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Highlight the Hidden Value - 7/1/25


Marketing campaigns often highlight a particular product and ALL the features and extras that the customer will receive… “For 3 low, low payments of only $39.99, you not only get these world-renowned chef knives, but you can also get this free laser-etched spatula!  AND THAT’S NOT ALL!  We will also Read more

Don’t Harp on the Customer’s Mistake - 6/24/25


Seth’s daughter, Sarah, had missed some swim classes, and Seth remembered that the aquatics center had several make-up classes available late in the summer.  So Seth pulled up the class schedule on his phone, found one that worked on his and Sarah’s schedules, and planned to attend a session Read more

Create Customers for Life - 6/17/25


Veronica has gone to the same automotive service shop for at least 20 years.  She bought a new car about a year ago, and this is the third car she’s brought to the shop instead of taking her car to the dealer where she bought it.  She’s had three Read more

Don’t Turn the Customer into the QA Department - 6/10/25


Roberta received a form with information filled in by the company after her conversation with the account rep.  Roberta just needed to review the information, fill in some of the blanks, sign it, and resend it in order to set up a new account. She noticed that the effective date Read more

Imitate to Improve - 6/3/25


Oscar Wilde said that “Imitation is the sincerest form of flattery.”  Now this doesn’t mean that plagiarism is the sincerest form of flattery.  Nor does it mean that great impersonators such as Rich Little, Dana Carvey, or Frank Caliendo are always offering flattering portrayals of those that they imitate. Wilde’s Read more

How the Customer Perceives a Truth as a Lie - 5/27/25


You’re the customer, you’re asking about an unused item that you’re returning, and you hear the employee say: “The refund process takes 7-10 days.”  You’re thinking: “Great!  I can get the refund check as early as a week from today!”  The reality is that the company means that they’ll Read more

Tell Customers What’s Next - 5/20/25


In most businesses that have been around for a while, how a process was originally designed is not how it currently operates.  Sometimes this change is referred to as “practical drift,” where the actual process moves further and further away from the documented steps over time.  Maybe the changes Read more

Questions to Guide You to Empathy - 5/13/25


“If I was him, I would do ABC…” If you’ve ever heard somebody say this - whether it’s a friend or acquaintance, whether it’s some TV reporter or podcaster - you may get as frustrated or as annoyed as I do. I get annoyed because we are not that other person. Read more

Negate the Nervousness - 5/6/25


The customer needed a loan, so he walked into the bank, but he was a little nervous.  He knew that launching his business would be easier if he had some working capital, but that’s about all he knew.  He was anxious because he didn’t know what to expect in Read more

Don’t Rush to Resolve Quickly - 4/29/25


The customer is angry, so you use the CSS LEAD technique as designed.  You, listen, empathize, accept responsibility, and deliver on a remedy.  But it doesn’t work.  The customer is still upset, and maybe even a little more frustrated than when you started…why?! If the use of this technique fails, Read more

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Do Some Root Cause Analysis on Customer Retention Issues

Posted on August 15, 2012 in Business Advice, World of Customer Service Please leave a comment

Here are comments from a Reuters article on Leap Wireless’ earnings issues:

  • Churn — or customer defection rate — rose to 4.4 percent from 4.2 percent a year earlier
  • Customer retention programs did not work out as well as expected and came at a higher-than-anticipated cost
  • Customer retention in the quarter was also hurt by reduced promotional activity.

Now, let’s do a little root cause analysis. To analyze these points, think “cause and effect.”

The first bullet is an effect – customer churn is up. But what was the cause? The second bullet says that customer retention programs didn’t work. So that was the cause? No, that wasn’t the root cause because the 3rd bullet says that customer retention was hurt by reduced promotional activity.

So reduced promotional activity was the root cause, correct? No, because promotional activity is needed due to something else missing.

So what’s the real root cause? They obviously have more work to do to determine the root cause(s); it’s unclear if they’ve surveyed exited clients. I’m uncertain if they’ve researched demographics and other characteristics of the customers, their usage patterns, their plans to determine key drivers of churn. It’s not clear if they survey clients to identify retention drivers and act on that intelligence.

What is clear is that the company is losing money and losing customers. As with any company in this situation, they need to systematically identify the root cause instead of jumping from symptom (i.e., lower profitability or retention) to solutions (increased promotions).

Do some root cause analysis on customer retention issues.

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


Would Poor Customer Service Make You Run for Office?

Posted on August 2, 2012 in Business Advice, Government Please leave a comment

The article Livingston County registrar of deeds faces ‘rude’ challenge notes how a Michigan resident decided to run in an election for the Register of Deeds for Livingston County because – as part of the reason – the customer service in the department is terrible. Staff are “definitely rude,” according to the candidate.

It’s interesting to read the article because – in order to get votes – this individual is attacking the very people she would be leading. It’s also interesting that the incumbent defends herself by talking about all the process improvements she made without addressing any efforts she made to ensure that the staff themselves are customer service-oriented (i.e., to ensure they’re NOT rude).

If I tried to run for office or (for private sector companies) take over every organization that provided poor customer service, I’d be taking over a whole lot of businesses. So I’m not suggesting that what this one resident is doing is a path that must be taken, but here’s what I am suggesting.

The two candidates – in total – are correct. Customer service is about employee attitudes, processes, systems, and communications. Improving customer service is about addressing those items, but it’s also about other things.

It’s about helping the customer to help themselves. It’s about trying to determine why you get repetitive questions and determining how to reduce those questions through improved customer education. It’s about learning why you get complaints, determining root causes, and not getting those same complaints again.

Learn a little lesson from this Michigan election. Customer service is important; it could cause the incumbent their job. It could propel an outsider into a new position.

So if it’s so important, know how to manage the demand for customer service, and get into continuous improvement mode.

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


Use Hospital Data to Drive Patient Loyalty

Posted on July 26, 2012 in Business Advice, Healthcare Please leave a comment

What’s most important – Satisfaction or Loyalty? In healthcare, it’s not necessarily an either/or proposition. To get to loyalty, you typically need satisfaction. Building satisfaction is facilitated by multiple visits reinforcing positive experiences. But whereas data has been vital for decades in treating patients and measuring patient satisfaction, data is much more recently being tapped to track, predict, and facilitate patient loyalty.

In the article Where do Patients’ Loyalties Lie? Building Revenue by Improving Satisfaction, the author interviews a Texas data provider to address the use of data to drive loyalty in healthcare. The author quotes a data provider that stated “they should measure their performance on [satisfaction] drivers and develop strategies to close gaps and improve performance. Hospitals should first focus on the areas with the least satisfaction and where improvement is feasible.” The article then notes that “Another way to build loyalty among patients is to ensure easy access to the organization’s services.”

So a couple of the key points – that apply to any business – include:

  • Know Satisfaction Drivers – Your organization may measure satisfaction, but does your organization statistically correlate satisfaction of individual attributes to overall Satisfaction, Willingness to Return, Willingness to Recommend, and Loyalty? Identify satisfaction and retention drivers.
  • Prioritize Improvement Efforts on Satisfaction Drivers Performing Poorly – Your organization may try to improve on poor aspects of the customer experience, but is it improving on attributes of the experience that truly impact loyalty? In other words, try to improve on what really matters.
  • Ensure Ease of Access to Services – What barriers exist to customers accessing your services, your information, your answers? Assess your website’s ease of navigation, your phone system, your directional signage to the facility, and your employees’ responsiveness to needs and requests to make sure they facilitate customer contact, not impede it.

Target improvement efforts, and eliminate barriers to loyalty.

Want to improve your own personal customer service skills? Go to: http://www.amigreatat.com/


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