inspiration

Leaders, team members, and customer service reps (CSRs), have known for a long time that a sincere apology is a perfect way to rebuild trust after mistakes or trouble. One of my popular posts, The Perfect Apology and the One Word That Destroys It, gives valuable info on how to do it.

Yet I find that many, including a fair number of technical professionals, struggle with apologizing because they think it publicizes their weaknesses and faults. They think it diminishes who they are and reduces their potential success. Ironically, the apology is perfect chance to build trust in yourself and strengthen your chances for long term professional success.

Take a Chance - Trust Yourself Image by:NicubunuPhoto

Consider the Perfect Chance to Build Trust

Those you have hurt by your words or actions are already aware of your mistakes and weaknesses.  Not apologizing makes you look weak not strong. They can see that you are afraid to apologize and it diminishes your professionalism.

An inability to admit mistakes, apologize, and lead onward publicizes a lack of self-trust. When leaders assess potential for promotion, they pass over those who do not trust their own inner strength.

Some claim that this is not self-trust; it is self-confidence. I say — not completely. Self-confidence is that underlying strength for daily actions. Yet even the most confident people face situations or moments when self-confidence fails. Often when their actions or words have caused pain or trouble.

At that moment, you must be able to take a chance — a leap of faith — and trust yourself to recover without denial from whatever embarrassment or shame you feel. Offering an apology is a perfect chance to build trust in yourself and rebuild others’ trust in you.

Why?

Because accountability and integrity show a deep inner strength and inner strength is a heck of a billboard!


How has apologizing brought you professional success?

©2011 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish this post, please email info@katenasser.com. Thank you for respecting intellectual capital.


Kate Nasser, The People-Skills Coach, delivers insight and experience to turn interaction obstacles into interpersonal success. See this site for workshops, keynotes, footage and DVds.


Customer Service Valentine

Dear Customers,

Customer service work was not my life’s goal. I did it to make money and pay the bills. Then came the surprise — you served me!  So here’s my reflection and valentine to you.

Customer Service Valentine, the Surprise Image by:RXAPhotos

When you yelled, you taught me about your pain and how best to ease it.

When you took forever to decide what you wanted, you taught me patience and that has served me well.

When your views were so different from mine, you taught me about diversity and made me grow.

When you were disagreeable and nasty, you taught me to cherish the true joy in my life.

When you told me your whole story, you expanded my horizon.

When you told me how to deliver better service, you invested in my future.

When you asked to speak with someone else, you made me believe in teamwork.

When you called, you showed me what trust is all about. You could have called another business.

When you called back and also told your friends, you taught me the true meaning of thanks.


I now offer you this valentine of deepest thanks becauseyou served me. I owe you one!



[©2011 Kate Nasser, The People-Skills Coach, CAS, Inc. Somerville, NJ.
If you would like to re-post or re-publish the content of this post, please email info@katenasser.com for permission. Thank you.]


Leaders, what changes do you want to effect? Kate Nasser, The People-Skills Coach has inspired leaders and staff in countless industries and professions to the heights of customer relations, teamwork, and leading change. Her inspiration and insights transform all those she teaches. Call now to schedule Kate.

Confidence keeps many feeling safe, grounded, and secure. Even the phrase lack of confidence paints a negative picture.

Followers want confident leaders else they don’t follow. Employers want confident job applicants else they worry about performance. Customers want confident consultants so they can trust in their advice. Patients want confident doctors to keep them alive. People need to feel self-confident to face whatever life presents.

Perhaps this emotional dependency on confidence is where overconfidence plants its evil roots. Admitting lack of knowledge is a momentary gap in confidence. Many can handle these brief hiccups and the learning fuels additional confidence.

Others find these confidence hiccups terrifying and paralyzing. Overconfidence takes over and learning stops.

Confidence Gaps Create Learning Image by:Creativity103


When are we too confident to learn?

When people’s opinions of us mean more than learning?

When we fear what we might learn?

When we are basking in the high of feeling confident?

__________________________?


Even for those of us who revel in learning, there can be one moment, one day, one situation when we freeze and stop learning. Anticipating those moments gives us cognitive power to re-ignite learning. It affects teamwork, customer service, sales, leadership, our career success, and personal life.

What do you think: When are we too confident to learn?



Kate Nasser, The People-Skills Coach, takes people from inspiration to action for outstanding results in teamwork, customer service, sales, and leading change. Workshops, keynotes, consultations, and coaching.

