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Energy v. Apathy - 4/22/25


I asked a couple friends who are much more scientifically-oriented the question: What is energy?  I didn’t mean E=MC2.  I meant physiologically, what is energy? They described a lot of things that sounded really good, yet far too advanced for my non-medical mind. Part of the reason why energy is of Read more

Prep Enough to Personalize - 4/15/25


Everybody loves Howie.  He is an account rep for the local air conditioning and heating company.  When I say Everybody loves Howie, I’m definitely talking about the customers.  His co-workers love him too, but customers are especially fond of him.  They seem to really enjoy their conversations with him, Read more

Get Your Customers to Brag, Not Bolt - 4/8/25


Here are two customer retention concepts that we discuss with some sports clients: BIRG and CORF.  BIRG is Basking In Reflected Glory.  CORF is Cutting Off Reflected Failure. You want BIRG.  You want the customers feeling so good about your organization that they want to be a part of your Read more

Narrow Your Focus to Seek Excellence - 4/1/25


You’ve probably heard companies use phrases such as: “We want to go from being good to great.”  Maybe they’ve said: “We strive for perfection, and although we’ll never reach perfection, maybe we can achieve excellence along the way.” These organizations find some kind of a catch phrase or slogan, but Read more

Avoid the Unfriendly Ghost - 3/25/25


Last week we talked about the qualities of “PERKI Customer Service,” essentially what attitudes and actions are characteristics of those who provide great customer service.  This week, let’s take the opposite approach.  What are some of the mistakes that people make?  Maybe these are mistakes of omission or commission; Read more

PERKI Customer Service - 3/18/25


After having worked on hundreds of projects over the years with thousands of thousands of individuals, some things become pretty clear. There are certain traits held by people who are great in customer service.  Look at this list, and do a self-assessment.  Which apply to you? Positive and Patient Do you Read more

It Helps to Downshift - 3/11/25


One of the first tips I heard when I was learning how to drive related to what to do when the brakes fail - downshift.  Shifting into a lower gear can slow down a moving vehicle.  I would explain this in technical terms to you, but considering I’m not Read more

Patience is… - 3/4/25


Patience is a…pain in the neck.  Why is it so hard to be patient?  Those of us who work in customer service know that we constantly have to show patience with our customers.  We’re ready to move to the next step or the solution because we’ve heard this issue Read more

Everybody Doesn’t - 2/25/25


Joey received the compliment, but he was confused.  Paula, his boss, and Joey had their monthly one-on-one meeting, and Paula noted that, although he was new, Joey was already doing a great job!  While there were learning curves on some of the organizational policies and the technology that he Read more

A Simple Phrase to Transform Your Customer Feedback Approach - 2/18/25


I went to a restaurant called Big Ed’s (no relation) in Raleigh, NC recently.  It’s basically country cooking with fantastic breakfast options!  On the menu there was a quote that said: If you enjoyed your meal, tell a friend.  If not, please tell us. That was an excellent statement that embodies Read more

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From Employees to Teammates: The Shift – 6/11/24

Posted on June 11, 2024 in Customer Service Tip of the Week Please leave a comment

Be a great teammate. Be a good team player. We’re all part of the team. We’re no longer employees, we’re team members!

The phrase “Team” is used in describing co-workers so much more than it was used years ago.  Then, we would be talking about employees, talking about staff, talking about divisions or departments or agencies.

But today, we’re all asked to be part of a team.  But what does that really mean, particularly in customer service?

Attitude and Empathy:  Much of what goes into being a good teammate relates to the attitude that you bring. You’re part of a group dynamic with the others on your team.  Try to convey an attitude of positivity rather than negativity or apathy.  Talk about what you get to do as opposed to what you have to do.  Consider the impact of your role or responsibilities on teammates by understanding their roles and responsibilities, their priorities.  Bring empathy to your team.

