Customer Service Is More Than Easter Eggs

Credit: Mister GC FreeDigitalPhotos.net

As the Easter weekend approaches, I have continually reflected upon the morale responsibility shouldered by myself and others who claim to be #CustomerService advocates.

Being a person of the Christian faith,  I try to assess my actions through a lens that holds me accountable for the impact I have on my fellow man.  Whether in a business, social or personal setting, I aspire to deliver a level of service and care that can always be viewed favorably from a spiritual perspective.

Regardless of one's spiritual compass or lack thereof, I believe most civilized people have an intrinsic desire to care.  A desire to care not only for their neighbor, but also for the stranger who may cross their path only once.

I am also convinced there is an "inner voice" that incessantly drives us in the customer service profession.  This voice compels us to use whatever skills, knowledge and experience we have to make our piece of the world just a little bit better.

With this as a backdrop, I share the following.  This is my personal view of parallels between key aspects of customer service and spiritual guidance one can find in Biblical scripture.  I hope you find it inspirational in the continuing mission to deliver, as well as receive, good customer experiences.

• Success in customer service requires one to be adaptable, always willing to learn, with a special ability to communicate and build positive relationships with others.
  
  "...Let not steadfast love and faithfulness forsake you; bind them around your neck; write them on the tablet of your heart. So you will find favor and good success in the sight of God and man..."
  
    - Proverbs 3:3-4 ESV

• Customer service is most effectively delivered when one genuinely understands, cares for, and treats people in a manner that not only meets, but exceeds, how they wish to be treated.
  
  "...Do nothing out of selfish ambition or vain conceit. Rather, in humility value others above yourselves..."
  
    - Philippians 2:3 NIV

• The quality of communications during the customer service process can make customers feel important, appreciated and understood.
  
  "...Let your conversation be always full of grace, seasoned with salt, so that you may know how to answer everyone..." 
  
     - Colossians 4:6 NIV
  

• Even the most challenging customer situations can be handled in a positive, productive manner and result in a beneficial outcome for everyone involved.
  
  "...Fools give full vent to their rage, but the wise bring calm in the end..."
  
     - Proverbs 29:11 NIV

• The customer service reputation of any individual or organization can be enhanced, and additional customer loyalty gained, by going the extra mile and providing unexpected support.
  
  "...Whatever you do, work at it with all your heart, as working for the Lord, not for human masters..." 
   
     - Colossians 3:23 NIV
  "...For even the Son of Man came not to be served but to serve others and to give his life as a ransom for many..."
     
     - Matthew 20:20 NLT

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#CustomerExperience

How To Prevent Omni-Channel Cracks From Sinking You

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While one will see slight variations in how the Omni-channel #CustomerExperience is described, it is generally understood that such an experience provides customers a feeling of seamless interaction with a company. Regardless of which channels or how many the customer utilizes during the buying process, there is true integration of information flow and support.  The customer is not left feeling there are any gaps as they seek assistance via their telephone, desktop computer, mobile device or in the company's brick and mortar store

As companies strive to implement omni-channel strategies, they should ensure care is taken to identify factors that can cause the customer experience to appear less than seamless.  While companies may launch program components that are critical for an omni-channel operating environment, failure to properly address attributes most sensitive to customers will delay or potentially derail the desired strategic outcome.  The following example illustrates my point.

Most would agree that price is one of the more sensitive attributes from a customer's perspective.  I recently visited my local +Walmart to purchase some printer ink after comparing prices online between Walmart and other local providers.  To my surprise, I learned the online price offered was not the same as that in the store;  furthermore, the store could not honor the lower price as I stood at the register with product in hand.  My option was to order the ink online, obtain the lower price there, and Walmart would have my lower priced item in store the next day.  I could then pick up the item free of charge.  If I wanted the item shipped to my home, there were options for shipping intervals and associated charges.

In the spirit of full disclosure, I must admit I may have missed a notice on Walmart.com stating there was a difference between the online and in-store prices.  I also did not click over to review store prices after initially seeing what I thought was the item price.  Regardless, I felt there was a very real disconnect in my customer experience, primarily due to the inflexibility in honoring prices across Walmart's channels.  In this instance, there was a perceived crack in the seam of Walmart's channel approach.

There are business reasons such scenarios exists. These include different profit centers with different cost models, agreements with vendors, and other unknown factors that may keep channels from being totally consistent from a pricing perspective;  however, if a true omni-channel experience is the end-game, then finding models that enable pricing to be consistent across all channels is critical to success.

Pricing was the key sensitivity in this instance.  Omni-channel strategist must ensure they are keenly aware of how customer's view and prioritize all hot buttons that shape a seamless experience.  Failure to do so will result in the unraveling of omni-channel pursuits.

To receive notice of future blog posts, you can follow me via Twitter, Facebook , LinkedIn, or Goggle+.  I also invite you to view my website where you will find a link to all blog posts on the homepage.  I also have several Pinterest boards with content that may be of interest to you.

