Customer Service is Good Medicine

When a medical practice gets customer service right, it is worthy of examining and
applauding. Unfortunately, I found myself having this positive service experience at
Resurgeons Orthopaedics of Atlanta. I say “unfortunately” due to a nasty break and
injury to my arm and shoulder. The brief back story is, I had a fall in Mexico, got to visit
the international hospital, knew the injury required surgery (which I preferred happen
in the states) after stabilization of my arm we left on a flight about 15 hours after the fall.

A friend back in Atlanta worked hard at securing an appointment with an ortho surgeon.
Within three hours of arriving back home, I was at Resurgeons. Fortunately, I had no
reason to have a relationship with them until this accident. My surgeon, Evander Fogle,
his assistant Mary Bligh, R. N., and the front office impressed even in the face of my
incredible pain. Here is what worked so well in this large busy orthopaedic practice.

-

Warm Welcome. My husband and I were met with eye contact and friendliness.
The front desk was responsive and attentive. The area was open with none of the
usual barriers of glass windows and clipboards slid back and forth between the
patient and hidden away staff.

-

Expressive and Engaged. The team was personable and treated me as a real
person or should I say customer. The receptionist immediately asked what
happened, acknowledged my pain and then assured me they would take care
of me. The sling from the Mexico hospital visit caught her attention and she
humorously let me know they could do better to alleviate the pain. After all this,
she moved to the required paperwork. Most medical practices are concerned with
paperwork first and foremost, concern for the patient/customer is usually a distant
second.
Dr. Fogle and Mary continued the warm welcome and engagement. They
were efficient but did not give the impression they must get moving to another
patient. Both continued the banter of the poor sling and were impressed with
my “undermedication” for the last 20 hours and how I seemed to handle it.
The conversation and examination showed their medical skills and expertise.
The medical profession does not require customer engagement however
they choose to do it.

-

Responsiveness and Reassurance. Dr. Fogle and Mary listened to my needs –
and arranged for fast surgery so the healing could begin and I could work
with clients for upcoming some engagements. I pleaded for permission to travel
within an unreasonable amount of time. The doctor (and my husband) prevailed
on forbidding that short timeline.
However, the doctor was responsive with a fast surgery and then reassured me
of a recovery that would accommodate work within 5 days. Both offered phone
numbers for easy access and reached out with personal calls to check on me after
release from the hospital. Again, there were real human connections with me
the patient/customer. For years, I have talked about “processing the customer
vs. serving the customer”. This team really serves and connects which creates
positive lasting impressions.

Dr. Fogle and Mary know the customer comes first and is the reason for the existence
of their practice. Exceptional medical expertise and surgical skills are the given and the
expected, yet they go beyond to making the customer experience count. My preference
would have been to never need Resurgeons however things happen. In this case, I was
fortunate to fall into the able hands and care of this medical team.
Customer service is definitely good medicine.
#custserv

Does Attitude Matter? Customers and Employees Think So. What About You?.

We’ve all heard the platitudes about having a positive attitude.
Does it really make a difference in the workplace?
It is an interesting question since none of us are perfect and attitude
may not be our strong suit. A 2010 study by Stanford Research Institute
and Carnegie Mellon Foundation with Fortune 500 CEO’s found that
75% of long term job success depends on people skills, while only
25% depended on technical knowledge. The soft skills seem to matter
the most. Executives want team players and people who can work well
with each other.

The soft skills needed are:
- Communication skills
- Positive and productive interactions with others
- Showing manners and kindness
- Being on time
- Willing to be accountable
- Having a positive and professional attitude.

I have always questioned why they are called soft skills since for many they are the hardest
skills to practice everyday. How about calling them “common sense skills for any person
working”.

The secret to job security may be - show up, be a team player, do your job, act
appropriately and have a positive attitude. The benefit will be satisfied customers, happier
co-workers and possibly a richer bottom line.
#custserv
Lisa's Site

Is Your Customer Service a Game Changer or Just Keeping You in the Game?

All companies would love to be able to say they are a game changer. Whether it is
with their service, brand or innovation, few companies really can claim such a grand
statement. Some of the few can, include Ritz Carlton, Southwest Airlines, Target,
Starbucks and Apple. My experience tells me more companies are just trying to stay
in the game because for them to change does not seem to be a reality.

