job satisfaction | Customer Service Solutions, Inc.

A Story of Willie and Aubrey - 2/8/22


The gift shop was a great experience!  Aubrey had bought items online from the shop for years, but she had never stepped foot in the store itself.  However, when travel plans took her on a trip to new surroundings, she took time out of her day to go to Read more

It Matters Who You Know - 2/1/22


The season ticket account holder has an issue, but he’s not too concerned about it:  I’m going to call my guy, and he’ll take care of it. The patient is confused about their bill.  The family member says: I know someone who can help. The husband discovers a problem in the Read more

Put an End to 1-Star Ratings - 1/25/22


If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star Read more

Signs of Service Recovery Situations - 1/18/22


As we continue the slow trend of more and more customer interactions becoming in-person again, we need to remember those signs that we’re about to enter one of THOSE conversations.  It can typically take only 5-10 seconds to realize this is going to be a high-risk situation with the Read more

In Survey Development, Think in Reverse - 1/11/22


We often meet with clients interested in conducting a survey, and when we discuss the project, many clients come with questions in-hand.  They are interested, curious, even excited sometimes about the possibility of tapping into the voice of the customer! And when we review their questions and start to see Read more

Foster Positive Feelings - 1/4/22


I bet a lot of you all are like me - when you’re asked to share your feelings, it’s not always something that feels comfortable.  It obviously depends on the situation and who’s asking you to share your feelings.  So, many of us might hesitate in sharing our feelings. However, Read more

How to Make the Situation Right - 12/28/21


The manager in the field office felt that - when problems arose with customers - the company didn’t do an especially good job of responding effectively.  He felt like this was hurting customer renewals of annual service agreements.  The company developed many customer service and retention initiatives with little Read more

2021 Holiday Poem - 12/21/21


Breathe and rest and relax and rejuvenate. Close the eyes, and fill the lungs. Take a break, and be with friends. This is a time to begin. Renaissance is called a rebirth. Birth can bring new life. Life gives opportunity for living. Living gives opportunity for joy. We have so many outside factors, So many things that tug Read more

“I’m Sorry” Doesn’t Mean “I’m Guilty” - 12/14/21


Individuals and organizations mess up; that’s part of life… They told me that they were going to be at my home at a certain time; they were REALLY late.  The customer service representative said they would get a message to a co-worker, and the co-worker would call me back; I Read more

Apply Selfless Service - 12/7/21


Andrea had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented, regardless of the position.  After making that decision, they added some creative questions to the interview process. One of the most interesting questions that Andrea had to Read more

Motivate Yourself? – 3/18/14 TOW

Posted on in Customer Service Tip of the Week 2 Comments


How often have you heard the expression “self-motivated?” It’s usually used to describe others such as “That job applicant is obviously NOT self-motivated” or “Joe needs to be more self-motivated.”

So what exactly are these (typically) managers saying when they lament a lack of self-motivation in others? It’s usually that they don’t know how to motivate someone, and it’s frustrating to them. It could also be that they don’t want to have to motivate someone. They’d rather that employees motivate themselves.

“They get to keep their job – isn’t that motivation enough?!”

Well this Tip has a simple idea that will make those managers (the good ones and bad ones) happy. This advice will also help those of us who don’t get the outside motivation we need.

It’s simple – 3 Steps. Step #1: Make a Success List every day. This is what I do (and it works).

At the start of the day, get out a blank sheet of paper, and write “Successes” at the top. Then throughout the day, note a word or two to remind yourself of one of your accomplishments. Today, for example, I have 5 successes so far (I just write on my sheet what you see to the left of the hyphen below):

  • Bob Smith – The name of a client who said he’d be a reference for CSS for some pro sports mystery shopping work
  • Client X Mtg – A sales meeting I had this morning that went great
  • Article Published! – Notes an article that was published today
  • Great Interview – A helpful telephone interview with a client to share information in preparation for some upcoming training
  • Survey Launched – We launched a new survey today.

By the way, completing this Tip of the Week will be #6!

You don’t use the Success List as a rehash of your To Do’s. There may be some of that on there, but it’s basically your accomplishments – a customer conversation that went well, some kudos you received in an e-mail, some interest on a new project, some thank you that a customer provided, or a word of encouragement from a co-worker or supervisor. Maybe it’s the fact that your week is planned or you reduced the backlog of work. Maybe you went through an old file and purged some old documents.

Whatever it is, write it down.

Here’s Step #2 – Read it as the last thing you do before you go home.

And Step #3 – Read it again as the first thing you do to start the day.

Being self-motivated is a wonderful attribute, but not many of us – day in and day out – can do that without intent. Be intentional. Recognize your own successes. Pat yourself on the back – you deserve it!

Create your own daily “Success List.”