I believe that the original version of “Tell Me Something Good” was by Rufus. The name of the group might not ring a bell, but one of their singers you may know – Chaka Khan.

Why are we talking about a 42-year old song?

Because those simple words represent a customer’s hopes when they’re talking with you. They want you to tell them something good.

When they have an issue, they want you to tell them that you’re going to work on it, to resolve it, or to offer an alternative.

When they have a question, they want you to tell them something that will provide the answer, clarity, or direction.

When they have a need to address, they want you to tell them you can charter a path to the solution.

When you have to deliver the bad news, it helps to tell them that the organization cares about them, is apologetic, and will do better in the future. Tell them there are other options they can consider.

When they are engaged with you and giving you money, they want you to tell them something that conveys you appreciate them and their business.

When they point out an issue in your company, they want you to acknowledge their voice, their input, and their effort to help you improve. And then they want you to tell them what you’ll do next. Later, they want you to tell them that you did it.

Sometimes all the customer service training, advice, and guidance can fill your mind with too many ideas, techniques, and thoughts to truly deliver a great customer experience.

So what’s a good guiding principle for any customer encounter? Bring something positive to every conversation.

Tell them something good.

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