first

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

Back to Reality...for Customer Expectations - 7/30/19


Have you ever walked into a patient registration area of a hospital and seen a sign that said “if you’ve been waiting longer than 15 minutes, please see the receptionist?” Have you ever called a customer service number and been told by a recording that “the average hold time is Read more

For Excellence to Happen, Get Engaged - 7/23/19


The customer was throwing an absolute fit in the lobby. Sitting among several other customers waiting for her number to be called, she was raising her voice and letting out the occasional expletive about the lengthy wait time. An employee sitting behind the counter thought to herself: I’m going Read more

Libby Listened to Serve - 7/16/19


Libby was new to her role with the organization. She had never been a customer service representative in a call center before, but she was hired because of her attitude. She wanted to learn, enjoyed working with people, and could carry on a conversation with a wall. After going through Read more

Chris Got Noticed for All the Right Reasons - 7/9/19


Chris was working through a temporary agency, and he got a job at a warehouse. He was packaging items to be shipped out, and his shift didn't start until 7:30 a.m. Chris always got there a little bit early because of the bus schedule, and he hated just sitting Read more

It’s Their First Time – 7/17/18

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


You’ve provided this service to hundreds of customers. You’ve dealt with this issue 50 times. You sold this product or held this meeting or done this paperwork or worked through this process so many times you can do it in your sleep. For the customer, however, it’s their first time.

It could literally be their first time buying this product or asking this question or having this issue. Maybe they’ve run into it once or twice before in their lives; regardless, it’s a good mindset for all of us service providers to have that we need to treat the situation like it’s their first time. If this was a brand new customer walking in the door, how would you want to handle this situation differently?

  • You may want to be more patient, because they may have lots of questions.
  • You may need to introduce yourself and tell a little bit about the company, because this may be their first exposure to you or your organization.
  • You may want to start from the beginning about how things work, not making assumptions about what they may already know.
  • You may want to welcome them and be appreciative for their making the decision to invest their time and money in your organization, so they feel like their business is valued.
  • You may be more likely to want to give them handouts or show them specific pages on a website, because they are probably receiving so much information they can’t remember everything only given to them verbally.
  • You may want to confirm they understand what you’re saying, what expectations you’re setting, what it is that you are to do versus they are to do.
  • You might explain what’s going to happen next in the process, because they’ve never experienced your process before today.

 

When you view your encounters through the lens of a new customer – one who is there for the first time – many ideas can pop to mind about how you might handle that situation differently to make sure they are as comfortable and confident as possible with you and your organization.

Do this exercise on your own or include co-workers. Ask “What would we do differently if we knew this was the customer’s first time?” Then start to build your standards for engaging customers, the information you provide and how you provide it, and the time you allocate to customer engagement around what would create the best experience possible for everyone.

View your customer encounters like it’s their first time.

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