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

Know the Customer’s Value Proposition – 2/12/19

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


I’ve written about how it’s important to build up your co-workers when talking to customers. When the nurse is getting ready to send the patient down to radiology, she lets the patient know what great work and great care that the radiology tech provides. When the teller contacts a financial advisor to arrange a meeting with a customer, the teller notes how his co-worker has helped many other customers with a similar need. When the pro sports sales representative hands off a new account to their service specialist, he notes how responsive the service rep is to his clients.

While these are all great examples on how to build up a co-worker in the mind of a customer, it’s even more important at times to have that same positive talk about the customer themselves.

Customers want to feel valued, like their purchase decisions and their dollars are important to the organization. Even more than that, they want to feel like they themselves are important to you and your company. You obviously can do that by providing great customer service. You can also do that by finding ways to tell them how much you value them. Everything I’m about to suggest obviously needs to be done with sincerity, so don’t say it if you don’t believe it:

  • Let the customer know when they’ve asked a great question.
  • Tell them when you agree with the option they selected.
  • Convey appreciation for bringing an issue to your attention so that other customers won’t have to face the same issue.
  • Thank them for coming all the way into your office to chat with you.
  • Thank them for their time and their patience.
  • Ask them for their ideas and their guidance, and then give them credit when you think one of those great ideas will work.
  • When they fill out the paperwork correctly, let them know they did a great job.
  • When they give you thorough answers, let them know you appreciate all the detailed information.
  • When they answer your series of questions to give you the information you need to address their need, thank them for all the responses.

 

Your customers are part of the service process. Their effective and complete participation is valuable to you. Let them know when and how they provide value to the process so that they feel valued by you.

Know the Customer’s Value Proposition.

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How to Have a Truly HAPPY New Year – 1/1/19

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Don’t worry. After today, I will get away from my holiday-themed tips, but for now, let me ask you a question. What would be a good way to have a truly HAPPY New Year? Is it lowering expectations so that everything exceeds your expectations? Is it eating chocolate every day? Is it making a resolution to be happy?

Consider this: My answers are “No, No, and Yes.”

Let’s focus on the Yes. We have little control over much that goes on around us – our customers, computers, co-workers; the people, processes, and systems; the buildings we work in and the attitudes and attributes of the people we socialize with; the weather, social media, the overall economy. There is so much we can’t control. Now keep in mind that all these things that are beyond our control are outside of us.

Having a truly happy new year is not about what’s happening around us; it’s about what’s inside us. And maybe happy is not the best word. Maybe joy-filled is a better phrase.

So, what can you and I do within ourselves to be more joy-filled? Maybe it’s limiting our exposure to those outside things that don’t bring joy. It involves thinking about our attitude – being intentional about how we think about other people, how we visualize the meeting about the happen, how we force ourselves to empathize with that person on the phone with us. It’s about our making decision after decision after decision to be good inside no matter the situation we face outside.

A great attitude is a series of decisions to be positive, to be better than the situations we find ourselves in, to look for the good in all things and all people we encounter. In the end, a great attitude becomes a habit, and it leads to joy. It leads to having a Truly HAPPY New Year.

Better yet, it leads to having a truly Joy-filled New Year.

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2018 Holiday Poem – 12/25/18

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Annually I write a note at this time of year,
And the goal not once but every time is to bring you some cheer.

I try to encourage,
And I work to state the truth
Because as we continue to grow more “wise,”
We can’t lose sight of the joys of youth.

So this year I’d like you to continue
On a path set for you and the rest.
It’s a path where your impact on others
Is marked with positivity and success.

I want you to realize how much good you offer
How many solutions you provide and smiles you create.
Whether it’s with co-workers, sisters, or brothers
Your attitude and approach are great!

I want you to feel valued,
And others know it’s true.
For each day this past year and in the year to come
Is a little brighter because of you.

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