Are you slow to change even when things are bad?  Thriving in change is not as complicated as you think. Those who thrive in change act on one belief: scale down to step up.

Thriving in Change - Step Up Image by:KevinH

Scale Down to Step Up

  1. Abandon absolutes of your thoughts and make space for new ideas.  I always saw myself as a speaker and not a writer.  I now do both.

  2. Move constant complainers off the team to boost morale and productivity of committed workers. The re-energized team will produce better results.

  3. Reduce false hope that things will change and increase actions to make things change. Take small steps forward. You lessen fear of mistakes and build self empowerment.

  4. Eliminate relationships that focus on your weaknesses and step up to supportive connections. I walked away from a 15 year friendship when  I admitted that she was a wart on the spirit of life.

  5. Give up comforts that keep you in the present and adopt new comforts that move you forward. I scaled down cable TV. I found all types of fun online learning and discovered more time for interesting new friends and Latin dancing.



Thriving in Change. Throw off the old myth: better the devil you know.  Habit makes the current pain seem easier for now.  But thought-filled action brings new found possibilities and a new found confidence.

Best wishes for your future. I am here as your GPS and catalytic force.

From my professional experience to your success,
Kate Nasser, The People-Skills Coach™

©2011 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish the content of this post, please first email info@katenasser.com for terms of use. Thank you for respecting intellectual capital.


Kate Nasser, The People-Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, customer service, customer experience, and teamwork. For 23 years, she has turned interaction obstacles into business success. See this site for workshop outlines, keynote footage, and customer testimonials and results.

Customer Service Reps (CSRs), call center agents, customer care associates, technical support & help desk analysts, are often tethered to a desk or a pager. The best ones are key links in the chain of service or sales and don’t see it as a life in chains.

Important Link or Life in Chains Image by:VersaGeek

How do they achieve this zen like state working in what so many others consider to be a stressful and confining job?

Here are the answers I have collected over the last 20 years of teaching these inspired CSRs and technical support professionals:


  • Chained to the desk or a pager means you are focusing on yourself. Remembering you are a key link in the chain keeps you focused on the customer.
  • Satisfaction comes from knowing that you helped — made their life easier, found the solution, made the experience fun, lifted them up.
  • On tough days, I take pride in how great I am under pressure.  Other CSRs buckle, I don’t.
  • I never let envy of other jobs rob me of the joy of my current life.
  • Before working as a Technical Support analyst, I was in the Coast Guard patrolling in the Gulf of Mexico. I was shot at daily by drug running boats.  Trust me, tech. support work is not stressful!

Service is different than servitude (a life in chains). The former you choose that latter you don’t.

Choose your attitude every day.  Why let angry or rude customers change your choice?

Choose to see the value in what you do — a key link in the chain.

Choose to educate yourself about business success by learning directly from the customers.

Choose to be a CSR, Help Desk or Technical Support Analyst at an enlightened company.

Choose, as leaders, to enlighten your organization’s approach to customer service and to help change your industry with your enlightened view.

Choose to evolve and grow every day of your life.

Which mindset will you choose?

Life In Chains?

or

A Key Link in the Chain of Success



You can choose to be a strong link for others if your mindset is one of service — not of servitude!

©2010-2012 Kate Nasser, The People-Skills Coach, CAS, Inc. Somerville, NJ. If you would like to re-post or re-publish the content of this post, please email info@katenasser.com for permission.  Thank you for intellectual capital.


Kate Nasser, The People-Skills Coach, continues to inspire legendary service attitudes and behaviors across generations, industries, and professions. Her keynotes, workshops, and DVDs re-energize commitment and delivery of outstanding customer service experiences. Authentic, intelligent, and humorous — book Kate Nasser to transform your next service initiative.

The challenge of excellence is consistency. One of the biggest risks to excellence is habit and repetition.

Excellence is not a repetitious reproduction of the result from last time.  To be consistently great — to create excellence each time – you must start with a fresh attitude each time.  As a result you have the chance to deliver a better result each time.

The goal of excellence unleashes energy, innovation, and commitment.  The results of repetition are often boredom, assumptions, bad listening and a contrived result that fails.  The key lesson is to never confuse repetition for consistency.  In the workplace the implications are far and wide.

