einstein

Tire Dealers Becoming Teachers - 5/19/20


I recently needed two new tires for a vehicle, and I first went to the tire dealer’s website to find some options.  The site’s look/feel and ordering process had changed, and I didn’t see a tire I wanted, so I called the store to make an appointment. When I arrived Read more

Developing Fan Relations During COVID-19


As sports teams and organizations across the world are gearing up to start play without fans, these same organizations are also determining what that fan experience is going to be when fans start attending again.  Many sports organizations are focused on locking in revenue from existing fans - keeping Read more

Reduce Their Anxiety Leading Up to Their Return


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 Read more

Moving toward Normalcy: The Face-to-Face Keys - 5/12/20


As we slowly go back to a face-to-face world, here are a few quick reminders for what positively differentiates employees who understand the importance of body language and expressions v. those who don’t. Especially if you’re wearing a mask and serving customers, ensure your eyes are focused on the other Read more

Pivot to a Stronger Post-COVID Culture


If there ever was a time for virtually every organization to assess their culture, this is it.  Culture not only drives customer service, but it also drives long-term organizational success.  While leaders can define the Desired Culture and can chart a Vision, leaders typically do very little of the Read more

5 Steps to Valuing Another’s Time - 5/5/20


Is your time valuable?  Is the customer’s time valuable?  I would think we would answer “yes” to both questions, but what does that really mean?  It’s important, and it’s finite. Time is precious because it doesn’t come in unlimited quantities.  We can’t go to Amazon and buy more time.  It’s Read more

Put Yourself at the Controls of Change - 4/28/20


You have probably heard about manufacturing plants and restaurants who are pivoting during these challenging times and starting to make hand sanitizers, masks, and gowns.  They are being forced to change, and they’re trying to find the opportunities among the obstacles that surround them. Sometimes we, too, as individuals in Read more

From Team-up to Partner - 4/21/20


The phrase used to be “Team-up.”  Company A and Company B are going to Team-up to address this big consumer need. Now the term is “Partner.”  Organization A and Organization B are going to partner together to seek a resolution to this community issue. Both of these phrases essentially deal with Read more

6 Ways to Provide Something Extra - 4/14/20


Winnie and Wayne ordered take-out last week, and when they brought their food home, they put the bag on the kitchen table and started unloading.  As they were pulling out the boxes, they noted two little handwritten notes. Each was a Thank You Note written by a different employee Read more

Hope is a Powerful Word - 4/7/20


It was a typical daddy-daughter conversation. The two were just chatting about whatever a father and an 8-year old discuss, and the father decided to ask his daughter a question. What is your favorite word? With no hesitation, the girl said “Hope.” “What a great word!” the father replied.  He was Read more

Quoting Einstein – 9/24/13 TOW

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

Einstein once said “We can’t solve problems by using the same kind of thinking we used when we created them.”

With that in mind, think about your organization’s (or your own) current issues. . .

Your bank is losing accounts. Your team is losing season ticket holders. Your municipality is getting more complaints than ever, or maybe your hospital’s patient satisfaction ratings are dropping.

You personally are seeing the quality of your work decrease; your co-workers aren’t as responsive to your requests as normal; you’re feeling less organized, or you’re getting more criticism than you’re used to hearing.

You want to find a solution to these issues, but – using Einstein’s quote – you need to approach the solution with different thinking, different questions, a different process than you used to create the problem.

Now none of us intend to “create the problem,” but we do typically create a process, a program, a philosophy, or a way of prioritizing. We do have a method to use to gain input, to make decisions, or to execute a plan.

So here are some considerations for how to solve problems with a different kind of thinking. If you don’t use these currently, consider them:

  • Have a customer advisory group help you in better understanding the problem, identifying potential solutions, or “testing” programs/products/processes prior to implementation.
  • Ask front-line employees what issues they’re hearing and how the organization can more quickly identify chronic problems and develop solutions.
  • Look at how different industries deal with problems similar to yours. What could colleges learn about retention strategies from sports teams? What could hospitals learn from manufacturers about continuous improvement? What could a bank learn from a high-end retailer about the customer experience?
  • Ask an employee of some business you patronize how they always seem to be in a great mood or how they’re able to respond so quickly to requests.
  • Ask a vendor how they maintain such a consistently high level of quality.
  • Identify different “hats” to wear in analyzing a problem, and get a group of people to look at the same problem wearing these pre-defined hats. For example, have all members of the group analyze the problem using their “Data Hat” (They all look at the problem, its root causes, and solutions based on what the data’s conveying). Other examples could include: People Hat, Process Hat, Communications Hat, Materials Hat, Motivation Hat, etc.

When problems arise, find new ways to overcome old issues.