customer experience

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

Less Ego, Better Customer Service – 8/2/16

Posted on in Customer Service Tip of the Week 1 Comment


Tonya was a relatively new radiology tech at the hospital. She had been out of training and into her routine for months, and she was very confident. She could get a clear scan (“pretty” is what she calls them), a picture easy for the physician to read.

But this situation was different She couldn’t get clear pictures with the ultrasound, and it was starting to take some time. She kept searching for the right angle, and it just wasn’t working. So Tonya turned to the patient, smiled, and said “I’m going to get another tech to help so we can get this wrapped up for you.”

She left the exam room and came back about a minute later with a co-worker – her supervisor. The supervisor introduced herself to the patient, continued with the scan, and offered advice to Tonya on how to more quickly get the desired scan.

Shortly, the patient left, Tonya had learned some new tips, and the staff were on to the next patient.

Tonya could have kept working on her own, as her ego could have kept her from asking for help. Instead, she had a sense for how the process was going and how it was going to continue. She had a sense of the patient’s patience, but she also didn’t want to abuse that patience with an excessive procedure.

She knew that the best customer experience would involve a quicker completion, so she took the steps needed on the patient’s behalf.

Don’t let ego get in the way of good customer service. Ask for help.

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Cut Time in Half to Double the Customer Satisfaction – 7/26/16

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


At a speech I once gave to a local business association, one of the members offered a customer service horror story. He called a local physician practice and wanted to speak with his doctor. They put him on hold, and he waited through several rings. His wife told him to hang up the phone, but he decided to count rings. Finally, 187 rings later, someone answered the phone.

As a customer in any business, I want to get a person on the phone as quickly as possible. I want to pay for an item as quickly as possible. I want to fill out as few papers as necessary to complete a transaction. Consider the following aspects of customer interactions with your business. Make an effort to cut each of the following in half:

  1. The number of computer screen flips to enter a transaction – Simplifies work for the employee and speeds the process.
  2. The number of questions asked to open an account – Simplifies effort to the customer and speeds access to your business.
  3. The number of menus on a phone system – Expedites access to your sales representatives.
  4. The amount of time to take an order – Speeds closure of a transaction.
  5. The length of a proposal or contract – Simplifies decision-making to more quickly close business.
  6. The length of time to reply to a phone call – Shows responsiveness and allows customer to take next action.
  7. The percentage of time that you speak during a customer service call – Helps you learn more about the customer and establish better rapport.

Cut these in half, and watch your customers’ satisfaction levels rise with quicker and easier access to you and your services.

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The Wedding Crasher – 7/19/16 TOW

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In theory, the wedding photographer is invited, stays on the periphery, gets the candid shots, and takes excellent wedding party/posed pictures as well. That is what Mary experienced at her wedding – the photographer visited the site of the wedding and reception beforehand, met with the bride-to-be, discussed plans, timing, and locations. She scoped out photography angles, lighting characteristics, and got a sense for the theme and colors of the wedding. The wedding was beautiful, and everything was captured wonderfully by the photographer.

Mary’s sister Maggie had a different wedding photographer – this individual spoke to Maggie on the phone a couple times before the wedding and “didn’t have time” the week of the wedding to scope out the locations and plans with Maggie. Instead, he visited the wedding and reception sites a couple weeks earlier on his own.

On the day of the wedding he showed up – just 15 minutes before the ceremony – wearing his bright red shirt and tie – which stuck out like a sore thumb with the earth tones and white colors of the wedding. He continually moved during the ceremony to get the right shot – often distracting those in attendance, and he took way too many pictures – at least it appeared that way because of how much he was in the middle of all the activity.

He was as much of a wedding crasher as he was a wedding photographer.

When the pictures came back, there were several good, but too many were posed, too many had lighting issues, certain features of the reception location were missed, too many relatives and friends were not included, and – therefore – Maggie thought his fees seemed too high.

Sometimes the best experiences are made that way by talking to the customer first – what do they want, what do they expect, and how do they define success? Sometimes your planning process helps you paint a prettier picture with your product.

Don’t simply deliver a product. Engage the customer beforehand to see the desired experience through their eyes.

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