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Talk About Yourself to Build Customer Confidence - 4/16/24


When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help Read more

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24


We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

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Share a Story of Success – 4/18/17

Posted on April 18, 2017 in Customer Service Tip of the Week Please leave a comment


Rebecca was continuing through the cycle of life, and she was at the stage as a mom where her teenager was looking at colleges. Have you ever been with a teenager on a college tour? Rebecca had not, but after going on 3-4 with her child, there was one aspect that was especially interesting.

After a 20-30 minute slide presentation from an Admissions counselor at the college, the prospective students and their families were broken up into groups for a tour of campus.

Rebecca noticed that the groups she and her teenager were in (like the other groups) were led by current students. These students were typically managing 12-20 high schoolers and their parents, navigating throughout the campus – in and out of buildings – and talking the whole time. These tour guides seemed exceptionally knowledgeable, answered questions comfortably, were high-energy, and had the amazing ability to walk backwards for 60 minutes straight while describing the campus…without falling down – AMAZING!

While these college students were amazing in their tour guide capabilities, they also had one other subtle positive characteristic. Rebecca noticed that she began envisioning the guides as the students that her child would attend college with, be friends with, and be surrounded by during her college years. These were students that she and her child could relate to, and that made the comfort with as well as the confidence in the college grow.

So how does this relate to customer service?

Oftentimes our customers are like the uncertain parent or the indecisive high schooler – there’s not great confidence or comfort. Maybe there’s a little anxiety or uncertainty.

We often respond to that uncertainty by describing next steps or focusing on providing the soothing tone of voice – these are all good things. But here’s the lesson from the college tours.

Also address those emotions of uncertainty, lack of comfort, and anxiety by painting a picture for the customer of other customers similar to them who had success.

“I was working with another new client last week on a similar issue, and this is what we did to resolve things.”

“We’ve had other patients who were dealing with a similar concern, and our doctors and nurses were great at diagnosing the true issue so that we were able to help them feel better.”

“One of our other season ticket holders last year made a similar request, and we were able to find an option that worked for them, so I’m confident we’ll be able to help you.”

Use these examples to see how to paint that picture for customers that puts them in a place where a vision of their success is more clear.

To build the customer’s confidence, share a story of success about a similar customer.

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‘Got to’ v. ‘Get to’ – 3/7/17

Posted on March 7, 2017 in Customer Service Tip of the Week Please leave a comment


I was at a community collaborative meeting in Charlotte recently, where 100+ representatives of different organizations gathered. They were from local governmental, not-for-profit, and private businesses. Large and small organizations were represented…

As a part of a brief exercise, the meeting facilitator asked everyone to stand and to get into groups of 2-3. She asked them to tell the others in their group one thing that “they have GOT to do this week.” The conversations ensued, and after 4-5 minutes, the facilitator wrapped them up.

Then she asked them to tell the others in their group one thing that “they GET to do this week.” The conversations began, and the energy in the room (and volume!) picked up dramatically.

It was an interesting exercise as a participant and observer. There was a general sense of stress or worry in the first conversation. In the second conversation, there was more laughter, more noise, more smiles, more positive body language.

In a few cases the “Got to” matched the “Get to.” For those people, it’s especially positive to them that what they’ve GOT to do this week is also something that jazzes them and excites them – it’s also something they GET to do.

It’s great if you’re in a job where your “Got to’s” are naturally “Get to’s”, but if you’re not in that situation (or at least you don’t think you’re in that situation), consider a mindset shift.

Instead of “I’ve GOT to talk to this griping customer,” it’s “I GET to bring some sunshine into this person’s day.”

Instead of “I’ve GOT to deal with all these impatient family members waiting at the hospital,” it’s “I GET to offer some comfort and confidence to others.”

What are your “GOT to’s?” Find ways to look at them positively. Find ways to make them “GET to’s.”

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Less Ego, Better Customer Service – 8/2/16

Posted on August 2, 2016 in Customer Service Tip of the Week 1 Comment


Tonya was a relatively new radiology tech at the hospital. She had been out of training and into her routine for months, and she was very confident. She could get a clear scan (“pretty” is what she calls them), a picture easy for the physician to read.

But this situation was different She couldn’t get clear pictures with the ultrasound, and it was starting to take some time. She kept searching for the right angle, and it just wasn’t working. So Tonya turned to the patient, smiled, and said “I’m going to get another tech to help so we can get this wrapped up for you.”

She left the exam room and came back about a minute later with a co-worker – her supervisor. The supervisor introduced herself to the patient, continued with the scan, and offered advice to Tonya on how to more quickly get the desired scan.

Shortly, the patient left, Tonya had learned some new tips, and the staff were on to the next patient.

Tonya could have kept working on her own, as her ego could have kept her from asking for help. Instead, she had a sense for how the process was going and how it was going to continue. She had a sense of the patient’s patience, but she also didn’t want to abuse that patience with an excessive procedure.

She knew that the best customer experience would involve a quicker completion, so she took the steps needed on the patient’s behalf.

Don’t let ego get in the way of good customer service. Ask for help.

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