Redmond | Customer Service Solutions, Inc.

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24


We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

Define Customer Service Success Differently - 2/6/24


When I’m watching television, listening to the radio, or listening to a podcast, it’s always interesting when the topic moves to the question:  How can you be a success?  The speakers often discuss the process of becoming a success with the assumption that people believe success is defined by Read more

Give Them a Vote

Posted on in Business Advice, Government Please leave a comment

In the Seattle Times article “Starting with citizen priorities builds a better budget in Redmond,” the Mayor of Redmond, WA, wrote about the local government’s budgeting process. While that’s not normally a cause for a customer service posting, the method described in the article (http://seattletimes.nwsource.com/html/opinion/2013081400_guest06marchione.html?prmid=op_ed) WAS customer-focused.

They inquired from the citizens what was most important to them in terms of the City environment. There were 6 priorities noted, and they were outcomes-oriented (“a vibrant business community; a clean environment; greater community connections; infrastructure investments to keep up with growth; a safe city; and a responsible government.”). To address these priorities, the City began focusing on customer service – and began to solicit employee suggestions to improve operations and expenditures.

The article continues to talk on about all the good they’ve accomplished, and I’m sure those details can be debated, but I won’t go there – this isn’t a political blog.

Where I will go is to the lesson learned from Redmond. There are times when your organization (like now for many companies) cannot be all things to all people. There are times when you can’t provide every service your customers want or every perk your employees desire. There are times when you have to say “No.” But one of the best ways to prioritize is to involve the people that will be impacted by the priorities you set.

If it’s a decision about a service your organization provides, bring customers into the decision-making process.

If it’s a decision about internal operations, the work environment, or employee motivation, bring employees into the decision-making process.

It’s easier to feel more confident that you made the right decision for the stakeholder if the stakeholder was a part of the decision.

Make customers and employees part of the process in making decisions that will impact them.

Interested in improving your company’s customer service? See more information at: http://www.cssamerica.com/

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