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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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Don’t Be Afraid to Ask the Tough Questions

Posted on September 8, 2009 in Business Advice, Government Please leave a comment

We have worked with several business retention and expansion organizations (BRE) that support local municipalities and economic development associations over the years.  These BRE groups are charged with trying to retain and grow local jobs.  In order to be successful, these organizations need to have some information in advance of what could happen to local jobs, of what could happen to local facilities, of what could happen to local employers.

So with our BRE clients, we suggest that they conduct surveys, if possible, on an annual basis. These surveys are either online, via the telephone, or via in-person interviews where local business leaders 1-on-1 are providing information. The information they provide to the BRE staff includes their thoughts on the local business climate, trends in their industry, and their current company’s financial performance. But one key set of questions that also needs to be included relates to business retention. In other words, if you are a business retention and expansion organization wanting to be proactive in retaining and growing local jobs, you need to have intelligence that enables you to look into the future.

Every survey, every tool, every instrument that is trying to garner intelligence for BRE organizations needs to make sure it is asking the basic and tough questions that it should:

  • How likely is the business to relocate in the next 12 months?
  • What leadership changes are expected over the next 1 to 2 years?
  • If facilities are leased, will those leases come due in the next 12 months?
  • Are you being recruited right now by other municipalities?
  • What change in the number of jobs are you expecting locally over the next 12 months?

If organizations truly want to live their core mission, they need to be willing to ask the tough questions.

Interested in improving your company’s customer service?  See more information at:  http://www.cssamerica.com/


What is Your Post-Exit Strategy?

Posted on August 31, 2009 in Business Advice, Sports Please leave a comment

Every year, professional sports teams lose season ticket holders.  These season ticket holders exit the organization because of a myriad of reasons.  With the economy like it has been over the last 18 months in particular, professional sports teams are losing season ticket holders at an alarming rate.  Many pro sports organizations deal with these issues by ramping up their advertising and marketing efforts.  Many others chalk up the losses to a bad economy, but few of these organizations really have a strategy targeted at these former season ticket holders.

These ticketholders have left; so what is your strategy post-exit?

Some of the best sales prospects your organization can have are former customers. You already have a great deal of intelligence on your former customers. You already know their likes and dislikes, their preferences, what’s most important to them, key demographic information, and their purchase history. Well, at least you should know all this information.

The two things you don’t know are two pieces of information that can make you a lot of money very quickly. The first piece of information is the specific reason or reasons why they left. This is where you avoid making broad assumptions about the season ticket holder base, and you look specifically at each one to determine why they left. You would probably be shocked to find out why the individual season ticket holders left even though you might be able to guess broadly about the major reasons why season ticket holders left. By knowing why they left, it helps in future conversations to help get them back.

The second piece of information that’s vital is their likelihood of future interest in your products and services, or as pro sports teams focus, on tickets. You have to know what level of interest they have and in what type of individual game ticket, a mini plan, or some form of full season plan. Without this information, you don’t know enough to have an efficient sales pitch with a former client.

So what is your post-exit strategy?

With our pro sports clients, it includes conducting Exit Interviews in a soft form with the season ticket holders to gather intelligence about these key pieces of information. And then to use the results of that research to both apply to current season ticket holders to best retain them but also — in the hopes of increasing revenue — to make targeted sales pitches at the former season ticket holders.

Your lost season ticket holder is one of your greatest sources of future revenue. Have a strategy for getting them back.

Interested in improving your company’s customer service?  See more information at:  http://www.cssamerica.com/


With Customer Service in the Education Industry, Perception is Reality

Posted on August 28, 2009 in Business Advice, Education Please leave a comment

Our company has conducted literally thousands of mystery shops in the Education industry, everything from an elementary school to a four year university. And one thing we have noticed consistently is that when it comes to customer service in Education, perception is reality.

When you don’t respond to e-mails in Education, they perceive you’re non-responsive. When customers or parents or students are forced to wait long periods of time without having the wait acknowledged, they perceive that they are not important to you. When the customer has to complete the same information on multiple forms, they feel you’re inefficient. When they leave you a voice mail, and you don’t respond two or three days later, they feel like you don’t care.

Maybe you are organized, maybe you do care, maybe you are responsive, maybe you are organized.  But from the customer’s perspective, you’re not.  And if the customer – whether that be a student or parent or family member or even an internal customer or co-worker – perceives something, then to them it is a reality. And when those people are making decisions about whether to recommend you or not, they are making the decision based on their perception.

When they’re making a decision about whether to talk bad about your organization or you personally in front of others or whether to talk positively, they are making that decision based on their perceptions. When they are recommending you to others or recommending that others go elsewhere and avoid your educational institution, they are basing their recommendation on their perceptions of your organization.  And if they are deciding to attend your school or go elsewhere, if they are deciding to pay tuition or just delay some payments for a while, they are basing these decisions on how they feel about, how they perceive your organization.

For educational institutions, if you want to improve what others perceive about you, you need to be measuring it and taking it seriously.  Because in the decisions people make, it doesn’t matter what you do or what you intended to do as much as it matters what they perceive about you and your organization.

Interested in improving your company’s customer service?  See more information at:  http://www.cssamerica.com/


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