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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

When Kindness Means More in Customer Service - 12/9/25


Since a large part of the work we do at CSS includes customer research, we have seen tens of thousands of comments over the years about staff, and it is great to hear the positives that customers, fans, and account holders say about our clients’ team members. One word that Read more

Don’t Create the Second Complaint - 12/2/25


Maria was upset.  Rightfully so.  The product delivery was delayed, she couldn’t get anybody on the phone, and nobody would reply to her e-mails.  So, she went down to the store, and she found a customer service representative. After the initial greeting, the employee listened to Maria’s complaint.  While Maria Read more

Refresh on the Reasons to Appreciate the Customer - 11/25/25


This is a great time of year to give thanks, not just because it’s Thanksgiving week in the United States, but also because – with 2025 coming to a close - it gives us the opportunity to do some reflecting on the recent past. The idea of reflecting on reasons Read more

Confirm the Customer is Cleared for Takeoff - 11/18/25


An airplane pilot is told when they’re “cleared for takeoff” before they begin to accelerate down the runway.  The air traffic controller (ATC) has looked at everything in front of the pilot, on the runway and in the air space, and checked to ensure the pilot is good to Read more

Build Relationships with First-timers - 11/11/25


We’ve worked with one of our sports clients for over 10 years, and although the main focus of our work is research with their fan base, we also provide informal consulting advice and guidance whenever possible.  One approach we’ve talked about on and off for years is the need Read more

Last Impression Faux Pas - 11/4/25


Rightfully so, many customer service experts harp on the importance of the first impression.  It happens quickly, and it can impact the individual’s perception of you and the organization.  We even wrote a Tip of the Week on this years ago called First Impression Faux Pas. What many people tend Read more

Familying with Customers - 10/28/25


In our transactional society, it’s hard to think about customers in the long-term.  But if we want to be as successful as we can as an individual or as a business, we need to view customers through a relationship lens. What do we need to know about them to Read more

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Be Proactive, in Helping Yourself – 6/2/15 TOW

Posted on June 2, 2015 in Customer Service Tip of the Week Please leave a comment


The young homeowner went to the hardware store to buy a new chainsaw, and he asked the employee for advice. The employee suggested a particular model and noted that “it can cut up to 25 yards of wood a day.”

The homeowner was thrilled, so he bought the chainsaw and went home to start cutting.

A week later the homeowner went back to the hardware store with the chainsaw and asked to talk to that same employee.

“It’s a pretty good chainsaw,” said the customer, “but I was only able to cut 15 yards of wood a day.”

“Hmm,” said the employee. “Let me check it out.” So the employee pushed a button, pulled the cord, and the chainsaw started right up.

Immediately the customer yelled, “What’s that noise?!!”

I can’t take credit for this story, but I love it! Obviously the customer was trying to use the chainsaw without actually turning it on. He was probably working incredibly hard to get it to cut, and when the employee – who was more experienced in the use of chainsaws – started it up, the customer realized the issue. He was working much harder than necessary, and he wasn’t getting the productivity he needed.

That’s what can happen to us when we rely too much on ourselves. Look around your office. Who has some wisdom to share? Who has specialized knowledge of a product, more experience with a service, appears more adept at handling certain types of customers, or is more comfortable in certain situations?

Identify them, and tap into their wisdom. Maybe you won’t have to work as hard, and you’ll be a little more productive and effective.

Use your proactive nature to help yourself.

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