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By Laurie Guest
What is Captain Cascade? Simply put, it means that the captain of the organization sets the tone that flows down through the ranks. Like a gorgeous Hawaiian water fall cascades down the mountainside, what it encounters at the top impacts its flow to the river. For example, there may be places where boulders stick out from the rock wall causing the water to break and crash differently. This is similar to the influence that people with negative attitudes can have on the flow of customer service in your business. What does Captain Cascade have to do with service fatigue? Leaders, this one is for you especially. The tone of your business is set by the level of the attitude, empathy, compassion, accountability, integrity, and trust the members of your team have in you and each other. And that tone is all a reflection of YOU! Before you get defensive on me, or roll your eyes and tell me this doesn’t apply in your case, hear me out. If we were having coffee together and I asked you to describe the work environment you wish was present in your organization but isn’t, what would you say? Are you willing to ask yourself some tough questions to determine if you are the boulder that impacts the way attitudes flow in your organization? Several years ago, I had a meeting just like that with a bank President. Let’s call him Cash. He told me most of his staff do not arrive promptly, the community bank’s friendly attitude is absent, and their desire to wow the client and generate new business “just isn’t there.” In preparation for our event, I asked to talk to several members of the team confidentially, meaning I could ask what I wanted without having to report back to him what they said. They trusted me and I discovered something important. Across the board the team shared the following feedback: Cash doesn’t come into the bank until mid-morning. He parks in the best slot near the staff door, walks directly to his office, closes the door and then summons people in for regular “chew outs.” (Their words, not mine.) He doesn’t attend staff social gatherings and rarely delivers annual evaluations on time or with supportive words. The case study on Cash is much longer than this, but I think you get my point. He wanted the team to be prompt, friendly, and bank-focused, yet he didn’t do that himself. For the event with the bank, I asked Cash to do three things, and he agreed. They were:
What happened next is an interesting twist to the story and comes with one of the best lessons I have on trickle down leadership. Join me on Friday, February 25th to see how it ends and the tough questions I want you to ask yourself to understand how attitudes cascade in your workplace. Captain Cascade: when leadership sets the tone that trickles down to achieve the company culture you yearn for. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success!
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By Laurie Guest
Not long ago I had a speaking engagement in Destin, FL. The resort was located on a beautiful beach. The morning of my speech I skinnied-up sideways into an already full elevator for the journey down to the main level. Clearly everyone on board—3 adults and 6 small kids—were headed out for a day of fun in the sun. Meanwhile, I am dressed in business casual and clearly NOT going outside. I smiled at the oldest boy and said, “Looks like you are headed for some place more fun than me.” He blinks but does not speak (you know, “stranger danger” and all). But his father replies, reacting to my laptop bag in tow instead of a beach bag, and says, “Yeah, it really sucks when they have meetings at a gorgeous place like this and you have to go listen to some dumb speakers all day.” Ouch! He had no idea! To which I reply, “I know what you mean. What makes it even worse is I am the speaker!” The whole elevator broke out in laughter as the doors open and we went our separate ways. From several paces away I heard the kid say, “Way to go dad. You’re the dumb one!” That family might think I was offended, but instead they handed me a great opening story for that audience and that audience only. The story won’t be funny next month, it is only funny in that moment. Many people ask me where we, as speakers, get our material. We will all tell you the same thing – we look for it daily in the scenes around us and the conversations we have. If we stay aware, the good stuff will find us. And the same is true for you. What is it you seek in life? Are you literally looking for it, actually EXPECTING it to present itself? Set your intention out loud and then actively look for it. I promise, it’s there waiting. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! By Laurie Guest
One of the premium services I offer to clients seeking to level-up their customer service delivery is Secret Shopping. My team and I experience your business as a customer would and report back on our findings, good, bad or ugly. And of course, we always provide solutions to help your team improve interactions every step of the way. With over fifteen years of experience in secret shopping, we’ve seen it all. This month, with the busy end of the year approaching and many of us already exhausted from a challenging year, I want to share with you the results of a recent secret shopping client so that you can recognize similar opportunities for improvement in your team’s customer service delivery. The client will remain confidential, of course, but their top three missed opportunities need to be shared because I know that they are not alone in making these errors. In fact, they are so common we can all learn from them, no matter your product or service. Let me set the stage: for every secret shopping client, our shoppers conduct a 32-step customer service audit. Nearly half of those checks (14, to be exact!) occur before we ever set foot in the establishment. Today, and because so much business happens online and via phone these days, I’m focused on just those aspects, the website and phone encounter portion of our experience. What Matters Most to Your Customer in this Moment? One of our first steps in secret shopping a business is also a customer’s first step: we pick up the phone and call them. In this example, our client is in the healthcare industry, meaning the most essential phrase whoever receives the can say is, “Please tell me the problem