Leadership Implications. What message are you sending to your organization? What attitude are you projecting? Ask your teams, “How do we produce excellent results?” If the answers focus primarily on executing a fixed plan, they may believe that excellence is achieved through repetition. The goal is to be consistently great not repetitiously stuck in one plan.

Sales Implications. Great sales professionals know from experience that a rote repetitious script rarely seals the deal. Assumptions — even with a customer you know well — can lose you the deal as well as the customer relationship. Use the current knowledge about the customer and sharp listening to create appropriate questions, ongoing learning, customized solutions, and an excellent sale each time.

Customer Service & Care Implications. As with sales, customer service and customer care take a fatal turn for the worst when delivered with bad listening and robotic actions. Customers want and respond well to care that seems truly focused on their needs. Consistently great service requires customer service reps (CSRs) to re-initiate listening and caring on each interaction from the moment they start work until they go home. A fresh new positive attitude with each chat consistently delivers excellent service.

Consistently Great - Not Through Repetition Image by:NWLens


For inspiration, think of live performers like musicians, dancers, and athletes. Consider stage actors. They must deliver the same lines every night. If they reproduce those lines the same way each night, they will fall short of an excellent performance. It will seem contrived. Instead, they must create a new excellent performance each night.





What can you do to inspire yourself and your team members to excellence every day?

Here are several ways. Add your ideas to this list!!

  1. Before each meeting or interaction, think “Another opening, another show”.
  2. Ask “What has changed and how do we still deliver excellence?”
  3. Use knowledge, data, listening, and communication to take informed risks.
  4. Learn with each fresh new start. The safety of repetition is an illusion.



©2010 Kate Nasser, The People-Skills Coach, CAS, Inc. Somerville, NJ.

If you would like to re-post or re-publish the content of this post, please email info@katenasser.com for permission.


Kate Nasser, The People-Skills Coach delivers inspirational and substantive keynotes and workshops producing changes in attitudes and behavior for sales, service, teamwork and front line leadership. Her stellar reputation as an engaging, high energy, and intelligent resource is well earned. See this site for more information.

Nuts-and-bolts teams (also known as infrastructure teams) are often out of the spotlight and sometimes off executives’ radar screens.  

Clearly, the work of these infrastructure teams including information technology (IT), facilities, security, training, records management, to name just a few, is integral to the daily and long term success of organizations. 

Yet leaders must inspire and engage these nuts-and-bolts teams to greatness without the boost of recognition or event hooplah that bottom line teams enjoy.

The sales and marketing teams in for profit companies can easily see their contributions.  In scientific research organizations, diverse scientists know how they fit into the core purpose.  Programmers and graphic interface designers are at the pulse of success in tech companies big and small. There is inspiration in knowing that your work really counts.

So it is worth asking how do you inspire and engage nuts-and-bolts teams whose work doesn’t seem to be the heart of the core purpose?

Inspire and Engage Nuts-and-Bolts Teams. Image by:sghosh30

Support Makes It Work
I have spent 20 years inspiring nuts-and-bolts teams to greatness and one theme continues to resonate with all these infrastructure and support teams — “you keep the organization running”. Support makes it work!


Engage with Images
To inspire these teams, leaders, initiate this discussion with your nuts-and-bolts teams. Ask them to give examples to illustrate it. Have a computer hooked up to projection and find online images of each example they give. Some common replies include: pillars, suspension cables on a bridge, supply lines for front line troops.

Add even stronger, more exciting images like:


The “catcher” in a flying trapeze act who hangs there ready to grab hold yet doesn’t get the “wow” applause of the fliers doing triple flips. Show the safety net to illustrate the importance of those teams who are providing back up and securing resources.

Electrify your infrastructure teams with images of road crews for rock bands or pit crews at a race track.

Tap their personal needs with images of cleaning crews in hospitals. Would you want to be sick in a dirty hospital?

Highlight the backstage theatre crews who are moving props, working the curtain, applying makeup, fixing costumes.

For sports success, there are many supports teams — those who maintain golf courses, drive the Zamboni that smooths the ice rink, prepares the football or baseball field.


Main Point: Very little of the bottom line or core activity in organizations succeeds without infrastructure support teams. Take pride in doing the job well for when it is done poorly or not done, it effects the bottom line.  If time allows, schedule your teams to visit and talk to these teams noted in the above examples. It can re-energize a team to speak with other support type functions that take pride in their work.

