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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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Recognize the Situation, and Pivot – 1/16/24

Posted on January 16, 2024 in Customer Service Tip of the Week Please leave a comment

The customer has a complaint, or they may have an important question about an order or their account.  You may be talking to them in an emergency room, in the lobby of the government building, on the phone, or in a video conversation.  And in many of these Moments of Truth, there is a high likelihood of the customer’s perceptions being affected based on how you handle the situation.

This is a Moment of Truth because of the topic, or the situation itself.  The Topic could be the complaint, the question about an order or an account, an encounter with a new customer, or engagement with somebody who’s upset.  The Situation could be a stressful emergency room visit, an encounter with a government agency, a wait time at the restaurant, or the arrival of the tech at the house 60 minutes after the scheduled time.

During these Moments of Truth, the employees have some control over the interaction. While it’s up to the customer to create their perception about the organization or the employee, this is where the employee needs to understand the critical nature of the topic, the critical nature of the situation.

Recognize the Critical Nature

The best employees in customer service recognize the critical nature of these situations and become agile. They have the ability to pivot – to flex their attitudes and actions in the moment.

The best can stop all other activities and focus on that individual.  They can downshift, pulling their emotions back to keep the situation calm.  They understand the frustration with wait times, and proactively communicate with the customer to decrease the perception of the wait and reduce the angst and anger.  Staff have empathy for the customer and convey understanding of the situation back to that customer.  The best staff have patience, speak with a specific intent for how to best communicate with that particular individual, and work through these situations with and for the customer.  They recognize and pivot.

Identify the critical Topics and Situations that you encounter.  Get in-tune with these situations, recognize when these critical moments are happening, and adjust your behaviors and words to deliver a great experience.

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Customer Service Lessons from the E.R. – 11/7/23

Posted on November 7, 2023 in Customer Service Tip of the Week Please leave a comment

Every industry is interesting in its own way, and healthcare is definitely no exception.  We’ve done many different types of studies and projects in the emergency rooms at hospitals, and it’s interesting to look back at some of the results of focus groups we conducted with the E.R. patients.

We asked about their experience, everything from the admission through triage, care they received all the way through the discharge and billing.  For this Tip of the Week, so that it applies to everyone reading, let’s focus on some of the ways that patients evaluated employees:

Talk On My Level: When the staff and physicians would speak with the patients “on their level” and were not condescending, that was greatly appreciated.  Patients liked when a nurse talked with a child in terms they could understand and in an appropriate manner, or they spoke more slowly and clearly with a senior.

Don’t Judge Me: Patients were concerned about being judged by the staff – where patients were unsure if they truly needed emergency care or they didn’t want to be perceived as being there unnecessarily.  When staff conveyed that patients were there for a reason (they made a good decision to go to the E.R.), that was positive.  With one participant, a physician directly doubted/argued the need for the patient to be in the E.R., and this left a highly negative impression.

Convey You Care: Staff and physicians were generally perceived positively if they conveyed they cared about the patient.  The way patients felt that the personnel cared was when service was quick, personnel asked questions, patients weren’t rushed, and the staff and physicians showed empathy.

Think about these takeaways when considering how your customers view you. Do you speak in a way appropriate for that particular customer, making communications clear but not condescending?  Do you avoid judging the other person and arguing about their request?  Do you try to provide service quickly, ask questions, avoid rushing the other person, and convey a little empathy?

If so, they’ll likely appreciate you more.  They’ll feel respected, and are much more likely to respect you, in turn.

Talk on the customer’s level, avoid judging, and convey you care.

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Be There ALWAYS for the Customer – 8/29/23

Posted on August 29, 2023 in Customer Service Tip of the Week Please leave a comment

In healthcare, the patient experience mantras often include the phrase Always, such as: We have an always culture.  This gets at frequency of action.  Instead of service excellence being a most-of-the-time occurrence, some-of-the-time occurrence, an occasional or rare occurrence, the idea in an Always Culture is that the organization is highly consistent in its attitudes, behaviors, and actions toward and for the customer.

Therefore, this focus on Always is essentially a focus on consistency.  Organizations that talk about Always are typically addressing specific behaviors or actions that are documented, expected, trained, and rewarded.

As an example from one of our clients, they try to always be Caring.  This means they always treat others with dignity; they are always courteous; they are always trying to be helpful.

They’re always Committed to the organization, viewing their facility and their work as something to take pride in, something to care for so that the professional image is exhibited in their locations and in all they do.

They try to always convey Teamwork, where they respect and appreciate the contributions of co-workers.  And they understand their co-workers to be the organization’s greatest asset.

Finally, they always strive to operate with Integrity – this means maintaining confidentiality. They’re always honest, they strive to be ethical in their decision-making. They are accountable for their actions and their inactions.

So, what is something that you should work on, and by “work on” we mean: What is one important aspect of customer service where you could be more consistent?  With what aspects of your attitudes and actions can you get to Always?

See where your customer service lacks consistency, and strive for Always.

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