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Bear with Me - 3/31/26


As a customer, you’ve probably called a company and heard the phrase “bear with me.”  At that point, you know there’s going to be some sort of delay.  The CSR is giving you a heads up that there’s going to be additional wait time.  Essentially, they are trying to Read more

Slowing Down the Fast Talker - 3/24/26


Jeffrey had always been told by his manager to figure out the issue quickly and wrap up the conversation as fast as possible.  So, Jeffrey was hyper-focused at finding that one key word that could identify the issue and help him to transition quickly to what might be some possible Read more

Don’t Bury the Lede - 3/17/26


Mary was working at the office, and she received an e-mail alert from the water company.  There was a water outage in her neighborhood.  It looked like it was going to be a couple hours to fix the issue. Sure enough, a few hours later around mid-afternoon, Mary received another Read more

Confirm the Real Issue Before You Start Solving - 3/10/26


Have you ever gone “down the rabbit hole?”  It involves going deep into some topic, some discussion – with analysis that creates complexity as much as it resolves it.  And that dive into the rabbit hole often starts with a simple question. Going down that rabbit hole takes time and Read more

One Question to Prevent a Follow-up Call - 3/3/26


The way some performance metrics work, you would think companies would prefer for their staff to talk to the same customer 4 times on the same topic for 8 minutes each rather than talking to them once for 10 minutes.  Many management metrics are too focused on average length Read more

Stay Calm When the Customer Isn’t - 2/24/26


There are all sorts of others’ emotions that you have to deal with as a customer service professional.  The other person could be anxious or upset, they could be angry or agitated.  It can run the gamut of emotions, but for you to deal with them in the best Read more

Don’t Begin with the Dead End in Mind - 2/17/26


Habit #2 of Stephen Covey’s “Seven Habits of Highly Successful People” is “Begin with the End in Mind.”  It speaks to the need to have a clear vision or goal for what you’re trying to ultimately achieve, so you understand the purpose of what you’re doing.  It helps you Read more

Explain without Over Explaining - 2/10/26


The customer has a question, and we have an answer.  They need to learn something, and we’re in the position to be the educator.  There’s a process they have to go through, and we need them to understand. We know so much, and we could impart so much, but sometimes Read more

Look for a Stop Sign - 2/3/26


As a customer service professional, what you say matters.  The information you’re providing is useful.  The direction you’re giving the other person is helpful.  But... As you’re speaking, you also need to be reading.  Reading the other person.  Watching the customer, determining whether and how they’re receiving what you’re sharing.  Read more

When They Want the Supervisor - 1/27/26


Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to Read more

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What’s the Score?

Posted on April 11, 2013 in Business Advice, Education Please leave a comment

When you’re competing with others, it’s easier to know if you’re winning if you’re keeping score. Seem obvious? When you’re playing an individual sport (like golf), it’s easier to know if you’re doing well if you have a goal. Also obvious?

Well here’s something that might not be as obvious. What is your key measure of success in customer service? How do you know (in measureable terms) if you’re winning, if you’re doing well?

In the article California community college students losing ground, the author notes “Statewide, 49.2 percent of the students who enrolled in 2006 to earn a certificate or transfer to a 4-year college did so within six years, compared with 52.3 percent of those who started college in 2002. Completion rates for black and Latino students were below 40 percent.

Bay Area schools reflected the statewide trends, with completion rates sliding at about two-thirds of the colleges.”

Essentially, the State of California has defined “winning” for community colleges as the percentage of “students who enroll and earn a certificate or transfer to a 4-year college within years.” They monitor performance via trends and stratify it by district, ethnicity, etc.

To improve performance, you need a goal. You need a target. You need something measureable, but then you need to understand the true drivers of that measure – the causes to the effect. Remember that metrics like these do not point out what problems exist; they point out the symptoms of problems, but then the community colleges must take the next step to identify root causes.

Customer Service is not a soft science, and Student Success is not an altruistic goal. Student Success has financial impact, economic development impact, documented business and social impact. Make it more tangible by creating the scorecards that measure success as real-time as possible at both the organizational and individual student level.

Define “winning.”


Patient Satisfaction Issues? They’ve Got Your Back

Posted on March 21, 2013 in Business Advice, Healthcare Please leave a comment

Patient care is a huge driver of patient satisfaction in any healthcare business. The patient and family want you to alleviate their pain, address their malady, and fix their broken bones.

But what also drives patient satisfaction is what surrounds the patient care. It’s the person, the process, the facility, and communications. In the article 6 Ways Spine Surgery Centers Can Increase Patient Satisfaction, many of these types of factors are addressed. Here are their 6 key recommendations with our interpretations:

  • Communicate with patients throughout the process – Manage perceptions during those wait times; help to relieve anxiety through communication.
  • Pick the right support staff – It’s easier to train on a skill than on an attitude; make sure employees with great attitudes, organizational skills, and communication skills are the ones that are customer-facing.
  • Cater to caregivers – Realize the link between employee satisfaction and the experience those employees provide to their customers.
  • Follow up – Confirm satisfaction, identify issues, and expedite issue resolution.
  • Take feedback seriously – Use the feedback not just to address that one situation, but also use it to implement permanent solutions to recurring issues.
  • Only work with likeminded third parties – Realize that partners’ performance reflects on you; partner with those that share your customer service philosophy.

To satisfy the patient, create strategies that go well beyond the patient care.

Interested in improving your patient satisfaction? Check out: http://cssamerica.com/csshealth.htm


A Customer Service Life – from Utilities to Consulting and Politics

Posted on March 14, 2013 in Business Advice, Government 1 Comment

Is it easier to deliver great customer service in a private industry than in a public or governmental organization? Yes, because customers of a federal, state, or local municipality don’t have a choice; there’s no competition, and therefore customer service at governmental organizations suffer. Or…No, because all private businesses care about is new sales and marketing, and they don’t truly care about customer service – they view it as purely a cost center.

So who’s right – the Yes crowd or the No crowd?

The real answer is that it’s easier to deliver great customer service if you have leaders who care about customer service – regardless of whether the organization is private or public.

Mayor Terry Sinnott is recognized in the article Meet your Del Mar mayor: Sinnott uses customer service strategies to better Del Mar for his success at San Diego Gas & Electric, as a customer service consultant, and as Mayor. When asked about his philosophies, Sinnott stated “Real effective customer service is based on learning, and you have to interact with customers to learn what they are experiencing and what’s positive and negative, and from that information you can develop new skills and strategies to make it better,”

He continued “The challenge is to figure out the strategy, set goals and help the organization understand the idea and know how to implement it,” he said. “Similarly, issues or ideas presented on the City Council must be represented to the community as best as possible.”

So the crux of these key points is that leaders need to listen to improve, and a big part of listening is asking the questions of all key stakeholder groups and using it to strategize. We’re not asking and reacting, constantly changing based on what fire or hot button issue is present. Instead, we’re asking, learning, strategizing, and implementing improvements for the long-term.

There are many nuggets in this article. Check it out, and make continuous improvement a planning-oriented part of your long strategy for success – whether you operate in the private or public world.

Want more nuggets? Check out:


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