consistent

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


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 Read more

Paint a Picture, Take a Picture - 2/5/19


Many of us are visual learners. In order for us to understand the concept, we need to be able to see the concept illustrated. And by seeing the concept illustrated, I’m not just talking about taking something that somebody says and merely typing it into an email. I don’t Read more

Recipe for Reputation Rehab - 1/29/19


As another corporation is trying to recover from self-inflicted reputation wounds, it is seeking to get back in the good graces of consumers. It’s laying out a 6-point plan to improve its performance, but – in the end – publicizing this plan is also about rehabilitating its reputation. Read more

Don’t Dwell on the Customer Crazies - 1/22/19


Whether or not you’re a fan of Duke University basketball, you may have heard of the “Cameron Crazies.” This is a nickname for Duke fans that attend home games in Duke’s Cameron Indoor Stadium. One of my friends was one of those Cameron Crazies. He was Read more

Retain through Responsiveness - 1/15/19


In a recent Bloomberg article about online retailers, there’s a story about a women’s cosmetics customer who used an online app to order some items. She waited weeks for the delivery after it was shipped to the wrong address, and she had great difficulty in getting the issue resolved. Read more

Bring Something Extra to the Table - 1/8/19


As somebody who has customer service as a part of their role and responsibilities, you are often talking to customers who could access the answers to their questions or the solutions to their problems via a website or some social media resource. But instead of going to those communication Read more

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


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 Read more

2018 Holiday Poem - 12/25/18


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 Read more

Be SomeBODY to Your Customer - 12/18/18


Jenny lives on a farm, and she's often running errands to get things for the animals or the family. She goes to one particular store to get her hay, and she always chit-chats with the person at the register. Marie is always friendly and cordial, and Jenny always buys Read more

A Representative Success! - 12/11/18


I was in a meeting recently with a client, and it was interesting to chat with one of their best customer service representatives. This is an employee who works with the same business clients every month, and when she described what she does, best practices started flowing. She knows her Read more

Make it OK to Sell the Parrot – 8/21/18

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This has been said so many different ways. I’ve noted how an attitude cannot be like a light switch, where you turn it on with your customer and you turn it off when you’re with the co-worker. Last week’s Tip discussed how communication is like water rippling in a pond, because of how it can affect the environment within which you work – words are not just part of the conversation. They often impact the person you’re speaking with or others in the organization. When noting body language, we often suggest picturing yourself in front of a mirror, because your body language provides a reflection of the attitude that the other person perceives.

All of these examples offer a couple key points. First is that – to deliver great service and be a positive influence on the culture, we should look at our attitudes and actions as something that needs to be consistent, an all-the-time thing. Second, we need to have some understanding of how we can influence or impact others.

Will Rogers once said, “Live in such a way that you would not be ashamed to sell your parrot to the town gossip.”

It’s important to be conscious of how we act and how we speak, because in life and in customer service, it’s not always about us. People who are great at customer service realize that so much of what we do is about and for others. So, consciously think about the impact of your attitudes and actions on others. Strive for more discipline in thinking through what is said and what is done…before it is said and done.

While it’s a difficult thing to do for me and I’m sure many of you, working hard to be a more consistent model to others is a key to long-term customer service success.

The parrot sees and hears EVERYTHING! Make it OK to sell the parrot.

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Great Customer Service, and the Luge – 2/13/18

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I was watching an event at the Olympics – it was the luge. That’s where crazy people called lugers lay on their back on a sled and fly 80 miles per hour on a sheet of ice – did I mention that they’re CRAZY?!

Actually, it looks like fun. I’d love to give it a shot…only if they wrapped me in bubble wrap and promised I wouldn’t go over 30 miles an hour – I’m not THAT crazy…but I digress.

The lugers make four runs down the track, totaling the times from each run to see who wins. It’s not the best 1 of 4; it’s the best set of combined times.

Back to the event – the final luger was the leader after 3 rounds. He had won the Gold Medal in this event at the previous two Olympics. And on the way down the track during his 4th and final run, he maintained his lead…until he went sideways. It wasn’t a full 180 degree pivot, but it was enough to cost him the race – his last run was so bad that he went from 1st to 5th – no medal for him.

The announcers talked about the importance of consistency in the luge. It’s not about one great run – anyone can do that; but to win the Gold, you have to be consistently great.

Now, how do we build consistency in customer service? How do we make sure the three WOWs we provide aren’t overshadowed by the one stinker of an experience that we offer?

Consistency comes from an ongoing attitude of caring for the other. It comes from practice – what to say, how to respond, how to engage, how to resolve. It comes from identifying those situations that do or could challenge you the most (even if they’re only 5% or 10% of what you encounter) and developing approaches to deal with them.

Consistency comes from creating standards, templates, patterns, methods – and utilizing them over and over again. And consistency comes from doing things in a way that’s consistent with your values – who you want to be with and for others. To sum it up, consistency in performance comes from consistency in actions and attitudes.

Put the tools and habits in place to be great at customer service. Find consistency.

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From a School Office to Your Business – 6/17/14 TOW

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Theresa has worked in the elementary school office for years, and she loves it. It’s not just that she loves her job; the people she works with, the parents, and the children love her, too. Why? It’s because of the little things – not that a little thing like leaving her chair and walking to the counter to greet a parent is a reason to love somebody. Not that a little thing like kneeling down to get on a child’s level to talk is a reason to love somebody. Not even a little thing like packets she puts together in anticipation of conversations that relate to common needs (such as information for a prospective parent, student placement paperwork, student/parent handbooks for new families) is a reason to love somebody.

It’s not any one “little thing.” It’s the sum total of the little things that she ALWAYS does. It’s the consistency of the approach, the attitude, the welcome, the smile. It’s the all-the-time sense of caring she projects and the pure focus on “you” that she imparts.

Theresa is a real person. These are real stories. And although these are all little things, in society today, it doesn’t always require a home run moment to create a WOW! When you are interacting with recurring customers, it’s often your consistent excellence that creates a WOW! It’s your consistent sense of caring, your continuous willingness to learn, your ongoing responsiveness, and your striving to fix issues quickly that makes that incredible impression.

If you’re looking to WOW your customers, particularly those that are recurring business for your organization, here’s a thought. Stop trying to hit the home run. Find out what you’re good at, what you care about that can benefit the customer, and just become more and more and more consistent about the excellence in service you provide.

Create consistent excellence to create the WOW!