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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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Campaign for Customers

Posted on September 22, 2010 in Business Advice, Government Please leave a comment

A Toronto mayoral candidate is campaigning in such a manner as to try to appeal to small businesses and economic growth. One area of focus in his campaign is customer service.

It’s interesting to note how politicians are talking customer service. Why would they do that? Well, there are two key reasons. First is that government in general has (deservedly or not) a reputation for delivering poor customer service, not being responsive, not having the same attitudes that one should find in organizations competing for the customer.

Second, great customer service is something that their customers – the voters – find important. We can debate whether or not it’s the number one issue, but it IS important.

Think about this in terms of how it relates to your business. What is important to your customers? What is their hot button issue? In what aspects of your organization do customers perceive you negatively?

To ANSWER these questions, you have to ASK these questions of your customers.

Ask, listen, learn, prioritize, improve, and then campaign for your customers.

Interested in improving your company’s customer service? See more information at: http://www.cssamerica.com/

Check out our new customer service book at http://www.amigreatat.com/


Take a Measure from Government

Posted on September 1, 2010 in Business Advice, Government Please leave a comment

When we work with our government clients, whether it’s an economic development division trying to retain local businesses, a property assessment division trying to efficiently serve its customer base, a City/County manager’s office trying to best manage such a large organization, we’ve found a consistent need – measurement.

When government is trying to measure over such a broad organization, they typically create an organization-wide balanced scorecard system. This metrics system will have the typical measures of Revenue, Cost, Quality, and Customer Service. But it will also have some more outcomes-oriented customer measures such as the percentage of residents on welfare and more capacity-oriented customer measures such as the percentage of residents living within “X” miles of a public park.

Let’s translate those last two measures to a typical business. Outcomes. An outcome is some end-benefit from what your service or product provides. It’s not the product itself. For a hospital, it’s the quality of life after discharge, not just how good the care was in the hospital. For a fine restaurant, it’s the enjoyment of the evening, not just the quality of the food. For an automobile dealership, it’s the feeling when driving or knowing you own a particular brand, not just the gas mileage. These outcomes often relate to the feelings your customers have as a result of their engagement with your company. They should be measured to make sure your services had a positive ongoing impact.

The other example metric dealt with Access. How close you live to a park can determine your ease of access and likelihood to use it. Similarly, what percentage of the population lives near a grocery store, what percentage of season ticket holders receive a sports team’s newsletter, and what percentage of long-term customers have online access all help to determine the customer’s access to the company. A greater access leads to a greater chance to develop relationships and retain the customer.

Learn from these atypical measures from government to know how well you impact your customers and to ensure you have adequate access to them.

Interested in improving your company’s customer service? See more information at: http://www.cssamerica.com/

Check out our new customer service book at http://www.amigreatat.com/


A Day at the DMV

Posted on August 24, 2010 in Business Advice, Government Please leave a comment

The thrill of victory…the agony of the DMV.

For the first time in 5 years, I had to get a new driver’s license. Being out of practice at this activity, I got to the DMV office right when it opened – a colossal error! With this being the best day of the week on my schedule to get the driver’s license renewed, when I arrived at 8:00 a.m., there were already close to 100 people in line; unfortunately, my schedule wouldn’t let me leave.

If patience is a virtue, then there were hundreds of very virtuous people experiencing the DMV today.

But why the wait?

Too few employees for the number of customers. Too few offices for a city the population of Charlotte, NC. Too many steps in the process. Patrons not educated on the best day-of-week or time-of-day, how they needed to prepare for the visit to the office. I could go on and on.

I stood outside for nearly 2.5 hours, entering the office just before 10:30 a.m. When my number was finally called 30 minutes later, it took about 4-5 minutes to do the test. Then I had to wait again for my picture. I left the office at 11:15 a.m. So I had over 3 hours of wait time for about 7 minutes of activity.

What’s worse is that I was just renewing. There were 30+ people who entered the office before me who were getting a permit or a new license, at least 25 of which were still there when I left.

We can all learn from our experiences – good and bad. Learn from my experience to reduce steps in a process, staff appropriately, educate customers in advance, and create fast-track processes for people with minor needs.

Learn from my nearly half-day at the DMV.

Interested in improving your company’s customer service? See more information at: http://www.cssamerica.com/

Check out our new customer service book at http://www.amigreatat.com/


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