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Refresh on the Reasons to Appreciate the Customer - 11/25/25


This is a great time of year to give thanks, not just because it’s Thanksgiving week in the United States, but also because – with 2025 coming to a close - it gives us the opportunity to do some reflecting on the recent past. The idea of reflecting on reasons Read more

Confirm the Customer is Cleared for Takeoff - 11/18/25


An airplane pilot is told when they’re “cleared for takeoff” before they begin to accelerate down the runway.  The air traffic controller (ATC) has looked at everything in front of the pilot, on the runway and in the air space, and checked to ensure the pilot is good to Read more

Build Relationships with First-timers - 11/11/25


We’ve worked with one of our sports clients for over 10 years, and although the main focus of our work is research with their fan base, we also provide informal consulting advice and guidance whenever possible.  One approach we’ve talked about on and off for years is the need Read more

Last Impression Faux Pas - 11/4/25


Rightfully so, many customer service experts harp on the importance of the first impression.  It happens quickly, and it can impact the individual’s perception of you and the organization.  We even wrote a Tip of the Week on this years ago called First Impression Faux Pas. What many people tend Read more

Familying with Customers - 10/28/25


In our transactional society, it’s hard to think about customers in the long-term.  But if we want to be as successful as we can as an individual or as a business, we need to view customers through a relationship lens. What do we need to know about them to Read more

Avoid These Techniques - 10/21/25


We had a Customer Service Tip of the Week recently that addressed gaining control of the conversation.  One of the key points was that the focus should be on gaining control of conversations in various circumstances, but trying to avoid making it your goal to gain control of the Read more

View Quality through the Customer’s Eyes - 10/14/25


Geri had been dealing with backups in the downstairs plumbing system of her house on and off for the past year.  The most recent company that she called in to unclog the pipes stated that they could send a camera down the pipes and tell her exactly where the Read more

Be Supportive, Not Defensive - 10/7/25


[An employee on the phone with a customer…] Who told you that you didn’t have to submit that form? … Bob?  Oh brother!  You see Bob is our “special” co-worker.  He seems to always tell customers the wrong thing to do, and we’re having to clean up after him.  Read more

Some Customers LOVE Predictability - 9/30/25


I was facilitating focus groups of businesses that utilize local government services.  The phrase that popped up multiple times was “Time Is Money!”  What these municipal customers were conveying was that their time was valuable, and delays were wasting their time.  But the conversations were not just about how Read more

Find Your Special Sauce - 9/23/25


When I watch a football game and I see a great quarterback (somebody who may be considered a “Star”), he might be an excellent runner, have a big arm, be able to diagnose the defense and get his team into the right play.  But he’s likely not great at Read more

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Weigh-in to Buy-in – 5/24/16 TOW

Posted on May 24, 2016 in Customer Service Tip of the Week Please leave a comment


Weigh-in to Buy-in – cool phrase! It’s usually associated with companies trying to get their employees onboard for some initiative or a change that requires employees to make it work. Essentially, the principle is that, if you want employees to buy into this initiative or change, you have to allow them to weigh-in. You have to allow them to have input, to participate in the design process, and maybe even be a part of the decision-making process.

People buy-in more readily if the solution is something they helped to create.

That brings us to a discussion of our customers. This same principle that applies to gaining employee buy-in applies to your internal and external customers.

Have you ever proposed a solution to the customer that didn’t satisfy them? Maybe they had a bad attitude, or maybe they were irate about something, so they were too emotional to consider YOUR idea.

But maybe, just maybe, they didn’t buy-in because it wasn’t THEIR idea; it wasn’t something that they helped to conceptualize; it wasn’t something they helped to design; they weren’t part of the decision.

They didn’t get a chance to weigh-in, so they didn’t buy-in.

There are many ways to get them to weigh-in to a solution. First, you could ask them to suggest what would work for them. “What can we do to make this right?” or “What could we do in the future to better serve you?”

Second, you could offer 2-3 alternatives, and ask what would work best for them. Think of the healthcare worker who can’t let the patient outside to smoke (i.e., non-smoking campus); since there are ways other than smoking to relieve anxiety and stress, offer some options, and let them choose.

Third, if this is an ongoing relationship you’re managing with chronic issues to address (think about the season ticket holders in sports), conduct focus groups, share your organizational goals and challenges, and note your desire for a permanent solution – then ask for their guidance and suggestions.

When you want the customer to love the solution (or at least live with it without voicing the negative emotion), find opportunities to let them let you know what solutions would work best.

Let them Weigh-in to Buy-in.

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You Control with Questions – 3/22/16 TOW

Posted on March 22, 2016 in Customer Service Tip of the Week Please leave a comment


They’re irate, ranting and raving – spewing the emotion your way.

They. Just. Won’t. Stop. Talking.

They’re rambling with no clear point or need or concern being conveyed.

You’re enjoying the discussion, but you have LOTS of other things to do.

If you find yourself in these situations with a customer or co-worker, you’re not alone. There are times when you need to get control of the conversation. They’re upset and you need to get the emotions down to begin moving toward a resolution. They’re talking non-stop, and you need to begin closing the conversation. There’s a lot being said but no real point being shared. Sometimes you just have other work that is being delayed by the conversation.

People who are great at customer service are inquisitive. But they’re not just inquisitive because they’re curious. They’re asking questions because they know that questions provide control.

Too many employees try to gain control by talking fast (not letting the customer speak), interrupting the other person, talking loudly, or using rude body language. But questions provide a much more professional way of taking control.

Your objective questions help you to get the kind of thinking and facts that draw down emotions. Your close-ended questions help to elicit shorter responses. Your targeted questions get at the key point or need. And your questions help you to become more productive by closing conversations more quickly.

You’re not using the questions to control the other person. Rather, you’re using questions to gain control of the emotions and direction of the conversation itself.

Become an expert at asking questions.

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