Recently I was at a youth mentoring conference. One of the topics we found ourselves discussing was how challenging it is for many adults to relate to kids. This is a major obstacle to recruiting mentors for kids.

After thinking about how I interact with kids (of all ages) I concluded the best way to connect with them is simple. Just pay attention. Look at them, ask them questions, listen and be there for them. Focus on them completely. Do this and they’ll bring you into their world.

Most people will point to the cell phone as something good for customer service because no matter where they are, they can try to help the customer. While this may be true, the cell phone hurts customer service more than it helps.

Earlier this year I was talking with a business owner about his company’s business planning. He had spent a fair amount of time looking ahead and thinking about the revenue he wanted his company to produce this year. Planning like this is good when it helps us focus on the things that make our business better.

But often, we focus on the wrong things, like revenue.

You’re going to think I’m nuts. Or maybe you already do. Maybe you’re nuts and that’s why you like reading this newsletter. Doesn’t matter. Either way, I’m going to write the shortest article I’ve ever written. It’s basically the question I’ve been asking myself lately. Here goes. Ready?

Over the recent holiday weekend I played a a few games of checkers with my youngest nephews, the twins.  At six years old they understand the game pretty well, including the idea of winning.

But, whenever one of them got too far ahead of their opponent, the game took an unusual turn.

A discussion ensued about changing things. Rules were bent. Accommodations were made. The losing player was allowed to add some checkers. Or the player who was winning would make a move that undercut his advantage.

The game changed. It

The last time I got an email from my library it was about an overdue book. The email arrived a couple days AFTER the book was overdue. It also explained how I owed a fine for not returning the book by its due date.

Every month, about 3 days BEFORE my payment is due, my credit card company sends me a reminder of my due date.

Here is your Daily Dose of Amazing Service:

Be the best at what you do

And here are some additional thoughts on this topic…

Last week a reader shared with me a perfect example of a business that does what they do very well. And they focus only on that. They don’t try to be all things to all customers. The result is, if you want what they offer, you’ll be a loyal customer. If not, you’ll probably never step foot in their business.

Here is your Daily Dose of Amazing Service:

Give customers your complete attention.

And here are some additional thoughts on this topic…

Customers consistently tell us they hate dealing with employees who don’t listen or pay attention. It’s a common and yet preventable complaint.

When you begin talking with a customer, stop whatever else you are doing and focus on them. Make appropriate eye contact, listen, nod and show them you are paying attention.

Here is your Daily Dose of Amazing Service:

Don’t multitask while helping your customer.

And here are some additional thoughts on this topic…

Some people are good at multitasking. Some can listen while they are doing other things. But just because you CAN do something doesn’t mean you SHOULD. We all can listen better when we focus on the person we are speaking with. The only way we can operate at our best is by focusing on the customer we are with. If we try to do several things at once we risk doing none of them well. That’s okay if we’re ordering lunch or emptying the trash.

But it’s not okay if we’re helping a customer.

Yesterday morning I opened the door to our lower deck and let the dog out and I was shocked. Rather than seeing the signs of early spring in our back yard, I saw white stuff everywhere. Everything outside was covered with new fallen snow. And it was still coming down.

It looked beautiful.

But it took me by surprise because it was April 5. And even here in the “North Country” it’s rare to have everything covered in snow this late in the season.  Especially since we’ve already enjoyed some 50 and 60 degree days.

I wasn’t especially pleased because

Amazing Customer Service Rule #6

Give customers your complete attention.

Customers consistently tell us they hate dealing with employees who don’t listen or pay attention. It’s a common and yet preventable complaint.

When you begin talking with a customer, stop whatever else you are doing and focus on them. Make appropriate eye contact, listen, nod and show them you are paying attention. Some people take notes when listening, to ensure they get everything the customer is saying. Certainly you should ask questions to confirm and clarify that you understand.