co-worker

Who Loves Ya, Baby? - 2/25/20


Telly Savalas played Kojak - a hard-nosed detective who solved crimes while eating a lollipop.  He was a tough guy with a tough attitude but a soft side.  He used to say:  Who loves ya, baby? So, who loves their customer? If you want to see somebody who loves their Read more

6 Actions for Attitude Adjustments - 2/18/20


The battle over one’s attitude can feel like a never-ending fight… I need to stop letting little things bother me. I need to not let that customer’s anger infect my mindset.  Just because my co-worker isn’t doing what they said they’d do shouldn’t mean that I should have an attitude Read more

A Hair-Cut Above...and Below - 2/11/20


After going to the same barber for more than a decade, I decided to leave.  The customer experience went down, and the price went up.  For my last several visits, I was the one who was driving the conversations – when I could get a word in edgewise between Read more

When Employees Fight Over a Customer - 2/4/20


There’s nothing like the feeling of comfort I get from a warm greeting at a business establishment.  A feeling of “you are my most important customer” and “I cannot wait to serve you” brings a tear to the eye of a customer service consultant.  But that’s not the only Read more

LOTS of Opportunities to Appreciate Customers - 1/28/20


They give us their money, and we give them merchandise. We say “Thank you!”  That is the old-time stereotypical opportunity for a company to thank their customers.  But there are opportunities all day long for us to convey appreciation to our customers. Beyond the actual transaction, there are so many Read more

When Jack Gave Arnie a Tip - 1/21/20


Jack Nicklaus may have been the greatest golfer ever.  Many think that Arnold Palmer was the most important golfer of the 20th century.  These two greats were contemporaries, so they became competitors and friends all at once.  And when somebody who is one of the greatest of all time Read more

Make it Abundantly Clear - 1/14/20


Becky was laying in her hospital bed and staring at the whiteboard on the wall.  It had a room number, the room’s phone number, and the date.  It had the pictures of the pain scale, with happy-to-sad faces and ratings from 0-10.  It noted when the last meds were Read more

Become the Wishing Well - 1/7/20


When you don’t know if the next step will solve the customer’s problem, give hope a chance.  If you’re not certain how things will progress on their project, give hope a chance.  If you want to end the conversation by having them feel positive, even if uncertain, give hope Read more

Why Silence is Golden - 12/31/19


In the world of customer service, to begin finding a resolution, sometimes we have to initiate conversation. To keep things moving forward, oftentimes we have to proactively engage in discussion.  To have effective dialogue, we need to avoid those long periods of dead silence. But don’t let those truths of Read more

2019 Holiday Poem - 12/24/19


There is joy absolutely everywhere, Sometimes you just need to look for it. There are birds and babies. There are flowers and sweet older ladies. You just have to look for them. People hold doors open for others, with smiles. There are days when you can see for miles. You just have to look for them. There Read more

Appreciation Multiplies – 9/19/17

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


Aaron did a GREAT job on the project! Working in the graphics shop at the company, he would help his internal customers address many different design and production needs. But there was something a little different this time.

This time, Jackie – his customer – sent a note of appreciation to Aaron’s boss after the project was completed. The boss – Mark – replied to Jackie and noted how consistently high quality is Aaron’s work. Mark noted how patient and calm Aaron is with customers. And Mark highlighted how Aaron’s customers feel “cared for” and “confident.”

Mark said that he’d share Jackie’s kudos in their monthly department newsletter and share the feedback with his entire team at their next meeting.

Aaron didn’t do good work for Jackie to get all this appreciation, but the appreciation still came. From Jackie. From Mark. Through e-mails and newsletters and meetings. In specific descriptions and in sincere tones. Appreciation came.

But what’s more, appreciation multiplied. The Thank You’s not only came in many forms, but many people now heard what attributes are appreciated by customers and what behaviors are desired by leadership.

When you are appreciative of the efforts of others, remember that conveying appreciation is a necessary thing, a good thing. Sharing that appreciation lets the other person know what they did and how they did it was “spot on.”

And sometimes, that appreciation multiplies.

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Words of Encouragement – From You and For You – 8/8/17

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


Comfort and Confidence. These are qualities you want to build in your customers. Their comfort level in working with your organization. Their confidence in you and your business.

And these are qualities staff generally want as well – to be comfortable and confident. When I note that employees want to be comfortable, I’m not saying comfort to the point of being unchallenged or apathetic. I’m saying comfortable enough in the environment where they can be open in sharing their views and ideas, and be open to hearing the perspectives of others as well.

It’s best to have comfortable and confident customers and co-workers because trust is more easily created, relationships are more fully developed, and loyalty is more easily engendered.

So let’s address how to build comfort and confidence by simply being encouraging of others. You could tell customers:

  • You completed the first step in the registration process – good job!
  • You did everything right so far! We just have one more step.
  • You asked excellent questions or That’s a great question!
  • You’re making great progress.
  • You’re definitely doing your part.
  • You called the right number.

For co-workers, you could say:

  • You’re always so organized.
  • You made this process so easy for me.
  • Thanks for being so responsive.
  • Your preparation made the process flow very smoothly.
  • I love how you handled that situation.
  • Great job on the report!

Why are we talking about words of encouragement? Because they convey appreciation, and they also reinforce positive words and actions of the person you’re speaking with – words and actions you’d like to see repeated. So those words of encouragement actually help you as well. Your encouragement creates an environment where the other person is more comfortable and confident that what they did (those words and actions that made YOUR life a little better) is something they should do again.

Offer Words of Encouragement to help others build comfort and confidence.

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Make Complaints Constructive – 7/18/17

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


Sandy aspires to be an excellent manager. She’s new to a leadership role and new to the organization. She’s come into her department with a ton of passion and energy. And now she’s in the middle of her “listening tour” – talking to different groups of employees, understanding the department’s history, its culture, and its approach to customer service.

In the middle of her third meeting, all her passion and energy started to get sapped – minute by minute, complaint by complaint. She was listening to staff, but it had turned into a gripe session. Literally nothing she was hearing was positive. Issue after issue was voiced. Sandy thought about asking – “What is something/ANYTHING positive going on in the department?”, but she didn’t want to have her staff feel like they couldn’t voice complaints to her or that she only wanted to hear positives.

So she asked a different question: What are some solutions to the issues we’re discussing?

Crickets. Nobody said a word, for 5 seconds, then 15, then 30.

Sandy gave into the silence and said: For example, what can be done differently, more consistently, or better relating to communications, planning, decision-making, relationship-building – just the general work environment?

And finally, people started offering ideas – not a ton of ideas, but it changed the dynamic of the conversation. The tone became less negative, and staff offered some great solutions to consider.

There are many lessons to learn from this, but let’s focus on two.

First, managers, listen to your staff. Communication is a 2-way street, and that bi-directional dialogue is great for understanding culture, morale, and even customer viewpoints from those closest to the customers – front-line staff.

Second, growth only comes through change and improvement, so complaints without solutions aren’t productive – they don’t lead to improvement and growth. Staff should support leaders with ideas to complement the complaints. Likewise, when dealing with complaining customers, sometimes asking the customer “What could we do to make this right?” or “What solution would help in this situation?” could make our lives as service providers easier – with customers offering solutions for us to consider instead of employees having to conjure up all the creative ideas themselves.

Do you have a complaint? Are you dealing with a complaining customer or employee? Consider tapping into the ideas of those complaining to identify potential solutions.

Make Complaints Constructive.

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