wow moment

Should you tell the customer? The Company’s Dilemma - 4/23/19


I have a lot of clients that struggle with this question, both at a company/strategic level as well as an individual representative level. When there is an issue that is going to happen, should you tell the customer? This week we’re going to address the question at the Read more

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


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 Read more

Use the Actions of Empathy - 4/9/19


I firmly believe that the most important personal trait of someone in customer service is empathy. If empathy is understanding the other person, then it’s very difficult to truly serve someone that you don’t understand. Particularly when they’re upset or irate, being empathetic and getting them to Read more

Customer for Life – The Third Step - 4/2/19


Two weeks ago, we addressed the Second Step of keeping a Customer for Life: Never let a relationship go stale – keep the communication going. Now, we’re sharing the Third Step. To have a customer for life, you have to address what will keep them. Read more

Facial Recognition is the Future of Customer Service - 3/26/19


According to a recent New York Times article, facial recognition is the future of retail customer service. A trend in technology for retail businesses is to utilize facial recognition technology in order to better know who is entering your business. The idea is that if somebody within Read more

Customer for Life – The Second Step - 3/19/19


Two weeks ago, we shared a Customer Service Tip on how to get (and keep!) a Customer for Life. We addressed the First Step, Knowing what you need to know about the other person. Now, we’re sharing the Second Step. To develop a relationship with anyone, there has to Read more

Employee Runs for a Dog Run - 3/12/19


I was never a Boy Scout. I mean in the literal sense, but also somewhat in the figurative sense, but I digress. After years of telling myself that I needed something to help my dog get exercise outside without worrying about him trying to dig under a fence and Read more

Customer for Life – The First Step - 3/5/19


This should be the goal, right? That our clients today will be our clients tomorrow and well into the future. That their loyalty grows, their business with us grows, their referrals grow, and it is all part of a relationship that grows and develops over time. But what’s the Read more

Retrain Your Brain - 2/26/19


Admit it. You thought about it. You thought: Why in the world did the customer try to assemble that before reading the instructions? Why would they drive all the way down here instead of just checking the website? Why would they go through the drive-thru when they can deposit using Read more

Look Up, or Look Out! - 2/19/19


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, Read more

Of Panthers, Bratwurst, and a Greater Purpose – 10/14/14 TOW

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


I’m fortunate to be a season ticket holder of the Carolina Panthers NFL football team. At most games, I grab something to eat in the concourse before I go up to my seat, and the dynamics of the interactions with the staff at the food booths are usually VERY positive. Let me paint a picture…

First, I let my stomach guide me to the right booth (Will it be nachos, a burger, or bratwurst? Decisions, decisions…). Once I select the location – which typically has about 4-5 windows and lines of fans waiting to order, I choose the line, and begin slowly moving toward the front, taking baby steps after each customer is served – nothing special about the experience at this point.

But then it happens – a true customer service 21st century miracle! Are you ready? I get great customer service from (Are you REALLY ready?) people who are paid…NOTHING!

At almost every booth at every game, the booths are manned by volunteers. You can tell by their hats that they’re supporting a local high school marching band or a dance academy or some other organization. The “employees” are volunteers, but the organization gets a piece of the sales revenue.

When you encounter these volunteers, they ask you what you’d like, and they lean in to make sure they heard it correctly. These cashiers relay it to the co-workers to ensure they get the order passed on; the cashiers are always smiling, confirming your order. They’re joking with co-workers. There’s positivity EVERYWHERE!

They like their co-workers and care deeply about getting things right. “Now you wanted chili, is that right, sir?” or “Would you like extra jalapenos – no charge?” or “Was that a diet or regular?” or “Thanks much for coming! The condiments are in that silver station behind you. Enjoy the game!”

You might read this and ask “What’s impressive about this experience?”

These are people working for hours and hours in a tough industry – food services. They are not well-trained, they are on their feet for 4-5 hours at a time, and they’re dealing with sports fans – many of which are getting increasingly intoxicated as the game progresses.

Yet, the volunteers are positive. They convey appreciation. They work as a team with their co-workers. They listen, they confirm, then they get the order right…all without personally earning a dime.

So why are they so good? Because they know the greater purpose in what they do – supporting their kids and the activities their kids love. They know the benefits of their work and who benefits. They and their co-workers have the same goal. They WANT to do a good job for you…and for their kids.

To create a great customer experience, learn from these food service volunteers. Find the greater purpose in what you do.

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Flash like in Football – 8/12/14 TOW

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There are certain phrases that come up time-to-time in the world of customer service that become ubiquitous like “Customer Delight” or “WOW Experience” or “Moment of Truth.”

One phrase that’s being used a lot in the world of professional football (the American kind not the World Cup “futbol” kind) is “Flash.” Coaches noted that a player Flashed in practice. In pre-season games, they want to see some rookies “Flash.”

Flash means – essentially – catch your eye. They do something so special, so spectacular, so unexpectedly good that you can’t help but notice.

To Flash means that you have gone above and beyond what’s normally expected. You might make a catch, but it’s done with one hand at the sideline. You make a tackle, but the runner doesn’t just go down; you tackle the runner, and he gets knocked backward. You don’t just sack the quarterback, but you quickly get by two defenders and make the quarterback fumble.

This kind of Flash is exceptional. So how can you Flash in customer service? How can you go above and beyond what’s normally expected? Even when the football players Flash, they are still just making a tackle or a catch, just like you are just talking to a customer or responding to a request or addressing a complaint or providing information.

So how can you talk, respond, address, or provide in a way “so special, so spectacular, so unexpectedly good that others can’t help but notice?” Here are some tips:

  • Think “Speed” – Don’t put items on the “To Do” list; just do them.
  • Think “Proactive” – When you learn something, don’t stop there; ask yourself “Who would also benefit from knowing this information?” Then share it with them.
  • Think “Energy” – Don’t just answer a question, but convey through your voice and body language that you’re enthused about helping others.

To show you’re great at customer service, Flash.

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From a School Office to Your Business – 6/17/14 TOW

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Theresa has worked in the elementary school office for years, and she loves it. It’s not just that she loves her job; the people she works with, the parents, and the children love her, too. Why? It’s because of the little things – not that a little thing like leaving her chair and walking to the counter to greet a parent is a reason to love somebody. Not that a little thing like kneeling down to get on a child’s level to talk is a reason to love somebody. Not even a little thing like packets she puts together in anticipation of conversations that relate to common needs (such as information for a prospective parent, student placement paperwork, student/parent handbooks for new families) is a reason to love somebody.

It’s not any one “little thing.” It’s the sum total of the little things that she ALWAYS does. It’s the consistency of the approach, the attitude, the welcome, the smile. It’s the all-the-time sense of caring she projects and the pure focus on “you” that she imparts.

Theresa is a real person. These are real stories. And although these are all little things, in society today, it doesn’t always require a home run moment to create a WOW! When you are interacting with recurring customers, it’s often your consistent excellence that creates a WOW! It’s your consistent sense of caring, your continuous willingness to learn, your ongoing responsiveness, and your striving to fix issues quickly that makes that incredible impression.

If you’re looking to WOW your customers, particularly those that are recurring business for your organization, here’s a thought. Stop trying to hit the home run. Find out what you’re good at, what you care about that can benefit the customer, and just become more and more and more consistent about the excellence in service you provide.

Create consistent excellence to create the WOW!