3 Mindful Tips For Small Business Success

imagesBeing a small business is all the rage! And, for good reasons:

  • You are your own boss
  • Working your own hours
  • Working from home
  • Hand crafting a company out of your passion

But, being a small business is tough. Staying competitive isn’t easy. Advertising and marketing your business correctly takes time and knowledge. Money is hard to come by, especially if you’re working another full time job to make sure bills are still paid. There are some great ways to obtain a loan, such as through Kabbage.com, a friendly small business focused company that helps simplify the process to allow companies to succeed in their goals.

3 Mindful Tips For Small Business Success

1. Remove The Word “Can’t” From Your Vocabulary

If every business owner, large and small, said “I can’t do it!” then we’d have less businesses out there to shop from. Begin by modifying your self talk by removing the word “can’t” from your vocabulary. Be realistic about what you can do and search for alternatives when you are unable to find an easy solution. This simple act will open the doors to more opportunities than you can ever imagine. Do not give up!

2. Fill Your Plate Effectively

Life is a buffet and you choose what you put on your plate. Plan on being busy. Very busy. You’re trying to get your business of the ground, after all! Use your minutes wisely. With so much going on in trying to organize and create your company, managing your time is going to become the most difficult yet most important thing you do. Begin to look at your tasks from the priority perspective–what do you need to do first and foremost? Learn from experts, like Jeff Toister, who offers time management advice on his blog. If you feel you really can’t do anything at all because you’re so busy, promise me that, at the very least, you’ll set aside 30 minutes a day to read The 7 Habits Of Highly Effective People by Stephen R. Covey if you haven’t already.

3. Put Kindness First

A small business has a lot of competition, mainly from larger companies. One simple act will set your business apart from the rest: acts of kindness! When customers come to you, they are making a choice to do so. Treat them with the utmost respect and put yourself in their shoes when problems arise. Going above and beyond for your customer can make or break a business. When others get word of the amazing service your company offers, they will flock to you and the dollar signs will follow. Research customer service gurus, such as Shep Hyken, who gives important insight into the power of creating an amazing experience for your customer. Or, Doug Sandler, who shows you that being nice can get you anywhere in the business world.

Jenny is the Customer Service Manager for Phone.com with over a decade of customer service experience. She is co-founder and a regular contributor on Communicate Better Blog.

Facebook Twitter LinkedIn Google+ YouTube 

 

3 Ways To Not Stumble In Customer Service

My sneaks looked like this!

My sneaks looked like this!

I am 13 years old. I love the Spice Girls. With a brand new pair of platform sneakers on my feet, funded through hours of baby sitting, I venture from home to the school bus stop. In my town, we do not have side walks; we have horse trails. I feel a sense of hipness, like I might have a chance of being cool for one day with these new shoes, as I cruise down the trail.

My backpack is filled with textbooks and must weigh upwards of 20 to 30 pounds. I’m running late and pick up speed on the horse trail toward the bus.

I miss the dip in the dirt as I’m moving along nearer to the stop when my right platform shoe twists sideways. I do not fall forward but rather, my heavy backpack carries me backward, flat onto the dirt.

The bus stop is full of my peers. I lay on the trail and stare at the sky, wishing I could just fly upwards and hide among the clouds. Instead, I pick myself up, with my now dirty platform sneaks and walk with my head down to the group. They laugh. The bus arrives. Off to school we go!

It’s when we think we’re being the coolest that we most often overlook the important things.

In customer service, we can be really, really good at our jobs but if we’re not paying attention to the holes on our trail, we’re going to stumble. We’re going to miss opportunities to create an amazing experience for the customer.

3 Ways To Not Stumble In Customer Service

Mind The Gap!

You may know your product inside and out but you’re seeing it through your own eyes, not the eyes of your newly signed up customer. Take a step back and see your product the way they are seeing it. What is leading to their confusion? How can you explain this process to them in a way that allows them to understand? What feedback can you give to your development team to help make the product better? By minding the learning gap, you are single handedly closing the gap for the future.

Watch Out!

Moving too quickly, without considering what lies in front of you will cause you to land on your back, like I did in those platform shoes. As a customer service specialist, you must watch where you are going but also watch where the customer is going. They do not know your service as well as you do just yet and are relying on you for hand holding. Pay attention and guide accordingly!

Get Uncomfortable!

