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Gaining the Benefits of the Greeter- 6/30/26


Most likely, we’ve all entered some establishment – a retail store, restaurant, or service center - when there is a greeter at the door.  The most famous greeter position is probably the Walmart greeter.  I often thought that my father-in-law would have been a fantastic Walmart greeter, because he Read more

Seamlessness - Why the Customer Thanked You - 6/23/26


This doesn’t happen enough nowadays, but the employee received a long thank you e-mail from the customer.  A financial services account manager had taken care of the client during a period of time that was stressful for the customer. Life was unexpectedly changing quickly, and personal emotions, additional financial responsibilities, Read more

When to Avoid the Escalation - 6/16/26


The customer calls with a complaint, and the easy thing to do is to escalate it to your supervisor. That may also be the right thing to do, but how do you know when to avoid the escalation? Why You Would Escalate The first thing to consider is why you would Read more

Let’s be Clear on Clarity - 6/9/26


When trying to manage expectations, it’s vital to be clear with the customer.  But what specifically does it mean to be “clear?” Clarity is in the eyes and ears of the beholder, so what may be clear to one customer may be unclear to another.  However, there are some basic Read more

Allow Yourself to Solve a Couple Puzzles Every Day - 6/2/26


Frank had never been a dog owner before, and when he first got Bosco at the shelter, Frank didn't really know what he was doing.  He would try to be a good parent - feed the dog, play with it, take it on walks - but he was doing Read more

Improve with a Purpose - 5/26/26


If you’re reading these customer service tips, you likely want to get better.  You want an idea, a technique, a reinforcement, or a question that helps you improve. But why improve? At some point you may waver on the commitment to improve, because it can take effort, introspection, time, and change.  Read more

Reciprocate the Thanks - 5/19/26


Jasmine had a great experience with the company, and the company sent her a link to provide an online evaluation following the visit.  So, she clicked the link, gave a rating, and made a comment about her experience. The company monitored their online reviews, saw the positive response, and replied Read more

Don’t Skip the Recap - 5/12/26


The playoff hockey game goes on for almost 3 hours.  There’s non-stop action, with plenty of penalties and takeaways and hits against the boards…and a few goals, as well. You didn’t get to watch the whole game because you had other plans, but you wanted to know what happened.  So, Read more

Finalize the Solution with the 6 Step Checklist - 5/5/26


In last week’s Tip, we showed why and how to Use the 6 Step Checklist before Resolving the Issue.  We noted the importance of taking 15 seconds to mentally walk through the Who, What, When, Where, Why, and How to feel confident that you know what’s needed to fix Read more

Use the 6 Step Checklist before Resolving the Issue - 4/28/26


We talk about trying to resolve the issue right the first time, sharing the technique on how to manage the conversation to get clarity on the real issue, need, or goal, and confirming your understanding before moving forward. But what are you trying to clarify?  What are you trying to Read more

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Have a Lockout Exit Strategy

Posted on November 9, 2011 in Business Advice, Sports Please leave a comment

For anyone who has followed the back and forth in the NBA about the current lockout, you realize that there is a lot of acrimony from the owners and players. Acrimony can generally fuel passion, but it doesn’t fuel positive passion – particularly from the fans.

At some point the lockout will end. There’s too much money to be lost this season for both the owners and players, and the money that will be lost is money that the fans would have paid. With each passing day, for a certain portion of fans, the fan’s affinity for the sport and the teams and the players decreases. The money that fans are NOT spending on the NBA is going to other places. There are new draws on people’s time that would normally be spent focusing on their team and attending games. The positive vibes and memories go away.

So the question is, “What is each team’s Lockout Exit Strategy?” We’ve done a great deal of consulting, training, and research with professional sports organizations over the past 8 years (with the NBA in particular), and we know that the teams can be good at planning – particularly planning Marketing and Sales strategies.

