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Challenges Create Opportunity, People Create Change - 4/20/21


There are so many great things that have been said over the years about overcoming challenges, pushing aside the roadblocks of life, dealing with difficulties.  And these are important points of discussion because challenges are all around us.  There are challenges with our personal health or in our personal Read more

The Passive Predicament - 4/13/21


The employee is speaking to you.  Do they have that look in the eyes like they’re hanging on your every word, like they’re processing, interpreting, and getting ready to quickly respond to your key points and questions?  Or do they have the look of somebody in the 2nd hour Read more

Regain Lost Motivation - 4/6/21


For many of us over the last 12 months, our home has also become our workplace.  Our work interaction has been 2-dimensional through the computer screen as opposed to the 3-dimensional experiences we’re used to with co-workers and customers. We are all motivated in our own unique ways.  Some are Read more

The Answer is Right, but the Service is Wrong - 3/30/21


Maggie was irate.  The gift she ordered needed to be received by the 20th of the month so she could give it to her cousin for his birthday.  It was the 19th, and Maggie couldn’t find any shipping update online, so she called the company.  The employee said “Oh!  Read more

Question Everything, but What’s the Question? - 3/23/21


The new leader joins the organization, and she decides she wants to question everything.  She wants employees to question everything.  Why have we always done it this way? Why do we continue to do it that way? Is this the best way to work? Sometimes it’s a great management Read more

The Resourceful Rep - 3/16/21


One of our clients is seeking to develop Customer Service Standards.  We’re working with them to identify those key expectations of staff that will enable the organization to deliver a consistent high-level customer experience.  One of the key attributes that this organization is seeking from its team members is Read more

Be Proactive like a Pro - 3/9/21


We constantly work with clients, encouraging them to become more proactive with customers.  Don’t just be reactive, waiting for the customer to ask questions or to complain.  Instead, go to the customer, anticipate their needs, suggest something to them. But many of us, frankly, don’t know how to be proactive.  Read more

Find One Unique Thing - 3/2/21


Many of us are not in a position to develop long-term relationships with our customers.  Our encounters are often one-time only with a customer - very brief and likely to be our only time chatting with this individual. And even though there may not be a long-term professional relationship developed, Read more

Should I Stay or Should I Go? - 2/23/21


Should I stay or should I go?  That’s not just a classic song by The Clash.  It’s also the question customers ask more and more, especially during difficult economic times. A recent study in the Charlotte Business Journal noted that 50% of North Carolina businesses are concerned with how to Read more

Optimism – A Force for Good in Customer Service - 2/16/21


Will 2021 be a better year than 2020?  I have absolutely no idea.  Maybe it would be nice to see into the future and know for certain, but I can’t and I don’t.  But as I wade further and further into this year, I can hope that the water Read more

Are You More Than 64% Responsive? – 9/30/14 TOW

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


I’m sure if we asked every healthcare CEO, every university president, and every sports team COO whether his/her staff are responsive to their current or prospective customers, they’d say “Yes!” And they’d be horrified to hear the truth.

We’ve conducted thousands of mystery shops in public and private sector businesses – from your local school system to pro sports teams, from universities to banks, from municipalities to healthcare providers. Oftentimes we leave voice mails and e-mails requesting a response to a question or need. Almost invariably, the response rates to those messages are abysmal.

The best return call percentage to voice mails has been 55%. The best e-mail response rate we’ve seen is 64%. I’m not describing high quality responses, either; I’m just sharing the percentage who responded at all.

Maybe I give the CXOs too much credit, suggesting they’d be “horrified.” Why? Because it’s not like moving mountains to have personnel respond to over 70% or 80% or 90% of messages received. Three actions of the CXOs are required to increase responsiveness:

  1. They have to continually communicate how important it is to be responsive to customers.
  2. The CXOs must be as responsive to their own staff as they expect staff to be with customers.
  3. The CXOs must ensure that their management and staff have the time, processes, and systems that facilitate responsiveness.

Now one could surmise that the 3rd point is the hardest action to take, and that may be true. But I would argue that the 2nd point is hardest for most CXOs, because even before these actions occur, the CXO has to do one simple thing – care.

They have to care about staff, care about the customer, care about creating an environment where responsiveness can occur, and care about being the model to their staff.

So what’s the best way to ensure that staff “get it” about the need for responsiveness?

To answer this, I’m going to steal a line a client of mine stated last week (I’m paraphrasing). Leaders should ask their staff “Who’s the most responsive person in the organization?”

What if the staff named that leader, that CXO? Now, that would be POWERFUL!

Share this Tip with your leaders. Encourage them to be the most responsive person in your organization.

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