Business Advice | Customer Service Solutions, Inc. - Page 29

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

Prep Enough to Personalize - 4/15/25


Everybody loves Howie.  He is an account rep for the local air conditioning and heating company.  When I say Everybody loves Howie, I’m definitely talking about the customers.  His co-workers love him too, but customers are especially fond of him.  They seem to really enjoy their conversations with him, Read more

Get Your Customers to Brag, Not Bolt - 4/8/25


Here are two customer retention concepts that we discuss with some sports clients: BIRG and CORF.  BIRG is Basking In Reflected Glory.  CORF is Cutting Off Reflected Failure. You want BIRG.  You want the customers feeling so good about your organization that they want to be a part of your Read more

Narrow Your Focus to Seek Excellence - 4/1/25


You’ve probably heard companies use phrases such as: “We want to go from being good to great.”  Maybe they’ve said: “We strive for perfection, and although we’ll never reach perfection, maybe we can achieve excellence along the way.” These organizations find some kind of a catch phrase or slogan, but Read more

Avoid the Unfriendly Ghost - 3/25/25


Last week we talked about the qualities of “PERKI Customer Service,” essentially what attitudes and actions are characteristics of those who provide great customer service.  This week, let’s take the opposite approach.  What are some of the mistakes that people make?  Maybe these are mistakes of omission or commission; Read more

PERKI Customer Service - 3/18/25


After having worked on hundreds of projects over the years with thousands of thousands of individuals, some things become pretty clear. There are certain traits held by people who are great in customer service.  Look at this list, and do a self-assessment.  Which apply to you? Positive and Patient Do you Read more

It Helps to Downshift - 3/11/25


One of the first tips I heard when I was learning how to drive related to what to do when the brakes fail - downshift.  Shifting into a lower gear can slow down a moving vehicle.  I would explain this in technical terms to you, but considering I’m not Read more

Patience is… - 3/4/25


Patience is a…pain in the neck.  Why is it so hard to be patient?  Those of us who work in customer service know that we constantly have to show patience with our customers.  We’re ready to move to the next step or the solution because we’ve heard this issue Read more

Everybody Doesn’t - 2/25/25


Joey received the compliment, but he was confused.  Paula, his boss, and Joey had their monthly one-on-one meeting, and Paula noted that, although he was new, Joey was already doing a great job!  While there were learning curves on some of the organizational policies and the technology that he Read more

Give Your BRE Plan a Check-up

Posted on in Business Advice, Government Please leave a comment

Let’s do some BRE benchmarking. As a business retention/expansion executive, you probably know what your job is on a daily basis – the mission/purpose of your role, your part of the economic development organization. But what are the big picture long-term goals and objectives?

It’s easier to achieve a goal, if you’ve effectively identified the goal, planned the process, and measured progress. Noted below are Objectives/Purposes/Goals taken from three BRE planning documents. Compare your organization to these samples:

Hugo Business Retention and Expansion Research Report

  • To demonstrate support for local businesses
  • To help solve immediate business concerns
  • To increase local businesses’ ability to compete in the global economy
  • To establish and implement a strategic plan for economic development
  • To build community capacity to sustain growth and development

Entergy Business Retention and Expansion Guide

  • To demonstrate to existing firms that the community appreciates their contribution to the local economy
  • To encourage expansion that leads to sustainable job growth
  • To help businesses solve their problems and challenges
  • To assist local businesses in gaining awareness of available resources
  • To develop collaborative relationships for participating in comprehensive long-range retention and expansion activities
  • To build the community capacity and cooperation to sustain growth and development activities
  • To provide better information and understanding for all local leaders of the strengths and weaknesses of the business climate

City of Shoreview Business Retention and Expansion Strategic Plan

  • Support business development that increases the tax base and adds quality jobs
  • Retain quality businesses by creating a positive economic environment that supports and fosters business expansion in the community
  • Plan for and pursue redevelopment opportunities consistent with City goals
  • Promote reinvestment in the community by directing time and financial resources to pre-determined business and neighborhood targets
  • Strive to meet the needs and demands of the community for specific services

Where are the gaps in your organization’s goals that you need to fill based on what these other BRE programs emphasize. How will you plan (strategically) the process to achieve the goals? How will you measure your progression toward the goals?

