story

Grind it out Today for a Better Tomorrow - 8/11/20


It’s been said that You Learn Perseverance by Persevering.  You are becoming mentally tougher right now.  The pain and the difficulties and the change today are making you stronger for dealing with the uncertainties of tomorrow. We’re all having to be more flexible.  We are all facing less consistency, less Read more

Increase Research for Improved Customer Relations During COVID-19


What makes a relationship? Many actions can make or break a relationship, but all solid relationships require at least two things: Communication and Caring. And customer relationships are no different in this respect. No Communication = No Connection If we don’t have some frequency of dialogue with the customer, then we Read more

Never Before… - 8/4/20


The importance of customer service is at the forefront again in our economy.  We noticed this clearly in the early 2000s when the country’s economy struggled, and we noticed it again during the Great Recession several years later.  Today, with yet another set of unexpected and extreme economic challenges, Read more

Effectively Teach the Customer - 7/28/20


The 1985 Harris and Rosenthal research project conveyed what really improves student learning based on the interaction with the teacher.  The top two factors that teachers used to increase learning were (1) The duration of the interaction with the student and (2) The encouragement of the student.  In 3rd Read more

Meet on Equal and Even Ground - 7/21/20


“To be of most service to my brother, I must meet him on the most equal and even ground.”  Henry David Thoreau wrote this in 1841, and it applies almost 180 years later in customer service. We often talk about empathy, and empathy relates to an employee having an understanding Read more

When Customers are…Jerks - 7/14/20


Some people are a little extra…uh…difficult to deal with these days. Customers may have concerns or complaints – many of which are justified. But some customers act like…well…jerks. They’re not kind or understanding or have any idea how poorly they treat others. They’re obnoxious and yet, we still have Read more

Customers Appreciate Your Kindness - 7/7/20


The 3rd grade teacher had a phrase she used with her students. She wanted them to be “kind-hearted.” It was a phrase she used over and over again; no matter what she taught, this was an overriding emphasis on how she would communicate with students and how she expected Read more

6 Common Sense Responses to Customer Service Encounters - 6/30/20


I’ve run into this personally and professionally, and it drives me batty! Sometimes there’s a lack of common sense in the customer service provided by companies. And often that lack of common sense is due to the preference of a business to provide service in a certain method, to Read more

Caring for Co-workers through COVID - 6/23/20


A recent Buffer.com study asked employees who are working remotely due to COVID-19, what was their greatest struggle. While there were many different responses, the Top 2 totaled 40% of the struggles identified - Loneliness and Collaboration/Effective Communication. When you hear something like this - that individuals working remotely are Read more

React, Reflect, Respond - 6/16/20


Sometimes you can’t help it. You gasp. You get upset. You get angry. You have this look of shock on your face. You say something defensive. You react. I love people who are in customer service roles. These are the folks that people say things to in the business world Read more

The Bad Host – 10/24/17

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


True story: The young couple and their child walked into the restaurant and stood for a minute at the host stand. When the host arrived, she immediately and quickly said “I can’t seat you right now. I’ve got to clean a table, and you’re just going to have to wait.”

Now read that statement again out loud (if you can); read it without a smile; read it with a high tone of voice; read it very fast.

This was something I witnessed several times in various forms over 45 minutes. The employee was obviously flustered. She seemed overwhelmed, and she was letting every customer know through her interaction. No greeting; no smile; no welcoming attitude – it was blunt, fast, direct.

When she made her statement to this family, the wife politely said, “Thank you for letting us know.” She then turned around and walked out, followed by the child and husband. Two other families walked out. Lost business, hurt reputation for the restaurant, and probably a couple postings on social media followed.

Who knows what the root cause of the issue was for this employee. Maybe she was just having a bad day; a co-worker or employee could have been rude to her. She may have been short-staffed or overwhelmed with the number of guests arriving. Maybe she was just a bad fit for that role.