QUESTION: What other images or inspiration would you add to this list to help nuts-and-bolts support type teams feel more valued?


Next Post on This Topic: The Tough Question
Leaders, how do you keep them inspired as they continue to see so much outsourcing and off-shoring of infrastructure and support functions?


Kate Nasser, The People-Skills Coach, has established her reputation over 20 years as a gifted speaker, trainer, and inspir-a-tor who delivers transformational results in team spirit and performance. See footage of her in action at this site http://katenasser.com.

One of the more recent workplace concepts is employee engagement. Wikipedia notes, Employee engagement can be seen as a heightened level of ownership where each employee wants to do whatever they can for the benefit of their internal and external customers and for the success of the organization as a whole.

Most everyone would agree that the business results of engaged employees are positive. The question is: How much time and energy should businesses spend to ignite this employee engagement and do you expect employees to keep the engagement going once you light the fire?

Employee Engagement: Light the Fire Image by:OddBod

Great leaders inspire. They have engaged employees. Yet great leaders also expect engagement from employees. They avoid the mistake of becoming the perennial entertainer who sees lapses in employee engagement when they are not entertaining.

As a consultant, leaders bring me in to help light the fire for employee engagement. Often they ask me when engagement is low. My success in re-igniting the fire in various organizations for 20 years includes the steps noted below. As a leader, you can use this approach to do the same.

  1. Highlight unique talents. Have the employees identify their unique talents. Share your view of it as well. An employee initiates and sustains engagement when s/he believes they make a unique contribution or difference.

  2. Identify the impact of their efforts and their lack of effort. A common problem among employees is limited sight distance. They fall into the rut of daily routine and become more and more detached from the big picture. Use specifics from the business instead of generalities.

  3. Handle the chronic complainers (aka perennial naysayers). There is nothing wrong with intelligent disagreement nor with venting some negative emotion. Employees are people not robots. Yet chronic complainers and naysayers have a strong erosive effect on employee engagement. They do not contribute ideas, innovation, nor solutions. Over time they stop others’ who would otherwise engage yet who no longer want to engage and interact with the complainers.

  4. Focus on and recognize learning. When you build a learning culture, you breed long term employee engagement and long term organizational success. Learning from mistakes. Learning about customers. Learning about themselves and each other. Learning how to deal with seemingly unfair conditions and turn them into huge successes. Build pride in doing tough jobs well!

  5. Have a zero tolerance for lack of engagement. An employee chooses to work for you and get paid. Engagement is expected. Great leaders quickly address lack of engagement with a clear statement of what is expected and with openness and discussion on how to make it happen. They do not debate if it should happen and don’t get sidelined with endless discussions of obstacles, barriers, and complaints.



What other steps are in your critical plan for employee engagement?


©2010 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish this post, please email info@katenasser.com. Thank you for respecting intellectual capital.


Kate Nasser, The People-Skills Coach, is widely known for her success inspiring zealous employee commitment and engagement in diverse industries. See this site for what leaders and other session participants have said and accomplished with Kate’s contributions.

Teens & GEN Y, your future will be successful beyond your current boundaries.  Many teens and GEN Y see the difficulties and the boundaries and think: Why do we have to go through this? Your future will rock when you start to ask: How do we get through this?

Your future will rock when you combine your special talents with lessons learned from others who have overcome difficulty.  This came to me recently when a friend said,  “If I only knew these things when I was a teenager!  I could be so far ahead of where I am now.”

So here’s a list of lessons learned from my life and diverse friends on Facebook & Twitter to rock your future with success.  If you are a parent reading this post, share these with your teens and GEN Y and their friends/parents.

