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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

When Patience Begets Patience - 9/2/25


Jennifer, the server, walked toward the couple in the restaurant.  The customers had been seated for a minute or two, and they noticed the server was walking briskly toward their table.  Jennifer recognized the couple she was about to serve, because they had been in the previous week. Since the Read more

Address the Expectations that Were Set - 8/26/25


Before the caller ever got to Marco – the customer service representative, the customer had been working with the company for months.  They had read the marketing brochures, had a conversation with a sales rep, reviewed the new customer information on the website, and read all the information e-mailed Read more

When Technology Fails the Customer - 8/19/25


Technology is a wonderful thing…until it isn’t.  The website is down, the mobile app won’t work, the system keeps kicking them out of their account, or they received a spoofing phone call supposedly from your department. If you’ve ever been manning the phones or managing the department inbox, you know Read more

The Misunderstood Physician - 8/12/25


I was speaking with one of my personal physicians years ago, and when we were talking about my work – particularly customer satisfaction research - he started talking about online physician ratings.  He lamented that a few low ratings were dinging his overall score.  Then he shared that the Read more

Uncover Silent Concerns - 8/5/25


One of the customer service statistics we have quoted many times over the years is:  For every complaint you do hear, there could be 26 other customer issues that you don’t hear. And when we bring up that statistic, we bring it up because we want to make sure companies Read more

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When Employees Fight Over a Customer – 2/4/20

Posted on February 4, 2020 in Customer Service Tip of the Week Please leave a comment

There’s nothing like the feeling of comfort I get from a warm greeting at a business establishment.  A feeling of “you are my most important customer” and “I cannot wait to serve you” brings a tear to the eye of a customer service consultant.  But that’s not the only thing that can bring a tear to my eye.

Walking into a fast food restaurant, I stood back from the cashiers to determine what I wanted.  After deciding, I walked to the counter and the two cashiers, both of which were available.  This is how the conversation started:

  • Cashier #1:  “Can I help…oh, she’ll take your order.”
  • Cashier #2:  “No, she’ll take your order.”
  • Cashier #1:  “No, she’ll take your order.”
  • Cashier #2:  “No…well, okay.  What would you like?”

 

This dialogue would have been very flattering had they substituted “I” for “she,” but the conversation made it obvious that, even though neither was doing anything, they’d prefer continuing to do nothing rather than help me buy their product.

Sometimes we complain about how many companies and many employees are more task-focused than customer-focused.  But this company was more focused on inaction than action.  While we desperately hope this experience is a rarity in your business, there are things to learn from the interaction that can help any business succeed.

First, hire people with not only the attitude of wanting to help others but also the energy to act on those impulses.  Next, come up with a mantra that promotes productivity.  One restaurant tells its staff to remember during slow times that “if you’re leaning (against the wall) you should be cleaning.”  Finally, create a proactive work environment.  The more reactive a culture is, the more likely they are to be passive when there’s not a fire to fight.  Proactive cultures promote the seeking of action and progress.

Work to create an atmosphere of “I’ll take your order.”

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Avoid the Greatest Tragedy in Customer Service – 8/28/18

Posted on August 28, 2018 in Customer Service Tip of the Week Please leave a comment


The greatest tragedy is indifference.

That statement is attributed to the American Red Cross, and it applies to the world of customer service as well. The first requirement for consistently great customer service is caring about those you’re serving, and caring and indifference are polar opposites.

It’s tough to be indifferent and do what’s best for the other person. It’s difficult to be indifferent and to understand the other’s situation. It’s a challenge to be indifferent and to anticipate the other’s needs.

The know nothings are less of a problem than the feel nothings.

The author of this quote is unknown, but it ties into the first quote. To care, to avoid indifference, it helps to feel for the other person. But not all of us are the emotional type; not all of us are “touchy feely.” So how do we convey we care, how do we avoid indifference, how do we deliver great customer service if we’re not big “feel” people?

Take a cognitive approach. Think of the opposite of indifference as “making a difference.” What can you do to make the other person’s day easier? What one thing can you do to make them more comfortable? What one question can you ask to find out what’s most important to them? What can you do to move them one step closer to a goal? What one thing can you tell them that will make a process more clear or make them a little more confident?

To avoid indifference, think of that one little extra you can provide.

Avoid the perception of indifference by making a difference.

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Do They Feel That You Care? – 2/28/17

Posted on February 28, 2017 in Customer Service Tip of the Week Please leave a comment


Let’s first start by stating the obvious – you can’t control how others feel. Many of us have trouble at times controlling (or even understanding) our OWN feelings.

So what’s up with the title of this Tip of the Week?

I was watching a video created by one of my clients, highlighting a staff person known for her great customer service.

One of her points was telling. A goal she has in every interaction with anyone (customer, co-worker, vendor – anyone) is that they feel that she cares.

She is answering their question. She’s researching their bill. She’s addressing their complaint. Maybe she’s briefly chatting with them in the hallway. She could be in a meeting with them. Possibly she’s the presenter at the meeting.

No matter what she’s doing – she consciously thinks “I want this person to feel that I care.” WOW!

She knowingly can’t control their feelings, but she has a desire for people to feel that she cares.

I do something similar that I’ve written about previously; while I’m speaking to someone, I often think to myself “this is the most important person in the world to me at this moment.”

It’s amazing what that conscious thought does naturally to your level of patience, your focus, your eyes and expressions, the words you decide to use, and the tone of voice that comes through your lips. But I’m not consistent like this person. She’s an all-the-time person.

Why does she try to do this 100% of the time? Maybe she figures that if she tries 100% of the time, she may succeed 80% – and that’s pretty awesome! Maybe she does it because it aligns to her personal values. Maybe she wants to feel cared for, and this is her way of providing what she wants to receive. Maybe she wants to make the (working) world a little better place.

Whatever her reason, let’s try it ourselves. No matter what action you’re taking with or for someone else, tell yourself “I want this person to feel that I care.”

See if it changes the dynamic of the conversation. See if it changes THEIR attitude. See if it changes YOUR day.

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