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Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

From a Simple Question to an Exceptional Experience - 11/5/24


Phyllis loves her job.  It’s not just because she loves being a customer service representative, not just because she really likes her co-workers, and not just because she enjoys her company.  It’s because she really appreciates her customers, as well. A customer had ordered a register book off the company Read more

Fix One Problem without Creating Another - 10/29/24


If you’ve ever had an issue with your dishwasher, this will sound familiar.  I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue.  Maybe it’s because of the mix of water and technology, but for whatever reason, these never Read more

Delight Your Customers - 10/22/24


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 Read more

A More Complete Definition of Responsiveness - 10/15/24


I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth - 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or Read more

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

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Make Surveys Worth It – 9/29/15 TOW

Posted on September 29, 2015 in Customer Service Tip of the Week Please leave a comment


How many customer surveys has your company conducted since you’ve been working at your current employer? Some of you may answer 1,263 – roughly speaking – and others may answer zero.

The results could be many data points, many responses, many comments and analysis and findings and conclusions…or zero.

To make surveys worth conducting, worth the time, worth the money and the blunt feedback, the results have to be used. But even before that, the results have to be worth using.

Before conducting your next survey, think about these key categories of content.

The first is obvious. Find out what’s important to your customer – about the experience, the product/service, the relationship with your business. Find out their satisfaction with those same attributes so you can see where the biggest gap is between importance and satisfaction.

The second may be less obvious. Gauge your customer’s awareness. Many of the reasons for customer dissatisfaction, apathy, exit, confusion, or a poor experience comes down to this point – they just weren’t aware. They weren’t aware of your product offerings, your facility locations, the website functions, the right number to call or person to contact, how they could request a refund or lodge a complaint. They weren’t aware of a process or a service method; they didn’t know about perks and benefits.

The third content category for your surveys is change. Ask the customer about what is changing in their world, with their preferences, and with their desired experience. Have them to tell you the change so you can anticipate and plan for the changes you’ll need to make in your business to change with your customer. Don’t wait for them to leave in order for you to realize that you didn’t change fast enough.

Make your survey results worth using. Ask the right questions.

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TIME – A Business Retention & Expansion Pro’s Constant Battle

Posted on August 26, 2014 in Business Advice, Government Please leave a comment

Blog 8-26-14You may have heard the saying “Work expands to fill the time allotted.” The idea is that – for many people – if they have 8 hours of work to do and 8 hours to do it, they’ll get it done; however, if they have 5 hours of work to do and 8 hours to do it, it will still take them 8 hours.

Many Business Retention & Expansion (BRE) professionals never have to worry about this situation because there’s usually too much work for the time. There are internal meetings, client visits, research on current clients through surveys and reviewing publications, support for the business recruitment staff, facilitating resolution to issues with the local government permitting issues, and on…and on…and on.

Where time is the issue for BRE professionals, here are four key questions to ask:

  • What activities are being performed that provide no value to the client? Find, eliminate, or reduce the time spent on these meetings, reports, and other tasks.
  • Where is time spent on research that could be outsourced to others? Don’t spend hours culling through newspapers or web alerts just to learn a little nugget that you can use with a client (have others do it for you).
  • Which are the key clients most at-risk of job loss or with the most opportunity for job gains? Knowing this can help you to allocate more time to those with more opportunity/risk.
  • In what situations are you doing something manual that could be automated? It’s the handwritten survey v. the web-based survey. It’s the handwritten notes that you rekey later. It’s the hardcopy documentation and manual files that build and build and build only to be purged every 3 years in a fit of frustration.

When you’re frustrated that you can’t get everything done, consider stopping what you can, outsourcing where you can, spending more time with those with the most opportunity/risk, and automating whenever possible.

Find more time to do what you do best.

Did you like this post? Check out otherBRE-relatedposts athttp://brebuzz.com/bre-blog-posts


What You Must Know to Keep Your Customers

Posted on December 19, 2012 in Business Advice, World of Customer Service Please leave a comment

Bad economies make companies truly focus on good customer service and the importance of customer retention. And when businesses try to retain more customers, they often fall prey to the desire to create a new benefit, institute a new loyalty program, or launch a new customer retention effort which is – in reality – just marketing gone bad.

So instead of suggesting you create some costly initiative, let’s start with creating a common understanding of the knowledge you need to have to best keep your customers:

  • Know why they would leave, and address it. This means, what do they expect from the experience? From the quality of the product or service? From your level of customer service?
  • Know who you want to keep most – and why (typically because of profitability or longer-term impact) – and target more of your efforts on these customers. No company has infinite resources with which to use the most personalized and labor/cost-intensive methods of keeping customers. So you have to know with whom you make the personal visit (high cost touch), and with whom you send the personalized e-mail (low cost touch).
  • Know who’s most at-risk of leaving, and create strategies to keep them. Target, target, target. Don’t spend the same time and energy and money keeping everyone, if you know a certain percentage of customers are almost certainly going to stay with you. And how will you know? Simply ask them, and also look at historical data to identify common characteristics of former customers.
  • Know how to become vital to their day-to-day lives or success. If they can’t efficiently get their job done without your software or research, if they can’t get their need met well without your product, if you are the supplier of something that’s imperative to their daily personal or professional lives, you have significant leverage in retention.
  • Know how to make it easy to become your customer…and more difficult to leave. Is the customer’s signup with your organization a piece of cake? Can a first time customer navigate your organization and your processes/policies as easy as a long-term customer? If so, you’re golden. On the back end of the relationship, you don’t want to make it impossible to leave (then you’re dealing with ethical concerns), but if the customer needs to replace what you provide, and that effort or time (in addition to the effort and time and cost of going to your competitor) are high, they may not make the move.

Know what you need to know to keep your customers.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

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


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