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Better Customer Service through Better Teamwork - 7/8/25


We spend so much time talking about what great customer service looks like in those 1-on-1 Moments of Truth, that we often neglect to discuss what goes on inside the company that leads to those great moments.  We’ve talked about customer handoffs within an organization, but what does a Read more

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

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Order a Pizza…Save a Life…

Posted on February 24, 2011 in Business Advice Please leave a comment

Talk about knowing and caring about your customer! This story about how a Domino’s Pizza delivery person may have saved a life was an amazing read and video. Check out the story, and think about how this could happen in your company…

An 82 year-old woman orders a pizza every day for 3 years. When one of her frequent delivery drivers learns that the customer hasn’t ordered in 3 days, the driver goes to the woman’s house and helps to find out that the woman had been on the floor of her home for 3 days and hadn’t been able to call for help. The woman will be fine, and this delivery driver may have saved her life. There are MANY lessons we can take away from this story.

First, be proactive with customers. Don’t allow their perception of you to be based purely on when they initiate the transaction or the conversation.

Second, monitor the activity of your customers. If something changes, that could be a symptom of a problem (or an opportunity for growth!). Act on those changes in behavior.

Third, care about your customer, and make sure they know you care by reaching out to them in ways that don’t always have a sales pitch attached.

Enjoy pizza, enjoy your customers, and enjoy life!

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/


Calling All Customers – Scream About Service!

Posted on February 17, 2011 in World of Customer Service Please leave a comment

When people find out that I’m a customer service speaker, researcher, and consultant, they immediately think that they have license to vent and complain to me…and I love every minute of it!

If people didn’t complain when something goes wrong, it would mean one thing – they’re apathetic. And nothing is worse than apathy. Care about SOMETHING!

The reason I love the daily/hourly challenge of helping organizations improve customer service is because – at its core – customer service is about caring for people. There’s an inherent greater good in what you do in business if what you do helps to improve how other people are treated.

So bad customer service should not be ignored. From the customer’s perspective, companies should be put on notice that “you better change or I’ll leave.” From the company’s perspective, bad customer service should be addressed and improved by management and staff.

Now when you receive poor customer service, don’t be apathetic – take action. There are many places to complain on the web, but better yet – complain to the company first, give them a chance to save you, and then leave if they don’t. Communicate your irritation and anger.

Studies have shown that only 1 in 26 of us will bring a concern directly to a company when we feel there’s an issue, so imagine how much more seriously that businesses would take us if they heard about all 26 issues! For some companies, it would be an avalanche of complaints and concerns.

On the flip side, if someone does something well, compliment them. Tell them that you – as a customer – care about customer service, and you thought that they did a GREAT job.

Make your voices heard loud – don’t be apathetic. Don’t always wait for someone to ask you for your opinion. Give it to them; be respectful, but give it to them.

You’ll be surprised how good you feel and how much your opinion is appreciated. And if your opinion isn’t appreciated, have the guts to say “good bye.”

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/


I’ll Drink to Great Customer Service!

Posted on February 16, 2011 in Business Advice Please leave a comment

In England, Simon Longbottom, managing director at Greene King Pub Partners, has embarked on a series of customer service initiatives for his pubs. The article (in Eat Out Magazine) notes how Pub Partners’ licensees will get customer service training to make consistent and improve customer service at the affiliated pubs.

The program was spurred on by recent secret shopper reports which have garnered national attention in UK retail circles. Keep in mind that Mr. Longbottom is doing this purely for business reasons. He states that “Research has shown that a high level of customer satisfaction has a direct correlation with customer spend.” He’s doing this for the money – customer service is just good business.

There are 8 key areas of focus for the training: Customer service and the profit chain, Service Excellence, Retail Service Excellence, Driving Up Performance, Service and Standards, Customer Feedback, Engaging People, and Action.

Great customer service works in banks, it works in pro sports, it works in government, education, healthcare, and even…in pubs.

Raise your glass for great customer 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/


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