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What Annoys the Customer? - 9/19/23


Domino’s Pizza had TV commercials years ago where they promoted how they trained their employees to “Avoid the Noid.”  The “Noid” was basically an annoying person or thing that would disrupt the delivery driver, possibly making the driver drop the pizza on the way to your door.  The goal Read more

Lift It Up - 9/12/23


I worked with a great client for several years who was in a leadership role in the education industry, and she was the executive champion for a culture-strengthening initiative.  We were the outside firm helping to develop the overall strategy and facilitate the teams addressing the various aspects of Read more

Addressing the Horror Story that Wasn’t - 9/5/23


You may have seen the commercials for one of those garden hoses that fits in your pocket.  When you put it on the valve outside your home and turn on the water, it expands to 50 feet.  When you’re done and turn off the water, it contracts and fits Read more

Be There ALWAYS for the Customer - 8/29/23


In healthcare, the patient experience mantras often include the phrase Always, such as: We have an always culture.  This gets at frequency of action.  Instead of service excellence being a most-of-the-time occurrence, some-of-the-time occurrence, an occasional or rare occurrence, the idea in an Always Culture is that the organization Read more

Respect, Regardless of Rank - 8/22/23


I was reading a management book written by a former naval officer.  He was given a leadership role over a ship that had been underperforming and had low morale.  One thing he did to turn around the performance, to improve morale, was instill in everyone onboard the principle that Read more

Move on to the Next One - 8/15/23


The ultimate game in professional American football is the Super Bowl.  In this past year’s Super Bowl, James Bradberry of the Philadelphia Eagles was called for a penalty with less than two minutes to go in the game.  The penalty gave the other team a first down; the other Read more

How to Rise to the Occasion - 8/8/23


In the movie Mr. Magorium’s Wonder Emporium, Mr. Magorium – played by Dustin Hoffman – tells his protégé that “Your life is an occasion.  Rise to it.” He’s conveying a big picture life lesson – don’t let fear and apprehension keep you from living. Rising to the occasion is also something Read more

Thanks for Reading - 8/1/23


My company, Customer Service Solutions, Inc., just celebrated our 25th Anniversary!  We love the work we do for our clients, and we definitely love our clients.  We’ve developed many friendships over the years, and we’ve tried to provide consistently high quality and personal support for whatever may be their Read more

Share the Why to Value the Customer - 7/25/23


We encourage our clients to explain “The Why behind the What” to the customer.  Usually we suggest that staff explain Why so that the customer understands the reason for a change or can buy-in to a particular solution. However, explaining the Why is also effective when you’re doing some very Read more

Navigate their New Experience - 7/18/23


Everything is changing for customers.  How they buy products and services…how they get customer service…where they get information from, and who provides the information. So, confusion and frustration can ensue.  Let’s help customers navigate our new world, our new systems and processes.  It’s about Empathy and Expectations; it’s about Input Read more

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Speed the Transformation of Your Customer’s Experience

Posted on December 17, 2013 in Business Advice, Education Please leave a comment

I’m constantly flummoxed by executives who feel that the only good idea is a new idea, the only means to success is through their own innate creativity. A COO once told me that trying to create simplicity in operations for staff (so they could more consistently deliver a great experience to their customers) wasn’t challenging enough.

The best executives need to realize that there’s a multitude of great examples of customer service cultures and wonderful customer experiences in other businesses, other industries. And there’s no shame in learning from others to speed the transformation of an organization.

In the article City School District taking lesson from Wegmans, the Rochester School District announced that it was going to train staff on many of the same customer service principles and techniques that Wegmans Grocery Stores (with a reputation for great customer service) utilize. This includes quick issue resolution and fostering a WWWD (“What would Wegmans do?”) mindset.

The point is not to say that we all need to look to our local grocer for customer service tips. Rather, in Education or other industries (local government, healthcare, etc.) that are not always known for a great customer experience, sometimes it’s better not to look at industry peers. It’s best to look to those who have the reputation for being the best in a particular aspect of business. Think Zappos for culture, Chick-fil-A for consistent customer service in a transactional environment, or Amazon for personalization in a high tech/high volume world.

Speed the transformation of your customer’s experience by benchmarking with best-in-class performers OUTSIDE your industry.

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