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Gain Control of the Conversation - 9/16/25


The customer’s angry or upset or they have a complaint.  They’re very chatty or very wordy or they just want to talk to somebody.  You’re on a time crunch, and the customer obviously is not. There are times when you need to gain control of the conversation.  It’s important for Read more

Complement with a Compliment - 9/9/25


We perform many tasks for our customers every day, and when we’re done with a step in the process, oftentimes we will tell the customer what’s been done.  But if we want to create more of a WOW experience, if we want to make the customer feel a little Read more

When Patience Begets Patience - 9/2/25


Jennifer, the server, walked toward the couple in the restaurant.  The customers had been seated for a minute or two, and they noticed the server was walking briskly toward their table.  Jennifer recognized the couple she was about to serve, because they had been in the previous week. Since the Read more

Address the Expectations that Were Set - 8/26/25


Before the caller ever got to Marco – the customer service representative, the customer had been working with the company for months.  They had read the marketing brochures, had a conversation with a sales rep, reviewed the new customer information on the website, and read all the information e-mailed Read more

When Technology Fails the Customer - 8/19/25


Technology is a wonderful thing…until it isn’t.  The website is down, the mobile app won’t work, the system keeps kicking them out of their account, or they received a spoofing phone call supposedly from your department. If you’ve ever been manning the phones or managing the department inbox, you know Read more

The Misunderstood Physician - 8/12/25


I was speaking with one of my personal physicians years ago, and when we were talking about my work – particularly customer satisfaction research - he started talking about online physician ratings.  He lamented that a few low ratings were dinging his overall score.  Then he shared that the Read more

Uncover Silent Concerns - 8/5/25


One of the customer service statistics we have quoted many times over the years is:  For every complaint you do hear, there could be 26 other customer issues that you don’t hear. And when we bring up that statistic, we bring it up because we want to make sure companies Read more

Talk Yourself Up to Take Down Their Anxiety - 7/29/25


I believe that most customer service people are pretty humble, so I’m not asking you to lose your humility.  But I do have one ask of you… When that customer is anxious or nervous, when they fear the future because the future is unknown or it could be laced with Read more

Use Little Acts to Make a Big Impact - 7/22/25


A WOW Experience is not always one instance, one act that blows away the customer.  It’s not always an over-the-top-the-employee-saved-the-day act of brilliance.  Sometimes a WOW is the sum total of a series of little things that others don’t do – those actions that differentiate you from others.  The Read more

Avoid Some Stress by Addressing Issues Quickly - 7/15/25


It’s good customer service to resolve issues quickly.  The customer sees the light at the end of the tunnel.  They more quickly bring their anxiety and stress, their negative emotions down.  And they more quickly get to a solution. But this tip is not about them.  This tip is about Read more

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BRE and Beyond…Act on What You Know Makes Customers Happy

Posted on March 29, 2012 in Business Advice, Government Please leave a comment

Fix what customers don’t like, but also give customers more of what they do like.

Continuous improvement in customer service is not all about root cause analysis and process improvement. Much of it is about doing more of what already satisfies the customer.

In the article Survey: Oshkosh good for business as CEOs cite better economic outlook, the local economic development organization reports results of a survey of local businesses. When economic development organizations have a Business Retention & Expansion (BRE) component, it’s because they want to retain those industries and those jobs (and those fees and taxes, etc.) locally. So surveys are conducted on businesses just like retailers conduct surveys with customers.

The Oshkosh article notes changes made as a result of the survey to help businesses become more accessible to customers and to plan for infrastructure changes. But one of the great things about BRE surveys or any surveys for that matter is that the survey organization also learns what the customer (or in the case, the business) likes – they like talking about their facilities or products, oftentimes they like the personal relationship with BRE organizations, they like help with facilitation of difficult permitting processes, they like the access to qualified technical personnel locally. And BRE organizations that are great at what they do, use the information on what makes customers happy to their benefit.

