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Mastering Confidence in Customer Service - 4/30/24


It’s not what you said…it’s how you said it. If you’ve ever had someone say this to you, raise your hand.  (I just raised my hand) Usually this is being said when someone is upset with you, but regardless of the reason, that phrase illustrates that HOW we say something often Read more

Be Amazing - 4/23/24


Watching Michael Jordan steal a pass and then dunk a basketball is amazing.  Taking a rocket to the moon is amazing.  The taste of my mom’s homemade beef soup is amazing. We all have our personal examples of what is amazing.  Usually, it’s something that we cannot comprehend, that we Read more

Talk About Yourself to Build Customer Confidence - 4/16/24


When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help Read more

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

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7 Tips to Help You Retain More Customers and More $$

Posted on October 12, 2011 in Business Advice Please leave a comment

Since the road to financial prosperity for any business is paved with your customer’s dollars, the question is how do you gain more dollars?

The best way to have those prosperity-paving dollars tomorrow is to retain today’s customers. So here are 7 quick tips to retain and grow your business with existing customers:

1) When you make the sale, ask the customer why they bought from you. This allows them to tell you why they’re a customer, and probably why they’d buy again.

2) At least annually, ask the customer why they would continue to buy from you, or ask why they’d leave. This will tell you their retention drivers.

3) Act on the answers to the first two questions.

4) State to your customers what they can expect in terms of their experience with you. Clearly say “you’ll get this…in this timeframe…in this way…from these people…at this level of quality, etc.” Stating expectations for the customer ensures you have a better chance of meeting those expectations.

5) Become great at delivering a reality (with your people, processes, and services) that meet or exceed those expectations.

6) Thank the customer…repeatedly. When they enter your store, when they complete the purchase, and in follow-up communications after the sale. Customers want to feel appreciated.

7) Have specific methods of dealing with customer issues when they arise, and train staff on how to handle the irate customer and apply those methods when a customer is upset. As we’ve said before, when there’s a complaint, speed of resolution is a top priority.

Want to retain more customers and their money? Become great in these 7 facets of customer service.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/


Your Name Matters in Customer Loyalty

Posted on September 14, 2011 in Business Advice Please leave a comment

Results of a recent Zogby463 poll of bank customers showed that “69 percent of respondents said that their customer loyalty is positively affected by tellers recognizing them by name when they walked into a bank.” The poll appears to have been commissioned by a video intelligence company that is trying to sell their technology to help staff identify customers’ names.

While I won’t talk about the technology itself, let’s talk about the finding itself. Over 2/3rd of customers say that their relationship with a bank is positively impacted by their merely being recognized and called by name. WOW! That’s a huge percentage for such a small and easy aspect of the customer experience.

Remember the television show Cheers? The theme song said “You want to go where everyone knows…your name.”

There’s a great truth in that, and that truth has a financial impact.

Many employees are taught to say “Yes, Sir” or “Thank You, Ma’am.” Staff are taught to introduce themselves by providing their name. But how many staff are taught to ask the customer’s name and to use the customer’s name? How many work to remember the customer’s name on their next visit to the store?

Your name matters. By asking your name, using your name, and remembering your name, the employee is conveying that YOU MATTER.

Make sure your company and staff are intentional about learning, using, and remembering your customer’s name. Don’t just assume it’s happening.

Listen to our latest episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


Construct Great Customer Service

Posted on August 24, 2011 in Business Advice, World of Customer Service Please leave a comment

You wouldn’t normally look for customer service articles in a construction magazine, but that’s exactly what we found in ConstructionWeekOnline.com. The article talks about two companies which are revamping their customer service training – for technical staff. This is training targeting engineers, automotive/trucking fleet service technicians, and other staff working on automobiles.

The companies realize that technical training on a trade only addresses part of the employee’s job. If the employee has to interact with customers, they need to have training on how to effectively communicate and serve as well.

This training is done for two reasons according to execs – raise standards and improve customer retention.

So this is an automotive/trucking company investing in training for engineers and mechanics to improve communications, satisfaction, performance, and customer retention. So it’s being done for the dollars, which is absolutely fine.

Training on customer service techniques should not be done out of some feeling of altruism. It should be done because it impacts the customer’s opinions, buying patterns, and referral patterns. In other words, it impacts a company’s bottom line.

The next time you think about how to improve the bottom line, ask yourself “How can I make ALL my staff more effective in front of the customer?”

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


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