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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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Take a Football Approach to Changing Corporate Culture

Posted on December 15, 2011 in Business Advice, Sports Please leave a comment

As the NFL regular season draws to a close over the next 3 weeks, it’s a good time to get in some football analogies – particularly analogies that relate to business. Many coaches attempt to create a team culture, believing that how they work, communicate, relate, and interact on an ongoing basis impacts their on-the-field success.

We agree.

Consider these keys to creating your own corporate culture just like a successful football coach.

Target the Super Bowl

· If a healthy culture is defined as having everyone on the same page, going in the same direction. You have to define the “direction.” Leaders need to set long-term goals for the organization – a Vision of what it wants to achieve or what it wants to become. To most professional football teams, it’s the Super Bowl. Create that Vision.

Score More than the Other Guys

· Understand that getting to the Super Bowl (your Vision) requires you to accomplish certain milestones along the way. Know those milestones, those nearer-term goals for your organization. To an NFL team, they cannot get to the Super Bowl without winning games, and winning is defined simply as scoring more than your opponent. Define your organization’s milestones.

Know Who to Block

· Make sure everybody understands their individual roles. Lack of clarity for an Offensive Lineman can cause his quarterback to be sacked. Lack of clarity for a customer support person can cause an organization to lose a customer. Be clear with everyone on their individual role.

Huddle Like a Football Team

· Teams huddle to call out the play. When do you get all your individuals (or individual departments) together to discuss how you’re going to work on the next project or initiative? Everybody needs to know how their role will fit into the team picture, and they need to know the roles of others around them. Huddle with co-workers.

Get First Downs on the Way to Scores

· Don’t always through the long-bomb. Winning a game involves about 150 plays. If you keep moving forward on offense 10 yards at a time, you’ll keep progressing toward the goal line. Don’t feel like you have to do it all at once. Have a plan. Work the plan. Celebrate each first down, celebrate more on scores, and celebrate like crazy when you win.

With the right Vision, understanding of near terms goals, clarity of roles, communication, teamwork, and great execution, maybe your last celebration will be your Super Bowl!

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/


NASCAR Lessons…and Beyond – Engaging Fans with Social Media

Posted on December 8, 2011 in Business Advice, Sports Please leave a comment

Let’s learn a little fan engagement lesson from NASCAR. In the Bleacher Report article NASCAR Drivers, Wives and Twitter: Is NASCAR the Most Active Sport on Twitter?, the writer notes about the relatively extensive level of access that NASCAR fans have to drivers – in everything from pit road access to autograph signings to the use of Twitter.

We’ve done enough research with our pro sports clients to know that a certain percentage of season ticket holders (STHs) have a strong desire for that engagement with or proximity to the athletes. But why do they want it? That’s a question to ask.

You can’t setup too many 1-on-1 dinners with your Dwight Howard and one of your season ticket holders. You can’t setup too many Putt-Putt competition between one of your long-term STHs and your Jason Verlander. You can’t have your Aaron Rodgers sit-in on too many STH book clubs.

So back to the question – why do STHs want access? If you can understand the STH’s goal, maybe there are some alternatives you can suggest.

To many STHs, the “why” is about the experience, it’s about relationship, it’s about feeling like you’re in-the-know or part of something special.

Social media can help with this. It’s not the direct 1-on-1 relationship they might desire, but it’s much more of a direct interaction than a fan reading a journalist’s article or a marketing e-mail from the team. So, use social media to accomplish at least two relationship-building objectives.

First, provide more direct/personal insights from your players and executives. Getting to know these individuals as being more “real” helps to foster relationship-building. That’s why the husband/wife aspect of the NASCAR Twitter approach has such great appeal.

Second, use Social Media to track key STHs, monitoring what is going on in their world, their lives. You can use this to identify ways to be proactive with them, sending them a congratulatory note to strengthen the relationship (if they changed jobs) or asking a question to enhance your STH-intelligence (if they mention they’ve moved) or sharing an offer to increase sales (if they say they have friends coming into town during a time where there’s a home game).

Use Social Media to build STH relationships by letting them into your world and by learning a little more about theirs.

Listen to our latest podcast 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/


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/


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