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How Persistence Saved the Day - 10/1/24


Sherrie saw the customer walk into her store holding his cell phone, and Sherrie immediately knew that was William.  She had spoken to William on the phone about an hour ago, he said he would be at Sherrie’s cell phone store in less than an hour, and there he Read more

Notice the Little Changes - 9/24/24


“My, how times have changed.” Yes, times have changed.  As a matter of fact, one of the biggest reasons why an organization’s customer service deteriorates is that times have changed…customers have changed…and the company has not… If we think about customer service delivery today v. decades ago, changes in technology alone Read more

Don’t Hurry…Be Quick - 9/17/24


No, this is not a take off on the Bobby McFerrin song:  Don’t Worry Be Happy. It’s actually a take off on the John Wooden quote:  Be quick, but don’t hurry. When I read Wooden’s book with this title, I liked the concept, and not just because John Wooden was a Read more

4 Actions for the Customer - 9/10/24


One way to look at the difference between proactive and reactive is that proactive is something that’s often done before it absolutely has to be done.  Maybe it’s something done that really doesn’t have to occur, but your professionalism takes over, and some action or communication that you know Read more

Don’t Kick the Problem Down the Road - 9/3/24


The error was obvious.  Shania is a clerk at a local government office, and she could tell that something was wrong with the permit request.  She was about to reject the request because the address was invalid. If this would have been handled like the normal process, Shania would have Read more

Reflect the Best of Your Customers - 8/27/24


When Alice walks into a business, whether it’s a restaurant or government building, whether it’s a Goodwill or a grocery store, she has a certain way about her.  She’s the customer, and it’s not unusual to hear her say to the employee:  Thanks for being here today! It’s not unusual Read more

Create Your Personal Motto - 8/20/24


Take a look at these mottos: It’s the real thing. Just Do It. Have it your way. Betcha can’t eat just one. Breakfast of champions. Do you know the companies?  The answers are at the bottom of this tip. So why am I asking you about mottos?  And why do almost all of them make me Read more

Create MAGIC with Your Customers - 8/13/24


Years ago, we worked with the Orlando Magic in the NBA, and they needed more consistency in their customer service – they needed a standard of engagement with the fans and their account holders.  They were trying to identify the “Orlando Magic Way” – their desired customer experience with Read more

Build Strong Customer Connections - 8/6/24


We’ve worked in health care, education, local government, finance, pro sports, and many other industries.  And while our clients’ customers are often different, their specific scenarios for engaging those customers are different, and policies and procedures are different - there’s one thing that is pretty similar.  And that is Read more

Running Late in the Rainstorm - 7/30/24


The mom was a little panicked.  She had just left work and had run into an unexpected popup rainstorm, and traffic had come to a halt.  She was on her way to pick up her 4-year old at childcare.  The facility had a policy of charging a fee for Read more

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In Government, Do You Want Good Customer Service or Low Costs?

Posted on March 19, 2014 in Business Advice, Government Please leave a comment

Blog 3-19-14Quality, Price, Service – Select any 2.

This is the sign that supposedly hangs (or hung) in dry cleaners across the country. The point is, you can’t have all 3, so figure out – essentially – what you DON’T want.

In the world of customer service, organizations often have a similar question – Do we want good customer service or low costs?

This is based on the assumption that you can’t have great customer service without increasing costs. The recent article Water operations review in GA county seeks cost savings, customer service improvements notes how one Georgia county is trying to do both.

The DeKalb County Department of Watershed Management (DWM) has hired a consulting firm to evaluate organizational efficiencies, but in doing so also improve customer service. There isn’t a great deal of detail in the article, but you can glean some of the strategy by what’s included in the article: “The partnership is also expected to improve customer service and reduce wait times for customers. A thorough review of the utility’s administration, planning, operations, maintenance and capital programs, customer service, and billing and collections will also occur.”

To improve customer service, one key is to view customer service as the composition of the employee attitudes and the service processes. More standardized, high-quality processes often are more efficient and result in less rework, fewer complaints to address, and higher productivity. This equates to lower cost.

