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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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It’s Right to Note “That’s Not Right” – 6/8/21

Posted on June 8, 2021 in Customer Service Tip of the Week Please leave a comment

TJ was doing some construction work for the homeowner, and he noticed something unusual about the paint texture on the storm door that he was about to install.  The homeowner had purchased the door, and when TJ was getting ready to install it, he noticed that the door had a grainy texture to the paint instead of being perfectly smooth.  “That’s not right,” TJ said, and he talked with the homeowner and investigated whether the paint job was defective or just a different finish than expected.

As he was walking through the house, he noticed cracks on the wall and remembered about some recent construction that had been done near that spot.  He said “that’s not right,” and he told the homeowner, investigated the cause, and offered some potential solutions.

As he was getting ready to wrap-up his work, he noticed some trim at the house that could use a fresh coat of paint.  “That doesn’t look right,” he thought.  He wasn’t a painter, but he offered the homeowner two different painters whom TJ trusted to contact if the homeowner wanted some help.

TJ was observant and proactive.  He didn’t make or buy the storm door, he didn’t cause the crack in the wall, and he wasn’t a painter.  But he noticed all the concerns, proactively brought them to the attention of the homeowner, and gained nothing directly from any of the issues.  In fact, it required more of his time than ignoring the issues would have required.

But TJ was focused on identifying the needs of the customer and doing what was best for the customer.  Know that TJ has gotten multiple referrals from that homeowner and also got some repeat business as well.

Be like TJ.  Look around.  Identify customer needs and point them out to the customer.  Maybe you can address the needs, or maybe you’ll just recommend a course of action to the customer.  But by being proactive, you gain trust, respect, and loyalty.

Identify situations where “that’s not right” to get the right kind of relationship with your customer.

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Tailor to the Type – 5/25/21

Posted on May 25, 2021 in Customer Service Tip of the Week Please leave a comment

Every customer is different.  We need to look at each customer as unique, because they feel that they and their situation are unique.

But even when you have that individual focus, there are a few basic philosophies of great customer service that apply to certain customer types:

  • If they’re upset, listen.
  • If they’re new, learn.
  • If they’re long-term, appreciate.

 
When people are upset, they want to feel that you care, like you truly want to help.  But when you interrupt or argue, you’re not allowing them to vent and blow off steam.  You’re not allowing them to make their point.  You’re conveying that you don’t care.  If they’re upset, listen.

When a customer is new, you want to begin developing a relationship, and as we often say, it’s easier to have a relationship with someone you know than with someone you don’t know.  Be inquisitive.  Ask questions.  Why did they shop with you?  What do they need?  What do they look for in an organization like yours?  If they’re new, learn.

When you’ve had a customer for a period of time – a recurring customer, they want to feel like you value their past purchases, their business…like you value them.  Get to know their name; be patient; reference past positive interactions.  Say “Thank You” over and over again – they deserve it!  If they’re long-term, appreciate.

Know what type of customer you’re engaging, and refine your approach.

Tailor Based on Customer Type.

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The Problem with “No Problem” – 5/18/21

Posted on May 18, 2021 in Customer Service Tip of the Week Please leave a comment

The man asked for his girlfriend’s hand in marriage, and she said: That’s not a problem!

The customer walks into the bike shop wearing a cast and notes that the new bike he just bought had brakes that failed and that need to get fixed. The employee responds:  No problem.

The employee picks up the phone, and the customer says:  Thank goodness I finally got a live voice! I’ve been on hold for 15 minutes!  The employee responds:  No problem.

These are just crazy examples…or are they?

I wish we could strike “no problem” from the list of acceptable phrases in the world of customer service.  The problem with “no problem” is that it is literally saying that the customer is not a problem for the employee.

In the example above, the girlfriend’s sentiment is to shout Yes, but she says “no problem.”  Oftentimes customers do their part in a process or are doing something nice for the employee, and instead of employees being appreciative, they say “no problem.”  Where is the positivity and appreciation?

With the customer in the bike shop, there was an issue that was caused by the company, and instead of the employee being empathetic/understanding and accepting responsibility, he basically ignores all that and instead states “no problem.”  Why would you just tell somebody who you’ve created a problem for that helping them is no problem?

Just because the customer who’s been on hold 15 minutes says “thank goodness,” that doesn’t mean that the employee should respond “no problem.”  A 15-minute wait actually IS a problem.

In customer service, we talk about body language and tone of voice a lot, but the words matter, too.  Appreciation for customers matters.  Accepting responsibility for problems a company causes matters.  Conveying some empathy for the difficulty customers had to go through to get to us matters.  And all those things that matter don’t come across in the phrase “no problem.”

Realize the problem with no problem.  Make sure the words we use convey the right message to our customers.

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