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Don’t Skip the Recap - 5/12/26


The playoff hockey game goes on for almost 3 hours.  There’s non-stop action, with plenty of penalties and takeaways and hits against the boards…and a few goals, as well. You didn’t get to watch the whole game because you had other plans, but you wanted to know what happened.  So, Read more

Finalize the Solution with the 6 Step Checklist - 5/5/26


In last week’s Tip, we showed why and how to Use the 6 Step Checklist before Resolving the Issue.  We noted the importance of taking 15 seconds to mentally walk through the Who, What, When, Where, Why, and How to feel confident that you know what’s needed to fix Read more

Use the 6 Step Checklist before Resolving the Issue - 4/28/26


We talk about trying to resolve the issue right the first time, sharing the technique on how to manage the conversation to get clarity on the real issue, need, or goal, and confirming your understanding before moving forward. But what are you trying to clarify?  What are you trying to Read more

Use the Customer’s Words - 4/21/26


The customer is describing a problem on what they call their “computer.” They mentioned that the “screen” doesn’t “move from one page to the other.” They say that the “website’s name is typed at the top,” and it says sample.com with a “line, and then it says ‘home’ after Read more

Affirming the Customer with Empathy - 4/14/26


We’ve spoken and written about empathy for the 20+ years of these customer service tips, noting empathy as the most important quality any individual can have if they want to be great at customer service.  We’ve shared that - in order to serve our customers most effectively – it’s Read more

The Power of Teaching While Helping - 4/7/26


If you’re trying to develop a relationship with the customer rather than just simply handling their transaction and moving on, you are taking a long-term view.  You realize that that individual is someone you want to keep with your business for months or years to come, so it’s a Read more

Bear with Me - 3/31/26


As a customer, you’ve probably called a company and heard the phrase “bear with me.”  At that point, you know there’s going to be some sort of delay.  The CSR is giving you a heads up that there’s going to be additional wait time.  Essentially, they are trying to Read more

Slowing Down the Fast Talker - 3/24/26


Jeffrey had always been told by his manager to figure out the issue quickly and wrap up the conversation as fast as possible.  So, Jeffrey was hyper-focused at finding that one key word that could identify the issue and help him to transition quickly to what might be some possible Read more

Don’t Bury the Lede - 3/17/26


Mary was working at the office, and she received an e-mail alert from the water company.  There was a water outage in her neighborhood.  It looked like it was going to be a couple hours to fix the issue. Sure enough, a few hours later around mid-afternoon, Mary received another Read more

Confirm the Real Issue Before You Start Solving - 3/10/26


Have you ever gone “down the rabbit hole?”  It involves going deep into some topic, some discussion – with analysis that creates complexity as much as it resolves it.  And that dive into the rabbit hole often starts with a simple question. Going down that rabbit hole takes time and Read more

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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.


C.A.R.E. for Customers – 2/11/14 TOW

Posted on February 11, 2014 in Customer Service Tip of the Week Please leave a comment


In our analysis of customer satisfaction data for a client recently, we identified the survey attributes which had the strongest correlation to the customer’s feeling that the organization cared about them as an individual.

These “Care Perception Drivers” fit nicely into an acronym (C.A.R.E.), and we shared the analysis in a brief educational session with our client. Maybe these tips can help you, too:

  • C = Communicate before and after the transaction. The customers appreciated it when the employees engaged them upfront and proactively thanked them or addressed them in follow-up communications after the transaction. It’s not just about the task; it’s the start-to-finish experience.
  • A = Ask them about themselves and their situation. Customers perceived that the employees cared if they were inquisitive and sought to learn about what made that customer unique.
  • R = Relate on their level. The customer cares about the customer, so relate to them in a way they’re comfortable – with your tone and body language, tailoring your style to appeal more to them.
  • E = Educate them on how to have a great experience. Customers aren’t usually experts in your business – you’re the expert. So they appreciate tips or directions that can maximize their enjoyment.

When customers feel that you care, they’re more likely to come back to you, to be open to your suggestions, and even to cut you some slack when something goes wrong.

Ask yourself “Have I conveyed I C.A.R.E.?”


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