you’re experiencing today.” Or some version that allows the customer to immediately share why they called in. Of all the personnel we spoke with, only a shockingly low 3% of them asked us directly what we needed help with in that moment. It’s shocking because everything that follows in our interaction is dependent on the response to that inquiry. From understanding the level of urgency required to your best word choice and even the appropriate levels of empathy or humor the situation warrants, it’s all critical. If everyone calling your business is treated alike, with the same formulaic questions and no opportunity to truly communicate, the engagement becomes transactional at best and a subpar experience for your customer. Does this apply to other industries? Of course it does! From roof repair to travel planning, a customer’s need becomes your action steps. And if you’ve never taken a moment to discover what that need is, it’s going to be much, much harder to make a meaningful connection. Be On Your Game, and Respond to the Customer to Build Rapport We all understand there are multiple demands on everyone’s time, especially if your office or business is working with a limited or smaller-than-usual staff. However, that’s no excuse for making your customer feel like a bother just for getting in touch or asking their questions! Plus, it throws any chance of building a rapport out the window, often a deciding factor for new customers choosing between your business and another. In our recent secret shopping experience, one team member in particular won top honors for her service, and she was a standout. She was patient, asked her questions in complete sentences rather than one-word utterings, and had a tone that was friendly and warm. These may seem like small details, but they’re the tipping factor for your customers time and time again. Are there times when “blunt and quick” is appreciated? Yes! When the caller seems in a hurry, doesn’t desire a rapport-building moment or presents as someone who just wants answers, then being direct is good. That means you’re in tune with the customer and responding in a like mode, a next-level customer service delivery skill. Getting to that point is a game changer, but it means your staff must be totally present and on the ball to make it happen. Contact Information: What are you really doing with it? Obtaining a person’s basic contact information—name, phone number, email address—is a smart and simple place to start; every website you’ve ever visited has a contact form that captures this information. We know that when a customer is fully engaged and makes the effort to submit a contact form, there should be an internal process for what to do with that new lead. Which is why it’s so surprising to say that in my fifteen years of secret shopping, I can only remember TWO TIMES when a business actually took the time to follow up with their secret shopper, checking in after the shopper didn’t make their purchase on their first encounter. We all know that a warm lead is closer to conversion than a cold one. Why fumble this incredibly easy chance to connect and, more importantly, close the deal? At this point, you might be wondering what exactly follow-up looks like, and it’s true that it can be different for different businesses, goods and services. From assigning the customer a specific account manager to compiling a list of product options based on their inquiry, I unpack this and more lessons learned from my years in secret shopping in the video series that I’ll share with this article. I hope you’ll watch and learn—and tell me what changes you’re going to implement to get your customer service delivery back on track before the end of the year. Often, we don’t deliver on our customer service performance not because we don’t know how to do it, but because we have grown tired, bored or otherwise unmotivated by the effort it takes. Has service fatigue impacted your execution of duties, or do you see your team delivering subpar service more often than you’d like? What would you say if you found out your last customer was a secret shopper, and they had all the details on just where your customer service delivery comes up short? By reviewing our work performance through the eyes of our customers, we can spot areas for improvement, many of which are a matter of stepping up, showing up and being present for the people who make our work possible: our customers. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! By Laurie Guest
Since 1991, the first week of October has been deemed National Customer Service Week by the Customer Service Group. With the week quickly approaching this year, I’m getting a jump start on the celebration and I hope you will, too. At a time when there’s a lot of noise in the news about customers agitated with frontline workers, acting out and behaving like entitled teenagers, when our teams are worn down and wearing themselves out, I’m here asking you to go the extra mile to APPRECIATE those same customers? That’s right, I am! Let’s dig into why… Customer service, when done right, is an extremely powerful tool to not only build relationships with your customers and build your business’s reputation, but to develop your team into a stronger, more cohesive unit. With that in mind, I want to focus on three specific aspects of the power of customer service: Pacing, Positioning and People. The Power of Pacing If you have ever heard me speak, you know that I am a fast talker. Not the kind who tries to persuade you into something dishonest, but rather a person who says a LOT of words per minute. So the irony is not lost on me that my first piece of advice is to slow down your customer service delivery. By the nature of their jobs, frontline staff are required to say the same thing repeatedly to their customers. When words begin to sound robotic, too jumbled, or too fast to understand, then the strength of the messaging is lost. Recently, I witnessed a flight attendant mumble her instructions so quickly, I am sure no one could understand her. Obviously the frequent fliers don’t need to hear the instructions again, but what about the select few who may be first timers? Do they truly know what to do in an emergency? The beverage cart service is not her primary job! Rather, it’s her ability to guide us during an emergency that should be her priority, and the safety instructions should never be seen