Regardless of the reason for the issue, she should not have taken it out on customers just walking in the restaurant, hoping to have a relaxing, tasty meal with family and friends.

Sometimes we just need to be more self-aware when things aren’t going our way. It’s fine for us to have emotions – we’re all human. But also being human we have the ability and responsibility not to take out these frustrations on others – particularly innocent customers and co-workers.

Don’t be the Bad Host – check your emotions before connecting with others.

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Appreciation Multiplies – 9/19/17

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


Aaron did a GREAT job on the project! Working in the graphics shop at the company, he would help his internal customers address many different design and production needs. But there was something a little different this time.

This time, Jackie – his customer – sent a note of appreciation to Aaron’s boss after the project was completed. The boss – Mark – replied to Jackie and noted how consistently high quality is Aaron’s work. Mark noted how patient and calm Aaron is with customers. And Mark highlighted how Aaron’s customers feel “cared for” and “confident.”

Mark said that he’d share Jackie’s kudos in their monthly department newsletter and share the feedback with his entire team at their next meeting.

Aaron didn’t do good work for Jackie to get all this appreciation, but the appreciation still came. From Jackie. From Mark. Through e-mails and newsletters and meetings. In specific descriptions and in sincere tones. Appreciation came.

But what’s more, appreciation multiplied. The Thank You’s not only came in many forms, but many people now heard what attributes are appreciated by customers and what behaviors are desired by leadership.

When you are appreciative of the efforts of others, remember that conveying appreciation is a necessary thing, a good thing. Sharing that appreciation lets the other person know what they did and how they did it was “spot on.”

And sometimes, that appreciation multiplies.

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A Dent for Dana – 5/16/17

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


There was no hot water in the house when Dana got home from work, so she walked downstairs to the basement to find a mini flood. Apparently a neighbor had put so much yard waste into a sewer drain that – after a heavy rain – water got backed up…and flowed right into Dana’s basement – yuck.

More than that, the water rose high enough to burn out the hot water heater – a wet basement and no hot water…joy.

But Dana had a good attitude about it; the water and gas utilities came out quickly to find the cause of the problem and to diagnose the issue with the water heater. In the end, the yard waste was cleared out, the water level went down, and there was no other lasting damage – except for a dead water heater.

Dana contacted two companies, and the winner was selected to install the new water heater. The installers were nice, discussed the process with Dana, and worked independently in the basement as Dana worked upstairs. When they were finished, they left. How did Dana know they left? She saw them driving away.

So she checked the water, and it was starting to warm. Then she went downstairs to look at the beautiful new water heater, and it had a big dent in the bottom. Dana’s heart sunk. “I didn’t pay for a used water heater.” “I hope it’s not damaged inside.” “I hope it’s safe, and the gas lines aren’t compromised.”

Dana frantically began googling and after about 30 minutes realized it was probably just a cosmetic issue, but she was still frustrated, upset, disappointed – you name it. She called the company, and the manager said he’d check with the installers and call Dana back.

When they called back, the manager stated that they dented it during the install, but it was just cosmetic – no internal issues. He offered a discount to Dana on any future service.

While there are a lot of issues with this true customer service story, here’s where I’m focused. This customer had just purchased something new, something to address an issue she didn’t cause with the basement flooding. Yet, through it all she had a good attitude.

Then the employees dented the water heater, didn’t tell the customer, and drove off – leaving Dana having spent hundreds of dollars to alleviate an issue only to have that resolution cause her anxiety, frustration, and upset.

Nobody’s perfect; we all make mistakes; accidents happen (Yes, I’m rolling out every excuse – uh, “explanation”). But that does not mean that accidents are irrelevant.

We need to own up to our mistakes with customers; be willing to apologize – even for the accidents. Initiate the conversation with the customer and be willing to say “I’m sorry,” even before the customer knows there’s an issue.

It’s about being proactive and professional.

Learn from the Dent in Dana’s Water Heater.

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