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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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Teamwork Spurs a Title

Posted on June 26, 2014 in Business Advice, Sports Please leave a comment

Blog 6-25-14Basketball can be a beautiful game. While dunks are great shows of physical force, it’s the constant movement of the ball ending with a slash to the basket, a 3-pointer from the corner, or – yes – a vicious dunk that make it beautiful.

The San Antonio Spurs won their 5th championship last week in 15 years, but it wasn’t just a tribute to the longevity of their star players. It was also a tribute to teamwork; it was meshing of young talent and an “over-the-hill” 38 year old. It was about a coach who would yell at you one minute for using poor technique in guarding a shooter and then encourage you the next. It was about that leader showing what Vince Lombardi called “football love” – love of a teammate or a player even if you don’t love the action. Working together for the good of the whole, even if that means that statistics of the individual may suffer.

How does this relate to customer service? Well it relates to the culture of an organization, and to sustain great customer service, it’s not about hiring a few key individuals and hoping they overcome the shortcomings of others or overcome bad leadership or overcome poor processes.

Service EXCELLENCE requires having a culture that fosters teamwork for the good of the organization and the customer. Great customer service requires everyone to understand how they impact the success of co-workers and to work to make those fellow employees successful.

The Spurs story for this season, in particular, was one of selflessness and continuous movement – players working in concert on offense and defense – trusting the system and the leaders. It was a beautiful thing to watch – and it was successful, setting records for point differential in a playoffs and in a finals.

Does your company truly want to have great customer service? If so, keep the information moving. Work together toward a common goal. Make the team win more important than the individual accolades. Have leadership that can teach, redirect, reinforce, and reward. Do what you do for each other and the customer, and your personal success and rewards will follow.

Learn a few Spurs lessons in Teamwork.

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