Make sure your BRE program isn’t simply about making visits and resolving issues. There’s got to be a strategic component. There’s got to be ongoing research on the clients even when you are not face-to-face with them. There’s got to be the goal, the long-term plan, and the measurements of progress.

Give your BRE Plan a check-up.

Learn more about keeping up-to-date on your local businesses at http://brebuzz.com/


Be Alert to BRE Red Flags

Posted on in Business Advice, Government Please leave a comment

Imagine that you’re a Business Retention & Expansion (BRE) professional. You target certain businesses locally to get to know, develop good relationships with them, and yet “things happen” with them that catch you off-guard. They announce they’re leaving, they’re downsizing, or they won’t renew their lease.

You wonder “Why didn’t I know about this sooner?”

Part of being great at BRE requires that BRE professionals get to know what’s going on OUTSIDE the area that can affect local industries. For example, CSS monitors business intelligence for BRE organizations, and noted below are examples of information that applies to our clients’ industries. Assume that “Company ABC” is one of your key local businesses:

  • Company ABC Appoints Two Key Executives to New Leadership Positions
  • Company ABC recalls key product
  • Company ABC Completes Purchase of Key Competitor
  • Company ABC expands its campus with purchase of 16 acres…in another State
  • Company ABC to close plant (in a different region of the country)
  • Company ABC starts hiring freeze after slower sales
  • Company ABC cuts hundreds of jobs, pays millions in dividends
  • Other jurisdiction approves incentives to help lure Company ABC
  • Company ABC to be purchased for about $229 million
  • Competing jurisdiction to sweeten the incentive pot to attract Company ABC.

A strong BRE professional will know how to utilize information about what was taking place outside his/her region.

With this business intelligence, would you be able to be proactive in communications with local constituents? Would you be able to predict risk and opportunities earlier? Would you be able to impact business decisions?

Your answers should be Yes, Yes, Yes!

An important part of any BRE strategy is to be able to predict what could happen with your local businesses by staying abreast of what factors OUTSIDE your jurisdiction could be impacting your clients.

Be Alert to BRE Red Flags.

Check out our BRE intelligence-building service at http://brebuzz.com/.


IRS Scandal and “Poor Customer Service”

Posted on in Business Advice, Government Please leave a comment

By now you may have heard about the Internal Revenue Service (IRS) scandal in Washington, where the IRS apparently was targeting conservative Tea Party or related groups for extra scrutiny prior to the recent election. What’s most interesting about this from a customer service perspective is that the leadership noted that the scandal had nothing to do with any kind of targeting of specific groups. This was just a colossal failure in customer service.

According to an article in The Washington Post, “bad ‘customer service,’ non-apologies, and pleading the Fifth mean nobody at the IRS has raised a hand to absorb the brunt of the blame.”

Essentially, when the bad news presented itself, there were failures to take responsibility. What you would like to see in situations like this is good customer service on the backend even if there is a poor customer service upfront. Even if we were to accept the position that “Yes, it was just poor customer service,” then leadership still needs to apologize. Accountability still needs to be brought to the forefront. Being open and transparent rather than pleading the Fifth need to be a part of the approach.

In service recovery processes such as this, leadership needs to be out front, setting an example of accountability and responsibility, being open, empathetic, and transparent with the community, and generally leading by example.

With leadership neglecting to do any of these positive traits in a crisis, they’re setting the example for how their staff should behave if they ever get caught doing anything unethical, immoral, or just against basic policies and procedures. Employees are being taught to be irresponsible and to point figures elsewhere…

When responding to a crisis, remember that leaders’ behaviors are teaching their employees lessons for the future.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

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