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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

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Be Passionate with Customers – 5/14/13 TOW

Posted on May 14, 2013 in Customer Service Tip of the Week Please leave a comment

Salespeople say “customers by on emotion.” Well why can’t employees serve with emotion…with passion?

When often talk about conveying you care for the customer, but it’s much easier to convey you care if you truly do care, and particularly if you are passionate. Passionate?

According to dictionary.com, Passionate can be defined as “expressing, showing, or marked by intense or strong feeling.”

So what aspect of your job creates strong feelings in you? Before you say “nothing,” consider these questions: Do you get excited about interacting with others? Do you love to help and serve others? Do you have strong, positive feelings about the actual product or service you deliver? Do you love working with others?

Find that positive emotion, and channel it toward customer service.

For example, if you like interacting with others, then make sure that excitement about seeing and talking with a customer comes out in your tone, the questions you ask, and your body language. If you like to help others, tell them so. We mystery shopped an organization recently, and one of the employees told the shopper that “I feel a big part of my job is to educate my customers so they can have the best experience possible.” Wow! And this was a shop scenario involving a government employee answering a question about a kitchen sink!

If you love the product or service you provide, talk to the customer about what a great product it is, but talk in terms of how much the customer will love it, or how much the customer can benefit from it, or how the customer can best utilize it. If you love working with others, tell them “I enjoy working with you” or “it’s great to work with a team” or “I enjoy working with good people.” Now that’s showing appreciation for your INTERNAL customers!

Find your passion, and channel it positively toward others.