wow moment

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

An Interesting Tip about Amazing Service – 5/13/14 TOW

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


I listen to a sports talk show periodically, and the host has an interesting habit. He is always making statements such as “It’s really interesting that…” or “What’s amazing is that…” He will then follow-up that statement with an observation or conclusion that he wants you to find interesting, too – so you’ll keep listening.

Sometimes the conclusions aren’t the most interesting such as ‘What’s really amazing is that. . .when I watch the paint dry. . .it actually. . .dries!” Wow?

But there are three extremely useful tips that we can learn from this radio personality. First, the words you use matter – often tremendously. Our goal in customer service includes imparting a feeling to the customer or co-worker that we care for them, that they are valued, and that they are important. And our words impact their perception of whether we care.

Think about a situation where you’re a banker listening to a customer describe their need: “I am looking for a way to open my own jewelry making business using repurposed items like old necklaces, broken bracelets, etc. But I need some capital to acquire tools and develop a website.”

You could respond “We offer loans,” or you could respond “Wow! That’s a really interesting concept; what a great idea to use old jewelry to make attractive, new items to sell! And we definitely have funded many creative companies like yours.”

In both cases you might provide the loan, but which response will more quickly establish a rapport and increase the likelihood of the customer wanting to go with your bank?

What about the patient in the physician’s practice that notices a spill that nobody cleaned up? You could respond “We’ll take care of that,” or you could respond “Thanks so much for bringing that to my attention. That helps a lot – we don’t want anyone stepping in it or slipping. I REALLY appreciate it.”

Which response better conveys how much you value them and what they’ve done?

Second, avoid a tone that wreaks of sarcasm or indifference – offer a sense of sincerity with your tone. And third, avoid the hyperbolic statement such as: “Thank goodness you told me about the spill! Someone could have died! You just saved a life!”

Remember that the sincere interjection of some key words (interesting, amazing, appreciate, thank, sharing, etc.) helps the other person to feel valued, important, and appreciated.

Convey interest with a few amazing words.


The Great Manager I Never Met – 4/15/14 TOW

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


I was fortunate to have been asked to speak at a finance association conference this past month on the topic of “Customer Service in the Tax Office.” I know that’s not the most exciting title, but it was a fun group!

I stayed at the hotel where the conference was held and had several interactions with the hotel staff while there:

  • I talked with two staff at the front desk during my stay; they each greeted me as I entered the lobby on two separate occasions, addressed my needs, proactively shared where the events were taking place in the hotel as I was checking in, engaged me in some pleasant chit-chat about the weather, etc. It was simple, pleasant, proactive, and done in personable way.
  • Since I arrived late in the day, I decided to order room service, and the room service person on the phone was upbeat, made recommendations to me in a confident manner in response to my questions, confirmed my order, and told me by when the meal would be delivered.
  • The room service delivery person delivered the meal a little early. He was professional in dress/demeanor, pleasant to chat with, patient with me, and closed positively.
  • As I entered the elevator from my floor to check-out, a housekeeper exited the elevator. She smiled, placed her hand on the side of the door to keep it open, and asked me to what floor I was going. She then pressed the button for me, smiled, thanked me, and moved on.

There was no individual “WOW” moment, but the high performing consistency made it a collective WOW experience!

Now, I never met the hotel manager; I’m not sure I ever even spoke with a supervisor-level individual. But I can tell they have a great manager. In the Moments of Truth with these five employees, every interaction was positive, was pleasant, was professional. Every interaction had a little that went beyond the basic expectations.

You don’t get that purely by being lucky. You develop efficient processes. You hire the right people, train them well, don’t overly script them, and motivate them to keep them happy and pleasant.

Sometimes you can identify great managers without ever seeing them.


A Flurry of Best Practices – 4/8/14 TOW

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


In less than ten minutes, I saw a flurry of customer service best practices. They were all performed by someone named Linda, and here’s what happened…

I was at the Miami airport for the first time in years, not remembering much about how to get to ground transportation, let alone how to find the shuttle service the hotel recommended.

When I located the shuttle kiosk outside the terminal, I experienced and witnessed Linda – the dispatcher – weaving some wonderful customer service.

As she was helping a man and his young son when I walked up, she engaged me with a smile and asked where I was heading. She responded “Great! I’ll help you as soon as I’m done helping this gentleman.” Linda asked the father if she could give his son a piece of candy; the dad confirmed that was fine; she gave the boy a piece of wrapped candy, the child opened the wrapper, and he quickly dropped the candy on the ground.

“Please don’t eat it,” Linda said. “I don’t want you to eat that, and I don’t want you to be sad. Here’s another one.” She gave the child a new piece and picked up the one that dropped.

As she helped me, she confirmed the details, mentioned the price, and wrote it on my receipt along with the shuttle number. She told me the driver would take care of my luggage, told me it would be a five minute wait and a 25 minute drive, and completed the scheduling. She said that I could pay the driver, and she noted how his credit card machine would look. She set every expectation, and Linda twice updated me on my shuttle’s status – even though it was only a five minute wait.

While I waited, another shuttle drove up; she asked the driver where he’d been since she hadn’t seen him in a while – she was concerned about his health. As we were waiting, she engaged a policeman riding a Segway for chit-chat and did the same with a nearby Taxi dispatcher. She also had time to toss some bread on the ground for some small birds, and when she caught me watching her feed them, she smiled with a sheepish grin.

I was around her a total of 8-10 minutes, and in that short time it was clear that Linda was personable, proactive, pleasant, and professional. She managed my expectations, conveyed caring for co-workers and others, took personal interest in a small child, and was productive the entire time.

Sometimes a few minutes can result in a flurry of customer service best practices.

Let’s all learn some lessons from Linda.