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Is Their Poor Planning Your Emergency? - 12/17/24


Have you ever heard the saying:  Your poor planning is not my emergency. I’ve heard it said often – not necessarily directly from one person to another.  More typical is that I hear it from the person having to drop everything and do something immediately because someone else didn’t think Read more

Empathy Examples for Everyday Situations - 12/10/24


I’ve often said that empathy is the single most important characteristic of people who are great at customer service.  If empathy is essentially “to understand the other person,” it helps so much to have that ability in order to specifically help someone.  To talk to what’s unique about them.  Read more

Tell Them Why You’re Giving Thanks - 12/3/24


Thank you! Merci! Danke! Doumo! Gracias! It seems like every language has a translation of Thank You.  Even though I only fluently speak English and speak Spanish, un poco, I – and probably most of you – have heard some or all of the translations of "Thank You” noted above.  Read more

Refine Your Decision-making Process - 11/26/24


Every day, you make decisions of what to do and what not to do.  And in the world of customer service, often the affected parties are our customers, our co-workers, and our company.  Here are a few quotes to consider when you’re thinking about evaluating and refining your decision-making Read more

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

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The NBA Beats the NFL?!

Posted on October 28, 2010 in Business Advice, Sports Please leave a comment

Although the National Football League is often highlighted as the cash cow, the ratings giant, the most popular sport in America, in reality in can’t hold a candle to the National Basketball Association…on Twitter.

In the article “For the Knicks on Twitter, It’s Already Post Season” (http://www.nytimes.com/2010/10/24/sports/basketball/24knicks.html?src=twrhp), the author notes how the NBA’s followers on Twitter (2.1 million) are the most of any American sports league.

So what does Twitter offer that fans want? Humanity.

These are not just athletes making millions of dollars, people who are too tall or too strong or too athletic for us to relate to on a personal level; when they tweet, they become normal – talking about religion, cooking, family, injuries, excitement, books, and travels. They become…human.

You’re not talking with them; they’re talking AT you, but what they say gives you an inside into their minds and hearts.

Teams acquire fans initially just like businesses acquire customers initially – with marketing, hype, ads, and flash.
But what develops loyalty from and retention of fans and customers alike is often relationship-based.

Make your product (even if it’s an NBA team), your service, your organization, and your people more human to the customer.

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/


Give Away the House – Now THAT’S Fan Relations!

Posted on September 21, 2010 in Business Advice, Sports Please leave a comment

In the article titled “Penguins offer freebie game with job-hunting twist,” the Associated Press describes a pre-season program where attendees to an exhibition game of the National Hockey League’s Pittsburgh Penguins will attend free (http://www.google.com/hostednews/ap/article/ALeqM5j6iKWLJLaijtjwodlAwtulAtXjzgD9IAENCG1). That’s right, 18,000 fans and $0 in ticket revenue.

About 8,000 of the tickets will be given out so fans can attend an “in-game” job fair. The other 10,000 tickets will be donated to local children’s charities and youth hockey leagues.

While I’m not suggesting great Fan Relations requires you to give away the house for free, there are positive lessons to be learned even if you can’t forego the lost ticket revenue.

First, not everything has to be an immediate benefit to your organization; understand that nurturing the customers of tomorrow is important to any organization’s long-term strategy. It’s about the long-term relationship, not the one-time transaction.

Second, if you invite the child, the parent will come (or at least show an interest and appreciation as well).

Third, know your customers and their situations. With the economy like it is today, what will attract more people who are not normally hockey fans – a Sidney Crosby bobblehead or a job interview?

Fourth, find ways to make the community as a whole a fan of yours. Find a niche where you can give back; give back for the good of the community today; it will bear fruit for you down the road.

Learn from the 2010 ESPN #1 rated Fan Relations organization (the Penguins)…even if you don’t have 18,000 free products or services to give away.

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/


New Season, New Season Ticket Holders

Posted on August 25, 2010 in Business Advice, Sports Please leave a comment

Many of our clients have the greatest chance of LOSING customers if they are new customers. That’s especially true with our sports clients.

When a new season ticket holder (STH) arrives, they are excited, have expectations, have written the big check for the first time, and want a great experience.

With all of their expectations, all that emotion, and all those expenditures comes all that risk.

Part of how you keep these new clients is obviously to meet and exceed the expectations, provide more value than the expense, and feed that emotion positively.

But realistically, the other part of keeping those clients is to educate them on expectations you CAN meet, about their role in having a great experience, and about all you do that they don’t yet realize is available.

With new clients, be their educator.

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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