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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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Customer Service – Look Internally to Ensure Satisfying Externally

Posted on September 10, 2013 in Business Advice, Government Please leave a comment

With the proliferation of relatively inexpensive online customer satisfaction survey solutions (at least for web-based surveys), there has thankfully been more of a tendency for organizations to ask customers about their experiences. This first-hand feedback can be very helpful for businesses in understanding customer perceptions and preferences.

But organizations can’t be so focused on just getting feedback from customers (those external to the organization) that they ignore many of the internal measures of operations that drive the customer’s (dis)satisfaction.

In the article City, county teaming up to speed land-use permits, Fort Wayne and Allen County governments were recognized for working well together on a new online land-use permitting system. According to the article, “The system will allow developers to track their projects online. It will also help city and county employees track their performance and understand where in the process applications are getting stalled. The system will chart a permit’s progress from department to department. If it is held up too long in one department, the system will red-flag it, and a computer-generated letter will be sent to the applicant.”

The system was developed – in part – to improve customer service. And a large part of that improvement will be driven by the organization looking at internal performance reports that are impacting speed of service processes for external customers.

When you review your customer satisfaction/service performance metrics, think beyond those surveys that customers complete. To truly improve customer service, you have to have effective measures of internal operational performance that impacts service delivery to customers.

Look internally to ensure you’re satisfying externally.

Interested in improving your organization’s customer service? See our other blog posts at: http://serviceadvice.cssamerica.com/category/government/

Learn about our CSS Government services at: http://cssamerica.com/cssgovt.htm


Sample a Sports Survey

Posted on July 2, 2013 in Business Advice, Sports Please leave a comment

When theory moves to practice, it’s always a good thing. As much as we love talking about why and how to conduct client surveys, it’s always helpful to look at actual surveys and pinpoint some key strengths to build into your own tools.

The University of Wisconsin completed a recent survey with season ticket holders (STHs), and there were several positive aspects for you to review so that you can build these into your own STH research:

  • Much of the analysis was based on trending (not every organization is the same, so sometimes the best analysis is against one’s self – over time)
  • Start with the most important data (near the start, they highlight likelihood to purchase and retention drivers immediately in the presentation – again, trending)
  • They sprinkled in sample comments to illustrate the data findings (many people understand data better if there’s a story behind it)
  • It was comprehensive (covering such attributes as game day experience to parking to likelihood to renew to retention drivers and disabilities services)
  • They asked about communication methods/preferences (the survey addressed information sources as well as % of respondents with smart phones, use of smart phones during games, and connectivity).

Issues? They needed more stratification so you could compare answers by customer type or by response. What do students feel v. non-students? What are retention drivers for those married v. those single? What are retention drivers for first year STHs v. those with the Badgers for 15+ years? Luckily, the data is there; they just need to analyze it more fully.

Finally, the presentation was big on overall findings, but it lacked recommendations. It’s the kind of presentation that makes you nod your head and say “interesting” throughout, but at the end you want to ask “Based on this, what are you suggesting we do?”

See this sample sports survey as a fine example of what to ask; now find ways to use the data you gather to make strategic retention and revenue decisions as well as to identify STH-specific retention tactics to employ.

Learn from this Badgers research.

Interested in improving your organization’s fan retention and revenue? See our other blog posts at: http://serviceadvice.cssamerica.com/category/sports/

Learn about our CSS Sports services at: http://cssamerica.com/csssport.htm


A Customer Service Life – from Utilities to Consulting and Politics

Posted on March 14, 2013 in Business Advice, Government 1 Comment

Is it easier to deliver great customer service in a private industry than in a public or governmental organization? Yes, because customers of a federal, state, or local municipality don’t have a choice; there’s no competition, and therefore customer service at governmental organizations suffer. Or…No, because all private businesses care about is new sales and marketing, and they don’t truly care about customer service – they view it as purely a cost center.

So who’s right – the Yes crowd or the No crowd?

The real answer is that it’s easier to deliver great customer service if you have leaders who care about customer service – regardless of whether the organization is private or public.

Mayor Terry Sinnott is recognized in the article Meet your Del Mar mayor: Sinnott uses customer service strategies to better Del Mar for his success at San Diego Gas & Electric, as a customer service consultant, and as Mayor. When asked about his philosophies, Sinnott stated “Real effective customer service is based on learning, and you have to interact with customers to learn what they are experiencing and what’s positive and negative, and from that information you can develop new skills and strategies to make it better,”

He continued “The challenge is to figure out the strategy, set goals and help the organization understand the idea and know how to implement it,” he said. “Similarly, issues or ideas presented on the City Council must be represented to the community as best as possible.”

So the crux of these key points is that leaders need to listen to improve, and a big part of listening is asking the questions of all key stakeholder groups and using it to strategize. We’re not asking and reacting, constantly changing based on what fire or hot button issue is present. Instead, we’re asking, learning, strategizing, and implementing improvements for the long-term.

There are many nuggets in this article. Check it out, and make continuous improvement a planning-oriented part of your long strategy for success – whether you operate in the private or public world.

Want more nuggets? Check out:


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