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2024 Holiday Poem - 12/24/24


I sometimes hear it said That things have never been like this before. That challenges are unique, That stresses seem like more.   I sometimes hear it said That we're asked to do much more with less. That workloads are increasing, And we're resource-constrained at best.   And others often say That things are really very good. That they enjoy those Read more

Is Their Poor Planning Your Emergency? - 12/17/24


Have you ever heard the saying:  Your poor planning is not my emergency. I’ve heard it said often – not necessarily directly from one person to another.  More typical is that I hear it from the person having to drop everything and do something immediately because someone else didn’t think Read more

Empathy Examples for Everyday Situations - 12/10/24


I’ve often said that empathy is the single most important characteristic of people who are great at customer service.  If empathy is essentially “to understand the other person,” it helps so much to have that ability in order to specifically help someone.  To talk to what’s unique about them.  Read more

Tell Them Why You’re Giving Thanks - 12/3/24


Thank you! Merci! Danke! Doumo! Gracias! It seems like every language has a translation of Thank You.  Even though I only fluently speak English and speak Spanish, un poco, I – and probably most of you – have heard some or all of the translations of "Thank You” noted above.  Read more

Refine Your Decision-making Process - 11/26/24


Every day, you make decisions of what to do and what not to do.  And in the world of customer service, often the affected parties are our customers, our co-workers, and our company.  Here are a few quotes to consider when you’re thinking about evaluating and refining your decision-making Read more

Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

From a Simple Question to an Exceptional Experience - 11/5/24


Phyllis loves her job.  It’s not just because she loves being a customer service representative, not just because she really likes her co-workers, and not just because she enjoys her company.  It’s because she really appreciates her customers, as well. A customer had ordered a register book off the company Read more

Fix One Problem without Creating Another - 10/29/24


If you’ve ever had an issue with your dishwasher, this will sound familiar.  I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue.  Maybe it’s because of the mix of water and technology, but for whatever reason, these never Read more

Delight Your Customers - 10/22/24


Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way Read more

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What’s Your Part? – 11/29/16

Posted on November 29, 2016 in Customer Service Tip of the Week Please leave a comment


Better cultures lead to better service. There have been many studies and corporate examples over the years that convey a clear message. If you want to deliver a high level of customer service, you need a culture of great customer service.

You need a culture of respect – one of courtesy and follow-through. You need a culture where responsiveness to others is valued. You need a culture where the tools of hiring and training and rewarding and accountability all have a component of service to them.

To deliver great service, the culture needs to be one of service.

So what’s your part?

Without being melodramatic, your part is your heart. If your heart is not engaged in what the company is all about, you’re going to have a difficult time delivering the kind of service they want delivered. If your values don’t align with the organization’s values, or if what you see as important in how people should treat others is not seen as important in the organization, it will be difficult for you to play your part.

To play your part, think about and clearly understand what you value in life. Make sure it aligns to your organization’s values. Think about how much respect and responsiveness, how much courtesy and follow-through, how much helping the other person – being selfless – are important to you.

If you truly understand what’s important to you, and the company is aligned with those values, then pour your heart into the organization’s culture. Get engaged with the corporate initiatives that enable you to live your personal values in your workplace. Be one of the reasons why your organization’s culture is great.

Do your part with your heart.

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Give Thanks Freely and Frequently – 11/22/16

Posted on November 22, 2016 in Customer Service Tip of the Week Please leave a comment


Thank you for being a Tip Subscriber! For the past 17+ years, we’ve provided over 850 Customer Service Tips of the Week, and you’ve shared them with co-workers and others. With this being Thanksgiving Week in the U.S., it’s appropriate to thank you – my Tip “customers.”

And isn’t it almost always an appropriate time to thank your customers? Think on this simple question: When is it appropriate to convey your appreciation for the other person – for their business, their loyalty, their good attitude, their interest, their referral, and their compliments to us when we do something good?

With co-workers, when is it appropriate to convey that you value the other person – for their support on issues, for picking up the slack for you, for making your life easier by keeping your customer happy, and for bringing positivity into the workplace?

It’s important to thank in almost every interaction and on each day because it’s the right thing to do. But it’s important to thank because of what it does for the other person, too.

It fills them up with good about themselves. It encourages them to view you as a source of appreciation and positivity. It helps them to feel valued. It makes them want to do more good, to take more of the right kind of action for you and for others.

Don’t underestimate the power of Thanks. Give it freely and frequently, and you’ll see it returned to you.

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Don’t Carry the Baggage – 11/15/16

Posted on November 15, 2016 in Customer Service Tip of the Week Please leave a comment


It’s so easy to react in a certain way, and it’s so natural.

There’s a customer coming toward you – oh no, not THAT customer! Complain, complain, complain.

Fred – your co-worker from Sales – wants to meet with you – ugh. That will take 3 hours, you’ll get in 2 words, and you’ll have 17 To Do’s afterward – without a Thank You!

These are our feelings when we see certain people or know we’re going to encounter them. This is how we react when we see that name come up on caller ID. These are our thoughts when we think we know what is about to happen.

This is our baggage. These are our preconceived negative notions that we take into conversations because we’ve had bad experiences in the past or have heard negative things about an individual.

The problem with carrying this baggage with us into these interactions is that it can cause us to carry a negative attitude – seeking that which bugs us and focusing on what might go wrong. It can become a self-fulfilling prophecy.

You have a good chance of having the interaction you expect. So expect the conversation will go well. Expect success.

Sure, you only have control over half the conversation – what you say and how well you listen. You have no control over what they say or how well they listen – but control your half with good intention. Control your half with openness. Control your half with a positive attitude. Control your half with professionalism. Control your half with a vision of success.

I know that certain people you have to deal with at work elicit negative reactions. But don’t let that initial reaction taint your approach in your response.

Don’t Carry the Baggage.

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