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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

4 Actions for the Customer - 9/10/24


One way to look at the difference between proactive and reactive is that proactive is something that’s often done before it absolutely has to be done.  Maybe it’s something done that really doesn’t have to occur, but your professionalism takes over, and some action or communication that you know Read more

Don’t Kick the Problem Down the Road - 9/3/24


The error was obvious.  Shania is a clerk at a local government office, and she could tell that something was wrong with the permit request.  She was about to reject the request because the address was invalid. If this would have been handled like the normal process, Shania would have Read more

Reflect the Best of Your Customers - 8/27/24


When Alice walks into a business, whether it’s a restaurant or government building, whether it’s a Goodwill or a grocery store, she has a certain way about her.  She’s the customer, and it’s not unusual to hear her say to the employee:  Thanks for being here today! It’s not unusual Read more

Create Your Personal Motto - 8/20/24


Take a look at these mottos: It’s the real thing. Just Do It. Have it your way. Betcha can’t eat just one. Breakfast of champions. Do you know the companies?  The answers are at the bottom of this tip. So why am I asking you about mottos?  And why do almost all of them make me Read more

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Speed the Transformation of Your Customer’s Experience

Posted on December 17, 2013 in Business Advice, Education Please leave a comment

I’m constantly flummoxed by executives who feel that the only good idea is a new idea, the only means to success is through their own innate creativity. A COO once told me that trying to create simplicity in operations for staff (so they could more consistently deliver a great experience to their customers) wasn’t challenging enough.

The best executives need to realize that there’s a multitude of great examples of customer service cultures and wonderful customer experiences in other businesses, other industries. And there’s no shame in learning from others to speed the transformation of an organization.

In the article City School District taking lesson from Wegmans, the Rochester School District announced that it was going to train staff on many of the same customer service principles and techniques that Wegmans Grocery Stores (with a reputation for great customer service) utilize. This includes quick issue resolution and fostering a WWWD (“What would Wegmans do?”) mindset.

The point is not to say that we all need to look to our local grocer for customer service tips. Rather, in Education or other industries (local government, healthcare, etc.) that are not always known for a great customer experience, sometimes it’s better not to look at industry peers. It’s best to look to those who have the reputation for being the best in a particular aspect of business. Think Zappos for culture, Chick-fil-A for consistent customer service in a transactional environment, or Amazon for personalization in a high tech/high volume world.

Speed the transformation of your customer’s experience by benchmarking with best-in-class performers OUTSIDE your industry.

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