confidence

Grind it out Today for a Better Tomorrow - 8/11/20


It’s been said that You Learn Perseverance by Persevering.  You are becoming mentally tougher right now.  The pain and the difficulties and the change today are making you stronger for dealing with the uncertainties of tomorrow. We’re all having to be more flexible.  We are all facing less consistency, less Read more

Increase Research for Improved Customer Relations During COVID-19


What makes a relationship? Many actions can make or break a relationship, but all solid relationships require at least two things: Communication and Caring. And customer relationships are no different in this respect. No Communication = No Connection If we don’t have some frequency of dialogue with the customer, then we Read more

Never Before… - 8/4/20


The importance of customer service is at the forefront again in our economy.  We noticed this clearly in the early 2000s when the country’s economy struggled, and we noticed it again during the Great Recession several years later.  Today, with yet another set of unexpected and extreme economic challenges, Read more

Effectively Teach the Customer - 7/28/20


The 1985 Harris and Rosenthal research project conveyed what really improves student learning based on the interaction with the teacher.  The top two factors that teachers used to increase learning were (1) The duration of the interaction with the student and (2) The encouragement of the student.  In 3rd Read more

Meet on Equal and Even Ground - 7/21/20


“To be of most service to my brother, I must meet him on the most equal and even ground.”  Henry David Thoreau wrote this in 1841, and it applies almost 180 years later in customer service. We often talk about empathy, and empathy relates to an employee having an understanding Read more

When Customers are…Jerks - 7/14/20


Some people are a little extra…uh…difficult to deal with these days. Customers may have concerns or complaints – many of which are justified. But some customers act like…well…jerks. They’re not kind or understanding or have any idea how poorly they treat others. They’re obnoxious and yet, we still have Read more

Customers Appreciate Your Kindness - 7/7/20


The 3rd grade teacher had a phrase she used with her students. She wanted them to be “kind-hearted.” It was a phrase she used over and over again; no matter what she taught, this was an overriding emphasis on how she would communicate with students and how she expected Read more

6 Common Sense Responses to Customer Service Encounters - 6/30/20


I’ve run into this personally and professionally, and it drives me batty! Sometimes there’s a lack of common sense in the customer service provided by companies. And often that lack of common sense is due to the preference of a business to provide service in a certain method, to Read more

Caring for Co-workers through COVID - 6/23/20


A recent Buffer.com study asked employees who are working remotely due to COVID-19, what was their greatest struggle. While there were many different responses, the Top 2 totaled 40% of the struggles identified - Loneliness and Collaboration/Effective Communication. When you hear something like this - that individuals working remotely are Read more

React, Reflect, Respond - 6/16/20


Sometimes you can’t help it. You gasp. You get upset. You get angry. You have this look of shock on your face. You say something defensive. You react. I love people who are in customer service roles. These are the folks that people say things to in the business world Read more

The Deeper Reason to Transform the Customer Experience – 6/2/20

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

Why are government offices putting up plexiglass between their staff and their customers?  Why is restaurant takeout being done in such a way that is contactless and yet still fosters engagement between the employee and customer?  Why have so many traditionally onsite businesses converted to delivery businesses?

The answer is obvious.  But I want to look at a different answer that is a little bit deeper.  Particularly as we are transitioning back into reopening many of our businesses, a lot of these changes are not changes in the product or service itself.  They are changes in how the product is delivered.  They are changes in the experience the customer has with the organization.  They are changes in how that experience looks and feels when the customer comes to our facilities and locations.

And we are making these changes not just to adhere to governmental regulations and not just to address new organizational policies.

We are making these changes so that our customers are comfortable and confident.  We want our customers, after experiencing this new way of doing business with us, to have confidence enough in our ability to deliver that product or service that they are willing to come back.

In other words, we’re doing this to create the comfort and confidence that leads to repeat business.

So, even though we are changing our operations to adhere to regulations and policies, start transitioning to a slightly higher-level set of questions.  When you are thinking of how to transform your customer experience, ask:  How can you make an experience that will create more comfort for the customer?  How can you create communications around the experience that make the customer more confident?

As you begin to make these changes, focus on the comfort and confidence that your customer will walk away with, and you will – in the end – focus on the things that are going to drive repeat business.

Design for customer comfort and confidence.

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Reduce Their Anxiety Leading Up to Their Return

Posted on in Business Advice Please leave a comment

Building customer comfort and confidence in going to your facilities is a process which has a lot of similarities to the technique we train clients on to reduce customer anxiety.  From a tactical perspective, when you’re interacting with somebody who is anxious or nervous, you want to get them more comfortable and less worried about their situation or what’s going to happen.

Convey your understanding of their situation, so they realize they’re not a number – instead, they feel you view them as an important individual.  Tell them a little bit about yourself and the experience that you’ve had in dealing with similar situations – you’re building their confidence in you.  Next, explain a process or what an experience is going to be like.  Oftentimes anxiety or worry are about fear of the unknown.  By explaining the next steps and the timeframes, your role v. theirs, the unknown becomes known.

“To create customer comfort, make the unknown known

 

Finally, end with appreciation and positivity.  This whole 1-on-1 interaction technique applies to your broader strategy of building customer comfort and confidence.

Here’s the Strategic View:  Communicate with them over time to maintain the relationship leading up to their return visit.  Provide some empathy of their situation, and detail what you and your organization are already doing to ensure that your employees and – most importantly – the customers themselves are safe and healthy.  Explain all the steps that you’re going to take next to prepare to provide a great (and safe) experience.  And thank them in advance for their return and their trust in you.

Build comfort and confidence from your customers by leaning on our successful technique for reducing customer anxiety and worry.


Make it Abundantly Clear – 1/14/20

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

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 administered and when the next meds were scheduled.  It talked about goals for the day and key next steps.  And it mentioned what diet she was on and what activities and precautions applied to her.  

Maybe even more importantly, it listed her Care Team. There was Dr. Smith.  There was her nurse, Victoria.  There was her CNA, Rodica, her therapist, Sharon, and others as well.  Next to each one of the caregiver names was a personal phone number.

Just by looking at the whiteboard, whether Becky was by herself or with family members, she knew what was going on.  She knew what the next step would be for her care.  She knew what she could and could not do.  And she knew who to contact and how to contact them directly for whatever needs she had.

Even more so, any individual that walked in the room – whether family, friend, or caregiver – had all the exact same information right at eye level.

This was a simple communication tool.  In the 21st century, a whiteboard doesn’t seem so valuable, but it was INCREDIBLY valuable to Becky!

So much of anxiety and fear relates to the unknown.  So much of confusion or concern or potential conflict comes from being in the dark.

To build your customer’s confidence and their comfort level with your organization, find ways to make it abundantly clear exactly who to contact and for what in your organization.  Find ways to make it abundantly clear what the customer has the capabilities to do on their own.  Find ways to make it abundantly clear what the next steps will be and when they will happen.

To create a confident customer, make it abundantly clear.

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