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Confirm the Real Issue Before You Start Solving - 3/10/26


Have you ever gone “down the rabbit hole?”  It involves going deep into some topic, some discussion – with analysis that creates complexity as much as it resolves it.  And that dive into the rabbit hole often starts with a simple question. Going down that rabbit hole takes time and Read more

One Question to Prevent a Follow-up Call - 3/3/26


The way some performance metrics work, you would think companies would prefer for their staff to talk to the same customer 4 times on the same topic for 8 minutes each rather than talking to them once for 10 minutes.  Many management metrics are too focused on average length Read more

Stay Calm When the Customer Isn’t - 2/24/26


There are all sorts of others’ emotions that you have to deal with as a customer service professional.  The other person could be anxious or upset, they could be angry or agitated.  It can run the gamut of emotions, but for you to deal with them in the best Read more

Don’t Begin with the Dead End in Mind - 2/17/26


Habit #2 of Stephen Covey’s “Seven Habits of Highly Successful People” is “Begin with the End in Mind.”  It speaks to the need to have a clear vision or goal for what you’re trying to ultimately achieve, so you understand the purpose of what you’re doing.  It helps you Read more

Explain without Over Explaining - 2/10/26


The customer has a question, and we have an answer.  They need to learn something, and we’re in the position to be the educator.  There’s a process they have to go through, and we need them to understand. We know so much, and we could impart so much, but sometimes Read more

Look for a Stop Sign - 2/3/26


As a customer service professional, what you say matters.  The information you’re providing is useful.  The direction you’re giving the other person is helpful.  But... As you’re speaking, you also need to be reading.  Reading the other person.  Watching the customer, determining whether and how they’re receiving what you’re sharing.  Read more

When They Want the Supervisor - 1/27/26


Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to Read more

Identify Your Point of Empathy - 1/20/26


I was watching a webinar recently on empathy.  The speaker mentioned that empathy - to a large extent - is something that you are born with.  It’s something that’s very difficult to learn.  And while I agree that some people are predisposed to being empathetic and understanding of others Read more

Pressure is a Privilege, but... - 1/13/26


When athletes are asked about the pressure of a playoff match or a late-game situation, many times they will say that “pressure is a privilege.”  In other words, usually pressure exists because you’re in a match that matters most.  It exists because you are a player put in a Read more

While I’ve Got You on the Phone… - 1/6/26


I’m a big planner.  Whether it’s strategic planning or planning out the year or planning my week first thing on a Monday morning, I like to plan.  I do this because it gets all of my action items documented and ensures that I have some understanding of what I Read more

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LOTS of Opportunities to Appreciate Customers – 1/28/20

Posted on January 28, 2020 in Customer Service Tip of the Week Please leave a comment

They give us their money, and we give them merchandise. We say “Thank you!”  That is the old-time stereotypical opportunity for a company to thank their customers.  But there are opportunities all day long for us to convey appreciation to our customers.

Beyond the actual transaction, there are so many situations where we can say thank you to the customer.  And we want to do that often, because without customers, we have no business.  We understand that in the vast majority of the cases, the customer could go elsewhere.  They want to feel valued and appreciated, so we want to find ways to convey that appreciation.

Whether you’re dealing with a request, a complaint, or just the customer’s involvement in some activity, you have an opportunity to appreciate the customer.

Convey appreciation to customers or co-workers for their request:  Thanks for your request.  Thanks for asking!

Convey appreciation for telling you a complaint:  Thanks for bringing that to our attention.  I appreciate your telling us about this issue.

Convey appreciation for their participation:  It’s great that you’ve been a part of this.  I appreciate your time and your engagement in the process.

It is not hard to say thanks, but it is often one of the most forgotten aspects of communication with customers.  They are not a box in our process flow; a customer is an individual that wants to feel valued and appreciated.  So we want to make sure that we are not only appreciating them, but we are telling them so.

There are many opportunities to appreciate the customer throughout the day.  Identify them, and act on them so the customer feels how much you value them and their business.

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Give Thanks Freely and Frequently – 11/22/16

Posted on November 22, 2016 in Customer Service Tip of the Week Please leave a comment


Thank you for being a Tip Subscriber! For the past 17+ years, we’ve provided over 850 Customer Service Tips of the Week, and you’ve shared them with co-workers and others. With this being Thanksgiving Week in the U.S., it’s appropriate to thank you – my Tip “customers.”

And isn’t it almost always an appropriate time to thank your customers? Think on this simple question: When is it appropriate to convey your appreciation for the other person – for their business, their loyalty, their good attitude, their interest, their referral, and their compliments to us when we do something good?

With co-workers, when is it appropriate to convey that you value the other person – for their support on issues, for picking up the slack for you, for making your life easier by keeping your customer happy, and for bringing positivity into the workplace?

It’s important to thank in almost every interaction and on each day because it’s the right thing to do. But it’s important to thank because of what it does for the other person, too.

It fills them up with good about themselves. It encourages them to view you as a source of appreciation and positivity. It helps them to feel valued. It makes them want to do more good, to take more of the right kind of action for you and for others.

Don’t underestimate the power of Thanks. Give it freely and frequently, and you’ll see it returned to you.

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