as something to “get through quickly.” All customer service team members are challenged to serve at their best right now. Our masks and Plexiglas partitions are added barriers to clear understanding. Take the time to monitor yourself and your team to see if an adjustment in pace is needed. The best speed for conversational understanding is 120-150 words per minute, and keep in mind that has to be adjusted for hearing issues, age, and the level of detail required for the transaction to be successful. For example, if your comments are more a matter of pleasantry (as in, “please have a seat until we call your name”), it is not as vital that you are clearly understood. However, a situation where instruction is critical (like, “Please stay still and hold your breath while the brain scan is in motion!”) is a bigger deal to be sure to get right. Oh, and keep in mind when slowing down your speech pattern that you may run the risk of sounding condescending or rude. Be aware of your tone, because our goal is to be friendly, patient, and most of all, understood. Power of Positive Positioning The art of positive positioning starts with identifying the noteworthy assets in your offer, sale or product and using statements that build up the experience and create a feeling of anticipation. For example, I made a reservation at a spa, and at the end of the phone conversation, the receptionist said, “Just wait until you see our infinity pool and our power shower!” She spoke with such enthusiasm that I couldn’t wait to get to the place. When I did get there, it did notdisappoint. The infinity pool and the power shower were, in fact, fantastic! This spa is a place I would recommend again. She set that bar of expectation by positioning the experience in a positive, exciting way. Another way to use positive positioning is to listen for hesitation points in the buyer’s communication and balance them with accurate praise. For example, an assistant during an initial sales call is trained to listen for hurdles in order to address them. If the client pauses when it’s time to schedule a financial-planning consultation, for example, the administrative assistant might say something like, “What I like about working with Sally is that she’s really honest with her recommendations. She will show you all the options and not be pushy in her advice. Clients really appreciate that about her.” And just like that, it’s easier than ever to book the appointment. If you are a solopreneur and you answer your own phone, it may be hard to say how great you are without sounding a little conceited, right? Consider using phrases such as “I’m proud of…” or “Many of my clients comment on…” To set the expectation of a good experience and create the image you desire, take a moment to generate a list of specific things to compliment about your organization, your people, your product, and your service. Try recruiting your co-workers or boss to help; or, if you’re a solopreneur, ask a few trusted clients or friends. (If you can’t come up with a list, well, then you’ve uncovered a bigger issue.) Once you have your list, develop sentences that work to communicate your positives in a way that feels comfortable. For example, “He’s a great doctor,” could be “Our patients often tell us Dr. Foster is really easy to talk to.” The statements, of course, need to be truthful and accurate. Once you fine-tune the language, even simple words can make a difference. Adverbs like definitely, absolutely, and certainly are great examples of response words with great impact, all of them positioning you, your organization and your services positively for the most powerful connection possible. Power of the People Let’s shift the focus of Customer Service Week just a bit with this last one. What about the celebration of your internal customer? Now more than ever, we must recognize and applaud the efforts of our workforce. The last year and a half has flipped life on its head. Your workforce moved from the comfort of the workplace office to the kitchen table cubicle with spotty wifi. They traded interesting water cooler conversations for home distractions. It is time to celebrate the team and honor them with the same treatment we strive to deliver to our external customers. That starts with meeting their basic needs to do the job and keeping a watchful eye on their personal well-being. Recently, I learned of a staff person who is responsible for a piece of equipment in the office that requires regular inspection from an outside source in order to keep functioning safely. She has asked repeatedly over an eight month time period for the authorization to make this happen and still has not received the go ahead. She is exhausted and frustrated and cannot comprehend why this basic need is not being met. Imagine what she says when someone asks her, “How’s work?” During my years of consulting with small businesses on customer service and staff-development issues, I would conduct one-on-one interviews with each team member of an organization in order to learn more about the internal health of the business. When a boss received outstanding comments regarding his or her leadership, I asked this simple question: “What does your boss do that prompts this glorious praise from you?” The answer always fell into the category of caring about them as a person, not just about the role they filled at work. By paying attention to more than just the bottom line, stronger relationships can be built. I once interviewed a disgruntled employee at the request of her employer because he could not figure out what was causing the change in her attitude over the previous few months. It only took a little prodding to find out she was extremely uncomfortable in her desk chair and had asked him repeatedly for months if the worn-out chair could be replaced. According to her, the request was always met with “Let me think about it,” and then nothing ever happened. Such an easy solution, but because he was procrastinating on a small decision, she interpreted it as a lack of caring on his part. It makes sense that happier employees will stick with you long-term when their needs are being met and they feel valued. Retaining talent that is already trained and on board with your organization’s service mindset is much easier than hiring new staff. If you make it a priority to learn what motivates your team and help them understand your service expectations, your employees will be satisfied, and they’ll stay with you longer. That’s a fact, and one you can put into action this Customer Service Week Pull It All Together As you prepare for National Customer Service Week, my challenge for you is to take a pause from the daily craziness of attempting to meet customer demand with a reduced work force or the other daily challenges you may be facing. Instead, and for just a moment, can you focus on the joy of service? The Power of Customer Service is essential to you and your team’s success, and now is the time to pull it all together and make your customers (internal and external!) feel truly appreciated. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! By Laurie Guest
