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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

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

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Paint a Picture, Take a Picture – 2/5/19

Posted on February 5, 2019 in Customer Service Tip of the Week Please leave a comment


Many of us are visual learners. In order for us to understand the concept, we need to be able to see the concept illustrated. And by seeing the concept illustrated, I’m not just talking about taking something that somebody says and merely typing it into an email. I don’t mean simply providing detailed instructions line by line. What I do mean is literally seeing a picture.

Many times over the years, I’ve been trying to describe a strategy, process, or some key steps to a client that they need to take to be successful in whatever topic we’re discussing. And at some point, it’s clear that they’re getting part of what I’m suggesting but not all of it. So, I will either take out my computer tablet or a sheet of paper, and I will draw a simple diagram. Then their eyes light up! They understand the concept, and they often ask if they can keep that piece of paper or ask if I can send them a softcopy of what I wrote on my computer screen.

For many of us, when we hear hundreds of words mesh together to describe a series of next steps or a process, the words blur. We either lose focus, or there is a particular step or phrase that diverts our concentration. To avoid this when working with customers, we need to move those hundreds of steps to a simple graphic of 3-5 connected boxes. It simplifies it for those of us who are visual.

Take a Picture to Jog their Memory
Just as in the example that I shared where they asked to keep my sheet of paper, think about your pre-printed documents – maybe it’s the procedures on a wall poster. Maybe it is a hardcopy document that you were viewing with the customer about a contract, a policy, an agreement, or a process. Don’t expect people to remember what we say no matter how wonderfully we explain it.

Have them take a picture of it with their phone or give them a QR code so that they can go to the exact URL using their phone camera. Make sure that this visual representation that you provided to them is something that they can take with them to remember and refer back to in the future.

When having a conversation with a customer, gauge how well they’re understanding what you’re conveying.

When needed, paint a picture, and – so they remember – let them take a picture.

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Words that Convey You Care – 10/30/18

Posted on October 30, 2018 in Customer Service Tip of the Week Please leave a comment


Of course you care about your customer and your co-worker. You wouldn’t be reading these tips, trying to learn and improve, if you didn’t care. But sometimes that caring doesn’t get translated based on the words that we may use. So, we’re going to walk through 3 different scenarios, and for each scenario we will suggest what NOT to say (Because it may convey that you’re indifferent), and we’ll offer alternatives on what TO say to convey you care.

SCENARIO 1: The customer requests something from you, and you’re not sure it can be done.

  • Don’t say “That probably won’t work.”
  • Tell them that “I HOPE we can help…” The word “hope” displays your desire to help. Then, explain how you’ll investigate their request.

SCENARIO 2: The customer requests that you personally do something, but it’s not your responsibility.

  • Don’t say “That’s not my job.”
  • Tell them “Let me get you in touch with the person who can best help you with that.” This response conveys you’ve taken ownership at least to the point of getting them in touch with the right person. You care enough to help them get their need met.

SCENARIO 3: You are asked to help with something that is a low priority to you (although it’s a “big deal” to the customer).

  • Don’t say “That’s not important” or “That just doesn’t matter” or “That’s a low priority” or “That’s not a big deal.”
  • Say “I understand that this is important to you. Let’s see what we can do.” You acknowledge – with your words – the importance to them. You are looking forward toward a solution.

Ensure your words don’t convey you’re indifferent. Use words that convey you care.

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Watch that tone, young man! – 10/2/18

Posted on October 2, 2018 in Customer Service Tip of the Week Please leave a comment


Watch that tone, young man!

When I was growing up, unfortunately I heard that phrase more times than I care to admit. Maybe that’s why I’m so cognizant of my tone today and so in tune with the tone of voice that others use as well.

An Australian training firm recently authored an article that addressed tone of voice. Even though this article is a little more sales-focused than customer service-focused, it’s an interesting read. It not only describes how to interpret different tones of voice, but it also promotes the need for you to be intentional about the tone you use based on what message you want to convey.

If you want to seem reasonable, don’t overemphasize any words. If you want to convey you care, speak with a slight rasp or a little bit more from the throat. If you want to come across as “up-beat,” have your “vocal inflections rise at the end of certain words,” particularly the other person’s name. For example, say the following phrase twice – first with a flat tone and second where you emphasize “Mary”: Mary, nice to meet you.

There are 8 tips, so feel free to check them out. The main point I want you to think of – beyond the specific techniques suggested – is that you need to have an intent of what kind of message you want to send with your tone, so that your message is delivered and heard the way you want. Pause, and consider the tone before you speak.

Watch that tone, young ‘Tip of the Week’ fan!!

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