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Stay Calm When the Customer Isn’t - 2/24/26


There are all sorts of others’ emotions that you have to deal with as a customer service professional.  The other person could be anxious or upset, they could be angry or agitated.  It can run the gamut of emotions, but for you to deal with them in the best Read more

Don’t Begin with the Dead End in Mind - 2/17/26


Habit #2 of Stephen Covey’s “Seven Habits of Highly Successful People” is “Begin with the End in Mind.”  It speaks to the need to have a clear vision or goal for what you’re trying to ultimately achieve, so you understand the purpose of what you’re doing.  It helps you Read more

Explain without Over Explaining - 2/10/26


The customer has a question, and we have an answer.  They need to learn something, and we’re in the position to be the educator.  There’s a process they have to go through, and we need them to understand. We know so much, and we could impart so much, but sometimes Read more

Look for a Stop Sign - 2/3/26


As a customer service professional, what you say matters.  The information you’re providing is useful.  The direction you’re giving the other person is helpful.  But... As you’re speaking, you also need to be reading.  Reading the other person.  Watching the customer, determining whether and how they’re receiving what you’re sharing.  Read more

When They Want the Supervisor - 1/27/26


Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to Read more

Identify Your Point of Empathy - 1/20/26


I was watching a webinar recently on empathy.  The speaker mentioned that empathy - to a large extent - is something that you are born with.  It’s something that’s very difficult to learn.  And while I agree that some people are predisposed to being empathetic and understanding of others Read more

Pressure is a Privilege, but... - 1/13/26


When athletes are asked about the pressure of a playoff match or a late-game situation, many times they will say that “pressure is a privilege.”  In other words, usually pressure exists because you’re in a match that matters most.  It exists because you are a player put in a Read more

While I’ve Got You on the Phone… - 1/6/26


I’m a big planner.  Whether it’s strategic planning or planning out the year or planning my week first thing on a Monday morning, I like to plan.  I do this because it gets all of my action items documented and ensures that I have some understanding of what I Read more

Pass the Quick Impression Test - 12/30/25


Some studies have shown that people create an impression of you in less than a second when they first meet you face-to-face.  Other studies have shown that that initial impression can take up to 7 seconds.  Regardless, first impressions are quick.  First impressions are not always the lasting impression, Read more

2025 Holiday Poem - 12/23/25


We hear the word change And that change can be good, But we like things to stay same, And sometimes they should.   The weather can be wet And then dry as a bone. We know things will change, Even if all left alone.   Our customers change. Our co-workers do, too. It seems like our resources Are often too few.   The technology Read more

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Appreciation Multiplies – 9/19/17

Posted on September 19, 2017 in Customer Service Tip of the Week Please leave a comment


Aaron did a GREAT job on the project! Working in the graphics shop at the company, he would help his internal customers address many different design and production needs. But there was something a little different this time.

This time, Jackie – his customer – sent a note of appreciation to Aaron’s boss after the project was completed. The boss – Mark – replied to Jackie and noted how consistently high quality is Aaron’s work. Mark noted how patient and calm Aaron is with customers. And Mark highlighted how Aaron’s customers feel “cared for” and “confident.”

Mark said that he’d share Jackie’s kudos in their monthly department newsletter and share the feedback with his entire team at their next meeting.

Aaron didn’t do good work for Jackie to get all this appreciation, but the appreciation still came. From Jackie. From Mark. Through e-mails and newsletters and meetings. In specific descriptions and in sincere tones. Appreciation came.

But what’s more, appreciation multiplied. The Thank You’s not only came in many forms, but many people now heard what attributes are appreciated by customers and what behaviors are desired by leadership.

When you are appreciative of the efforts of others, remember that conveying appreciation is a necessary thing, a good thing. Sharing that appreciation lets the other person know what they did and how they did it was “spot on.”

And sometimes, that appreciation multiplies.

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Words of Encouragement – From You and For You – 8/8/17

Posted on August 8, 2017 in Customer Service Tip of the Week Please leave a comment


Comfort and Confidence. These are qualities you want to build in your customers. Their comfort level in working with your organization. Their confidence in you and your business.

And these are qualities staff generally want as well – to be comfortable and confident. When I note that employees want to be comfortable, I’m not saying comfort to the point of being unchallenged or apathetic. I’m saying comfortable enough in the environment where they can be open in sharing their views and ideas, and be open to hearing the perspectives of others as well.

It’s best to have comfortable and confident customers and co-workers because trust is more easily created, relationships are more fully developed, and loyalty is more easily engendered.

So let’s address how to build comfort and confidence by simply being encouraging of others. You could tell customers:

  • You completed the first step in the registration process – good job!
  • You did everything right so far! We just have one more step.
  • You asked excellent questions or That’s a great question!
  • You’re making great progress.
  • You’re definitely doing your part.
  • You called the right number.

For co-workers, you could say:

  • You’re always so organized.
  • You made this process so easy for me.
  • Thanks for being so responsive.
  • Your preparation made the process flow very smoothly.
  • I love how you handled that situation.
  • Great job on the report!

Why are we talking about words of encouragement? Because they convey appreciation, and they also reinforce positive words and actions of the person you’re speaking with – words and actions you’d like to see repeated. So those words of encouragement actually help you as well. Your encouragement creates an environment where the other person is more comfortable and confident that what they did (those words and actions that made YOUR life a little better) is something they should do again.

Offer Words of Encouragement to help others build comfort and confidence.

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Make Complaints Constructive – 7/18/17

Posted on July 18, 2017 in Customer Service Tip of the Week Please leave a comment


Sandy aspires to be an excellent manager. She’s new to a leadership role and new to the organization. She’s come into her department with a ton of passion and energy. And now she’s in the middle of her “listening tour” – talking to different groups of employees, understanding the department’s history, its culture, and its approach to customer service.

In the middle of her third meeting, all her passion and energy started to get sapped – minute by minute, complaint by complaint. She was listening to staff, but it had turned into a gripe session. Literally nothing she was hearing was positive. Issue after issue was voiced. Sandy thought about asking – “What is something/ANYTHING positive going on in the department?”, but she didn’t want to have her staff feel like they couldn’t voice complaints to her or that she only wanted to hear positives.

So she asked a different question: What are some solutions to the issues we’re discussing?

Crickets. Nobody said a word, for 5 seconds, then 15, then 30.

Sandy gave into the silence and said: For example, what can be done differently, more consistently, or better relating to communications, planning, decision-making, relationship-building – just the general work environment?

And finally, people started offering ideas – not a ton of ideas, but it changed the dynamic of the conversation. The tone became less negative, and staff offered some great solutions to consider.

There are many lessons to learn from this, but let’s focus on two.

First, managers, listen to your staff. Communication is a 2-way street, and that bi-directional dialogue is great for understanding culture, morale, and even customer viewpoints from those closest to the customers – front-line staff.

Second, growth only comes through change and improvement, so complaints without solutions aren’t productive – they don’t lead to improvement and growth. Staff should support leaders with ideas to complement the complaints. Likewise, when dealing with complaining customers, sometimes asking the customer “What could we do to make this right?” or “What solution would help in this situation?” could make our lives as service providers easier – with customers offering solutions for us to consider instead of employees having to conjure up all the creative ideas themselves.

Do you have a complaint? Are you dealing with a complaining customer or employee? Consider tapping into the ideas of those complaining to identify potential solutions.

Make Complaints Constructive.

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