#CustomerExperience
#CustomerService

Use These 3 Key Steps To Spark Customer Service Personalization

courtesy Master Isolated Images at FreeDigitalPhotos.net

Ok, I admit it.  I may have a problem.  The topic of personalization as a growing #CustomerService trend has become an addiction for me over the past month.  A quick review of my latest blog posts will reveal that views on personalized service have been a focal point of my recent customer service musings.

I can't help it.  I continue to be intrigued by the topic.  I blame this obsession, in part, on my Dad who was a Southern Baptist minister. He demonstrated the power of personalized service in the way he cared for his congregation.  He delivered one of mankind's most important services to his target market in a manner few could; making those who looked up to him feel as if he clearly understood and anticipated their individual, specific needs.

courtesy ebony.com

Is this analogous to customer service as we usually discuss it from a business perspective?  I would argue it most certainly is.  The terms "service", "care", and "love" have broad application in scenarios where individuals willingly engage a company, or in this case a minister, to have their needs met.

+Tyler Douglas, Chief Marketing Officer at Vision Critical, recently composed an article that underscores a key requirement for getting personalization right.  The points raised in his article, Three Ways to Transform Your Business By Showing Customer Love, hit the bulls-eye.

It is great to see someone in Tyler's position publish insights aligned with thoughts I've had on delivering personalized service.  I encourage you to read his article which can be found here: https://www.linkedin.com/pulse/three-ways-transform-your-business-showing-customer-love-douglas.

At the risk of echoing some of Tyler's perspective, I share the following for your consideration when addressing personalization.

1. Remember the human element.

courtesy Pixabay

Regardless of your business type, every dollar of revenue generated comes from customers who are living, breathing human beings.  They wake-up each day, go to sleep at night, have bills, joys, pains, responsibilities and needs when they come to you for service.

Instead of a homogeneous group, you must be able to see the shades the gray that separate one customer's needs from that of another.  Unless you are serving identical twins, each customer is unique;  possibly requiring just a little different flavor of service to make their experience with you standout from your competition.

Think about this.  How might your approach to service change if the monies received for services rendered contained the face of each customer instead of a U.S. President?

2. Remove the customer mask.

Courtesy graur codrin at FreeDigitalPhotos.net

Tyler cautions readers to "stop seeing customers as data points" and to "look beyond social media analytics".

In line with these thoughts, I believe organizations must not allow CRM systems, social networking trackers, call center metrics reports and other customer insight tools to mask drivers of customer behavior. Knowing what the customer's face truly looks like and what they really want may not always be revealed by data analysis.

There is a person behind each customer service report generated.  Your vision of the customer can be distorted by the mask created unless, as recommended by Tyler, you actually engage your customers directly.

3. Close your eyes so you can see the customer clearly.

courtesy imagerymajestic at FreeDigitalPhotos.net

To personalize service you must see the world through your customer's eyes. Customer journey mapping can help and definitely should be used; however, I also recommend use of an approach that is a bit less complex.

Take the occasional moment to stop, sit back, close your eyes and become your own customer.  Better yet, place a close family member or friend in the customer role.  Envision how they would be touched along each service path you have established.  Consider what must be done to deliver the level of personalized service you would want them to receive.

I began this post by stating I may have a problem.  Now that I think about it, I won't use the term "problem" as a descriptor for my obsession with customer service personalization.  Instead, I will embrace my obsession and be thankful for my acute sensitivity to its importance.

I challenge every enterprise seeking to maximize their customer service success to boldly wear personalization on their sleeves.  At the end of the day, the good work we do at the personal level in all aspects of our lives truly rules the day.  By the way, it's also good for business.

To receive notice of future blog posts, you can follow me via Twitter, Facebook , LinkedIn, or Goggle+.  I also invite you to view my website where you will find a link to all blog posts on the homepage.  I also have several Pinterest boards with content that may be of interest to you.

#CustomerService
#CustomerExperience

Take These Key Steps To Prevent Losing Your Customer Service Balance

courtesy kevint3141 via Flickr

If you have ever attended a circus, I am sure you would agree the high wire act is among the most exciting spectacles one could witness.  Take away the safety net and suddenly the stage is set for a death defying feat.  A feat where only the performer's skills and precision prevents a tragic ending.

While life and limb are not literally at stake, I find there is a delicate balancing act that occurs regularly under the big tent that is called #CustomerService.  This balancing act makes customer service the intriguing, interesting, and yes, exciting discipline it is.  Walk the tightrope successfully and your customers will cheer.   Stumble, and you run the risk of a prolonged free-fall during which customers will exit your business arena.

This balancing analogy occurred to me after recently reading two very interesting articles.