If you normally wear flat shoes then suddenly stuff your feet into a pair of platform sneakers, you may not be able to walk correctly. They may look fantastic and you may feel like Ginger Spice, but to your customer, you just look like you don’t know what you’re doing. Now, I’m not saying don’t wear platform sneakers (hey, I ended up living in those things for a couple years), but I’m saying, if you do–be prepared for uncomfortable feet. If your business releases a flashy new product and you’re not quite ready for it, it’s going to be awkward. Prepare your team through training before setting them out on the run way.

Jenny is the Customer Service Manager for Phone.com with over a decade of customer service experience. She is co-founder and a regular contributor on Communicate Better Blog.

Facebook Twitter LinkedIn Google+ YouTube 

The Chickens Never Saw It Coming

Me and my favorite hen, 1998

Me and my favorite hen, 1998

I would like to preface this post by saying that no chickens were hurt. Ever. I loved those birds and simply wanted to have fun.

Now that PETA can lay off my back, I will continue to share my story.

Two words:

Chicken Bowling

It was my job to feed the chickens in the morning. I scooped out a coffee can full of seeds and throw it out on the dirt for all the chickens to munch on. The birds made happy clucking noises as they venture over to eat their breakfast.

As the birds gathered for their meal, I would go find the soccer ball that my sister and I would kick around on the lawn.

Then, I would pick up the soccer ball with my hands, swing my arms and roll the ball right into the center of the flock of breakfasting birds.

They would squawk wildly and jump into the air as the ball rolled right through their close knit circle.

Full of giggles, I’d wake up the neighborhood with the commotion.

This is another story I tell to others that usually returns awkward laughs from those who are not sure if they really should be laughing at such a thing.

But, if we can take anything away from this, it is:

  • Chicken bowling is a unique game that you should only play if you go hug each and every chicken afterward. And, give them extra food as an apology.
  • There is fun around every corner, just be creative! Even when you’re stuck feeding fowl before school in the mornings and you end up walking to the bus smelling like a chicken coop.
  • Anyone who has never had chickens is totally missing out and will most likely not understand this story.

Does this have anything to do with customer service? Perhaps! Does this have everything to do with communicating another story from my unique childhood? Absolutely!

[custom_author=jenny[

When Pigs Fly In Customer Service

pigsflyThe last baby goose at the local feed store went home with my sister and I, as a gift from the owner. More likely, it was a “let me get rid of this crazy goose to whomever will take it” sort of thing. We thought it was a boy and named it Bert the Goose. This lasted about 6 months until Bert the Goose laid an egg. Her name remained Bert.

Snuffy the pig was a rescue. He was so overweight his stomach dragged on the ground and flaps of fat fell over his eyes. He clearly was an unhappy yet friendly fellow.

My sister and I grew up with these two creatures. The relationship with Bert the Goose varied as she calmly let us pet her soft feathers then would chase after us, beak open, and bite our Achilles tendon until she left her mark to teach us who is boss. Snuffy became part of our playtime. We’d swing on the swing set and Snuffy would wander around, practically blind, underneath us. We’d grab his tusks gently and hold up the skin around his eyes to help him see.

One morning, I was sent to collect eggs from the chicken coop and I noticed both Bert and Snuffy were no where to be seen.

I peered into Snuffy’s pen and saw Bert the goose tucked in next to him as they both slept soundly. Weeks went on and these two were inseparable. A pig and a goose, moving everywhere together around the yard, cuddling at night and seemingly, quite content together and clearly in love. My mother would joke, “Here are the two that will make the saying, “When pigs fly” a reality”.

There are unlikely stories all around us. Customers approach us with the most unbelievable situations and it is our job to listen. Sometimes, we may not believe it and other times, we just give them the benefit of the doubt.

And, sometimes, the unlikely resolutions come from our side. We invent creative solutions to something that never seemed possible, making for the happiest of customers.

But, we must remember if a pig and a goose can fall in love, anything can happen.

When Pigs Fly In Customer Service

  • Listen to your customer’s story

Their story may be absolutely bat poo crazy, but can you simply just listen to your customer? Taking the time to listen to the story not only makes for a great story to share with your team later on, but it gives the customer a sense of trust–they can trust you to listen and take them seriously, despite the situation. When I tell people the story of Bert the Goose and Snuffy the Pig, I’m given a look of pure craziness and disbelief. Does this surprise you?

  • Find creative solutions

It is my hope that you reading this are empowered by your employer to develop creative solutions to problems that your customers have. Being able to hand craft these resolutions, custom to the situation, gives you more control and also gives your customer more power to believe in your business. We ended up enlarging the pen for Bert and Snuffy, as well as cushioning it with more stray, to give them more space to sprawl out comfortably when sleeping at night.