GEN Y Success with Lessons Learned Image by:Camera Slayer

  1. Separate surviving and thriving in your mind.
    Hopes and dreams stay alive when you can live with survival skills and work for and towards thriving.  If you think that your current survival is the only life you will have, you will miss chances to thrive.
  2. Volunteering to help those you live with builds bonds that grow into adult relationships.
    Many people today volunteer with charitable organizations and non-profits. This is wonderful. Yet, do you volunteer to help your family? It shows your ability to think of others’ needs without being told. It lays the seeds for your adult relationships with them. It also prepares you for teamwork in the workplace.
  3. Build your network early and keep in touch.
    The more people you know and help, the more people who will be there when you need help. Sooner or later we ALL do. ~ Joan Koerber-Walker, Chairman & CEO, CorePurpose
  4. Create your future self now.
    Ask yourself, “How might this choice affect me in 5 or 10 years? ~ Don Eric Weber, Executive Coach
  5. Show genuine care for any job you do.
    Even if it’s not your dream job, people will remember your attitude and actions. ~ Jay Baron, Cable Techie, Canada
  6. Never let disappointment discourage you.
    Consider it a chance to learn. ~ Kathi Browne, Executive Spouse Coach
  7. Lead by example.
    Lead in ways of being respectful to others even if they differ from your beliefs. Value acceptance and tolerance. ~ James Sorenson, Customer Service Professional
  8. Work hard at what you utterly love.
    Work hard. Embrace risk. Do something you utterly love. Be a good person. Pay it forward. ~ Ted Coine, Author & Speaker, 21st Century Business
  9. Develop the habit of finding out everything about things that interest you!
    In this way, be a fanatic to build your life. ~ Joshua Symonette, former NFL Player, Professional Speaker
  10. Find your strengths.
    Success follows from self-awareness of one’s strengths and playing to them. ~ Joe Williams, NASA Scientist
  11. Never under estimate the power of gratitude. ~ S. Max Brown, Speaker & Radio Co-Host
  12. Let your walk be your talk.
    Stars walk their talk. Super Stars let their walk be their talk. ~ Dave Carpenter, Mentor to High Performers
  13. Conquer your fears with knowledge and will.
    You will achieve things you thought were impossible to do. ~ Anne Egros, Global Executive Cross Cultural Coach
  14. What you do for others matters.
    In some ways, relationships beats smarts. ~ Barry Dalton, CIO
  15. Show up. Pay attention & participate.
    Honor commitments or let people know you can’t, and why. ~ Roy Atkinson, IT Professional
  16. Honor, regard, respect.
    Hold tenaciously to honor, regard, and respect for yourself and others. ~ Ty Sullivan, Director Marketing NYC Restaurant Group
  17. Just because you think it, that doesn’t mean it’s true.
    Don’t act on big thoughts without checking other sources. ~ Jim Morgan, TeamTrainers.
  18. Define Success.
    Think about what success means to you. It’s different for each person. ~ Jane Perdue, Leadership Consultant & Coach
  19. Pay attention to the details.
    Also, nurture and help everyone in your orbit — friends, family, teachers, employers. ~ Pattie Roberts, Professional Writer
  20. Form and live good habits.
    Habits are the most important thing to success. Take constant daily action steps toward your dream. ~ Gary Loper, Business/Life Relationship Coach
  21. Use the GROW model.
    Goals, (Current) Reality, Options, Will (what will you do) from MindTools.Com. Start with identifying your goals and writing them down or verbalizing them. ~ David Brand, Coaching Fan
  22. Nothing beats a forward focus, solution orientation toward life. ~ Dan Rockwell, Non-Profit Leader & a Leadership Blogger

My final tip: Get comfortable with change. When it knocks, open the door! A VP of HR told me that #1 trait they look for — flexibility and comfort with change.

Please share your lessons learned for success in the comments section below.


Kate Nasser, The People-Skills Coach, inspires success through her keynotes, workshops, and training DVDs on various people-skills topics most especially communicating across diversity. Her latest DVD on the regional differences in customer expectations throughout the USA is available here Customer Service USA – What They Expect Coast to Coast & Everywhere in Between.

Two recent experiences gave me insight to update this post (original was June 2010) to include even more value of the two magical words. Enjoy this post and the updates shown below in green.
As you read the title of this post, two magical words for the best people-skills (also known as soft skills or interpersonal skills), you might immediately think of please and thank you.  While these classics are still very valuable people-skills words, they are superseded by two words that are magical even when you just think them.

Could the two words be:

Trust & respect? Admittedly crucial yet just thinking them doesn’t necessarily produce great interactions.

Intuition & connection? Some people have little intuition yet they learn great people-skills.

What are the two magical words for the best 21st century people-skills?

Magical Words for Best People-Skills Source:Istock.com






“What If”










What if … helps you consider other people’s views.
What if … bonds with diverse customers.
What if … delivers unique customer care.
What if … engages and empowers employees.
What if … builds bonds on teams.
What if … leads people out of the fear of the unknown.
What if … frees you of the limits of your own perspective.
What if encourages people to think outside-the-box.
What if allows a fresh start after poor performance.
What if opens people’s minds to constructive criticism.

