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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

Patience is… - 3/4/25


Patience is a…pain in the neck.  Why is it so hard to be patient?  Those of us who work in customer service know that we constantly have to show patience with our customers.  We’re ready to move to the next step or the solution because we’ve heard this issue Read more

Everybody Doesn’t - 2/25/25


Joey received the compliment, but he was confused.  Paula, his boss, and Joey had their monthly one-on-one meeting, and Paula noted that, although he was new, Joey was already doing a great job!  While there were learning curves on some of the organizational policies and the technology that he Read more

A Simple Phrase to Transform Your Customer Feedback Approach - 2/18/25


I went to a restaurant called Big Ed’s (no relation) in Raleigh, NC recently.  It’s basically country cooking with fantastic breakfast options!  On the menu there was a quote that said: If you enjoyed your meal, tell a friend.  If not, please tell us. That was an excellent statement that embodies Read more

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The NBA Beats the NFL?!

Posted on October 28, 2010 in Business Advice, Sports Please leave a comment

Although the National Football League is often highlighted as the cash cow, the ratings giant, the most popular sport in America, in reality in can’t hold a candle to the National Basketball Association…on Twitter.

In the article “For the Knicks on Twitter, It’s Already Post Season” (http://www.nytimes.com/2010/10/24/sports/basketball/24knicks.html?src=twrhp), the author notes how the NBA’s followers on Twitter (2.1 million) are the most of any American sports league.

So what does Twitter offer that fans want? Humanity.

These are not just athletes making millions of dollars, people who are too tall or too strong or too athletic for us to relate to on a personal level; when they tweet, they become normal – talking about religion, cooking, family, injuries, excitement, books, and travels. They become…human.

You’re not talking with them; they’re talking AT you, but what they say gives you an inside into their minds and hearts.

Teams acquire fans initially just like businesses acquire customers initially – with marketing, hype, ads, and flash.
But what develops loyalty from and retention of fans and customers alike is often relationship-based.

Make your product (even if it’s an NBA team), your service, your organization, and your people more human to the customer.

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

Check out our new customer service book at http://www.amigreatat.com/


Hospitals Must Care About More Than Clinical Outcomes

Posted on October 7, 2010 in Business Advice, Healthcare Please leave a comment

You go to a hospital with a broken bone, and you expect them to heal it. You go to the E.R. with pain, and you expect the pain to be relieved. You get admitted with an infection, and you expect them to provide a cure.

These are all clinical outcomes. They are all the reasons why patients go to hospitals. They are the ultimate product of the hospital.

But they are not all that matter to the customer. In a way, they are the most basic expectation of the patient. Why would a patient go to a hospital with a broken bone, pain, or an infection if they DIDN’T expect to get this issue remedied?

In the article “Quality hospital care doesn’t ensure patient satisfaction” (on www.fierehealthcare.com), the point it made that what drives patient satisfaction often has little to do with the quality of the care itself. Florida ranks 8th nationally in quality of care, but it ranks 49th in patient satisfaction according to the study quoted in the article. "This conclusion underscores the need for hospitals to engage in regular patient satisfaction surveys rather than assume patients are satisfied with their medical care simply because the hospital meets a particular standard of clinical quality," the study’s authors wrote.

Think about your hospital, your organization, your business – even if you don’t work in healthcare. Just because the patient got the medication at your clinic doesn’t mean they’d like to return to your location. Just because the fan liked the team’s performance on the basketball court doesn’t mean they’re a raving fan of your organization. Just because the student liked the course he took doesn’t mean he loves your community college.

Think beyond the product when you’re thinking about how to drive higher levels of customer satisfaction, loyalty, and repeat business. Survey and engage in improvement efforts which address service processes and staff as well.

Go beyond the product.

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

Check out our new customer service book at http://www.amigreatat.com/


Give Away the House – Now THAT’S Fan Relations!

Posted on September 21, 2010 in Business Advice, Sports Please leave a comment

In the article titled “Penguins offer freebie game with job-hunting twist,” the Associated Press describes a pre-season program where attendees to an exhibition game of the National Hockey League’s Pittsburgh Penguins will attend free (http://www.google.com/hostednews/ap/article/ALeqM5j6iKWLJLaijtjwodlAwtulAtXjzgD9IAENCG1). That’s right, 18,000 fans and $0 in ticket revenue.

About 8,000 of the tickets will be given out so fans can attend an “in-game” job fair. The other 10,000 tickets will be donated to local children’s charities and youth hockey leagues.

While I’m not suggesting great Fan Relations requires you to give away the house for free, there are positive lessons to be learned even if you can’t forego the lost ticket revenue.

First, not everything has to be an immediate benefit to your organization; understand that nurturing the customers of tomorrow is important to any organization’s long-term strategy. It’s about the long-term relationship, not the one-time transaction.

Second, if you invite the child, the parent will come (or at least show an interest and appreciation as well).

Third, know your customers and their situations. With the economy like it is today, what will attract more people who are not normally hockey fans – a Sidney Crosby bobblehead or a job interview?

Fourth, find ways to make the community as a whole a fan of yours. Find a niche where you can give back; give back for the good of the community today; it will bear fruit for you down the road.

Learn from the 2010 ESPN #1 rated Fan Relations organization (the Penguins)…even if you don’t have 18,000 free products or services to give away.

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

Check out our new customer service book at http://www.amigreatat.com/


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