  • Don’t Doubt Yourself

Don’t doubt for one minute that you can’t help your customer. Don’t doubt that you don’t have the solution for your customer. With Bert and Snuffy, their relationship was so unique we were not sure exactly how to react, but we allowed it to be as it is and to allow them to love just as they wanted and needed to. We were confused, yes, but we didn’t doubt ourselves and take this away from them. I hope you don’t do the same for your customer, who has approached you to help fix their issues.

Jenny is the Customer Service Manager for Phone.com with over a decade of customer service experience. She is co-founder and a regular contributor on Communicate Better Blog.

Facebook Twitter LinkedIn Google+ YouTube 

 

 

 

The Lesson From A Spoiled Smoothie

Care For A Sip?

Care For A Sip?

I am a people pleaser. I was taught from an early age that you focus on what others want, keep everyone happy and always put yourself last.

In my adult life, I have learned that this isn’t the most optimum way to live your life. But, old rules are hard to break and it’s a constant challenge for me to be aware of my people pleasing ways and communicate openly.

My boyfriend makes amazing smoothies. He’ll whip up delicious mixes of fruit and yogurt in the blender then pour them into glasses. I quietly guzzle the healthy, tasty beverage. Perhaps this is why he makes them–I’m quiet for a few minutes…hmmm…

Anyways, I went out to lunch with a friend one afternoon and came home to find a smoothie waiting for me in the fridge. I wasn’t hungry so I said I’d leave it until the following day to drink.

That day arrived and I open the fridge to dive headfirst into the smoothie. I take one sip and my face scrunches up. The smoothie tastes weird and awful.

But, my people pleasing self thinks, “I can’t let him know that I don’t like the smoothie. What if his feelings are hurt and he doesn’t like me anymore?”

Yes people, this is where my mind goes. To say I am ridiculous is an understatement.

So, instead of pouring it out, I put the smoothie back in the fridge and leave it there.

He comes into the kitchen later in the day and asks if I’m going to drink the rest of the smoothie. He can tell I took a drink earlier. I say that I’m too full and he is welcome to have at it.

He takes one sip and then comes into the room where I am sitting and says, “This smoothie is sour!”

I quietly say, “I know!”

He says, “Then why didn’t you just throw it away, nerdo?”

I say, “Because I didn’t want to hurt your feelings.”

He then replies with, “You are the absolute best communicator in the world!”

I giggle uncontrollably at this because I know he’s being sarcastic and I suddenly feel incredibly awkward and insecure at the truth of the situation.

While this post isn’t going to share with you any life altering people-pleaser fixes, it is a prime example of why open communication is so important.

All I had to say was, “This smoothie tastes sour. It must have gone bad since yesterday” and then tossed it.

By thinking I was protecting feelings, I instead created a larger problem and possibly some gastrointestinal distress for my loving, caring boyfriend.

Think about this the next time you try to protect feelings–in a relationship or with your customers. You may just be making bigger problems for everyone involved!

Jenny is the Customer Service Manager for Phone.com with over a decade of customer service experience. She is co-founder and a regular contributor on Communicate Better Blog.

Facebook Twitter LinkedIn Google+ YouTube 

 

 

5 Reasons To Never Stop Building Stuff

toolsWe’re in this frantic process of getting our house ready to sell.  In the last month I’ve built a gate, hauled dirt, remodeled a bathroom, fixed a broken lock, patched walls and painted.  So many of these are projects I have put off for the past nine years since we purchased our house.

Oftentimes when I work on these all-consuming projects I view them as a break from my day job and fail to see the common tie between the two.  To miss this tie is to miss a key ingredient for fulfillment in both work and life.  Whether it’s drywalling a bathroom, or crafting something out of wood, or creating a process to establish a consistent way of doing things, or connecting meaningfully with a customer, or bringing together a growing team of people under a common purpose, we are building something.  And building stuff is incredibly fulfilling.

Here are just a few aspects of building that are critical to consider:

Building is Purposeful

Whether it’s a vision of a finished home improvement project or perhaps a major goal at work, it’s essential to have a clear vision and understanding of where you are headed.  Otherwise, the finished product could look awfully weird.

Building is Unifying

In the case of the home, it’s exciting to work with my family toward a new bathroom.  In the same way, it’s exhilarating to work together with my colleagues to build something great at work.  In customer service, you get the opportunity to build a meaningful connection on every call.  Literally, your projects last 10-15 minutes.

Building is Learning

If you’re anything like me, you live on YouTube during all phases of the building project.  Part of the fun is diving head first into a project and consulting with an expert in the event that you hit a dead end somewhere along the way.

