north carolina | Customer Service Solutions, Inc.

How to Fix Other People’s Problems - 1/31/23


I was helping a friend navigate some healthcare processes recently, so I conducted a 3-way call with my friend and the physician practice to try to get things cleared up.  The employee I spoke with on the phone - let’s call her Katie. There had been poor communication between different Read more

What to do When You’re in the Middle - 1/24/23


Bob and Sarah are arguing, and you’re in the middle.  Bob’s an employee, and Sarah is a customer, and they have a difference of opinion.  Somehow you’re involved even though you didn’t have anything to do with the interaction in question, the complaint being addressed.  You find yourself being Read more

Is the Customer Issue an Organizational Issue? - 1/17/23


Customer retention is vital.  Most of next year’s customers are going to be those who are this year’s customers. So, the more you lose today, the fewer you will have tomorrow.  Organizations conduct research, data mine, or bring in consultants to help identify those customers who may be most Read more

Decide Who’s Driving the Bus - 1/10/23


I once heard a speech titled: Who’s driving the bus? I knew the speaker beforehand, so that made his talk extra special.  It was funny and relatable and held many words of wisdom.  The crux of the speech was that every one of us has our own facets, our own Read more

Create a Personal Vision for the Year - 1/3/23


This time of year is all about the New Year’s resolution.  We’re going to exercise or eat differently!  Then…2 months later, who knows what’ll be happening, but at least you set a goal.  For many of us, that’s progress. For businesses, that New Year’s resolution often has to deal with Read more

Avoid Making a Bad Situation Worse - 12/27/22


Twitter.  When you hear that word, does your temperature rise?  Do you roll your eyes?  Do you ask: What is Twitter? From a customer service perspective, Twitter has evolved into a virtual place for consumers to complain about businesses.  For those businesses savvy enough to understand the importance of communicating Read more

2022 Holiday Poem - 12/20/22


The year is winding down. The work is still up front. We’re making that transition to close out the 12th month. We’re trying to find a balance between personal life and work. Trying to be kind to people even if they’re acting like a jerk. It’s taking all of our patience and our Read more

Open Minds and Ornery Customers - 12/13/22


We all have to deal with some crazy customers, at times.  They might be loud or sad.  Flighty or mad.  They may have unrealistic expectations or think it’s OK to skip past people in line because their need must be more important than the others.  Some are rude, some Read more

Apply These Values for Great Customer Service - 12/6/22


One of the industries where we do a lot of our work is local government.  These CSS clients are not necessarily selling a product or having the number of competitors that a lot of our private industry clients and our sports clients face.  But they need to deliver a Read more

Redefine “Access” to Treat Customers Special - 11/29/22


One of our clients puts on major events throughout the country.  When we conduct post-event surveys, many of the attendees rave about the access they had to certain entertainers, locations in the venue, parking lots, or even information.  Others decry the fact that they lacked that access. This does pose Read more

Journalists are Sharing Patient Satisfaction Scores

Posted on in Business Advice, Healthcare Please leave a comment

Blog 4-17-15It’s happening. We knew it would come. It’s not that the hospitals haven’t been measuring patient satisfaction for decades. It’s not that the Federal Government is just now monitoring patient satisfaction and reporting it publicly. It IS that it’s become such an easily-obtained set of information that journalists are quickly pulling the data and writing articles. The article See how Triad hospitals fare when it comes to patient satisfaction is a perfect example. It identifies specific hospitals in North Carolina only getting 2 “Stars” out of 5. It notes that nobody in the region is above a 4, and it interviews those performing “badly” in the eyes of the writer, putting them on the defensive. Now here’s the question: What is your organization doing to continually improve patient satisfaction? Some of the answer is process-oriented, some is culture, some directly relates to engaging employees, and some relates to communications and relationship-building with patients. Our suggestion is to start with the Voice of the Patient – What are their true satisfaction drivers? Uncover the true drivers of willingness to recommend and return, if needed. Then identify what correlates most to those drivers. At that point, you can be efficient in your efforts. At that point, you’re tailoring your strategy to improve and sustain that improvement in patient satisfaction through employee engagement, patient engagement, process, communications, cultural, and other initiatives. Continually work to improve your patient satisfaction. Your scores could be in the next headline, the next television segment, or the next in-depth article. The data on the hospitals have become stories waiting to be written.

