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Be Amazing - 4/23/24


Watching Michael Jordan steal a pass and then dunk a basketball is amazing.  Taking a rocket to the moon is amazing.  The taste of my mom’s homemade beef soup is amazing. We all have our personal examples of what is amazing.  Usually, it’s something that we cannot comprehend, that we Read more

Talk About Yourself to Build Customer Confidence - 4/16/24


When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help Read more

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

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New Ways to Celebrate National Customer Service Week – 10/1/19

Posted on October 1, 2019 in Customer Service Tip of the Week Please leave a comment

The week of October 7 is National Customer Service Week. No, this wasn’t another holiday invented by Hallmark, so you have to go to work. Hopefully that’s the good news!

This week is typically thought of as a time to rejuvenate relationships with customers, to refocus your efforts on treating clients well, on showing your accounts or patients or members that you value and care for them. And all that still holds true.

But I’d like to consider a different track as well this week. Best practices in customer service now focus on how culture drives customer service. It’s easier to be consistent in the service experience if your employees, your internal teams operate like a cohesive unit. They have the same goal, they communicate well, they treat each other the way you want them to treat customers.

It’s the internal culture that drives the external customer experience.

So, this week, consider ways to appreciate your co-worker. Show your team member that you value them as a person, as a peer, as a professional. Ask the person sitting next to you about themselves; find ways to be supportive of them. Strive to build relationships with those you work with every day so that you can better support those you work for every day.

Ask yourself: How can I be a better teammate? How can I build positive relationships with my co-workers?

Celebrate National Customer Service Week by celebrating each other.

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Be Generous to a Fault – 8/20/19

Posted on August 20, 2019 in Customer Service Tip of the Week Please leave a comment

People who think they’re generous to a fault usually think that’s their only fault – American Journalist Sydney Harris.

This quote reminds me of someone who views themselves as a giver – someone who is so humble that he likes to humbly tell everyone of the gifts he’s given, good deeds he’s done, and, of course, his humility.

I give, give, give, never take – Radio personalities John Boy and Billy being facetious.

It’s a great thing to SINCERELY give to others, especially in the world of customer service, but it’s also good to be a giver with co-workers. It’s not only about your team winning, but it’s about your being a winning member of a team.

Generosity gives assistance rather than advice – French writer Vauvenargues.

Now we get to the meat of what giving and generosity mean, particularly in the workplace. If you want to be a great team member, be a giver. Be generous. But to do so, there are 2 key things to understand.

First, what are your gifts and resources – that which you have to give? Think about your experiences, who you know, what you know, your skills, your personal qualities, that inventory of abilities that are above the average. What is your level of compassion and caring, your energy and passion, your will to do a great job or to help others? Before you can give a gift, lose the humility for a few minutes, and write down the answers to these questions. Create a personal inventory of your own gifts.

Second, understand that generosity is more than advice – it’s assistance. There’s a difference between telling someone what they should do (or – worse yet – should have done) and actually assisting the other person. What experience or resource can you pull from to help them help themselves? What clear direction can you point them in for them to take? What way of communicating can you use to impart your true desire to help them? How can you go beyond “should-ing” on people or simply stating a fact (“That won’t work”) to being helpful…to assisting?

Be a member of a winning team by being a winning member of your team – be generous.

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Chris Got Noticed for All the Right Reasons – 7/9/19

Posted on July 9, 2019 in Customer Service Tip of the Week Please leave a comment

Chris was working through a temporary agency, and he got a job at a warehouse. He was packaging items to be shipped out, and his shift didn’t start until 7:30 a.m. Chris always got there a little bit early because of the bus schedule, and he hated just sitting around; so he would pick up a broom and sweep the break room. He would take some Windex and clean off the tables. Occasionally he would mop up the floor or use elbow grease on some countertops.

He was doing all this while he was waiting to do the job he was getting paid to do.

One of the managers noticed him cleaning before his work started, and he asked about Chris’ background. Chris had a lot of experience in custodial services, and the manager and his peers were impressed with his initiative and the quality of his work. He moved into a role with the custodial staff and eventually became full-time.

The owner of the company noticed how the windows in the front lobby were clearer than they had been in years, and he asked around as to how that was happening. The lobby staff mentioned how they had noticed Chris working extra hard on the front windows. The owner called Chris into his office, and he just thanked Chris for the quality of the work and for making the lobby look so bright for the first time in years.

A lady who worked in the facility who had never met Chris before had noticed Chris working out in the 95 degree heat, cleaning signs and sweeping off the front entrance. He was obviously working hard to make the place look good not only inside but outside as well. The lady had never officially met Chris before, but she bought a soda and brought it to him, telling him how she noticed how hard he was working out in the heat.

Sometimes being a great team member means seeing something that needs to be done and just doing it. Sometimes it means making your company look better to others. Sometimes it means having a great work ethic and caring about your company. And sometimes it results in getting noticed – getting noticed for all the right things.

People were watching Chris, and that was a good thing.

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