The first was an +Adam Ramshaw article recently shared by +Bill Quiseng.  Adam's article is entitled Proof that Exceeding Promises Does Not Pay Off.  The post can be found here:  http://billquiseng.com/2015/01/26/adam-ramshaw-proof-that-exceeding-promises-does-not-pay-off/.

In the article, Adam presents compelling research that shows over delivering on customer promises can have a lower return on investment than one might expect. The article goes on to explain why WOW'ing does not always work.  It also states the approach found to be most effective in driving customer loyalty; specifically, consistently doing what you say you will do.

Adam's article highlights a key balancing act those responsible for customer service must seek to master.  On one hand, making promises and allocating resources in a manner that ensures customer expectations are consistently met; while on the other hand, setting expectations and utilizing resources in a manner that ensures the service provider realizes a maximum return-on-investment when a WOW! experience is delivered.

courtesy Aaron Sneddon

The second article supporting my balancing act analogy was also shared by Bill Quiseng.   Entitled What Customers Really Want - And How To Deliver It, author  +Michele McGovern  offers research that provides insight into consumers' relative desire for personalized service.  You can read the article here: http://www.customerexperienceinsight.com/what-customers-really-want-and-how-to-deliver-it/.

Michele's article makes it clear that while personalization is important, there is an apparent stronger desire for efficient transactional service among consumers surveyed.  Balancing efforts required to address personalization with those necessary to continually enhance service efficiency presents a challenge for those charged with delivering the best customer experience.

Adam's and Michele's articles are representative of the many interesting factors that drive customer service advocates to continually assess their strategies.  There is not a magic formula into which all decision making criteria can be placed and a perfect balance calculated;  however, the following is offered as an aide in walking the tightrope.  Consider these factors when looking to achieve a strategic and operational balance while pursuing your customer service initiatives.

• Validate before you chase.
  
  Ensure your data mining programs provide the clearest picture possible of customers' current and evolving demands.  While you should always monitor trends touted by others in the customer service field, let solid research, specific to your market segment(s), dictate where customer experience resources are invested. Ensuring resource allocation is guided in this manner can proactively position you to meet customer needs and is one of the surest ways to strike an effective operational balance.

• Don't hesitate to imitate.
  
  If competitors are holding a strong position or gaining an advantage with customers, seek to understand what they are doing.  Insights gained into their approach will help you determine if adopting similar courses of action might be advantageous.  Always exercise caution.  Ensure the reason for taking any new paths are clearly understood within and fully supported by all the key stakeholders within your organization.

• Get the most bang for the buck.
  
  In an ideal world, there would be an unlimited banking account from which we could fund every customer service initiative desired.   Balancing competing ideas and priorities would not be a major issue;  just continue throwing resources on top of the programs until they produce the anticipated response.
  
  In the real world, achieving the best balance possible requires trade-off's. These trade-off's are very often determined by their relative financial impact.  Businesses must be diligent in their efforts to assess the true costs and returns of customer service initiatives.  When comparing customer service to other business operations, the balancing act between competing financial priorities may not occur within a single fiscal year. Utilizing resources in the most financially prudent way may require impact analyses that span 2 or more years.

courtesy dream designs FreeDigitalPhotos.net

At times, navigating the increasingly important world of customer service can seem like a high flying trapeze act.  The best performers will strike the right balance between competing strategies and operational priorities.  In the process, they will deliver to their customers service experiences that keep them coming back for more.

To receive notice of future blog posts, you can follow me via Twitter, Facebook , LinkedIn, or Goggle+.  I also invite you to view my website where you will find a link to all blog posts on the homepage.  I also have several Pinterest boards with content that may be of interest to you.

#CustomerService

#CustomerExperience

4 Keys To Leaving A Customer Speechless - Personalized Service The Blue Willow Way

I never ceased to be amazed at the manner in which life unfolds.  I believe the pages of events in our lives turn as directed by a divine script;  a script I believe is written to ensure we learn, prosper and share our knowledge to the greatest extent possible.

My customer experience while recently visiting an area restaurant not only reinforced this belief, but also provided an exceptional example of why companies should embrace a major #CustomerService trend for 2015.

Courtesy Stuart Miles FreeDigitalPhotos.net

My last blog post focused on the increasing importance of "personalized service" as a competitive differentiator in the realm of customer care.  As stated in the post, companies seeking to win the market must find a way to make their service feel more personalized and tailored to each customer.  Achieving this requires leadership that views the customer as the heartbeat of its operations while understanding all business is personal and contains a human element.

Several days after publishing these thoughts, I dined at the +Blue Willow Inn Restaurant & Gift Shop with a group from our church.   In the days leading up to the Blue Willow visit, thoughts around topics for my next blog post centered on social media's impact on customer service;  however, my experience at the Blue Willow and a special person we met there compelled me to delay the social media article for a later date.  The experience had such an impact, it pushed me to share more with my readers on the topic of personalized service.

