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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

What Phones and Football Have in Common - 2/11/25


Congratulations!  You made it through weeks/months of hype for football’s Super Bowl!  You made it through hundreds of pregame shows and podcasts, endless debates on things endlessly inconsequential, 10 hours of pre-game shows on Sunday, what seems like 100 commercials designed specifically for the “Big Game,” and the longest Read more

Create Awareness of Alternatives - 2/4/25


Sandy was hungry, and she was on the move.  Driving between meetings, she saw the restaurant sign and pulled in.  The fast-food restaurant had two drive-thru lanes.  One was for any customer who wanted to place an order on the spot. The other was for mobile orders only.  The Read more

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Making the Computer the Patient’s Friend

Posted on May 22, 2013 in Business Advice, Healthcare Please leave a comment

I had migraines – bad ones. It got to the point where I was taking aspirin almost daily, temporarily getting rid of the headache but also having painful effects on my stomach.

So my wife “encouraged” me to see a migraine specialist (or – as I put it – my headache doctor). And – over time – it worked; I haven’t taken an aspirin since that first visit 5-6 years ago, and my headaches rarely come back. But the reason I’m sharing this is that I read a study recently that reminded me of my headache doctor.

In 2012, the American Medical Association came out with a report on the use and impact of computers in exam room interactions between physicians and patients. The first time I ever had a physician appointment where a doctor utilized a computer in the room during my appointment was with my headache doctor. She used it to document notes, write prescriptions, review my history, and do many other tasks while I was with her – but it was never an issue. She used it well…

  • She positioned the computer where I could see what she was doing (so I didn’t have concerns about what she was documenting)
  • She didn’t complain about the computer (so there was no negativity added to the conversation)
  • She explained what she was doing (so I knew the reason she was documenting while I was present)
  • She was effective at navigating the application (so that the process didn’t delay treatment)
  • And she balanced her viewing of the computer with her eye contact with me as she typed (so I continued to feel important to her).

These are good lessons for anyone using the technology in front of the customer. The computer (or tablet or smart phone) doesn’t have to be a barrier to great customer service. It just needs to be used correctly.

Make the computer the patient’s friend.

Listen to our latest customer service podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/


Physician Clinics, Processes, and Patient Satisfaction…oh my!

Posted on October 4, 2012 in Business Advice, Healthcare Please leave a comment

A recent study noted in American Medical News evaluated multiple aspects of a patient’s experience in a physician’s practice and determined that the three most important aspects of the experience all related to the doctor. The doctor’s knowledge, time spent with the patient, and access to the patient’s medical records were of greatest importance to patients.

However, there are a few points that might not be so obvious. Six of the next seven most important attributes all dealt with process – ease of billing, efficient billing process, time spent in the waiting room, etc. We believe that the 3 drivers of customer satisfaction in any industry are Employee Attitudes/Skills/Knowledge, Service Processes, and the Product/Service itself. So this process impact is not surprising, but it’s important. Key Conclusion: Make it easy and efficient for the customer to do business with you.

But another point in the article is typically as important. Other studies have shown that 40% of customer dissatisfaction is because their expectations weren’t met. This article notes how many patients compare their experience at a clinic to their experience in other industries. So it’s time for physician clinics like most other businesses to look outside themselves to learn. If the Ritz-Carlton makes you feel special, what can a physician clinic learn from them? If a NASCAR pit crew can change four tires and fill a gas tank in 12 seconds, what can a physician clinic learn from them? If Amazon.com can enable a 1-click purchase, what can the clinic learn from them?

It’s not just for healthcare organizations like clinics; this “looking outside yourself” benchmarking approach should be undertaken by local governments, the business operations staff for sports teams, community colleges and other education industry organizations, and retailers alike.

Key Conclusion: Customers come in with expectations about your business based on experiences with other businesses. So look at other businesses to identify improvement opportunities in your own.

Make it easy for the customer to do business with you…and to enjoy the experience, too!

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/