apathy

Hear Them, and Tell Them What You Heard - 6/18/19


CSS has conducted close to 1000 research projects over the years, many of which were web-based surveys. And oftentimes, in addition to or instead of completing the online survey, respondents e-mail us directly with questions or comments – and we respond personally to every message on behalf of our Read more

It’s Decision Time. What are you going to do? - 6/11/19


Serving others is tough. Whether it’s dealing with an irate customer, having to field the same question from the 100th different customer this month, or keeping 10 plates spinning while still smiling in front of the client, it’s hard. You want to do a great job, and you’re constantly put Read more

You Do Know Jack - 6/4/19


Have you ever had a co-worker who causes more problems than they solve? Simple things they do are often, from a procedure standpoint, correct. But the way they handle situations makes them come off as indifferent. Let’s call this co-worker “Jack.” Even though certain actions by Jack may seem innocent Read more

How to Give the Right Kind of “No” - 5/28/19


In a perfect world, you never need to say “No” to the customer. But as we all know, this is not a perfect world. There are a lot of issues in the world, and there are a lot of issues in customer service. Our companies are not perfect, our Read more

Make it Crystal Clear - 5/21/19


Sometimes we communicate so well, and sometimes we don’t communicate as well as we think we do. When you’re trying to set or manage another person’s expectations, what you say may be very clear to you, but the reality is it may not be clear to the other person. Read more

Harvey Wrote the Book on Focus...and Golf - 5/14/19


In Harvey Penick's Little Red Book, the famous golf instructor provides many key tips about golf that just as well could apply to life in general. One such tip is the following: Once you address the golf ball, hitting it has got to be the most important thing in Read more

Stop Rolling Your Eyes - 5/7/19


Most of our customer service tips offer advice and guidance. But advice and guidance is useless if the individual receiving it is not willing to listen, learn the theory behind it, and try to apply what they’ve heard or learned. I’ve personally facilitated hundreds of training sessions with clients over Read more

Should you tell the customer? The Employee’s Dilemma - 4/30/19


Last week we looked at the dilemma that many companies face – When there is an issue that is going to happen, should they tell the customer? This week, let’s address that same question from the employee’s perspective. I personally experience employees struggling with this question when I’m in Read more

Should you tell the customer? The Company’s Dilemma - 4/23/19


I have a lot of clients that struggle with this question, both at a company/strategic level as well as an individual representative level. When there is an issue that is going to happen, should you tell the customer? This week we’re going to address the question at the Read more

Customer for Life – The Final Step - 4/16/19


Two weeks ago, we addressed the Third Step of keeping a Customer for Life: Address what will keep them. Now, we’re sharing the Fourth and Final Step. To have a Customer for Life, you have to grow your relationship with them. While the 3rd step is the Read more

Re-Invigorate Your Clients – 7/30/13 TOW

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

The motivational speaker had his theme for the day – Re-Invigorate Yourself! He said, “In order to Re-Invigorate Yourself, you have to make two assumptions. First, ‘RE’ means you’ve been “Invigorated” in the past so that you can be invigorated again. Second, the idea that you are going to ‘Re-INVIGORATE’ means that you are not currently invigorated. Maybe your life is stale. Your attitude has gone negative. Your perception of yourself or your life has dimmed.”

Whereas this motivational speaker was focusing on how his audience could reinvigorate themselves, one of the attendees had a different twist on the speaker’s points.

Janet was an account representative for a pro sports team, and her focus was applying this concept to her clients.

“How do I determine if my clients are currently invigorated? How can I determine their relationship with my club, their perception of their game time experience, their feelings about the value of their season tickets? How do I determine if my clients are not currently invigorated?”

“Because that lack of passion can turn into apathy, and apathy can result in lost business. And to ‘RE’ invigorate them, I have to determine when they were passionate about our club and their relationship with us. . .and why?”

Sometimes, in order to keep customers for the long-term, we have to take Janet’s perspective. We need to uncover those customers who appear NOT to be enjoying their relationship or experience with us, those that don’t appear happy, seem more apathetic, aren’t responding to messages as quickly or frequently, or aren’t participating in activities as often.

We need to proactively go to them, gain their feedback, and understand why they were excited in the past – and maybe why they’re not so excited today.

Keep in mind that your competitors’ sales people are passionate about taking your customers, so match that passion.

Find customers losing their enthusiasm for your organization, and look for ways to re-invigorate their passions in your business.