AmazingServiceGuy.com » focus

Improve customer service by paying attention

Kevin Stirtz — Mon, 10 May 2010 15:06:21 +0000

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.

In his book “The Wisdom of Yawdy Rum“, author Mike Lane tells a story about the importance of paying attention. Even better he gives tips on how we can all pay attention better. And when we do, incredible (wonderful) things begin to happen.

This is true with our customers too. If we give them our attention we open the doors to better, stronger and longer-lasting relationships with them.

How can you pay attention better this week?Other articles you might like:

Enemy #1 of customer service: The cell phone

Barry Moltz — Fri, 09 Apr 2010 16:05:31 +0000

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.

The cell phone allows interruptions into what we should be focusing in on right now. How can the postal carrier or taxi driver focus on providing good service when they are always on the phone? Cell phone usage is a proven distraction while driving (some say the equivalent of being drunk). By allowing the use of the cell phone, we allow personal distractions to creep into the providing great service to our customers. Just traveling today, I have seen personal cell phone usage interrupt the work of TSA officers, concession counters, flight attendants, gate personnel and baggage handlers- all within an hour. How much productivity or customer will was lost in these interruptions?

Routine personal use of cell phones (except in emergencies) should be prohibited in business. It does not allow us to focus on our jobs. We will always waiting for that next personal interruption.

What do you think?Other articles you might like:

Forget revenue. Focus on serving your customers well.

Kevin Stirtz — Mon, 05 Apr 2010 19:06:10 +0000

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.

Understand, I’m not suggesting revenue is unimportant. Of course it’s important. But I am suggesting it’s wrong to focus too much time, energy and planning on it. Revenue is only an outcome. It’s an effect produced by many causes. You can’t control it, which is why you shouldn’t focus too much on it.

You’ll accomplish more if you focus on what you can control, like taking care of your customers.

If you give you customers what they want and you do it consistently well, they’ll come back. And if you really thrill them, they’ll tell others. Repeat and referral customers are the best kind. They produce the best kind of revenue because it comes from doing things well. Revenue from a happy, loyal customer is the most profitable and sustainable revenue you can have.

The good news is, we all know how to do this.

The first step is knowing (or discovering) what your customers want. Do this by asking them. Have conversations. Find ways to connect with your customers on a regular basis. Ask, listen then ask some more. They’ll tell you what they think.

The next next step is to do it. Of course this involves much more than we can go into in one short article so we’ll save it for another time. Until then, remember to focus on your actions and how those actions give your customers what they want. Do that well and consistently, and you’ll have all the revenue you want.Other articles you might like:

Do What’s Important

Mark Henson — Thu, 04 Mar 2010 19:56:02 +0000

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?

What’s important to you? What’s important to your business? What are the things on your list of a thousand things-to-do that will really make a positive impact on this world?

Do what’s important. Do it first. Do it every day. The rest is just busy-ness. Don’t let the busy-ness get in the way of what’s important. In fact, drop as much busy-ness as you possibly can. You won’t regret it. In fact, you’ll wonder why you didn’t do it sooner.

Thanks for reading.Other articles you might like:

Be in the present

Kevin Stirtz — Tue, 01 Dec 2009 18:27:49 +0000

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 continued longer. It was more fun.

Watching this it was clear, winning was not the goal for the boys. Being there was. Their focus was on doing something together with someone they cared about. It was about being in the present and enjoying it.

How often in our jobs lives do we forget to do this? (I do all the time.) Yet it’s one of the best things we can do for ourselves and those around us.

When we focus on the people we’re with, we are honoring them. We’re respecting our relationship with them. And we’re doing something good for them and us. We both win!

In the world of customer service this could be a game changer. It could help us give our customers the experience they want, the one that keeps them coming back again and again.Other articles you might like:

Make sure your service HELPS your customers

Kevin Stirtz — Wed, 18 Nov 2009 16:04:33 +0000

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.

My credit card company is telling me they care about me. They want me to avoid late fees and other penalties. (Even though they make money from late fees.)

My library is saying they don’t care about me or their due dates. They are telling me overdue fees are most important to them.

My credit card company will get my loyalty. My library will get ignored.

What messages are you sending? How will your customers respond?Other articles you might like:

Be the best at what you do

Kevin Stirtz — Mon, 09 Nov 2009 21:25:07 +0000

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.

This little business is an Asian restaurant in Boston. They offer good noodles fast and cheap. They don’t offer great conversation or discounts or waiters who do tricks. They have built their entire business around getting people in, getting them good food fast and getting them out. And they do it for a few dollars per customer.

Being the best is both strategic and tactical. It’s strategic because a business needs to build it into their plans and processes. And it’s tactical because every employee can an should focus on doing their best every time with every customer. No exceptions and no excuses!

Think about how you can operate at your best all the time. What changes might you have to make? Are there things you should stop or start doing to help you be the best?Other articles you might like:

Give customers your complete attention

Kevin Stirtz — Fri, 21 Aug 2009 20:56:40 +0000

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.

As you listen to your customers, don’t pre-judge what they’re saying. Keep your mind open so you hear everything. And remember, listening is a full-time job!

Pay attention to how well other people focus on you. Do they give you their complete attention or not?When they don’t, ask yourself how it feels.
Other articles you might like:

Put the Mouse Down! An Easy Way to Improve Customer Service

Kevin Stirtz — Fri, 10 Jul 2009 14:40:28 +0000

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.

Because when we’re helping a customer we have to give them our best. We need to be on our “A” game 100% of the time we’re with customers. No exceptions and no excuses. We can only do this if we give them our complete attention.

For the next three days, make a special effort to focus better to everyone you speak with. Whatever you are doing, stop. Put the mouse down! Give that person your complete attention. Watch what happens in your conversations and relationships (especially if the other person is your spouse or significant other.)Other articles you might like:

Here are Three Steps to Handling Stressful Situations

Kevin Stirtz — Mon, 06 Apr 2009 22:49:21 +0000

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 we’ve had a long, cold winter. I have been ready for spring since January 10. So the snow was a slight disappointment. But that’s life. Nothing I can do will change our weather. I can either complain about it. Or I can enjoy the positive aspects of it and move on. (I chose the latter.)

Often our jobs can be like this. We get to work with a certain expectation. Then something goes wrong and the result is a customer is unhappy. And they’re telling us about it. Depending on the particulars, that could ruin a person’s day.

But it doesn’t have to.

We might not control what we’re confronted with each day. But we do control how we respond. We might not appreciate having a “challenging” situation right away as we begin our day, but often that’s beyond our control. It’s a fact of life we have to deal with.

How we deal with it determines the experience our customer will have. Their experience will influence their loyalty. Their loyalty, when combined with the rest of our customers, can affect the financial health of our company. And that can determine whether or not we have a job.

So, choosing to give our best effort as we face a tough situation can actually lead to a good thing, like job security! But even better, creating a positive response to a challenging situation puts us back in the driver’s seat. It reminds us we control our attitudes and actions. It’s also a great way to reduce stress because it helps us focus on things we do control and not what we don’t.

Next time you’re confronted with a situation you neither expected nor wanted, ask yourself:

1. What do you control,
2. What outcomes do you want
3. What actions and beliefs might be required to accomplish those outcomes.

Then, as the commercial says, just do it. You’ll find your day goes better and your customers will be much more loyal.Other articles you might like:

Give customers your complete attention

Kevin Stirtz — Tue, 26 Feb 2008 15:47:32 +0000

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.

As you listen to your customer, don’t pre-judge what they’re saying. Keep your mind open so you hear everything. And remember, listening is a full-time job!Other articles you might like: