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Use AI to Improve Your Performance - 7/23/24


Many companies are integrating Artificial Intelligence (AI) into some aspect of their business.  This could greatly change how they operate, how they communicate with customers. This AI wave reminds me of a story from 20+ years ago when a stock brokerage firm launched a new website that greatly enhanced the Read more

The New Burger Experience - 7/16/24


Floyd loves a good hamburger. Any chance he gets to try a new spin on an old standby, he takes it. Recently, a burger joint opened near his house, and Floyd was very excited! It was owned by and named for a world-renowned chef, so it had to be Read more

Boost Customer Happiness - 7/9/24


There’s a cooking show that a friend of mine watches, and the premise is all about reverse engineering food.  They may take a Reese’s Peanut Butter Cup, analyze it, and determine the ingredients just by tasting it.  Then they figure out a recipe.  The cook will try to make Read more

Brainstorm to Better Yourself - 7/2/24


I’ve led enough sessions with clients on continuous improvement topics to have solid experience on how to lead ideation exercises, brainstorming to develop new ideas.  Oftentimes these sessions start with the right question; the first answers may not be the ultimate solution, but they can serve as a jumping Read more

The Power of the Pause - 6/25/24


When I’m facilitating a meeting, and it feels like it’s going off-track or the discussion is going a little longer than it should, I may say something like “let me pause the conversation so that…” or “let’s pause just for a minute and consider…” I don’t like the word STOP. Read more

Handle Interruptions Heroically - 6/18/24


In the middle of a project, Jimbo, the customer service team member, had to stop what he was doing because he received an e-mail from a customer complaining about their experience at a recent event. Later that day, Jimbo was asked by his boss to put everything on hold for Read more

From Employees to Teammates: The Shift - 6/11/24


Be a great teammate. Be a good team player. We’re all part of the team. We’re no longer employees, we’re team members! The phrase “Team” is used in describing co-workers so much more than it was used years ago.  Then, we would be talking about employees, talking about staff, talking Read more

Nurture New Relationships - 6/4/24


Freddie was a new business owner in town.  He was launching a franchise, had acquired some funding from a local bank, and was in search of staff who cared about customer service. All the while, he was in the process of renovating a storefront for his business, so he was Read more

There’s Positivity in Patience - 5/28/24


The employee at the financial services firm was working with a new client on a relatively simple loan.  The documentation was about as clear as it could get to the employee, but the customer had lots of questions.  The employee calmly, clearly, and specifically answered each question.  The meeting Read more

The Goal – A Great Experience - 5/21/24


The following is a narrative of a great experience (people, process, service, facility) at a minor league sporting event – key points that could apply to any business are in bold… Mark and I pulled into the parking lot, excited about the game.  The Slapshots had been on a roll Read more

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I Know It When I See It – 7/28/15 TOW

Posted on July 28, 2015 in Customer Service Tip of the Week Please leave a comment

“I know it when I see it.”

In 1964, a United States Supreme Court justice used these words to determine whether a movie was an “obscenity” or not. He couldn’t define an obscenity with words, but he concluded that this particularly movie couldn’t be accurately described using that word (or other words the plaintiffs were using…).

It’s 51 years later, and for some reason that quote applies to a lot in life. Some things are hard to define, but you know it when you see it. Believe it or not, mediocre customer service is one of those things. I’m not talking terrible customer service – that’s typically easier to note than great customer service, but I’m talking about the little things that differentiate the below average from the above average, that differentiate the predictably poor from the predictably good, that differentiate those that don’t care from those that do care.

There is no perfection in life. There is no perfection in serving customers, either. It is as much an art as a skill or an attitude. It’s not pure science, but there are examples of that better interaction that show you that the person or the company got it right in customer service:

  • When the employee greets you they either stand or remain seated.
  • They either smile or they frown.
  • Either their eyes are engaged with you or distracted.
  • Either they face you or they don’t.
  • They either say “I’d be happy to help” or “no problem.”
  • When you turn in information, they either respond “that’s perfect,” or they don’t respond at all.
  • They either say “I’ll call you back,” or they say “you call me back.”
  • They either apologize for the company’s error, or they avoid the apology.
  • They either thank you for your time and question, or they end the call in silence.
  • Either they ask you questions, or they wait for you to ask them questions.
  • They either go to you, or they wait for you to go to them.
  • They either confirm what you need, or they assume it.
  • They either confirm you got the need met, or they move on to something else.

These examples don’t necessarily illustrate the “WOW!” moment, but they illustrate the little things that create consistent excellence.

When it comes to the consistently positive customer service experience, the customer knows it when they see it.

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No, You’re Right – 3/10/15 TOW

Posted on March 10, 2015 in Customer Service Tip of the Week Please leave a comment


Everybody likes Sam, but it can be frustrating talking to him. In response to every idea and every question, he always starts the sentence with “No.” Even if he agrees, the response starts with “No” such as “No, you’re right.” It’s not that Sam’s being disagreeable, but it’s just the way he talks.

Sam’s a great guy, but until you get to know him, this “starting with ‘No’” habit makes him come across as negative. There’s a local radio personality that does this, too – whenever I hear his voice and that first “No,” I turn the station.

We often say that – until people really get to know us – they judge us largely by our body language and tone. And if you have a habit of saying something repeatedly that brings a negative vibe to the conversation, they’ll judge you by that phrase as well.

So be aware of and intentional about the words you use, but also keep in mind that we need to work toward positive conversations with others, and much of the positive/negative direction you go in conversations is based on the questions you ask.

Don’t ask the co-worker “Would you mind doing this for me?” If you do so, you’re forcing those that are willing to help to tell you “No, I don’t mind.” Instead ask “Could you please do this for me?”

Don’t ask the customers “Would it be an issue if I put you on hold for two minutes?” Again, you’re forcing the considerate customer to say “No.” Instead ask “Could you please hold for no more than two minutes while I investigate this for you?”

Remember, most people don’t like engaging with negative individuals, developing relationships with negative companies, or being asked questions that force them to respond No, No, No.

To add a positive tone to conversations, ask questions that elicit a ‘Yes.’

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Body Language Tips from Other Experts – 2/17/15 TOW

Posted on February 17, 2015 in Customer Service Tip of the Week Please leave a comment


Sometimes it’s as important to admit what you don’t know as what you do know. By understanding the gaps in your knowledge or expertise, you allow yourself to be open to learn. You allow yourself to grow personally and professionally.

I pride myself on being able to read others’ body language and being very intentional about my own expressions, gestures, and other non-verbal cues when needed. But I’m not THE expert, and I don’t know anyone who has that title. However, I read this online article (17 Tactics For Reading People’s Body Language) with enough specific and interesting tips, that I wanted to share it with you.

In particular, note the use of the open palm to convey honesty; it’s akin to taking notes at a meeting; when I do so, I always leave my tablet flat on the table, in plain sight of the customer so they could easily read any note being written. This helps them to trust me more and become more comfortable in the conversation.

The article talks about a lack of crinkles around the eyes as being a red flag about a fake smile. I’m BIG on the eyes – making good eye contact, smiling with the eyes, watching other’s eyes. You can sometimes truly see into the soul and spirit of others through their eyes.

Finally, see “If they mirror your body language, the conversation is probably going well.” I don’t often look for people to mirror my body language, but I’ll often mirror theirs if they seem uncomfortable or not open at first. If I can get them to relax their body, open their arms, open their hands, then I’m sensing that they’re feeling more comfortable and open. And in customer service, the customers will become more confident in your response if they’ve first become more comfortable with you.

Be yourself. Be sincere. Be genuine.

And also be the best you can be with your body language.

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