~ It Felt Like Home ~

The Blue Willow Inn Restaurant is located in Social Circle, Georgia, approximately 45 miles from the heart of downtown Atlanta.  Being nationally cited as one of the best restaurants in the Southern United States, my wife and I had long ago placed the Blue Willow on our list of "must do" dining establishments.  When our church group chose the restaurant for an outing we were excited. We looked forward to finally making the short drive and seeing if the Blue Willow would indeed meet our lofty expectations.

Our experience within the restaurant did not disappoint.  From the moment of our arrival, we were warmly greeted and made to feel "at home".  This feeling was accentuated by the restaurant's interior design and decor.  A dining environment that, while open to a degree, made one feel as if they were sharing a meal in their personal home with friends.

Even though the Blue Willow has a buffet service approach, the buffet was presented in such a manner that you did not feel as if you were lining up in a corporate cafeteria.  The attention given to the food layout and flow of diners was such that it felt more intimate and personalized (there's that "p" word again....).  To top everything off, the food was truly exceptional.

~ A Personal Service Angel ~

We enjoyed our meal so much, we decided to linger a while longer and visit the Blue Willow's Gift Shop.  This decision led to our meeting a very special lady.  Someone whom I view as being a true customer service angel.  An angel with an innate ability to deliver personalized, customer experiences.

Before entering the gift shop's doors and being greeted with a cheerful hello, I had never met Judy Staples.  Judy was very personable and engaging as our small group walked around the shop and checked out its interesting assortment of items. She asked where we were from and if we had visited before.  She also provided additional information on the Blue Willow's history as well as details on any specific items in the shop that peeked our interest.

As we were winding up our visit, an item on the bottom of a small stand near the checkout counter caught my eye.  It was a beautiful wooden and ceramic serving tray emblazoned with the logo of my beloved University of Georgia Bulldogs.  Unlike other items in the shop, the tray did not have a price tag on it; therefore, I assumed it was not for sale.  After some gentle persuasion from my wife, I decided to ask about it.

Judy's response to my inquiry about the tray left me temporarily speechless.  Her reply.....

"It's not for sale, but you can have it....."

I could not believe what I just heard and could only respond with....

"Say what?..."

Judy went on to explain the tray was not priced for sale due to a couple of small, barely visible, cracks in the ceramic tile.  However, she wanted to give it to me.  She heard me state I was a University of Georgia graduate and wanted to bless me with the gift. Her response as I tried to say I could not accept was......

"Don't block your blessing."

With that, I was officially blown away.  I stood there with goosebumps and a small lump in my throat due to the touching and very personal nature of her kind gesture.   All I could do was give her a hug.

Judy's care for this previously unknown group of potential customers that entered her shop did not stop there.  She also gave our group's leader a copy of Great Men Bow Down, a book authored by Gordon Lawrence.  Judy stated she wanted to give the gift since she understood he was leader of our church group and believed he would enjoy it.

By now we were all amazed at the kind spirit and truly caring person that stood before us.  Even though we had not purchased anything, Judy understood and plugged in to our personal wants and desires.  The personal connection she made was emotionally tangible.  It ensured our next visit as paying patrons of the Blue Willow will be one of many more to come.

~ Lessons Related To Personalized Service ~

Even though The Blue Willow Inn Restaurant and Gift Shop does not have the size and national presence comparable to Morton's The Steakhouse or other widely known brands, there are 4 key lessons in personalizing service that can be learned from their operating approach.

1. Process flows that serve a large number of customers can be designed to give a more personalized feel.
   
   The Blue Willow's buffet line serves thousands; however, their understanding of what customers expect when they dine in a cozy home environment helps them with layout and placement of food items.
   
2. Every touch-point is interconnected from the customer's perspective.  Each is important in delivering a feeling of personalized customer service.
   
   In addition to its buffet lines, the Blue Willow strives to provide a level of personal connection through the various contact points a customer experiences.  It's dining rooms are adorned with pictures, memorabilia and other items customers in its target market might connect with.  The restaurant's front porch includes large rocking chairs that convey a comfortable and personally welcoming "at home" feeling.  A great experience in the restaurant might compel a customer to visit the gift shop where the feeling of being personally cared for continues.
   
3. Organizations that excel in providing the best personal service must have individuals who are genuinely sincere in their commitment to understanding and serving the customer.
   
   You must deliver service in a manner that hits the mark based on customers' individual needs, wants or desires.  Achieving this requires a commitment on behalf of every person who plays a role in shaping the overall customer experience.  From executive management to the front-line service representative, you can't fake personalized customer service.  Making the personal service connection requires the execution of policies, processes, and resulting actions that reflect a true understanding of what resonates with the customer on their level.
   
4. Leadership must ensure personalized service is woven into the organization's cultural fabric.
   
   The Blue Willow Gift Shop's mission statement is shown below.  The spirit of service reflected in their statement permeates its operations and is manifest in the personnel working there.  As a result, customers are cared for on an individual level and their business continues to flourish. Creating a culture of personal care is critical to realizing the benefits of this increasingly important customer service trend.