As a lifelong lover of board games, a statement in a recent report by Forrester® research really grabbed my attention. It said: “Companies have gone from a whack-a-mole approach to playing a very different game in order to advance their customer service.” I was intrigued. What is this new game and how do you play it? But here’s the thing—they never said—so I am left to ponder it with you. In the article, marketing efforts were compared to a whack-a-mole game because a majority of CMOs focus on fixing fundamental problems as they pop up, often in their back-end systems and processes. However, times they are a changin’, and so must the game. Replacing a reactive response with a proactive approach will lead to a long-term win. Think chess. Bobby Fischer, the most accomplished of chess grandmasters, had the ability to see five or six moves in front of his opponents. With that view, he could strategize his choices and, at the same time, respond when a move was made that he didn’t anticipate. Remember: responding is different than reacting. When you react, you create a disjointed customer experience. Forrester said, “Disjointed experiences cost millions and lose customers—they are the antithesis of customer obsession.” To me, that is the best rationale for learning to play this new game today to attract and retain new customers. Your objective should be to put the customer at the center of everything you do. It should have been the priority all along, but we’ve not always experienced that. For example, a customer-centered approach would include things like flexibility in changing travel reservations without penalty or getting a refund on theater tickets with enough advanced notice. Instead, the policies of the past are focused on keeping hold of all committed dollars, no matter what. Let’s take a look at three moves that are smart strategy in a post-pandemic marketplace. Checkmate Your Rewards programs It is predicted that spending on retention marketing will increase by 30% in 2021. To meet this demand, it makes sense to adjust from frequency-based rewards to a highly developed loyalty program. By creating a reward program that is so desirable it “leaves your buyer with no choice” but to get involved, you’ve checkmated them. A great example of this is my regional grocery store. They offer a free perks card for their Fuel Saver® program. With that card, I can take advantage of discounts on certain items and get points in the form of cents, which accumulate over a rolling 30-day period. This leads to big savings on the gas I purchase at the same chain. It’s not uncommon for us to fill up the tank for free! Recently, they added plan for those 55-plus that offers a 5% discount off our entire order if we shop on Mondays. Combine these two offers with product coupons and we have no choice but to be loyal to that store. How could they take this one step further and keep me even happier? Add more cashiers during peak hours. Oddly enough, the senior discount cannot be applied in the self-checkout lanes, so having only one cashier on Monday is not acceptable. What does a refreshed rewards program look like in your organization? Find a Grandmaster Move The highest title a chess player can attain is that of Grandmaster, a level that only about 3% of all registered players hold. Although I don’t know what it takes to become a grandmaster, we can assume it is detailed, difficult, and comes by setting oneself apart from the competition. We all need to think about that in our businesses. I’m always on the lookout for professionals who do something that is different than others in their field, and last month I encountered a new one. Professional photographer John DeMato was brought to my attention by a colleague who could not stop talking about this amazing person. I’ve met a lot of photographers over my career and, while happy with the final product each time, the process of doing business with each was very similar and predictable. However, last month I found myself onstage at a once-in-a-lifetime special event, and I didn’t think to line up a photographer in advance. John was in attendance and took all kinds of photos of those onstage, but I had not formally engaged with him yet nor did I ask him to photograph me. A few days after the event, I received an email from him that included 30 amazing pictures (that’s right three-oh) from that night. Not only was there no watermark (an industry standard) but he encouraged me to use as many of them as I could with his compliments. He did not ask me to become a client. He did not send me a sales lead letter. He did not take any action at all except to pick up the phone when I called to thank him. Will I hire him for my next photoshoot? Without a doubt. He has positioned himself as the Grandmaster by having an amazing product, extensive recommendations from colleagues I trust, a unique approach to his craft, and a giving spirit that I have not encountered before. Well played. Can you develop a creative move that sets you apart from your competition? Avoid the Zugzwang at All Costs A zugzwang is a German word that, in chess, means “it is your move and all options are bad.” Literally translated, the word means “compulsion to move.” In a business situation, it means that all the policies and procedures you put in place have left your customer with no great options. Case in point, my 20-year-old kid is a fan of anime (Japanese animation) and annually attends one of the largest industry conventions called Anime Central, hosted in Chicago. A group of friends purchased tickets for the 2020 show, which of course had to cancel due to the pandemic. Several months later, an email was sent out to all ticket