focus

6 Actions for Attitude Adjustments - 2/18/20


The battle over one’s attitude can feel like a never-ending fight… I need to stop letting little things bother me. I need to not let that customer’s anger infect my mindset.  Just because my co-worker isn’t doing what they said they’d do shouldn’t mean that I should have an attitude Read more

A Hair-Cut Above...and Below - 2/11/20


After going to the same barber for more than a decade, I decided to leave.  The customer experience went down, and the price went up.  For my last several visits, I was the one who was driving the conversations – when I could get a word in edgewise between Read more

When Employees Fight Over a Customer - 2/4/20


There’s nothing like the feeling of comfort I get from a warm greeting at a business establishment.  A feeling of “you are my most important customer” and “I cannot wait to serve you” brings a tear to the eye of a customer service consultant.  But that’s not the only Read more

LOTS of Opportunities to Appreciate Customers - 1/28/20


They give us their money, and we give them merchandise. We say “Thank you!”  That is the old-time stereotypical opportunity for a company to thank their customers.  But there are opportunities all day long for us to convey appreciation to our customers. Beyond the actual transaction, there are so many Read more

When Jack Gave Arnie a Tip - 1/21/20


Jack Nicklaus may have been the greatest golfer ever.  Many think that Arnold Palmer was the most important golfer of the 20th century.  These two greats were contemporaries, so they became competitors and friends all at once.  And when somebody who is one of the greatest of all time Read more

Make it Abundantly Clear - 1/14/20


Becky was laying in her hospital bed and staring at the whiteboard on the wall.  It had a room number, the room’s phone number, and the date.  It had the pictures of the pain scale, with happy-to-sad faces and ratings from 0-10.  It noted when the last meds were Read more

Become the Wishing Well - 1/7/20


When you don’t know if the next step will solve the customer’s problem, give hope a chance.  If you’re not certain how things will progress on their project, give hope a chance.  If you want to end the conversation by having them feel positive, even if uncertain, give hope Read more

Why Silence is Golden - 12/31/19


In the world of customer service, to begin finding a resolution, sometimes we have to initiate conversation. To keep things moving forward, oftentimes we have to proactively engage in discussion.  To have effective dialogue, we need to avoid those long periods of dead silence. But don’t let those truths of Read more

2019 Holiday Poem - 12/24/19


There is joy absolutely everywhere, Sometimes you just need to look for it. There are birds and babies. There are flowers and sweet older ladies. You just have to look for them. People hold doors open for others, with smiles. There are days when you can see for miles. You just have to look for them. There Read more

Encourage the Customer - 12/17/19


Everybody sing with me:  Feelings, whoa whoa whoa, feelings… Excellent old song, and be thankful that I’m just writing the words and not singing to you.  While not all of us are comfortable with discussing feelings, feelings are an important part of the customer experience. No, you can’t make someone feel Read more

Harvey Wrote the Book on Focus…and Golf – 5/14/19

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

In Harvey Penick’s Little Red Book, the famous golf instructor provides many key tips about golf that just as well could apply to life in general. One such tip is the following: Once you address the golf ball, hitting it has got to be the most important thing in your life at that moment. Shut out all thoughts other than picking out a target and taking dead aim at it. This is a good way to calm a case of nerves.

I love this quote for so many reasons. First, the quote relates to life and customer service. When we’re interacting with that customer during that 1-on-1 moment of truth, we need to view that customer in that situation as the most important thing in our life at that moment. To convey we are engaged and we care, we need to truly believe that that other individual and their situation are important. Even if – in the grand scheme of things – it is not THE MOST IMPORTANT THING IN THE WORLD to you, at that moment, you need to focus on it AS IF IT WAS the most important thing.

The next aspect of this phrase that I love is that you are shutting out all other thoughts. We might think we can serve a customer the best while we’re simultaneously looking at a computer or thinking about a project we have due later on, but the reality is that the brain works best and we communicate best with others when we are focused exclusively on that individual.

