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View Quality through the Customer’s Eyes - 10/14/25


Geri had been dealing with backups in the downstairs plumbing system of her house on and off for the past year.  The most recent company that she called in to unclog the pipes stated that they could send a camera down the pipes and tell her exactly where the Read more

Be Supportive, Not Defensive - 10/7/25


[An employee on the phone with a customer…] Who told you that you didn’t have to submit that form? … Bob?  Oh brother!  You see Bob is our “special” co-worker.  He seems to always tell customers the wrong thing to do, and we’re having to clean up after him.  Read more

Some Customers LOVE Predictability - 9/30/25


I was facilitating focus groups of businesses that utilize local government services.  The phrase that popped up multiple times was “Time Is Money!”  What these municipal customers were conveying was that their time was valuable, and delays were wasting their time.  But the conversations were not just about how Read more

Find Your Special Sauce - 9/23/25


When I watch a football game and I see a great quarterback (somebody who may be considered a “Star”), he might be an excellent runner, have a big arm, be able to diagnose the defense and get his team into the right play.  But he’s likely not great at Read more

Gain Control of the Conversation - 9/16/25


The customer’s angry or upset or they have a complaint.  They’re very chatty or very wordy or they just want to talk to somebody.  You’re on a time crunch, and the customer obviously is not. There are times when you need to gain control of the conversation.  It’s important for Read more

Complement with a Compliment - 9/9/25


We perform many tasks for our customers every day, and when we’re done with a step in the process, oftentimes we will tell the customer what’s been done.  But if we want to create more of a WOW experience, if we want to make the customer feel a little Read more

When Patience Begets Patience - 9/2/25


Jennifer, the server, walked toward the couple in the restaurant.  The customers had been seated for a minute or two, and they noticed the server was walking briskly toward their table.  Jennifer recognized the couple she was about to serve, because they had been in the previous week. Since the Read more

Address the Expectations that Were Set - 8/26/25


Before the caller ever got to Marco – the customer service representative, the customer had been working with the company for months.  They had read the marketing brochures, had a conversation with a sales rep, reviewed the new customer information on the website, and read all the information e-mailed Read more

When Technology Fails the Customer - 8/19/25


Technology is a wonderful thing…until it isn’t.  The website is down, the mobile app won’t work, the system keeps kicking them out of their account, or they received a spoofing phone call supposedly from your department. If you’ve ever been manning the phones or managing the department inbox, you know Read more

The Misunderstood Physician - 8/12/25


I was speaking with one of my personal physicians years ago, and when we were talking about my work – particularly customer satisfaction research - he started talking about online physician ratings.  He lamented that a few low ratings were dinging his overall score.  Then he shared that the Read more

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Do This, Not That! – 1/9/18

Posted on January 9, 2018 in Customer Service Tip of the Week Please leave a comment


Several years ago, a relative introduced me to the book “Eat This, Not That!” One version of the book operated off that premise that if you have to eat at a particular restaurant, eat THIS option (not THAT option), because it’s healthier.

Now, let’s have some fun! Let’s apply the THIS/THAT approach to the phrases we use in customer service.

When a hospital patient is nervous or anxious, Say THIS -> We’ve helped many patients who have had the same treatment, and they’ve gotten through the process with positive results. (Build their confidence)

Not THAT -> Stop complaining. It’s not that big a deal. (Don’t downplay the person’s right to feel what they feel)

When a sports ticket holder is upset, Say THIS -> I can understand the frustration, and I’m sorry there was an issue with the seats. Let’s see what we can do about this for you. Can I have your account number, please? (Empathize and apologize; transition to a next step; ask them an objective question)

Not THAT -> What’s your account number? (Don’t ignore their desire for you to take SOME responsibility prior to moving to the solution)

When a customer calls with a complaint about the company and makes it personal about you, Say THIS -> I’d like to help you, Mr. Smith, but we need to be able to discuss it professionally. If that’s possible, I’m happy to talk more now, or – as an alternative – we can schedule a call to discuss again tomorrow, or I’m happy to get someone else to help you. Which option would you prefer? (Don’t take the abuse, but let them know your expectation for how you’ll be treated, and share alternatives)

Not THAT -> If you’re going to be a $%^&#!, I’m not talking to you! (Even though you may want to fire back, don’t feed into it and escalate the conversation; don’t sink to their level and make it personal)

There aren’t always perfect phrases for these situations, but there are characteristics of what to say and not say when faced with these challenges.

Do This, Not That!

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Swing a Little Harder – 12/5/17

Posted on December 5, 2017 in Customer Service Tip of the Week Please leave a comment


It’s a great golf analogy. The harder you swing, the more your swing faults are magnified. If you usually hit the ball slightly to the right, when you swing harder, you may start hitting WAY right. Then why swing harder, you ask?

The reason you swing harder is to test your swing at the practice range BEFORE you get on the course. You want to get a better sense of the issues, and then you can improve.

You can do the same thing in the world of customer service. You may be very effective at dealing with those 90%-95% of customers that walk through the door or that call you on the phone. You may be great in dealing with those complaints that you hear every day. It may be easy to engage that person who is smiling as they walk into your facility. You might find it a pleasant challenge to deal with that difficult e-mail the comes from a co-worker.

But if you want to understand the holes in your own personal approach to customer service, if you want to understand how to get better in how you engage co-workers and your clients, if you want to get better at those most challenging 5-10% of interactions, then swing harder. Here are three examples of how to swing harder in practice.

First, figure out how you could possibly resolve some customer complaints in half the time.

Second, ask a co-worker to come up with five scenarios dealing with product or service issues that are very unusual or complex. Then role-play those issues.

Third, use your company’s FAQ list, and identify three different scenarios that are not covered by the FAQs. Then identify specifically what you need to know about your people, your products, your processes, and your policies to address those scenarios.

If you want to get great at customer service, challenge yourself to address situations you rarely have to deal with so that – when they arrive – you’re more comfortable and more confident.

Swing a Little Harder.

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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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