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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

Don’t Rush to Resolve Quickly - 4/29/25


The customer is angry, so you use the CSS LEAD technique as designed.  You, listen, empathize, accept responsibility, and deliver on a remedy.  But it doesn’t work.  The customer is still upset, and maybe even a little more frustrated than when you started…why?! If the use of this technique fails, Read more

Energy v. Apathy - 4/22/25


I asked a couple friends who are much more scientifically-oriented the question: What is energy?  I didn’t mean E=MC2.  I meant physiologically, what is energy? They described a lot of things that sounded really good, yet far too advanced for my non-medical mind. Part of the reason why energy is of Read more

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I Think I Think is Wrong – 10/20/20

Posted on October 20, 2020 in Customer Service Tip of the Week Please leave a comment

I think that’s not going to be feasible.  I think we can do that.  I think you’re on the right track.  Methinks thou dost protest too much.

Please forgive the Shakespearean reference, but it seems to fit well here.  When we are talking to co-workers and customers, and we’re giving our opinion or sharing some information or knowledge, the other person knows we’re speaking. The other person knows the news is coming from us.  However, many of us feel the need to put the phrase “I think” in front of a lot of what we say.  We feel the need to say something like “from my perspective” before we give our perspective.

And while it may be accurate wording, it’s often unnecessary.  And it’s not only unnecessary, but it can reduce the credibility of the statement, the strength of the word, and the confidence the customer has in what you’ve said.

Let’s repeat what’s at the top:  I think that’s not going to be feasible.  I think we can do that.  I think you’re on the right track.  Methinks thou dost protest too much.

Now compare without “I think” included:  That’s not going to be feasible.  We can do that.  You’re on the right track.  Thou dost protest too much.

The “I think” leaves doubt, and – if there’s no room for doubt – you’re creating uncertainty unnecessarily.  If you say I think that’s not going to be feasible, the other person could ask if you could check just to make sure.

If you say I think we can do that, then the customer may ask if they could talk with someone who can confirm whether it can be done.

If you say I think you’re on the right track, the customer may ask what they should do differently.

By creating doubt, you could be lengthening the conversation and creating more work for you or your co-workers.  You could be curtailing customer confidence when you want them to support your conclusion or suggestion.

If there is no doubt, eliminate “I think” to build customer confidence.

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Be Slowest, and Be the Best – Chick-fil-A – 10/13/20

Posted on October 13, 2020 in Customer Service Tip of the Week Please leave a comment

About one week ago, the Atlanta Journal-Constitution had an article that analyzed the results of a SeeLevel HX research engagement on the customer experience at fast food restaurants.  The results were seemingly contradictory.  The fast food chain with by far the overall best drive-thru experience was Chick-fil-A, and yet Chick-fil-A was by far the slowest drive-thru.  While the average drive-thru takes 5 minutes 57 seconds according to the study (from line entry to receipt of food), Chick-fil-A averaged 8 minutes and 9 seconds during the research.

So how can you be so slow and yet be considered the best?  Well for Chick-fil-A, one thing to keep in mind is that, on average, they had three times the number of customers in line as the other restaurants.  At the other restaurants, you’re behind 2-4 other cars when you arrive, and about every 1-2 minutes you move, but otherwise you’re sitting.  Also, when you pull in you’re usually near the ordering microphone, and you can see where people are receiving their food just ahead of you. It’s so close, yet it’s so far!!

At Chick-fil-A when you pull in, you’re often at the end of a “horseshoe” line on one side of the restaurant, and the customers receiving their food are on the other side.  There could be 10-15 or more cars ahead of you.  So even though you’re waiting 8 minutes, about every 30 to 45 seconds you’re moving forward – you feel like you’re making progress.  And when you can finally see the front of the line, you’re almost there!  All the while that you’re in line, you are being engaged by employees out in the parking lot who are taking your order, taking your payment, walking with you, and making sure that even the wait is a positive experience.

Even though you’re in line 2-2.5 minutes longer at Chick-fil-A, you’re moving more.  You’re engaged more.  And you’re having a better overall experience.

Yes, Chick-fil-A is considered the best for a lot of reasons from a customer service perspective, but one of the reasons is that even the waiting experience itself is actually far better than competitors.

Learn a little lesson from Chick-fil-A.  Find ways to be the best, even if you’re not the fastest.

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Connect During Customer Service Week – 10/6/20

Posted on October 6, 2020 in Customer Service Tip of the Week Please leave a comment

It’s Customer Service Week…woohoo!  This week should be all about the customers we serve and the staff who serve them.  This should be about conveying we value other people, and – hopefully – having other people convey that they value us.  It’s a week about people – about us.

This should be a week about creating, rekindling, and continuing to connect with others.

So, how do you connect with someone – particularly with an individual you’ve never met before today?  Here are some quick tips:

Create Comfort.  The more comfortable someone is with you, the more willing they are to be open with you, and the more willing they will be to listen to you.  Create comfort with your voice, your patience, and the general environment that surrounds your conversation.

Ask Another.  The more inquisitive you are about the other person – understanding them and their unique situation – the more likely they are to engage with you.  Asking questions gives them an opportunity to share, and it gives you an opportunity to listen.  People connect more with those who they feel listened to them.

Name Names.  Share your name right off the bat, and use their name frequently during the conversation.  Names personalize.  Names create rapport.  Names help to connect.

Uncover Commonalities.  The more the other person can relate to you or feel like you’re relating to them, the more comfortable they would be, and the deeper connection that will be created.  So, empathize with their situation, even if you haven’t experienced the exact same thing.  Highlight some aspect of them, their background, their situation that has some commonality to you, your background, or your typical days.

To connect during Customer Service Week, create comfort, ask another question or two, name names, and uncover commonalities.

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