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Ownership when Fixing Others’ Errors - 9/22/26


We were conducting training with a client recently, and one of the participants, Jackie, is in a role in his organization where he goes out to the customer site to investigate issues, address customer complaints, and fix problems.  While he’s at the site, he often gets an earful from Read more

Why “No” is So Important - 9/15/26


The employee told the caller: “I don’t think that is possible.” The customer eventually hung up, and redialed to ask a different employee the same question. The employee responded to the customer: “That’s probably not the best way to do it.”  Then, the customer kept asking question after question, arguing Read more

It’s Not “You,” It’s “I” - 9/8/26


During a business writing course that I took years ago, the instructor had us write an e-mail.  I can’t recall if it was written to a co-worker or customer, but after writing this e-mail, she had us count every “I” and “You.”  We talked about how we need to Read more

It Shouldn’t Make a Difference, But… - 9/1/26


We have this conversation with lots of our sports clients, but the principles apply across all different industries.  Too many service representatives view a conversation with a customer as a transaction.  Just get him off the phone as quickly as possible.  The customer is Joe Public, not Joseph Pendergrass.  Read more

Use What the Customer Gives You - 8/25/26


Scenario #1: The customer sent an e-mail to the general inbox at the company.  The message noted that the customer needed to get a family member added to their account, but they couldn’t tell from the website how to do so. The next morning an employee opened up the e-mail, Read more

How Better Customer Service is Better for You - 8/18/26


Oftentimes, we have employees in training or workshops who really want to understand what’s in it for them to deliver better customer service.  How does the employee benefit from a better customer experience? Noted below are 5 different aspects of a great experience desired by the customer.  What if... The customer Read more

Manage New Customer Expectations - 8/11/26


The fan had never been to a motorsports event before, but they had been to concerts.  They had been to big conferences.  At those other events, they could park right next to the venue, many of the activities were indoors, and weather was a non-issue.  So, they were not Read more

Complement Empathy with Action - 8/4/26


A man falls into a hole, and he can’t get out.  He starts yelling for help, and a doctor walks by and looks down the hole.  The man in the hole yells to the doctor “Please help me.  I’ve fallen into this hole!”  And the doctor takes out a Read more

My 8-Minute Visit at the DMV- 7/28/26


I needed to get a Real ID, which in North Carolina facilitates airline travel and other identity verifications.  My wife suggested I go to one particular DMV that was a LONG way away from home, but where she had experienced great customer service.  I was lucky to find an Read more

When They Might Walk Out the Door…Permanently- 7/21/26


Have you ever had one of those conversations with the customer where they literally tell you they’re about to stop doing business with your company?  This is it.  They may bring up a competitor or found another way to get their need met, or they are just leaving. When we Read more

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Great Customer Service is the Opposite of Election Politics – 10/11/16

Posted on October 11, 2016 in Customer Service Tip of the Week Please leave a comment


Is anyone tired of the U.S. elections already, even though they haven’t taken place yet?

At the national level and also at the local level, politics seems to be driven by an endless series of slogans, trite sayings, and jargon. They include brief words, phrases, or labels trying to get us to love one candidate or detest the other.

Candidates paint with broad brushes when describing ideologies, ethnicities, and characteristics of their opponent or those whose vote they want to impact.

Great Customer Service is different. In many ways, it’s the opposite. Great Customer Service is about the 1-on-1, not the categorization of the masses.

Great Customer Service requires that I must view you as an individual, a unique person with your own gifts and talents, your own issues and priorities. I cannot take you for granted based on how you look or what you say. I cannot judge you or your situation based on the question at hand or the manner in which you present yourself.

I can’t rely on the superficial. To be empathetic, to truly help, I need to be willing to go deeper. I need to care enough about you and your needs to ask questions, to listen, to allow you to paint the picture of the uniqueness of your situation.

I can’t force you into a group; I must allow you to create an impression of the unique you.

When trying to help someone, don’t let the superficial or their first impression result in your prejudging them – whether that judgement be good, bad, or indifferent.

