representative

Reach Out to Customers the Right Way - 3/31/20


Depending on what industry that you work in, business is either booming, or it’s greatly slowed down.  I’m not sure if there’s much of a middle ground these days – where industries are working as normal. If you’re in one of the industries where business has slowed, there may be Read more

LEAD them Away from Anger - 3/24/20


Last week we addressed keeping our personal sanity.  This week, let’s discuss dealing with customer insanity.  That may not be the best choice of words, but many customers are overreacting.  In last week’s Tip, we discussed dealing with emotions of anxiety and nervousness from customers, but many customers are Read more

4 Tips for Personal Sanity in Public Crisis - 3/17/20


We can only control what we can control.  There are times like these where the healthcare world is fighting a quickly-spreading virus, and governmental, business, and other organizations are making changes to try to mitigate risks and find solutions where possible. With all this activity swirling around us, we still Read more

Create Mutually-beneficial Relationships - 3/10/20


We have worked with many clients over the years who have long-term staff in customer service roles.  At some point, the company decides to add a sales component to the responsibilities of the representatives, and the sparks start to fly! I was not hired to sell. This is not in Read more

Predictability Excites these Customers - 3/3/20


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 Read more

Who Loves Ya, Baby? - 2/25/20


Telly Savalas played Kojak - a hard-nosed detective who solved crimes while eating a lollipop.  He was a tough guy with a tough attitude but a soft side.  He used to say:  Who loves ya, baby? So, who loves their customer? If you want to see somebody who loves their Read more

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

Customer for Life – The Final Step – 4/16/19

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


Two weeks ago, we addressed the Third Step of keeping a Customer for Life: Address what will keep them. Now, we’re sharing the Fourth and Final Step. To have a Customer for Life, you have to grow your relationship with them.

While the 3rd step is the toughest – since 10 different customers might have 10 different reasons to stay with your business or go – the Final Step is the one most customer service representatives are uncomfortable with, don’t enjoy, or – frankly – can’t stand doing. Why? Because it means we have to ** gulp ** sell.

No!! Not Sell!!

Yes…sell.

Personally, I never enjoyed selling, and I never felt that I was good at it. Part of the reason why I felt that way is because of how I defined “selling.” To me, selling was pushing a product on somebody that didn’t want it. It was starting a conversation that another person did not want to have or did not find useful. It was pressuring somebody into something just to extract money from them. I guess this was my definition because – in various situations in my personal life – this had happened to me. I was thinking of the worst of those personal situations and putting them in a box marked “SELLING.”

But to have a deeper relationship with someone, you need to grow the relationship. You need to seek out the needs that are under the surface and better understand the issues that impact them, and you have to offer support. You have to be willing to go a little further in your understanding of the other person and their issues, needs, and goals so that you can go a little further in helping them as a friend.

If you want a Customer for Life, you have to take that extra step as well. You have to be inquisitive enough to ask deeper questions about the real issues they face and the real goals they’d like to attain. And you’ve got to be willing to not only identify resources that you can offer them to address those issues and those goals, but you’ve got to take the next step and be willing enough to suggest those resources to them.

This is how I got over my aversion to selling. I view it as an opportunity to help somebody through something that my organization can provide. It’s not identifying a product that we have and figuring out who to push it to. It’s taking a deeper interest in what my client is dealing with or trying to achieve, and trying to help them achieve it. Sometimes that aid is in suggesting other resources or giving informal advice, and sometimes it is suggesting that they tap into some of our CSS resources.

To have a Customer for Life, realize you need to be willing to deepen the relationship by asking those more difficult questions and being willing to suggest solutions to the client.

To keep a customer for life, redefine “selling,” and then sell to serve your customers better.

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Look Up, or Look Out! – 2/19/19

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The clerk called out “next in line!”, and Frannie went to the counter. “Can I have your name?,” the employee asked, but she stared at her computer screen while asking. Frannie stated her name, the time of her appointment, and noted the reason for the appointment.

Staring at the screen, the clerk confirmed the insurance was still valid and the address was still the same. After Frannie confirmed, the representative, still staring at the computer screen said “feel free to have a seat over there in the lobby.” So, Frannie went over to the lobby, and she sat down.

This is similar to interactions that happen millions of times every day at American businesses, and this is emblematic of interactions that happen millions of times every day which are NOT GOOD.

The only semblance of eye contact was when the clerk looked toward the line 20 feet away and yelled “next in line!” The clerk was dutifully doing her job, entering or confirming the right data. She got the facts right, she completed the transaction, and she told the customer where to go!

Frannie, meanwhile, was a proverbial cog in the assembly line. She was moved from place to place to place with all the warmth and attention and appreciation that one would expect from a conveyor belt.

After Frannie sat in the waiting area, she looked around and noticed that there were 4 different waiting areas with small signs to signify waiting areas A, B, C, and D. She assumed she was in the right area, but it was unclear to her. She was a tiny bit confused and a little bit irritated at the lack of anything positive. The longer she waited – 5, 10, 15 minutes past her appointment time – the more irritated she got. She also wondered if she was in the right waiting area. She saw patient after patient who checked in after her get called ahead of her.

She was getting hot, frustrated, and her question about the delay was turning into a complaint about the experience. Before her emotions got the better of her, her name was called.

The whole time, Frannie kept thinking that if the clerk had only looked up during the conversation, made eye contact a few times, smiled, and been more clear about the potential wait time and about the location of the waiting room, expectations that Frannie had would’ve been more reasonable; her perception of the experience would have been much more positive.

When you’re face-to-face with the customer, no matter how important that computer screen is or that paperwork may be, look up, or look out!

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A Representative Success! – 12/11/18

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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 customers so well that when she sees their phone number pop up as they call her, she immediately knows who it is that’s calling. She immediately recalls: Jane is a cat person; Bob’s been having a hard time lately. She then starts the conversations by asking about their kids or their family or their work or their pets.

She thinks of these nuggets and utilizes them for those she cares about – her customers.

There are thousands of individual products and hundreds of pieces of equipment and parts that her company sells and services. But she is exceptionally knowledgeable about the details such that she not only knows what the product is, but she also knows which clients might be interested in which products based on which promotions.

She is fortunate to be in a company where the culture is more about relationship-building and development than it is about quick handle times on the call. That positive cultural focus enables her to be patient with the customers in-the-moment as well as to think long-term about how she handles the call today and the impact that will have on her relationship and sales moving into the future.

She communicates frequently and freely with her regional sales managers, and they have a clear understanding of when and why one would communicate with a particular client versus the other.

The skills and attributes of this individual are the skills and attributes of somebody who truly cares about her customers and cares about her job as well. These are attributes that focus on long-term thinking, and the result is long-term success.

Learn from this representative’s best practices!

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