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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

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Delight Your Customers – 10/22/24

Posted on October 22, 2024 in Customer Service Tip of the Week Please leave a comment

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 More Complete Definition of Responsiveness – 10/15/24

Posted on October 15, 2024 in Customer Service Tip of the Week Please leave a comment

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 3 e-mail exchanges to have a conversation.

The employee was ultra-responsive.  She was very quick.  There was a positive tone conveyed with how she wrote the emails.  That part was great!

But part of truly being responsive still involves making it easy on the customer – trying to avoid the tennis volleys back and forth…and back and forth.

Some of the “volleys” were because of certain terms she used that I wasn’t familiar with, certain suggestions she made where I didn’t understand the purpose, certain sentences that were oddly worded.  Communications were unclear.

Some of the “volleys” were because I needed more information like specifics about timing.  Specifics about location of delivery.  Specifics about pricing.  Communications were incomplete.

So, she was a highly responsive employee, but the overall experience is not what I would call quick or clean.  It was a little clunky.

Responsiveness is About Timing

Consider these questions.  How quickly do you respond to e-mails, to text messages?  How quickly do you call someone back when they leave a voice mail?  What’s your timing goal?

How do you track your responses to ensure you meet your goals?

In your communications with customers, do you set expectations about the next step, the next timeline?

Responsiveness is About Clarity and Completeness

Is your response clear enough that it doesn’t result in another communication from the customer, another need for you to respond again?

Is your response complete enough that it doesn’t result in additional communications to get more information or get the need fully addressed?

To be responsive, consider your timing, but also consider your clarity and completeness.

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Define Customer Service Success Differently – 2/6/24

Posted on February 6, 2024 in Customer Service Tip of the Week Please leave a comment

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 fame, fortune, awards, power, position.

I believe success can be defined in a lot of ways having nothing to do with any of those accomplishments.  Sometimes those outcomes shouldn’t be the definitions of success.  So, especially as it relates to customer service, let’s define Success differently.

Noted below are three quotes.  Let’s look at how they apply to our work in trying to become successful in customer service.

Effort measures success better than outcome.

When we’re engaged with the customer or dealing with a difficult situation at the office, we can control ourselves, our response, or approach to the conversation.  We cannot always control the environment; we can rarely control the other people involved.  But the environment and the others involved affect the outcome of the situation.  So, don’t get down on yourself if the outcome wasn’t what you were hoping for or the overall tone of the conversation did not strike the right chord.  Define success as having done your best.

The cost of success is exceeded only by the cost of failure.

There’s rarely a perfect solution to a complex situation.  But in the vast majority of the cases, doing something gives you a better chance of success than doing nothing.  Deciding to respond to the e-mail or the voicemail when you don’t have an answer, instead of not responding at all.  Taking action on behalf of the customer instead of hoping that – by ignoring them – they will go away.  In customer service, the cost of doing nothing is a higher likelihood of failure, of losing the customer, of engendering that negative word-of-mouth, of creating bigger issues for your co-workers down the road.

Don’t be irreplaceable.  If you can’t be replaced, you can’t be promoted.

Too many people feel that knowledge is power.  They believe in hoarding information or their experience or their expertise so that only they can use it.  This is not only a sign of somebody who’s not a team player, but it can actually be a deterrence to career development.  If we don’t share with others and try to build up and support our teammates, why would leadership want to move us up knowing that they would have a void they cannot fill?

Don’t define success purely based on the outcome.  Define customer service success by your efforts, your willingness to take action on behalf of the customer, and your willingness to impart your knowledge and wisdom to others.

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