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Uncover Silent Concerns - 8/5/25


One of the customer service statistics we have quoted many times over the years is:  For every complaint you do hear, there could be 26 other customer issues that you don’t hear. And when we bring up that statistic, we bring it up because we want to make sure companies Read more

Talk Yourself Up to Take Down Their Anxiety - 7/29/25


I believe that most customer service people are pretty humble, so I’m not asking you to lose your humility.  But I do have one ask of you… When that customer is anxious or nervous, when they fear the future because the future is unknown or it could be laced with Read more

Use Little Acts to Make a Big Impact - 7/22/25


A WOW Experience is not always one instance, one act that blows away the customer.  It’s not always an over-the-top-the-employee-saved-the-day act of brilliance.  Sometimes a WOW is the sum total of a series of little things that others don’t do – those actions that differentiate you from others.  The Read more

Avoid Some Stress by Addressing Issues Quickly - 7/15/25


It’s good customer service to resolve issues quickly.  The customer sees the light at the end of the tunnel.  They more quickly bring their anxiety and stress, their negative emotions down.  And they more quickly get to a solution. But this tip is not about them.  This tip is about Read more

Better Customer Service through Better Teamwork - 7/8/25


We spend so much time talking about what great customer service looks like in those 1-on-1 Moments of Truth, that we often neglect to discuss what goes on inside the company that leads to those great moments.  We’ve talked about customer handoffs within an organization, but what does a Read more

Highlight the Hidden Value - 7/1/25


Marketing campaigns often highlight a particular product and ALL the features and extras that the customer will receive… “For 3 low, low payments of only $39.99, you not only get these world-renowned chef knives, but you can also get this free laser-etched spatula!  AND THAT’S NOT ALL!  We will also Read more

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

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Do This, Not That! – 1/9/18

Posted on January 9, 2018 in Customer Service Tip of the Week Please leave a comment


Several years ago, a relative introduced me to the book “Eat This, Not That!” One version of the book operated off that premise that if you have to eat at a particular restaurant, eat THIS option (not THAT option), because it’s healthier.

Now, let’s have some fun! Let’s apply the THIS/THAT approach to the phrases we use in customer service.

When a hospital patient is nervous or anxious, Say THIS -> We’ve helped many patients who have had the same treatment, and they’ve gotten through the process with positive results. (Build their confidence)

Not THAT -> Stop complaining. It’s not that big a deal. (Don’t downplay the person’s right to feel what they feel)

When a sports ticket holder is upset, Say THIS -> I can understand the frustration, and I’m sorry there was an issue with the seats. Let’s see what we can do about this for you. Can I have your account number, please? (Empathize and apologize; transition to a next step; ask them an objective question)

Not THAT -> What’s your account number? (Don’t ignore their desire for you to take SOME responsibility prior to moving to the solution)

When a customer calls with a complaint about the company and makes it personal about you, Say THIS -> I’d like to help you, Mr. Smith, but we need to be able to discuss it professionally. If that’s possible, I’m happy to talk more now, or – as an alternative – we can schedule a call to discuss again tomorrow, or I’m happy to get someone else to help you. Which option would you prefer? (Don’t take the abuse, but let them know your expectation for how you’ll be treated, and share alternatives)

Not THAT -> If you’re going to be a $%^&#!, I’m not talking to you! (Even though you may want to fire back, don’t feed into it and escalate the conversation; don’t sink to their level and make it personal)

There aren’t always perfect phrases for these situations, but there are characteristics of what to say and not say when faced with these challenges.

Do This, Not That!

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Turn the Basic into the Remarkable – 9/26/17

Posted on September 26, 2017 in Customer Service Tip of the Week Please leave a comment


When asked about my experience at an event, sometimes I’ll use the phrase “I can’t think of anything remarkable.” I came, I experienced, and I left. There was nothing worth remarking about relating to the experience.

Where experiences become remarkable is the place where something happened beyond the basic, beyond expectations.

The football game wasn’t remarkable (9-6 field goal battle – yawn), but let me tell you about the “rock star parking” I got! Dave, my account manager, hooked me up with this VIP parking.

The clinical care I received was good, but there was this one tech named Sandy who was so funny! I’ve never had so much fun getting my blood drawn!

I had an electrical inspector with the County come to my house, and he was great! Mark was not only quick, but he told me several things about how the electricity flows within the house and new technology trends coming out – learning about all that stuff was cool!

In every example above, the “product” (the game, the clinical care, the inspection) were delivered and were okay. But it was how they were delivered, the personalized aspect of the delivery, the special steps taken, the speed, the education associated with the product that make it worthy of a remark – what made it remarkable.

Maybe you’re in a job where you deliver the same information or product all day long. However, that doesn’t mean the experience that your customer has should be unremarkable.

Consider ways to go beyond expectations. It could be associated with a resource or benefit that you could share with the customer. It could be with how you engage, establish rapport, and converse with the customer. It could relate to what education you impart on the customer.

Whatever it is – find a way to deliver an experience that makes the most basic product a pleasure to receive.

Turn the Basic into the Remarkable.

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Responsiveness: Define it and Do it – 8/1/17

Posted on August 1, 2017 in Customer Service Tip of the Week Please leave a comment


One of the characteristics of customer service where I “hang my hat” is Responsiveness. It’s an aspect of customer communications that conveys you care, that the other person is important to you, and that their need or issue warrants your quick attention.

But what is “Responsiveness?” It may mean different things to different people. And to illustrate that point, noted below are some definitions and examples of Responsiveness that were shared by employees at 3 recent client workshops:

  • Follow-up quickly, Keep them in the loop, Tell them “I’m going to help you”, Give timeframes (set expectations), Provide them with what they need, Communication – be consistent.
  • Set expectations for the customer, Set up timeframes, Set expectations for next steps, Keep the customer informed, Be prompt.
  • Tell what you’re going to do and do it, Respond timely, Keep the customer informed – especially if there’s an issue – even if it’s not resolved, Follow-up.

 
Note that in many of these definitions and examples there’s an aspect of speed. There’s a focus on having ongoing communications with customers (even if it’s just for status updates). There’s a focus on helping the other person – and telling them that you want to help them. And there’s a component where you’re setting/managing expectations for responsiveness.

If you, your organization, or your customers put a premium on responsiveness, ensure that you have a clear picture of what that means and how it looks in your interactions with others. Make sure you have the needed speed, frequency of customer communications, clarity on your desire to help them, and expectation management.

Then your customers may just define Responsiveness…as YOU!

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