holders announcing they were also skipping 2021 and now ticket holders had only two options, use the ticket for the 2022 show or buy merchandise. Neither of these options are good if one can’t go on the new dates. Basically, it’s a “use it or lose it” situation. Short of a full refund, what could be done to make this feel better for the buyer? What about a show credit to use in any future year, not just 2022? How about a limited-edition item made exclusively for this reason and only available to those with a bumped ticket? Or maybe it’s an item that’s low cost to the association and high value to the customer—and comes with a free pass to a future convention. The ideas are endless and not always expensive. What creative idea can you use to bump old rules that result in a happier loyal buyer? Every time I research and write an article about my passion of customer service, I return to the same conclusion: service is simple if we just stop and do the work. If we could put ourselves in the shoes of the buyer and really pause to think about how we can deliver the right experience consistently, the results would be amazing. In fact, it would be a game changer. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! By Laurie Guest
As I think about what’s ahead for businesses, one thing is certain: the time is now to prepare for a post-pandemic world. Retailers and service organizations need to see this as a chance to evolve their approach to customer service, including creating a multichannel retail customer experience that is always on. One strategy to accomplish this is to make sure your team is prepared to go into the battle with carefully chosen armor. While our interactions with customers should never be seen as a “battle,” I think it’s essential that we look at the near-term challenges as ones that will require a suit of armor. Returning to “business as usual” is likely to present a variety of situations and interactions, not all of them positive. Some guests will be enthusiastic to be back and grant us extra patience when systems are different than B.C. (before COVID). Others, however, may be handling emotions that are raw, making them quick to anger, and frustrated with challenges they’ve been dealt. To me, the armor you prepare your team with now is what will enable them to best deliver on the promises made to your customers, clients, and guests in the coming months. So what will customers be expecting? In our research, we identified three main areas customer service teams need to be prepared to address in response to the predicted post-pandemic expectations: transparency, automation, and the human connection (with a touch of personalization). We’ll take a deeper dive into each of these areas to help you understand how you can prepare your business. Then it’s up to you to get your team “armored” up. Create an army of trained professionals who know how to get things off to a positive (re)start! Transparency: What has changed and what should I expect now? Following any crisis, transparency invites others to trust. Open, direct communication builds credibility and fosters relationships. Staff working from home is predicted to be a long-term change as a result of the pandemic. Just like after 9/11 when flying was never the same, I am confident that the savings alone will lead many companies to continue to support a remote workforce. If you’re one of them, be transparent about it and stop using it as an excuse for “extended wait times” or “larger than usual call volume.” Change those robotic hold messages to be positive and helpful. “We are pleased to offer shorter wait times due to our amazing remote workforce. We will be with you shortly.” In some cases, you may be able to add appropriate humor. I’m a big believer that Creativity + Humor = Connection. To achieve that, the next sentence in your outbound recording might be: “And if you hear a dog bark in the background, we hope you understand. Pets keep us smiling…no matter what questions you ask!” Be clear about changes. If your customers are unaware of the new rules or the reasons behind the change, they’re less likely to graciously comply. This is not the time to “act first and apologize later.” If you anticipate a problem as a result of your changed operations, address it head on. It’s critical that your team work together to find the best words for the common trouble spots surrounding new service situations. For example, replace negative statements like, “Sorry, we no longer offer a free breakfast at our hotel,” with positive, but honest comments like: “In order to keep you as safe as possible and still get your day off to a great start, we have switched to a convenient ‘grab and go bag’ breakfast.” Bonus Action Personalize this experience by asking at check-in which three breakfast items suit your guest’s dietary needs best and offer a selection of fruit, yogurt, granola, or pastries—the same options you provided pre-pandemic. Prep the bags, write the room number on the side, and guests can “grab and go” with a smile! Automation: When can speed be achieved with a smoother process? Consumers like an automated approach if it means a faster and easier transaction. Our local grocery store just added six more self-checkout stations, which immediately removed the stretched lines of shoppers created by the “6 feet apart” rule. Consumers have also become more savvy about navigating online tools and have come to expect they can reach a resolution to most of their issues on your website without connecting to human support. That’s why chatbots, customer portals, and other tools are trending. But just having the tools isn’t enough. You need to find ways to use them to improve your old processes. We board our dog, Otis, at a wonderful place, for which I give glowing testimonials, except for one small thing: every time I board him, I am required to go to their website and fill out several pages of information. They do not have an automated system to allow his record to be kept on file or even the ability for me to scan pages and upload them into the registration platform. So even though Otis is a frequent flyer, I must fill out the information repeatedly. This makes no sense to me! While this complaint has nothing to do with the pandemic, disruption is the perfect time to reset your service levels. Bonus Action Automation doesn’t eliminate human contact. When a self-directed transaction has