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Is Their Poor Planning Your Emergency? - 12/17/24


Have you ever heard the saying:  Your poor planning is not my emergency. I’ve heard it said often – not necessarily directly from one person to another.  More typical is that I hear it from the person having to drop everything and do something immediately because someone else didn’t think Read more

Empathy Examples for Everyday Situations - 12/10/24


I’ve often said that empathy is the single most important characteristic of people who are great at customer service.  If empathy is essentially “to understand the other person,” it helps so much to have that ability in order to specifically help someone.  To talk to what’s unique about them.  Read more

Tell Them Why You’re Giving Thanks - 12/3/24


Thank you! Merci! Danke! Doumo! Gracias! It seems like every language has a translation of Thank You.  Even though I only fluently speak English and speak Spanish, un poco, I – and probably most of you – have heard some or all of the translations of "Thank You” noted above.  Read more

Refine Your Decision-making Process - 11/26/24


Every day, you make decisions of what to do and what not to do.  And in the world of customer service, often the affected parties are our customers, our co-workers, and our company.  Here are a few quotes to consider when you’re thinking about evaluating and refining your decision-making Read more

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

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Don’t Carry the Baggage – 11/15/16

Posted on November 15, 2016 in Customer Service Tip of the Week Please leave a comment


It’s so easy to react in a certain way, and it’s so natural.

There’s a customer coming toward you – oh no, not THAT customer! Complain, complain, complain.

Fred – your co-worker from Sales – wants to meet with you – ugh. That will take 3 hours, you’ll get in 2 words, and you’ll have 17 To Do’s afterward – without a Thank You!

These are our feelings when we see certain people or know we’re going to encounter them. This is how we react when we see that name come up on caller ID. These are our thoughts when we think we know what is about to happen.

This is our baggage. These are our preconceived negative notions that we take into conversations because we’ve had bad experiences in the past or have heard negative things about an individual.

The problem with carrying this baggage with us into these interactions is that it can cause us to carry a negative attitude – seeking that which bugs us and focusing on what might go wrong. It can become a self-fulfilling prophecy.

You have a good chance of having the interaction you expect. So expect the conversation will go well. Expect success.

Sure, you only have control over half the conversation – what you say and how well you listen. You have no control over what they say or how well they listen – but control your half with good intention. Control your half with openness. Control your half with a positive attitude. Control your half with professionalism. Control your half with a vision of success.

I know that certain people you have to deal with at work elicit negative reactions. But don’t let that initial reaction taint your approach in your response.

Don’t Carry the Baggage.

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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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