mentor | Customer Service Solutions, Inc.

Home  /  Be Proactive, in Helping Yourself – 6/2/15 TOW  /  mentor

Have a Game Plan to Address Their Anxiety - 10/8/24


It seems like we all get deliveries - whether it is UPS, USPS, FedEx, Amazon, the local courier, or all the above.  We order.  They deliver.  Or do they? It’s times like these, when we’re expecting that package, that item that we’re looking forward to or need urgently or are Read more

How Persistence Saved the Day - 10/1/24


Sherrie saw the customer walk into her store holding his cell phone, and Sherrie immediately knew that was William.  She had spoken to William on the phone about an hour ago, he said he would be at Sherrie’s cell phone store in less than an hour, and there he Read more

Notice the Little Changes - 9/24/24


“My, how times have changed.” Yes, times have changed.  As a matter of fact, one of the biggest reasons why an organization’s customer service deteriorates is that times have changed…customers have changed…and the company has not… If we think about customer service delivery today v. decades ago, changes in technology alone Read more

Don’t Hurry…Be Quick - 9/17/24


No, this is not a take off on the Bobby McFerrin song:  Don’t Worry Be Happy. It’s actually a take off on the John Wooden quote:  Be quick, but don’t hurry. When I read Wooden’s book with this title, I liked the concept, and not just because John Wooden was a Read more

4 Actions for the Customer - 9/10/24


One way to look at the difference between proactive and reactive is that proactive is something that’s often done before it absolutely has to be done.  Maybe it’s something done that really doesn’t have to occur, but your professionalism takes over, and some action or communication that you know Read more

Don’t Kick the Problem Down the Road - 9/3/24


The error was obvious.  Shania is a clerk at a local government office, and she could tell that something was wrong with the permit request.  She was about to reject the request because the address was invalid. If this would have been handled like the normal process, Shania would have Read more

Reflect the Best of Your Customers - 8/27/24


When Alice walks into a business, whether it’s a restaurant or government building, whether it’s a Goodwill or a grocery store, she has a certain way about her.  She’s the customer, and it’s not unusual to hear her say to the employee:  Thanks for being here today! It’s not unusual Read more

Create Your Personal Motto - 8/20/24


Take a look at these mottos: It’s the real thing. Just Do It. Have it your way. Betcha can’t eat just one. Breakfast of champions. Do you know the companies?  The answers are at the bottom of this tip. So why am I asking you about mottos?  And why do almost all of them make me Read more

Create MAGIC with Your Customers - 8/13/24


Years ago, we worked with the Orlando Magic in the NBA, and they needed more consistency in their customer service – they needed a standard of engagement with the fans and their account holders.  They were trying to identify the “Orlando Magic Way” – their desired customer experience with Read more

Build Strong Customer Connections - 8/6/24


We’ve worked in health care, education, local government, finance, pro sports, and many other industries.  And while our clients’ customers are often different, their specific scenarios for engaging those customers are different, and policies and procedures are different - there’s one thing that is pretty similar.  And that is Read more

•••••

Be Proactive, in Helping Yourself – 6/2/15 TOW

Posted on June 2, 2015 in Customer Service Tip of the Week Please leave a comment


The young homeowner went to the hardware store to buy a new chainsaw, and he asked the employee for advice. The employee suggested a particular model and noted that “it can cut up to 25 yards of wood a day.”

The homeowner was thrilled, so he bought the chainsaw and went home to start cutting.

A week later the homeowner went back to the hardware store with the chainsaw and asked to talk to that same employee.

“It’s a pretty good chainsaw,” said the customer, “but I was only able to cut 15 yards of wood a day.”

“Hmm,” said the employee. “Let me check it out.” So the employee pushed a button, pulled the cord, and the chainsaw started right up.

Immediately the customer yelled, “What’s that noise?!!”

I can’t take credit for this story, but I love it! Obviously the customer was trying to use the chainsaw without actually turning it on. He was probably working incredibly hard to get it to cut, and when the employee – who was more experienced in the use of chainsaws – started it up, the customer realized the issue. He was working much harder than necessary, and he wasn’t getting the productivity he needed.

That’s what can happen to us when we rely too much on ourselves. Look around your office. Who has some wisdom to share? Who has specialized knowledge of a product, more experience with a service, appears more adept at handling certain types of customers, or is more comfortable in certain situations?

Identify them, and tap into their wisdom. Maybe you won’t have to work as hard, and you’ll be a little more productive and effective.

Use your proactive nature to help yourself.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page