occurred, consider an after-sale connection. For example, as a small business owner I am acutely aware whenever a purchase is made through my online store. In an effort to provide great service, we have automated systems to give buyers immediate access to the virtual training purchased even if I am sleeping in a different time zone! However, I personalize the experience by sending either a handwritten thank you note or an email letting the buyer know I appreciate their business. This has often led to additional sales opportunities or at the very least keeps me connected to my target market. If everything is left to computers, we quickly loose the rapport on which good business is built. Human Connection: Who needs interaction the most? It’s a bit ironic that a desire for human interaction came up again and again in our research, given that we just learned customers want automation. Which is it? I believe it’s both. Most people want the ability to “do it themselves” when things are going smoothly, but the moment they hit a wall, they want a real, engaged human to help. Here’s what I mean: I love that I can mostly monitor my wireless phone service automatically. I can check my data on the app, pay my bill online, and even shop for new devices without ever leaving my recliner or talking to a salesperson. But several months ago when I saw a huge overcharge on my account, I quickly got frustrated with the chatbot on my provider’s website. I worked very hard to TALK. TO. SOMEONE! After several failed attempts, I finally found a reasonable, intelligent agent to help me. Within minutes of explaining my situation, I had a $175 credit on my next bill. I wish this had been an easier transaction. And, I know I was lucky. Often, customers are volleyed from agent to agent before their issue can be resolved because service teams are so siloed they can’t help with issues that “aren’t in their department.” This drives customers crazy! Cross-train your humans. Of course, the challenge with making human connections is the labor cost. Depending on the size of your company or the product you sell, one-on-one service may be impractical. But I urge you to push yourself with this simple question: Have you put automated systems in place for your sake or your customers? Years ago, I did a lot of consulting work in the optometric field. I found multiple clients with automated phone answering systems to handle all inbound calls. Yet some of these practices maintained schedules that accommodated fewer than 20 people a day. I pushed back on this choice. A well-trained, professional assistant could easily handle the inbound inquires for a practice of that size. If you have the time and capacity, talk to people. The power of the personal touch during this post-pandemic time is significant when it comes to easing tension and answering questions. Bonus Action It makes sense that the higher the personalization of the human connection, the greater the impact, right? Here’s a story that illustrates that perfectly: my appliance repairman, Dave, and I have built a humorous rapport over his two decades of house calls. Last week, when he called at 7:30 a.m. to confirm his arrival time that morning, he didn’t just tell me what time to expect him and hang up. Instead, he added an “air of familiarity” statement by saying, “When I saw your name on the call list I thought to myself, ‘It better not be that darn ice maker causing her trouble again!’” I laughed and replied, “Nope! It’s the dryer this time.” We both giggled a little and an hour later he was ringing the doorbell. What’s interesting is that the owner of the appliance store acts like he has never seen me before when I stop in for more filters, even though we have purchased thousands of dollars of appliances from him over the years. I continue to do business there because of Dave. His personal touch in a mundane interaction is stellar! Map Out Your Strategy and Strap on Your Armor Transparency, automation, and personalized human connections are not new concepts in customer service. But post-pandemic, your team must look at them through a new lens to meet customers where they are. Now is the time to do the work! Is your team ready? Have you started mapping out new policies or processes you want to implement? What staff training will it require? How will you communicate it all to your customers? Your team’s “suit of armor” is complete when you’ve dedicated time to looking at how your organization is handling each of these elements. (Next, add strategic communication, which includes brand reputation and the best words to use in difficult conversations.) Your success in the coming year can’t be left to chance! No matter what lies ahead, you can set your team up to thrive. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! By Laurie Guest
Our beloved dog Otis has started to show his age. With his 12th birthday coming up next month, he has taken on the attributes of a true senior. He wants to eat dinner at 4:30, go to bed by 8, and is slow to get up from a resting position. Over the past year, his appetite has diminished significantly. One day I opened a piece of string cheese, Sargento Colby Jack, and he didn’t care enough to bolt to my feet with those begging brown eyes. That’s when I knew we had a problem. The next day, the vet confirmed our fears: Otis is sick. He had a tumor the size of lemon in his spleen, and after much discussion, our family opted for surgery in hopes we can extend his life a little longer. A week later, when the veterinarian was sharing the results of the pathology report, she made a profound statement that may become my new personal motto. When I asked if there was anything else we could do for him, she replied, “Yes. Don’t be stingy with the treats.” Of course, that was her polite way of confirming what we already knew: Otis Campbell Guest is in his sunset years of life. I jokingly said to a friend, I wish someone would give ME that instruction when my time comes! That’s when it occurred to me that the word “treats” can mean so much more than sweet calories. A treat is anything that makes us as happy as a Milk-Bone makes Otis. My first book, Wrapped in Stillness: A personal retreat guide, has a chapter on figuring out what makes you happy. It includes an exercise to help you identify the things that bring you joy and asks a few probing questions to wake you up a bit. For example, when is the last time you