Do this to keep up with the best:

1. Be easy to find. Is your 800 number visible on the front page of your website?
Stop hiding the number. Forrester Research shows customers still want to talk to
you. In a recent study customers were asked, “Which method do you prefer to use
when interacting with customer service?” The response showed 79% preferred
the phone and email came in at 33%. Customers still want a real person in a call
center.

2. Let your people be “real”. Give them power to build a relationship. Scripts
are old school. Hire and train well so you can trust your team to talk
to the customer.

3. Appear seamless. Customers do not want to repeat themselves. Have data
systems that allow the next employee or department to be aware of the customer’s
situation and conversation. I am amazed at how many organizations have not
cleaned up their act on this issue.

4. Create access at the customer’s preferred contact point. Social media,
email, live chat, call center, web self serve, automated phone system, video –
all options must be available and you must be able to track their usage history
to win their loyalty. All these interaction points have a great chance to frustrate
the customer. Make certain you create a winning experience instead.

5. Deliver on your promise. Is it that difficult to callback and follow through as
promised? Your brand is at risk when you do not deliver. It is too easy for
customers to broadcast their dissatisfaction quickly. The negative comments gain
traction fast as others start to pile on their input. Don’t let your lack of reliability
and responsiveness allow this to happen.

What will you do today to make certain your customer service is keeping you in the
game? Be better, think differently, innovate your service delivery and you might have
a chance at changing the game.
#custserv

For a technology company, XM Radio is really behind the customer service curve.

My husband is a subscriber of XM Radio. Recently it was time to renew his subscription. He got notification that his account would "Automatically" renew at a much higher rate than he had last year. The year before, he had called in and was offered a rate at HALF the automatic renewal figure. It was clearly in his renewal records, and as is the case with many companies, this “deal” was never offered for this renewal and he had to threaten to leave the service entirely before being offered a rate that should have been "automatic" to a current loyal customer.

He called this year and got a pleasant employee who took all of his account information. She was quite thorough, however could not renew at this same rate. She admitted that she “cannot do anything” and would have to transfer him to another department. He was routed to the retention group. His information was not transferred, another mistake. This always ups the hassle factor when the customer must repeat the reason for the call. Once my husband stated the reason for his call, the representative was quick to say, “No problem and happy to do this”. The rate remained the same and it turned into a very short interaction. Which is the way is should have been to start with.

So what is the story here? XM Radio, does not have the software or desire to "automatically" keep a loyal customer at a rate THEY offered in the first place. Then, one employee has her hands tied when it comes to serving customers and another is given authority to take care of customer’s reasonable requests. This company is living in the dark ages compared to service leaders. I bet employees are frustrated with their lack of ability to serve customers. These policies do not lead or help create engaged employees. And worse, the customers are frustrated with the customer experience.

Look at your systems and processes. Are you giving enough power to team members and putting more relevant information at their fingertips? The customer focus starts at the top. Hire well to start, train thoroughly, coach, empower appropriately and lead - it is an everyday job.

#custserv

The Four Strategies for Customer Service Leadership

The best customer service organizations have many things in common. I believe the most important is that leadership focuses on customer service and the customer experience. Check yourself and your leadership against these 4 strategies.

1. Leaders dedicate dollars, time and creativity to training. They know employees must have “state of the art” skills as well as a desire and motivation to serve. How creative is your training? Is it “just in time” for customer initiatives and needs? Is enough time spent in the new hire employee orientation?

2. Leaders have a focus on people and processes. They realize the best employees can’t adequately serve if the processes are not customer friendly. Customer needs and company processes are often in conflict. What bureaucracy issues can you deal with and eliminate? Ask your employees what processes need to be fixed. Look across departments and determine how to create a seamless experience for the customer. I know most of you have done this already. It is time to do it again.

3. Leaders keep the customer focus upfront in team meetings. The agenda includes the latest customer data, the voice of the customer, create opportunities to discuss improvement, ideas and recognition of great service efforts. Keep the meetings short and relevant. What needs to be changed about your team meetings? How
much time is spent talking about real customer issues?

4. Leaders at the best organizations are visible, great cheerleaders and story tellers. Employees need to be inspired and included. Do you spend enough time with the customer facing team? What stories do you need to tell when in front of the
employees? How are you inspiring the team to deliver a great experience?

