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Better Customer Service through Better Teamwork - 7/8/25


We spend so much time talking about what great customer service looks like in those 1-on-1 Moments of Truth, that we often neglect to discuss what goes on inside the company that leads to those great moments.  We’ve talked about customer handoffs within an organization, but what does a Read more

Highlight the Hidden Value - 7/1/25


Marketing campaigns often highlight a particular product and ALL the features and extras that the customer will receive… “For 3 low, low payments of only $39.99, you not only get these world-renowned chef knives, but you can also get this free laser-etched spatula!  AND THAT’S NOT ALL!  We will also Read more

Don’t Harp on the Customer’s Mistake - 6/24/25


Seth’s daughter, Sarah, had missed some swim classes, and Seth remembered that the aquatics center had several make-up classes available late in the summer.  So Seth pulled up the class schedule on his phone, found one that worked on his and Sarah’s schedules, and planned to attend a session Read more

Create Customers for Life - 6/17/25


Veronica has gone to the same automotive service shop for at least 20 years.  She bought a new car about a year ago, and this is the third car she’s brought to the shop instead of taking her car to the dealer where she bought it.  She’s had three Read more

Don’t Turn the Customer into the QA Department - 6/10/25


Roberta received a form with information filled in by the company after her conversation with the account rep.  Roberta just needed to review the information, fill in some of the blanks, sign it, and resend it in order to set up a new account. She noticed that the effective date Read more

Imitate to Improve - 6/3/25


Oscar Wilde said that “Imitation is the sincerest form of flattery.”  Now this doesn’t mean that plagiarism is the sincerest form of flattery.  Nor does it mean that great impersonators such as Rich Little, Dana Carvey, or Frank Caliendo are always offering flattering portrayals of those that they imitate. Wilde’s Read more

How the Customer Perceives a Truth as a Lie - 5/27/25


You’re the customer, you’re asking about an unused item that you’re returning, and you hear the employee say: “The refund process takes 7-10 days.”  You’re thinking: “Great!  I can get the refund check as early as a week from today!”  The reality is that the company means that they’ll Read more

Tell Customers What’s Next - 5/20/25


In most businesses that have been around for a while, how a process was originally designed is not how it currently operates.  Sometimes this change is referred to as “practical drift,” where the actual process moves further and further away from the documented steps over time.  Maybe the changes Read more

Questions to Guide You to Empathy - 5/13/25


“If I was him, I would do ABC…” If you’ve ever heard somebody say this - whether it’s a friend or acquaintance, whether it’s some TV reporter or podcaster - you may get as frustrated or as annoyed as I do. I get annoyed because we are not that other person. Read more

Negate the Nervousness - 5/6/25


The customer needed a loan, so he walked into the bank, but he was a little nervous.  He knew that launching his business would be easier if he had some working capital, but that’s about all he knew.  He was anxious because he didn’t know what to expect in Read more

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The Healthcare Customer Service Runaround – 8/19/14 TOW

Posted on August 19, 2014 in Customer Service Tip of the Week Please leave a comment


The following is a true story of a customer service runaround…

  1. Nate’s physician suggested that he have a diagnostic procedure.
  2. The hospital called Nate to schedule the procedure; they suggested he get the CPT code (procedure number) since Nate wanted to get an estimate of the procedure charges.
  3. He called his physician office and got the CPT code.
  4. At the direction of the physician office, he called another office (in another town) for an estimate. He okayed the procedure based on the estimate being somewhat reasonable.
  5. Nate had the procedure and received results – all were good!
  6. He received the bill – 60% above the estimate.
  7. He called Billing and talked with Kristin. She said that they billed correctly, but Nate was only given 1 of the 2 CPT codes and was told the wrong estimated price; Kristin told him to talk to the insurance company and have them possibly appeal to the office (which was part of the same company as Billing, which was also the same company as the scheduler, which was also the same company as the estimator).
  8. Insurance said that they may be able to do something if the physician office said that the procedure wasn’t warranted.
  9. The insurance company called the physician office for Nate and left a message at the physician office.
  10. The office called Nate and said the procedure in question was ordered correctly, but they were adamant that they don’t give out CPTs – so they couldn’t help with his issue; they suggested that Nate call Scheduling – maybe they give out CPT codes.
  11. Nate called Scheduling; they said that they don’t give out CPTs; they suggested he call the Estimate department.
  12. Nate called the Estimate department; they said they don’t give out CPTs, but the supervisor would call him the next day because she may have access to information that the front line employee couldn’t access.
  13. Nate called a week later after having received no call back, and he left a message.
  14. The Estimate department called back and said to call Billing.
  15. Nate called Billing, and the lady he spoke with sounded familiar – she was Kristin. She said the physician office wasn’t telling the truth when they said they don’t give out CPTs.

