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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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Respond to Negativity in Kind, or Respond Kindly – 6/1/21

Posted on June 1, 2021 in Customer Service Tip of the Week Please leave a comment

An eye for an eye, a tooth for a tooth.  It seems like that’s what makes the world go ‘round nowadays.  You yell at me, and I yell at you.  Then you yell louder, and I yell louder.  And all that cacophony just pushes us further and further apart.

In customer service, we’re not looking for opportunities to push the other person away.  We’re looking for opportunities to work with our co-worker, to work with our customer.

Sometimes through no fault of our own, these conversations or interactions start with the other person being negative, or they are being vocal – and not in a pleasant way.  They’re griping and complaining and quickly firing criticisms our way.

And it’s easy for us to get defensive, to get our back up, and to respond in kind.  We raise our voice.  We criticize them.  We get into a debate on the minutiae, or we loudly share our valid points.  No matter what we do, though, if we do it in a way that is reciprocating that anger or negativity, that is not bringing us closer together or moving us forward.  It is pushing us away from each other, and it is hard to get to a resolution together if we are far apart.

Instead, try kindness.  Try dealing with that loud voice with a softer voice.  Try dealing with that complaint with some statement of your intent to figure out what CAN be done.  Try being extra courteous and polite, using their name, saying thank you, and conveying a little bit more caring and compassion.

We can dull the edge of their anger, not by responding to negativity in kind, but by responding kindly.

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Customers Appreciate Your Kindness – 7/7/20

Posted on July 7, 2020 in Customer Service Tip of the Week Please leave a comment

The 3rd grade teacher had a phrase she used with her students. She wanted them to be “kind-hearted.” It was a phrase she used over and over again; no matter what she taught, this was an overriding emphasis on how she would communicate with students and how she expected them to communicate with each other.

Yet, in 2020, it seems like a lot of the dialogue, at least publicly, is anything but kind. And where there is a lack of kindness in public discourse, kindness in 1-on-1 communications is needed that much more. Sometimes people in customer service can be so script-oriented, so ultra-professional, so technique-oriented, that having a little bit of informality – that little extra kindness needed to treat a person like a person – can get lost.

So, what is kindness? It’s being friendly, conversational. It’s being nice in the words and phrases that are used. To be nice, think about what is said and the tone that is used. Avoid the interruption or talking over the other person. Ask about the other person and how they are doing, what is of interest to them.

It’s being considerate of the other person’s time and situation. Their concern or priority may not seem like a big deal to you, but if this is a need or concern being voiced by the customer, it is obviously a big deal to them.

Have a gentle manner. Sometimes we can be so loud or so abrupt that even the best words can come across like a hammer. Keep the tone lower and the pace a tiny bit slower.

People who are kind understand how to listen, and the importance of making sure that most of the talking is done by the other individual. They understand that being perceived as empathetic is best achieved if the customer feels like you are listening enough to understand them. You’re asking enough questions to learn. You’re actually conveying you care more by commenting less.

If you’re looking for a way to bring a little brighter experience to your customer’s day, figure out how to add more kindness to your conversations. The customers will appreciate the break from the acrimony of their day with the kindness you bring into the conversation.

Customers will appreciate your kindness.

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