Customer focus is an everyday activity. Leaders make certain that their time and actions are consistent with the expectations of great service and experience delivery. What must you do today to make a difference?
#custserv

Do Happy Employees Create Happy Customers?

Could it be so simple? I define a happy customer as one who is loyal and willing to refer you to others. Happy customers tells me, their problems were solved and their needs met. Statistics tell us that the service experience has a big impact on the companies bottom line. The delivery of superior experience depends on processes, technology and people. Even with social media and innovative technology, customers still need and want to deal with real voices and real people.

In a recent study, American Express reported that US customers will spend 9% more with companies that provide great customer service. Research by RightNow says 85% of customers are willing to spend more over the standard price to ensure a superior customer experience.

Your team members make the difference. A 2009 Gallup report looked at the impact of customer and employee engagement. Companies in the upper half of both customer and employee engagement get a 240% boost in bottom line results. With these powerful numbers, employee engagement has become a major goal for many organizations. Employee engagement means feeling involved, motivated, and enthusiastic to the job, organization and associates. The Gallup survey proved engaged employees find creative ways to solve customer problems and even involve customers in creating innovations and solutions. These same employees feel open to suggesting ideas to improve the company. So it does seem that happy engaged employees may be the answer to happy engaged customers.

The real question is how to create an engaged team member. The best organizations have visible leadership working to improve the customer experience with their processes, products, service and people. The leaders inspire employees to feel connected. Try these tips to develop an engagement connection :

- Talk real purpose. People need to feel connected to the meaning of the work.
Help them understand how their cubicles,“their 17 square feet”, affect the
customer experience. Employees want to be a part of something exciting,
purposeful and big.

- Communicate realistic goals. Let people know what is expected of them.
Create service standards. Without service standards and goals, everything is
left to chance.

- Celebrate when goals are met.

- Keep employees informed and updated. Share the latest voice of customer data,
discuss challenges and create excitement around opportunities. Employees
want to help improve the organization if shown their input is appreciated.

- Make managers approachable. Managers need to reward publicly as well as coach and be the cheerleader for exceptional customer service.

There are many great companies that seem to have these tips right, three of my favorites are – Zappos, Enterprise and Ritz Carlton. Zappos has embedded engagement into their culture via the core values, hiring practices, orientation and training. Enterprise’s culture focuses on “hiring and training good people from the ground up”. The Ritz is known for their credo and clear expectations. Employees are engaged to serve the customer and empowered to do the right thing.

So, do happy employees create happy customers? If the statistics aren’t enough proof, then act as if it is true and work to improve your employee engagement anyway. I am certain an engaged employee is a good thing for your organization and especially your customers. Make certain your customers have their problems solved and needs met with responsiveness, thoroughness and speed. Take a leap of faith and believe that happy employees do create happy customers.

Thinking Is Required for Customer Service of ANY type!

I am amazed at how little common sense is used in the delivery of customer service. Recently a group was eating in the fine dining restaurant of a national hotel chain. One of the diners asked Ava, our server, about the lasagna. After a pause, she responded with, “It’s just OK. Personally, I like Stouffer’s better”. Not quite a ringing endorsement and not an appropriate one in this restaurant. She even paused which should have given her time to edit her thoughts and chosen a different response.

An audience member in Bakersfield California came up and told me this tale. Her husband needed to visit the Department of Motor Vehicles, he traveled to a smaller office outside of the city and arrived at opening hours. He was pleased to see when entering the offices that he was first in line. His plan of going to a smaller office had worked. He went straight to the clerk and the empty counter. Her response was, “Sir, you’ll have to take a number and we will call you”. He did as was told and about a minute later, the same person paged him to come up to the counter. His wife reported that he found it amazing and laughable.

What has happened to common sense and thinking before talking? Where is the leadership? It is time to hire, train and expect better from your team.

Customers Keep Saying the Same Thing. Are you listening?

There is plenty of great research on why customer service should be a
differentiating strategy for organizations. Given that my business is helping
companies improve their customer service experience, I love the statistics. Customers for years have been telling us how they want real customer service that stands out.

Here are some recent numbers and my thoughts –

1. American Express found that in the US, customers will spend 9% more with
companies that provide great customer service.

Think how 9% could change your long term bottom line profits. Customers do not want to “shop around”. It is easier to stay put. Give them a reason to be loyal and spend more with you.

