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Transparency in Customer Service- 7/14/26


We’ve worked with a lot of clients in the local government sector, and many of these clients have Customer Service Standards and/or corporate values that include Transparency. Think about an old-fashioned transparency sheet, that malleable see-through page you put on an overhead projector.  You can see everything on one side Read more

See the Customer’s Journey from Their Perspective- 7/7/26


That customer is face-to-face with you right now, and you are fielding their questions or delivering your service to them.  And oftentimes and understandably, we are so immersed in the moment that we don’t think about what came before or think enough about what comes next. But in the life Read more

Gaining the Benefits of the Greeter- 6/30/26


Most likely, we’ve all entered some establishment – a retail store, restaurant, or service center - when there is a greeter at the door.  The most famous greeter position is probably the Walmart greeter.  I often thought that my father-in-law would have been a fantastic Walmart greeter, because he Read more

Seamlessness - Why the Customer Thanked You - 6/23/26


This doesn’t happen enough nowadays, but the employee received a long thank you e-mail from the customer.  A financial services account manager had taken care of the client during a period of time that was stressful for the customer. Life was unexpectedly changing quickly, and personal emotions, additional financial responsibilities, Read more

When to Avoid the Escalation - 6/16/26


The customer calls with a complaint, and the easy thing to do is to escalate it to your supervisor. That may also be the right thing to do, but how do you know when to avoid the escalation? Why You Would Escalate The first thing to consider is why you would Read more

Let’s be Clear on Clarity - 6/9/26


When trying to manage expectations, it’s vital to be clear with the customer.  But what specifically does it mean to be “clear?” Clarity is in the eyes and ears of the beholder, so what may be clear to one customer may be unclear to another.  However, there are some basic Read more

Allow Yourself to Solve a Couple Puzzles Every Day - 6/2/26


Frank had never been a dog owner before, and when he first got Bosco at the shelter, Frank didn't really know what he was doing.  He would try to be a good parent - feed the dog, play with it, take it on walks - but he was doing Read more

Improve with a Purpose - 5/26/26


If you’re reading these customer service tips, you likely want to get better.  You want an idea, a technique, a reinforcement, or a question that helps you improve. But why improve? At some point you may waver on the commitment to improve, because it can take effort, introspection, time, and change.  Read more

Reciprocate the Thanks - 5/19/26


Jasmine had a great experience with the company, and the company sent her a link to provide an online evaluation following the visit.  So, she clicked the link, gave a rating, and made a comment about her experience. The company monitored their online reviews, saw the positive response, and replied Read more

Don’t Skip the Recap - 5/12/26


The playoff hockey game goes on for almost 3 hours.  There’s non-stop action, with plenty of penalties and takeaways and hits against the boards…and a few goals, as well. You didn’t get to watch the whole game because you had other plans, but you wanted to know what happened.  So, Read more

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Transparency in Customer Service- 7/14/26

Posted on July 14, 2026 in Customer Service Tip of the Week Please leave a comment

We’ve worked with a lot of clients in the local government sector, and many of these clients have Customer Service Standards and/or corporate values that include Transparency.

Think about an old-fashioned transparency sheet, that malleable see-through page you put on an overhead projector.  You can see everything on one side of the document from the other side.  And that physical example has a lot of similarities to what transparency means in customer service.

Think about Openness, Honesty, Clarity.

Openness includes a willingness to say something that may be uncomfortable to share with the customer.  It’s the fact that a price increase is coming.  It’s a willingness to answer their question, even if it puts you and your organization in a negative light.  Therefore it’s 2-way: an openness of sharing, and an openness of listening to the customer and being willing to respond.  It’s letting them know you have a fee increase – not hiding it by saying you simply have a new pricing structure.

Honesty is obviously saying the truth, but again, it may not mean that you’re conveying the most positive side of your business.  You’re stating that you’re asking them to resubmit a document because there was an error on your end.  It’s letting them know that the delay was due to a keying mistake which caused the customer’s submittal to be put on hold.

