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Confirm the Customer is Cleared for Takeoff - 11/18/25


An airplane pilot is told when they’re “cleared for takeoff” before they begin to accelerate down the runway.  The air traffic controller (ATC) has looked at everything in front of the pilot, on the runway and in the air space, and checked to ensure the pilot is good to Read more

Build Relationships with First-timers - 11/11/25


We’ve worked with one of our sports clients for over 10 years, and although the main focus of our work is research with their fan base, we also provide informal consulting advice and guidance whenever possible.  One approach we’ve talked about on and off for years is the need Read more

Last Impression Faux Pas - 11/4/25


Rightfully so, many customer service experts harp on the importance of the first impression.  It happens quickly, and it can impact the individual’s perception of you and the organization.  We even wrote a Tip of the Week on this years ago called First Impression Faux Pas. What many people tend Read more

Familying with Customers - 10/28/25


In our transactional society, it’s hard to think about customers in the long-term.  But if we want to be as successful as we can as an individual or as a business, we need to view customers through a relationship lens. What do we need to know about them to Read more

Avoid These Techniques - 10/21/25


We had a Customer Service Tip of the Week recently that addressed gaining control of the conversation.  One of the key points was that the focus should be on gaining control of conversations in various circumstances, but trying to avoid making it your goal to gain control of the Read more

View Quality through the Customer’s Eyes - 10/14/25


Geri had been dealing with backups in the downstairs plumbing system of her house on and off for the past year.  The most recent company that she called in to unclog the pipes stated that they could send a camera down the pipes and tell her exactly where the Read more

Be Supportive, Not Defensive - 10/7/25


[An employee on the phone with a customer…] Who told you that you didn’t have to submit that form? … Bob?  Oh brother!  You see Bob is our “special” co-worker.  He seems to always tell customers the wrong thing to do, and we’re having to clean up after him.  Read more

Some Customers LOVE Predictability - 9/30/25


I was facilitating focus groups of businesses that utilize local government services.  The phrase that popped up multiple times was “Time Is Money!”  What these municipal customers were conveying was that their time was valuable, and delays were wasting their time.  But the conversations were not just about how Read more

Find Your Special Sauce - 9/23/25


When I watch a football game and I see a great quarterback (somebody who may be considered a “Star”), he might be an excellent runner, have a big arm, be able to diagnose the defense and get his team into the right play.  But he’s likely not great at Read more

Gain Control of the Conversation - 9/16/25


The customer’s angry or upset or they have a complaint.  They’re very chatty or very wordy or they just want to talk to somebody.  You’re on a time crunch, and the customer obviously is not. There are times when you need to gain control of the conversation.  It’s important for Read more

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Avoid the 1-offs – 6/20/17

Posted on June 20, 2017 in Customer Service Tip of the Week Please leave a comment


How do customers get unrealistic expectations? Sometimes they just dream up an expectation because they don’t know any better. Maybe they’ve never worked with your type of service before. Maybe they saw an advertisement that was big on promises and short on delivery details. Maybe they got their expectations from their experience with a competitor.

Most of these sources of unrealistic expectations are not controllable. But there is one source that is controllable – the 1-off.

A 1-off is simply an experience they had with you or a member of your company that was a “1 time only exception to the rule.” They got special treatment that they – frankly – should not have gotten. Now they expect that treatment every time. Their expectation is now unrealistic, so in the future they will ask you or your co-worker for something you can’t deliver.

“They did this in an hour for me last time. The rep did this for me last time. Bob said I didn’t have to complete that paperwork last time. Bonnie waived that policy last time. It didn’t cost me anything last time.”

While these 1-offs are great for defusing (or outright avoiding) a conversation with an irate customer, the long-term effect is setting yourself or co-worker up for failure in a future discussion with that same customer – or the 5 friends they bragged to about their special treatment.

Believe me – I’m not saying to NOT treat customers special (my apologies to those of you who hate double-negatives). I think we need to treat all customers as unique and special. What I am saying is treat them special with your attitude, your effort, your creativity, your focus, and your willingness to go above and beyond.

Just don’t let the special treatment mean that you’re creating an unrealistic expectation of what your co-worker is allowed to do the next time that customer contacts your business.

Avoid the 1-offs.

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Take a Starring Role – 6/13/17

Posted on June 13, 2017 in Customer Service Tip of the Week Please leave a comment


Oftentimes during Service Excellence training, I will ask participants to identify companies known for great customer service. People often bring up Chick-fil-A, Disney, and some high-end Retail Stores. We’ll occasionally get QuikTrip mentioned or an organization like Amazon.

Then the question is asked: What about the experience makes you consider that organization to have great customer service?

I ask this question because I want participants to use their own personal life experiences to paint a picture of a great experience for their customers. Once attendees can envision what a great experience looks like from the customer’s perspective, it’s easier for them to understand what the experience needs to look like in their own company.

Essentially, I want them to picture those actions like they’re watching a movie – then envision that the great experience is happening in their own organization. Next, I want the participants to picture themselves playing a starring role in that movie.

Based on a recent client brainstorming session, these are examples of actions and attitudes of employees in companies that provide great customer service:

  • Staff engage customers
  • Staff share their name, ask the customer’s name, and personalize the conversation
  • Staff act like they’re happy to see the customer (it’s a great 1st impression)
  • Staff smile and use a positive tone of voice
  • Staff have a mindset of treating customers as “Guests”
  • Staff understand processes
  • Staff are empowered to take action on behalf of the customer
  • Staff go the extra mile for the customer
  • Customers are treated like they’re #1
  • Answers are quick, helpful, professional, and responsive
  • There is a plan for how to solve problems
  • Issues are resolved – quickly
  • Customers feel heard
  • Staff take pride in the workplace – even simply by keeping the area clean
  • Common sense is more important than policy
  • Before closing, staff make sure they addressed all the customer’s needs
  • When thanked by the customer, staff say “My pleasure,” and mean it.

 
These are just some of the actions and attitudes that employees can adopt to deliver a great experience.

Use these tips, and imagine yourself being the star of a movie about your organization and the great service it provides.

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Flip the Script – 6/6/17

Posted on June 6, 2017 in Customer Service Tip of the Week Please leave a comment


Patti had had enough. Her cable was out, so she called the cable company, and after holding for close to 20 minutes, she got a call center representative on the phone.

After sharing the problem with the employee, Patti was told that the cause of the issue was in the home. She was told several different steps to take to reboot, reconfigure, or reset her system. Nothing worked.

Unbeknownst to Patti, at the same time, roughly 20 neighbors were also interacting with the cable company, dealing with the exact same issue, and the solutions weren’t working for any of them.

It’s probably apparent to you now what was happening. The 20+ customers couldn’t fix the issues in their homes because the issue wasn’t in their homes. The issue was cable-related outside the homes. Initially, the cable company didn’t know it, so – initially – they wasted their time and the time of the customers in trying to have the customers resolve the unresolvable issue.

Sometimes to see what should be done, we have to look at an example of what should not have been done.

Let’s flip this script.

What if the cable was never down? Or if it was down, what if the company would have sent a notification to customers sharing the concern and the action they were taking to investigate – with a time set for the next communication?

What if Patti called, but the wait was less than one minute, and the employee greeted with a name and an immediate understanding of the issue based on the phone number calling? The employee knew about the communication the company had sent, was empathetic, patient, and apologetic. What if the employee explained the process of researching the issue, provided typical resolution timelines (or at least reasonable expectations), and promised a follow-up e-mail at the customer’s request?

One interesting and easy way to envision great customer service is to first envision or discuss a horrible experience. Break down what went wrong, and then build up an example experience that would illustrate what it would have looked like had everything gone right.

To get better, flip the script.

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