One procedure and fifteen communications. There was no resolution, no ownership, and no accountability. Most of the conversations were with one company and four different departments/offices, but they operated as if they were four separate companies.

In most of the conversations, the individual employees were personable and somewhat helpful – they probably received good evaluations for their actions during the call. But from Nate’s perspective, this was a royal mess.

Don’t assume that one pleasant conversation equates to one happy customer. Ensure the company isn’t giving the customer service runaround.

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Flash like in Football – 8/12/14 TOW

Posted on August 12, 2014 in Customer Service Tip of the Week Please leave a comment


There are certain phrases that come up time-to-time in the world of customer service that become ubiquitous like “Customer Delight” or “WOW Experience” or “Moment of Truth.”

One phrase that’s being used a lot in the world of professional football (the American kind not the World Cup “futbol” kind) is “Flash.” Coaches noted that a player Flashed in practice. In pre-season games, they want to see some rookies “Flash.”

Flash means – essentially – catch your eye. They do something so special, so spectacular, so unexpectedly good that you can’t help but notice.

To Flash means that you have gone above and beyond what’s normally expected. You might make a catch, but it’s done with one hand at the sideline. You make a tackle, but the runner doesn’t just go down; you tackle the runner, and he gets knocked backward. You don’t just sack the quarterback, but you quickly get by two defenders and make the quarterback fumble.

This kind of Flash is exceptional. So how can you Flash in customer service? How can you go above and beyond what’s normally expected? Even when the football players Flash, they are still just making a tackle or a catch, just like you are just talking to a customer or responding to a request or addressing a complaint or providing information.

So how can you talk, respond, address, or provide in a way “so special, so spectacular, so unexpectedly good that others can’t help but notice?” Here are some tips:

  • Think “Speed” – Don’t put items on the “To Do” list; just do them.
  • Think “Proactive” – When you learn something, don’t stop there; ask yourself “Who would also benefit from knowing this information?” Then share it with them.
  • Think “Energy” – Don’t just answer a question, but convey through your voice and body language that you’re enthused about helping others.

To show you’re great at customer service, Flash.

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Be a Star at Something, but NOT Everything – 8/5/14 TOW

Posted on August 5, 2014 in Customer Service Tip of the Week Please leave a comment


I’ve often used the phrase “Customer Service Stars” to address people who are outstanding at customer service. And while I would never tell anyone not to continually improve themselves (sorry for the double negative…), I don’t think that people should have to be great at everything to be great. In fact, it’s often counterproductive to try to be great at everything you do.

Think about your product, service, and process knowledge. To have complete knowledge of all those aspects of your organization requires a tremendous amount of study and continuous review of all changes that continually happen in most organizations.

Think about having the skills that you need to handle every customer interaction – control over your body language, tone, and words. You’d need the quick ability to change direction for every call, every interaction, every meeting to perfectly address the uniqueness of every individual and their situation.

How many of us are perfect at business writing – constructing e-mails with the tone and content that maximizes the perception of the reader that we care while simultaneously giving them the best answer?

We could go to key customer service principles – responsiveness, respect, collaboration, empathy, active listening, organizational skills, etc. Who’s perfect at those?

The point is that to be great at all these and the many other things required of someone in customer service, it’s virtually impossible, and I don’t want you to feel bad about your shortcomings. Customer service is my business – literally – and I fall far short in many of these points; I just keep working on them.

So keep working on your shortcomings, but find out where you’re already great!

You have that infectious attitude. You’re very organized, and that helps you to be productive and responsive. You’re highly empathetic and/or a great listener. You’re an incredibly self-aware person, so you know how you come across with your body language, tone, and words.

While you should continuously work to be good at all the qualities and skills of Customer Service Stars, make sure you know where you are already a Star (or REALLY close), and make that trait your calling card. Make that aspect of who you are be the aspect that separates you from others. Make that characteristic of who you are or how you act help you to stand out today.

Stand out to others by finding that one thing where you can be great.

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