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Stay Calm When the Customer Isn’t - 2/24/26


There are all sorts of others’ emotions that you have to deal with as a customer service professional.  The other person could be anxious or upset, they could be angry or agitated.  It can run the gamut of emotions, but for you to deal with them in the best Read more

Don’t Begin with the Dead End in Mind - 2/17/26


Habit #2 of Stephen Covey’s “Seven Habits of Highly Successful People” is “Begin with the End in Mind.”  It speaks to the need to have a clear vision or goal for what you’re trying to ultimately achieve, so you understand the purpose of what you’re doing.  It helps you Read more

Explain without Over Explaining - 2/10/26


The customer has a question, and we have an answer.  They need to learn something, and we’re in the position to be the educator.  There’s a process they have to go through, and we need them to understand. We know so much, and we could impart so much, but sometimes Read more

Look for a Stop Sign - 2/3/26


As a customer service professional, what you say matters.  The information you’re providing is useful.  The direction you’re giving the other person is helpful.  But... As you’re speaking, you also need to be reading.  Reading the other person.  Watching the customer, determining whether and how they’re receiving what you’re sharing.  Read more

When They Want the Supervisor - 1/27/26


Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to Read more

Identify Your Point of Empathy - 1/20/26


I was watching a webinar recently on empathy.  The speaker mentioned that empathy - to a large extent - is something that you are born with.  It’s something that’s very difficult to learn.  And while I agree that some people are predisposed to being empathetic and understanding of others Read more

Pressure is a Privilege, but... - 1/13/26


When athletes are asked about the pressure of a playoff match or a late-game situation, many times they will say that “pressure is a privilege.”  In other words, usually pressure exists because you’re in a match that matters most.  It exists because you are a player put in a Read more

While I’ve Got You on the Phone… - 1/6/26


I’m a big planner.  Whether it’s strategic planning or planning out the year or planning my week first thing on a Monday morning, I like to plan.  I do this because it gets all of my action items documented and ensures that I have some understanding of what I Read more

Pass the Quick Impression Test - 12/30/25


Some studies have shown that people create an impression of you in less than a second when they first meet you face-to-face.  Other studies have shown that that initial impression can take up to 7 seconds.  Regardless, first impressions are quick.  First impressions are not always the lasting impression, Read more

2025 Holiday Poem - 12/23/25


We hear the word change And that change can be good, But we like things to stay same, And sometimes they should.   The weather can be wet And then dry as a bone. We know things will change, Even if all left alone.   Our customers change. Our co-workers do, too. It seems like our resources Are often too few.   The technology Read more

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Do You Have Harley Loyalty?

Posted on April 8, 2010 in Business Advice, World of Customer Service Please leave a comment

Your customers are loyal. They wouldn’t consider going to another business for their products and services because your integrity, quality, customer service, and price are too good. They are loyal to a fault. Or are you loyal to a faulty belief grounded in hope or assumptions rather than fact and proof?

What outward signs do you have of your customers’ loyalty? Well Harley-Davidson, America’s most well-known motorcycle manufacturer believes it has proof that few can touch. The company believes the "definition of customer loyalty is when your customers will tattoo the name of your company on their arm."

How many people have "IBM" or "Microsoft" or "McDonald’s" tattooed on their arms? Less than 10…less than 5? That’s not to say that McDonald’s customers aren’t loyal, but how does the company know who’s loyal and who isn’t?

Long-term success is more easily achieved if your existing customer base is loyal. They will fight for your company, drive by competitors to get to your store, pay a higher price than alternatives to your service, and recommend you to their closest friends.

But unless you have all your customers walking around with your company logo tattooed on their arms, you need to generate objective measures of loyalty. Try these methods of gaining solid loyalty data:

· Survey customers and have them estimate the total amount of annual purchases of your types of products and services, regardless of whom they buy from. Calculate their purchases from you as a percentage of the total.

· Distribute loyalty cards. Track either their frequency of use or how often you’ve given discounts/rewards when customers hit a targeted number of uses.

· During purchase transactions from new customers, ask how they’ve heard about your company. Track referral rates to gauge the prevalence of effective recommendations made from your existing customers to others.

In lieu of tattoos, get solid data to confirm your customer loyalty.

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


Hockey Team Listening to Learn…Today

Posted on April 2, 2010 in Business Advice, Sports Please leave a comment

The Chicago Blackhawks professional hockey team announced this week (http://blackhawks.nhl.com/club/news.htm?id=523044) that they are launching a new program to improve the fan experience. Chris Werner, the Blackhawks Senior Executive Director of Ticketing and Business Development stated “Quality customer service has been an ongoing priority over the course of the recent seasons. We are working hard at using different innovative methods to gather fan feedback to measure guest’s overall experience.”

This program focuses on getting fan feedback during the games. While that’s not novel, per se (many teams over the years have conducted in-game surveys), what it does suggest is that this organization understands that if it truly wants to impact fan satisfaction, it has to go to the fans and talk to fans. It has to make it easy for fans to get in touch with them. It has to be proactive and seek the input. It has to gain the information as real-time as possible.

These are all great principles for any organization to consider. Does your organization go to where the customers are (when they’re already interacting with your business) and ask for feedback? Does your organization make it easy for them to provide feedback? Do you try to gain information on the customer’s experience while the customer is…well experiencing?

Rethink your research strategies to go away from customer satisfaction surveys conducted over the phone when all your business is done face-to-face. Make sure your research strategies are not purely retrospective, when a customer’s memory cannot always be trusted.

Make sure that you’re asking and receiving real-time input from your customers today.

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


Take Flight to Learn from Your Customers

Posted on March 9, 2010 in Business Advice, Education Please leave a comment

Chester University in the United Kingdom decided that it wanted to make sure that as many final year students as possible completed a survey on their satisfaction. A recent article (http://www.chesterfirst.co.uk/news/85995/university-s-novel-approach-to-student-satisfaction.aspx) highlighted a creative way that the Administration promoted the survey. They simulated an airport check-in environment (with a bank of computers), dressed like pilots, and marketed taking the survey as an event.

Wow!

Just to get information from students they did all this? Why?

They did it because according to one of the administrators “It’s vital that as many final year students in as many subject areas as possible complete the survey so that the university can gain a true picture of where it does well and where it could do better. The results can bring about real change, for example, previous surveys have led to increased access to library facilities before exams and more copies of key texts on reading lists being made available.”

This organization realized the link between the voice of the customer (in this case, the student) and changes that would truly benefit their customer base. They understood that some of the best ideas come straight from your customers. They understood that you have to appropriately promote a survey to get maximum interest and participation.

They understood that the ideas and suggestions of the customers of today could have a positive impact on the customers of tomorrow.

The next time you consider a survey, consider how you promote it. Consider what you want to ask of today’s customers that would enable you to better serve the customers of tomorrow.

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


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