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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

A More Complete Definition of Responsiveness - 10/15/24


I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth - 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or Read more

Have a Game Plan to Address Their Anxiety - 10/8/24


It seems like we all get deliveries - whether it is UPS, USPS, FedEx, Amazon, the local courier, or all the above.  We order.  They deliver.  Or do they? It’s times like these, when we’re expecting that package, that item that we’re looking forward to or need urgently or are Read more

How Persistence Saved the Day - 10/1/24


Sherrie saw the customer walk into her store holding his cell phone, and Sherrie immediately knew that was William.  She had spoken to William on the phone about an hour ago, he said he would be at Sherrie’s cell phone store in less than an hour, and there he Read more

Notice the Little Changes - 9/24/24


“My, how times have changed.” Yes, times have changed.  As a matter of fact, one of the biggest reasons why an organization’s customer service deteriorates is that times have changed…customers have changed…and the company has not… If we think about customer service delivery today v. decades ago, changes in technology alone Read more

Don’t Hurry…Be Quick - 9/17/24


No, this is not a take off on the Bobby McFerrin song:  Don’t Worry Be Happy. It’s actually a take off on the John Wooden quote:  Be quick, but don’t hurry. When I read Wooden’s book with this title, I liked the concept, and not just because John Wooden was a Read more

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Have Resolve – 12/31/13 TOW

Posted on December 31, 2013 in Customer Service Tip of the Week 1 Comment

Are you going to exercise five days a week in 2014? How about giving up non-diet sodas? What about that 3 mile run every day? During the New Year, most people will talk about “New Year’s Resolutions.” Whether we/they make resolutions is one thing, and whether we keep them is entirely something else.

But the idea of “Resolution” or “having resolve” is a great concept. Resolve gets into determination, will, focus, being decisive, and inner strength. Resolve is a quality of many individuals who are great at customer service. Having Resolve means that when there are issues, you’re determined to fix them. You not only know what’s right, but you have the drive and desire (the will) to do what’s right.

Resolve means you have a focus on doing that which specifically needs to be done, and you have made a conscious decision to act. And Resolve is an inner strength that you have that can handle all those people, all those external challenges, all those curve balls thrown your way that can get you “off task.”

As we wade into 2014, keep in mind that there will be many tough tasks that you’ll be assigned. There will be many difficult customer and co-worker conversations and relationships. You’ll have the stretch goals and the physical and emotional challenges. But you can successfully get through those tougher times. You can come out on the back end with a smile and with accomplishment. You can succeed.

You can face the challenges of the New Year, if you Have Resolve.


2013 Holiday Poem – 12/24/13 TOW

Posted on December 24, 2013 in Customer Service Tip of the Week Please leave a comment


There comes a time when the dust will settle,
When the frenzy begins to fade,
When tasks and To Do’s and fires to fight
Will slowly go away.

It’s often a time that’s brief and still.
It’s a time to enjoy each day.
For we know when that time is over,
The new rush will come our way.

So if this is a time of settle and fade,
I hope you see what I do.
It’s a time to rejuvenate and refill,
To gain energy to see us through.

Appreciate any rest, any time with friends.
Appreciate the rare solitude.
And reset your mind and heart and soul
To ring in the New Year with a great attitude.


Create Your Own “Fan Guide” – 12/17/13 TOW

Posted on December 17, 2013 in Customer Service Tip of the Week Please leave a comment


Benchmarking is a wonderful thing. Airlines learn how to turnaround flights faster by watching NASCAR pit crews. Businesses learn how to create engaging employees by watching the Disney experience.

In keeping with this theme, here’s a benchmarking exercise for you. Let’s look at the “A-Z Fan Guide” from a sports organization. One of our pro basketball clients creates this Guide every year for its fans. It’s a pocket-sized document (also provided in “e-form”) that is given to key fans and employees who work with the fans.

These are some of the topic areas:

  • Event/Game Schedule.
  • Contact Information for Corporate Offices and Customer Service.
  • Arena Policies.
  • ATM Machine Locations.
  • Program/Product/Merchandise Overviews and Contact Information.
  • Information on Broadcast Partners (e.g., television and radio).
  • Concessions – Options, Descriptions, and Locations.
  • Directions.
  • Arena Map.
  • Guest Conduct Overview.
  • Account Holder Management Website Information.
  • Parking Locations, Access, and Cost.
  • Free Promotions.
  • Publications.
  • Season Ticket Holder Express Lines and Other Benefits.

Essentially, it’s a combination of educational and promotional information all in one good looking, convenient package. It addresses processes, products/services, promotions, personal contact information, policies, perks, partners, and the physical location. Now think about how this could apply to your business.

What would you share with your clients to educate them on the best experience they could have with you? What promotional options would you mix into this tool? To whom would you provide such a tool? In other words, who would benefit most from one key tool to best navigate your organization and utilize your products and services?

Learn from the pro sports “A-Z Fan Guide” to best educate and inform your customers.

 


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