motivation

Reach Out to Customers the Right Way - 3/31/20


Depending on what industry that you work in, business is either booming, or it’s greatly slowed down.  I’m not sure if there’s much of a middle ground these days – where industries are working as normal. If you’re in one of the industries where business has slowed, there may be Read more

LEAD them Away from Anger - 3/24/20


Last week we addressed keeping our personal sanity.  This week, let’s discuss dealing with customer insanity.  That may not be the best choice of words, but many customers are overreacting.  In last week’s Tip, we discussed dealing with emotions of anxiety and nervousness from customers, but many customers are Read more

4 Tips for Personal Sanity in Public Crisis - 3/17/20


We can only control what we can control.  There are times like these where the healthcare world is fighting a quickly-spreading virus, and governmental, business, and other organizations are making changes to try to mitigate risks and find solutions where possible. With all this activity swirling around us, we still Read more

Create Mutually-beneficial Relationships - 3/10/20


We have worked with many clients over the years who have long-term staff in customer service roles.  At some point, the company decides to add a sales component to the responsibilities of the representatives, and the sparks start to fly! I was not hired to sell. This is not in Read more

Predictability Excites these Customers - 3/3/20


Sherrie had used that airport one too many times.  Sure it was convenient to her home, only 20 minutes away, but it seemed like every time she scheduled a flight, there was a delay.  And since it was not a “hub” airport, if she had to fly any significant Read more

Who Loves Ya, Baby? - 2/25/20


Telly Savalas played Kojak - a hard-nosed detective who solved crimes while eating a lollipop.  He was a tough guy with a tough attitude but a soft side.  He used to say:  Who loves ya, baby? So, who loves their customer? If you want to see somebody who loves their Read more

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

Recipe for Reputation Rehab – 1/29/19

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


As another corporation is trying to recover from self-inflicted reputation wounds, it is seeking to get back in the good graces of consumers. It’s laying out a 6-point plan to improve its performance, but – in the end – publicizing this plan is also about rehabilitating its reputation. Here’s their 6-point plan:

  • Changing the organizational structure
  • Eliminating incentives that negatively affect customers
  • Improving the customer experience
  • Innovating for customers
  • Retaining team members
  • Giving back to the communities.

 
I’m not going to get into the specifics of what these terms mean to them, because what’s important is what these terms mean to you and your organization. To improve your business, ask yourself these six related questions:

  • How could you or your organization change how it’s organized or structured to facilitate internal communications and decision-making, and to better serve customers?
  • What current incentives don’t drive behaviors that benefit customers, and what new incentives would motivate staff to actions that create customer delight?
  • How can you improve the experience of your customers?
  • What are creative ways to come up with fresh ideas from staff to better communicate with customers as well as retain and grow business with customers?
  • How can you get more joy out of your daily work?
  • How can you bring more joy to co-workers and those you serve?

 
Want to uncover ideas to improve yourself, your company, and your customer’s experience.

Try this recipe for reputation rehab.

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How to Have a Truly HAPPY New Year – 1/1/19

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Don’t worry. After today, I will get away from my holiday-themed tips, but for now, let me ask you a question. What would be a good way to have a truly HAPPY New Year? Is it lowering expectations so that everything exceeds your expectations? Is it eating chocolate every day? Is it making a resolution to be happy?

Consider this: My answers are “No, No, and Yes.”

Let’s focus on the Yes. We have little control over much that goes on around us – our customers, computers, co-workers; the people, processes, and systems; the buildings we work in and the attitudes and attributes of the people we socialize with; the weather, social media, the overall economy. There is so much we can’t control. Now keep in mind that all these things that are beyond our control are outside of us.

Having a truly happy new year is not about what’s happening around us; it’s about what’s inside us. And maybe happy is not the best word. Maybe joy-filled is a better phrase.

So, what can you and I do within ourselves to be more joy-filled? Maybe it’s limiting our exposure to those outside things that don’t bring joy. It involves thinking about our attitude – being intentional about how we think about other people, how we visualize the meeting about the happen, how we force ourselves to empathize with that person on the phone with us. It’s about our making decision after decision after decision to be good inside no matter the situation we face outside.

A great attitude is a series of decisions to be positive, to be better than the situations we find ourselves in, to look for the good in all things and all people we encounter. In the end, a great attitude becomes a habit, and it leads to joy. It leads to having a Truly HAPPY New Year.

Better yet, it leads to having a truly Joy-filled New Year.

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2018 Holiday Poem – 12/25/18

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Annually I write a note at this time of year,
And the goal not once but every time is to bring you some cheer.

I try to encourage,
And I work to state the truth
Because as we continue to grow more “wise,”
We can’t lose sight of the joys of youth.

So this year I’d like you to continue
On a path set for you and the rest.
It’s a path where your impact on others
Is marked with positivity and success.

I want you to realize how much good you offer
How many solutions you provide and smiles you create.
Whether it’s with co-workers, sisters, or brothers
Your attitude and approach are great!

I want you to feel valued,
And others know it’s true.
For each day this past year and in the year to come
Is a little brighter because of you.

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