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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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PERKI Customer Service – 3/18/25

Posted on March 18, 2025 in Customer Service Tip of the Week Please leave a comment

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 convey positive messages to co-workers and customers, trying to focus on what you/they CAN DO rather than what can’t be done?  Do you try to avoid interrupting others, try not to make them feel rushed?

Empathetic and Efficient

Do you convey an understanding of the other person and their situation, so they feel you care?  Are you organized and proficient enough to be productive and responsive?

Relationships and Responsibility

Do you know how to get to know people, build trust, determine their likes/dislikes, and address their uniqueness?  Are you reliable, dependable, and accountable for your duties and actions?

Knowledgeable and Kaizen-oriented

Do you know your processes, policies, products, and people?  Do you try to improve yourself, your organization, your quality, your service experience?

Interested and Intentional

Do you focus on the other person, conveying your interest with your words, your expressions, your body language and tone of voice?  Do you think about the purpose of what you say and how you say it – before you speak – considering why you’re asking the question or making the statement, considering the effect on the other person?

In considering these questions, how did you do?  If you excel at any of these, pat yourself on the back!  And if any of these “PERKI” attributes are not strengths or are areas that could be improved, make a game plan for your own professional development.

Chart a course for providing better customer service.

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To Improve, Understand Why You Do What You Do – 10/19/21

Posted on October 19, 2021 in Customer Service Tip of the Week Please leave a comment

In the 7 Habits of Highly Effective People, Stephen Covey says that habits form at the intersection of desire, skills, and knowledge.  Desire is the WANT TO do something.  Skills is the HOW TO do something.  Knowledge is a combination of the WHAT TO do and WHY TO do it.

Many of those who are best at serving others, who are best at customer service, have the desire to help others.  They have the desire to meet a need, to resolve an issue, or to just engage people and do something for others.

In our professional lives, we hope to build our skill set, we go through training, watch webinars, read, and learn from co-workers and mentors to build our skill set.

To build our knowledge, we learn policies and procedures and people and places and products and services.

Understanding the Why

But the one area of this habit-forming approach that is often neglected – or at least not considered enough – is the “why to.”

And yet, the why to is often the most important thing.  It notes the purpose of what we’re doing.  It notes the potential benefit of our actions and our attitudes.  It suggests the key reason for the habit we have or the habits we’re hoping to form.

So, think about the habits you have formed or want to form.  Maybe it’s a habit of how you greet somebody or how and when you respond to messages.  Maybe it’s a habit of how you plan or how you organize.  Maybe it’s the mindset you take when you’re dealing with an angry customer.  Maybe it’s a habit of who you share information with or who you don’t share information with in certain circumstances.

Now take a step back, and ask yourself the why question.  Why do you greet people like you do?  Why do you respond to messages the way you do and in the timeframe you do?  Why do you plan or organize the way you do?  What do you have a certain mindset when dealing with certain people?  Why do you share information with some people but not other people?

If you want to change a habit, want to form a new habit, really want to improve the things you routinely do, the actions you routinely take, the attitudes you routinely have, then start with asking yourself why you’re doing those things today.  By understanding yourself a little bit better and the reasons behind the habits, it’s easier to see whether and why you should change those behaviors.

To improve, understand why you do what you do.

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Show Your Confidence – 9/7/21

Posted on September 7, 2021 in Customer Service Tip of the Week Please leave a comment

“Self-confidence is the first requisite to great undertakings.”

To do something great, you need to have confidence in yourself.  That confidence often comes from positive experience, preparation, understanding what has happened and could happen, and having the knowledge and resources and training to address it when it does happen.

If you want to do a great job in your role in service or in delivering a customer experience or dealing with the irate customer, remember your positive experiences, prepare, understand what happened and why and that it could happen again.  Know your resources, and train with others so that you can address even the greatest of undertakings.

“With self-confidence fulfilled, you’ll find that folk have confidence in you.”

While having confidence is important, when we’re working with customers, it’s also exceptionally important to show your confidence.  People don’t always take what you say or the information you provide at face value. Oftentimes, they judge the quality of the information and the credibility of the person providing the information based on how that information is delivered.

If you want the customer to accept what you say, have faith in what you decide, and trust the direction you provide, it needs to be delivered with confidence.

Confidence is often conveyed by presenting something with a focus on the other person.  It’s conveyed with clarity of thought and well-articulated words.  It’s often conveyed with brief statements as opposed to lengthy and rambling narratives.  And it’s conveyed with your nodding of the head or with your strong yet conversational tone.

Set yourself up for customer service success.  Invest in yourself so that you are confident in the work you do.  Then present yourself in such a way that the customer shares your confidence.

Show your confidence.

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