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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

Listen with Your Eyes - 1/28/25


Out of the corner of his eye, Patrick saw the customer enter the lobby.  The customer was carrying a large shoulder bag with several papers in her hand.  The customer was shuffling the papers and looking down; then she stopped, looked up, and saw the staff navigator sitting at Read more

When You’re the Educator, What Should You Teach? - 1/21/25


The best customer service professionals are also excellent educators.  Not only within the organization, but I’m talking specifically about the role they play as educator with their customers.  With all the self-service options that technology provides, customers often have the opportunity to do things on their own, to investigate Read more

Wrap It Up Right: Why Follow-Up Communications WOW Customers - 1/14/25


Dena had some questions about her water bill, so she looked for answers on the utility’s website.  She didn’t find specific answers, and she really didn’t want to get on the phone with somebody at the time and risk staying on hold.  She had lots going on, but she Read more

From Conversation to Connection: Defining Customer Engagement - 1/7/25


Maggie was sitting in the Service Excellence Training class, and the instructor kept talking about staying engaged with the customer.  Proactively engaging the customer.  Being fully engaged in the conversation. After hearing this same phrase (“engage”) used in various ways, Maggie raised her hand and asked a question probably several Read more

Self-empower for the New Year - 12/31/24


Jeff joined the company, in part, because he loved their approach to culture.  Leadership tried to create an empowerment culture.  They tried to develop an environment where, within certain parameters, individual team members could make a decision and feel confident that they would be supported by leadership. The reality was Read more

2024 Holiday Poem - 12/24/24


I sometimes hear it said That things have never been like this before. That challenges are unique, That stresses seem like more.   I sometimes hear it said That we're asked to do much more with less. That workloads are increasing, And we're resource-constrained at best.   And others often say That things are really very good. That they enjoy those Read more

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Have a HOFAS Talk – 11/10/15 TOW

Posted on November 10, 2015 in Customer Service Tip of the Week Please leave a comment


I was dealing with an issue at a non-profit organization where I volunteer, and the employees were in a disagreement about how to handle a situation. There was no shortage of opinions, and the rumor mill was rampant. Much of what was said behind the proverbial closed door was negative about “them,” whoever “them” was to the one speaking.

To begin to deal with the issue, we began to facilitate small group conversations. The goal was for people with differing opinions to talk out in the open with each other so – eventually – everyone would have a fuller understanding and some empathy for others. This would create the platform from which progress and decisions could be made.

I bring this up because the 5 core principles we used in the conversations could be applied to most significant issues you might have with an irate customer or co-worker. The acronym to remember is HOFAS:

  • History – Get the facts of the situation, the background clear. Ensure that you’re starting the conversation with the same understanding.
  • Opinions – Encourage people to offer their perspective. Try to avoid arguing with their opinions; remember that those are just opinions, not facts, and people are generally entitled to opinions.
  • Feelings – Let them get the emotions out. If people can vent, they can usually blow off steam and begin to calm down.
  • Alternatives – Identify potential next steps, sometimes soliciting their ideas for resolutions, and often trying to identify more than one solution in order to offer everyone choices and flexibility.
  • Solutions – Determine which action to take, and which solution to pursue. Confirm what you all decided would be the next steps and timeframes.

 
You want to start these conversations by noting the 5 core principles and sharing that all comments should be provided in a manner that’s helpful and respectful. This reinforces the desired tone of the conversation and suggests that the discussion be about the issue, not the individual.

When dealing with the irate customer or co-worker, ensure the other person gets to talk. People want to be heard and to feel that they matter.

Have a HOFAS talk.

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Make 5 Minute Presentations to Co-workers – 11/3/15 TOW

Posted on November 3, 2015 in Customer Service Tip of the Week Please leave a comment


My customer service consulting firm conducts many visioning workshops for clients. The workshops can address the Mission, Vision, Values, Core Beliefs, Statements of Desired Culture, and Definition of a GREAT Client Experience.

At the client’s request, two of this year’s Visioning workshops have incorporated something different and interesting. The Visioning work is necessary because these particular clients are growing, and with new staff and – at times – new functions, there is a lack of understanding that’s developing.

Who works in other divisions? What do they do as individuals? What do they do as a division? How do they impact me? How do I impact them?

Issues can arise because of a lack of understanding of others serving the same customer, others who are “my internal customer,” or those that “serve my department.” There’s miscommunication. There’s a customer being misdirected. There’s one department operating as normal without realizing they’re causing problems and customer complaints for another department.

As a part of these workshops, early on we have leaders of key departments or divisions make 5-minute presentations to others in the room. The presentation can be in any format and any level of formality desired – flexibility is offered to the presenter. However, the focus of the presentation has no flexibility. Every presentation has to answer this key question:

What does your division do for the customer?

If the presenter would like to present other information, they could provide information on services, functions, and/or benefits to the customer. Q&A follows, understanding of common customers and interrelationships are brought to light, and a movement toward a common vision can now begin.

It’s amazing what benefits can result in simple five minute presentations, Q&A, and seeing what everyone in the organization does framed around the customer.

Frame conversations around the customer. Make 5-minute presentations to co-workers.

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A Great Co-worker Question – 8/4/15 TOW

Posted on August 4, 2015 in Customer Service Tip of the Week Please leave a comment


In working with a client on a culture change initiative, we were discussing how employees can best form relationships and support each other. Some members of our culture team talked about how employees often ask each other “How are you?” – which is positive, but it’s usually done out of habit, and the expected and typical response is simply “fine.” There’s no depth in the question and response, no real desire to have a greater understanding of the other person and enter into dialogue.

So what is the question to ask? Is it “Can you tell me your feelings today?” Is it “T’sup?” How about “What can I do for you?”

Try this: “What do you need?”

Asking a co-worker this question means that you want to help them. From a business perspective, you’re focusing the question on needs, not wants. It’s a better question than “What can I do for you?”, because the co-worker may not know what YOU CAN DO, but they do know what THEY NEED.

The need could be a simpler method of accomplishing a task. It could include stress relief or rest. The need could be a good performance evaluation. The need could be someone to talk to about their frustrations.

Asking about the need opens the door to a relationship with others and to helping others.

If you want a deeper relationship with co-workers and you want to help them as well, ask them this question.

What do you need?

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