motiva | Customer Service Solutions, Inc.

Be Proactive without being Pushy - 9/20/22


Delivering great customer service isn’t just about responding and reacting.  It’s also about being proactive.  Developing relationships involves reaching out first, not just extending our hand when somebody reaches out to us. But it’s all too clear that those of us who are in service roles prefer those roles to Read more

Be Kind to Yourself When the Customer Isn’t - 9/13/22


I was having a debrief call with one of my clients recently, and this was regarding a survey of employees who work events.  One of the survey questions asked employees for advice on how to improve the customer experience.  When the employees shared their input on the guest experience, Read more

Being the Emphatic Employee - 9/6/22


Empathy is the key quality of somebody who’s great at customer service.  We talk about it often - what it is, how to convey it, what it looks like, and how it makes the customer feel. But along with knowing how to be empathetic, we also need to know how Read more

The Good, the Really Good, and the Ugly of Customer Service - 8/30/22


Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others. The Good… Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs Read more

A Great 2-Minute E-mail - 8/23/22


I know.  You probably get e-mails all the time from customers griping about some aspect of your organization or their experience.  You’ve got too much to do and too little time to do it.  I could not begin to tell you how many times I’ve been told by staff Read more

When They Want to Talk to Your Boss - 8/16/22


“I want to talk to your supervisor.” That’s their opening salvo.  Before you can hardly finish your greeting, the customer is asking for your boss.  This is done by a customer who has tried to get an issue resolved, and it hasn’t worked, so they want to go to somebody Read more

When Passive Voice is a Good Thing - 8/9/22


It’s all your fault, Mr. Customer! We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things. We have a customer sitting in front of us or on the phone, and maybe they are Read more

They’re Stressed, So You Can… - 8/2/22


Wow!  That customer looks stressed!  Maybe it’s their body language or their expressions; they could be fidgety or talking really fast. In the past, when we offered guidance in these situations, we focused on how to navigate the conversation step-by-step - what points to cover and what points to avoid. But Read more

Find the Hidden Compliment - 7/26/22


The fact is, they ARE complaining:  The room is too cold.  The wait is too long.  They wish the parking spaces were bigger.  The new app doesn’t have a mapping function.  They cannot pay with their phone.  The website is unclear. In these types of complaints, the ones that are Read more

When You Know More Than They Do - 7/19/22


It was 95 degrees outside.  That’s not too bad when you’re inside and enjoying the air conditioning; but when Rachel’s A/C went out, in came Rachel’s worry.  Luckily, she knew the company to call, and a technician from Acme HVAC (fake name, real company) came out the next morning. Rachel Read more

Don’t Let it Stick – 4/28/15 TOW

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


Many American college football teams have the tradition of putting special stickers on their helmets. The stickers are an award for a great play. A player at Ohio State may have 20 Buckeye stickers noting all the great plays they made, while a Florida State player may have lots of tomahawks on their helmet. The more stickers you have, then the more great plays you must have made – and everybody can see that you must be a fantastic player!

Imagine you wore a helmet at work, and you get a Star on your helmet every time that customer compliments you, that patient says you did something great, or that account thanks you for going above and beyond for them. However, every time your boss berates you, every time that customer complains to you, and every time that account holder sends you a nasty e-mail, you get a big red “X.”

As you walk around the office you see others’ helmets, and they see yours. You get a perception of who is great and who is awful by the Stars and the X’s you see, and others also get a perception of you.

By wearing these helmets, the opinions and comments of others dictate how you’re perceived, but you can never let the opinions and comments of others dictate how you perceive yourself.

If we let those words and emotions of others “stick” to us, then we’re letting others determine our worth and our self-image.

Instead, we need to find ways to let the only stickers that matter to be those that we give to ourselves. At the workplace, we need to find ways to congratulate ourselves for small successes, to give ourselves Stars for being responsive, to add a sticker for focusing on that customer or co-worker like they are the most important person in the world.

I’m not saying we should build our own ego, but I am saying that we need to feel good about what we do for others, and if we rely on others to identify our value, most of us will be selling ourselves short.

Don’t let the opinions and comments of others “stick” too long.

Fill up your own helmet.

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