Finally, he sums up by saying that this is a good way to calm a case of nerves. One thing that people don’t realize is that there is a greater sense of calm if we are in-the-moment than there is if we’re thinking about tomorrow. You’re more likely to be stressed if you’re thinking about 12 other things you have to do or what might happen next or all the other stimulations that are in the environment.

If we only focus on the now, there is less to distract and less to disturb the calm.

The next time you’re on the phone or face-to-face with another individual, view that interaction as the most important thing at that moment. Treat them that way, and watch the communications flow better, the conversations end more quickly, and your emotions stay calmer.

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The 4 S’s of the Customer Experience – 10/13/15 TOW

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I mentioned in a previous TOW years ago about the 4 S’s of Expectation Management – Key guiding principles to effectively set and manage customer expectations – Simple, Specific, Supporting Documentation, and Summarizing.

But there is another set of 4 S’s – and these are all about the Customer Experience. We worked with a government client last year that had significant customer issues. The customers didn’t – in general – like having to deal with a regulatory and enforcement body, but they really didn’t like it when the regulations were surrounded by a poor customer experience.

So through research including a multitude of customer focus groups, we narrowed down the customers’ preferences for their experience into four guiding principles – The 4 S’s of the Customer Experience:

  • Staffing – Ensure that your staffing mirrors the Customer Volume – by time-of-day, day-of-week, season, etc. You could have the best people, processes, and systems in place, but if you don’t have the staffing levels to handle the volume, the experience will suffer.
  • Solving Issues – When issues and complaints arise, be collaborative across the company’s silos to resolve issues. Be as timely as possible, managing customer expectations when needed. Ensure staff OWN the issue – don’t push the responsibility of researching or fixing issues to the customer, particularly when the problems were caused between staff or departments.
  • Statusing – This one may not have been top-of-mind, but it’s VERY important when service and issue resolution are not immediate. When those fixes take time, be transparent with the information and the issue-resolution process. The more customers understand and see what’s going on to rectify issues or address needs, the more appreciative and understanding they’ll be of the effort. Offer statuses of where their issue/need is in the process, ensuring that the current status is clear, specific, and easily-accessed by the customer. The better they can find and understand the status, the less likely they are to contact you for updates.
  • Simplifying (the Catch-all) – Whether it’s your terminology or systems, make it easy for the customer to do business with you. Avoid the confusion and complexity that lead to long discussions with staff and extra work for your business. When needed, have a single point of contact so they can get to the right person the first time – saving the customer and your company time. Finally, at every communication, be clear on next steps and timeframes.

 
To deliver a great experience, incorporate the 4 S’s.

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How to Create Focus and Direction – 10/22/13 TOW

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Prior to co-founding CSS, I was a management consultant for about ten years. At my previous consulting firm, they asked me to develop and deliver training for new employees on Consulting Skills and Professionalism. It was an honor to be asked and a fun course to teach.

In looking through some of the materials from that training recently, I came across a module that addressed keeping Focus and Direction, and the tips from that training should resonate for those in customer service as well.

Oftentimes as a consultant, especially if you’re inquisitive and creative, you can create a lot of ideas, want to make many improvements, and look to promote change for the better. Those attributes and actions can also be applied to many who have a customer service role or orientation. The problem lies in the fact that all that creativity and focus on continuous improvement can create TOO MUCH WORK!

What we promoted in the training years ago to create Focus and Direction were three key questions:

  • Who’s the customer?
  • What’s the need?
  • What’s the priority?

 
The concept was that your customers and their needs should set a focus; their priorities (or if certain customers or needs are bigger priorities) should help to sort out our priorities. The direction we should go should be greatly impacted by the direction our customers desire.

So the next time you have too many items on your “To Do” list for the day, look at those items in light of these three questions.

Create a Focus and Direction for yourself by doing those things that address key needs of key customers.