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Highlight the Hidden Value - 7/1/25


Marketing campaigns often highlight a particular product and ALL the features and extras that the customer will receive… “For 3 low, low payments of only $39.99, you not only get these world-renowned chef knives, but you can also get this free laser-etched spatula!  AND THAT’S NOT ALL!  We will also Read more

Don’t Harp on the Customer’s Mistake - 6/24/25


Seth’s daughter, Sarah, had missed some swim classes, and Seth remembered that the aquatics center had several make-up classes available late in the summer.  So Seth pulled up the class schedule on his phone, found one that worked on his and Sarah’s schedules, and planned to attend a session Read more

Create Customers for Life - 6/17/25


Veronica has gone to the same automotive service shop for at least 20 years.  She bought a new car about a year ago, and this is the third car she’s brought to the shop instead of taking her car to the dealer where she bought it.  She’s had three Read more

Don’t Turn the Customer into the QA Department - 6/10/25


Roberta received a form with information filled in by the company after her conversation with the account rep.  Roberta just needed to review the information, fill in some of the blanks, sign it, and resend it in order to set up a new account. She noticed that the effective date Read more

Imitate to Improve - 6/3/25


Oscar Wilde said that “Imitation is the sincerest form of flattery.”  Now this doesn’t mean that plagiarism is the sincerest form of flattery.  Nor does it mean that great impersonators such as Rich Little, Dana Carvey, or Frank Caliendo are always offering flattering portrayals of those that they imitate. Wilde’s Read more

How the Customer Perceives a Truth as a Lie - 5/27/25


You’re the customer, you’re asking about an unused item that you’re returning, and you hear the employee say: “The refund process takes 7-10 days.”  You’re thinking: “Great!  I can get the refund check as early as a week from today!”  The reality is that the company means that they’ll Read more

Tell Customers What’s Next - 5/20/25


In most businesses that have been around for a while, how a process was originally designed is not how it currently operates.  Sometimes this change is referred to as “practical drift,” where the actual process moves further and further away from the documented steps over time.  Maybe the changes Read more

Questions to Guide You to Empathy - 5/13/25


“If I was him, I would do ABC…” If you’ve ever heard somebody say this - whether it’s a friend or acquaintance, whether it’s some TV reporter or podcaster - you may get as frustrated or as annoyed as I do. I get annoyed because we are not that other person. Read more

Negate the Nervousness - 5/6/25


The customer needed a loan, so he walked into the bank, but he was a little nervous.  He knew that launching his business would be easier if he had some working capital, but that’s about all he knew.  He was anxious because he didn’t know what to expect in Read more

Don’t Rush to Resolve Quickly - 4/29/25


The customer is angry, so you use the CSS LEAD technique as designed.  You, listen, empathize, accept responsibility, and deliver on a remedy.  But it doesn’t work.  The customer is still upset, and maybe even a little more frustrated than when you started…why?! If the use of this technique fails, Read more

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Of Panthers, Bratwurst, and a Greater Purpose – 10/14/14 TOW

Posted on October 14, 2014 in Customer Service Tip of the Week Please leave a comment


I’m fortunate to be a season ticket holder of the Carolina Panthers NFL football team. At most games, I grab something to eat in the concourse before I go up to my seat, and the dynamics of the interactions with the staff at the food booths are usually VERY positive. Let me paint a picture…

First, I let my stomach guide me to the right booth (Will it be nachos, a burger, or bratwurst? Decisions, decisions…). Once I select the location – which typically has about 4-5 windows and lines of fans waiting to order, I choose the line, and begin slowly moving toward the front, taking baby steps after each customer is served – nothing special about the experience at this point.

But then it happens – a true customer service 21st century miracle! Are you ready? I get great customer service from (Are you REALLY ready?) people who are paid…NOTHING!

At almost every booth at every game, the booths are manned by volunteers. You can tell by their hats that they’re supporting a local high school marching band or a dance academy or some other organization. The “employees” are volunteers, but the organization gets a piece of the sales revenue.

When you encounter these volunteers, they ask you what you’d like, and they lean in to make sure they heard it correctly. These cashiers relay it to the co-workers to ensure they get the order passed on; the cashiers are always smiling, confirming your order. They’re joking with co-workers. There’s positivity EVERYWHERE!