did “that thing” that makes you happy? Over the years as a professional speaker, I have talked with a lot of people side-stage. That’s the moment right after a speech while the room is clearing out and a few people come up to the platform to share a private thought or tell me a tale they know I will enjoy. I cannot tell you how many times a person will share a story of being unhappy in some way— with their job, their boss, even their own actions. I can see it in their eyes, each one is hoping I have a special piece of advice that will make it better. Here is what I know for sure: Happy doesn’t come and knock on your door and say, “Hi, I’m here!” We must go and seek it. Seeking happy might mean setting stronger boundaries in your personal life. Do you need to stop saying yes to every request made of you? Happy might mean a controlled calendar. Who can have a slice of your time and who can’t? Happy might mean planning special events or meet-ups you had to postpone over the past year. Are you ready to take the first step to make that happen? For me, the happy moments are found in quiet times. After several decades of a hectic balancing act of family life versus a career on the road, I realized I’m tired! The silver lining of 2020 was having the chance to rest guilt-free. I took up a new hobby that I love. I’ve completed tasks that have been patiently waiting on my to-do list for years! And, most importantly, I’ve had quiet time to think and plan on what the next phase of life looks like at the Guest House. What’s your definition of a treat? Whatever it is, give yourself permission to be generous in consumption. Now is not the time to be stingy. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! By Laurie Guest
We are headed into the final push of serving our customers during a holiday rush. I think it’s possible that this season could be one of the most challenging we faced in a long time. Why? Because the customer emotions may be running hotter and the pocketbooks may be running thinner. What does that mean? It means we must really be prepared—armored up—for the best possible engagement with our customers. We need to make the experience as pleasant as it can possibly be, every single time they walk in our door. Let me share a brief story. The Saturday after Thanksgiving is often known as Small Business Saturday, and people are encouraged to shop locally in the town in which they live. I am a big fan of shopping locally. I live in a small town of about 45,000 people in Northern Illinois (about 60 miles west of Chicago), and we are not a tourist town. That means that all our small business owners need to survive on local foot traffic. How do they do that? With great service and great products. So on this Small Business Saturday, my husband and I headed out to safely do a little Christmas shopping. We went to four different businesses that offer similar products; home goods, antiques and collectibles. The first store that we walked into was a cute little shop with two floors. At the bottom of the basement stairs the last step is a little awkward and they’ve got a lot of warning signs so that people don’t fall. We were the only customers in the store and two women (the owners, I think) tending the shop. They had not greeted us when we walked in, they never asked if they could help us find anything, they never engaged with us at all. So here’s the part that really bothered me, the only sentence either of them said to us the entire time we were in the store: “watch the step!” As I used the handrail to go downstairs, what I was thinking to myself was “How about I watch the step and you watch the front door?!” How is it possible that we could walk into the store and not receive a greeting? Not receive any type of service to make sure that our needs were being met? There were three items in that store that I would have considered buying, but I ultimately did not because, as you know, I believe in great service to my core. I refuse to buy from someone who doesn’t go the extra mile to make the connection, who doesn’t engage in a way that makes me want to do business with them. And so there is only one lesson for today’s message and that is: this season, you’ve got to mind the door every time that door opens. If you’re not, your customers will feel it and take their business elsewhere. This season, more than ever, is the time to make every interaction count. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! By Laurie Guest
There’s no doubt that the pandemic forced us to adjust how we did business for a time, for everyone’s health and safety. In many instances, businesses were forced to make their services fit into new regulations, which shoehorned both staff and customers into change. This meant sometimes customers had to compromise their expectations on service, convenience and timeliness. These adjustments also revealed opportunities to evolve how business is done in ways we probably should’ve been doing a long time ago. As the world re-emerges in the second half of 2021, it’s time to move on from those pandemic-era adjustments and put the customer first again. Really, we mean it this time! Many changes over the last year will (and should) go away as business returns to a familiar state, much like sliding into an old pair of slippers. But, I bet there are several changes you could consider keeping or implementing in order to really, truly put the customer’s experience first going forward, like:
