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Be Amazing - 4/23/24


Watching Michael Jordan steal a pass and then dunk a basketball is amazing.  Taking a rocket to the moon is amazing.  The taste of my mom’s homemade beef soup is amazing. We all have our personal examples of what is amazing.  Usually, it’s something that we cannot comprehend, that we Read more

Talk About Yourself to Build Customer Confidence - 4/16/24


When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help Read more

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

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I Assume She is Not Like Me – 3/4/14 TOW

Posted on March 4, 2014 in Customer Service Tip of the Week Please leave a comment


She left me a voice mail, and I prefer to respond via e-mail. She talks really fast, and I prefer a more casual speed. What she wants most is to be heard, and what I want most is to have my problem fixed. She wants to be walked through a process by an employee, and I want the self-service option.

She is the customer. I am the employee. We could not be more different.

But what if I prefer voice mail, I talk fast, I want to be heard, and I want that 1-on-1 employee support? Then we’re the same, correct?

The point is not in the determination of whether we’re the same or different. The point is that we can’t make assumptions that we and the customers are the same.

How I prefer to be communicated with, how I prefer a situation be handled, how I prefer to get a need met may be the same as 70% of my customers, but what about the other 30%? If I believe that they are like me, I could deliver some pretty lousy service to those 30%.

This is when we talk about the importance on not assuming the customer is just like us. This is when trying to convey empathy is so important. Because customers want their need or issue addressed, but many also want it addressed in a certain manner, and if we don’t take the initiative to identify not only what they want but how they want it received or handled, we could have a dissatisfied customer.

Don’t just describe what you’ll do for the customer, but confirm that will work. Don’t just assume how you’ll communicate with them, but ask their preference. Don’t just overlook the particulars of their situation, ask them for the details.

To deliver great customer service, we have to avoid the assumption they are like us and – instead – confirm the reality. Assume they’re different; that focus will force you to ask them about themselves, their needs, their issues, and their preferences. It will put you in a learning mindset, and it will make you better at serving them in the best manner possible.

Assume the customer is different from you.


Add a Hint of Salt and a Pinch of WOW – 2/25/14 TOW

Posted on February 25, 2014 in Customer Service Tip of the Week Please leave a comment


The restaurant always did something a little special. It was the free dessert, the personalized menu, the visit from the manager, an appetizer that was compliments of the chef, or the upgrade to a nicer table.

Every time it was a WOW to the customer. We define a “WOW” moment as an “Unexpected Positive Event.” And while these WOWs may be obvious for a restaurant, many of us don’t work in restaurants. We work at events, at colleges, at hospitals, and at banks. We work in government, in manufacturing, in clinics, and in sports.

Does this mean the WOW’s not possible? No, it just means that the WOW sometimes isn’t a financial expenditure, but it’s still possible. Zappos strives to give each customer a WOW moment. Surely they don’t spend $10 per customer to WOW them.

So what UPE can you create for your customer that costs virtually nothing? Put your twist on some of these ideas:

  • Stand up when they approach your desk (this RARELY happens nowadays).
  • Convey sincere excitement when they walk in the door (how happy do the people at the vet seem when you bring in your kitten for an exam?).
  • Come out of your office to greet the customer (it makes them feel important)
  • Respond to voice mails and e-mail messages as soon as they’re received, particularly if there’s an issue (speed is vital in Service Recovery).
  • Provide them some “educational” information that enables them to have a better experience in working with your organization (it’s not just about reacting to their need; it’s also about being proactive and helpful).
  • Call somebody by name throughout the discussion (it makes them feel that they matter to you).
  • Sincerely thank them for their business – noting that you really appreciate their being your customer (be patient in the close).
  • Send them a handwritten “Thank You” note after the encounter (another RARE activity nowadays).
  • Call them after an appointment to check-in, gauge their experience, or ask if they’re enjoying the use of the product (WOW with the follow-up).

Think of the little things that are UNEXPECTED but so good that they make the customer remember you positively.

Think of something that brands your encounter as a “WOW!”


Develop an “Always Culture” – 2/18/14 TOW

Posted on February 18, 2014 in Customer Service Tip of the Week 1 Comment


Many of our healthcare clients are adopting the concept of creating an “Always Culture.” This movement is often in response to a change in Federal Government reimbursement to hospitals that is based in part on the results of patient satisfaction surveys. Those surveys are structured to have patients evaluate whether staff, nurses, and physicians “Always” do certain activities (as opposed to “Usually, Sometimes, or Never”). To maximize reimbursement, the healthcare organization wants a high percentage of their patients answering “Always.”

Now the concept of the “Always Culture” has been around for years, in and out of healthcare. The way we’ve described it is that you don’t want customer service to be a light switch (where you turn it on with clients and turn it off with co-workers); instead, it needs to be an all-the-time thing.

But regardless of what industries use the phrase, it’s still a meaningful concept.

The idea of “Always” implies that we’re CONSISTENT (hopefully Consistent Excellent) across departments, shifts, product lines, and people. That consistency requires that the organization hires those individuals with the propensity to be customer service-oriented, sets expectations of what is a great customer experience, trains ALL staff on the key principles and techniques, monitors performance in ALL areas, and rewards not only the “WOW” but also the Consistent Excellence. It requires that we hold those accountable that keep us from Consistent Excellence, and that we have leaders that understand that they must model the practices they expect of others.

Organizations striving for the Always Culture must continuously communicate the expectations, the goals, and the performance – celebrating success whenever possible.

But – in the end – “Always” comes down to the individual. Is it a habit to serve, a habit to care, a habit to be inquisitive, and a habit to be empathetic? Is it a habit to be responsive, a habit to proactively communicate, a habit to quickly resolve issues, and a habit to appreciate others?

Create your own “Always Culture.” Make excellence a habit.


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