They like their co-workers and care deeply about getting things right. “Now you wanted chili, is that right, sir?” or “Would you like extra jalapenos – no charge?” or “Was that a diet or regular?” or “Thanks much for coming! The condiments are in that silver station behind you. Enjoy the game!”

You might read this and ask “What’s impressive about this experience?”

These are people working for hours and hours in a tough industry – food services. They are not well-trained, they are on their feet for 4-5 hours at a time, and they’re dealing with sports fans – many of which are getting increasingly intoxicated as the game progresses.

Yet, the volunteers are positive. They convey appreciation. They work as a team with their co-workers. They listen, they confirm, then they get the order right…all without personally earning a dime.

So why are they so good? Because they know the greater purpose in what they do – supporting their kids and the activities their kids love. They know the benefits of their work and who benefits. They and their co-workers have the same goal. They WANT to do a good job for you…and for their kids.

To create a great customer experience, learn from these food service volunteers. Find the greater purpose in what you do.

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Link and the $5 Mistake – 5/27/14 TOW

Posted on May 27, 2014 in Customer Service Tip of the Week Please leave a comment


It was Link’s first job – working in the retail shop – and he enjoyed it immensely. He was learning how a business runs, the importance of the customer to a company’s success, and his role in creating that success. He had these big picture lessons he was learning, even though his pay was minimum wage, and he basically did grunt work and occasionally ran the register.

He was one of those people in a small role, but you could see big things ahead for him.

One day, he was given the responsibility for closing the store and closing out the register. This was many years ago, so there was no credit card machine, and no computer system – it was all manual.

And as Link started shutting things down, he did a quick reconciliation between the cash in the drawer and the register tape. It was off by $5. And then it hit him; he had calculated the change wrong on the last customer of the day, and he gave Ms. Isaacs $5 change when it should have been $10. She was buying some supplies for an out of town trip, so Link knew she’d be gone for a while.

With no car to drive and no phone to call from (this is not that recent a story), he started walking. Block after block, mile after mile toward her house. When he arrived, he apologized to Ms. Isaacs, gave her the additional change, turned, and began the long walk home.

In case it’s not obvious, this is a slight twist on the Abe Lincoln story. But it goes to show that he wasn’t just a great President; he was also great at customer service. He enjoyed the job, looked at it as a learning experience, performed well regardless of the role, and enjoyed engaging his customers. He wasn’t perfect, but he resolved issues quickly, he didn’t make excuses, and he – literally – went the extra mile for his customers.

Abe wasn’t just “Honest.” He was also a really good customer service rep.


Steve Wynn and Caring About the Customer – 5/20/14 TOW

Posted on May 20, 2014 in Customer Service Tip of the Week Please leave a comment


Steve Wynn, the Las Vegas casino mogul, was talking to his staff about the keys to transforming his culture. No, he wasn’t discussing gambling, upcoming ventures, or new revenue ideas.

He talked about getting every employee to feel good about the good they do for customers.

“If you make someone feel good about themselves, they will love you for it,” Wynn said. “Forget the crystal chandeliers, the hand woven carpet, and the marble. It means nothing. All of a sudden you’re engaged with someone who cares about you.”

He uses the example of a couple who had left their medicine (including diabetes meds) at their home five hours away, and Wynn notes the bellman who drove to the couple’s home to pick up the medicine from their housekeeper. He mentions the card dealer going on break who noticed two customers looking confused. The dealer engaged the customers, asked if they needed help, and then walked them to the conference room they were looking for which was located about five minutes away.

But then Wynn talked about how the organization uses existing shift change meetings that happen all throughout his hotels – in housekeeping, the kitchen, the front desk, and the casinos – as a place where supervisors ask for these success stories and use the stories to immediately recognize staff via their intranet and break room postings.

Wynn focused on transforming the organization by going to the heart of the organization – its customers and employees. He prioritized making customers feel special, and then making those employees feel special for what they did to serve customers.

Whether your organization has the glitz of a casino or not, ensure that every customer walks away knowing that you care about them. Encourage employees to make customers feel appreciated, and then appreciate your staff for doing it.

“If you make someone feel good about themselves (customer or employee), they will love you for it.”


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