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Don’t Begin with the Dead End in Mind - 2/17/26


Habit #2 of Stephen Covey’s “Seven Habits of Highly Successful People” is “Begin with the End in Mind.”  It speaks to the need to have a clear vision or goal for what you’re trying to ultimately achieve, so you understand the purpose of what you’re doing.  It helps you Read more

Explain without Over Explaining - 2/10/26


The customer has a question, and we have an answer.  They need to learn something, and we’re in the position to be the educator.  There’s a process they have to go through, and we need them to understand. We know so much, and we could impart so much, but sometimes Read more

Look for a Stop Sign - 2/3/26


As a customer service professional, what you say matters.  The information you’re providing is useful.  The direction you’re giving the other person is helpful.  But... As you’re speaking, you also need to be reading.  Reading the other person.  Watching the customer, determining whether and how they’re receiving what you’re sharing.  Read more

When They Want the Supervisor - 1/27/26


Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to Read more

Identify Your Point of Empathy - 1/20/26


I was watching a webinar recently on empathy.  The speaker mentioned that empathy - to a large extent - is something that you are born with.  It’s something that’s very difficult to learn.  And while I agree that some people are predisposed to being empathetic and understanding of others Read more

Pressure is a Privilege, but... - 1/13/26


When athletes are asked about the pressure of a playoff match or a late-game situation, many times they will say that “pressure is a privilege.”  In other words, usually pressure exists because you’re in a match that matters most.  It exists because you are a player put in a Read more

While I’ve Got You on the Phone… - 1/6/26


I’m a big planner.  Whether it’s strategic planning or planning out the year or planning my week first thing on a Monday morning, I like to plan.  I do this because it gets all of my action items documented and ensures that I have some understanding of what I Read more

Pass the Quick Impression Test - 12/30/25


Some studies have shown that people create an impression of you in less than a second when they first meet you face-to-face.  Other studies have shown that that initial impression can take up to 7 seconds.  Regardless, first impressions are quick.  First impressions are not always the lasting impression, Read more

2025 Holiday Poem - 12/23/25


We hear the word change And that change can be good, But we like things to stay same, And sometimes they should.   The weather can be wet And then dry as a bone. We know things will change, Even if all left alone.   Our customers change. Our co-workers do, too. It seems like our resources Are often too few.   The technology Read more

Make the Long Wait Feel Shorter - 12/16/25


When Greg entered the Tax Office, he was thinking only about two things: (1) How he was going to get the tax value on his home reduced, and (2) Whether the wait would be 1 hour or 2.  He checked in with the navigator who asked a few questions, Read more

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Complement with a Compliment – 9/9/25

Posted on September 9, 2025 in Customer Service Tip of the Week Please leave a comment

We perform many tasks for our customers every day, and when we’re done with a step in the process, oftentimes we will tell the customer what’s been done.  But if we want to create more of a WOW experience, if we want to make the customer feel a little bit better, it helps to complement the action with a compliment to the customer.

Below are five sets of examples of what we could say to the customer at the end of an activity (OPTION A), and then a more positive and encouraging alternative to consider (OPTION B):

OPTION A: We processed your application.  OPTION B: We were able to process your application quickly since you did an excellent job of completing the paperwork.

OPTION A: We’ve addressed your refund.  OPTION B: Your refund is in the works, and it will be processed quickly since you made the request on such a timely basis.

OPTION A: We’re done trimming the trees.  OPTION B: We were able to get the tree trimming done earlier than expected since you did an excellent job working with us on our plan for the day.

OPTION A: We’re done with the oil change on your car.  OPTION B: We completed the service on your car, and everything checked out great!  It’s really helpful how you’re keeping up with the regular maintenance.

OPTION A: We’ve created a ticket for your issue.  OPTION B: We created a work order in our system, and you did an excellent job of providing the detail we need to resolve it for you.

To be purposeful and add a little positivity to your communication with the customer, go beyond describing what step just occurred in the process, and give the customer a little appreciation for their efforts.

Complement with a Compliment.

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Energy v. Apathy – 4/22/25

Posted on April 22, 2025 in Customer Service Tip of the Week Please leave a comment

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 interest is…well…I always wish I had a little bit more.  But as it relates to customer service, energy is of interest to discuss because it’s generally a good thing.  Especially as an employee interacting with a customer, energy can convey interest.  Energy can convey action.  Energy can convey the willingness to do what is needed.

Apathy is the last thing you want to present to a customer.  It conveys that you don’t care, you’re focused on something else, that they don’t really matter.

So how do you convey more energy than apathy?

People who convey energy typically are doing some customer engagement with their eyes, with their body language.  There is a focus on the other person; you’re looking at the information they’re handing to you; you’re only briefly looking at the computer to access something for the customer before shifting your focus back to the customer.  Energy is having inflection in the voice instead of the verbal flat line.  It is nodding and giving the thumbs up v. being motionless, and having a blank stare.

When you’re in front of the customer, think about conveying a little bit of energy, a little bit of positivity. Because lack of that physical engagement – lack of movement – often suggests a lack of caring.  It suggests apathy.

Show the customer that you are engaged and that you care.  Convey energy over apathy.

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PERKI Customer Service – 3/18/25

Posted on March 18, 2025 in Customer Service Tip of the Week Please leave a comment

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 convey positive messages to co-workers and customers, trying to focus on what you/they CAN DO rather than what can’t be done?  Do you try to avoid interrupting others, try not to make them feel rushed?

Empathetic and Efficient

Do you convey an understanding of the other person and their situation, so they feel you care?  Are you organized and proficient enough to be productive and responsive?

Relationships and Responsibility

Do you know how to get to know people, build trust, determine their likes/dislikes, and address their uniqueness?  Are you reliable, dependable, and accountable for your duties and actions?

Knowledgeable and Kaizen-oriented

Do you know your processes, policies, products, and people?  Do you try to improve yourself, your organization, your quality, your service experience?

Interested and Intentional

Do you focus on the other person, conveying your interest with your words, your expressions, your body language and tone of voice?  Do you think about the purpose of what you say and how you say it – before you speak – considering why you’re asking the question or making the statement, considering the effect on the other person?

In considering these questions, how did you do?  If you excel at any of these, pat yourself on the back!  And if any of these “PERKI” attributes are not strengths or are areas that could be improved, make a game plan for your own professional development.

Chart a course for providing better customer service.

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