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Highlight the Hidden Value - 7/1/25


Marketing campaigns often highlight a particular product and ALL the features and extras that the customer will receive… “For 3 low, low payments of only $39.99, you not only get these world-renowned chef knives, but you can also get this free laser-etched spatula!  AND THAT’S NOT ALL!  We will also Read more

Don’t Harp on the Customer’s Mistake - 6/24/25


Seth’s daughter, Sarah, had missed some swim classes, and Seth remembered that the aquatics center had several make-up classes available late in the summer.  So Seth pulled up the class schedule on his phone, found one that worked on his and Sarah’s schedules, and planned to attend a session Read more

Create Customers for Life - 6/17/25


Veronica has gone to the same automotive service shop for at least 20 years.  She bought a new car about a year ago, and this is the third car she’s brought to the shop instead of taking her car to the dealer where she bought it.  She’s had three Read more

Don’t Turn the Customer into the QA Department - 6/10/25


Roberta received a form with information filled in by the company after her conversation with the account rep.  Roberta just needed to review the information, fill in some of the blanks, sign it, and resend it in order to set up a new account. She noticed that the effective date Read more

Imitate to Improve - 6/3/25


Oscar Wilde said that “Imitation is the sincerest form of flattery.”  Now this doesn’t mean that plagiarism is the sincerest form of flattery.  Nor does it mean that great impersonators such as Rich Little, Dana Carvey, or Frank Caliendo are always offering flattering portrayals of those that they imitate. Wilde’s Read more

How the Customer Perceives a Truth as a Lie - 5/27/25


You’re the customer, you’re asking about an unused item that you’re returning, and you hear the employee say: “The refund process takes 7-10 days.”  You’re thinking: “Great!  I can get the refund check as early as a week from today!”  The reality is that the company means that they’ll Read more

Tell Customers What’s Next - 5/20/25


In most businesses that have been around for a while, how a process was originally designed is not how it currently operates.  Sometimes this change is referred to as “practical drift,” where the actual process moves further and further away from the documented steps over time.  Maybe the changes Read more

Questions to Guide You to Empathy - 5/13/25


“If I was him, I would do ABC…” If you’ve ever heard somebody say this - whether it’s a friend or acquaintance, whether it’s some TV reporter or podcaster - you may get as frustrated or as annoyed as I do. I get annoyed because we are not that other person. Read more

Negate the Nervousness - 5/6/25


The customer needed a loan, so he walked into the bank, but he was a little nervous.  He knew that launching his business would be easier if he had some working capital, but that’s about all he knew.  He was anxious because he didn’t know what to expect in Read more

Don’t Rush to Resolve Quickly - 4/29/25


The customer is angry, so you use the CSS LEAD technique as designed.  You, listen, empathize, accept responsibility, and deliver on a remedy.  But it doesn’t work.  The customer is still upset, and maybe even a little more frustrated than when you started…why?! If the use of this technique fails, Read more

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Share the Why to Value the Customer – 7/25/23

Posted on July 25, 2023 in Customer Service Tip of the Week Please leave a comment

We encourage our clients to explain “The Why behind the What” to the customer.  Usually we suggest that staff explain Why so that the customer understands the reason for a change or can buy-in to a particular solution.

However, explaining the Why is also effective when you’re doing some very routine things for the customer.  When you explain Why you’re doing the task, the customer understands the benefit to them.  It makes them feel valued.  It often makes them feel important.

I’ll walk you through this document, so you’re clear on the main takeaways and are comfortable with the next steps.

To keep you informed, I’ll send you an e-mail on Friday with an update.

To protect the carpet and floors in your home, I’ll be wearing covers on my shoes.

I’ll share a copy of the contract using an encrypted document to protect your privacy.

I’m providing you this 1-page map of the event site so you can quickly get to the activities of most interest.

I’ll give you my cell phone number so you can easily get in touch with me if you have any questions or if other needs arise.

If you just take the action noted in the 6 statements above, then:  You share a document, you send them an e-mail, you wear shoe covers, you send the contract, you give them a 1-pager, you give them a phone number.

However, if you explain Why and focus on the benefit to the customer, then: They feel comfortable with next steps, they’re kept informed, their carpet and floors are protected, you’ve protected their privacy, they save time getting to the activities of most interest to them, and they can easily get in touch with you as needs arise.

Even when you’re doing the routine, try to describe it to the customer.  State what you’re doing, but also share Why to help them feel important and valued, to ensure they understand the benefits of what you do for them.

Share the WHY to Value the Customer.

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Communicate Crisply – 4/11/23

Posted on April 11, 2023 in Customer Service Tip of the Week Please leave a comment

I try to make these tips around 300 words, but oftentimes I’m North of 400.  I work hard to pare down the words because I don’t want one or two core points being lost in a barrage of verbosity.

Phrases like lost in a barrage of verbosity are the things that might come out of my mouth initially.  But I try to avoid these phrases when sending messages because I want to be clear to the person with whom I’m speaking, so that they can more quickly and easily understand.

Part of how you convey respect in customer service is how you communicate with others, and one often overlooked method of communication is writing.  Our e-mails, in particular, could be more clear, more crisp.

When I say crisp, look at your e-mails sent to co-workers and customers.  Can the key information be gleaned in under 60 seconds?

If not, here are a few quick ways to make your writing crisp:

  • Take out the prepositional phrases. Did I really need to write “to the person with whom I’m speaking” above?
  • Eliminate the acronyms that are going to create follow-up communications requesting clarification.
  • Go for the shorter sentences rather than the long.
  • Use those bullet points.
  • Highlight the 1-2 points that you want them to take away from the message.

 
Be clear, but be a bit of a minimalist.

I naturally use a lot of words when I write, so I have to proof and narrow my initial draft.  Maybe it takes me an extra minute, but out of respect for the customer/co-worker, I try to pare it down so they can quickly and clearly understand what to do next or what I’m trying to convey.

In business writing for customer service, communicate crisply.

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Being the Emphatic Employee – 9/6/22

Posted on September 6, 2022 in Customer Service Tip of the Week Please leave a comment

Empathy is the key quality of somebody who’s great at customer service.  We talk about it often – what it is, how to convey it, what it looks like, and how it makes the customer feel.

But along with knowing how to be empathetic, we also need to know how to be emphatic.  There are many times when the customer lacks confidence or clarity, they are uncertain or anxious.  And it is part of our role to build that confidence, convey more clarity, and offer certainty to help overcome the anxiety.

To fulfill that role in our conversation with our customers, we can be emphatic with our words.  For example, it’s more emphatic to say “I will do ABC…” than to say “I think we can do ABC…”   It’s better to say “This will definitely help” than to say “This should help.”

It’s better to give a shorter answer than a longer answer.  It’s better to say “Yes,” then go into the description.  That immediately answers the question, emphatically.  That’s preferable to saying “There are a lot of different factors that come into play and for this particular situation…”  Again, we’re trying to create certainty and clarity.  It’s easier to be clear in a 3-word answer than in a 33-word response where the answer is somewhat hidden in the statement.

To be emphatic, think about more eye contact, more nods.  You’re reaffirming what you’re saying while you’re saying it.  Have body language that is complementary.  Use good posture, have more concise arm and hand movements just like your wording is more concise.

You can be positive while being emphatic to build confidence, convey clarity, and offer certainty to overcome anxiety.

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