The review of multiple departments suggests that they’re looking from a structure and process perspective to find inefficiencies in internal processes, internal communications, and communications about customer needs/issues. Streamlining internal processes often results in improved efficiency, and designing processes and customer communications to be better coordinated usually improves the customer experience.

It is definitely possible to reduce costs and improve customer service at the same time. The key is to look at processes and communications: Where is the poor quality? There’s a cost to poor quality. Where are the complaints? There’s a cost to address those. Where is there a lack of standardization? There’s financial benefit to moving to best practice. Where are the redundancies? There’s savings from eliminating waste.

Learn a little from these water works – focus on process and communications to reduce costs and increase customer satisfaction.

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Create a Patient-Centered Culture

Posted on November 14, 2013 in Business Advice, Healthcare Please leave a comment

Zappos delivers great customer service, but its leader seems to talk mostly about his corporate culture. Disney is always brought up in seminars we provide for their great customer experience, but so much of what makes it a great experience is the consistently high performance of its “cast members.”

Culture and customer service are intertwined in great companies, and that’s why it’s no surprise that the article NY nurse executives focus on positivity addresses how to drive higher patient satisfaction by creating a patient-centered culture. According to the article, successful healthcare organizations possess a “strong unit and organizational leadership that promote a service culture tied to operations and finance; effective partnerships with patients and families; an engaged and satisfied workforce; and a strong performance improvement focus.”

Note what’s being discussed here…leadership that’s strong…leadership that promotes service…an organization that realizes patient/customer satisfaction is intertwined with operations (processes) and finance (business outcomes). They address partnering with customers, having motivated staff, and continually improving.

I agree with all these points; most cohesive cultures are created and fostered by leaders who have a well-articulated vision, who practice what’s preached, who understand the process impact on patient satisfaction and the patient satisfaction impact on financials.

But some of the “hows” are missing from the article. How do you get an engaged workforce? How do you continually improve? Leadership is the start, but that focus on patient satisfaction has to begin with your hiring process and criteria for staff, what you reward them for doing, and how you hold them accountable. A patient-centered culture requires training and an internal communication plan that is proactively conveying the messages to staff that you want repeated to patients. Patient-centered cultures require smooth information flow from patients and families to staff and leadership, so data-driven improvements can be made real-time when needed and through root-cause analysis when recurring issues occur.

To create a patient-centered culture, get leadership on board, and get the ball rolling through hiring, motivation, accountability, training, communications, process design, and continuous improvement.

Create a great culture with your people to create a great experience for your customer.

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Give Customer Service Some Definition

Posted on October 31, 2013 in Business Advice, Government Please leave a comment

In the article New city administration sets priorities at day-long planning session, El Paso city officials met to identify 2014 goals. According to the article, “Customer service emerged as a key focus, for the new administration, during the planning session. The city’s mission statement says that it is ‘dedicated to outstanding customer service for a better El Paso.’ City Representative Larry Romero added that part of the city’s duty in providing high customer service is first identifying the priorities and levels of service needed. Deputy city manager Jane Shang said the city needs to revaluate and change processes to streamline city government and, ‘deliver services quicker and better.’”

Based on those points, here are some nuggets for any business to consider:

  • A Mission Defines Your Daily Purpose. Use the Mission to guide your planning efforts. Are you aligning your plans to your Foundation Statements (Mission, Vision, Values)?
  • Define “Customer Service” for Your Organization. Customer service is a general term, so is it defined as the employee attitudes, systems, processes, facilities, or something else?
  • Define Where You Want to be GREAT! Don’t strive for perfection in everything – there have to be priorities set. Are you going to delight the customers with your attitudes, systems, processes, AND facilities? If so, do you have an unlimited budget?
  • Define Your Customer Service Standards. Where you don’t have an unlimited budget, define bare minimum expectations. If we’re not going to have facilities that resemble the Ritz-Carlton, what is at least a minimum expectation?

Whether you work for a municipality or not, to create a focus for your customer service initiatives, give customer service some definition.

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