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Don’t Harp on the Customer’s Mistake - 6/24/25


Seth’s daughter, Sarah, had missed some swim classes, and Seth remembered that the aquatics center had several make-up classes available late in the summer.  So Seth pulled up the class schedule on his phone, found one that worked on his and Sarah’s schedules, and planned to attend a session Read more

Create Customers for Life - 6/17/25


Veronica has gone to the same automotive service shop for at least 20 years.  She bought a new car about a year ago, and this is the third car she’s brought to the shop instead of taking her car to the dealer where she bought it.  She’s had three Read more

Don’t Turn the Customer into the QA Department - 6/10/25


Roberta received a form with information filled in by the company after her conversation with the account rep.  Roberta just needed to review the information, fill in some of the blanks, sign it, and resend it in order to set up a new account. She noticed that the effective date Read more

Imitate to Improve - 6/3/25


Oscar Wilde said that “Imitation is the sincerest form of flattery.”  Now this doesn’t mean that plagiarism is the sincerest form of flattery.  Nor does it mean that great impersonators such as Rich Little, Dana Carvey, or Frank Caliendo are always offering flattering portrayals of those that they imitate. Wilde’s Read more

How the Customer Perceives a Truth as a Lie - 5/27/25


You’re the customer, you’re asking about an unused item that you’re returning, and you hear the employee say: “The refund process takes 7-10 days.”  You’re thinking: “Great!  I can get the refund check as early as a week from today!”  The reality is that the company means that they’ll Read more

Tell Customers What’s Next - 5/20/25


In most businesses that have been around for a while, how a process was originally designed is not how it currently operates.  Sometimes this change is referred to as “practical drift,” where the actual process moves further and further away from the documented steps over time.  Maybe the changes Read more

Questions to Guide You to Empathy - 5/13/25


“If I was him, I would do ABC…” If you’ve ever heard somebody say this - whether it’s a friend or acquaintance, whether it’s some TV reporter or podcaster - you may get as frustrated or as annoyed as I do. I get annoyed because we are not that other person. Read more

Negate the Nervousness - 5/6/25


The customer needed a loan, so he walked into the bank, but he was a little nervous.  He knew that launching his business would be easier if he had some working capital, but that’s about all he knew.  He was anxious because he didn’t know what to expect in Read more

Don’t Rush to Resolve Quickly - 4/29/25


The customer is angry, so you use the CSS LEAD technique as designed.  You, listen, empathize, accept responsibility, and deliver on a remedy.  But it doesn’t work.  The customer is still upset, and maybe even a little more frustrated than when you started…why?! If the use of this technique fails, Read more

Energy v. Apathy - 4/22/25


I asked a couple friends who are much more scientifically-oriented the question: What is energy?  I didn’t mean E=MC2.  I meant physiologically, what is energy? They described a lot of things that sounded really good, yet far too advanced for my non-medical mind. Part of the reason why energy is of Read more

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The Miracle of an Apology – 3/19/24

Posted on March 19, 2024 in Customer Service Tip of the Week Please leave a comment

Unfortunate but true story…

The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about to (or not about to happen), and to see what the customer wanted to do.  The only options were to wait for the late shipment or to cancel the order.

The manager was livid.  His employee had put the sale at risk by telling the customer about the impending delay and letting the customer know they could cancel.

The next day, the manager called the employee, was contrite, apologized profusely, and asked the employee to come back to work.

This employee was one of the best in the office.  She was being proactive with the customer.  She had the customer’s best interests at heart, and she was trying to provide good customer service.

The manager was so focused on the potential lost transaction that he didn’t recognize everything that his team member was doing, and why she was doing it.  He was so focused on that potential lost transaction, that he didn’t consider the magnitude of the loss of one of his best employees, the potential loss of her clients, the loss of trust and credibility with those employees who remained.

Fortunately for the manager, the apology worked.  It was basically a miracle that he could be so knee-jerk in the reaction one day, and the next day have the employee accept the apology and say she would return to work.

There are mistakes, and then there are MISTAKES.  And many of these mistakes are with our team members, our co-workers – not just with our clients.  Often, the best way to address the mistakes is to quickly and sincerely apologize.

