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Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

From a Simple Question to an Exceptional Experience - 11/5/24


Phyllis loves her job.  It’s not just because she loves being a customer service representative, not just because she really likes her co-workers, and not just because she enjoys her company.  It’s because she really appreciates her customers, as well. A customer had ordered a register book off the company Read more

Fix One Problem without Creating Another - 10/29/24


If you’ve ever had an issue with your dishwasher, this will sound familiar.  I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue.  Maybe it’s because of the mix of water and technology, but for whatever reason, these never Read more

Delight Your Customers - 10/22/24


Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way Read more

A More Complete Definition of Responsiveness - 10/15/24


I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth - 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or Read more

Have a Game Plan to Address Their Anxiety - 10/8/24


It seems like we all get deliveries - whether it is UPS, USPS, FedEx, Amazon, the local courier, or all the above.  We order.  They deliver.  Or do they? It’s times like these, when we’re expecting that package, that item that we’re looking forward to or need urgently or are Read more

How Persistence Saved the Day - 10/1/24


Sherrie saw the customer walk into her store holding his cell phone, and Sherrie immediately knew that was William.  She had spoken to William on the phone about an hour ago, he said he would be at Sherrie’s cell phone store in less than an hour, and there he Read more

Notice the Little Changes - 9/24/24


“My, how times have changed.” Yes, times have changed.  As a matter of fact, one of the biggest reasons why an organization’s customer service deteriorates is that times have changed…customers have changed…and the company has not… If we think about customer service delivery today v. decades ago, changes in technology alone Read more

Don’t Hurry…Be Quick - 9/17/24


No, this is not a take off on the Bobby McFerrin song:  Don’t Worry Be Happy. It’s actually a take off on the John Wooden quote:  Be quick, but don’t hurry. When I read Wooden’s book with this title, I liked the concept, and not just because John Wooden was a Read more

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A Tale of Two Minutes and Two Employees – 8/20/13 TOW

Posted on August 20, 2013 in Customer Service Tip of the Week Please leave a comment

Needing a water filter for my fridge, I walked into a home improvement store. Now this is a chain that I’ve been in probably over 100 times, but this particular store was new to me – it was on my way home – so out of convenience, I stopped.

As I entered the store, there was an employee (think “Wal-Mart greeter”) about 15 feet ahead of me standing by herself. She didn’t look my way or smile – in other words, the greeter didn’t greet. I didn’t know where to get the filter, so I walked up to her and initiated the conversation. I told her what I needed, and as she was pausing/thinking, I noticed the Appliances section at end of store. “Is it down there?” I asked.

“Yeah, that’s where they are.” She didn’t say anything else, so I thanked her and moved on. Now keep in mind that this is an ENORMOUS store, and the Appliances section had to be a good 4000-5000 square feet, so the search process took a while once I got there.

Now juxtapose that experience to my experience with the cashier. As I walked up, he was smiling with the couple that was ahead of me in line. He greeted me pleasantly, smiled the whole time we talked, took the gift card I was using for the purchase saying “That’s great that you get to use a gift card!” and closed by asking if there was anything else he could do and inviting me to come again.

Despite only being with the two employees a total of about two minutes, one can draw several conclusions:

  • This store doesn’t put much weight on customer service-orientation when hiring; if so, the greeter would not have been hired.
  • The level of customer service is based too much on which employee is helping you as opposed to an organization intentionally trying to create a culture of customer service.
  • Store management is not customer service-focused; if they were, they wouldn’t have put a “greeter” with that demeanor up front.
  • They have not conducted (and/or reinforced) effective customer service training (the greeter wasn’t specific on where I should go in the Appliances section, she didn’t offer to walk me there, she didn’t have positive body language, didn’t open, and didn’t close the conversation).

You can tell a lot about an organization in two minutes with two employees, so compare yourself to co-workers in terms of how you address customers.

Learn from your differences to improve your customer service.

 


What’s Most Important: Culture v. Customer Service…the Zappos Debate

Posted on September 29, 2011 in Business Advice Please leave a comment

At this week’s BoxWorks 2011 conference, Zappos CEO Tony Hsieh stated that if an organization gets its culture right, that everything else – including great customer service will follow. Unfortunately, the conclusion that some in the media world have made is that culture is more important than customer service.

That conclusion is faulty, not because it’s untrue but because it’s comparing apples and oranges. Culture drives business performance. It drives the level of customer service, the quality of the product. It’s not more important than customer service or product quality; it’s a driver of them.

To the customer, product quality and customer service are more important than corporate culture. They couldn’t care less about the culture; they care about how they’re treated and the pricing and quality of the product. Now if the culture drives the product and customer service performance, that’s fine. But the customer couldn’t care less if it does. They’re concerned with what they receive, not what the company did to provide that product in a customer-friendly manner.

Think of this from the flip side. If your company is late in delivering a product, the customer cares that it was late to get to them. They don’t much care what happened internally in your organization to cause it to be late. The customer cares about the outcome.

So let’s avoid the debate of culture v. customer service. That’s irrelevant.

Now if you want to debate what’s most important to the customer – customer service v. product quality – now that’s pretty interesting. If you want to talk about what businesses truly prioritize customer service v. quality v. operational excellence (i.e., Wal-Mart), and then truly create a culture to become GREAT at their priority, then that’s a fun discussion as well.

But don’t argue about culture v. customer service. Argue for the need for both to be great.

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/