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Use AI to Improve Your Performance - 7/23/24


Many companies are integrating Artificial Intelligence (AI) into some aspect of their business.  This could greatly change how they operate, how they communicate with customers. This AI wave reminds me of a story from 20+ years ago when a stock brokerage firm launched a new website that greatly enhanced the Read more

The New Burger Experience - 7/16/24


Floyd loves a good hamburger. Any chance he gets to try a new spin on an old standby, he takes it. Recently, a burger joint opened near his house, and Floyd was very excited! It was owned by and named for a world-renowned chef, so it had to be Read more

Boost Customer Happiness - 7/9/24


There’s a cooking show that a friend of mine watches, and the premise is all about reverse engineering food.  They may take a Reese’s Peanut Butter Cup, analyze it, and determine the ingredients just by tasting it.  Then they figure out a recipe.  The cook will try to make Read more

Brainstorm to Better Yourself - 7/2/24


I’ve led enough sessions with clients on continuous improvement topics to have solid experience on how to lead ideation exercises, brainstorming to develop new ideas.  Oftentimes these sessions start with the right question; the first answers may not be the ultimate solution, but they can serve as a jumping Read more

The Power of the Pause - 6/25/24


When I’m facilitating a meeting, and it feels like it’s going off-track or the discussion is going a little longer than it should, I may say something like “let me pause the conversation so that…” or “let’s pause just for a minute and consider…” I don’t like the word STOP. Read more

Handle Interruptions Heroically - 6/18/24


In the middle of a project, Jimbo, the customer service team member, had to stop what he was doing because he received an e-mail from a customer complaining about their experience at a recent event. Later that day, Jimbo was asked by his boss to put everything on hold for Read more

From Employees to Teammates: The Shift - 6/11/24


Be a great teammate. Be a good team player. We’re all part of the team. We’re no longer employees, we’re team members! The phrase “Team” is used in describing co-workers so much more than it was used years ago.  Then, we would be talking about employees, talking about staff, talking Read more

Nurture New Relationships - 6/4/24


Freddie was a new business owner in town.  He was launching a franchise, had acquired some funding from a local bank, and was in search of staff who cared about customer service. All the while, he was in the process of renovating a storefront for his business, so he was Read more

There’s Positivity in Patience - 5/28/24


The employee at the financial services firm was working with a new client on a relatively simple loan.  The documentation was about as clear as it could get to the employee, but the customer had lots of questions.  The employee calmly, clearly, and specifically answered each question.  The meeting Read more

The Goal – A Great Experience - 5/21/24


The following is a narrative of a great experience (people, process, service, facility) at a minor league sporting event – key points that could apply to any business are in bold… Mark and I pulled into the parking lot, excited about the game.  The Slapshots had been on a roll Read more

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Less Ego, Better Customer Service – 8/2/16

Posted on August 2, 2016 in Customer Service Tip of the Week 1 Comment


Tonya was a relatively new radiology tech at the hospital. She had been out of training and into her routine for months, and she was very confident. She could get a clear scan (“pretty” is what she calls them), a picture easy for the physician to read.

But this situation was different She couldn’t get clear pictures with the ultrasound, and it was starting to take some time. She kept searching for the right angle, and it just wasn’t working. So Tonya turned to the patient, smiled, and said “I’m going to get another tech to help so we can get this wrapped up for you.”

She left the exam room and came back about a minute later with a co-worker – her supervisor. The supervisor introduced herself to the patient, continued with the scan, and offered advice to Tonya on how to more quickly get the desired scan.

Shortly, the patient left, Tonya had learned some new tips, and the staff were on to the next patient.

Tonya could have kept working on her own, as her ego could have kept her from asking for help. Instead, she had a sense for how the process was going and how it was going to continue. She had a sense of the patient’s patience, but she also didn’t want to abuse that patience with an excessive procedure.

She knew that the best customer experience would involve a quicker completion, so she took the steps needed on the patient’s behalf.

Don’t let ego get in the way of good customer service. Ask for help.

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Fill ‘er Up! – 6/14/16 TOW

Posted on June 14, 2016 in Customer Service Tip of the Week Please leave a comment


I’ve found myself watching the local and national news much less the last few years. Virtually all their news was negative or graphic or something that engendered every possible feeling that was NOT positive.

I had had enough of the negativity.

Today, I still get my news, but it’s when I want it through the source I want it, and it’s more balanced than you’ll ever see in the nightly news. I get that balance because I choose to fill myself up with knowledge and positivity.

It’s not to say that you should ignore the negative; what I am saying is that – if you fill yourself up with negatives – it’s incredibly difficult to consistently exhibit mindsets and behaviors that are positive.

As a customer service professional, positivity and knowledge are important. The customer prefers those traits, our co-workers would rather work with individuals oozing those traits, and we are generally happier, more confident, more pleasant, and more effective when we have those traits.

So look at what you review online – do you learn and feel better for having engaged with that information source? Make those external sources that which fills you up internally with positives.

Note what people you surround yourself with that provide knowledge/wisdom and positivity. Ensure that those that you interact with – as much as you can control – are individuals that bring you something that you can grow with, learn from, and enjoy.

Are the videos you watch, the messages you read, the conversations you have, and the dialogue you witness filled with negativity, anger, rudeness, divisiveness, or self-centeredness? Find interactions that make you laugh, inform your future decisions, and help you do your job and build your relationships more effectively.

You can’t control everything, but where you have control, fill yourself with knowledge, wisdom, and positivity.

Fill ‘er Up – with good!

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Improve the Health of Your Customer Service – 5/31/16 TOW

Posted on May 31, 2016 in Customer Service Tip of the Week Please leave a comment


Webster’s has a couple definitions of health. One is “not being sick.” True, but I don’t like defining something by simply saying what it’s not.

Another definition is “vigor of body, mind, and spirit” – much more positive! Let’s apply that to one of our favorite customer service people – you!

The Body – Human energy is something that has not been scientifically studied like it should. Sure, there’s more sleep recommended, Red Bull, 5-hour Energy shots, healthy eating, etc. that are supposed to give you energy. But the reality is, I’ve never heard of a study that identified the true source of “human physiological energy.” So to create physical vigor, that “body energy,” may be difficult. However, in customer service you at least want to have physical health that enables you to go TO the customer, to quickly respond to e-mails, to be there on time for them, to go to the co-worker to address the issue. If you don’t have the energy for these basic customer care responsibilities, work on your body health.

The Mind – Tying into body health, those who want to be great at customer service must be able to focus on the task and the customer. You have to be able to take in the considerations of the customer, co-worker, and company, finding solutions that will – long-term – be best. You have to think outside yourself, identifying what’s truly best for others, and realizing that the more successful those are that you serve, the more success you’ll have, as well. To create the healthier mind, work on your focus, your consideration for others, and making decisions that are best for the long-term.

The Spirit – What I generally love about caddies of professional golfers is that their conversations with the pros revolve around two things – helping make the best decision, and being exceptionally positive! That positivity with the pros improves their comfort level and confidence in hitting the right shot in the best manner. Positivity can drive confidence and higher results. So are you a good caddy for yourself? Do you spend more time telling yourself positives than beating yourself up for issues? Be a good caddy to yourself. Foster a healthy spirit.

Become healthier to improve your service to others. Work to build vigor into your body, mind, and spirit.

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