ethics

Keep On Going - 9/22/20


Thomas Edison once said “Many of life’s failures are experiences by people who did not realize how close they were to success when they gave up.” You are close to success – Keep On Going. Winston Churchill once said "If you’re going through hell, keep going."  This quote has been taken Read more

Lessons Learned for COVID Era Sporting Events


Since the sports world has begun inviting fans back to their events on a limited basis, CSS has been fortunate to work on multiple events with our sports clients.  Much of our work is fan research-oriented, where before or after events, we are engaging fans to identify expectations, potential Read more

Create a Common Definition of Customer Service - 9/15/20


Peter, Paul, and Marie are co-workers. They are all customer service representatives.  When Peter thinks of good customer service, he defines it as being friendly to the customer. “And I am friendly,” Peter says.  “That’s why I don’t know why they send me to customer service training.” Paul thinks customer Read more

COVID-19 Demand Management Strategies for Customer Service Channels


We all want demand for our products or services.  This helps us to generate revenue and to provide something of value to our customers and communities.  But customer demand does not strictly relate to products and services.  Demand also relates to communications, information, issue resolution, education, and other aspects Read more

Hard work never killed anybody, but why take a chance? - 9/8/20


This is a quote by Edgar Bergen.  He’s one of the most famous ventriloquists of all time, but I guess he wasn’t necessarily one of the hardest workers of all time.  By sharing this quote, I am not supporting the idea that we shouldn’t work hard…or am I? We only Read more

Reach Out More for COVID-19 Customer Retention


Ever since the Coronavirus pandemic became a reality for individuals, their communities, and their countries, it became clear that people were going to be hurting…that lives were going to be changing…that the realities of the past were going to be very different from the current and near-term future realities. When Read more

Using I, We, or You in Customer Service - 9/1/20


It’s amazing how many conversations can go horribly wrong or incredibly right, not because of the use of a 4-letter word, but simply because of the use of a 1, 2, or 3-letter word – I, We, You. The incorrect use of I, We, You in conversations causes problems more Read more

Get Your Guru On - 8/25/20


You may have heard of management gurus - these people who seemed to know all and be all, to have the wisdom of 1000 leaders.  Maybe you’ve heard it in your industry as a guru in sports psychology or the master of economics or sociology or human behavior. And so Read more

Whether You Believe You Can Do a Thing or Not, You Are Right - 8/18/20


This is a famous Henry Ford quote, and the quote is all about self-belief, all about confidence. We’ve often spoken about the need to be confident and how to gain confidence, because that confidence - or the lack thereof - is imparted on the customer. But how does a customer tell Read more

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

Jason Millard did the Right Thing – 6/24/14 TOW

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


It’s living your dream – or at least having the opportunity to compete in the pinnacle of your profession. There’s no guarantee you’ll succeed, but it’s important to at least have the opportunity.

Jason Millard had that opportunity. As a pro golfer, there would have been nothing more exciting than to have had the opportunity to compete in the U.S. Open golf tournament.

Jason had that opportunity. And he gave it away.

Jason was playing in a 36-hole qualifying tournament in Tennessee, and he played well enough to make the U.S. Open field that was to take place just a couple weeks later at Pinehurst in North Carolina. Despite qualifying for this major tournament, Jason didn’t feel right. He wasn’t certain, but he thought that his golf club may have touched the ground in a sand trap – a 2-stroke penalty in the world of golf. He was not sure he did it, and nobody was around to confirm that he did or didn’t ground the club.

After the round, he asked a rules official what to do, and the rules official said it was up to Jason.

For days, Jason continued to practice for this glorious opportunity at the U.S. Open, but his stomach, his nerves, his inner feelings kept eating at him. He wasn’t sure if he had grounded the club, but what if he had done so? If he had, he should have been penalized two strokes and not qualified.

As he began the long drive to the Open on tournament week, about an hour into the drive, he knew he couldn’t continue. It was that one potential thing he might have done wrong that stopped him; whether he grounded the club or not would never have been proven on Twitter or television, never confirmed or denied by a playing partner.

It was all on him.

He decided to call a penalty on himself, and he was disqualified.

Sometimes doing the right thing should occur because it’s the right thing to do – even if there’s short-term pain involved. To be great at customer service, you need to do the right thing – even when nobody is looking over your shoulder, nobody is listening in on your call, nobody is evaluating you at that moment.

Ethics and great customer service go hand-in-hand. They both involve integrity and trust.

Do the right thing, even if nobody is looking.