To receive notice of future blog posts, you can follow me via Twitter, Facebook , LinkedIn, or Goggle+.  I also invite you to view my website where you will find a link to all blog posts on the homepage.  I also have several Pinterest boards with content that may be interest to you.

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#CustomerExperience
#custserv

Do Not Miss This Customer Curve

Now that January is in full swing, I occasionally reference various articles that predicted #CustomerService trends for 2015.  I generally agree with the items identified by those who gazed into the crystal ball;  however, there is one expectation I believe reigns supreme.

This expectation represents the very essence of impactful customer experiences. Failure to address it will significantly diminish the impact of all other customer care initiatives any organization might undertake.

The need for more "personalized service" has been highlighted as a key imperative for 2015.  This is usually viewed as service that is less scripted, less cut from a standard mold.  Instead, the service experience is more tailored at each touch point to the specific needs and expectations of the target customer.

While personalizing service can be a challenging task, any organization desiring lasting marketplace success must find a way to effectively address the challenge. Otherwise, they risk losing a chance to differentiate themselves from the competition.

Courtesy Stuart Miles FreeDigitalPhotos.net

In his widely acclaimed book, Diffusion of Innovations, Everett Rogers introduced the technology adoption life-cycle model.  The model is a bell shaped curve that describes the adoption of new products or innovation.  This adoption cycle is based upon characteristics of specifically defined adopter groups.

The model indicates that the first group of people to use a new product is called innovators, followed by early adopters.  Next come the early and late majority, and the last group to eventually adopt a product are called laggards.  There are various benefits and costs that are realized, depending upon where one falls on the adoption curve.

Thinking about the trend of personalizing customer service, it occurred to me that Roger's model can be used to group companies that are currently reaping the business benefits of serving customers in a more personalized manner.  The model also captures those organizations who sadly might miss the boat.

Like Innovators found in Rogers' adoption model, +The Ritz-Carlton exemplifies companies on the leading edge of personalizing customer service.  Way before the calendar turned to 2015, The Ritz instituted a culture and supporting processes that enables its team to make each guest feel unique and special.  The same can be said for Zappos (+Zappos.com) and the customer experiences that result from their WOW! philosophy.

It will be interesting to see who follows the innovators.  Organizations that drive themselves to become part of the early adopters and early majority class when it comes to delivering more personalized service, will find themselves on the upside of the adoption curve in 2015.   These organizations will set themselves apart.  They will be poised to retain and capture new revenue from increasingly demanding customers.  Furthermore, they will have the opportunity to raise the customer service bar and take market share away from organizations that are late to the party, namely, the late majority and laggards.

Courtesy cool design FreeDigitalPhotos.net

Not every organization can or should mirror The Ritz or Zappos in their approach; however, every organization should assess their culture, strategic, operational and financial plans with an eye toward supporting more personalized customer service strategies.  Easy to do? No.  Is it possible and critical to long-term success. Absolutely.

Driving an organization to deliver more personalized service starts with courageous leadership.  Leadership that never forgets these truths:

(a) The heartbeat of every business is the customer.

(b) At its core, all business is personal and contains a human element.

These truths can sometimes become blurred under the pressure of performance metrics that are not linked to the customer in some clearly defined manner. Managing though the blur to ensure all aspects of the business can be viewed through a customer lens will help companies on their path to devising and implementing viable, personalized service programs.

I

Courtesy Stuart Miles FreeDigitalPhotos,net 

To receive notice of future blog posts, you can follow me via Twitter, Facebook , LinkedIn, or Goggle+.  I also invite you to view my website where you will find a link to all blog posts on the homepage.  I also have several Pinterest boards with content that may be interest to you.

#CusomerService
#CustomerExperience
#custserv

Absolutely Amazing How This Brief Sentence Echoed Exceptional Customer Support

"Everything we do, even the slightest thing we do, can have a ripple effect and repercussions that emanate.  If you throw a pebble into the water on one side of the ocean, it can create a tidal wave on the other side."
     - Victor Webster

Image Courtesy Seaskylab at FreeDigitalPhotos.net

Those of us in the business of creating better customer experiences repeatedly hear the following:  When comparing positive and negative customer experiences, people are twice as likely to share a negative experience with someone they know.

Various studies have validated this reality.  A scary reality due to lost sales and other dire consequences it can have for companies that do not take customer service seriously.

While we live in a world where bad customer service reviews on social media can reek havoc on business success, I was recently reminded of the powerful impact one-on-one conversations can still have;  especially when these conversations are innocently shared with others.

During a recent visit to my local supermarket,  I overheard the conversation of two gentlemen who were in the same checkout line as myself.  They were comparing the number of open registers and wait times at the supermarket to that of a nearby, national retailer.  While there were several people in our line and other lines, the gentlemen focused their comments on the retailer's customer service.

