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See the Customer’s Journey from Their Perspective- 7/7/26


That customer is face-to-face with you right now, and you are fielding their questions or delivering your service to them.  And oftentimes and understandably, we are so immersed in the moment that we don’t think about what came before or think enough about what comes next. But in the life Read more

Gaining the Benefits of the Greeter- 6/30/26


Most likely, we’ve all entered some establishment – a retail store, restaurant, or service center - when there is a greeter at the door.  The most famous greeter position is probably the Walmart greeter.  I often thought that my father-in-law would have been a fantastic Walmart greeter, because he Read more

Seamlessness - Why the Customer Thanked You - 6/23/26


This doesn’t happen enough nowadays, but the employee received a long thank you e-mail from the customer.  A financial services account manager had taken care of the client during a period of time that was stressful for the customer. Life was unexpectedly changing quickly, and personal emotions, additional financial responsibilities, Read more

When to Avoid the Escalation - 6/16/26


The customer calls with a complaint, and the easy thing to do is to escalate it to your supervisor. That may also be the right thing to do, but how do you know when to avoid the escalation? Why You Would Escalate The first thing to consider is why you would Read more

Let’s be Clear on Clarity - 6/9/26


When trying to manage expectations, it’s vital to be clear with the customer.  But what specifically does it mean to be “clear?” Clarity is in the eyes and ears of the beholder, so what may be clear to one customer may be unclear to another.  However, there are some basic Read more

Allow Yourself to Solve a Couple Puzzles Every Day - 6/2/26


Frank had never been a dog owner before, and when he first got Bosco at the shelter, Frank didn't really know what he was doing.  He would try to be a good parent - feed the dog, play with it, take it on walks - but he was doing Read more

Improve with a Purpose - 5/26/26


If you’re reading these customer service tips, you likely want to get better.  You want an idea, a technique, a reinforcement, or a question that helps you improve. But why improve? At some point you may waver on the commitment to improve, because it can take effort, introspection, time, and change.  Read more

Reciprocate the Thanks - 5/19/26


Jasmine had a great experience with the company, and the company sent her a link to provide an online evaluation following the visit.  So, she clicked the link, gave a rating, and made a comment about her experience. The company monitored their online reviews, saw the positive response, and replied Read more

Don’t Skip the Recap - 5/12/26


The playoff hockey game goes on for almost 3 hours.  There’s non-stop action, with plenty of penalties and takeaways and hits against the boards…and a few goals, as well. You didn’t get to watch the whole game because you had other plans, but you wanted to know what happened.  So, Read more

Finalize the Solution with the 6 Step Checklist - 5/5/26


In last week’s Tip, we showed why and how to Use the 6 Step Checklist before Resolving the Issue.  We noted the importance of taking 15 seconds to mentally walk through the Who, What, When, Where, Why, and How to feel confident that you know what’s needed to fix Read more

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Seamlessness – Why the Customer Thanked You – 6/23/26

Posted on June 23, 2026 in Customer Service Tip of the Week Please leave a comment

This doesn’t happen enough nowadays, but the employee received a long thank you e-mail from the customer.  A financial services account manager had taken care of the client during a period of time that was stressful for the customer.

Life was unexpectedly changing quickly, and personal emotions, additional financial responsibilities, and extra work resulted.

The Many Serving the One

The reason for the e-mail wasn’t just about thanking this employee for the great service, but it was also about how the first employee contacted really listened and understood the uniqueness of the situation.  How subsequent employees were patient in dealing with the personal emotions as they helped set up new accounts, change account holders, and educate the customer on options.

It was about some staff being unavailable on a given day, but others jumping in.  It was about notes being taken so that the customer didn’t have to retell their story over and over again, and – in the end – it was a story of appreciation because employees listened, they documented, they did what a customer wanted and offered options, and they did it all with patience and care.

As the customer said in their letter, the employees were able to balance being “understanding and knowledgeable.”

Our Lessons Learned

More often than not, your interactions with customers are not 1-time transactions.  There is a series of conversations and requests and emotions and education, and often it’s not one employee being the only point of contact.  Rather, it’s many employees collaborating – sometimes in real time, and sometimes when there are weeks between each individual encounter.

To any given staff person, this may just be 1 customer.  So, there’s the risk of 6 different employees treating the situation as 6 different customers.  But to the customer, it’s all one company, all one series of needs, and all one long thread of communications.

From the customer’s perspective, their communication with you is part of a long thread that weaves throughout the relationship with your company, with many communications before today and likely many after today.

Make sure the thread is strong, continuous, and seamless for the customer.

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Reciprocate the Thanks – 5/19/26

Posted on May 19, 2026 in Customer Service Tip of the Week Please leave a comment

Jasmine had a great experience with the company, and the company sent her a link to provide an online evaluation following the visit.  So, she clicked the link, gave a rating, and made a comment about her experience.

The company monitored their online reviews, saw the positive response, and replied online: Jasmine, What a fantastic review! We are thrilled that you shared these wonderful things with us.  Please know how much we appreciate you and hope that every experience you have with us is as positive!

Fred was supporting a client – a local government agency that had previously not been performing well.  During a meeting about 6 months into the consulting project, a director at the agency paused to thank Fred for the ongoing support and guidance, and for helping the department performance metrics to consistently improve over the most recent 4-5 months.

Fred replied: That’s very kind of you.  It’s been a great experience working with you and your team, and I’m glad we’re seeing the progress you all have been working hard to achieve.

In both of these real-life examples, the customer is appreciative – WOOHOO!!

And in both cases, the person who receives the thanks on behalf of the company reciprocates that appreciation.  Those statements back to the customer are short, sincere, and positive.

It’s great to get a “Thanks!” from the customer.  And some days those thank yous are few and far between.  But if we’re fortunate enough to get them, it’s often good to thank the customer for their role in making it a great experience, to convey you appreciate them, to convey you value them.

Reciprocate the Thanks.

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Refresh on the Reasons to Appreciate the Customer – 11/25/25

Posted on November 25, 2025 in Customer Service Tip of the Week Please leave a comment

This is a great time of year to give thanks, not just because it’s Thanksgiving week in the United States, but also because – with 2025 coming to a close – it gives us the opportunity to do some reflecting on the recent past.

The idea of reflecting on reasons to give thanks clearly applies to the world of customer service.  Although we’re providing the customer with some service or product, some answer or something to address their need – I’m a strong proponent of making sure that we initiate the thanks to the customer.  Thank them for…

  • Their Effort: Thank them for taking the time to come onsite, planning their trip and navigating the traffic to and from your location.
  • Their Communication: Convey appreciation for bringing an issue to your attention so that you can help them and possibly fix any issues before they cause frustrations for other customers.
  • Their Quality: Thank them for completing their paperwork correctly or filling out that form accurately so it saves everybody a bit of time.
  • Their Patience: Offer some gratitude for their waiting on hold while you were helping other customers, for being so patient, as you know they’re also busy.
  • Their Pleasantness: Thank them when they’re pleasant with you, when they smile, when they actually ask you how your day is going, or thank you – the employee – for being there, even though they know it’s your job to be there.
  • Their Business: Oh! And of course, thank them for their purchase and their business, their loyalty and their frequent returns.

 
To offer appreciation, it helps us to refresh on the effort, the attitude, the actions your customer is taking to do business with you.

Refresh on the reasons to appreciate the customer..

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