When I first meet with a client organization’s executives to discuss a planned customer service initiative, it’s not uncommon for the group to be overwhelmed with the scope of work to be done. I often see the “deer in the headlights” looks on their faces as the leaders wonder what they’ve gotten themselves into.

Here is a great question: “Are you easy to do business with?”

That may sound like a simple question, and you may immediately want to say, “Yes!” However, I urge you to take a close look at how you are perceived by your customers and fellow employees.

Certain companies create an image that they are extremely easy to do business with. Their sales people are friendly. They bend over backwards to take care of you. They provide a “hassle-free” experience. They never question a return. Most people (especially me) love doing business with a place like this.

Today’s new buzz words in the world of customer service are “customer engagement” and “customer centric”. The concepts are very valid and important to create a relationship with the customer. But as I read the articles I can’t help but think these are just new phrases for the same old stuff that has been around forever. It is all a reminder that we are in business for one reason – to service and sell the customer. The customer holds all the cards and the customer rules. Seems pretty basic.

I’m working on a project right now. It’s a big project. I’m excited about it. And I think it has great potential.

But you wouldn’t know about it. I haven’t mentioned it. That’s the lesson of this post:  if I don’t tell you I’m working on something, you have no idea what I’m doing.

I wanted to call this article “Sharpen Your Customer Focus or You Will Lose Customers!” but a few of my colleagues thought this was a bit too blunt. Absolutely true mind you, but blunt.

Then I thought why not make the headline a question; “How Many Customers Are You Willing To Lose Today Because of a Lack of Customer Focus?” Again, true but too direct. So in the end I went with what you see above.

Last night I had a fun (and lengthy) text conversation with one of my nieces. She’s in college and 5 hours away so we don’t see her as much as we’d like. And being a busy college kid, phone conversations with her are not very common.

In fact, our “kids” (12 nieces and nephews) are the primary reason my wife and I both upgraded our cell phones and plans to make it easier (and affordable) to do a lot of texting. Other than live visits, text message conversations are the most common way we can stay in touch with them.

My wife and I stepped into a Plato’s Closet clothing store in Dayton, OH, yesterday at about 3:48pm. There was a poorly written sign on the door that said the store would be closing at 4pm so people could get home for trick or treating.

The venue had been selected. The invitations had been sent.  And Border Cantina, a Mexican restaurant in Novi, Michigan was ready for the arrival of 28 women with gifts in hand.  The happy bride-to-be and her fiancé plan on saying their vows on a sandy beach in Mexico. So, when it was time to plan the shower, those of us hosting the celebration thought it would be fun to follow the Mexican theme in our own home town.

I heard a very interesting observation from a 14 year old young man the other day.

“Why don’t they sell swim trunks in July?  That’s when I need them.  Seems like stores aren’t very focused on what their customers need!”

Now, I know all you folks out there in retail-land have your reasons for why this occurs.  Seasons for the industry are not the same as the seasons for consumers.  Inventory needs to be cleared out for next season’s merchandise.  I am sure you can share more.

Little things make all the difference in customer service. They can contribute to a positive and memorable experience. They can ruin an otherwise decent situation. An otherwise completely average encounter can turn into a source of endless referrals by adding a little thing or two.

I’ve had a few recent examples:

At my favorite sandwich shop I order a French Dip sub but I notice their roast beef is pink. I prefer mine cooked all the way through. As I start talking about an alternative, the young man taking my order makes a suggestion:

Some of you know that a second, updated edition of my book, Unleashing Excellence: the Complete Guide to Ultimate Customer Service, coauthored with Teri Yanovitch, was released last fall. Part of the publishing process included getting reader endorsements, which appear on the book jacket.

I  sent the manuscript to several “celebrity” business authors; those who have written business books that have appeared on the best-seller lists. While celebrity endorsements don’t guarantee sales, they certainly don’t hurt. My mindset in sending the manuscript to well known authors was, “The worst they can do is say no.”