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Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

From a Simple Question to an Exceptional Experience - 11/5/24


Phyllis loves her job.  It’s not just because she loves being a customer service representative, not just because she really likes her co-workers, and not just because she enjoys her company.  It’s because she really appreciates her customers, as well. A customer had ordered a register book off the company Read more

Fix One Problem without Creating Another - 10/29/24


If you’ve ever had an issue with your dishwasher, this will sound familiar.  I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue.  Maybe it’s because of the mix of water and technology, but for whatever reason, these never Read more

Delight Your Customers - 10/22/24


Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way Read more

A More Complete Definition of Responsiveness - 10/15/24


I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth - 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or Read more

Have a Game Plan to Address Their Anxiety - 10/8/24


It seems like we all get deliveries - whether it is UPS, USPS, FedEx, Amazon, the local courier, or all the above.  We order.  They deliver.  Or do they? It’s times like these, when we’re expecting that package, that item that we’re looking forward to or need urgently or are Read more

How Persistence Saved the Day - 10/1/24


Sherrie saw the customer walk into her store holding his cell phone, and Sherrie immediately knew that was William.  She had spoken to William on the phone about an hour ago, he said he would be at Sherrie’s cell phone store in less than an hour, and there he Read more

Notice the Little Changes - 9/24/24


“My, how times have changed.” Yes, times have changed.  As a matter of fact, one of the biggest reasons why an organization’s customer service deteriorates is that times have changed…customers have changed…and the company has not… If we think about customer service delivery today v. decades ago, changes in technology alone Read more

Don’t Hurry…Be Quick - 9/17/24


No, this is not a take off on the Bobby McFerrin song:  Don’t Worry Be Happy. It’s actually a take off on the John Wooden quote:  Be quick, but don’t hurry. When I read Wooden’s book with this title, I liked the concept, and not just because John Wooden was a Read more

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Delight Your Customers – 10/22/24

Posted on October 22, 2024 in Customer Service Tip of the Week Please leave a comment

Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way to summer vacation, it seemed like bugs were everywhere.

When Janet first met Buddy, he had come to the house to provide a free assessment.  He wasn’t offering discounts to get new customers, but he was offering a free review of needs.  Buddy spent 45 minutes walking in and around the house, hunching down in the crawl space, and looking up at the trees.

Identifying the Need

At the end of the review, he sat down with Janet, and he gave his assessment of her issues and needs.  They discussed her goals, and then he emailed her a document the next day.  The visit and the follow-up document were personalized.  The document included a summary assessment of her home, not just a quote with a 1-liner describing the treatment and the cost.  It explained to her – often in her words – what were the biggest issues, needs, and goals for her home.  Buddy offered a couple different pricing options and a recommended cadence of inspections and treatment.

Getting Rid of the Bugs

When the treatment began, most things seemed to get better immediately, but they weren’t perfect.  Buddy reached out to Janet to get her input on how things were going, and she noted the mosquito problem was just about as bad as ever.  The next day, Buddy sent one of his men to the house to augment the treatment they had already done.  The mosquito situation got better within 48 hours.

Penning a Thank You Note

Six months into the service program, Janet opened her mailbox, and there was a small gift from Buddy.  It was simply a nice pen.  No logo on it.  Instead, there was just a handwritten note from Buddy thanking Janet for her business and hoping she enjoyed the pen.

Buddy was new to the bug business, but apparently he wasn’t new to understanding people.  He wasn’t new to understanding how to build a relationship.  He did 3 things exceptionally well to delight his customers: The Personalized Experience, the Exceptional and Responsive Support, and the Unexpected Positive Surprise.

To delight your customers, learn a little from Buddy the Bug Man.

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A More Complete Definition of Responsiveness – 10/15/24

Posted on October 15, 2024 in Customer Service Tip of the Week Please leave a comment

I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth – 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or 3 e-mail exchanges to have a conversation.

The employee was ultra-responsive.  She was very quick.  There was a positive tone conveyed with how she wrote the emails.  That part was great!

But part of truly being responsive still involves making it easy on the customer – trying to avoid the tennis volleys back and forth…and back and forth.

Some of the “volleys” were because of certain terms she used that I wasn’t familiar with, certain suggestions she made where I didn’t understand the purpose, certain sentences that were oddly worded.  Communications were unclear.

Some of the “volleys” were because I needed more information like specifics about timing.  Specifics about location of delivery.  Specifics about pricing.  Communications were incomplete.

So, she was a highly responsive employee, but the overall experience is not what I would call quick or clean.  It was a little clunky.

Responsiveness is About Timing

Consider these questions.  How quickly do you respond to e-mails, to text messages?  How quickly do you call someone back when they leave a voice mail?  What’s your timing goal?

How do you track your responses to ensure you meet your goals?

In your communications with customers, do you set expectations about the next step, the next timeline?

Responsiveness is About Clarity and Completeness

Is your response clear enough that it doesn’t result in another communication from the customer, another need for you to respond again?

Is your response complete enough that it doesn’t result in additional communications to get more information or get the need fully addressed?

To be responsive, consider your timing, but also consider your clarity and completeness.

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Have a Game Plan to Address Their Anxiety – 10/8/24

Posted on October 8, 2024 in Customer Service Tip of the Week Please leave a comment

It seems like we all get deliveries – whether it is UPS, USPS, FedEx, Amazon, the local courier, or all the above.  We order.  They deliver.  Or do they?

It’s times like these, when we’re expecting that package, that item that we’re looking forward to or need urgently or are just expecting, and it does not show on the doorstep.  We don’t get the confirmation e-mail.  We were told it’s coming and should have been delivered, but now we’re not so sure.

This is something that happens literally thousands of times a day.  And often, the customer’s response to the lack of delivery is to call.  They’re nervous about a delayed package.

So, how do you deal with those nerves, that customer anxiety?

Customers often mirror what they see or hear from the employee, so if you’re calm, there’s a better chance that they will be, too.  If your voice is quieter, if you speak more slowly, if you’re clear, there’s a chance they may respond in kind.

If you explain the tracking process and the reason for the delay (if known and appropriate), they understand why the delay is occurring and what is happening – facts/information help to combat anxiety.

When you provide a new expected delivery day or time and how this process will be handled, if you offer to check back with them to confirm receipt of the item being delivered, they will be able to envision a more positive outcome.  And the customer may feel reassured and appreciative of the expected follow-up.

When you get a call from a customer whose expectation wasn’t met, meet them with calmness, explain the situation with facts, let them know the upcoming process, and offer proactive follow-up.

Have a game plan to address their anxiety.

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