What else does this magical two word phrase do? Or do you have another favorite two word phrase for the best 21st century people-skills?


Kate Nasser, The People-Skills Coach, brings her insights to your organization in workshops, webinars, and dvds on profitable people-skills for teamwork and customer care. See her in action Kate Nasser video footage.

Customer care, the true sense of wanting to help customers, is a subject that has intrigued me for many years.   Why do I feel so much inspiration to care for customers?

You might immediately think personality type. Maybe some types are more innately inspired to care for customers. Yet, I am not an amiable on the personality scale.  In fact, I have seen many different personality types working quite well in customer care.

Maturity? I have always felt the inspiration to care even as a teenager with summer jobs.  Money?  Well, summer jobs didn’t pay much. In fact, read the myriad of blog articles that claim CSRs are demotivated because they don’t get paid enough to care.  (I don’t agree with that one.)

Well I have spent much of my professional life inspiring customer service and tech support reps to care for customers. Leader after leader has asked me the same question, “How can we motivate our reps to deliver better customer care?”.   One day, I heard the same question again. This time it hit me that the obstacle the leader faced was not the reps — it was the concept of motivation.

Motivation

The concept of motivation conjures up images of offering comp days if they consistently reach their metrics or scheduling a pizza party if they clear the backlog in the email queue. There is nothing inherently wrong with offering these carrots to accomplish a short term goal. It will not, however, create consistently high quality customer care. The effect of the motivator wears off the same way an advertisement loses its marketing/sales effectiveness over time. It no longer motivates.

Inspiration

On the other hand, inspiration is something deep inside your reps and consistently there. The actual feeling varies in each person. Here is a short list of inspiration points I have tapped in thousands of reps over the years. You will notice a common thread. Inspiration is integral to what makes the individual rep naturally feel good.  What would you add to this list?

  1. Making a difference in the customer’s life that day. To do that, the reps need to be empowered to actually help.   Reading from scripts and having to pass all exceptions to a supervisor is not inspirational.
  2. Seeing how their work contributes to the company and the customer’s success. A director of customer services recently told me that their initial attempt at training reps included a product manager delivering a Powerpoint presentation on the products.  She was in the back of the room and saw the reps disengaging, looking around, swiveling their chairs.   She decided to redo the customer service reps training program and had them actually touching the products, installing them, and so forth.  The results were amazing.  In fact, the results were inspired!
  3. Living what it feels like to be a customer.
  4. Enjoyment and fun. There are people who begin to care about others when they feel good themselves. It doesn’t have to be constant fun — life rarely is. Yet if there is no fun, these reps will not be inspired to give more.
  5. Respect for their individual talents. Perhaps one of the most common inspiration points is people being known and respected for their individual talents — at least in our American culture. In eastern philosophies/cultures, this is not necessarily the case.

©2010 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish this post, please email info@katenasser.com. Thank you for respecting intellectual capital.


Kate Nasser, The People-Skills Coach, is an inspirational and activational speaker and trainer in customer service and teamwork. Her years of experience, her natural intuition about people, and passion for people-skills always take your organization to a higher level of performance.  See her video footage on this site.

A customer service trainer and colleague, Laurie Brown of TheDifference.Net, often asks customer service reps What Business Are You In?. What would you reply? The customer service and care business? Or would you reply the airline business, the retail business, the technology business, the healthcare business? As a leader, your answer directly impacts what you and your employees think, say, and do for the customer.

ALL Think Customer Care By:AmandaWoodward

You may see this as logical for the teams directly tasked with customer service, customer care and sales. Yet leaders, ask yourselves, do all your employees think that customer care is their job? Do you think so? We know the legendary philosophy of Disney, Nordstroms, and Ritz Carlton. We also know that not every company embraces it. Reasons range from “cost” to “industry differences”.

So consider this post a plea to reconsider and a getting started guide for the sake of your business.

Even if you keep non-customer facing teams truly separated from the customer, they must think and act customer care in order to enable your sales, customer service, and customer care teams to wow the customer. If they do have occasion to speak with the customer, they must switch their mindset and communication from company focused to customer focused in an instant!

You can get started with no delay and little cost. Use the stories and questions below to spur conversation and action on customer care with the leaders that report to you and throughout your organization.

