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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

How the Customer Perceives a Truth as a Lie - 5/27/25


You’re the customer, you’re asking about an unused item that you’re returning, and you hear the employee say: “The refund process takes 7-10 days.”  You’re thinking: “Great!  I can get the refund check as early as a week from today!”  The reality is that the company means that they’ll Read more

Tell Customers What’s Next - 5/20/25


In most businesses that have been around for a while, how a process was originally designed is not how it currently operates.  Sometimes this change is referred to as “practical drift,” where the actual process moves further and further away from the documented steps over time.  Maybe the changes Read more

Questions to Guide You to Empathy - 5/13/25


“If I was him, I would do ABC…” If you’ve ever heard somebody say this - whether it’s a friend or acquaintance, whether it’s some TV reporter or podcaster - you may get as frustrated or as annoyed as I do. I get annoyed because we are not that other person. Read more

Negate the Nervousness - 5/6/25


The customer needed a loan, so he walked into the bank, but he was a little nervous.  He knew that launching his business would be easier if he had some working capital, but that’s about all he knew.  He was anxious because he didn’t know what to expect in Read more

Don’t Rush to Resolve Quickly - 4/29/25


The customer is angry, so you use the CSS LEAD technique as designed.  You, listen, empathize, accept responsibility, and deliver on a remedy.  But it doesn’t work.  The customer is still upset, and maybe even a little more frustrated than when you started…why?! If the use of this technique fails, Read more

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

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The Quest is Not the Thing

Posted on January 31, 2011 in Business Advice, World of Customer Service Please leave a comment

The quest for the next customer is exciting, arduous, challenging, and – when you win – rewarding. Every quest begins with a first contact. You work hard to learn about this customer’s needs, wants, and priorities. You strive to learn their goals, their price parameters, and their personal profile. Where did they go to school? Do they have children? Who’s their favorite football team? Where did they grow up?

You learn the facts. You create the plan. You execute the plan. You make the sale, and you ring the bell in celebration! Then you move on to the next potential new customer, the next quest.

Is there something wrong with this picture?

You’ve just worked hard to earn that new customer. Yet, your focus now is on the NEXT new opportunity. What’s most important is the CURRENT new opportunity. So many people in business are in such hot pursuit of the next new opportunity that they are blinded to the current new opportunity.

What would rather achieve: 50 one-time sales or 50 sales from one customer? I hope you all responded "the latter." Think of each new customer as the beginning of a new relationship – your current new opportunity. Your primary focus after completing that transaction with the customer should be developing the relationship and initiating an ongoing system of communicating with them.

Selling to people you don’t know and don’t have a relationship with is hard. Create a legion of customers with whom you can relate, communicate, and – hopefully – enjoy working.

Create this legion by developing relationships with the one-time customers and making them your source for long-term business success.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


An Ice Cream Cone and a Princess – Lessons from Disney

Posted on January 20, 2011 in Business Advice Please leave a comment

The little girl was with her family at Disney World for the first time. She had just sat down to have her ice cream cone, and was wearing a princess outfit which was bought just for this special trip.

As she started to eat, the ice cream fell off the top of her cone onto her dress, and then onto the floor. As the tears started to well-up, the mother took her daughter to the restroom to get cleaned up.

When they went back to their table, they noticed two “cast members” standing at the table, and the other family members were there as well. The ice cream had already been cleaned up by the employees, and they asked if she was the girl whose ice cream had fallen. When she replied “yes,” one of the employees said “please come with me,” and the employee took the little girl’s hand, walked with the mother and child to the counter, and greeted the employee making the cone saying “This princess had an ice cream cone, and it fell. Can you please give her whatever she’d like?”

“I would be happy to,” replied the other employee, and the girl was thrilled to get a new cone.

There are LOTS of lessons to be learned here. First, the employees spotted the issue because they were looking for opportunities to engage and help customers. They proactively addressed the other family members. They immediately cleaned up the mess without having to be asked. They were patient in waiting for the child to return. They clarified what had happened. They used respectful phrases in addressing the customer. They quickly provided an alternative product, communicating well with co-workers.

I know…it was just an ice cream cone.

But think about your company. Where are there issues, whether caused by your organization or the customer themselves? How do you deal with these issues?

Are you looking to help customers? Are you proactive in engaging customers? Do you address issues without having to be asked by the customer? Are you patient with them? Do you clarify the issue instead of making assumptions? Are you respectful in how you address customers, particularly in these situations? Do you quickly remedy issues, working as a team for the customer?

Ask yourself these questions, and then learn a little lesson from a Disney Princess.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


“I Don’t Have Customers”

Posted on January 14, 2011 in World of Customer Service Please leave a comment

The meeting was going well, with a great deal of interaction between the 150+ people in attendance. Everyone was engaged and interested in learning and improving. The focus of the presentation was the results of a recent Mystery Shopping project that assessed various aspects of the organization’s performance from the customer’s perspective. The evaluation provided insight into the company’s web design, its financial processes, its sales and service functions, and its telephone systems among many other aspects of performance.

When the floor was opened to questions, one of the attendees said the following: “Listen. I make products. Why are we talking about this? I don’t have any customers.”

A loud gasp rippled through the audience. An argument ensued over whether that attendee had customers, who paid for the products, and how important service really is to this company. That conversation was a wake-up call to the organization.

We shouldn’t take for granted that everyone understands customer service is important. Based on this story, are we really sure that everyone believes that they even have customers?! When we’re trying to promote customer service within our organization, or get additional funding to retain more customers, or request resources to be more responsive in our service delivery, we’re often met with the answer “No.” We make assumptions as to why we hear “No,” and our assumptions often suggest that “we’re not getting our respect” or others “are pets of the executives.”

But in reality, we need to take on the responsibility to truly find out WHY in order to figure out HOW to overcome these obstacles. Start with the basics – who do the executives consider to be their customers? Is it important to the decision-makers to keep customers? What do the decision-makers consider to be the reasons why customers leave? Do those executives feel that people stay with a business for the same reason they start with a business?

That last question alone is a major red flag to any organization. It implies that advertising and marketing brought this customer in, so advertising and marketing are what will keep this customer as well.

Before you wonder why service isn’t “King” at your organization, start with the basics.

Ask those in-charge “Who’s Your Customer?”

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


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