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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

Are You More Than 64% Responsive? – 9/30/14 TOW

Posted on in Customer Service Tip of the Week Please leave a comment


I’m sure if we asked every healthcare CEO, every university president, and every sports team COO whether his/her staff are responsive to their current or prospective customers, they’d say “Yes!” And they’d be horrified to hear the truth.

We’ve conducted thousands of mystery shops in public and private sector businesses – from your local school system to pro sports teams, from universities to banks, from municipalities to healthcare providers. Oftentimes we leave voice mails and e-mails requesting a response to a question or need. Almost invariably, the response rates to those messages are abysmal.

The best return call percentage to voice mails has been 55%. The best e-mail response rate we’ve seen is 64%. I’m not describing high quality responses, either; I’m just sharing the percentage who responded at all.

Maybe I give the CXOs too much credit, suggesting they’d be “horrified.” Why? Because it’s not like moving mountains to have personnel respond to over 70% or 80% or 90% of messages received. Three actions of the CXOs are required to increase responsiveness:

  1. They have to continually communicate how important it is to be responsive to customers.
  2. The CXOs must be as responsive to their own staff as they expect staff to be with customers.
  3. The CXOs must ensure that their management and staff have the time, processes, and systems that facilitate responsiveness.

Now one could surmise that the 3rd point is the hardest action to take, and that may be true. But I would argue that the 2nd point is hardest for most CXOs, because even before these actions occur, the CXO has to do one simple thing – care.

They have to care about staff, care about the customer, care about creating an environment where responsiveness can occur, and care about being the model to their staff.

So what’s the best way to ensure that staff “get it” about the need for responsiveness?

To answer this, I’m going to steal a line a client of mine stated last week (I’m paraphrasing). Leaders should ask their staff “Who’s the most responsive person in the organization?”

What if the staff named that leader, that CXO? Now, that would be POWERFUL!

Share this Tip with your leaders. Encourage them to be the most responsive person in your organization.

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