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Build Relationships with First-timers - 11/11/25


We’ve worked with one of our sports clients for over 10 years, and although the main focus of our work is research with their fan base, we also provide informal consulting advice and guidance whenever possible.  One approach we’ve talked about on and off for years is the need Read more

Last Impression Faux Pas - 11/4/25


Rightfully so, many customer service experts harp on the importance of the first impression.  It happens quickly, and it can impact the individual’s perception of you and the organization.  We even wrote a Tip of the Week on this years ago called First Impression Faux Pas. What many people tend Read more

Familying with Customers - 10/28/25


In our transactional society, it’s hard to think about customers in the long-term.  But if we want to be as successful as we can as an individual or as a business, we need to view customers through a relationship lens. What do we need to know about them to Read more

Avoid These Techniques - 10/21/25


We had a Customer Service Tip of the Week recently that addressed gaining control of the conversation.  One of the key points was that the focus should be on gaining control of conversations in various circumstances, but trying to avoid making it your goal to gain control of the Read more

View Quality through the Customer’s Eyes - 10/14/25


Geri had been dealing with backups in the downstairs plumbing system of her house on and off for the past year.  The most recent company that she called in to unclog the pipes stated that they could send a camera down the pipes and tell her exactly where the Read more

Be Supportive, Not Defensive - 10/7/25


[An employee on the phone with a customer…] Who told you that you didn’t have to submit that form? … Bob?  Oh brother!  You see Bob is our “special” co-worker.  He seems to always tell customers the wrong thing to do, and we’re having to clean up after him.  Read more

Some Customers LOVE Predictability - 9/30/25


I was facilitating focus groups of businesses that utilize local government services.  The phrase that popped up multiple times was “Time Is Money!”  What these municipal customers were conveying was that their time was valuable, and delays were wasting their time.  But the conversations were not just about how Read more

Find Your Special Sauce - 9/23/25


When I watch a football game and I see a great quarterback (somebody who may be considered a “Star”), he might be an excellent runner, have a big arm, be able to diagnose the defense and get his team into the right play.  But he’s likely not great at Read more

Gain Control of the Conversation - 9/16/25


The customer’s angry or upset or they have a complaint.  They’re very chatty or very wordy or they just want to talk to somebody.  You’re on a time crunch, and the customer obviously is not. There are times when you need to gain control of the conversation.  It’s important for Read more

Complement with a Compliment - 9/9/25


We perform many tasks for our customers every day, and when we’re done with a step in the process, oftentimes we will tell the customer what’s been done.  But if we want to create more of a WOW experience, if we want to make the customer feel a little Read more

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PAY ATTN – 11/1/16

Posted on November 1, 2016 in Customer Service Tip of the Week Please leave a comment


“PAY ATTN” – As I was leaving the football game, a fan had on a Carolina Panthers jersey, and where the name usually appears on the back above the number, the phrase “PAY ATTN” was stitched.

I’m not sure what the fan had in mind by having that moniker instead of her name, but it was ironic that that’s the phrase used. About a week ago, I decided to write this Tip of the Week about that expression I heard far too often growing up – pay attention. Or as my dad would say – PAY ATTENTION!!

I’ve used it with my daughter over the years as well; in some ways, I’ve become the parent that I used to roll my eyes at on a daily basis – but I digress.

The reason for being told to pay attention is because the parent wants you to focus on them and what they say. Oftentimes, “Pay Attention” is accompanied by “look at me.”

So why is Paying Attention so important? Because it conveys you’re listening to the other person, and it shows respect. How disrespected do you feel if the employee is “paying attention” to their phone when engaged with you?

The phrase can get the person focused. It can get them attentive to the individual who should be the most important person in the world to us at that moment – the person we’re serving.

Ask yourself – if I was PAYING FULL ATTENTION to this person, what would I do?

Would you set down materials that you’re holding? How would you listen differently? Would your body language or expressions change? How would your posture be different?

If you told yourself to “PAY ATTENTION!!” at the start of a conversation, what would you do differently?

Make the other person feel important and respected. PAY ATTN.

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Apply this Twist on Twain – 8/23/16

Posted on August 23, 2016 in Customer Service Tip of the Week Please leave a comment


Mark Twain said “A letter written in passion is a mistake…It usually wrongs two persons, and always wrongs one – yourself.”

Twain is using the word “passion” to address anger, frustration – more negative emotions. And while letter-writing in the 21st century is seemingly falling by the wayside, we can apply his quote to e-mails – particularly business e-mails to customers and co-workers.

With this perspective in mind, here’s another Mark Twain quote: “When you get an exasperating letter, what happens? If you are young, you answer it promptly, instantly – and mail the thing you have written. At forty what do you do? By that time you have figured out that a letter written in passion is a mistake in ninety-nine cases out of a hundred.”

These statements were made 104 years ago, but they apply today. When putting something in writing and mailing (or pressing “send”), you can’t take it back. The message can be moved onto a social media post, into the newspaper, or into your supervisor’s inbox in a minute. Just as importantly, it can be taken to heart by the recipient immediately. And all of these results could result in your looking bad to customers, peers, supervisors, and the public at large.

Emotions and e-mail rarely mix well. They’re the oil and water of communications, and unless you’re exceptional at conveying your “passion” with the written word, consider a pause before pressing send. Consider having a dialogue with the other – a communication that enables tone and body language to be involved, hopefully positively.

Don’t wrong yourself. Pause before pressing send when passion is involved.

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You Control with Questions – 3/22/16 TOW

Posted on March 22, 2016 in Customer Service Tip of the Week Please leave a comment


They’re irate, ranting and raving – spewing the emotion your way.

They. Just. Won’t. Stop. Talking.

They’re rambling with no clear point or need or concern being conveyed.

You’re enjoying the discussion, but you have LOTS of other things to do.

If you find yourself in these situations with a customer or co-worker, you’re not alone. There are times when you need to get control of the conversation. They’re upset and you need to get the emotions down to begin moving toward a resolution. They’re talking non-stop, and you need to begin closing the conversation. There’s a lot being said but no real point being shared. Sometimes you just have other work that is being delayed by the conversation.

People who are great at customer service are inquisitive. But they’re not just inquisitive because they’re curious. They’re asking questions because they know that questions provide control.

Too many employees try to gain control by talking fast (not letting the customer speak), interrupting the other person, talking loudly, or using rude body language. But questions provide a much more professional way of taking control.

Your objective questions help you to get the kind of thinking and facts that draw down emotions. Your close-ended questions help to elicit shorter responses. Your targeted questions get at the key point or need. And your questions help you to become more productive by closing conversations more quickly.

You’re not using the questions to control the other person. Rather, you’re using questions to gain control of the emotions and direction of the conversation itself.

Become an expert at asking questions.

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