Category: Customer Service

Balancing Processes, You, and the Customer

Creating and running a business is not easy work. You have competing demands of your time, attention, and energy. Success increases that competition. Success increases the demands. You start to grow. You start to expand. Things start to break. The old ways are not…

Descriptions versus Reasons

Canadian Bacon. It is a thing we are into at the moment. Each week, I take a number. I stand in the long line. Numbers are called, I glance down at my number. More numbers, more glances. Don’t want to miss it. Anticipation. The…

Tell Them

I got to connect with an old friend the other day. We drove, we talked, we got coffee, and we talked some more. We talked about new starts and changes. We talked about career paths and work. We talked about good times and bad….

The Signs

There are signs everywhere. Literal signs. Stop signs. Directional signs. Yield signs. For Sale signs. Parking signs. You get the idea. Signs are everywhere, so much so that you may not even notice how cluttered our spaces have become with signs. My favorite signs…

The Customer Experience

I recently found Field Notes as a way to regain the lost art of writing things down. Their designer, Aaron Draplin is an amazing speaker [see his Ted talk], and you can tell his philosophy and approach have permeated the company and experience. [Let me…

Work Life Separation

We get a quick note on the weekend. “Sorry to bug you about work on a weekend, but I need…” Or a text late at night. “Hey, sorry, I know it is late, but can you send along…” And there was an email early in the morning….

The Attempted Compliment

Sometimes we become hardened towards those around us, even our customers. Prior interactions, prior conflicts, or prior assumptions cloud our current view. They complained, they were unhappy, they were…[insert specifics here]. Now we see them and the world through a tainted lens. I heard…

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