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Energy v. Apathy - 4/22/25


I asked a couple friends who are much more scientifically-oriented the question: What is energy?  I didn’t mean E=MC2.  I meant physiologically, what is energy? They described a lot of things that sounded really good, yet far too advanced for my non-medical mind. Part of the reason why energy is of Read more

Prep Enough to Personalize - 4/15/25


Everybody loves Howie.  He is an account rep for the local air conditioning and heating company.  When I say Everybody loves Howie, I’m definitely talking about the customers.  His co-workers love him too, but customers are especially fond of him.  They seem to really enjoy their conversations with him, Read more

Get Your Customers to Brag, Not Bolt - 4/8/25


Here are two customer retention concepts that we discuss with some sports clients: BIRG and CORF.  BIRG is Basking In Reflected Glory.  CORF is Cutting Off Reflected Failure. You want BIRG.  You want the customers feeling so good about your organization that they want to be a part of your Read more

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

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Be Grateful for the Good – 11/21/23

Posted on November 21, 2023 in Customer Service Tip of the Week Please leave a comment

There are several different ways you could define gratitude, but I like the simple definition:  Being grateful for the good.  There’s a lot to be upset about, a lot to be frustrated with, there’s a lot to lament about in our customer service roles.  But even in these challenges, we can also find some good.

So, in this time of the Thanksgiving Holiday in the USA, here are some things for which we can all give thanks, and we can feel and convey gratitude…

I’m thankful for the customer who’s patient with a long wait on the phone or in a line.  I’m thankful for the person with the good attitude despite the complaint that they’re sharing with me.  

I’m thankful for the co-worker who lets me vent when things go wrong.  I appreciate co-workers who educate me on a job so that I can do it better, even though it’s not their job to be my informal trainer.

I appreciate the bosses who give team members support without micromanaging, and those individuals who are great models to follow.

I enjoy laughing with co-workers and customers; sometimes it’s about co-workers and customers, but it’s always in good fun.

I’m grateful that I have the technology to make my job more efficient.  I have gratitude for the kindness of others who think about little things I’ve said in the past and remember them, whether they’re my individual likes or my personal concerns.

I appreciate that people in customer service usually think first about what’s best for others before thinking about what’s easiest for themselves.  And I appreciate you all for subscribing to these tips and reading them every week.

As I noted earlier, gratitude is, in part, something you feel, often due to the kindness of others.  But gratitude is also something you can convey.  So, to those you are grateful for, tell them of your appreciation for their kindness.

Let’s all be grateful for the good.

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Sport Some Customer Perks – 11/14/23

Posted on November 14, 2023 in Customer Service Tip of the Week Please leave a comment

Of all the industries we work with, the one that talks most about providing perks and benefits to its customers is pro sports.  We’ve worked with NASCAR, MLS, the NBA, and a little bit with the NFL and the NHL.

And most of the teams or organizations will provide their season ticket holders, their account holders with perks. They’re doing this to help the fans feel special but also to engender some loyalty.  Loyalty leads to retention and growth, and, therefore, the strategy is to provide perks to help drive long-term revenue.

If your organization is in healthcare or local government, if you’re in finance, education, manufacturing, retail, or some other key industry, there are still lessons to be learned from these sports perks.  Here are some examples.

Sports clubs offer dedicated client service representatives to their account holders. Your organization could have a dedicated account rep for your customers, as well.  Why tell the customer to call the toll-free number when they could call Janie instead?

Teams provide online account management for dedicated fans. Your organization could have a web portal (or sections of your website) dedicated only to your key customers.  Premium access for your premium people!

Clubs have phone numbers for certain categories of account holders, prioritizing those calls.  Could your company fast-track some process for your key clients?

Sports organizations allow free access to forward tickets to families and friends.  You could provide free access to online webinars or other resources that may be valuable to your customers.

The clubs will offer single game tickets to season ticket holders before releasing them to the general public.  When your organization launches a new service at your facility, you could provide an open house or first access to your longer-term clients.

Clubs offer complimentary tickets for some away games. Your organization could partner with local businesses to provide complimentary products to the customers.

Teams provide invitations to exclusive events.  You could set aside a certain number of seats to grand openings or holiday events just for some key customers.

Perks and benefits can be useful tools in building loyalty and relationships.  Use these examples from sports, and determine how to best apply them to your business to deepen relationships, retention, and revenue.

Sport Some Customer Perks.

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Customer Service Lessons from the E.R. – 11/7/23

Posted on November 7, 2023 in Customer Service Tip of the Week Please leave a comment

Every industry is interesting in its own way, and healthcare is definitely no exception.  We’ve done many different types of studies and projects in the emergency rooms at hospitals, and it’s interesting to look back at some of the results of focus groups we conducted with the E.R. patients.

We asked about their experience, everything from the admission through triage, care they received all the way through the discharge and billing.  For this Tip of the Week, so that it applies to everyone reading, let’s focus on some of the ways that patients evaluated employees:

Talk On My Level: When the staff and physicians would speak with the patients “on their level” and were not condescending, that was greatly appreciated.  Patients liked when a nurse talked with a child in terms they could understand and in an appropriate manner, or they spoke more slowly and clearly with a senior.

Don’t Judge Me: Patients were concerned about being judged by the staff – where patients were unsure if they truly needed emergency care or they didn’t want to be perceived as being there unnecessarily.  When staff conveyed that patients were there for a reason (they made a good decision to go to the E.R.), that was positive.  With one participant, a physician directly doubted/argued the need for the patient to be in the E.R., and this left a highly negative impression.

Convey You Care: Staff and physicians were generally perceived positively if they conveyed they cared about the patient.  The way patients felt that the personnel cared was when service was quick, personnel asked questions, patients weren’t rushed, and the staff and physicians showed empathy.

Think about these takeaways when considering how your customers view you. Do you speak in a way appropriate for that particular customer, making communications clear but not condescending?  Do you avoid judging the other person and arguing about their request?  Do you try to provide service quickly, ask questions, avoid rushing the other person, and convey a little empathy?

If so, they’ll likely appreciate you more.  They’ll feel respected, and are much more likely to respect you, in turn.

Talk on the customer’s level, avoid judging, and convey you care.

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