Don’t Let Bad Customer Service Become a Habit

When you practice something day after day, and it becomes natural, then it has become a habit. That can be a good thing—or it can be a bad thing. Customer service naturally becomes a habit, which means that bad customer service can become a habit, too—and one that you need to avoid! Delivering amazing customer […]

read more

You’re Only as Strong as Your Weakest Link

It might sound like a cliché, but it’s true: you’re only as strong as your weakest link, and that saying holds true for your business and your brand. Even if 99 employees are great, but 1 is not, what happens when a customer encounters the one? It hurts your brand reputation, at least for that […]

read more

Phrasing Matters

Have you ever noticed the subtle differences between how employees ask you questions at different businesses? Servers at one restaurant versus another, for example? The differences can be subtle, but those differences matter! The words you say can be the difference between a satisfactory and an amazing customer experience. Think about the words and phrases […]

read more

Don’t Make the Customer Service Mistake You Saw in “Pretty Woman!”

We’ve all heard the saying, “Never judge a book by its cover.” That rule is very important in customer services. Sometimes people make the mistake of prejudging a potential customer based on outward appearances—what they’re wearing, what car they’re driving—and can miss out on good business! Treat customers like customers, unless proven otherwise, not based […]

read more

Stop Going Through the Motions

Have you ever seen someone who was clearly just going through the motions? Someone who mindlessly asks you a question that you’ve already answered just because it’s the next question in their script? Or asks a question that is clearly irrelevant to your situation? Many people start to go through the motions, especially as the […]

read more

Take the Time to Write a Note

There are lots of ways that we can show appreciation and offer congratulations to people—clients, employees, partners, or anyone else we encounter. But there’s something special about the personal handwritten note. Some of my colleagues and I have had experiences where we received handwritten notes in various situations, and I can tell you they really […]

read more

A Customer-Focused Mindset Goes Beyond Training

A customer-focused mindset means more than just customer service training in all the how-to’s of providing great customer service. And it means more than just having a positive, warm attitude. It includes all those things, plus a deep, ingrained understanding of why we want to deliver a great customer experience, every time. Some of the […]

read more

Prepare for National Customer Service Week

National Customer Service Week is coming up soon, the first week in October. It’s a great time to think about what it is that makes for good customer service! In truth, it’s impossible for us to determine among ourselves whether we have good customer service. It’s really all up to our customers and their perception […]

read more

Take Care of ALL Your Customers

Which customers do you want to keep doing business with? We often look at some customers as better than others. Maybe they do business with us more often, or they spend more when they buy, or maybe they’re just easier to do business with, in general. Your most loyal customers might have emotional connections with […]

read more