One gentleman was most annoyed with his experience of having to wait in a very long line due to the retailer having only one checkout lane opened.   He contrasted that experience to the one we all were currently sharing.  One where the supermarket had several registers operating and moved quickly to open additional registers if the lines extended beyond a certain point.

As he prepared to launch into a new topic of discussion, he concluded his comments with a simple, 5 word sentence that captured the essence of his satisfaction with the supermarket.....

"They do pretty good here."

While I and others in line were not party to the gentlemen's conversation, I know we all heard the story and that great 5 word sentence.  A basic, yet powerful sentence all companies should wish to hear from their customers.

Image Courtesy Boians Cho Joo Young at FreeDigitalPhotos.net

Customer service has an echo that ripples and resonates with existing and potential customers. The ripple of good customer service creates a beautiful, gentle wave that captures others and can be ridden to business success.  The ripple of bad customer service creates a vortex that dampens and can potentially drown a company's aspirations.

I'm pretty sure the gentleman with the bad customer experience had not taken to social media with his concern about the retailer's long checkout line.  I am also sure none in our supermarket line felt compelled to tweet, Facebook, Instagram or use other media to relay what they heard;  however, I am very confident there was a ripple effect created by the customer service perspective we all overheard.

As social media platforms continue to have an ever increasing impact on customer service perceptions, let's remember the still powerful, far-reaching impact basic face-to-face, person-to-person communications can have on the customer experience landscape.

Image Courtesy Stockimages at FreeDigitalPhotos.net

By the way, kudos to Publix for being the supermarket referenced here.  Yeah, they tend to do pretty good there.

To receive notice of future blog posts, you can follow me via Twitter, Facebook , LinkedIn, or Goggle+.  I also invite you to view my website where you will find a link to all blog posts on the homepage.

I also have several Pinterest boards with content that may be interest to you.

#CustomerService
#CustomerExperience

A Customer Advocate's Unique & Deeply Personal CHRISTMAS List For 2014

Like many of you, this holiday season is a time of reflection for me.  I think about the road traveled since the beginning of 2014.  I think about the good and maybe not so good decisions made.  I think about actions taken that appear to have had a positive impact.  I also think about things I would do a bit differently if given the chance.  Yes, there is a lot to think about.

2014 has been a year of major change and life altering decisions for me.  After many successful years in the telecommunications industry, I left a corporate position with Level 3 Communications in early 2014.  I made this decision after determining my passion for helping and serving others could best be lived by better aligning life with my core values.

While there were and remain certain risks associated with the move, I do not regret the opportunity this decision has given me to pursue my mission of customer service advocacy.   It is a mission I love and share with many great people.  People whom I consider kindred spirits in our desire to make this world better by improving upon the commercial, charitable and other societal interactions we have with each other.

In the spirit of this special season, I briefly share my personal reflections on 2014 below.   I believe some of these thoughts will ring a bell with you.   At a minimum, I hope they give you a brief respite from the busy holiday season and bring you a little C.H.R.I.S.T.M.A.S. cheer.

C  is for Customers.

I am thankful for the opportunity 2014 has given me to establish a business focused on improving the customer experience.  Working on something you truly care about is indeed a labor of love.

H is for Home.

Home and family are blessings to be cherished above all.   I am grateful I was able to spend more time with family during 2014 than at any other point in my career.

R is for Rejection.

I appreciate each rejection received during 2014.  Each has made me stronger. Each has ensured I stayed on the right path, divinely bringing me closer to achieving the goals to which I aspire.

I is for "I".

2014 underscored the truth I have always understood.  The extent to which my dreams are realized is related to the amount of passion and the effort I put forth.  In addition, I am solely accountable to those who put their trust in me.

S is for Self-respect.

As has been the case throughout 2014, I must always be able to look in the mirror and not be ashamed of any decisions I have made or actions I have taken.

T is for Thankful.

I am forever thankful.  I am thankful for a strong family, faithful friends, new dreams and opportunities 2014 has yield.  I am also thankful for the many new associates and great people I have encountered in my customer service quest; such as those in my Google+ communities and Tuesday  #custserv Twitter chats.

M is for Meaning.  

2014 seemed to pass by quickly.  It serves as a reminder that time on this Earth also passes quickly.  If I am to leave a noteworthy legacy of helping others, I must live a life and pursue actions that have strong meaning and purpose.

A is for Achievement.

Good efforts are commendable, but actual achievement of clear goals and objectives rule the day.  Being my best in service to others requires achievement.

S is for Salvation.

I am thankful for the spiritual salvation and the corresponding faith that sustained me throughout 2014.  I remain encouraged by the love for humanity and salvation that is celebrated this time of year, and the "love" for people intrinsic in improving the customer experience.

Merry Christmas everyone.  May all your customer service wishes come true.

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Your Process Is Killing Me. You Need Customer Service T.E.A.

