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Manage New Customer Expectations - 8/11/26


The fan had never been to a motorsports event before, but they had been to concerts.  They had been to big conferences.  At those other events, they could park right next to the venue, many of the activities were indoors, and weather was a non-issue.  So, they were not Read more

Complement Empathy with Action - 8/4/26


A man falls into a hole, and he can’t get out.  He starts yelling for help, and a doctor walks by and looks down the hole.  The man in the hole yells to the doctor “Please help me.  I’ve fallen into this hole!”  And the doctor takes out a Read more

My 8-Minute Visit at the DMV- 7/28/26


I needed to get a Real ID, which in North Carolina facilitates airline travel and other identity verifications.  My wife suggested I go to one particular DMV that was a LONG way away from home, but where she had experienced great customer service.  I was lucky to find an Read more

When They Might Walk Out the Door…Permanently- 7/21/26


Have you ever had one of those conversations with the customer where they literally tell you they’re about to stop doing business with your company?  This is it.  They may bring up a competitor or found another way to get their need met, or they are just leaving. When we Read more

Transparency in Customer Service- 7/14/26


We’ve worked with a lot of clients in the local government sector, and many of these clients have Customer Service Standards and/or corporate values that include Transparency. Think about an old-fashioned transparency sheet, that malleable see-through page you put on an overhead projector.  You can see everything on one side Read more

See the Customer’s Journey from Their Perspective- 7/7/26


That customer is face-to-face with you right now, and you are fielding their questions or delivering your service to them.  And oftentimes and understandably, we are so immersed in the moment that we don’t think about what came before or think enough about what comes next. But in the life Read more

Gaining the Benefits of the Greeter- 6/30/26


Most likely, we’ve all entered some establishment – a retail store, restaurant, or service center - when there is a greeter at the door.  The most famous greeter position is probably the Walmart greeter.  I often thought that my father-in-law would have been a fantastic Walmart greeter, because he Read more

Seamlessness - Why the Customer Thanked You - 6/23/26


This doesn’t happen enough nowadays, but the employee received a long thank you e-mail from the customer.  A financial services account manager had taken care of the client during a period of time that was stressful for the customer. Life was unexpectedly changing quickly, and personal emotions, additional financial responsibilities, Read more

When to Avoid the Escalation - 6/16/26


The customer calls with a complaint, and the easy thing to do is to escalate it to your supervisor. That may also be the right thing to do, but how do you know when to avoid the escalation? Why You Would Escalate The first thing to consider is why you would Read more

Let’s be Clear on Clarity - 6/9/26


When trying to manage expectations, it’s vital to be clear with the customer.  But what specifically does it mean to be “clear?” Clarity is in the eyes and ears of the beholder, so what may be clear to one customer may be unclear to another.  However, there are some basic Read more

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From Team-up to Partner – 4/21/20

Posted on April 21, 2020 in Customer Service Tip of the Week Please leave a comment

The phrase used to be “Team-up.”  Company A and Company B are going to Team-up to address this big consumer need.

Now the term is “Partner.”  Organization A and Organization B are going to partner together to seek a resolution to this community issue.

Both of these phrases essentially deal with different organizations working together with a common goal.  But even within the same organization, the ultimate organizational success usually requires people from different areas or with different functions to “Team-up.”

So, what do you do when you’re asked to Team-up with someone else at your own company?

To Team-up effectively, here are 3 quick suggestions:

  • Help Others – When you see a co-worker with a need (figuring out some video conferencing app, understanding how to interpret a policy, or dealing with a difficult customer situation), stop what you’re doing and offer to help. Don’t simply bypass someone in need.
  • Know Your Role – Understand how your job, your skills and expertise, and your experience fit in the greater organization. Know how your actions and decisions affect others; often, what you say or the work you produce (your “Output”) is the Input for a co-worker.
  • Collaborate with Others – Be willing to meet with and work together in formulating plans, dealing with issues, and delivering services. Support what’s best for the whole group, even if it may not be your first choice.  Encourage your co-workers and give them positive reinforcement.

Before you Team-up with others, take a moment to truly understand what is expected of you. Seek opportunities to help, understand how you affect others, and work with others as a good teammate toward a collective goal.

Team-up.

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