If the industry likes to share information about their facilities and products, find forums to allow them to present about themselves. If they like the relationships with the BRE staff, create Touch Point Plans for ongoing relationship-building. If the business likes help with permitting processes, create an issue-resolution process in partnership with the local code enforcement agency. If they like the access to qualified technical personnel, ensure businesses are establishing relationships with local providers of technical staff, with community colleges, and even some high schools.

Whether it’s for a BRE organization or a private business, research to uncover customer likes is important. Sometimes capitalizing on what already makes them happy is as important as fixing those things that bring frustration.

Act on what makes customers happy.

Interested in CSS’ Government Services? Check out:

http://cssamerica.com/cssgovt.htm

http://cssamerica.com/cssbrenews.htm

http://cssamerica.com/cssbresurvey.htm


Make Your Existing Clients Your New Star

Posted on March 8, 2012 in Business Advice, Government Please leave a comment

In the article NuStar Energy Plans $365-Million Expansion in Louisiana, Louisiana Governor Bobby Jindal hailed growth of an existing company in Southeast Louisiana. According to Gov. Jindal, “When I entered office, I said business retention and expansion (BRE) would be our top economic development priorities. Today’s announcement shows our strong commitment to retaining and growing existing Louisiana companies so we can create more opportunities for our people here at home.”

When local communities focus on keeping their existing businesses, they’re doing it to keep fees, taxes, jobs locally. If a State is focusing on business retention and expansion such as Louisiana, they are it doing it to keep fees, taxes, and jobs statewide. There’s no altruism involved in a BRE focus; it’s business…and that’s absolutely fine.

According to the article, “Louisiana Economic Development’s Business Expansion and Retention Group, or BERG, began working with NuStar more than a year ago to cultivate the expansion project.”

So what can any business learn from this example? If you want to sustain a business, you want to grow a business, you have to focus on retaining and growing with who you already have; learn these lessons:

· Get buy-in from the top, with leadership being an outward, visible champion of retention and growth.

· Create structures in your organization that exist to support the effort.

· Dedicate staffing/financial/research-driven resources to retention initiatives.

· Partner with clients by planning together how to succeed/grow.

To be a big success in retaining and growing with existing clients, buy into these BRE lessons.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


Google This…Then Think Differently About Retention

Posted on January 26, 2012 in Business Advice, Government Please leave a comment

Go to Google News and search on “business retention.” When I did this recently, there were 102 items of business news for the last week alone, and they are from close to 100 different locations.

Why is this term becoming so ubiquitous (never used that word in a blog post before…very exciting!)? “Business retention” programs are proliferating, and it’s because communities are realizing the value of a company and its jobs and its fees and its taxes and its construction projects and the salaries it pays. Communities are realizing the value of a customer, and their customer is a business.

When the economy tanks (as it did around 2008 and earlier this century as well), businesses in general start talking a lot more about customer service and customer retention. Whereas it’s sexy to talk about new sales, new clients, and new businesses coming to town, all of that “new” stuff is an addition to what already exists – your current customers.

What we tell our economic development clients is the same thing I’d tell most any other business – don’t limit your retention strategy to “delivering great customer service” or to “having lots of face-to-face meetings with your customers.”

Your strategy needs to be based on data, facts, intelligence – some of which you acquire by asking your customers questions, and some of which you acquire by conducting ongoing research on your clients (via Facebook, Twitter, LinkedIn, Google News, MarketWatch, etc.). Your strategy needs to involve a mix of pre-planned Touch Points that occur throughout the year to pull information from customers via surveys/research/meetings/calls/e-mails or push information of value to them or marketing information for them. But the Touch Points also have to include those (as we say with our healthcare customers) PRN touches – those provided as needed based on that intelligence we just noted.

When you think about how to retain your customers (whether that customer is a business or an individual), you still need to deliver great customer service. But also develop strategies to gather intelligence, and provide strategic Touch Points to develop relationships that grow with your existing customers.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our 2012 Customer Service Trends podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/2012/1/12/stepping-up-service-6-customer-service-trends-for-2012.html

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


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