Offer Fresh Options for Your Customer’s Convenience Even if your business was shoehorned into changes you didn’t anticipate having to make, chances are some of them offer your customers a new type of convenience they’ve now become accustomed to. For example, hotels which once served a hot buffet breakfast were forced to substitute bagged or covered pre-plated breakfasts during the pandemic. For someone like me who prefers to grab breakfast then head back to my room to get ready, this change was actually appreciated as it was much faster to obtain and easier to carry. Post-pandemic, bring the buffet back for guests who enjoy dining that way, but keep the pre-plated option and keep other guests (like me!) happy, too. Another example includes the curbside pick-up service many businesses began offering during the pandemic, like libraries that allowed parents with rambunctious toddlers in the car to simply pull up, snag that week’s storybooks and head off again, no muss or fuss getting kids in and out of car seats or keeping them quiet inside. Maybe libraries don’t have the resources to continue this service long term, but could we get creative about how to carry it over into the post-pandemic world somehow? Maybe they offer a handful of slots per day in a certain window of time when there’s staff on hand to implement it. Just because pandemic regulations are relaxing doesn’t mean we can’t keep in place some of the convenient options customers have come to love. Respect Your Customer’s Schedules Pre-pandemic, Apple Genius Bar appointments at the Apple store could be scheduled in advance, but most other tech-help store fronts didn’t seem to do that. Earlier this year, at the height of pandemic protocols, my daughter and I safely booked an in-person support appointment at Verizon where we had the agent’s undivided attention with no waiting. That’s not at all how they provided service in previous years. Respect your customers’ busy schedules by giving them the opportunity to schedule their service calls rather than waiting in line, and then offer focused, direct attention instead of serving multiple customers at the same time. It might mean seeing fewer customers in a day, but each customer’s experience is likely to be exceptional and the ROI on that may in fact prove greater than headcounts. Bonus tip: what virtual customer service tools did you implement during the pandemic that can stick around going forward? Telehealth visits for minor aches and pains? Video chat tech support for the broken printer? Self-service customer tutorials, resources or troubleshooting? I even know of a wine shop that changed to virtual tastings! They shipped out wine and cheese boxes in advance and then held classes online. Brilliant! I hope they continue that long after the in-person tastings have resumed. Minimize Customer Risk with Adaptive Policies I don’t mind sharing one big business change I’ve made as my calendar books up with in-person events in the coming months. I call it the “No Risk Clause” and it’s simple: since event plans are often still up in the air right now, I’m allowing potential clients to lock in time on my calendar with permission to cancel for any reason without financial risk up to 30 days before the event. Not only is this extremely uncommon in my field, setting me apart from others, it means I have removed all the buying hesitation that comes with planning events these days. Is it ideal for me to have a calendar written in pencil instead of pen? Not really, but it’s more important that my customers (like you!) know they have flexibility while our circumstances continue to evolve. Several times, a client has indicated my no-risk clause was the tipping factor in trying to choose between me and another speaking professional. I may not keep this policy around forever, but I might if the feedback from my clients continues to be so positive. By being adaptable and responsive in real-time, customers really understand that they come first, as they should! How can you spot post-pandemic opportunities in your own business to serve the customer in elevated ways? Ask yourself three simple questions:
Let’s get to back work. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! By Laurie Guest
Maybe you’re like me. Many times over the past months, I have found myself paused in my path. It’s a pause that I can’t quite define, but it’s akin to indecision and that is not a road I find myself on very often. See, I’m a quick thinker and an even speedier decider. Ask anyone who has ever shopped with me. I’m good for one grand tour around the shop and then it is pay and go. If you’re a browser, I’m not your gal pal for shopping. When I create a plan in my business there is a healthy SWOT analysis, then I am off to the races, full steam. Looking back is not an action I was taught. In fact, my father many times would say to me, “Laurie, there is no sense looking in the review mirror, you can only focus on one direction and that is forward.” That’s why when the pandemic hit and most of us faced an abrupt change in how we conduct business, I didn’t freak out. I didn’t rush around and take quick action, I just faced forward. However, for the most part, I stopped moving at all. I stood still on purpose. Facing the unknown is like walking in a dense forest at night. Even with a flashlight in hand, you can only see a few feet in front of you. The darkness that stretches ahead is filled with the unknown, which can be scary. Turning and running back where you came from doesn’t help, it’s just as uncertain in that direction. The opposite reaction is to bravely put your head down and sprint as fast as you can and hope that you reach the other side without tripping on any hidden obstacles. Neither of those choices made sense to me. Moving cautiously, one small step at a time, while allowing myself the grace to rest and not keep up with everyone else was healthy for me. However, I knew that if I kept this mindset long-term there would be consequences, bad ones. Early on, I promised myself that after five months of pausing, I would make a decision on what my next action would be. My choices ranged from retire early to build a bigger boat, with a lot of options in between. In fact, it is mind-numbing the amount of options that exist for what I could do next. As the date approached, I realized that the real answer has to do with the flashlight, not the path ahead. It dawned on me that if I could use a brighter flashlight, I could see the path much better. With a little confidence, my strides could be longer and faster allowing me to pick up some momentum. Is that true for you too? Have you thought about how you can build a brighter flashlight? For me, I found my brighter flashlight in these three things:
A client recently asked me to do an hour–long program on confidence. This is a topic I have never spoken about before, so it forced me to stop and think about what goes into creating a confident self during challenging times. I had a blast giving the program, but what mattered most to me were the emails I received from several who watched the show and said it was just what they needed to hear right now. That’s when it occurred to me that maybe I can be a brighter flashlight for someone who only has a candle. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! |
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