north carolina

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

Journalists are Sharing Patient Satisfaction Scores

Posted on in Business Advice, Healthcare Please leave a comment

Blog 4-17-15It’s happening. We knew it would come. It’s not that the hospitals haven’t been measuring patient satisfaction for decades. It’s not that the Federal Government is just now monitoring patient satisfaction and reporting it publicly. It IS that it’s become such an easily-obtained set of information that journalists are quickly pulling the data and writing articles. The article See how Triad hospitals fare when it comes to patient satisfaction is a perfect example. It identifies specific hospitals in North Carolina only getting 2 “Stars” out of 5. It notes that nobody in the region is above a 4, and it interviews those performing “badly” in the eyes of the writer, putting them on the defensive. Now here’s the question: What is your organization doing to continually improve patient satisfaction? Some of the answer is process-oriented, some is culture, some directly relates to engaging employees, and some relates to communications and relationship-building with patients. Our suggestion is to start with the Voice of the Patient – What are their true satisfaction drivers? Uncover the true drivers of willingness to recommend and return, if needed. Then identify what correlates most to those drivers. At that point, you can be efficient in your efforts. At that point, you’re tailoring your strategy to improve and sustain that improvement in patient satisfaction through employee engagement, patient engagement, process, communications, cultural, and other initiatives. Continually work to improve your patient satisfaction. Your scores could be in the next headline, the next television segment, or the next in-depth article. The data on the hospitals have become stories waiting to be written.

Did you like this post? Here are other Healthcare-related posts:


What’s Truly Unique for Fans in the Seats

Posted on in Business Advice, Carolinas, Sports Please leave a comment

I’ve been fortunate to have been a season ticket holder for a professional football team for 15+ years, so when my company consults with pro sports teams on season ticket holder (STH) retention and fan relations, I can talk as a strategist and researcher or…as a fan.

And I love talking as a fan. One key point that those in the sports industry need to remember is that the game day experience is – to many fans – far beyond what the smart phone experience or television experience could ever become.

As a fan, when I go to the game, there are certain aspects of the experience that I could never get on TV. I feel and am a part of the emotion of 70,000+ people (FYI – I’m a Carolina Panther STH). And even when that emotion is negative, it’s raw emotion, at times it’s yelling, at times it’s tense silence – but it’s almost always a roller coaster of emotion for 3+ hours.

And unlike the fan at home, if I want to watch a defensive end for a couple plays, I can focus just on him. If I see a wide receiver wide open 20 yards downfield, I can yell “He’s open! He’s open!” at the same time that a TV watcher is being shown the quarterback standing in the backfield. I can think to myself – “that pass is going to be intercepted” before the TV cameraman even focuses on the receiver and cornerback.

You see, I can see what I want to see. It’s in my hands (and my eyes) to focus on anything going on, whether in the field of play, on the sidelines, or in the stands. The customer has the power – a power that cannot be duplicated by television.

Television is a wonderful thing and is constantly expanding its capabilities, but these expansions of capabilities erode the gap between the game day experience and the home experience.

So to maintain gate receipts, STH retention, and enthusiasm for attending the games, game day professionals and pro sports teams need to address this key point – we need to leverage, improve, and market the two greatest aspects of being at the games: (1) Being a part of the experience with tens of thousands of other fans, and (2) Controlling one’s own perspective on the event.

To keep fans coming to the games, enhance the “group experience,” and find new ways to help fans gain more from their unique view of the event.

Interested in improving your team or club’s fan relations? See more at our new website! http://cssamerica.com/csssport.htm

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/


Linked at the Hip – Business Retention and Long-term Thinking

Posted on in Business Advice, Government Please leave a comment

If you care about winning a battle, focus on today. If you care about winning the war, think beyond tomorrow.

In far too many businesses, companies focus too much on today’s battles. They get so immersed in making this one sale, in closing this one transaction, in getting through these operational steps, that they find themselves with the same one sale, one transaction, and one step-orientation the next day.

So what’s the problem with that? The problem is that caring almost exclusively about today doesn’t help you to plan for tomorrow, to think strategically, to think long-term, and to succeed long-term. It doesn’t help you to research, study, and anticipate what you customers will do, how the environment will change, and what your competitors will do.

This conundrum is no different in the world of economic development. Too many communities are too focused on new business acquisition and don’t invest enough resources or planning on how to retain and grow the companies already located in their jurisdiction. This is where effective Business Retention & Expansion programs come into play.

Communities that care about the long-term, realize it’s not all about the hunt, the new business, the relocation. It’s about keeping what you have and growing them. It’s about having strategies to ward off other jurisdictions recruiting their businesses. It’s about becoming as vital to the businesses as the businesses are to the community.

Mooresville, NC economic development groups created ‘Moving Mooresville Forward 2017’. According to a recent article, the strategy has 5 key initiatives:

  • Business retention/expansion/acquisition
  • Creating an environment for small business growth
  • Workforce development
  • Transportation planning
  • Creating a business environment and quality of life that fosters individuals’ and businesses’ desire to stay.

Note how these initiatives are focused mostly on what you currently have – your businesses, your environment, your employees, your infrastructure, your quality of life. Mooresville realizes that it must create an environment that fosters retention and expansion, and that same environment would be of interest to companies seeking relocation options from elsewhere to Mooresville.

When you want to succeed for the long-term, plan how to enhance, retain, and grow what you have instead just focusing on today’s sale, today’s transaction, and today’s task.

Check out our BRE News Research Services: http://cssamerica.com/cssbrenews.htm

Listen to our latest podcast episode on “Delivering the WOW Experience!”

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/