Do You Demonstrate a Service Aide Attitude


It was a compelling story on a popular evening news program. A reporter was trapped for days under the rubble of a collapsed hotel following the earthquake in Haiti. He gave much of the credit for his survival to a first aid app he had downloaded on his smartphone. The app even gave him instructions on how to care for a major cut from his knee to his foot.
What would a service aid app be like? And, since service is delivered through a relationship, one could call it a service aide—the assistant always there to lighten your load, expedite your work, or enhance your effectiveness…much like a general’s aide.
I recently dropped a phone line from the array of five numbers for the business. The call center agent handled the disconnect and then looked at the other four accounts and started telling me ways I could save on each. She reviewed my historical use and their current rate plans and ultimately cut my monthly phone bill over $200. While I was appreciative[…] Continue…

Are You a Customer Forensics Specialist?



DNA had been a star in recent years. TV shows make it the centerpiece of crime solving programs; the news media throw the label around like they might WMD’s or TSA. DNA is a nucleic acid that contains the genetic instructions used in the development and functioning of all known living organisms. And, like fingerprints, forensic specialists are able to use the DNA in blood, skin, hair or any bodily fluid located at a crime site to identify the “bad guy.”
So, what is the DNA of customer service? What if we assumed there was a component in the service encounter unique to each customer? If we could “crack the customer’s service DNA code” we could fire off a special experience that encouraged the customer to shoot back their loyalty. We believe the service molecule containing the customer’s unique identity is “Connection.”
A connection is the intersection point between a customer with needs and expectations and a service provider[…] Continue…

How Do Your Customers Rate Your level of Innovation?


You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check. The optometrist checks your eye sight; the audiologist your hearing and your dentist checks for cavities. What about the service you provide to your customers? Does it get a regular check-up?
Today’s wired and dangerous customers are vain – expecting treatment that telegraphs they are special and unique, not just one of the masses. This requires that we develop new and innovative approaches to consistently take our customers breath away.
We have been working to create a short, but important check-list to review how you are doing. Asking the customer to say “ah” (a.k.a., soliciting feedback) and checking various test results (like complaint analysis, FAQ responses and survey results) can add to your smart preventive maintenance. Here’s a “baker’s dozen” check-up questions to get you started. Add your[…] Continue…

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