Clarity is about effectively setting and managing customer expectations with some specificity.  Don’t say it’s only going to be “a minute” if it’s going to be literally 1 hour.  Avoid describing something as a “brief” review process when it’s going to be 10 business days.  It’s letting them know the specifics of time and place and people involved more precisely.

Just to be extra clear on one point, we can be open about good things, honest about happy news, clear about positive next steps.  Transparency is not inherently about communicating the negative, but a willingness to have those less-than-positive conversations is where many of us fall short.

If transparency is something important to you and your organization, focus on being more open, honest, and clear with the customer.

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Let’s be Clear on Clarity – 6/9/26

Posted on June 9, 2026 in Customer Service Tip of the Week Please leave a comment

When trying to manage expectations, it’s vital to be clear with the customer.  But what specifically does it mean to be “clear?”

Clarity is in the eyes and ears of the beholder, so what may be clear to one customer may be unclear to another.  However, there are some basic tenets to keep in mind when you’re trying to ensure the customer is clear.

When Customer Education is Needed

Let’s use the example of giving instructions.  These could be discharge instructions given to a patient when they’re getting ready to leave the facility.  It could be instructions to a homeowner trying to understand how to appeal the tax value of their home.  The new season ticket holder account for a sports team could require instructions for how to use the team’s app.

Instruct with Clarity

First, use a multi-mode approach – a mix of verbal and written.  Different people learn different ways, and there aren’t many of us that “get” instructions given in one way one time.  Make sure people have a takeaway to complement and reinforce what you’ve said to them.

Second, add specificity – dates, times, specific URLs, specific guidance on the sequence of tasks.

Third, avoid the confusing terminology.  Eliminate or define acronyms.  Use layman’s terms that a first-time customer would know and understand.

Fourth, limit the verbiage, being as brief as possible.  More information results in more mud that could cloud the waters, making the clear unclear.

Fifth, convey what WILL happen v. what MAY happen, so the expectation isn’t for everything to occur.  That way, they’re not confused if certain steps don’t take place.

Finally, allow time for the Q&A.  One-way communication is not the recipe for consistent clarity.  Allow the person to ask questions or restate their understanding of the instructions back to you.  This is the best way to understand how clear things are in the mind of the customer before you wrap up the conversation.

Be clear on what creates clarity with the customer.

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Finalize the Solution with the 6 Step Checklist – 5/5/26

Posted on May 5, 2026 in Customer Service Tip of the Week Please leave a comment

In last week’s Tip, we showed why and how to Use the 6 Step Checklist before Resolving the Issue.  We noted the importance of taking 15 seconds to mentally walk through the Who, What, When, Where, Why, and How to feel confident that you know what’s needed to fix the problem.

Similarly, you can use these same steps to confirm that the solution you’ve identified is fully thought through and has the best chance of working:

Who needs to be involved in the solution? Is it something the customer has a part in, are there co-workers involved, and what do you need to do to shepherd this forward? Is there anyone else to bring in the loop?

What are the specific steps that need to be undertaken? What does that mental flow chart of activities look like, and is anything missing?

When do those steps need to occur, and is there any sequence where one activity has to happen before another? We want dependent tasks to be done on a timely basis, but we also want activities to run concurrently whenever possible so we can complete the work as quickly as possible.

Where do the activities need to occur? Is it in a particular location, on a certain web page, via a mobile app?

Why are we doing this? Will this resolve the root cause of the problem so we’re not going to be dealing with this again anytime soon?

How do we ensure that the solution worked? What’s the follow-up process? Are we going to call the customer in a week or two? Are they going to fill out a form to confirm the problem was fixed?

Think through all the potential moving pieces and timelines associated with the solution to ensure there are not any gaps that could cause the ticket to stay open, cause the issue to stay unresolved, or cause the problem to rear its ugly head again.

Use the 6 Step Checklist when you’re finalizing a solution.

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