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Refresh on the Reasons to Appreciate the Customer - 11/25/25


This is a great time of year to give thanks, not just because it’s Thanksgiving week in the United States, but also because – with 2025 coming to a close - it gives us the opportunity to do some reflecting on the recent past. The idea of reflecting on reasons Read more

Confirm the Customer is Cleared for Takeoff - 11/18/25


An airplane pilot is told when they’re “cleared for takeoff” before they begin to accelerate down the runway.  The air traffic controller (ATC) has looked at everything in front of the pilot, on the runway and in the air space, and checked to ensure the pilot is good to Read more

Build Relationships with First-timers - 11/11/25


We’ve worked with one of our sports clients for over 10 years, and although the main focus of our work is research with their fan base, we also provide informal consulting advice and guidance whenever possible.  One approach we’ve talked about on and off for years is the need Read more

Last Impression Faux Pas - 11/4/25


Rightfully so, many customer service experts harp on the importance of the first impression.  It happens quickly, and it can impact the individual’s perception of you and the organization.  We even wrote a Tip of the Week on this years ago called First Impression Faux Pas. What many people tend Read more

Familying with Customers - 10/28/25


In our transactional society, it’s hard to think about customers in the long-term.  But if we want to be as successful as we can as an individual or as a business, we need to view customers through a relationship lens. What do we need to know about them to Read more

Avoid These Techniques - 10/21/25


We had a Customer Service Tip of the Week recently that addressed gaining control of the conversation.  One of the key points was that the focus should be on gaining control of conversations in various circumstances, but trying to avoid making it your goal to gain control of the Read more

View Quality through the Customer’s Eyes - 10/14/25


Geri had been dealing with backups in the downstairs plumbing system of her house on and off for the past year.  The most recent company that she called in to unclog the pipes stated that they could send a camera down the pipes and tell her exactly where the Read more

Be Supportive, Not Defensive - 10/7/25


[An employee on the phone with a customer…] Who told you that you didn’t have to submit that form? … Bob?  Oh brother!  You see Bob is our “special” co-worker.  He seems to always tell customers the wrong thing to do, and we’re having to clean up after him.  Read more

Some Customers LOVE Predictability - 9/30/25


I was facilitating focus groups of businesses that utilize local government services.  The phrase that popped up multiple times was “Time Is Money!”  What these municipal customers were conveying was that their time was valuable, and delays were wasting their time.  But the conversations were not just about how Read more

Find Your Special Sauce - 9/23/25


When I watch a football game and I see a great quarterback (somebody who may be considered a “Star”), he might be an excellent runner, have a big arm, be able to diagnose the defense and get his team into the right play.  But he’s likely not great at Read more

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A Story of Above and Beyond, Olives, Ellies, and Giant Babies – 9/20/16

Posted on September 20, 2016 in Customer Service Tip of the Week Please leave a comment


A giant baby store – let me rephrase – a baby store that’s huge (like a big box retailer, not a store for giant babies) can be intimidating for first-timers. So much merchandise, so many options, so much selection – all to care for an 8-pound little human.

These stores can also be intimidating for those who are very experienced with babies – although the most recent personal experience was decades ago. To whom am I referring? Yes, grandmothers.

Ellie is such a person – a wonderful grandmother who was invited to a neighbor’s baby shower, which meant a visit to the dreaded baby superstore. When Ellie entered, she thought she knew what she wanted, but she was overwhelmed with the store size and selection. Standing there in the cavernous confines of the store – looking around, partly amazed and partly bewildered, Ellie was greeted by Olive – an employee.

Olive asked Ellie if she could help, and Ellie described the first item she needed; then Olive walked with Ellie to the other side of the store and found the gift. Olive asked if Ellie needed anything else. There was one more item, and that resulted in a trek to a different part of the store.

Then Olive walked Ellie to the front to check-out, and as they reached the cashiers, Ellie noticed a table with giftwrap. Ellie asked what the table was for, and Olive noted that customers are welcome to wrap their gifts for free after purchase.

“Wow! That’s a great idea. Since you did such a good job of helping me with everything else,” Ellie said, “maybe you could wrap for me, too!” Ellie and Olive laughed, Ellie said thanks for the help, and she paid for her items.

As Ellie got her items together to leave the store, Olive showed up, greeted Ellie, and said “I’ll be happy to wrap those for you!”

“Oh no. That’s not necessary,” Ellie replied. “I was just joking.”

“But it was a great idea – I’m happy to help,” Olive finished.

So Olive wrapped the gifts, Ellie went on her way, and there was a story set to be retold numerous times.

Service Excellence is often about treating people special. Treat a customer special by doing for them that which they could do for themselves.

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Where Do You Hang Your Customer Service Hat? – 8/30/16

Posted on August 30, 2016 in Customer Service Tip of the Week Please leave a comment


When I work with Billy (one of our tech team members) on a survey, he is ultra responsive to e-mails, replying quickly, answering my questions, and providing guidance.

Karen is a joy to work with on project. She’s very organized, exceptional at planning, and before I ask for a status or request an update, she sends it to me – as if she’s reading my mind.

Robin juggles many balls as the office manager. She’s got billing, staff supervision, issues with office equipment, and other activities to address on a daily basis. But when she’s talking to a tenant, it’s as if she has only one job – making that individual feel like the most important person in the world.

When I talk with Mary Elizabeth and share a potential partnering opportunity, she’s very excited – for ME! To her, it’s about what she can do to help me, not what she can get out of it.

Chess is always trying to make things better. When he asks a question, comes up with an idea, or makes a suggestion, it’s always done to improve the service to his clients, develop his staff, or support me in some way.

These are my quick perspectives on five individuals I work with all the time. Some are partners, some are customers, and in some cases – I’m the customer. But regardless of what the main relationship is, at some point I’m serving them or they’re serving me. It’s an ongoing customer service mindset they have regardless of whom they’re addressing.

The perspectives I have on them are based on my assessment of our interactions – my evaluation of their approach to communicating with and serving others.

What do your clients and co-workers think of you when assessing your service? What’s your personal customer service brand?

Identify where you “hang your hat” in customer service – make it what makes you different/special.

Hone your own customer service brand.

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Less Ego, Better Customer Service – 8/2/16

Posted on August 2, 2016 in Customer Service Tip of the Week 1 Comment


Tonya was a relatively new radiology tech at the hospital. She had been out of training and into her routine for months, and she was very confident. She could get a clear scan (“pretty” is what she calls them), a picture easy for the physician to read.

But this situation was different She couldn’t get clear pictures with the ultrasound, and it was starting to take some time. She kept searching for the right angle, and it just wasn’t working. So Tonya turned to the patient, smiled, and said “I’m going to get another tech to help so we can get this wrapped up for you.”

She left the exam room and came back about a minute later with a co-worker – her supervisor. The supervisor introduced herself to the patient, continued with the scan, and offered advice to Tonya on how to more quickly get the desired scan.

Shortly, the patient left, Tonya had learned some new tips, and the staff were on to the next patient.

Tonya could have kept working on her own, as her ego could have kept her from asking for help. Instead, she had a sense for how the process was going and how it was going to continue. She had a sense of the patient’s patience, but she also didn’t want to abuse that patience with an excessive procedure.

She knew that the best customer experience would involve a quicker completion, so she took the steps needed on the patient’s behalf.

Don’t let ego get in the way of good customer service. Ask for help.

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