Did you like this post? Here are other Healthcare-related posts:


What’s Truly Unique for Fans in the Seats

Posted on in Business Advice, Carolinas, Sports Please leave a comment

I’ve been fortunate to have been a season ticket holder for a professional football team for 15+ years, so when my company consults with pro sports teams on season ticket holder (STH) retention and fan relations, I can talk as a strategist and researcher or…as a fan.

And I love talking as a fan. One key point that those in the sports industry need to remember is that the game day experience is – to many fans – far beyond what the smart phone experience or television experience could ever become.

As a fan, when I go to the game, there are certain aspects of the experience that I could never get on TV. I feel and am a part of the emotion of 70,000+ people (FYI – I’m a Carolina Panther STH). And even when that emotion is negative, it’s raw emotion, at times it’s yelling, at times it’s tense silence – but it’s almost always a roller coaster of emotion for 3+ hours.

And unlike the fan at home, if I want to watch a defensive end for a couple plays, I can focus just on him. If I see a wide receiver wide open 20 yards downfield, I can yell “He’s open! He’s open!” at the same time that a TV watcher is being shown the quarterback standing in the backfield. I can think to myself – “that pass is going to be intercepted” before the TV cameraman even focuses on the receiver and cornerback.

You see, I can see what I want to see. It’s in my hands (and my eyes) to focus on anything going on, whether in the field of play, on the sidelines, or in the stands. The customer has the power – a power that cannot be duplicated by television.

Television is a wonderful thing and is constantly expanding its capabilities, but these expansions of capabilities erode the gap between the game day experience and the home experience.

So to maintain gate receipts, STH retention, and enthusiasm for attending the games, game day professionals and pro sports teams need to address this key point – we need to leverage, improve, and market the two greatest aspects of being at the games: (1) Being a part of the experience with tens of thousands of other fans, and (2) Controlling one’s own perspective on the event.

To keep fans coming to the games, enhance the “group experience,” and find new ways to help fans gain more from their unique view of the event.

Interested in improving your team or club’s fan relations? See more at our new website! http://cssamerica.com/csssport.htm

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/


Linked at the Hip – Business Retention and Long-term Thinking

Posted on in Business Advice, Government Please leave a comment

If you care about winning a battle, focus on today. If you care about winning the war, think beyond tomorrow.

In far too many businesses, companies focus too much on today’s battles. They get so immersed in making this one sale, in closing this one transaction, in getting through these operational steps, that they find themselves with the same one sale, one transaction, and one step-orientation the next day.

So what’s the problem with that? The problem is that caring almost exclusively about today doesn’t help you to plan for tomorrow, to think strategically, to think long-term, and to succeed long-term. It doesn’t help you to research, study, and anticipate what you customers will do, how the environment will change, and what your competitors will do.

This conundrum is no different in the world of economic development. Too many communities are too focused on new business acquisition and don’t invest enough resources or planning on how to retain and grow the companies already located in their jurisdiction. This is where effective Business Retention & Expansion programs come into play.

Communities that care about the long-term, realize it’s not all about the hunt, the new business, the relocation. It’s about keeping what you have and growing them. It’s about having strategies to ward off other jurisdictions recruiting their businesses. It’s about becoming as vital to the businesses as the businesses are to the community.

Mooresville, NC economic development groups created ‘Moving Mooresville Forward 2017’. According to a recent article, the strategy has 5 key initiatives:

  • Business retention/expansion/acquisition
  • Creating an environment for small business growth
  • Workforce development
  • Transportation planning
  • Creating a business environment and quality of life that fosters individuals’ and businesses’ desire to stay.

Note how these initiatives are focused mostly on what you currently have – your businesses, your environment, your employees, your infrastructure, your quality of life. Mooresville realizes that it must create an environment that fosters retention and expansion, and that same environment would be of interest to companies seeking relocation options from elsewhere to Mooresville.

When you want to succeed for the long-term, plan how to enhance, retain, and grow what you have instead just focusing on today’s sale, today’s transaction, and today’s task.

Check out our BRE News Research Services: http://cssamerica.com/cssbrenews.htm

Listen to our latest podcast episode on “Delivering the WOW Experience!”

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/