personalize | Customer Service Solutions, Inc.

Energy v. Apathy - 4/22/25


I asked a couple friends who are much more scientifically-oriented the question: What is energy?  I didn’t mean E=MC2.  I meant physiologically, what is energy? They described a lot of things that sounded really good, yet far too advanced for my non-medical mind. Part of the reason why energy is of Read more

Prep Enough to Personalize - 4/15/25


Everybody loves Howie.  He is an account rep for the local air conditioning and heating company.  When I say Everybody loves Howie, I’m definitely talking about the customers.  His co-workers love him too, but customers are especially fond of him.  They seem to really enjoy their conversations with him, Read more

Get Your Customers to Brag, Not Bolt - 4/8/25


Here are two customer retention concepts that we discuss with some sports clients: BIRG and CORF.  BIRG is Basking In Reflected Glory.  CORF is Cutting Off Reflected Failure. You want BIRG.  You want the customers feeling so good about your organization that they want to be a part of your Read more

Narrow Your Focus to Seek Excellence - 4/1/25


You’ve probably heard companies use phrases such as: “We want to go from being good to great.”  Maybe they’ve said: “We strive for perfection, and although we’ll never reach perfection, maybe we can achieve excellence along the way.” These organizations find some kind of a catch phrase or slogan, but Read more

Avoid the Unfriendly Ghost - 3/25/25


Last week we talked about the qualities of “PERKI Customer Service,” essentially what attitudes and actions are characteristics of those who provide great customer service.  This week, let’s take the opposite approach.  What are some of the mistakes that people make?  Maybe these are mistakes of omission or commission; Read more

PERKI Customer Service - 3/18/25


After having worked on hundreds of projects over the years with thousands of thousands of individuals, some things become pretty clear. There are certain traits held by people who are great in customer service.  Look at this list, and do a self-assessment.  Which apply to you? Positive and Patient Do you Read more

It Helps to Downshift - 3/11/25


One of the first tips I heard when I was learning how to drive related to what to do when the brakes fail - downshift.  Shifting into a lower gear can slow down a moving vehicle.  I would explain this in technical terms to you, but considering I’m not Read more

Patience is… - 3/4/25


Patience is a…pain in the neck.  Why is it so hard to be patient?  Those of us who work in customer service know that we constantly have to show patience with our customers.  We’re ready to move to the next step or the solution because we’ve heard this issue Read more

Everybody Doesn’t - 2/25/25


Joey received the compliment, but he was confused.  Paula, his boss, and Joey had their monthly one-on-one meeting, and Paula noted that, although he was new, Joey was already doing a great job!  While there were learning curves on some of the organizational policies and the technology that he Read more

A Simple Phrase to Transform Your Customer Feedback Approach - 2/18/25


I went to a restaurant called Big Ed’s (no relation) in Raleigh, NC recently.  It’s basically country cooking with fantastic breakfast options!  On the menu there was a quote that said: If you enjoyed your meal, tell a friend.  If not, please tell us. That was an excellent statement that embodies Read more

Prep Enough to Personalize – 4/15/25

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

Everybody loves Howie.  He is an account rep for the local air conditioning and heating company.  When I say Everybody loves Howie, I’m definitely talking about the customers.  His co-workers love him too, but customers are especially fond of him.  They seem to really enjoy their conversations with him, and they always feel heard and appreciated.

Howie believes in doing two things well: Preparation and Personalization.  Before the call or video chat, before that e-mail he sends, he simply writes down the goal for that correspondence.  Sometimes it’s to be clear. Sometimes it’s to be understanding and sometimes to encourage the customer.

Next, Howie actually reads all those notes on the system that the techs or the customer service reps put in relating to this customer.  He tries to understand a little bit about where they’ve been recently and where they’re at today.  He tries to get a sense of how happy they have been with the company’s service.  And he tries to get a sense of the customer themselves.  He refreshes on those little stories, those anecdotes that are unique about the customer, the information on how long they’ve been a customer or what system they have in their home.

In his preparation, he uses the knowledge that somebody took the time to put into the system.

Then he makes the call, or he starts the chat, or he creates the e-mail.  Though he understands customer service techniques, and he knows whatever scripts or guidelines he’s been given, he is focused on personalizing the conversation.  He utilizes the customer’s name, references some of the stories, notes the information that his co-workers have put in the system, and he weaves all of that information into the conversation.

Nobody feels like a number when they talk to Howie because he prepped enough to personalize.

Make preparation and personalization your calling card.

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Delight Your Customers – 10/22/24

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Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way to summer vacation, it seemed like bugs were everywhere.

When Janet first met Buddy, he had come to the house to provide a free assessment.  He wasn’t offering discounts to get new customers, but he was offering a free review of needs.  Buddy spent 45 minutes walking in and around the house, hunching down in the crawl space, and looking up at the trees.

Identifying the Need

At the end of the review, he sat down with Janet, and he gave his assessment of her issues and needs.  They discussed her goals, and then he emailed her a document the next day.  The visit and the follow-up document were personalized.  The document included a summary assessment of her home, not just a quote with a 1-liner describing the treatment and the cost.  It explained to her – often in her words – what were the biggest issues, needs, and goals for her home.  Buddy offered a couple different pricing options and a recommended cadence of inspections and treatment.

Getting Rid of the Bugs

When the treatment began, most things seemed to get better immediately, but they weren’t perfect.  Buddy reached out to Janet to get her input on how things were going, and she noted the mosquito problem was just about as bad as ever.  The next day, Buddy sent one of his men to the house to augment the treatment they had already done.  The mosquito situation got better within 48 hours.

Penning a Thank You Note

Six months into the service program, Janet opened her mailbox, and there was a small gift from Buddy.  It was simply a nice pen.  No logo on it.  Instead, there was just a handwritten note from Buddy thanking Janet for her business and hoping she enjoyed the pen.

Buddy was new to the bug business, but apparently he wasn’t new to understanding people.  He wasn’t new to understanding how to build a relationship.  He did 3 things exceptionally well to delight his customers: The Personalized Experience, the Exceptional and Responsive Support, and the Unexpected Positive Surprise.

To delight your customers, learn a little from Buddy the Bug Man.

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A Story of Willie and Aubrey – 2/8/22

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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 the shop.  Aubrey was greeted immediately by Willie, the shop owner.  Her first words were “Hi, I’m Aubrey Matthews.”  That’s all she had to say.

Willie was immediately excited, as he recognized the name and instantly knew that this was a long-distance customer.  They had never met, but Willie was so excited to meet Aubrey face-to-face and to talk.  They chatted and walked around the store together.  Though Willie had never met Aubrey and never heard her voice, he instantly knew who she was – a treasured customer.

Willie cared enough to know Aubrey’s name, her preferences, her “story.”  It made a huge impression on Aubrey, and Aubrey bought several items that day as well.

Now, what’s the lesson?

When you interact with a customer, don’t just think about their order or issue – think about THEM.  Who is the person you’re speaking with – what’s their story?

When you complete a call or transaction, document some of the personal side of the customer (Were they rushed, emotional, have some upcoming event?  What did you learn about them personally?).

When you then initiate a contact with a customer, don’t just consider the issue or service you’re going to discuss, consider the characteristics of the customer you’ll be talking with, as well.  Don’t view it as “Company” and “Prospect.”  View it as Willie and Aubrey.

Engage the customer as a unique individual.

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