predict

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

To Assure, Ensure You Do This - 2/9/21


Vince Lombardi – famous professional football coach – became a big hit on the speaker’s circuit during his time coaching.  He applied many of his principles in football and life to business, and one of his great business quotes is:  Confidence is contagious and so is lack of confidence, Read more

Predictability Excites these Customers – 3/3/20

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

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 distance, she’d have to make a connection, and then more delays would occur.  Delay after delay, and re-route after re-route.  There was too much uncertainty about her arrival time or her ability to make connections.

The next time she had to fly, Sherrie decided to go to the larger airport that was located over one hour away.  Sure the fare was no better, but she had a direct flight to her destination.  She traveled the extra distance to the larger airport, and she got on her non-stop flight.  It took off late but made up time in the air, and it landed early.  On her return, she was late getting back because of air traffic, but there were no worries about making a connection.  There were no worries about getting re-routed to a different city for the second leg of a trip, since this trip was non-stop.  There was none of that uncertainty.

Some customers aren’t as concerned with product price if they know what’s going to happen.  Some people’s goal is to avoid hassle.  They’re more concerned with process predictability than product price.

People concerned with process predictability, those concerned with avoiding hassles – those are the people that customer service-oriented companies love.  Because those customers put a premium on the aspects of their experience not driven purely by the product.  The service processes, consistency, and quality are differentiating factors.

Identify the types of services you provide that are very process-driven or time intensive.  Identify the customers whose satisfaction and repeat business are driven by these key factors of customer service.

Then help your company become more predictable for your customer.

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Give Your Customers a Crystal Ball – 12/2/14 TOW

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


When conducting focus groups for a local government client recently, I found myself in many discussions with the customers of this municipality about their experience. The customers are business people, looking to perform renovations, develop property, and build facilities throughout the community.

And while many times we can define the customer experience by using words like attitude, responsiveness, respect, speed, and quality, these customers often used a different word – predictability.

To them, knowing what’s going to happen and when, knowing what’s their role v. that of the local government was vital to their success. By having a predictable process, a predictable set of roles and rules, a somewhat predictable timeframe, and a predictable manner in getting issues addressed, they could have more realistic expectations, but there were also two other benefits.

First, predictability for the customer enables them to plan next steps and timeframes. Second, predictability enables the customer to communicate with their stakeholders about what those stakeholders need to do and by when.

Going outside government, think of the hospital with outpatient surgery patients who need to know how to prep for procedures and how long they’ll take, so that they can have the friend pickup them up at the right time and help them get started on the care process at home.

Consider the sports fan going to the game and needing to know where to pick up the tickets and how long that process will take, so they can meet up with friends at a certain location and time.

Think about the elementary school parent considering moving into town but wanting to rent the apartment in the location where the best schools are zoned. They need to know what those schools are, where to move to get zoned there, how to register their child, and when they’ll get confirmation that the child gets into the desired school.

When you think about delivering the great customer experience, first think about how to make the experience predictable for the customer.

Help your customers predict next steps – give them the customer service Crystal Ball.

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