But there’s a strong need for a retention and relationship renewal strategy. This is different. This is focused on getting back business from fans who will not be in the typical mindset they are at the start of the season. The same strategies used in the past will not be as effective this time around. Teams need to build a retention/relationship renewal strategy based on empathy for the fan. Here are four quick parts of the strategy to incorporate, particularly for when the lockout ends:

1. Have a research plan to gauge current STH feelings/perceptions and how those may change decisions to attend games, renew tickets later on, etc.

2. Have a communication plan with the broad fan base that focuses on empathy and appreciation.

3. Season Ticket Holders (STHs) will be even more concerned with the Direction of the Team, so have a communication plan that gives them “inside information” and direct messages from team leadership. This could include joint letters and/or joint STH-conference calls with the owner and key players.

4. Create a 2-month STH Touch Point Plan to consistently reach out to STHs to communicate messages of harmony within the organization, focus on the fan, and longer-term plans for success.

When preparing to move forward from this labor unrest, have a relationship renewal strategy.

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

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

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


Why Train to Retain in BRE…

Posted on October 20, 2011 in Business Advice, Government Please leave a comment

The University of Tennessee has created a course called “Business Retention and Expansion in Tennessee.” While that’s not the most creative course name (kind of like my company, Customer Service Solutions, Inc. isn’t the most creative name…), it clearly indicates what this course addresses – retention and growth of your existing businesses. The course touts statistics such as “79 percent of all new jobs in the state in 2009 resulted from the expansion of existing business and industry.” That stat could apply to most any business – most of your revenue comes from existing clients.

So economic development organizations should have strategies, research, and training to be intentional about that business retention and job growth. Unfortunately, many communities make assumptions about retention such as:

· “We have no control over whether businesses stay or leave, whether they expand here or elsewhere.”

· “Nobody would leave our community.”

· “If there was an issue, the business leader would call me.”

· “I know everybody and everything going on in the community; so I’ll know if there’s something that’s an issue to a local business.”

These are all assumptions – assumptions that can get a community in trouble. And these assumptions apply to anybody who is managing accounts just like BRE representatives manage relationships with multiple local employers.

You have to believe you can make an impact. You have to understand that businesses might leave. You have to be proactive and not assume that businesses are going to contact you in time to help them. And you cannot assume you know all that’s going on in your local businesses.

Local economic development agencies need training and guidance in how to build relationships with local employers, how to proactively reach out to them, how to respond when needs and issues arise, and how to grow their jobs base.

Don’t make assumptions about retention and growth. Get the training, research, and strategy development you need to succeed.

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/


Create a Custom Retention Toolkit

Posted on April 20, 2011 in Business Advice, Sports Please leave a comment

In the article Marketing starts with customer service, the author promotes the concept of identifying the 20% of your customers that drive the majority of your business. Then market to them and provide them with stellar service. The idea is to have a targeted marketing approach for your top existing customers just as you would to a target demographic (using more typical marketing parlance).

Later in the article, the different marketing strategies are referred to as retention tools…hmmm…interesting.

It’s interesting because many of us think about customer service as responding to requests, as resolving issues, as anticipating customer needs. But from a retention standpoint, what collateral (or to use the author’s term), what tools do employees at your company have available to them to keep and grow business with existing customers?

Remember from our other blog posts that retention is different from marketing in that retention needs to be more personalized – more 1-to-1 based on the customer’s true renewal drivers. But once you know those drivers for your key client types, you may find consistencies such that a high percentage of customers will stick with you for a few key reasons.

In pro sports, the teams often offer many benefits to customers, but we’ve surveyed enough season ticket holders (STHs) to know that those benefits are rarely the reason why the STH renews are not. So don’t come up with a laundry list of benefits; again, be targeted.

If the retention driver is “being in the know” with your company’s latest product offerings or events or initiatives, possibly have an “Insider” newsletter that only the best customers receive before the general public – it could include a personalized letter from the CEO. If the driver is quick turnaround on special orders, ensure you have a fast-track process for urgent orders available to key customers. If the driver is the relationship with the organization’s people, make sure the employees share their names, ask about the customer, give unsolicited tips on the use of the products or meeting other customer needs.

Identify reasons why your key customer types would stay or go, and then create your own retention toolkit.

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

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


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