humble | Customer Service Solutions, Inc.

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

The Miracle of an Apology – 3/19/24

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

Unfortunate but true story…

The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about to (or not about to happen), and to see what the customer wanted to do.  The only options were to wait for the late shipment or to cancel the order.

The manager was livid.  His employee had put the sale at risk by telling the customer about the impending delay and letting the customer know they could cancel.

The next day, the manager called the employee, was contrite, apologized profusely, and asked the employee to come back to work.

This employee was one of the best in the office.  She was being proactive with the customer.  She had the customer’s best interests at heart, and she was trying to provide good customer service.

The manager was so focused on the potential lost transaction that he didn’t recognize everything that his team member was doing, and why she was doing it.  He was so focused on that potential lost transaction, that he didn’t consider the magnitude of the loss of one of his best employees, the potential loss of her clients, the loss of trust and credibility with those employees who remained.

Fortunately for the manager, the apology worked.  It was basically a miracle that he could be so knee-jerk in the reaction one day, and the next day have the employee accept the apology and say she would return to work.

There are mistakes, and then there are MISTAKES.  And many of these mistakes are with our team members, our co-workers – not just with our clients.  Often, the best way to address the mistakes is to quickly and sincerely apologize.

To apologize is to humble one’s self.  The humility of an apology can sometimes work miracles.

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A Lesson in Humility – 10/27/15 TOW

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Sarah was very excited about her new reading partner. Miss Jenny had never volunteered at this elementary school before, so she wasn’t certain what to expect when she showed up for her first day with her new reading buddy. When she met Sarah, Miss Jenny smiled, and Sarah’s eyes lit up.

They went to the school library together and read and talked, then read and talked some more. Then week after week throughout the school year, they met again – and read and talked again.

At the end of the school year on their last day together, Sarah gave Miss Jenny a hug and said “thank you for reading to me.” Miss Jenny thanked Sarah and talked about how much she enjoyed the time they had together.

As Miss Jenny walked away, Sarah’s teacher asked Sarah if she knew what her readying buddy does. “Yes,” replied Sarah, “she reads with me.” The teacher said, “Oh, I meant, do you know what she does for her job?”

“No,” Sarah replied.

“Well she’s a very successful business owner here in town,” said the teacher.

“Okay,” Sarah said, and then Sarah walked back to her desk – apparently impressed with Miss Jenny, but not impressed with her job. What was clear is that Sarah didn’t care about Miss Jenny’s job – she just appreciated her reading buddy. What’s also clear is that Miss Jenny never bragged about her job or her professional accomplishments – all of the time and discussions with Sarah were about…Sarah.

Why am I bringing up a community service story to discuss customer service? Because greatness in community service has a thread of humility in it. The community service is for those being served, not about those serving.

Similarly, great customer service isn’t about the service provider. In that moment of truth with the customer, it’s about the customer. It’s about addressing their need, their emotions, their issues, and their goals. It’s not about our ego or our experience or our superior knowledge of policies, procedures, rules, and regulations.

Although it would be great if the customer stroked our ego, that’s not their responsibility. That’s more our own responsibility and that of our employer.

When engaged with the customer, when serving others, we need to bring humility to the encounter.

In customer service, let us help others with a humble heart.

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