Accelerate to Customer Care

  1. Exceptions. Non-customer facing teams often live in the world of procedures and standard practices. Customer facing teams like sales, customer service, and customer care live in the world of flexing and adapting to customers’ requests. The gap between these two worlds is where you lose customers and also lose morale among the customer facing teams.
    Action item: Minimize this gap by having customer facing and non-customer facing teams meet and identify the few highest risk areas where procedures must be followed. All else can be flexed and changed to meet the customers’ requests. The bonus from these meetings — better teamwork among all the teams.


  2. Workarounds. To deliver on those exceptions, sometimes employees must first think workarounds rather than the total fix. Here is a story I have used for years to illustrate this as I teach customer care to non-customer facing teams: A customer facing team calls you about a customer’s pressing need. The customer reports he is having trouble printing the financial report and it must be in his CEO’s hands in 10 minutes.
    I then pose this question to workshop participants: What is the problem to be solved? Most of them reply “fix the printer” or “find out why the printer isn’t working”. Bzzzz — wrong answer. The problem to be solved is — get the report to the CEO in 10 minutes! Step 1: What are the possible solutions to achieving this in the time frame needed? Step 2: Once accomplished, what are the solutions to preventing a repeat call?
    Customer facing teams clearly see the purpose of two steps because they experience the urgency on the call. Non-customer facing teams often do not. They often skip step 1.
    Action item: Teach this simple yet powerful principle to your teams.


  3. The New Boss. Non-customer facing teams’ loyalty and focus is frequently to their managers. Their managers write their performance reviews and have a say in promotions. Although this is true of customer facing teams as well, these managers know that in many ways the customer is the boss. The standards these managers use include customer satisfaction and customer WOW feedback. Not always so with the leaders and managers of non-customer facing teams.
    Action item: Include customer satisfaction and customer care teamwork in evaluations of non-customer facing team members.

What would you add to this list to get all employees to think customer care? Would love to hear from you in the comments field below.

©2010 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish this post, please email info@katenasser.com. Thank you for respecting intellectual capital.


Kate Nasser, The People-Skills Coach, has delivered customer care, customer service, and team building workshops for 20 years. Her new training DVD on adapting to regional differences of USA customers is now available. See preview Customer Service USA – What They Expect Coast to Coast.

Career and life transitions are difficult for many people. For some — downright scary. People feel they can no longer be who they are nor are they sure of what their life will become.

So what happens? They resist career and life changes. Wrong move for sure. There’s an easier way to transition to your new career and life goals. Need a little inspiration and guidance for the impending changes and transition?

Here’s one of my two minute motivators including music. It inspires and teaches lessons learned from my three career changes and even more transitions Change really doesn’t have to be so hard!

Remember, people change when the fear/risk of changing is less than the fear of staying the same. So take inspiration from this two minute motivator and replace your fear with the easier way.

After you watch this two minute motivator,  add your insights and transition stories in the comments field below.  I also welcome your questions.  I am here to help as a coach or as the speaker at your next event.

~Kate Nasser, The People-Skills Coach

By: Trickybits, Flickr

By: Trickybits, Flickr



Business owners seem to inherently know the value of a customer.
  If not, they generally go out of business.  As businesses grow and hire more people, the employees don’t inherently know the value of the customer.

As part of National Customer Service week, I wrote The Customer Value Creed for organizations of all sizes to use as ongoing inspiration for quality customer care.

This creed includes the two winning entries from the customer value contestCongratulations and thanks to Kalin Bracken and Joan Koerber-Walker for their winning entries (#12 and #13 below).

The Value of Customers

  1. Customers spark innovation through their demands. Embrace your innovators.
  2. Customers give you an advanced education about people. Respect your “teachers”.
  3. Customers pay for your performance.  Give your best show.
  4. Customers keep your company alive. Feed your blood.
  5. Customers blow your horn. Herald your trumpeters.
  6. Customers are your future Wikipedia. Make many entries.
  7. Customers are your tweeps on Twitter.  Tweet them right.
  8. Customers are your reputation. Protect it.
  9. Customers are gold. Mine for it.
  10. Customers are your greatness. Cherish and nurture it.
  11. Customers are human. Help humankind.
  12. Customers are your muse. Be inspired. ~Kalin Bracken
  13. Customers share their remarks with others. Be remarkable. ~Joan Koerber-Walker

I welcome your additions to the customer value creed in the comments section below.

