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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

Uncover Silent Concerns - 8/5/25


One of the customer service statistics we have quoted many times over the years is:  For every complaint you do hear, there could be 26 other customer issues that you don’t hear. And when we bring up that statistic, we bring it up because we want to make sure companies Read more

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Create Your Personal Motto – 8/20/24

Posted on August 20, 2024 in Customer Service Tip of the Week Please leave a comment

Take a look at these mottos:

It’s the real thing.

Just Do It.

Have it your way.

Betcha can’t eat just one.

Breakfast of champions.

Do you know the companies?  The answers are at the bottom of this tip.

So why am I asking you about mottos?  And why do almost all of them make me hungry?  I digress…

I’m asking about mottos in part because they are memorable. They reflect what the companies are trying to convey, what the companies are trying to be or to become.

A motto or a tagline is something often catchy, often short.  My company, CSS, created a Mission Statement that is our statement of purpose, but it’s also short and easy to remember: To help others

When I’m speaking with someone, my thought is: How can I help them?  I know that whether it’s an existing client or prospective customer, whether it’s a co-worker or another member of my team, whether it’s a business partner or somebody I just run into at the office who seems to have a question or wants to talk – that’s my primary focus:  How can I help them?

Whether or not I make the perfect presentation or make a sale, at least my goal is to help them.  Whether they have some business concern that we can address or something that is not in our wheelhouse, the least I can do is try to help them. Whether they need advice or guidance or just need somebody to listen, my goal is to meet that need.

We’ve talked about personal mission statements in the past – that statement of purpose that shows the greater good in what you do.  So think about your personal mission statement in terms of a motto.  Describe (in fewer than 10 words) your purpose at your job, the guiding principles within which you operate, what you hope to do…or to be…or to become.  Write that thought down – and help it to guide you throughout the day.

Create Your Personal Motto.

By the way, here are the companies associated with the mottos above: Coke. Nike. Burger King. Lay’s. Wheaties.

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Create MAGIC with Your Customers – 8/13/24

Posted on August 13, 2024 in Customer Service Tip of the Week Please leave a comment

Years ago, we worked with the Orlando Magic in the NBA, and they needed more consistency in their customer service – they needed a standard of engagement with the fans and their account holders.  They were trying to identify the “Orlando Magic Way” – their desired customer experience with something catchy, something that really conveyed the feel they wanted to create in every customer touch point, every encounter.

We developed this standard for team members to use when navigating conversations with account holders: Create MAGIC with Customers.

  • Meet the Customer – Go to the customer, be welcoming, initiate the conversation
  • Actively Listen to Your Customer – Be inquisitive, ask questions, confirm their need or want
  • Get Engaged when Taking Action – Talk to the customer while you work on their behalf
  • Identify More Needs – Before wrapping up, ask what else they need
  • Close “Up!” – Always end with appreciation!

 
It’s about proactive engagement, listening, keeping the conversation going, being patient enough to inquire about other needs, and making a great LAST impression.

Create MAGIC with your customers.

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Build Strong Customer Connections – 8/6/24

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

We’ve worked in health care, education, local government, finance, pro sports, and many other industries.  And while our clients’ customers are often different, their specific scenarios for engaging those customers are different, and policies and procedures are different – there’s one thing that is pretty similar.  And that is how you build and grow relationships with customers.

The process is not necessarily sequential, but let’s view it through that lens just for simplicity’s sake.  First, the core of relationship development and growth with customers is getting to know them well.  What is unique about them as an individual?  What do they care most about in the customer experience?  What are their engagement or purchase patterns?  To build a relationship, you have to build an inventory of knowledge about the customer.

Next, you’ve got to keep the communications going.  Long periods of lack of engagement, major gaps between conversations or touch points – these are opportunities for the relationships to go stale.  These are opportunities for the customer to find an alternative to your business.  Therefore, intentionally build a cadence of communications with your customers so that the relationship and the engagement stay fresh.

Why did they first start working with you, and why would they leave?  Understand those retention drivers – what matters most to them – and try to address those important matters.  If you’re shooting for loyalty and eventual growth, don’t get lost in the hundreds of data points you have on that individual if there are 1 or 2 or 3 that are going to retain them.

Finally, look for opportunities for growth.  If you’ve done a good job getting to know them, keeping communications fresh, and addressing their retention drivers, then you can feel more confident in trying to grow business, trying to grow that relationship.  Then you can focus on identifying where they have a need or a want that your organization can meet.

Have an intentional process for building relationships with your customers for the long-term.

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