Customer Service Tip of the Week

Bring Magic to Your Account Management - 1/19/21


One of our first sports-industry clients was the Orlando Magic.  They were a true leading-edge organization in the early 2000s when it came to dedicating resources to season ticket holder retention.  They didn’t make customer service, relationship-development, and renewals simply a function of the Sales department.  They broke it Read more

Customers Want Easy, but Easy is Difficult - 1/12/21


New employees go through days of training to learn products and services.  They have formal workshops to learn how to use their office applications, web functions, and whatever programs are specific to their department.  They test new technology, and they get quizzed on knowledge of policies.  This is hours Read more

Make 2021 the Year of Building Relationships - 1/5/21


I’ve been very fortunate over this company’s 20+ years in business to have great and long-lasting relationships with many clients, colleagues, business partners, and co-workers.  It’s a gift to be able to call on these individuals for advice or referrals or to be a sounding board.  And it’s just Read more

Bring Warmth During Winter - 12/29/20


Winter is upon us.  Now, winter can mean different things to different people in different regions, but just the word conjures up cold.  It conjures up visions of snow.  It conjures up feelings of wind and lack of warmth. Although some of us may like the cold at times of Read more

2020 Holiday Poem - 12/22/20


When in the role of customer service,We are wired to give and give.It’s built into our DNA.It’s simply the way we live. In order to give to others,We need to find ways to give them their fill.We need to pour empathy and openness into them.To serve, we need to have Read more

It’s NOT about the Cinnamon - 12/15/20


It was happening again.  Jessica had just handed the freshly made concoction to her coffee shop customer, and less than a minute later, the customer was in Jessica’s face, red as a beet, ranting and raving:  I specifically asked for extra cinnamon on top!  Does this look like extra Read more

Locke-in from the Start - 12/8/20


John Locke was a 17th century English philosopher, physician, and researcher.  He wrote many papers arguing particular points, oftentimes using reason and facts as the basis for his position.  He noted that many disagreements start because there is – in my words – a lack of real clarity about Read more

The End of the Tunnel - 12/1/20


Have you ever heard the expression:  There’s light at the end of the tunnel… In this COVID-era world, it sure does feel like the tunnel is long, doesn’t it?  It sure feels like this is not a light that we’ll be at in 2 seconds after the train goes another Read more

A Lesson in Gratitude - 11/24/20


Mr. Robinson went to the hardware store with his teenaged son, Steve.  Steve was starting his first woodworking project – building a small coffee table – and needed supplies.  As they walked the aisles, Mr. Robinson and Steve couldn’t find the exact type of wood they wanted, so Mr. Read more

Why Your Job is Important - 11/17/20


I was speaking with a client recently, and she was telling me about one of the classes delivered by their professional development team. Her description of the course reminded me of some client workshops we’ve conducted where a part of the outcome is having individual staff develop Personal Mission Read more

Reach Out to Customers the Right Way – 3/31/20

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Depending on what industry that you work in, business is either booming, or it’s greatly slowed down.  I’m not sure if there’s much of a middle ground these days – where industries are working as normal.

If you’re in one of the industries where business has slowed, there may be an opportunity for you, and a need to address.  When customers are not coming to us as often – to take out a loan for a financial institution, to order products, to buy tickets to a sporting event, to submit plans for new construction – those are times where we lose touch points with our customers. Those are times when we lose contact. Those are times where there are gaps in the communication which can lead to relationships going stale.

Therefore, these are times when we need to ramp up our proactive communications with customers.

Three Types of Proactive Touches – Pick the Right Ones

Too often, businesses view proactive touch points with customers only as opportunities to market and sell. However, you may recall that we recommend three different types of touch points with customers.  One obviously is a proactive communication where you’re marketing and selling, but the first touch point is one where you are seeking information from your customers, asking questions, conducting short surveys, or inquiring about the customer.  The second is actually a proactive push of information, but it is not sales and marketing-oriented. Instead, you are sharing information of value. You’re trying to help the customer.  You are offering educational information to help them personally or professionally.

So, two of the three proactive touches have nothing to do with marketing and sales, and these softer touches are the ones to ramp up at times like these.

