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Be Amazing - 4/23/24


Watching Michael Jordan steal a pass and then dunk a basketball is amazing.  Taking a rocket to the moon is amazing.  The taste of my mom’s homemade beef soup is amazing. We all have our personal examples of what is amazing.  Usually, it’s something that we cannot comprehend, that we Read more

Talk About Yourself to Build Customer Confidence - 4/16/24


When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help Read more

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

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The Truth(s) About Customer Service

Posted on December 15, 2009 in Business Advice, World of Customer Service Please leave a comment

Here are a few (nearly) undeniable truths about customer service.

· Customers that you truly have a relationship with are more likely to give you the benefit of the doubt when something goes wrong.

· If customers feel like you listen, they’re more willing to talk.

· It’s easier to keep a customer that will provide feedback (good or bad) than one that never responds to communications.

· For most customers, what keeps them with you is not what got them for you.

· You can’t develop a relationship with a customer if you don’t know much about the customer.

· You can’t find out about customers if you don’t ask them about themselves.

· Companies which want to be great at customer service try to be fair and consistent with customers. In other words, they treat everyone special.

· It’s virtually impossible for any high-level executive to keep a customer. The employees keep the customers.

· Words set expectations, but actions deliver results.

· Don’t buy into the philosophy that “we need to treat our customers as family.” We need to show customers more appreciation than that.

· 50% of great customer service is doing what it takes to satisfy the customer. The other 50% is wanting to do it.

· If an executive doesn’t think customer service is important to the organization’s success, have him sit in a room with a competitor and a key customer and make that statement.

· You can’t control your customer’s opinion of you, but you can control the experiences they base that opinion on.

· If you decide you want to have a great day, you have a much better chance of having one.

Decide to Have a Great Week!

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


Electric Service

Posted on December 11, 2009 in Business Advice, Carolinas Please leave a comment

Do you have an electrical problem in your house? You know, your front porch light never comes on, or you wake up to find your ceiling fan dangling by a few wires above your bed. Maybe you need a new light installed or you need a lamp you bought at a garage sale to be rewired.

In most communities, finding an electrician that you can trust is like finding the proverbial needle in the haystack. But in Charlotte, North Carolina, we are blessed with a small firm that has won recognition for their customer service in national publications. The company is Amherst Electric. The reason why were talking about them in a customer service blog is that customer service is what makes them special. They always do the install correctly, and they always fix the problem. And they do so at a reasonable price, where you never feel like the business is taking advantage of your lack of technical skills or knowledge.

What makes them special is that this is the company you call on the phone, and they immediately answer. You ask for advice, and they give it to you over the phone. If you want to try something yourself, they give you some pointers to consider. They schedule the time, and then they actually show up when scheduled. It’s the kind of company that you want to refer to others. It’s the kind of people that are a joy to talk to.

When they are working in your home, they don’t wish you to leave them alone. If you have things to do, that’s fine. But if you’d like to talk to them about what’s going on, they’re more than happy to walk you through the process as they are doing the fix or the install.

There are gems out there in the service world. And usually those organizations are gems not just because they’re technically proficient, but it’s because they understand and live the true value and meaning of service excellence.

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


Retention – They’re Finally Getting It

Posted on December 8, 2009 in Business Advice, Education Please leave a comment

If you would have spoken with 10 administrators 10 years ago in the world of higher education – from community colleges to universities – you could have easily spoken for 2 hours about their priorities without student retention ever being discussed.

My, how times have changed.

It seems that more and more often, retention is discussed whenever goal-setting for enrollment is the topic.  Retention rates are part of the performance dashboards.  Retention strategies are developed with some similar planning focus to marketing strategies.

And why is there all of this focus on retention?  Because these institutional leaders – just like smart businesspeople – understand that retention means dollars.  Retention means less effort in recruitment.  Retention means less hassle in dealing with student complaints and turnover.  Retention means less change to address.  Retention means a faster path to success.

Not all educational institutions get it, however, when it comes to retention.  An organization that truly gets it understands that successful retention strategies require a great deal of research with current students on retention drivers, likelihood to stay, preferences, and satisfaction levels.  Research is required on former students to determine the true loss reasons for controllable exits.  Strategies need to have a component to look at the relationship-building structures and processes which need to be put into place to develop relationships with students and to quickly identify students at-risk of leaving.

Strategies need to be created to address internal cultural issues and priorities that currently run counter to the goal of retention.  And measurement strategies need to be adopted to ensure that issues and solutions are identified early enough to be addressed.

An education-based retention strategy needs to have the concerted effort and focus that balances internal culture with external relationship building, where all the key impact drivers of retention are measured.

Do you have a truly comprehensive retention strategy?

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


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