To apologize is to humble one’s self.  The humility of an apology can sometimes work miracles.

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Define Customer Service Success Differently – 2/6/24

Posted on February 6, 2024 in Customer Service Tip of the Week Please leave a comment

When I’m watching television, listening to the radio, or listening to a podcast, it’s always interesting when the topic moves to the question:  How can you be a success?  The speakers often discuss the process of becoming a success with the assumption that people believe success is defined by fame, fortune, awards, power, position.

I believe success can be defined in a lot of ways having nothing to do with any of those accomplishments.  Sometimes those outcomes shouldn’t be the definitions of success.  So, especially as it relates to customer service, let’s define Success differently.

Noted below are three quotes.  Let’s look at how they apply to our work in trying to become successful in customer service.

Effort measures success better than outcome.

When we’re engaged with the customer or dealing with a difficult situation at the office, we can control ourselves, our response, or approach to the conversation.  We cannot always control the environment; we can rarely control the other people involved.  But the environment and the others involved affect the outcome of the situation.  So, don’t get down on yourself if the outcome wasn’t what you were hoping for or the overall tone of the conversation did not strike the right chord.  Define success as having done your best.

The cost of success is exceeded only by the cost of failure.

There’s rarely a perfect solution to a complex situation.  But in the vast majority of the cases, doing something gives you a better chance of success than doing nothing.  Deciding to respond to the e-mail or the voicemail when you don’t have an answer, instead of not responding at all.  Taking action on behalf of the customer instead of hoping that – by ignoring them – they will go away.  In customer service, the cost of doing nothing is a higher likelihood of failure, of losing the customer, of engendering that negative word-of-mouth, of creating bigger issues for your co-workers down the road.

Don’t be irreplaceable.  If you can’t be replaced, you can’t be promoted.

Too many people feel that knowledge is power.  They believe in hoarding information or their experience or their expertise so that only they can use it.  This is not only a sign of somebody who’s not a team player, but it can actually be a deterrence to career development.  If we don’t share with others and try to build up and support our teammates, why would leadership want to move us up knowing that they would have a void they cannot fill?

Don’t define success purely based on the outcome.  Define customer service success by your efforts, your willingness to take action on behalf of the customer, and your willingness to impart your knowledge and wisdom to others.

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Lift It Up – 9/12/23

Posted on September 12, 2023 in Customer Service Tip of the Week Please leave a comment

I worked with a great client for several years who was in a leadership role in the education industry, and she was the executive champion for a culture-strengthening initiative.  We were the outside firm helping to develop the overall strategy and facilitate the teams addressing the various aspects of the culture.

She often used the phrase Lift It Up.  If there was an important topic, concern, or goal that needed to be known more broadly throughout the organization or brought to the attention of leadership, she would say that we needed to Lift It Up.  If there was a best practice being utilized in one school which could benefit many other schools, she’d say that we needed to Lift It Up.

What it Means to Lift It Up

When you’re making the effort to lift something up, you’re making something a priority.  You’re making an issue or a concern or goal or an opportunity known.  Lifting something up is a positive thing; it’s like you’re recognizing the thing or the people that made that thing work, or that needs to work better.

How to Lift

So, let’s address this from a customer service perspective in a very tangible way, particularly lifting up positives.

Who can you lift up?  You can lift up the co-worker who does something above and beyond.  You can lift up your boss when they’re exhibiting the behaviors of exceptional leadership.  Lift up your customer for bringing something to your attention, doing their part in the process, or being kind and respectful, despite the circumstances.

What can you lift up?  You can lift up best practices of the facility or on a website.  You can note some change that made life easier on staff or on those that you serve.  You lift up examples of documents or posters that remind people of the organizational values or customer service standards.  You can lift up that information received from customers, sharing how that’s helpful.

To whom can you lift it up?  Lift it up to leaders so that they’re aware of excellence on the part of your co-workers or best practices that could be used in other areas of the organization.  Lift it up to your co-workers so that they feel appreciated.  And lift it up to customers for the same reason.

To infuse positivity and best practices in your organization, Lift It Up.

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