experience | Customer Service Solutions, Inc. - Page 2

The New Burger Experience - 7/16/24


Floyd loves a good hamburger. Any chance he gets to try a new spin on an old standby, he takes it. Recently, a burger joint opened near his house, and Floyd was very excited! It was owned by and named for a world-renowned chef, so it had to be Read more

Boost Customer Happiness - 7/9/24


There’s a cooking show that a friend of mine watches, and the premise is all about reverse engineering food.  They may take a Reese’s Peanut Butter Cup, analyze it, and determine the ingredients just by tasting it.  Then they figure out a recipe.  The cook will try to make Read more

Brainstorm to Better Yourself - 7/2/24


I’ve led enough sessions with clients on continuous improvement topics to have solid experience on how to lead ideation exercises, brainstorming to develop new ideas.  Oftentimes these sessions start with the right question; the first answers may not be the ultimate solution, but they can serve as a jumping Read more

The Power of the Pause - 6/25/24


When I’m facilitating a meeting, and it feels like it’s going off-track or the discussion is going a little longer than it should, I may say something like “let me pause the conversation so that…” or “let’s pause just for a minute and consider…” I don’t like the word STOP. Read more

Handle Interruptions Heroically - 6/18/24


In the middle of a project, Jimbo, the customer service team member, had to stop what he was doing because he received an e-mail from a customer complaining about their experience at a recent event. Later that day, Jimbo was asked by his boss to put everything on hold for Read more

From Employees to Teammates: The Shift - 6/11/24


Be a great teammate. Be a good team player. We’re all part of the team. We’re no longer employees, we’re team members! The phrase “Team” is used in describing co-workers so much more than it was used years ago.  Then, we would be talking about employees, talking about staff, talking Read more

Nurture New Relationships - 6/4/24


Freddie was a new business owner in town.  He was launching a franchise, had acquired some funding from a local bank, and was in search of staff who cared about customer service. All the while, he was in the process of renovating a storefront for his business, so he was Read more

There’s Positivity in Patience - 5/28/24


The employee at the financial services firm was working with a new client on a relatively simple loan.  The documentation was about as clear as it could get to the employee, but the customer had lots of questions.  The employee calmly, clearly, and specifically answered each question.  The meeting Read more

The Goal – A Great Experience - 5/21/24


The following is a narrative of a great experience (people, process, service, facility) at a minor league sporting event – key points that could apply to any business are in bold… Mark and I pulled into the parking lot, excited about the game.  The Slapshots had been on a roll Read more

Your Best Ability is… - 5/14/24


I enjoy watching sports, and I’ve even listened to some sports press conferences over the years, just to hear what coaches are saying.  Basically getting the leadership perspective from the sports industry either out of my interest or curiosity, or to figure out how to apply it to the Read more

Address the 4 P’s for a Customer-friendly COVID-19 Walk-in Experience

Posted on in Business Advice Please leave a comment

This is not about what is medically most effective – please see the CDC for those guidelines.  This is about how to help your customers have a great experience as an onsite visitor at your facility or storefront.  For a comprehensive approach to a customer-friendly COVID-19 experience, address the four P’s:  Places, Processes, Products, and People:

Places – Starting outside the building, have signage that tells the customer what to do and where to go, using a combination of pictures/coloring/words.  You need to put a premium on self-navigation.  From signage outside the facility to signage inside the facility, whether it is directional on the floor, wall, ceiling, and “You are here” maps – make it easy on them to move appropriately from area to area.  You want it to be simple enough that they can navigate on their own without having to engage your staff for directions.

“Simply, to have a customer-friendly experience, BE FRIENDLY!”

 

Processes – This is about proactive and digital instructions. How you help them and how you help them help themselves are both very important. View yourself as an educator of customers for how they can have the best experience possible. From the moment they walk in the door (or even before they enter your building!), proactively engage them with questions and directions to get them started on a great experience. Ensure you have a website that gives the specific aisle and bin where an item is located or specific in-facility directions on how to get to a particular office.

