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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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A Story of Willie and Aubrey – 2/8/22

Posted on February 8, 2022 in Customer Service Tip of the Week Please leave a comment

The gift shop was a great experience!  Aubrey had bought items online from the shop for years, but she had never stepped foot in the store itself.  However, when travel plans took her on a trip to new surroundings, she took time out of her day to go to the shop.  Aubrey was greeted immediately by Willie, the shop owner.  Her first words were “Hi, I’m Aubrey Matthews.”  That’s all she had to say.

Willie was immediately excited, as he recognized the name and instantly knew that this was a long-distance customer.  They had never met, but Willie was so excited to meet Aubrey face-to-face and to talk.  They chatted and walked around the store together.  Though Willie had never met Aubrey and never heard her voice, he instantly knew who she was – a treasured customer.

Willie cared enough to know Aubrey’s name, her preferences, her “story.”  It made a huge impression on Aubrey, and Aubrey bought several items that day as well.

Now, what’s the lesson?

When you interact with a customer, don’t just think about their order or issue – think about THEM.  Who is the person you’re speaking with – what’s their story?

When you complete a call or transaction, document some of the personal side of the customer (Were they rushed, emotional, have some upcoming event?  What did you learn about them personally?).

When you then initiate a contact with a customer, don’t just consider the issue or service you’re going to discuss, consider the characteristics of the customer you’ll be talking with, as well.  Don’t view it as “Company” and “Prospect.”  View it as Willie and Aubrey.

Engage the customer as a unique individual.

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It Matters Who You Know – 2/1/22

Posted on February 1, 2022 in Customer Service Tip of the Week Please leave a comment

The season ticket account holder has an issue, but he’s not too concerned about it:  I’m going to call my guy, and he’ll take care of it.

The patient is confused about their bill.  The family member says: I know someone who can help.

The husband discovers a problem in the home that needs a repair.  The wife says: Don’t worry about it. I know exactly who to call.

The issues don’t appear to be burdens for these customers.  The reason why they’re not viewed as major concerns is that the customer knows someone.  The person they know may not be their best friend or their buddy or close relative.  But the point is, there has been enough rapport established and trust built up that when an issue occurs, anxiety doesn’t have to arise.

The companies who employ these trusted staff have their standardized processes.  They have their best practices.  They have their training.  But they realize that when issues arise or decisions are made, a customer knowing someone in a company or having that personal rapport means more than having a simple online process to submit an issue ticket.  Knowing somebody means more than having a memorable toll-free number.  Going beyond the technical aspects of service to personalize service means more than being able to text an issue to a help desk.

Businesses often believe it shouldn’t matter who the customer knows in the company. Processes and systems should be so standardized that anybody can help to the same level.  There’s a lot of truth in that concept.

But if we view service experiences from the customer’s perspective, we realize that having that name or that phone number or that e-mail address of that actual specific person creates trust and comfort.  And where trust and comfort exist, customer retention and growth can thrive.

Foster the personal customer connection.

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Put an End to 1-Star Ratings – 1/25/22

Posted on January 25, 2022 in Customer Service Tip of the Week Please leave a comment

If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star ratings.  And it’s not just vehicle service centers; we’re inundated with requests for ratings in many aspects of our lives.

Granted, most 1-Star ratings are probably because the customer did not get their needs met, their question answered, or they had a bad experience.  I’m sure many low ratings are legitimate, while many others are not truly worthy of only 1-Star. But wouldn’t it be great if we could avoid getting 1-Star ratings in the first place?!

Uncover Potential Low Ratings before They Leave

Remember that most customers who have an issue with the company will not complain to the company.  So, if you’re talking to that customer or sending them an e-mail or engaging them in an online chat (or even meeting them face-to-face), if you want to get a sense for whether you’re going to get that 1-Star rating, ask for feedback before the end:

  • Did you get your needs met?
  • Did you get your questions answered?
  • Do you have any questions or concerns before you leave?
  • Did you have a good experience today?

 
If you ask the question before you end the conversation, great things can happen.  If there is an issue, they may give you a chance to resolve it.  If you resolve it, you have a better chance to keep the customer, and you have a chance to raise the 1-Star to 2, 3, or 4.

And you get one more perk.  It’s likely that most of your customers are satisfied with their experience.  Therefore, the more you ask for feedback, the more accolades, pats on the back, smiles, and “thank yous” you’ll get!

Put an End to 1-Star Ratings; in the moment, ask for and act on feedback.

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