To be great at customer service in those 1-on-1 moments of truth, strive to view the other person as one who is unique.

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A Customer Service Week Top 10 List – 10/4/16

Posted on October 4, 2016 in Customer Service Tip of the Week Please leave a comment


Why is Customer Service Week important? It’s an opportunity to recognize wonderful staff, convey appreciation to customers, and reinforce the great that customer service can do for organizational success.

To that last point, here are the Top 10 ways that Customer Service Teams benefit the organization:

  1. Issue-resolution – They fix problems that are created elsewhere in the organization by addressing customer issues with company products, processes, and people.
  2. Collaboration – Customer Service Teams bridge the gaps between siloed departments to bring all the corporate tools and resources together to meet the client’s needs.
  3. Relationship-building – They grow relationships with customers, creating an affinity for the organization all while customers may be complaining about the product.
  4. Maximize Revenue – Customer Retention reduces lost revenue, so great Customer Service Teams make life easier for Marketing and Sales departments who don’t have to uncover as much new business tomorrow because of business lost today.
  5. Positivity – They create a more balanced environment of positivity, recognition, and relationship-building in organizations that would otherwise focus almost exclusively on accountability and cost-control.
  6. Long-term Thinking – Great Customer Service Teams help foster a long-term, retention-culture in organizations often overrun with short-term thinking.
  7. Continuous Improvement – They identify recurring issues, and share those with others in the organization to uncover permanent solutions.
  8. Drive Innovation – Customer Service Teams are continuously learning what issues, needs, goals, and trends customers have – and how they’re changing. These employees can serve as the “Voice of the Customer,” identifying changes in customer wants and needs that drive innovation.
  9. Competitive Advantage – Great customer service is a huge differentiator for companies, especially those where products or pricing varies little from business-to-business.
  10. Reputation – Great Customer Service Teams make your business look good. They’re often the “last impression” after a product purchase – when there’s a question, concern, issue, or need for follow-up.

Recognize the great Customer Service Teams that make your organization a greater success!

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A Story of Above and Beyond, Olives, Ellies, and Giant Babies – 9/20/16

Posted on September 20, 2016 in Customer Service Tip of the Week Please leave a comment


A giant baby store – let me rephrase – a baby store that’s huge (like a big box retailer, not a store for giant babies) can be intimidating for first-timers. So much merchandise, so many options, so much selection – all to care for an 8-pound little human.

These stores can also be intimidating for those who are very experienced with babies – although the most recent personal experience was decades ago. To whom am I referring? Yes, grandmothers.

Ellie is such a person – a wonderful grandmother who was invited to a neighbor’s baby shower, which meant a visit to the dreaded baby superstore. When Ellie entered, she thought she knew what she wanted, but she was overwhelmed with the store size and selection. Standing there in the cavernous confines of the store – looking around, partly amazed and partly bewildered, Ellie was greeted by Olive – an employee.

Olive asked Ellie if she could help, and Ellie described the first item she needed; then Olive walked with Ellie to the other side of the store and found the gift. Olive asked if Ellie needed anything else. There was one more item, and that resulted in a trek to a different part of the store.

Then Olive walked Ellie to the front to check-out, and as they reached the cashiers, Ellie noticed a table with giftwrap. Ellie asked what the table was for, and Olive noted that customers are welcome to wrap their gifts for free after purchase.

“Wow! That’s a great idea. Since you did such a good job of helping me with everything else,” Ellie said, “maybe you could wrap for me, too!” Ellie and Olive laughed, Ellie said thanks for the help, and she paid for her items.

As Ellie got her items together to leave the store, Olive showed up, greeted Ellie, and said “I’ll be happy to wrap those for you!”

“Oh no. That’s not necessary,” Ellie replied. “I was just joking.”

“But it was a great idea – I’m happy to help,” Olive finished.

So Olive wrapped the gifts, Ellie went on her way, and there was a story set to be retold numerous times.

Service Excellence is often about treating people special. Treat a customer special by doing for them that which they could do for themselves.

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