Communication and Collaboration:  Convey what you know, not hiding information to garner power.  Work with others, not purely working in silos.  Most issues in work – and to some extent in life – boil down to communication.  And it’s easier to work toward a common goal if you communicate well and collaborate.

Actions and Accountability:  With 11 players on a football field, a pro football coach often talks about how his players need to “do their 1/11th.”  He means two things by this; first, don’t expect others to do your work for you.  Make sure you’re pulling your weight.  Second, try to get your job done before you wade too much into the waters of others’ responsibilities.  If we try to do others’ jobs without trusting them to do theirs, there’s always a chance we don’t do ours well, and we could also alienate those teammates.  Accountability?  When you mess up, acknowledge, apologize, learn from it, and move on.  We’re better teammates if we complement our responsibilities with our accountability.

Intentionally shift from employee to teammate.

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From Team-up to Partner – 4/21/20

Posted on April 21, 2020 in Customer Service Tip of the Week Please leave a comment

The phrase used to be “Team-up.”  Company A and Company B are going to Team-up to address this big consumer need.

Now the term is “Partner.”  Organization A and Organization B are going to partner together to seek a resolution to this community issue.

Both of these phrases essentially deal with different organizations working together with a common goal.  But even within the same organization, the ultimate organizational success usually requires people from different areas or with different functions to “Team-up.”

So, what do you do when you’re asked to Team-up with someone else at your own company?

To Team-up effectively, here are 3 quick suggestions:

  • Help Others – When you see a co-worker with a need (figuring out some video conferencing app, understanding how to interpret a policy, or dealing with a difficult customer situation), stop what you’re doing and offer to help. Don’t simply bypass someone in need.
  • Know Your Role – Understand how your job, your skills and expertise, and your experience fit in the greater organization. Know how your actions and decisions affect others; often, what you say or the work you produce (your “Output”) is the Input for a co-worker.
  • Collaborate with Others – Be willing to meet with and work together in formulating plans, dealing with issues, and delivering services. Support what’s best for the whole group, even if it may not be your first choice.  Encourage your co-workers and give them positive reinforcement.

Before you Team-up with others, take a moment to truly understand what is expected of you. Seek opportunities to help, understand how you affect others, and work with others as a good teammate toward a collective goal.

Team-up.

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Be Generous to a Fault – 8/20/19

Posted on August 20, 2019 in Customer Service Tip of the Week Please leave a comment

People who think they’re generous to a fault usually think that’s their only fault – American Journalist Sydney Harris.

This quote reminds me of someone who views themselves as a giver – someone who is so humble that he likes to humbly tell everyone of the gifts he’s given, good deeds he’s done, and, of course, his humility.

I give, give, give, never take – Radio personalities John Boy and Billy being facetious.

It’s a great thing to SINCERELY give to others, especially in the world of customer service, but it’s also good to be a giver with co-workers. It’s not only about your team winning, but it’s about your being a winning member of a team.

Generosity gives assistance rather than advice – French writer Vauvenargues.

Now we get to the meat of what giving and generosity mean, particularly in the workplace. If you want to be a great team member, be a giver. Be generous. But to do so, there are 2 key things to understand.

First, what are your gifts and resources – that which you have to give? Think about your experiences, who you know, what you know, your skills, your personal qualities, that inventory of abilities that are above the average. What is your level of compassion and caring, your energy and passion, your will to do a great job or to help others? Before you can give a gift, lose the humility for a few minutes, and write down the answers to these questions. Create a personal inventory of your own gifts.

Second, understand that generosity is more than advice – it’s assistance. There’s a difference between telling someone what they should do (or – worse yet – should have done) and actually assisting the other person. What experience or resource can you pull from to help them help themselves? What clear direction can you point them in for them to take? What way of communicating can you use to impart your true desire to help them? How can you go beyond “should-ing” on people or simply stating a fact (“That won’t work”) to being helpful…to assisting?

Be a member of a winning team by being a winning member of your team – be generous.

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