned with how to Read more

Optimism – A Force for Good in Customer Service - 2/16/21


Will 2021 be a better year than 2020?  I have absolutely no idea.  Maybe it would be nice to see into the future and know for certain, but I can’t and I don’t.  But as I wade further and further into this year, I can hope that the water Read more

Have Resolve – 12/31/13 TOW

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Are you going to exercise five days a week in 2014? How about giving up non-diet sodas? What about that 3 mile run every day? During the New Year, most people will talk about “New Year’s Resolutions.” Whether we/they make resolutions is one thing, and whether we keep them is entirely something else.

But the idea of “Resolution” or “having resolve” is a great concept. Resolve gets into determination, will, focus, being decisive, and inner strength. Resolve is a quality of many individuals who are great at customer service. Having Resolve means that when there are issues, you’re determined to fix them. You not only know what’s right, but you have the drive and desire (the will) to do what’s right.

Resolve means you have a focus on doing that which specifically needs to be done, and you have made a conscious decision to act. And Resolve is an inner strength that you have that can handle all those people, all those external challenges, all those curve balls thrown your way that can get you “off task.”

As we wade into 2014, keep in mind that there will be many tough tasks that you’ll be assigned. There will be many difficult customer and co-worker conversations and relationships. You’ll have the stretch goals and the physical and emotional challenges. But you can successfully get through those tougher times. You can come out on the back end with a smile and with accomplishment. You can succeed.

You can face the challenges of the New Year, if you Have Resolve.


2013 Holiday Poem – 12/24/13 TOW

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There comes a time when the dust will settle,
When the frenzy begins to fade,
When tasks and To Do’s and fires to fight
Will slowly go away.

It’s often a time that’s brief and still.
It’s a time to enjoy each day.
For we know when that time is over,
The new rush will come our way.

So if this is a time of settle and fade,
I hope you see what I do.
It’s a time to rejuvenate and refill,
To gain energy to see us through.

Appreciate any rest, any time with friends.
Appreciate the rare solitude.
And reset your mind and heart and soul
To ring in the New Year with a great attitude.


Create Your Own “Fan Guide” – 12/17/13 TOW

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Benchmarking is a wonderful thing. Airlines learn how to turnaround flights faster by watching NASCAR pit crews. Businesses learn how to create engaging employees by watching the Disney experience.

In keeping with this theme, here’s a benchmarking exercise for you. Let’s look at the “A-Z Fan Guide” from a sports organization. One of our pro basketball clients creates this Guide every year for its fans. It’s a pocket-sized document (also provided in “e-form”) that is given to key fans and employees who work with the fans.

These are some of the topic areas:

  • Event/Game Schedule.
  • Contact Information for Corporate Offices and Customer Service.
  • Arena Policies.
  • ATM Machine Locations.
  • Program/Product/Merchandise Overviews and Contact Information.
  • Information on Broadcast Partners (e.g., television and radio).
  • Concessions – Options, Descriptions, and Locations.
  • Directions.
  • Arena Map.
  • Guest Conduct Overview.
  • Account Holder Management Website Information.
  • Parking Locations, Access, and Cost.
  • Free Promotions.
  • Publications.
  • Season Ticket Holder Express Lines and Other Benefits.

Essentially, it’s a combination of educational and promotional information all in one good looking, convenient package. It addresses processes, products/services, promotions, personal contact information, policies, perks, partners, and the physical location. Now think about how this could apply to your business.

What would you share with your clients to educate them on the best experience they could have with you? What promotional options would you mix into this tool? To whom would you provide such a tool? In other words, who would benefit most from one key tool to best navigate your organization and utilize your products and services?

Learn from the pro sports “A-Z Fan Guide” to best educate and inform your customers.