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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

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

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Quoting Einstein – 9/24/13 TOW

Posted on September 24, 2013 in Customer Service Tip of the Week Please leave a comment

Einstein once said “We can’t solve problems by using the same kind of thinking we used when we created them.”

With that in mind, think about your organization’s (or your own) current issues. . .

Your bank is losing accounts. Your team is losing season ticket holders. Your municipality is getting more complaints than ever, or maybe your hospital’s patient satisfaction ratings are dropping.

You personally are seeing the quality of your work decrease; your co-workers aren’t as responsive to your requests as normal; you’re feeling less organized, or you’re getting more criticism than you’re used to hearing.

You want to find a solution to these issues, but – using Einstein’s quote – you need to approach the solution with different thinking, different questions, a different process than you used to create the problem.

Now none of us intend to “create the problem,” but we do typically create a process, a program, a philosophy, or a way of prioritizing. We do have a method to use to gain input, to make decisions, or to execute a plan.

So here are some considerations for how to solve problems with a different kind of thinking. If you don’t use these currently, consider them:

  • Have a customer advisory group help you in better understanding the problem, identifying potential solutions, or “testing” programs/products/processes prior to implementation.
  • Ask front-line employees what issues they’re hearing and how the organization can more quickly identify chronic problems and develop solutions.
  • Look at how different industries deal with problems similar to yours. What could colleges learn about retention strategies from sports teams? What could hospitals learn from manufacturers about continuous improvement? What could a bank learn from a high-end retailer about the customer experience?
  • Ask an employee of some business you patronize how they always seem to be in a great mood or how they’re able to respond so quickly to requests.
  • Ask a vendor how they maintain such a consistently high level of quality.
  • Identify different “hats” to wear in analyzing a problem, and get a group of people to look at the same problem wearing these pre-defined hats. For example, have all members of the group analyze the problem using their “Data Hat” (They all look at the problem, its root causes, and solutions based on what the data’s conveying). Other examples could include: People Hat, Process Hat, Communications Hat, Materials Hat, Motivation Hat, etc.

When problems arise, find new ways to overcome old issues.