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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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Body Language Tips from Other Experts – 2/17/15 TOW

Posted on February 17, 2015 in Customer Service Tip of the Week Please leave a comment


Sometimes it’s as important to admit what you don’t know as what you do know. By understanding the gaps in your knowledge or expertise, you allow yourself to be open to learn. You allow yourself to grow personally and professionally.

I pride myself on being able to read others’ body language and being very intentional about my own expressions, gestures, and other non-verbal cues when needed. But I’m not THE expert, and I don’t know anyone who has that title. However, I read this online article (17 Tactics For Reading People’s Body Language) with enough specific and interesting tips, that I wanted to share it with you.

In particular, note the use of the open palm to convey honesty; it’s akin to taking notes at a meeting; when I do so, I always leave my tablet flat on the table, in plain sight of the customer so they could easily read any note being written. This helps them to trust me more and become more comfortable in the conversation.

The article talks about a lack of crinkles around the eyes as being a red flag about a fake smile. I’m BIG on the eyes – making good eye contact, smiling with the eyes, watching other’s eyes. You can sometimes truly see into the soul and spirit of others through their eyes.

Finally, see “If they mirror your body language, the conversation is probably going well.” I don’t often look for people to mirror my body language, but I’ll often mirror theirs if they seem uncomfortable or not open at first. If I can get them to relax their body, open their arms, open their hands, then I’m sensing that they’re feeling more comfortable and open. And in customer service, the customers will become more confident in your response if they’ve first become more comfortable with you.

Be yourself. Be sincere. Be genuine.

And also be the best you can be with your body language.

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Reach Out and Touch Someone…Literally – 2/10/15 TOW

Posted on February 10, 2015 in Customer Service Tip of the Week Please leave a comment


Okay, so I’m going to get in trouble with some of you for this one – but it’s an idea to consider.

When face-to-face with that co-worker or customer, sometimes a gentle touch on the shoulder or arm is appropriate or helpful. Studies have shown that hugs can create chemical reactions that can aid one’s health, feelings, and even healing. I’m no clinician, but this point isn’t clinical. It’s personal. Sometimes it’s difficult to connect with people if there’s an invisible wall not allowing any contact. It can be tough to convey we care purely with words when we’re not willing to extend our hand to the other.

It’s hard to be empathetic during those conversations where pain and hurt are involved if we keep an artificial barrier between us.

Now we don’t want to become the grocery store chain that got sued by their check-out clerks because management encouraged the clerks to make eye contact with customers and smile (some customers felt that the clerks were flirting, which led to…uh…awkward exchanges).

We don’t expect you to act like the French, where a Ken Cooper study once showed that French patrons at outdoor Paris cafés casually touched each other 110 times per hour. But it also means we don’t have to be like some Londoners (0 touches per hour) or some Floridians (2 touches per hour).

The point is that sometimes caring for others requires that we do more than check their vital signs. It means that we have to do more than say “I care.” It means that we have to do more than smile or nod. Sometimes to show we care, to go beyond “professional” to “human,” we have to provide that human touch.

It’s a hand on the arm, a gentle pat on the shoulder, shaking the hand, or placing a hand on the back.

Do what’s appropriate and what you are comfortable doing – but be willing to do something. Don’t make the short distance that you stand from another person seem infinite…or infinitely impersonal.

Bridge the gap with the human touch.

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Districts Can Take Customer Service to HEART

Posted on February 4, 2015 in Business Advice, Education Please leave a comment

Blog 2-4-15“Customer Service” can be an uncomfortable phrase to use in the education world. We’ve seen this lack of comfort at the K12, community college, and university levels. There is often a discomfort with viewing students as customers.

But the idea of serving others is clearly important to those in education – it’s amazing how much care that education industry professionals can show for that student – whether they’re the kindergartener or the near-term college graduate. So where there’s care, there’s a heart part to what people do in education.

To learn to best deliver what we’ll call “Service Excellence” to students, parents, and others inside and outside of the school district, the Cleveland Metropolitan School District is partnering with the Cleveland Clinic on training that taps into their HEART customer service training program. According to the article Cleveland school district getting heart-to-heart talks from Cleveland Clinic, the District is “no longer a monopoly in the market where people go to school because we said so.”

Competition has spurred this focus on Service Excellence, and the training is just a piece of what the District’s doing. They’re also “labeling” (in a good way) staff’s roles beyond their functional responsibilities to also address their role in the service experience. A local community college is better measuring satisfaction, and they’re sharing results with the community to raise transparency about performance.

When you think about competition, growth, and success in the eyes of a community – don’t be daunted by the challenges, and don’t try to manufacture growth or focus on the competition. To get there, you have to start here – inside the organization.

Equip staff with the tools, motivation, training, and expectations to deliver Service Excellence. Take Customer Service to HEART.

Did you like this post? Here are other Education-related posts:


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