positive

Don’t Dwell on the Customer Crazies - 1/22/19


Whether or not you’re a fan of Duke University basketball, you may have heard of the “Cameron Crazies.” This is a nickname for Duke fans that attend home games in Duke’s Cameron Indoor Stadium. One of my friends was one of those Cameron Crazies. He was Read more

Retain through Responsiveness - 1/15/19


In a recent Bloomberg article about online retailers, there’s a story about a women’s cosmetics customer who used an online app to order some items. She waited weeks for the delivery after it was shipped to the wrong address, and she had great difficulty in getting the issue resolved. Read more

Bring Something Extra to the Table - 1/8/19


As somebody who has customer service as a part of their role and responsibilities, you are often talking to customers who could access the answers to their questions or the solutions to their problems via a website or some social media resource. But instead of going to those communication Read more

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


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 Read more

2018 Holiday Poem - 12/25/18


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 Read more

Be SomeBODY to Your Customer - 12/18/18


Jenny lives on a farm, and she's often running errands to get things for the animals or the family. She goes to one particular store to get her hay, and she always chit-chats with the person at the register. Marie is always friendly and cordial, and Jenny always buys Read more

A Representative Success! - 12/11/18


I was in a meeting recently with a client, and it was interesting to chat with one of their best customer service representatives. This is an employee who works with the same business clients every month, and when she described what she does, best practices started flowing. She knows her Read more

Of Carly Simon and Corey Feldman - 12/4/18


Anticipation. It's a fine song by Carly Simon. She talks about how it (anticipation) is making her late, and it is keeping her waiting. The song is also the theme for the cheesy Corey Feldman 1970s Heinz Ketchup commercial. But that definition of “Anticipation” talks about the Read more

Use Customer Comments to Continuously Improve - 11/27/18


It’s that time of year when all good Americans due their duty – to purchase holiday gifts online. Okay, maybe it’s not as much a duty as it is a joy or chore, depending on your point-of-view. Before I purchase anything online, I seek out reviews. This may Read more

No Matter How You Say It, Say Thanks! - 11/20/18


Gracias. Grazie. Gratias tibi. Obrigado. Tack. Merci. Danke. Thank You. No matter how you say it, say it. Say Thank You. You can say Thank You in many different languages (shout out to Google Translate for what's written above!). You can say it Read more

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

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


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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Make it OK to Sell the Parrot – 8/21/18

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


This has been said so many different ways. I’ve noted how an attitude cannot be like a light switch, where you turn it on with your customer and you turn it off when you’re with the co-worker. Last week’s Tip discussed how communication is like water rippling in a pond, because of how it can affect the environment within which you work – words are not just part of the conversation. They often impact the person you’re speaking with or others in the organization. When noting body language, we often suggest picturing yourself in front of a mirror, because your body language provides a reflection of the attitude that the other person perceives.

All of these examples offer a couple key points. First is that – to deliver great service and be a positive influence on the culture, we should look at our attitudes and actions as something that needs to be consistent, an all-the-time thing. Second, we need to have some understanding of how we can influence or impact others.

Will Rogers once said, “Live in such a way that you would not be ashamed to sell your parrot to the town gossip.”

It’s important to be conscious of how we act and how we speak, because in life and in customer service, it’s not always about us. People who are great at customer service realize that so much of what we do is about and for others. So, consciously think about the impact of your attitudes and actions on others. Strive for more discipline in thinking through what is said and what is done…before it is said and done.

While it’s a difficult thing to do for me and I’m sure many of you, working hard to be a more consistent model to others is a key to long-term customer service success.

The parrot sees and hears EVERYTHING! Make it OK to sell the parrot.

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Water Rippling in the Pond – 8/14/18

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


You drop a rock into a creek, and you see the mini waves created. You watch a golf tournament, and a golfer dumps a shot in a lake – and it ripples. You see a water sculpture with a basin below, you toss in a penny to make a wish, and the water flows in every direction.

Ripples in the pond.

So much of the environment that we’re in – literally, and more so the mental environment that we’re in – is influenced by the words of others. If we hear constant negativity, if others voice constant obstacles, if there is rancor and anger and confusion, then there’s a great risk for those in the environment. We can allow those words to affect our mindset, our behavior, and maybe our own words as well.

Sometimes the environment that we’re in is full of encouragement, reinforcement, positivity, and appreciation. Sometimes those words build us up and are filled with thanks. The words in our environment can emphasize what COULD work and what possibilities for good exist. Those words also affect our mindset, our behavior, and maybe the words that we use as well.

Realize that the environment that we are in is often influenced by communication. The environment created by the words we use is like water rippling in the pond. Our words can influence others. They have the ability to change a perception or a mindset or a behavior or an outlook.

So, when we need to use words, choose words that move the environment in a direction of good.

Remember, your words create an effect like water rippling in the pond.

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