From my professional experience to your success,
Kate Nasser, The People-Skills Coach™

©2009-2012 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish the content of this post, please first email info@katenasser.com for terms of use. Thank you for respecting intellectual capital.


Kate Nasser, The People-Skills Coach™, delivers coaching, consulting, training, and keynotes on the ultimate customer service experience, teamwork, and leading change. Kate turns interaction obstacles into business success. See this site for workshop outlines, keynote footage, and customer results.

It is my pleasure to introduce my first guest blogger, Pattie Roberts. She is a freelance writer specializing in marketing. Yet in this article she reveals an insight on people-skills and technology that I just had to feature here.  Pattie and I welcome your comments below and directly to email.  Kate Nasser

When I was ten I realized that many people were not telepathic and it broke my heart.  In that one moment of epiphany I knew that I, like most of this planet, would live and die in profound isolation.  I would never really know anyone else’s thoughts or feelings, nor would they know mine.   This sober knowledge informed and drove everything I did from that moment on.  Which is why, amid all of the lamentation about how technology is killing personal interaction, I say bring it on. 

Two functionalities in particular – Twitter and texting – have been incredibly valuable in expressing grief.  Twitter and texting are so valuable to knowing others and being known in times of grief that it is almost too sad to recall old pain experienced without these tools.

We all know the studies claiming the number one fear, worldwide, is public speaking.   People would rather die than be embarrassed.   Showing weakness can be embarrassing.  Expressing a deep sense of desolation at the loss of someone dear can also be seen as weakness.  Can’t have that!   When I lost my mother, then my daughter, then my father, I “held up.” We all do it.  Be strong for others; cry alone.  For me, all that big grief was contained in a small circle of family and friends until this past January when everything changed.  Twitter and texting entered my world.

One of my dearest friends, Lezlie, a sister of the heart, lost her father on January 27.  His name was C. Berry Carter. We all called him Daddy Bear and he was my surrogate father for more than 20 years after my own parents died.  Daddy Bear started not feeling right at Thanksgiving of 2008 and by January he was gravely ill with liver cancer.  Lezlie was understandably frantic with worry and close to despair.  I had been through this many times but she, never.  I felt both her pain and my own. 

You wonder how you can feel that much pain and still live.  And it doesn’t keep convenient hours.  At 3:00 am I was still awake, too tired from weeping to sleep and so was she.  It all felt horribly familiar except this time, I had the next best thing to ESP with my friend.  I had Twitter and texting. 

U awake?  Yes.  Crying?  Yes.  Me too.

It was so strange and so comforting.  We could be together at any hour, from any location, without actually speaking.  Short bursts of instantaneous thought and feeling without the constraints of normal conversation were a godsend.  You can cry while you are texting without having to “hold up.” The soft ping of a tweet or a text doesn’t intrude like the screech of a phone ring.

I texted her funny quotes and photos of my dogs doing goofy dog things.   We were in closer contact than we ever could have been had we driven to each other’s houses or called and left messages.  We kept right on with the demands of our separate lives and saw each other whenever we could.  But with Twitter and texting, we never left each other’s side. 

After the service, I wanted to shout to the world that a great man had passed.  I wasn’t able to do this when my own dear ones left.  There were obituaries, of course, but traditional media are limited in scope and reach.  But now, cold, impersonal technology made the comfort of strangers possible.  I tweeted my sorrow and loss out to the Twitterverse.  I have no idea how many people may have read it but I felt connected to billions and it was a comfort unlike any I had known before. 

This past weekend I saw a post on LinkedIn by a man who had just buried his mother.  He wanted to salute her since it was so near Mother’s Day.  I felt for him — still not ESP, but the next best thing.

About the Author

Pattie Roberts is a freelance writer and researcher specializing in marketing-related writing.  Her analytic side loves to do the research to market your business.  Her expressive side comes out in the marketing plans, briefings, and presentations she writes for you.  She is currently writing grant applications for non-profits and is taking on new customers.   Pattie lives in Annapolis, MD, with her husband, the musician Hugh Feeley, and their two rescue Yorkies.   When she is not working on research for your business,  Pattie fusses over her roses, writes loooong letters to her stepdaughter in the Marines  stationed in Japan (ooh rah!), and thinks of faster ways to finish projects around the house and tweet those ideas.  You can Tweet her at http://twitter.com/pavroberts or email her at pavroberts@comcast.net.

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