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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

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24


We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

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Social Customer Service, and Customer Expectations

Posted on January 12, 2012 in Business Advice, World of Customer Service Please leave a comment

In the article 20 minutes is too long for Twitter Customer Service, Michael Pace notes that the “@HyattConcierge Twitter response time goal (service level) is 20 minutes.” He then talks about whether that is the right goal – particularly from the customer’s perspective. Mr. Pace offers several standards based on the type of social media that customers are utilizing – interesting data, so check out the article.

So this begs several questions for your business – whether or not you’re in the Twitter world. What expectations do you have for the timeliness of responsiveness to customers? How do your organization’s expectations match up with the customer’s expectations? How do you find out your customer’s expectations? How do you share your organization’s expectations with your employees? How do you address your processes and systems to help employees meet those expectations? How do you measure expectations vs. reality? Finally, how do you communicate those expectations to customers so their expectations are more realistic?

This is a lot about expectations, but remember that studies have shown that 40% of customer dissatisfaction is because the company didn’t meet customer expectations. Maybe they overpromised, or they just didn’t do the bare minimum of what a customer would expect.

So get with the customer service and marketing leaders at your business, and talk about customer expectations. What is realistic? How do we communicate realism in a positive manner? What needs to be improved? How do we improve? How do we become GREAT?

There’s a lot that businesses try to do every day to improve customer service – but those efforts need to include a clear focus and strategy around setting, meeting, and striving to exceed customer expectations.

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

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

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


NASCAR Lessons…and Beyond – Engaging Fans with Social Media

Posted on December 8, 2011 in Business Advice, Sports Please leave a comment

Let’s learn a little fan engagement lesson from NASCAR. In the Bleacher Report article NASCAR Drivers, Wives and Twitter: Is NASCAR the Most Active Sport on Twitter?, the writer notes about the relatively extensive level of access that NASCAR fans have to drivers – in everything from pit road access to autograph signings to the use of Twitter.

We’ve done enough research with our pro sports clients to know that a certain percentage of season ticket holders (STHs) have a strong desire for that engagement with or proximity to the athletes. But why do they want it? That’s a question to ask.

You can’t setup too many 1-on-1 dinners with your Dwight Howard and one of your season ticket holders. You can’t setup too many Putt-Putt competition between one of your long-term STHs and your Jason Verlander. You can’t have your Aaron Rodgers sit-in on too many STH book clubs.

So back to the question – why do STHs want access? If you can understand the STH’s goal, maybe there are some alternatives you can suggest.

To many STHs, the “why” is about the experience, it’s about relationship, it’s about feeling like you’re in-the-know or part of something special.

Social media can help with this. It’s not the direct 1-on-1 relationship they might desire, but it’s much more of a direct interaction than a fan reading a journalist’s article or a marketing e-mail from the team. So, use social media to accomplish at least two relationship-building objectives.

First, provide more direct/personal insights from your players and executives. Getting to know these individuals as being more “real” helps to foster relationship-building. That’s why the husband/wife aspect of the NASCAR Twitter approach has such great appeal.

Second, use Social Media to track key STHs, monitoring what is going on in their world, their lives. You can use this to identify ways to be proactive with them, sending them a congratulatory note to strengthen the relationship (if they changed jobs) or asking a question to enhance your STH-intelligence (if they mention they’ve moved) or sharing an offer to increase sales (if they say they have friends coming into town during a time where there’s a home game).

Use Social Media to build STH relationships by letting them into your world and by learning a little more about theirs.

Listen to our latest podcast 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/


Before Getting into Social Media Customer Service, Do This

Posted on November 1, 2011 in Business Advice, World of Customer Service Please leave a comment

Why Social Media Customer Service? Because if you’re not in it, you’ll be left behind…no, that’s not credible. Because everybody wants their customer service through Twitter or Facebook…uh…no they don’t. Because in this day and age, all your customers are constantly in Social Media…well, not really.

In your personal life, I sure hope you don’t do things for the sake of doing them. You don’t quit your job to create a startup just because all your buddies are doing so. You don’t drop out of college because Gates and Jobs did so. You don’t skydive without a parachute because someone told you what “an awesome rush” it is.

When you do something significant in life or in business, do it with a purpose.

Getting into Social Media Customer Service is no different. Companies who are investing in consulting, resources, and technology to get into Social Media Customer Service typically do it for several reasons including (1) To protect their brand, (2) To reduce cost/unit of providing customer service, (3) To be more responsive, (4) To meet their Social Media-savvy customers where they’re located and/or where they’ve purchased, (5) To improve retention and sales.

You have to have a reason to enter Social Media Customer Service, because the people, process, technology, and cultural costs will be expended upfront before the benefits are realized down the road.

One aspect of Social Media Customer Service that everyone should agree on is this – get your current customer service processes, policy, and training in place and effective before you migrate them to Social Media. If your back office support functions are slow and of poor quality, Social Media will just speed up how quickly the customer realizes those shortcomings. If your people are poorly trained, Social Media creates more real-time interactions where that training is less masked by slower Q&A processes. If your policies are unclear, Social Media will facilitate the spread of misinformation more quickly.

Before diving into Social Media Customer Service, get your current customer service house in order.

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

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

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


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