proactive

Know the Customer’s Value Proposition - 2/12/19


I’ve written about how it’s important to build up your co-workers when talking to customers. When the nurse is getting ready to send the patient down to radiology, she lets the patient know what great work and great care that the radiology tech provides. When the teller contacts a Read more

Paint a Picture, Take a Picture - 2/5/19


Many of us are visual learners. In order for us to understand the concept, we need to be able to see the concept illustrated. And by seeing the concept illustrated, I’m not just talking about taking something that somebody says and merely typing it into an email. I don’t Read more

Recipe for Reputation Rehab - 1/29/19


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. Read more

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

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


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 feeling you have while you’re waiting for something to happen.

In customer service, we often talk about the other definition of anticipation. This definition relates to trying to identify a potential customer need before it’s ever voiced to you. You anticipate that they have an issue. You anticipate that they’re about to run into an obstacle. You anticipate that they have a particular need that they want to share. In this sense, anticipate suggests you are almost predicting what is going to happen, and the benefit of the anticipation is you can be proactive.

So how do you anticipate? Since the action isn’t yet occurring, you’re looking for cues. You’re looking for that look of frustration or hostility or confusion on the part of the customer. You’re listening to the hesitancy in their voice, or you’re noticing the change in their mannerisms. You’re thinking about customers who’ve been in a similar situation who started to go down a direction that this customer may go as well. You’re relying on your history and knowledge to serve as a predictor of the future in the moment with this customer. And you’re looking at the cues that they provide or their emotions or the direction that they’re starting to head.

To be great at customer service, it’s not always about reaction. Oftentimes, it’s about proactively identifying what steps you can take even before the customer realizes their needs and voices them to you. It’s about you reading the situation and getting ahead of the curve.

To be great at customer service, be a great reader of that customer in front of you or on the phone with you. Think about them in light of all the different customer interactions you had in the past, and anticipate their needs.

Anticipate in order to offer exceptional service.

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Execute at a High Level – 10/23/18

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


The football coach was in the midst of a season where his team had not won a game. After a recent loss, the head coach entered his press conference. One of the reporters asked a simple question: What do you think of your team’s execution?

The head coach replied, I’m in favor of it.

OK, now before we go too far, let’s define “execution” in customer service. Execution is the successful delivery of a procedure or application of a process. It is taking what is expected and documented and planned out, and then performing it as designed and at a high level.

Let’s think about that for a second. We’re talking about executing as taking action as somebody who serves others, works to retain clients, works to develop relationships with customers, works to grow business with those fans or accounts or guests. We’re not just talking about implementing a procedure.

The way I’m defining execution goes beyond the basics. It’s not just doing steps A & B – what you have to do – but it’s doing them responsively and quickly and accurately and timely. It’s not just saying what we are to say and taking the action we are to take. It’s doing it in a way that conveys to the other person that they are more important than this procedure that we are enacting. They are being cared for through a process but by an interested and empathetic team member.

The next time you utilize a procedure for a customer or work through a process for a client, think about how you can execute the actions at a high level. Consider how to make that customer feel the caring you have for them and their situation as you still follow the appropriate steps. Make execution a good thing in customer service.

Execute at a High Level.

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Light Up the Room – 7/3/18

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Maybe you are one of those people. Maybe you work with or are friends with one of those people. You know the kind of person I’m referring to; it’s the person who lights up the room. Literally, the positivity, the tone of the conversation, and the energy of the room become more vibrant, more pleasant, more fun, and more enjoyable.

The people who light up the room make the environment better, and seemingly any topic or conversation or point of debate is seen through different, more positive and open lenses.

Whether we’re trying to be a good team player with our co-workers or trying to address the customer’s issues, needs, or goals, so much of how well we do is dependent on whether or not we are someone who turns up the wattage.

The people who light up the room seem to have certain traits and behaviors. They smile more. They tend to move more. They GO TO people as opposed to expecting people to go to them. They seem to connect with others and connect people with others. They’re looking around the room, not operating with blinders on; yet they somehow make each person feel exceptionally important. People who light up the room know how to use their body language to convey openness and interest. Their arms move and rarely stay folded. They ask and inquire. They convey appreciation and say thanks.

If you want to be a great team member or provide great customer service, think about the environment that you are creating for those around you. Think about the impact that you have on the tone of the conversation.

Think about how you can light up the room.

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