When the number of times that your customer reaches out to you goes down, ramp up the number of proactive touches to your customers.  But with empathy, remember that these touches are focused on learning about them and how they’re doing; these touches are about providing information valuable to them – to help them.

Keep your proactive communications with your customers going.

Don’t let relationships go stale.

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LEAD them Away from Anger – 3/24/20

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Last week we addressed keeping our personal sanity.  This week, let’s discuss dealing with customer insanity.  That may not be the best choice of words, but many customers are overreacting.  In last week’s Tip, we discussed dealing with emotions of anxiety and nervousness from customers, but many customers are also quicker to frustration or anger.

I witnessed this last week when picking up dinner curbside at a restaurant.  The employee was new (1 week on the job) and had never worked curbside before that day.  The restaurant had just closed for inside serving, so this was the first purely takeout day.  The staff had to be stressed.  There were 4 cars, the 1 employee working curbside, other cars were arriving, and service was understandably slow.

I couldn’t hear much of what the other customers said to the employee, but the facial expressions and body language conveyed impatience, frustration, and a little anger.  No empathy for the employee.  No understanding for the restaurant that had probably laid off most of their workforce the prior day.

While we – in customer service – need to have empathy for customers, we can’t assume they’ll have the same for us.  They may be triggered quickly, and they may be impatient and unload emotions on us.  So, this is a good time to refresh on our LEAD technique to defuse the angry customer:

  • Listen to the Customer – Let them vent; then start asking questions with options (such as a Yes/No variety or “Did it happen Tuesday or Wednesday?”) or seeking facts. Get them to think and respond objectively, factually.
  • Empathize with Their Situation – Convey your understanding of their situation and feelings. “I can understand how this could be frustrating.”
  • Accept Responsibility – Apologize if the company did something wrong such as “On behalf of the organization, I apologize.” If there’s really nothing to apologize for, at least say the magic words “I’m sorry,” even if all you’re doing is empathizing.  Offer “I’m sorry you’re in that situation.” or “I’m sorry that it happened.”
  • Deliver on the Remedy – Then, transition to a solution. “Let’s see what we can do about this for you.”

 

LEAD them away from anger to a solution.

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4 Tips for Personal Sanity in Public Crisis – 3/17/20

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We can only control what we can control.  There are times like these where the healthcare world is fighting a quickly-spreading virus, and governmental, business, and other organizations are making changes to try to mitigate risks and find solutions where possible.

With all this activity swirling around us, we still have jobs to do.  We still have the work and the customers and the daily responsibilities, and we are expected to perform well even as changes around us become – temporarily, we believe – more unpredictable.

How do we get our mindset and focus on the task at hand or the person we’re serving with everything swirling around us?  Here are 4 Tips:

  • Get Educated, but not Inundated: Know what you need to know about the virus, appropriate personal hygiene practices, and other activities that could keep yourself safe.  Know key facts, but make sure you’re giving your mind a break from non-stop news and discussions on the topic.  Ensure you are giving yourself some balance.
  • Prepare for More Anxiety-filled Discussions: We’ve experienced this with some of our clients and their customers over the past 2 weeks.  There’s more emotion, fear of the unknown, quicker turnaround time expected on requests and complaints.  This is something for which you can prepare – alleviating customer anxiety using our STEP UP technique.  In a nutshell, the CSS technique states:
    • Share your understanding of their situation – offering some empathy
    • Tell them about yourself and how you’ve helped people in similar situations
    • Explain the Process for how you’ll address their concern, and ensure they understand
    • End UP! Close positively, thanking them for contacting you and sharing the concern.
  • Care for Your Own Mental Health: I’m no clinician, but it’s clear that plenty of rest, plenty of fluids, occasional deep breathing, and movement keep you feeling better physically/mentally.
  • Take Action Focused on Today’s Priorities: Even if you don’t know what tomorrow will bring, map out today.  Identify the “big rocks” – those higher priority tasks – and act on them first so you at least get the top items addressed most days.  Having a plan, working the plan, and celebrating the work every day can help with our mental mindset.

We can only control what we can control. Use these four tips to create a little personal sanity for yourself.

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