Products & Services – Whether self-service inside or outside/curbside service, there needs to be an opportunity for contactless delivery. This is where you look at all the different digital and hands-free ways that customers can either get their own need met onsite while engaging employees as little as possible or set up an entire process such that they can pull up outside your facility and get whatever physical documentation or product is required. Define services that allow them to get what they need with limited or no physical contact with your staff.

People – Finally, with less face-to-face interaction, oftentimes impeded by a mask, those interactions have to be that much better. Simply, your staff need to know how to smile with their eyes. Simply, to have a customer-friendly experience, BE FRIENDLY! It’s easy as a leader to overthink things. If they are in your buildings less, appreciate them during each engagement more. If they proactively initiate conversations with you less, proactively initiate conversations with them more. Extra courtesy and respect are vital when people make the extra effort to safely come to and enter our facilities.

To have a customer friendly COVID-19 walk-in experience, ensure you’re taking a comprehensive approach. Along with all the medically necessary strides you’re taking, view the overall experience through the customer’s eyes. Address the Places, Processes, Products, and People aspects of their experience.


The Deeper Reason to Transform the Customer Experience – 6/2/20

Posted on in Customer Service Tip of the Week Please leave a comment

Why are government offices putting up plexiglass between their staff and their customers?  Why is restaurant takeout being done in such a way that is contactless and yet still fosters engagement between the employee and customer?  Why have so many traditionally onsite businesses converted to delivery businesses?

The answer is obvious.  But I want to look at a different answer that is a little bit deeper.  Particularly as we are transitioning back into reopening many of our businesses, a lot of these changes are not changes in the product or service itself.  They are changes in how the product is delivered.  They are changes in the experience the customer has with the organization.  They are changes in how that experience looks and feels when the customer comes to our facilities and locations.

And we are making these changes not just to adhere to governmental regulations and not just to address new organizational policies.

We are making these changes so that our customers are comfortable and confident.  We want our customers, after experiencing this new way of doing business with us, to have confidence enough in our ability to deliver that product or service that they are willing to come back.

In other words, we’re doing this to create the comfort and confidence that leads to repeat business.

So, even though we are changing our operations to adhere to regulations and policies, start transitioning to a slightly higher-level set of questions.  When you are thinking of how to transform your customer experience, ask:  How can you make an experience that will create more comfort for the customer?  How can you create communications around the experience that make the customer more confident?

As you begin to make these changes, focus on the comfort and confidence that your customer will walk away with, and you will – in the end – focus on the things that are going to drive repeat business.

Design for customer comfort and confidence.

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I want to be an Astronaut – 9/10/19

Posted on in Customer Service Tip of the Week Please leave a comment

When I was young, if a child was asked what he wanted to be when he grew up, the answers were often a fireman, a Pro Football player, a teacher, somebody who got to drive a truck, or an astronaut. Maybe the question is still asked today, and, if so, I’m not sure how similar or different the answers may be from my childhood experiences. But when the question is asked, the child is basically stating what he or she wants to become. It is sharing their vision of their future.

And once a child – or anyone of us for that matter – identifies a vision, then we can start charting the course to get there. It makes no sense to chart a course to nowhere.

It’s the same thing in the world of business and in the world of customer service. We need to start with the vision.

What do we want to become or achieve as an organization or as an individual? What is our vision for the great customer experience that we’re going to deliver to our clients, and is that their vision as well?

If the vision for the great customer experience is going to help us to achieve our overall vision, then the next step is to ask: What’s our vision for the desired culture? In theory, the culture of an organization is set up to help the organization succeed, so that culture should help to deliver a great experience, it should help to deliver on the organization’s vision!

And what is culture? It is how we do things around here. It’s how we talk to each other, how we work together, how we make decisions together, how we serve each other and serve others together.

Take a few minutes individually or as an organization and just pause. Make sure that you have a clearly articulated vision. Then work back to make sure that you know what your role is and what you need to be in order to move yourself and your organization toward that vision.

Envision the future to become the future.

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