Credit: zirconicusso via FreeDitigalPhotos.net

I am continually amazed at the never ending source of customer service improvement stories that come my way.  Below I briefly share the latest two stories and key business lessons, courtesy of my wife, Theresa, and sister-in-law, Beverly.

My wife's story involves a nearby +McDonald's  franchise.  An interesting tale involving a simple drive-thru order for a combination meal that took an unexpected turn.

After being informed the soda dispensing machine was broken and they could not serve Sprite at the drive-thru window, Theresa was given a choice of either water, tea, orange juice or milk.  Being a fan of McDonald's $1.00 sweet tea, she chose that as her drink and proceeded to the pick-up window.  Upon reaching the window, she was given her meal with tea; however, the drink was served in a medium size cup that normally accompanies the combination meal and not the larger cup size in which McDonald's serves their $1.00 sweet tea.

Given that a medium sized drink's cost is normally slightly higher than the $1.00 charged for their sweet tea, my wife asked if she could have the larger tea.  She was told they could not make the exchange; however, if she wanted to walk into the store, the soda-dispensing machine in their seating area was working and she could have the Sprite initially requested.  After a moment of quiet disbelief at what she was just told, Theresa decided to let the situation go, accept what she had been given and drove off.  We have since discussed why they could not have obtained her drink from the working soda machine and other customer service challenges experienced at this McDonald's.  As one might expect, our visits to this store have diminished since it opened, now occurring only when a more desirable, viable food option is not present.

My sister's early morning visit to a local +Dunkin' Donuts  provides the setting for customer service story #2.  As she often does on her morning commute, Beverly stopped for coffee and a bagel one recent morning.  To her delight, there was a sign outside advertising a special promotion for the coffee she loves so much.  3 bags of coffee for $19.99.  A good deal considering the product's normal price.

Inside the store she picked up 3 bags of coffee and proceeded to the register for check-out;  however, upon being informed of the total cost, she questioned the clerk about the coffee special since it was apparent the special promotion price was not being applied.  The clerk stated he was not aware of any special pricing and called over the store's manager for assistance.  The store manager was also unaware and went outside to view the promotional sign after being informed of it by my sister. Once back inside, the manager stated that specific promotion was no longer in effect.

My sister, being the ever vigilant consumer she is, asked why they would still have signage in place promoting the special if it was no longer valid.  She continued to press for the promotional price.  The manager then informed her they could not give her the promotional price because they did not know how to overwrite the initial price charged in the register with the promotional price;  nor did they know how to separately ring-up the promotional price since it was no longer in the system.   They could void the initial price charged, but that was about it.

After a brief period of silence to see if any other solution might be offered, Beverly assumed the "forget it" mindset.  She asked them to void the sale minus her individual coffee and bagel (which her early morning commute demanded).  She then left the store, much less satisfied than she otherwise would have been.

The common theme across both stories is the way in which operating processes prevented my wife and sister from receiving the product or service expected.  Their experiences underscore the need for truly customer oriented enterprises to incorporate steps that ensure established procedures do not result in disgruntled and subsequently "former" customers.

Credit: 2nix via FreeDigitalPhotos.net

"Process" is defined as:

 "A continuous action, operation, or series of changes taking place in a definite manner; a systematic series of actions directed to some end."  

If, in addition to achieving operational cost efficiency, the end result of an organization's process is to ensure customer retention and growth, then businesses must be keenly aware of process deficiencies that negatively impact customer service.  If the company's operating manual does not include an "immediate recovery strategy" for customer service situations that do not follow standard operating procedures, then a process gap exists that must be addressed.

In her blog post entitled 15 Ways to Improve Customer Service at Your Business, Mary Shulzhenko includes as item #12:

"Know how and when to bend certain customer service policies, especially for long-term , loyal customers."

This concept is mission critical to any organization's long-term growth.  It also serves as a backdrop for my 3 keys for maintaining alignment between operational processes and positive customer service experiences.  I refer to these as the T.E.A Strategy, due in large part to my wife's customer service experience at McDonald's.

#1. Train employees thoroughly. 

A business should never place their customer facing personnel in a position where a lack of process or systems knowledge could potentially create a negative customer experience.  Organizations should ensure customer facing employees understand where and how its operations directly touch the customer; furthermore, these employees should possess the knowledge to handle customer issues in a timely, satisfactory manner.  This includes having immediate, direct access to management and operational personnel who can provide lifeline support to help resolve customer issues, regardless of time of day.

#2. Empower employees.

Businesses should hire and retain customer facing personnel whom they can empower to manage its most important asset, the customer base.  Organizations should establish a framework within which front-line employees are empowered to go outside of standard process when deemed necessary to solve customer problems.

This empowerment should include a streamlined feedback loop from customer facing employees to business process owners and decision-makers.  This channel should be used to funnel real-time information on process detours required to solve a customer service issue as well as employee recommendations that can aide in continuous process improvement.

