unique | Customer Service Solutions, Inc.

Home  /  What “One in a Million” Means – 10/3/23  /  unique

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

Pass the Quick Impression Test - 12/30/25


Some studies have shown that people create an impression of you in less than a second when they first meet you face-to-face.  Other studies have shown that that initial impression can take up to 7 seconds.  Regardless, first impressions are quick.  First impressions are not always the lasting impression, Read more

2025 Holiday Poem - 12/23/25


We hear the word change And that change can be good, But we like things to stay same, And sometimes they should.   The weather can be wet And then dry as a bone. We know things will change, Even if all left alone.   Our customers change. Our co-workers do, too. It seems like our resources Are often too few.   The technology Read more

Make the Long Wait Feel Shorter - 12/16/25


When Greg entered the Tax Office, he was thinking only about two things: (1) How he was going to get the tax value on his home reduced, and (2) Whether the wait would be 1 hour or 2.  He checked in with the navigator who asked a few questions, Read more

•••••

What “One in a Million” Means – 10/3/23

Posted on October 3, 2023 in Customer Service Tip of the Week Please leave a comment

You are One in a Million!

That can mean a lot of different things to a lot of different people.  Depending on the tone in which it’s said, the phrase can be a compliment or a criticism.  If there are 8 billion people in the world, that means there might be 8,000 of you on this earth.

But regardless of how it’s intended, there is one core meaning:  You are unique.

We often talk about customers needing to be viewed as individuals, not as a number.  They need to be considered for what makes them and their situation unique.  But what makes an individual or the situation unique?

If Service Excellence requires that we treat each person as an important and valued individual, let’s talk about what makes that individual in front of you or on the phone with you, that person you’re e-mailing or texting…unique:

  • How long have they worked with your business?
  • How urgent is their need?
  • What is their emotional state?
  • What is their knowledge or experience level in working with your organization or in dealing with situations like this?
  • What is their demographic makeup?
  • Where are they from, and where are they going next?

 
If they’re coming to you about a prior experience:

  • When did their prior experience or issue occur?
  • Who was involved in that prior experience or issue?
  • What caused that prior experience or issue?
  • What is their ultimate goal moving forward?

 
Maybe the individual responses to these questions are not unique, but the sum of all these responses are usually quite unique.  Think of it this way – if you flip a coin, there are only two options, heads and tails.  What’s so unique about that?  But if you flip that coin 20 times, how many different combinations of heads and tails could you have? What do you know, it’s about a million!

To treat someone like one in a million, work to uncover what’s unique.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page