2. In the 2010 Customer Experience Impact Report commissioned by RightNow Technologies, a full 85% of customers say they are willing to pay more than the standard price to ensure a superior customer experience. The details range from 76% saying they would pay 5% more to 10% willing to pay a up to a 25% premium.

Does your customers' experience differentiate your company enough? Too many organizations promise an experience yet the reality does not match. Companies spend millions on advertising, marketing and brand building. However their processes and people do not deliver. Take time to do your own reality check.

Remember a customer will pay more for a superior service experience. And a retained customer is a more profitable one.

3. In the RightNow research, 66% of customers said they would be encouraged to spend more if there was improved service.

You know the old saying, “It is easy to get a customer once, keeping the customer is the hard part”. If you attracted the customer once, make certain you turn them into an advocate of your incredible service. Word of mouth remains the most powerful tool to affect buying decisions. Improve your customer service starting now. Talk it, coach it and practice it everyday.

4. Research by RightNow confirmed what we already know. Seventy three percent stopped doing business with an organization due to rude staff, 51% due to ill-trained staff and 55% because issues were not resolved in a timely
manner.

None of us are perfect but look at the research – not being nice, not being
knowledgeable and not being timely drive away your customers.
You know this.
Fortunately, these three are fixable – hire it, train it, coach it, expect it, reward it and be the role model for it.

Start now. Your customers deserve great customer service experiences and your bottom line will benefit.

#custserv

Get Your Service On Board

By now, I bet you are familiar with the recent incident with Delta Airlines and the returning soldiers. Just in case it has not been on your radar, here is the scoop - This group of United States soldiers returning from Afghanistan needed to check bags from Baltimore to Atlanta. Delta’s policy allows 3 bags to be checked free when flying in economy and any additional would be $200 per bag. The soldiers were not aware of the charge and were not very happy when told of the additional expense - $2800 total for the entire group.

The incident involved an inflexible employee. One of the soldiers decided to tape the encounter and then post it to YouTube. (Does United and the broken guitar sound familiar here?) You can imagine the outcry that followed from the public. Don’t mess with our soldiers!

Delta responded with a change in the policy that now allows 4 bags to be checked free and have promised to “make the soldiers whole”. Delta responded quickly and appropriately. However, would it have been better to never have this incident occur? In the world of customer service, recovery is a key strategy to recoup customer loyalty. This is not the type of publicity any organization wants regardless of the recovery efforts. Millions of people know this story and have the chance to react and form an opinion about Delta.

Here is the lesson for you –

1. Check your policies and discuss what makes sense.
2. How empowered are your employees when faced with these situations?
3. What discussions do you have around issues such as these? Talk about sticky situations at team meetings, in training classes and one on one coaching.
4. Do you have guidelines in place for “exceptions”?
5. Are employees fearful of punishment when using their best judgment in similar challenging incidents?

Customer service must be thoughtful, appropriate and well intentioned. Get your team and policies on board.

To read one of the many articles -
http://www.ajc.com/business/delta-changes-baggage-policy-970646.html

Use Common Sense AND Customer Service

“Did you find everything you were looking for today?” This question seems to be the latest from the scripted service crowd. The Publix grocery store cashiers have been asking this routinely for about a year. All in all, I respond with a yes and frequently engage the cashier in conversation.

However, there is a time when the question borders on the ridiculous. The Publix store I frequent had just completed “a redo” the night before. Many managers were still scrambling to put the finishing touches on the new look. Now a redo means pretty much switching around all the items. Grocery shopping is something I like to do with speed. So rearranging is a deterrent to my goal of get in and get out.

I had finally finished the shopping which included much backtracking and asking for help. Then the cashier asks, “Did you find everything you were looking for today?” I smiled and said, “Today is not a good day to ask that”. Her friendly response was that she had to ask it. That is a problem! Management should give the cashiers a break for a week and allow flexibility in the script.

Common sense needs to prevail in customer service. Managers must clear the path for employees to engage with the customer in a real and genuine way. The script gets tiresome to your frequent customers. To keep your loyal customers give them authentic customer service.

Crossing the Line

I was shocked at my recent experience with a bank employee. Many organizations are striving for an emotional connection with their customer. This interaction certainly solicited emotion however shock was the wrong kind.

