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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

What Phones and Football Have in Common - 2/11/25


Congratulations!  You made it through weeks/months of hype for football’s Super Bowl!  You made it through hundreds of pregame shows and podcasts, endless debates on things endlessly inconsequential, 10 hours of pre-game shows on Sunday, what seems like 100 commercials designed specifically for the “Big Game,” and the longest Read more

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Tell the Patient What to Expect

Posted on December 7, 2011 in Business Advice, Healthcare Please leave a comment

A UK physician practice that had won a Customer Service Excellence Award addressed what they did to ramp up customer service in a PULSE article. In a nutshell, this is what they did:

  • They decided they wanted to win an award for customer service.
  • They did research with patients via interviews and surveys to determine what the patients wanted out of the customer experience.
  • They determined what needed improvement in the eyes of the customers.
  • They used this information to define expectations (or customer service standards or policies) that patients should have of their experiences with the practice.
  • But they also used this information to define expectations (or customer service standards or policies) that the practice had of patients.
  • They trained staff and changed processes to ensure that they could meet these expectations.
  • Then they continuously publicized these expectations.

Pretty simple stuff, right? Another way to view this approach is the following:

  • Define a Rallying Point (a near-term goal that explains why change needs to occur). Staff can buy-in to change a lot better if they understand the “why behind the what.”
  • Ask the customer what they want and expect.
  • Improve performance to address those expectations.
  • Define and communicate expectations that customers have of you…and that you have of customers.
  • Then deliver, deliver, deliver.

Create your own plan to become great at customer service.

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

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


Let the Patient Decide How Much You’re Paid

Posted on November 17, 2011 in Business Advice, Healthcare Please leave a comment

In the Ocala.com article Medicare gives hospitals an incentive to please patients, the author notes how “Munroe Regional Medical Center officials in Ocala said the overhauled health care law could result in about $700,000 annually in lost Medicare revenues or as much in additional incentives, based on how other hospitals nationwide fare.” The Medical Center has about 400 beds, to that’s roughly a $1.4 Million swing for a 400 bed facility (or about $3,500 per bed per year).

Medicare will be basing its reimbursement on several aspects of performance including quality and patient satisfaction. And much of the feedback on which the reimbursement is based comes directly from patients and family members. Let me restate this – $1.4 Million in reimbursement is dependent on the customer’s perception.

Think of it this way – hospitals get paid for its procedures, treatments, medicine, etc. But soon, how much they are paid for those procedures, treatments, medicine will be based on the customer’s opinion. It’s almost like the patients are naming the price for the care they’re receiving.

Think about this relating to your business. Imagine that your customer could determine how much you’re paid for each encounter with your organization based on the quality of the product and their experience with you. Would you look to find ways to improve the quality of your products and services? Would you try to improve the attitudes and customer service skills of your staff? Would you try to make your processes quick and seamless? Would you try to be better than you are now?

I hope you just said “Yes” 4 times.

For most hospitals, they need to ensure that their staff (clinical and non-clinical) are well-trained in customer service skills, principles, and techniques. They need to ensure that processes are simple and self-evident. They have to create a culture of caring for the customer. They have to hire staff focused on the patient as much as the arm being X-rayed. They have to incent staff to create a great experience and hold them accountable when they don’t. They have to have management who understands how to create a culture of customer service as well as how to model Service Excellence. They have to understand how to redesign customer service processes to be more efficient. They have to communicate smoothly about patient needs and processes. They have to be all about the patient.

If they do these things great, maybe revenues will increase by $700,000; do them poorly, and revenues will drop by $700,000.

Medicare is making it all about the patient. If you’re not in healthcare, thank your lucky stars that you don’t have Medicare.

But still learn this important lesson – make it all about the customer.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

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


Easy v. WOW!

Posted on August 4, 2011 in Business Advice Please leave a comment

What do Nike, Bank of America, and Earthlink have in common?

They were all part of a research study recently conducted by the Corporate Executive Board. One of the core focus areas of the study was the link between customer service and loyalty. Although much of the study addressed the call center experience, the key findings were meaty enough for any organization to learn something.

There were 3 key findings I want to highlight:

· Exceeding customer expectations had a moderate impact on loyalty.

· Satisfaction does not predict loyalty.

· Reducing effort has the greatest impact on loyalty.

Again, this is a call center-focused survey, but the key point to glean is that the effort that the customer has to go through to work with your organization (to get their question answered, to get an issue resolved, to go through a process) has a significant impact on their loyalty.

This gets at process. This gets at looking at process from the customer’s perspective. This gets at having an organization that tries to make it easy on the customer to do business with you.

This says that in many cases, “Easy” is more important than “Wow!”

So ask yourself, how easy is it for your customers to do business with you? How easy is it for them to get a question answered, an issue resolved, or to go through a process of yours?

To impact loyalty, make it easy on the customer.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

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


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