Joey received the compliment, but he was confused.  Paula, his boss, and Joey had their monthly one-on-one meeting, and Paula noted that, although he was new, Joey was already doing a great job!  While there were learning curves on some of the organizational policies and the technology that he was using in working with his customers, his customer service skills were excellent.

Joey appreciated the positive feedback, but he was struggling to figure out what he did that was so special.  He’s not the most outgoing person in the world, not the most gregarious or chatty or social individual.  So, he asked for some specifics from Paula.

She talked about how he’s always patient with the callers on the phone.  He always responds to the emails.  If there was a next step, he always follows up with the customer later on to make sure they were satisfied.  He always touches base with a co-worker when he handed something off just to make sure the co-worker understood things and was able to follow through.  Joey always completed his projects on time, and when he anticipated a delay, he gave his team members a heads up well in advance.

Joey thanked Paula, but then he asked: I’m not sure what is so special about that. Doesn’t everybody do those things?

Paula paused, and then she responded:  Unfortunately, no.  At least not with your consistency.  You are always being patient, always responsive, always following up, always communicating with your co-workers, always managing expectations.  So, no, everybody doesn’t do those things.  At least they don’t do them all the time.

In 2025, “Delighting” the customers or “Delivering a WOW Experience” is great, but you can be special by executing those core customer service actions consistently…by doing them ALL the time.

Become better by becoming even more consistent.

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