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Don’t Begin with the Dead End in Mind - 2/17/26


Habit #2 of Stephen Covey’s “Seven Habits of Highly Successful People” is “Begin with the End in Mind.”  It speaks to the need to have a clear vision or goal for what you’re trying to ultimately achieve, so you understand the purpose of what you’re doing.  It helps you Read more

Explain without Over Explaining - 2/10/26


The customer has a question, and we have an answer.  They need to learn something, and we’re in the position to be the educator.  There’s a process they have to go through, and we need them to understand. We know so much, and we could impart so much, but sometimes Read more

Look for a Stop Sign - 2/3/26


As a customer service professional, what you say matters.  The information you’re providing is useful.  The direction you’re giving the other person is helpful.  But... As you’re speaking, you also need to be reading.  Reading the other person.  Watching the customer, determining whether and how they’re receiving what you’re sharing.  Read more

When They Want the Supervisor - 1/27/26


Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to Read more

Identify Your Point of Empathy - 1/20/26


I was watching a webinar recently on empathy.  The speaker mentioned that empathy - to a large extent - is something that you are born with.  It’s something that’s very difficult to learn.  And while I agree that some people are predisposed to being empathetic and understanding of others Read more

Pressure is a Privilege, but... - 1/13/26


When athletes are asked about the pressure of a playoff match or a late-game situation, many times they will say that “pressure is a privilege.”  In other words, usually pressure exists because you’re in a match that matters most.  It exists because you are a player put in a Read more

While I’ve Got You on the Phone… - 1/6/26


I’m a big planner.  Whether it’s strategic planning or planning out the year or planning my week first thing on a Monday morning, I like to plan.  I do this because it gets all of my action items documented and ensures that I have some understanding of what I Read more

Pass the Quick Impression Test - 12/30/25


Some studies have shown that people create an impression of you in less than a second when they first meet you face-to-face.  Other studies have shown that that initial impression can take up to 7 seconds.  Regardless, first impressions are quick.  First impressions are not always the lasting impression, Read more

2025 Holiday Poem - 12/23/25


We hear the word change And that change can be good, But we like things to stay same, And sometimes they should.   The weather can be wet And then dry as a bone. We know things will change, Even if all left alone.   Our customers change. Our co-workers do, too. It seems like our resources Are often too few.   The technology Read more

Make the Long Wait Feel Shorter - 12/16/25


When Greg entered the Tax Office, he was thinking only about two things: (1) How he was going to get the tax value on his home reduced, and (2) Whether the wait would be 1 hour or 2.  He checked in with the navigator who asked a few questions, Read more

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Beat Your Competitor with Customer Service

Posted on August 9, 2011 in Business Advice, World of Customer Service Please leave a comment

Why does the Apple iPad have such a huge share of the tablet market? Why does Google dominate search? Why does Disney dominate discussion of the great family vacation locations?

There’s something they do so much better than others. They beat the competition continuously because they have some competitive advantage. Maybe they’re an innovator, maybe they’re fast, or maybe their customer experience cannot be matched.

Yes, customer service and the overall customer experience can be your differentiator.

To be a differentiator, your customer has to have a perceptibly better experience with you than at your competitors. They have to believe that the knowledge of your staff, the attitudes of employees, the speed of service, the ease of navigating your facility or your website far outshines your competitors.

Maybe your organization anticipates customer needs better than others, and you proactively make suggestions. It could be that you reach out to customers when they’re not onsite with you, and when you do so you’re not just pushing something to sell, but you’re offering some advice or something else of value. You’re developing a relationship.

One key to differentiating is to know how you stack up against your competitors. So be a customer. Shop your competitors. Gauge their employees’ knowledge and attitudes, their speed, their ease of navigation, whether they’re purely reactive or they’re proactive as well.

Know where you stand versus competitors, and then ramp up your customer service to beat your competitor.

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

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