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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

WOW with a UFU – 6/21/16 TOW

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


The doctor personally called the little girl’s mom two days after the successful procedure, just to check-in on how her daughter was doing.

The server manning the Take Out station at the restaurant knew the customer made it a point to state she wanted a burger cooked medium well (little-to-no red in the middle). She called the customer about 30 minutes after the customer left the restaurant to confirm the burger was cooked appropriately.

The account representative called the season ticket holder during the summer. The fan was getting older and had been struggling with walking and might need knee surgery. The employee wanted to see how the customer was doing.

Not to be confused with UFOs, these are UFUs – Unexpected Follow-ups. They occur after the procedure, after the transaction, after the season. There’s no transaction to make – it was already made. There’s no sale to make – it was already made. There’s no issue to resolve – there’s no problem to address.

The follow-up was unexpected. The follow-up was a WOW!

To WOW your customer, you don’t always have to go “above and beyond” or give them some item of great value.

Instead, show that you value them. Contact them to ask about…them. Convey you care. Share information that they mentioned once to you, but your memory of it makes them remember you for the next thousand days.

Get away from a pure focus on the transactions. Consider the relationships. Consider the long-term. Consider reaching out to one person today that you saw a few yesterdays ago.

Contact them to ask them about…them.

WOW with a UFU.

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Plant the Seed of Customer Service Success – 6/7/16 TOW

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


After many stories over the years of poor customer service in a big box home improvement store, here’s a positive story – it’s a story about how ideas sometimes are better than answers.

If you’ve ever been a novice gardener (which I am) somehow heading up a community garden (which I am) and seeing plants having their tops eaten off about 3 feet above ground (which is happening), you know the pain I’m feeling. The entire community garden is fenced in, so there’s only one way in – OVER the fence.

Yes, deer are jumping over our 7-foot fence like it was a 6” curb, and they’re having some glorious meals! Since I’m not any kind of expert gardener nor an expert in all things deer, I Googled my heart out only to find some less-than-appealing solutions often having to do with other animals or Irish Spring soap.

The most logical suggestion is to raise the fence.

So I went to a local big box home improvement store and wandered around somewhat aimlessly when – shock of shocks – an employee walked up to me and asked if he could help.

“I’m not even sure what I’m looking for,” I replied, “but here’s my issue.” I explained the issue and told him about my thought of how to raise the 22 posts around the garden by 3 feet using a particular type of tapered metal spike.

If he were to answer my question about whether they had such a spike, the answer would have been “No.”

Instead, he offered multiple ideas, multiple options – all were ways to raise the height with different types of materials, different ways to secure this additional 3-feet of fence to the posts. He didn’t answer a question about the spike – he offered a multitude of sound ideas to address the problem.

This is the 20th century, and many people can get an answer from the internet, so when they go to you for service – to help with a need or issue – they often need something more than an answer. They want creative ideas that lead to options and ultimately – a cost-effective quality solution.

When faced with a customer’s question, assess the question to understand the “why” of it. What they may really be seeking is your idea, your creativity, your solution. These are the times when your “No” won’t help them, but your consultative support will.

Know when a customer wants an idea, not just an answer.

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It’s the Customer…Run!! – 5/17/16 TOW

Posted on in Customer Service Tip of the Week 1 Comment


It was a simple question with a simple answer – all part of a simple story.

With a letter to mail, Michael went to the front desk at his office and asked “Has the postman come yet?” Sandy, the receptionist, replied “Yes, you just missed him – I’m sorry.” Michael said “That’s okay, I’ll just go downstairs and put it in the blue mailbox since they pick that up at 3:00 p.m.”

Then Sandy said “No – wait.” She took the letter, smiled, and ran to the elevator; she pressed the button, and the elevator doors immediately opened. She smiled at the postman holding the mail bin, dropped the letter in the bin, and ran back to the reception desk.

Yes, the employee actually ran to help the customer. Simple story, but WOW!

The only problem is that this simple service excellence doesn’t happen every day in today’s business world.

In today’s world, the receptionist lets the customer go mail their own letter downstairs.

In today’s world, the employee might go as far as to tell the customer to run to the elevator and push the button so that he might catch the postman.

In today’s world, the employee doesn’t make the effort – let alone RUN – to try to catch the elevator. In today’s world, the employee doesn’t smile at the postman or run back to her desk.

She ran. She smiled. She took initiative. She ran back.

How many times do we see employees try to avoid us at the big box home improvement store, or if they’re running, they’re running AWAY from us?!

Take the initiative. Take the burden off the customer’s shoulders. Show urgency on the customer’s behalf.

Run – sometimes literally run – for the customer.

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