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Energy v. Apathy - 4/22/25


I asked a couple friends who are much more scientifically-oriented the question: What is energy?  I didn’t mean E=MC2.  I meant physiologically, what is energy? They described a lot of things that sounded really good, yet far too advanced for my non-medical mind. Part of the reason why energy is of Read more

Prep Enough to Personalize - 4/15/25


Everybody loves Howie.  He is an account rep for the local air conditioning and heating company.  When I say Everybody loves Howie, I’m definitely talking about the customers.  His co-workers love him too, but customers are especially fond of him.  They seem to really enjoy their conversations with him, Read more

Get Your Customers to Brag, Not Bolt - 4/8/25


Here are two customer retention concepts that we discuss with some sports clients: BIRG and CORF.  BIRG is Basking In Reflected Glory.  CORF is Cutting Off Reflected Failure. You want BIRG.  You want the customers feeling so good about your organization that they want to be a part of your Read more

Narrow Your Focus to Seek Excellence - 4/1/25


You’ve probably heard companies use phrases such as: “We want to go from being good to great.”  Maybe they’ve said: “We strive for perfection, and although we’ll never reach perfection, maybe we can achieve excellence along the way.” These organizations find some kind of a catch phrase or slogan, but Read more

Avoid the Unfriendly Ghost - 3/25/25


Last week we talked about the qualities of “PERKI Customer Service,” essentially what attitudes and actions are characteristics of those who provide great customer service.  This week, let’s take the opposite approach.  What are some of the mistakes that people make?  Maybe these are mistakes of omission or commission; Read more

PERKI Customer Service - 3/18/25


After having worked on hundreds of projects over the years with thousands of thousands of individuals, some things become pretty clear. There are certain traits held by people who are great in customer service.  Look at this list, and do a self-assessment.  Which apply to you? Positive and Patient Do you Read more

It Helps to Downshift - 3/11/25


One of the first tips I heard when I was learning how to drive related to what to do when the brakes fail - downshift.  Shifting into a lower gear can slow down a moving vehicle.  I would explain this in technical terms to you, but considering I’m not Read more

Patience is… - 3/4/25


Patience is a…pain in the neck.  Why is it so hard to be patient?  Those of us who work in customer service know that we constantly have to show patience with our customers.  We’re ready to move to the next step or the solution because we’ve heard this issue Read more

Everybody Doesn’t - 2/25/25


Joey received the compliment, but he was confused.  Paula, his boss, and Joey had their monthly one-on-one meeting, and Paula noted that, although he was new, Joey was already doing a great job!  While there were learning curves on some of the organizational policies and the technology that he Read more

A Simple Phrase to Transform Your Customer Feedback Approach - 2/18/25


I went to a restaurant called Big Ed’s (no relation) in Raleigh, NC recently.  It’s basically country cooking with fantastic breakfast options!  On the menu there was a quote that said: If you enjoyed your meal, tell a friend.  If not, please tell us. That was an excellent statement that embodies Read more

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Bring Warmth During Winter – 12/29/20

Posted on December 29, 2020 in Customer Service Tip of the Week Please leave a comment

Winter is upon us.  Now, winter can mean different things to different people in different regions, but just the word conjures up cold.  It conjures up visions of snow.  It conjures up feelings of wind and lack of warmth.

Although some of us may like the cold at times of year or around certain seasons, we don’t like the cold at the start of a conversation.  And oftentimes, customer service representatives can come off as being cold right at the beginning of a customer conversation without ever meaning to do so.

The customer makes their request, and this is how the employee responds:

  • What’s your account number?
  • What’s your name? What’s your phone number?
  • To confirm your account, I need your mother’s father’s wife’s daughter’s maiden name…spelled backwards.

 
While all this information might be valuable, there is typically little warmth associated with the words.  There’s virtually no communication of wanting to help that person or caring about that person’s needs that’s conveyed through the phrases used by the employee.

