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Transparency in Customer Service- 7/14/26


We’ve worked with a lot of clients in the local government sector, and many of these clients have Customer Service Standards and/or corporate values that include Transparency. Think about an old-fashioned transparency sheet, that malleable see-through page you put on an overhead projector.  You can see everything on one side Read more

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

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Transparency in Customer Service- 7/14/26

Posted on July 14, 2026 in Customer Service Tip of the Week Please leave a comment

We’ve worked with a lot of clients in the local government sector, and many of these clients have Customer Service Standards and/or corporate values that include Transparency.

Think about an old-fashioned transparency sheet, that malleable see-through page you put on an overhead projector.  You can see everything on one side of the document from the other side.  And that physical example has a lot of similarities to what transparency means in customer service.

Think about Openness, Honesty, Clarity.

Openness includes a willingness to say something that may be uncomfortable to share with the customer.  It’s the fact that a price increase is coming.  It’s a willingness to answer their question, even if it puts you and your organization in a negative light.  Therefore it’s 2-way: an openness of sharing, and an openness of listening to the customer and being willing to respond.  It’s letting them know you have a fee increase – not hiding it by saying you simply have a new pricing structure.

Honesty is obviously saying the truth, but again, it may not mean that you’re conveying the most positive side of your business.  You’re stating that you’re asking them to resubmit a document because there was an error on your end.  It’s letting them know that the delay was due to a keying mistake which caused the customer’s submittal to be put on hold.

Clarity is about effectively setting and managing customer expectations with some specificity.  Don’t say it’s only going to be “a minute” if it’s going to be literally 1 hour.  Avoid describing something as a “brief” review process when it’s going to be 10 business days.  It’s letting them know the specifics of time and place and people involved more precisely.

Just to be extra clear on one point, we can be open about good things, honest about happy news, clear about positive next steps.  Transparency is not inherently about communicating the negative, but a willingness to have those less-than-positive conversations is where many of us fall short.

If transparency is something important to you and your organization, focus on being more open, honest, and clear with the customer.

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Confirm the Customer is Cleared for Takeoff – 11/18/25

Posted on November 18, 2025 in Customer Service Tip of the Week Please leave a comment

An airplane pilot is told when they’re “cleared for takeoff” before they begin to accelerate down the runway.  The air traffic controller (ATC) has looked at everything in front of the pilot, on the runway and in the air space, and checked to ensure the pilot is good to go.  The ATC is there to ensure the pilot is set up for success.

Similarly, we want to make sure our customers are set up for success.  If there is any information about next steps or pathways or upcoming decisions, any clarification needed on the players involved in the situation that the customer’s dealing with, we want to make sure there’s clarity.

Here are some examples of the types of things to consider sharing with the customer to confirm they are ready for their version of the takeoff.  Is the customer clear…

  • How to get to a customer service representative?
  • How to locate the right item/office/information?
  • What options are available to them?
  • What their part is in a process?
  • Who the other employees are in the process and what will be their roles?
  • What the next step in the process is and when it will happen?
  • In general, how to get their question answered, their need met, or their issues resolved?

 
Then, even though the pilot is told they are cleared for takeoff, they verify it themselves, because they are the ones ultimately responsible for flying the plane.  Similarly, although we have all this information we want to convey to the customer so that they are clear, it helps for us to confirm with them that they actually are clear, that they actually do understand.

To set the customer up for success, before you end the conversation, confirm the customer is clear.

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How to Handle the Customer’s Error – 10/18/22

Posted on October 18, 2022 in Customer Service Tip of the Week Please leave a comment

Are all of your customers perfect?  Anyone?  Bueller?

Of course, customers are not perfect.  Neither are we, but let’s focus this Tip on what they do wrong and what we can do about it in a professional, positive, and productive manner:

  • When the customer isn’t clear, you respond: Is it OK if I ask you a couple of quick questions just to make sure I understand the situation?
  • When the customer doesn’t complete the form, you respond: To make sure we get this moving for you, I just wanted to get some additional information.
  • When the customer calls the wrong number, you respond: Since I’m not the best one to address that for you, let me get you in touch with the person who can help you.
  • When the customer goes to the wrong location, you respond: I’ll be happy to show you the best way to get to where you need to be.
  • When the customer leaves out some facts in a situation, you respond: Just to make sure I’m clear, I’m going to walk through my understanding of what we just discussed. Where they left out the facts, you ask: Now, what happened at this point?
  • When the customer gave you the wrong information, you respond: Unfortunately, I’m not able to pull up that account, but let’s try a different method.

 
Notice that we are avoiding blame.  We are using a lot of phraseology that deals with you, as the employee, gaining clarification or understanding.  We are not calling anything an error as much as we are using terms that convey we are making this as complete as possible, or getting the best person to address the need.  We are identifying what the issue is without noting who caused the issue.  We are often talking about why we are asking the question or talking about a particular topic.

When addressing the customer’s error, be professional, positive, and productive.

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