experience

People will Pay for Customer Service - 10/8/19


Sometimes all you need to read is the first paragraph in an article. Here’s the title from Business Insider: Amazon charges sellers as much as $5,000 a month for customer service if they want a guarantee that they'll be able to talk to a real person. The first paragraph reads: Amazon Read more

New Ways to Celebrate National Customer Service Week - 10/1/19


The week of October 7 is National Customer Service Week. No, this wasn’t another holiday invented by Hallmark, so you have to go to work. Hopefully that’s the good news! This week is typically thought of as a time to rejuvenate relationships with customers, to refocus your efforts on treating Read more

The Error of “Everyone” - 9/24/19


A recent article in The Charlotte Observer got me thinking about a concept, a premise that is suggested all too often in society. First, the article: The story was about lawn care, and some of the people quoted in the article talked about what customers want today. They noted Read more

Between Texting and Thoreau - 9/17/19


The more people that enter the business world having grown up texting, the more the quality of business communications drops. A typical text between friends is rarely what anybody in business would call a professionally-written document. There’s nothing wrong with that, because texting is typically informal dialogue between friends. Read more

I want to be an Astronaut - 9/10/19


When I was young, if a child was asked what he wanted to be when he grew up, the answers were often a fireman, a Pro Football player, a teacher, somebody who got to drive a truck, or an astronaut. Maybe the question is still asked today, and, if Read more

Don’t Mistake Kindness - 9/3/19


I have a friend who does a lot of things for a lot of other people. He sometimes has a hard time saying “no,” and he really works hard to try to be kind to others. But occasionally some of those for whom he does good works will ask Read more

Do Anything, but Not Everything - 8/27/19


We work with a lot of educational organizations, but this Tip of the Week applies to virtually any kind of business that has repeat customers. To deliver great service, be willing to go above and beyond, do virtually anything for the customer. But in the world of colleges and Read more

Be Generous to a Fault - 8/20/19


People who think they’re generous to a fault usually think that’s their only fault – American Journalist Sydney Harris. This quote reminds me of someone who views themselves as a giver – someone who is so humble that he likes to humbly tell everyone of the gifts he’s given, good Read more

Don’t Assume because... - 8/13/19


You've probably heard this statement growing up. Your parents said, “Don’t assume, because it makes…you look bad.” Or something like that… Recently my laptop screen died, and since it was an older laptop, I decided to go ahead and buy a new one instead of paying to have the screen Read more

Patience Leads to Positivity - 8/6/19


Thank you for your patience. That’s a statement I enjoy saying…when I am the customer. When I’m trying to learn something and I’m about to go into a process, I want to have a feel for what the whole process involves. Over the years, I’ve gotten tired of feeling like Read more

I want to be an Astronaut – 9/10/19

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When I was young, if a child was asked what he wanted to be when he grew up, the answers were often a fireman, a Pro Football player, a teacher, somebody who got to drive a truck, or an astronaut. Maybe the question is still asked today, and, if so, I’m not sure how similar or different the answers may be from my childhood experiences. But when the question is asked, the child is basically stating what he or she wants to become. It is sharing their vision of their future.

And once a child – or anyone of us for that matter – identifies a vision, then we can start charting the course to get there. It makes no sense to chart a course to nowhere.

It’s the same thing in the world of business and in the world of customer service. We need to start with the vision.

What do we want to become or achieve as an organization or as an individual? What is our vision for the great customer experience that we’re going to deliver to our clients, and is that their vision as well?

If the vision for the great customer experience is going to help us to achieve our overall vision, then the next step is to ask: What’s our vision for the desired culture? In theory, the culture of an organization is set up to help the organization succeed, so that culture should help to deliver a great experience, it should help to deliver on the organization’s vision!

And what is culture? It is how we do things around here. It’s how we talk to each other, how we work together, how we make decisions together, how we serve each other and serve others together.

Take a few minutes individually or as an organization and just pause. Make sure that you have a clearly articulated vision. Then work back to make sure that you know what your role is and what you need to be in order to move yourself and your organization toward that vision.

Envision the future to become the future.

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Turn 4% Feedback into 100% – 5/9/17

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Only 4%. That’s the percentage of customers that have a problem with an organization that will come right out and tell you about it. Sure, they’re happy to post a review on Yelp, or post a complaint on their Facebook or Instagram account. They’ll tell their buddies or relatives, but most won’t tell you.

Then they may return to your business – or not – but either way the bad word-of-mouth is out there.

Many companies understand the huge negative financial impact of poor experiences, so they conduct surveys, mystery shop, and try to improve their customer service based on the Voice of the Customer.

But what can you as an individual do to uncover any issues when you’re engaged with the customer? You can simply ask, and here are Ten Ways to Ask for Feedback:

  • (For incoming callers who go through a phone tree) How was your experience in getting through to me today?
  • What do you think of our store (or website)?
  • How has your experience been?
  • Is there anything we could have done to have made your experience better today?
  • Did you get your questions answered?
  • Did we address your need?
  • Did you find everything you needed easily?
  • How helpful has this (or – have we/I) been to you?
  • What was our process like for you today?
  • Do you have any suggestions about how we can improve our service?

When you get this feedback, you hear the voice of the customer before they leave the door. You turn the 4% into close to 100%. You have an opportunity to address any additional needs or issues. You positively impact word-of-mouth. You allow yourself the opportunity to retain. You make the unknown known.

Don’t let the customer’s complaint fester. Get the customer’s opinions before the conversation ends.

Turn 4% feedback into 100%. It will help you to fix problems on the spot, keep more customers, and get more thank you’s from the customers themselves.

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