I was at my bank to close a small business account and transfer the amount to the general business account. Since the account is rarely used, the statements are issued quarterly. When reviewing the last one, I noticed fees were eating away at the balance. My request was a simple transaction. The customer service representative at the branch is a guy I have been served by often. When expressing the reason for my request, he leaned across the desk and said, “ I am so sick of this place”. I guess my look of raised eyebrows conveyed consent for him to continue. He stated his displeasure with the fees being charged to customers. His comments included a few choice and colorful adjectives to describe the fees. I was shocked by his comments and inappropriate language.

My thoughts ranged from –
Is this an awful place to work?
Is this his version of empathy for the customer?,
Does he think just because I am a frequent customer that he can be “honest” with me?
Should I tell the manager?

I really did not respond to any of his comments. He seemed to enjoy hearing himself talk. The paperwork was offered and I signed. Then he asked me an interesting question, “So what does Ford Group do, what is your business?” Of course, I was happy to tell him. His tone changed and his professionalism seemed to return.

I hope this situation causes you to check your team members. Ask these questions –
- Do you have an employee who is acting “too familiar” with a customer?
- Is someone crossing the line with language?
- Is someone so unhappy about a process or issue that they are sabotaging and comprising the organization?

Your challenge is to be aggressive in dealing with problem team members. The others know when it is happening and expect the leader to deal with it. Step up when an employee is crossing the line.

Make me talk about you!

Recent customer service experiences have me questioning why great service remains so elusive for many companies. Too much has been written on the topic for companies to still be so mediocre. Here is my latest list on what needs to be done to move past mediocre to buzz worthy.

Give these simple steps a try to get your customers talking about you –

1. Be kind. Manners count.
2. No surprises. Employ expectation management upfront for fewer calls and contacts later.
3. Know me. Show you know my history with your company.
4. Reduce my hassle factor. Don’t ask me for the same information twice – my
name, account number, issue.
5. Make my life easier. Follow up as you promise and be proactive.
6. Be different. Create a positive experience that is memorable and one that will get customers talking about you.

Simple does not mean easy to achieve. Yet staying on the sidelines of the customer service revolution is not the place to be. Get in the game to get customers talking about your company and its service.

The Power of "The Simple"

OK, here it comes, I am about to tell you something you know already --
Little stuff delivered well by your service team can create loyal customers. Whew, there I said it. Why? Because recent experiences reminded me of the power of “the simple”.

My daughter and I were shopping at Nordstrom for a pair of shoes. They were
actually flip flops for her and priced much higher than we normally purchase. The saleswoman was classic Nordstrom. She found the right size in the right color in the back. My daughter was questioning if this was the right size and after slipping them on, the saleswoman gave her a thumbs up stamp of approval. Here’s what I loved, – while I was signing the receipt, she looked at my daughter and asked, “Did you thank your Mom?” She did it in a very fun but motherly way. It was all very fitting and appropriate to her personality. It was a simple thing that worked well. Customer service combined with mothering is a good thing.

This next experience was at a Hyatt Place Hotel. While getting ready to speak
at a client’s team meeting, I needed to request an item from the staff. I ventured into the front desk area. The front desk team was quite busy so I wandered into the breakfast area where I was approached by Damian, part of the wait staff. I had not made eye contact with him, Damian just “saw” I needed help and asked what could he do for me. I love a proactive team member vs. the one who intentionally does not "see" the customer in need. Again, simple works.

At your next team meeting, discuss how the little, simple stuff can enhance the customer experience. Here is what simple can be –

Good manners
Anticipating the need
Thanking the customer for waiting or holding
Following up as promised
Calling to update on progress
Using the customer’s name
Ending the interaction with a sincere thank you

In my presentations, I speak about creating great customer experiences.
However, I believe the simple stuff is required as the foundation of customer service. That foundation creates an experience that is both valued and trusted by your customer.

Change Your Language and Change the Customer Experience

I am amazed at how a few simple words can transform the customer experience. Many people are quick to use language that can put the customer on the defense. Here’s my list of emotional trigger words and phrases along with the preferred option:

Trigger Words

Can’t
I don’t know
Policy
You should have..
Why didn’t you…
Now just calm down
The only thing we can do is…

Positive Options

Can
I can look into that
Here’s how we handle that
Answer or solve the issue
No blaming – just fix it
The best option is…

Start monitoring your language and hear how these phrases slip into your customer interactions. Most of the phrases invite defensiveness. Simply change your language.

