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Uncover Silent Concerns - 8/5/25


One of the customer service statistics we have quoted many times over the years is:  For every complaint you do hear, there could be 26 other customer issues that you don’t hear. And when we bring up that statistic, we bring it up because we want to make sure companies Read more

Talk Yourself Up to Take Down Their Anxiety - 7/29/25


I believe that most customer service people are pretty humble, so I’m not asking you to lose your humility.  But I do have one ask of you… When that customer is anxious or nervous, when they fear the future because the future is unknown or it could be laced with Read more

Use Little Acts to Make a Big Impact - 7/22/25


A WOW Experience is not always one instance, one act that blows away the customer.  It’s not always an over-the-top-the-employee-saved-the-day act of brilliance.  Sometimes a WOW is the sum total of a series of little things that others don’t do – those actions that differentiate you from others.  The Read more

Avoid Some Stress by Addressing Issues Quickly - 7/15/25


It’s good customer service to resolve issues quickly.  The customer sees the light at the end of the tunnel.  They more quickly bring their anxiety and stress, their negative emotions down.  And they more quickly get to a solution. But this tip is not about them.  This tip is about Read more

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

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How to Show the Opposite of Indifference – 4/25/17

Posted on April 25, 2017 in Customer Service Tip of the Week Please leave a comment


Sometimes the best way to define a word is to say it’s the opposite of another word – and then define that other word.

What is darkness? It’s the absence of light.

What is lethargic? It’s the opposite of energetic – where you move and you have the capacity to move. Imagine remembering people’s names easily, getting work done – the right work at a high pace; imagine maintaining your focus and your positive attitude all day long.

Now let’s define a key customer service word by painting a picture of opposites. Many studies have noted that – roughly 68% of the time – the primary reason customers stop going to Company A and move to Company B is that they perceive Company A is indifferent to them.

Therefore the question is: What is indifference?

  • It’s the opposite of responsiveness, where you quickly reply to messages, immediately take action on issues, and effectively manage customer expectations.
  • It’s the opposite of proactivity – where you initiate conversations with clients, even when you know the conversation is going to be on a difficult subject.
  • It’s the opposite of engagement – where your eyes, your gestures, your body language, and your tone convey interest in the other person and their situation.
  • It’s the opposite of caring – where the customer feels like you are concerned with their issues, needs, goals, and feelings.
  • It’s the opposite of follow-through, where you ensure the client got that need addressed.

 
If indifference is such a retention-killer for a business, do whatever you can to ensure you’re not perceived in that manner.

Show responsiveness, proactivity, engagement, caring, and follow-through.

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Set (Customer Service) Standards for Yourself – 2/21/17

Posted on February 21, 2017 in Customer Service Tip of the Week Please leave a comment


A recent article noted that a European home builder lost millions of dollars in 2016 because their Customer Service Standards declined.

So that begs the question – What are Customer Service Standards?

In short, they are the bare minimum that a customer should expect when interacting with a company. The bare minimum in terms of quality, timeliness, employee knowledge, attitudes, and responsiveness.

We help many organizations develop and implement these standards because they understand it’s a risk to leave customer service up to the individual employee’s expectations of what they should deliver or the individual department’s or business line’s understanding of what is great customer service.

For great customer service to be delivered CONSISTENTLY and in a manner that aligns with organizational values and business goals, it has to be defined. The Standards create clarity for how that definition looks/feels on a daily basis.

But Standards aren’t just for the organization to define in order to set expectations, individual employees should also set high standards of what they expect of themselves.

So what do you expect of yourself? At every “Moment of Truth” with each customer you encounter or co-worker you serve, what experience should you provide? What level of care for others do you expect yourself to convey? What should “respect” look like when you deliver it to others? How do you expect yourself to act with others so that they feel valued and their need seems important?

Companies should set Customer Service Standards to be crystal clear of their expectations and to help create some consistency in the customer service provided throughout their organizations.

Make sure you’re setting standards for yourself, too.

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Every Moment is an Opportunity – 1/24/17

Posted on January 24, 2017 in Customer Service Tip of the Week Please leave a comment


It’s a “Moment of Truth.” That’s a phrase used in customer service to typically describe when we’re one-on-one with the customer, and how we react or respond or engage the customer in that situation is make or break.

Do we build a relationship through our actions or tear it down? Do we engender loyalty or drive the customer away? Do we create “Raving Fans,” or do we develop detractors?

When we view that “Moment of Truth” phrase in these terms, it can seem ominous. It can create pressure. It can cause us to focus on “not doing something wrong” in that moment, causing you to hold back or do little proactively.

To help us get in a Success Mindset, let’s view every one of these moments as an opportunity:

  • It’s a chance to get customers to love your organization.
  • It’s a situation that could create positive word-of-mouth.
  • It’s a chance for you to convey you care about someone.
  • It’s an opportunity to make someone smile.
  • It’s a moment that will set your business above competitors in the mind of this individual.
  • It’s a chance to help this person to feel valued.
  • It’s one of those moments where we can flip anger to appreciation.
  • Instead of “making a sale,” it’s an opportunity to “make a customer.”

 
Don’t let the importance of the customer service Moments of Truth overwhelm you and cause you to hold back.

View every moment as an opportunity.

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