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Build Relationships with First-timers - 11/11/25


We’ve worked with one of our sports clients for over 10 years, and although the main focus of our work is research with their fan base, we also provide informal consulting advice and guidance whenever possible.  One approach we’ve talked about on and off for years is the need Read more

Last Impression Faux Pas - 11/4/25


Rightfully so, many customer service experts harp on the importance of the first impression.  It happens quickly, and it can impact the individual’s perception of you and the organization.  We even wrote a Tip of the Week on this years ago called First Impression Faux Pas. What many people tend Read more

Familying with Customers - 10/28/25


In our transactional society, it’s hard to think about customers in the long-term.  But if we want to be as successful as we can as an individual or as a business, we need to view customers through a relationship lens. What do we need to know about them to Read more

Avoid These Techniques - 10/21/25


We had a Customer Service Tip of the Week recently that addressed gaining control of the conversation.  One of the key points was that the focus should be on gaining control of conversations in various circumstances, but trying to avoid making it your goal to gain control of the Read more

View Quality through the Customer’s Eyes - 10/14/25


Geri had been dealing with backups in the downstairs plumbing system of her house on and off for the past year.  The most recent company that she called in to unclog the pipes stated that they could send a camera down the pipes and tell her exactly where the Read more

Be Supportive, Not Defensive - 10/7/25


[An employee on the phone with a customer…] Who told you that you didn’t have to submit that form? … Bob?  Oh brother!  You see Bob is our “special” co-worker.  He seems to always tell customers the wrong thing to do, and we’re having to clean up after him.  Read more

Some Customers LOVE Predictability - 9/30/25


I was facilitating focus groups of businesses that utilize local government services.  The phrase that popped up multiple times was “Time Is Money!”  What these municipal customers were conveying was that their time was valuable, and delays were wasting their time.  But the conversations were not just about how Read more

Find Your Special Sauce - 9/23/25


When I watch a football game and I see a great quarterback (somebody who may be considered a “Star”), he might be an excellent runner, have a big arm, be able to diagnose the defense and get his team into the right play.  But he’s likely not great at Read more

Gain Control of the Conversation - 9/16/25


The customer’s angry or upset or they have a complaint.  They’re very chatty or very wordy or they just want to talk to somebody.  You’re on a time crunch, and the customer obviously is not. There are times when you need to gain control of the conversation.  It’s important for Read more

Complement with a Compliment - 9/9/25


We perform many tasks for our customers every day, and when we’re done with a step in the process, oftentimes we will tell the customer what’s been done.  But if we want to create more of a WOW experience, if we want to make the customer feel a little Read more

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Don’t Harp on the Customer’s Mistake – 6/24/25

Posted on June 24, 2025 in Customer Service Tip of the Week Please leave a comment

Seth’s daughter, Sarah, had missed some swim classes, and Seth remembered that the aquatics center had several make-up classes available late in the summer.  So Seth pulled up the class schedule on his phone, found one that worked on his and Sarah’s schedules, and planned to attend a session the upcoming Friday.

When the make-up day arrived, Seth and Sarah entered the aquatics center, walked up to the receptionist, and asked if Sarah could use one of her make-up classes that day.  The receptionist, Roberta, asked if they had called or e-mailed in advance to confirm Sarah could drop-in for a class, and Seth responded “No.  Was I supposed to?”

While Seth had remembered the fact that make-up classes were offered, he didn’t remember (and didn’t check) the policy that stated parents had to contact the aquatics center first to reserve a spot.  Seth messed up; he was wrong.

Now, many employees may roll their eyes, say something under their breath, or simply say that they couldn’t help because Seth didn’t follow the policy.

Instead, Roberta reaffirmed the policy, said that “unfortunately I can’t guarantee we have an opening today,” but shared “I hope there is space available.  Let me check.”  Roberta smiled, was hopeful, but didn’t make any promises.  She didn’t criticize the customer.  She just educated the customer, empathized, and excused herself to go check with the instructor about availability.

Seth turned to Sarah, smiled and said “let’s cross our fingers!”

A couple minutes later, Roberta returned and was excited to tell Seth and Sarah “Yes!  We have a spot for you today!”

Sometimes the customer is wrong.  But that doesn’t mean our attitude needs to go negative.  Sometimes we can correct the customer, and do it so professionally that the customer is understanding and hopeful, not frustrated and angry.

Don’t let a customer error create your own customer service error.

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Imitate to Improve – 6/3/25

Posted on June 3, 2025 in Customer Service Tip of the Week Please leave a comment

Oscar Wilde said that “Imitation is the sincerest form of flattery.”  Now this doesn’t mean that plagiarism is the sincerest form of flattery.  Nor does it mean that great impersonators such as Rich Little, Dana Carvey, or Frank Caliendo are always offering flattering portrayals of those that they imitate.

Wilde’s statement essentially means that it’s a form of praise to imitate the actions or words or approach of someone else.

In business, we call that identifying and applying best practices.

For an individual in customer service, we can apply this “imitation approach” to our work, as well.

Do you have a co-worker who handles themselves in a way that you consider exceptional?  Maybe it’s in difficult situations or with difficult people.  Potentially it’s just how they answer the phone or how their attitude maintains positivity or open-mindedness throughout the day.

*** Identify specifically what they do, potentially ask them about their attribute, and try to apply that best practice.

Have you ever been a customer that’s been served by an employee, and you thought: “Now THAT was excellent customer service!”  Or… “that person is really, really good at their job.”  Or… “that individual must love what they do!”

What about that employee made you feel like they were delivering excellent customer service, made you feel like they were good at their job, made you sense that they must love what they do?

*** Again, identify that attribute, and apply it in how you engage and interact with others.

“Flatter” others by imitating their best practices.

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How the Customer Perceives a Truth as a Lie – 5/27/25

Posted on May 27, 2025 in Customer Service Tip of the Week Please leave a comment

You’re the customer, you’re asking about an unused item that you’re returning, and you hear the employee say: “The refund process takes 7-10 days.”  You’re thinking: “Great!  I can get the refund check as early as a week from today!”  The reality is that the company means that they’ll mail the check 7-10 business days after processing it – which takes 48 hours to process.

Therefore, in 2 days, it could be 14 calendar days (10 business days) before they mail it, which could add 3-5 days.  So yes, the refund may arrive 21 days from today, even though you thought it would be 7 days.  What the company said may be truth to them, but what the customer hears makes what was said seem misleading.

You’re the customer, you’re calling about an account issue, and you hear the employee say: “I can help you with that.”  They go through a series of questions, confirm your account, and eventually tell you that they’re going to send the issue to their escalation team.  They’ll e-mail you back in 2-3 days.

When the employee said “I can help you with that,” you thought it meant that they could resolve the issue during the call.  Instead, in 2-3 days, you’ll find out if they can address the issue at all.

There are times when the employee has the best intent, but the words they use or the script they’re provided misleads the customer.  It’s likely not intentional, but it’s also how frustration and mistrust can build.

Look at your scripts and the wording you use, and don’t assume that the customer interprets it the same way that it’s intended.

Don’t let a truth to the company become a lie to the customer.

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