positive

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

When Jack Gave Arnie a Tip - 1/21/20


Jack Nicklaus may have been the greatest golfer ever.  Many think that Arnold Palmer was the most important golfer of the 20th century.  These two greats were contemporaries, so they became competitors and friends all at once.  And when somebody who is one of the greatest of all time Read more

Make it Abundantly Clear - 1/14/20


Becky was laying in her hospital bed and staring at the whiteboard on the wall.  It had a room number, the room’s phone number, and the date.  It had the pictures of the pain scale, with happy-to-sad faces and ratings from 0-10.  It noted when the last meds were Read more

Become the Wishing Well - 1/7/20


When you don’t know if the next step will solve the customer’s problem, give hope a chance.  If you’re not certain how things will progress on their project, give hope a chance.  If you want to end the conversation by having them feel positive, even if uncertain, give hope Read more

Why Silence is Golden - 12/31/19


In the world of customer service, to begin finding a resolution, sometimes we have to initiate conversation. To keep things moving forward, oftentimes we have to proactively engage in discussion.  To have effective dialogue, we need to avoid those long periods of dead silence. But don’t let those truths of Read more

2019 Holiday Poem - 12/24/19


There is joy absolutely everywhere, Sometimes you just need to look for it. There are birds and babies. There are flowers and sweet older ladies. You just have to look for them. People hold doors open for others, with smiles. There are days when you can see for miles. You just have to look for them. There Read more

Encourage the Customer - 12/17/19


Everybody sing with me:  Feelings, whoa whoa whoa, feelings… Excellent old song, and be thankful that I’m just writing the words and not singing to you.  While not all of us are comfortable with discussing feelings, feelings are an important part of the customer experience. No, you can’t make someone feel Read more

6 Actions for Attitude Adjustments – 2/18/20

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

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 of indifference toward promises I made to others. Sure, I’m having a good day, but that negative political link on the internet sure looks interesting.  I really enjoy my customers, but all I can think about is this frustrating computer system that I have to deal with every day.

We may want to be optimistic or have a great attitude, but there are challenges and obstacles and negativity around us.  Our attitude is a decision we make, and it is reflected in how we go through the day, how we respond and react to others, in what we do and what we decide not to do.

So, if Attitude is Everything, how do you maintain the best attitude possible?

What we’re talking about here is how we’re wired, our mindset.  The attitude we employ is based on who we are, how we talk to ourselves, and what we view as our purpose.  Granted, it has many obstacles.  It is a sum total of every day we’ve lived, it is affected by the challenges we face during the day, and it has the worries that we think about what could happen tomorrow.

While I don’t have that silver bullet answer that will help you win the battle over your attitude every day – trying to make it positive/optimistic – here are 6 actions that I take to get my mind right:

  • I read something positive when I wake up in the morning, and I read something positive when I go to bed at night.
  • I avoid information sources or articles that have no bearing on my work or my life, but which have an obvious negative tone or slant.
  • I tend to gravitate toward people who seem more positive and who seem to share my values, and I try to reduce the amount of time I have to engage with those who are perennially negative.
  • I try to empathize and understand others who may be different or negative or complaining, because in that understanding my negativity toward their attitude tends to go away.
  • Many times throughout the day, I give thanks or celebrate small successes, even if it’s a success only I experience.
  • And as I’ve mentioned a couple times in these tips over the years, at the end of a work day, I total up a list that I create through the day of successes, and I just read it back to myself. It is too easy to forget all the successes when you’re in the midst of just trying to get 100 things done during the course of a day.

So much of how our lives turn out is based on the attitude we bring in. It’s easier for some than others to have that kind of attitude that will help us to live out our purpose and to engage others positively.

But whether it is easy or hard for you, be intentional about filling yourself up with the kind of things that bring out the attitude in yourself that you’d love to see in others.

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Bring Out the Best – 11/12/19

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

As a management consultant, oftentimes my job is to identify the key issues, determine the root causes, and provide solutions. We do a lot of strategy work, we conduct many research projects, and we train and train and train our clients. However, improvement usually involves pointing out what needs to be done differently, better, or more or less frequently in order to achieve the best outcomes possible.

I’ll never forget the first project that I led well over 20 years ago. My boss congratulated me on the great work. And then he said: Ed, when you’re pointing out everything that needs to improve, make sure you’re balancing it with what’s done well. Even when people need to change, they want to feel good about the things they’re doing that need to continue.

Is not that the tone of the report was negative. It’s just that there was no balance. I was pointing out what needed to be improved to try to achieve the best outcomes, but they also need to know what they’re doing great – that which needs to continue to achieve the best outcomes.

So, when you’re working with a customer, along with sharing details about what they need to do differently, praise them for what they already did well: You’ve done great managing this effort on your own. Now, to make sure that you’re even more successful, here is how we suggest starting to change things for the future.

When you’re talking to a co-worker, if they’ve given you incomplete information, show what else you need, but thank them for what they already provided: There’s some great information on this form! I just need a few more items so that we can move forward.

And when you’re speaking to yourself, make sure all the self-talk isn’t critical on what you did wrong and what you need to improve. Give yourself the occasional pat on the back for what you did right: That was a great call! I really got along well with the client, we were both pleased with how it ended and what the next steps were, and I could tell they were very comfortable, very confident, and they felt really good, too!

When you’re trying to improve, make sure you are clearly stating what’s already working well and what needs to continue so that improvement can be done from a positive perspective.

Identify what needs to be done better or differently, but do it in a way that brings out the best.

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Patience Leads to Positivity – 8/6/19

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Thank you for your patience. That’s a statement I enjoy saying…when I am the customer.

When I’m trying to learn something and I’m about to go into a process, I want to have a feel for what the whole process involves. Over the years, I’ve gotten tired of feeling like I’ve completed a process, when in reality I’ve only gotten through the first step. I hate coming to the end of the first step and finding that there’s a second step, getting to the end of the second step, and only then finding that there’s a third step. It would be so much better to just know all the steps, the entire timeframe, and what I need to do from the start to make all these steps go as smoothly and quickly as possible.

Again, I’m talking from the perspective of the customer. Whether it is talking to account representative about some new service or talking to the computer tech helping me deal with a blinking computer screen, I like to know the steps.

In these situations, I am asking a lot of questions, and things I appreciate most about a person are (1) The specific responses conveyed with knowledge and experience as well as (2) Patience.

Customer Frustrations
It bothers me to no end when I feel like the person is rushing through the conversation. It’s frustrating when they’re making the process sound like it’s not that big a deal; it probably isn’t a big deal to them since they’ve dealt with it 100 times, but it is a big deal to me, the customer. It’s frustrating when they talk fast or make statements unrelated to my need because they didn’t ask questions about what’s unique about my situation.

Avoiding their Frustrations
So, what is not frustrating? What is positive? Knowledge and experience conveyed in specific responses…and patience. When you’re dealing with somebody who’s about to go through a series of steps, convey these attributes.

Be patient. Think about your body language. Avoid interrupting. Breathe a few times to slow yourself down. Ask them questions to understand their situation so you don’t have to talk about the 5 different paths something might take if it’s obvious this process is going to go down 1 path for this 1 unique customer’s 1 situation.

Let your patience result in a positive customer experience.

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