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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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Cloud and Customer Retention

Posted on October 17, 2012 in Business Advice, World of Customer Service Please leave a comment

Customer retention becomes a hotter topic every time the economy tanks. Most recently we noted in the early 2000s and starting in early 2009 that businesses were talking more about customer service, loyalty, and retention. That focus increased because the backlog of customers and the levels of disposable income greatly decrease in recessions, so the demand for products/services generally decreases.

As demand decreases, so does either volume or pricing, and thus begins the pinch on profitability. So organizations begin to realize something they forgot – that customer retention initiatives generally provide ROI multiple times that of acquisition initiatives, and to maximize profit, they have to redirect marketing dollars to retention.

With the advent of cloud computing, a new twist on customer retention can be taken. The cloud enables businesses to house the client’s data – using the cloud to hold and backup information so the client doesn’t have that responsibility. But to truly understand how the cloud really enables customer retention to grow, refer back to the 1990s book “The Discipline of Market Leaders.” In that book, the authors note that industry-leading companies typically master one of three key disciplines, Product Leadership, Operational Excellence, or Customer Intimacy.

Customer Intimacy focuses on generating loyalty by knowing your customers so well, having relationships so strong that your customers will stick with you. But don’t view “customer relationships” as some “soft” relationship, and this is where the cloud comes in. Build loyalty by having your products and services become vital to the day-to-day operations of your clients. Build loyalty by becoming integrated with your customers. Build loyalty by using the cloud, cloud computing in particular, or access to (or storage/backup of) client data to fill a need for your client.

To create more loyal clients and build your customer retention, find ways to use the cloud to get your clients housing their data on your systems. Use the Cloud for Customer Retention.

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/


Clinton (not that one) Gets Customer Service

Posted on October 11, 2012 in Business Advice, Government Please leave a comment

The City of Clinton, NC had a good idea. Instead of resolving themselves to the fact that they would have to continually deal with 20% of all utility bills being paid late, having to call most of those late payers, having to cut-off service to some, and having to reinstate service to many of those cut-off, somebody took a step back and asked a simple question. What is causing all these late payments? Then they took an interesting first step by deciding to simply ask the customer.

In the article City rolling out revamped water bill, efforts by Shawn Purvis and the City’s Finance Department are noted. But what struck me most about their efforts is that the approach was based on root cause analysis such as ‘Let’s not assume we’ll always have late bills, complaints, and cut-offs at certain levels and that we cannot do anything about it. Instead, let’s try to figure out why all these issues are occurring and put in some permanent fixes.’

So they began asking late-paying customers why they were late; based on those responses, they implemented solutions such as simplifying the utility bill, better educating customers, and noting total bill payment levels if paid on time v. late. In other words, they asked the customer, and they acted on what the customer told them.

CSS has redesigned bills and invoices for clients, too, and it’s to achieve some of these same goals – making it easy for the customer to pay you on time…reducing the numbers of calls and complaints about bills.

This is the beauty of root cause analysis. While it’s not a panacea, it puts the focus on understanding why bad things happen, and – in customer service – one of the best ways to determine the “why” is to simply ask customers and employees.

Learn a (non-political) lesson from Clinton.

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/


Be Less Sexy to Build More Customer Loyalty

Posted on October 10, 2012 in Business Advice, Carolinas Please leave a comment

Loyalty – you get it from a dog by loving it, rescuing it from a shelter, or giving it a treat. Loyalty – you get it from employees by valuing them, being loyal to them, and building trust by doing what you said you’d do. Loyalty – you get it from a consumer by…what?

In the article Retail analysts: Do the math on loyalty cash, the discussion is about loyalty cards, or discounts on store credit cards, or credits that can be applied to the store. According to a Charlotte-based analyst, the reason to offer these types of rewards is evident – “The obvious benefit here for the retailer is the additional trip.”

So to answer the question above, loyalty – you get it from a consumer by…giving them a discount? Hmmm.

Not real creative stuff here; but the analysis that companies have to make before they embark on these “cash for the consumer” loyalty programs must be done by looking incrementally. What is the net increase in profitability through these programs? To calculate, you have to look at the revenue from the sale less the item’s cost (standard profit stuff) less the cost of the program. Then compare that to what the company would have generated in profit if it had done…I don’t know…nothing! Or maybe if it had improved between-sale communications with the client, or if it had improved customer service, or if it had improved service recovery processes, or if it had been more particular about what customer service-oriented characteristics it looks for in employees, or if it were better at motivating employees.

In other words, these types of loyalty programs should be a last resort. It’s like a price drop for a salesman to get a sale; it’s weak; it’s like having a sale but not wanting to call it a sale.

It might be harder and less sexy to improve performance, hiring practices, client relationship development, and customer service than to have a new cash-based loyalty program, but in the end customers evaluate businesses based on the Employee Attitudes, Service Processes, and Products/Services, and these loyalty programs often put too much focus on a small piece of the loyalty puzzle.

Sometimes it’s good to be less sexy to be more successful in building customer loyalty.

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/


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