#3.  Adjust financials.   

While not an easy task initially, organizations should determine the best means of adjusting standard financial projections to account for unexpected, "out of process" customer service costs.  This becomes easier as the tracking and correlation between customer service problems and financial impacts resulting from unexpected operational events improves (e.g. material shortages, processing delays, returns due to quality, etc.).

When have you seen a company refusing to step out of process to resolve a customer service issue?  We would love to hear your story.

To receive notice of future blog posts, you can follow me via Twitter, Facebook , LinkedIn, or Goggle+.  I also invite you to view my website where you will find a link to all blog posts on the homepage.

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The Most Remarkable Restroom Visit Ever: A Model Customer Experience

Credit: Artur84 FreeDigitalPhotos.net

Earlier this month I had an important business meeting in Fort Lauderdale, Florida. Since I live in the Atlanta, Georgia area, my travel plans included departing from Hartsfield-Jackson International Airport.  What normally would be a routine journey through the airport en-route to my flight resulted in one of the most inspirational customer service moments of my career.  I was utterly amazed to find such inspiration accompanied by the sound of flushing toilets.

Over the din of hurried travelers, running water and closing doors, imagine hearing the following as you enter an airport concourse restroom.....

"....Welcome to Atlanta gentlemen.  If a door is closed it is being occupied by someone else.  Please be patient.  This is the smallest bathroom on the concourse. Bathrooms 23 and 29 to your immediate right are 2 times larger than this one. Bathroom 9 to your left is 2 times larger than this one.  Please exercise the urinals in the front as well as the back.  Please allow the technician to service your restroom for cleaning purposes. For those who smoke, your smoking area will be in B-9 and B-24, that's B-9 and B-24.   Welcome to Atlanta gentlemen....."

Credit: Bill Longshaw FreeDigitalPhotos.net 

Over the course of the next few minutes, I heard this announcement clearly, pleasantly and professionally repeated by the restroom attendant as he happily went about his work.  While many rushed in and out as they hurried toward their next destination, several people gave the attendant tips and verbal compliments for his attitude and approach to the restroom job.

I had to meet this man.  Not only to tip and compliment him, but also to learn what drove him to turn a routine restroom visit into one of the best "customer experiences" I have ever had or observed.

With all due apologies for the less than professional photography, please meet Vincent.  What a man he turned out to be.  His story is compelling and reminded me of the following quote from the legendary football coach, Vince Lombardi.

"The price of success is hard work, dedication to the task at hand, and the determination that whether we win or lose, we have applied the best of ourselves to the task at hand."

Vincent

I learned Vincent lost a good job in the medical field when Atlanta's South Fulton Hospital closed.  He was able to secure a job at the airport and currently makes slightly more than $7 per hour.  While the pay is less than his prior job, Vincent views himself as going through a "valley experience".  This being a reference to the Biblical story of Job and the trials God placed Job through before rewarding his faith; eventually delivering and blessing him with more than he previously possessed.

I asked Vincent what drove his positive, enthusiastic approach to the restroom attendant job.  Did he receive any special customer service training at the airport? His response, "Nope.  I just try to make the best of every situation.  I have always approached life that way."

Vincent continued by explaining that he likes to make people feel happy and welcomed.  He loves serving people stating, "I am a people person."  He wants to give people his best regardless of the situation he may be in.

It was amazing to learn that the passion evident in serving his restroom customers emanates from within and not from any specific directives or training received.  In addition, by calling himself a "restroom technician" he elevated what others might view as a mundane job into one with a perceived higher status.  His passion and perspective have been unmatched by any restroom attendants encountered during my business travels.

Vincent's story reinforced my believe that those who excel in serving customers have a special DNA.  He is the living, breathing embodiment of the customer service DNA I wish could be cloned and implanted into all customer-facing personnel.

At his core, he is a genuinely good person.  The type of individual those seeking true customer stewards should treasure.  A person who would be a great customer advocate for any organization, regardless of industry.  One who could be trained on a company's product or service, placed in front of customers and a love affair would develop.   A love affair fueled by the customer's appreciation of the demeanor, working approach, and commitment to serve displayed by the individual.

I left my conversation with Vincent with a sense of heartfelt appreciation.  He reminded me of why I have a passion for customer service and continue to fight the daily battles.  It's basically all about fostering the type of joy created in this world by inspirational people like Vincent;  envisioning the "better place" this world can be when you have people like Vincent who seek to serve in ways many would never dream of.

What is the most interesting place you have found remarkable moments of customer service?  Please share your story and comments.

To receive notice of future blog posts, you can follow me via Twitter, Facebook , LinkedIn, or Goggle+.  I also invite you to view my website where you will find a link to all blog posts on the homepage.

I also have several Pinterest boards with content that may be interest to you.

#CustomerService
#CustServ
#CustomerExperience
#CustomerSatisfaction