For many organizations, creating a positive customer experience is quite a challenge, however changing a few words is a good place to start.

Oh, if you are wondering about the alternative to “just calm down”, there is not one. If you have the nerve to say it, go ahead and get back to me.

Customer Loyalty and Transparency

I am still amazed at how a customer has to complain before they qualify for the “better deal”. For example, I have been a customer with the natural gas utility company for over 25 years . Our payment history shows timely payment for those years. After receiving our last bill, I called to question the 100% increase from the prior month. I knew it had been colder and we had been at home more due to snow, however the large increase was still surprising. The customer service representative was very thorough in her explanation and I was a calm and receptive customer.

Here’s the issue – after coming to grips that the bill was accurate, she finally offered me the “better deal”. The company has a locked-in per therm rate which would have saved me over $100 on the bill in question. The locked-in rate is offered for 6, 12 or 18 months time periods. I am a savvy customer and I had never heard of this option. I am familiar with budget billing but not a lower per therm rate for a fixed period of time.

So, exactly when does a customer find out about this? Does it really mean calling to complain, and question a bill before I get this info? Again, I am a loyal customer with an impeccable payment record, this strategy does not make sense to me. Loyalty is at stake here, there are other natural gas providers I can choose from. Don't your best customers deserve the best treatment. Your best customers deserve good information to make informed decisions.

Are you guilty of having great offers but not telling your customers until they complain to you? Is it up to the customer to have an issue before they are informed of options? Are some of those options mostly used to lure the new customer but not offered to the long time loyal one? Don’t risk losing a customer due to your reluctance to share valuable information. Customers don’t like to think you are hiding from them, or worse taking advantage of them.

Be transparent. Be proactive. Show the customer you value them.

Customers Don’t Want Resolutions -- Just Action.

It is the time for New Year’s resolutions. Personally I am not a huge fan.
However, I am a fan of solid reality based goals and actions that match. Customers want companies to deliver and differentiate.

Here are recent statistics that prove customer service will improve your
bottom line. American Express reported that US consumers will spend 9%
more with companies that provide great service. 81% of Americans are
likely to give a company repeat business after a good service experience.
And 51% are likely never to do business with a company again after a
poor experience.

RightNow Technologies research shows that customer service is the most
influential thing a company can do to increase customer advocacy. 55%
of customers recommend a company because of its customer service. And
79% of customers that had a negative experience told others about it. It is
amazing to think what negative experiences and word of mouth can to do
your reputation and business.

The lessons from these statistics - Deliver an incredible service
experience, your customers will return, refer to you and even pay more.
Seems like a great way to start the year.

Average, mediocre and “look alike” customer service will not gain customer loyalty.

The new year is traditionally the time to re-focus and get serious about
goals. For customer loyalty, your customer experience better be at the top
of your goal list. Over the last few years, customers have made it clear
they want a relationship and a memorable experience.

Creating loyal, engaged customers is harder than ever. Here are strategies
to kick up your service experience.

1. Deliver service “their” way. Utilize many channels of access.
Customers want service on their terms and on their time-line. Access
means be available and responsive via a phone rep, your website,
email, Facebook, Twitter, live chat and even a phone app. Make
certain these make real connections and can create a relationship.

2. Be open and clear. You can’t hide from today’s customer. The
company must be transparent. With just a few clicks, the customer can
find out what others are saying about you. Join in the conversation on
Facebook and Twitter. Be fast, honest and responsive.

3. Be passionate. Engaged and passionate employees will create
customer loyalty. A 2009 research report by Gallup found that
companies in the upper half of both customer and employee
engagement got a 240% boost in bottom line results. Customers don’t
want dispassionate, robotic, scripted service delivery. Hire and train
well, then your employees can be “real” and sincere.

Add value and create an experience. In some cases that means just
make it simple. It means, captivate and fascinate. Do it all and
your customer will happily return and say positive things about you.
Value and a great experience are not new, yet many companies still
don’t get it. Be the company who does get it and executes accordingly.

Figuring out what customers want is not always easy. Yet not figuring it
out will affect your bottom line tremendously. It is time to re-focus and
renew your energy and efforts on the customer.