By simply responding to a request with a few key words or phrases, the conversation can start much warmer, much more pleasant, and take no more time than 1-2 seconds additional.  How about starting with:

  • I will be happy to help you with that request.
  • We can definitely address that for you.
  • I can help with that right away.
  • Great! That’s something I can take care of for you.

 
Simply sprinkle a “happy” or a “definitely,” a few “for you” expressions or “I can help” into your initial response to the request, and the tone and warmth of the conversation will start in the right direction.

Bring warmth to the beginning of your customer conversation.

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Increase Research for Improved Customer Relations During COVID-19

Posted on August 11, 2020 in Business Advice Please leave a comment

What makes a relationship? Many actions can make or break a relationship, but all solid relationships require at least two things: Communication and Caring. And customer relationships are no different in this respect.

No Communication = No Connection

If we don’t have some frequency of dialogue with the customer, then we not only are not top-of-mind, but we’re not even “bottom-of-mind.” We are not in the mind. They don’t think of us, they don’t consider us because the relationship has gone stale.

Now caring is in the eye of the beholder. How one person defines whether they are cared for by the other may differ from individual to individual. But if we put things in the context of the customer relationship, there are some more consistent realities. Communicating with the customer just to sell isn’t relationship-building. A lack of communication isn’t relationship-building.

What Caring for the Customer Requires

Caring requires that people feel like they’re viewed as an individual – that we value them. It requires that we usually listen more than talk. It means that we try to understand their issues, needs, and goals, and – if they want more than the listening ear – we address those issues, needs, and goals.

So much of what I just described suggests that we can – and MUST – improve customer relations through research, and CSS is conducting a great deal of research in this COVID-19 environment because our clients understand this truth.

Customer research done correctly involves a company asking a customer a question. It involves the company seeking information from the customer, ultimately for the customer. Sometimes, well-designed research instruments convey caring for the customer and valuing of the customer just by how the tools are worded and what questions are asked.

Design with the Customer in Mind

What do you need to know about the customer to help them? What do you need to learn about them to best serve them? How do you identify their priorities, their issues, their concerns, their perceptions, their preferences? And how do you construct these questions in such a way that you convey that you care? We’re talking about research, and we’re not necessarily saying it’s purely web-based surveys. This can include one-on-one interviews, phone follow-up from account representatives, or check-in calls from staff. This could include informal e-mail requests, or it could include facilitated ZOOM focus groups.

Whatever it is, do enough of it to know enough about as many of your customers as possible to help them. If you professionally design with the conveying that you care in mind, you will improve customer relations.


6 Ways to Provide Something Extra – 4/14/20

Posted on April 14, 2020 in Customer Service Tip of the Week Please leave a comment

Winnie and Wayne ordered take-out last week, and when they brought their food home, they put the bag on the kitchen table and started unloading.  As they were pulling out the boxes, they noted two little handwritten notes. Each was a Thank You Note written by a different employee – one for each customer.

True story. Simple gesture. Special to the recipient, especially considering how exceptionally tough times are in the restaurant industry.

Sometimes when we are hurting, the best thing to do is to give a little extra to somebody else.  Sometimes when having customers knocking on your door every day is no longer a given, we need to do a little something extra.

Here are some “something extras” that we can consider doing for customers in the days where we’re currently living:

  1. Send that handwritten Thank You Note to a customer.
  2. Call or e-mail someone in an informal and personalized way just to check on them.
  3. If you find something that is helping you mentally, physically, spiritually, share that with others that you think may be open to that type of example.
  4. If you are waiting on something for the customer to do to complete a transaction or to get a process moving, either do it for them and let them know, or give them a quick call or text as a reminder to help them keep things moving.
  5. In e-mails and calls, don’t just share the facts, ask how they’re doing and convey that you hope they stay safe.
  6. In a “Stay-at-Home” world, find ways to virtually provide/receive information so they don’t have to make a trip.

I’m heartened by how much people are rallying around each other and, in many ways, being more collaborative and less conflict-oriented.  Many of these behaviors are simply reflective of a more caring culture.

Find some ways to give something extra.

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