Building is Improving

With every new project completed, we attain a new set of skills and experiences that help us improve for the next project.  I’ve hung several doors in my house.  The very first doors I hung were a set of french double doors.  I should have started small with a closet door in the back of the house but I didn’t.  Instead, I learned many lessons of what not to do when hanging doors and I’m better for it.

Building is Accomplishing

It is so incredibly exciting to accomplish something.  I just brushed my teeth in a sink that I installed.  Listening to a group of customer service professionals deliver awesome customer service over and over again in accordance with the vision and service standards we agreed upon–that’s an accomplishment.  Our brains are wired to get a huge shot of dopamine every time we accomplish something. (Don’t quote me on that scientific claim)

So, you think you are just talking to a customer, or just fixing something in your home, or just building a relationship with a friend?  Think again.  You are actually in the process of building something great and that is something to dive headfirst into and get really excited about.  Are you just plodding along, or are you building?

Jeremy Watkin is the Director of Customer Service at Phone.com with 13+ years experience as a customer service professional. He is also the co-founder and regular contributor on Communicate Better Blog. Jeremy ranked #85 on the Top 100 Most Social Customer Service Pros on Twitter by the Huffington Post in 2013. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

Facebook Twitter LinkedIn Google+ YouTube 

How To Prevent Snake Overload On Your Customers

You Don't Want To Know What Is Inside This Bucket

You Don’t Want To Know What Is Inside This Bucket

My father works at a lakeside campground up in the hills of Los Angeles County.

As a child, there were a few times in my memory in which he would arrive home from work carrying a ZEP bucket that inside, contained a snake.

It may have been a baby garter snake. A giant black and yellow California king snake. A confused garden snake. Who knows. Either way, he found it at work, managed to pick it up and get it into the bucket that had holes in the lid. Then he thought, “I’ll bring this home for my daughters!” because that’s what every father thinks is a good idea.

(Considering my first pet at age 2 was a hairy tarantula from my mother, this does not surprise me.)

At this point in my life, age 6 or 7, I was not yet afraid of snakes. My mother had a fascination with reptiles and when my father brought them home, she always welcomed them in. If she could have set another plate at the dinner table for it, she probably would have done so. That is how much she welcomed them. And, she managed to always have an empty fish tank handy for the snake.

The snake would be horrified and usually strike at the glass of the tank, very unhappy about it’s new home. We’d all sit around the tank, in awe of the legless creature as my mom wrote “Live Mice” on the grocery list.

Eventually, my father moved out after the divorce, but the snakes stayed. And, multiplied.

Because, with my dad gone, there was much more room for reptiles. And, my mother somehow found other people who also brought snakes home in buckets but no longer wanted them in their homes.

Our home became a sort of snake motel, always with a vacancy sign on the door.

However, flimsy fish tanks with plastic lids don’t make for the best snake room.

One day, I arrived home from school and went into the walk-in pantry for a snack. I opened the door, flipped the light switch on and one of the snake motel residents awaited me, as if desiring a snack as well. The giant snake was curled up and ready to strike.

This wasn’t so bad, considering the time I was in bed and heard rustling coming from underneath as I tried to fall asleep. Yup, it was a snake.

Or, perhaps the one day, my sister and I were walking upstairs to our play room and were prevented from playing with Barbies due to a snake hanging out in front of the door. (I sort of thank this snake…its like it knew what effect playing with Barbies would have on my self esteem down the road).

Or, the time one of the larger snakes escaped in the house and we never found it.

You can also add this to the list: opening the freezer to grab an ice cream sandwich and instead, grabbing a frozen mouse. Because snakes like frozen food too!

Needless to say, my fear of snakes grew with each experience. Not that it was their fault, though.

Sometimes, we think we know what’s best for our customers. And we overload them with it.

We start small with an idea from a bucket that might seem exciting. We may not consider the long term effect it will have on our business. We continue to bring in more and more until, Holy Snakes! It has taken over and now people are screaming and running away in terror!

How do you prevent SNAKE OVERLOAD on your customers? 

Think of a feature that you are nonstop pressing on your customers. Maybe you think this is the darn best feature that you offer and you want to market the crud out of it because you know that everyone will benefit from it. You jumped into the snake pit to retrieve it and you want to share it with the world!

Hold on there, Steve Irwin. Step back and ask yourself, “Is this really a good idea?”

What would your customer think today, 1 month from now or 5 years from now, when they are still working with it?

Some things are just one time deals–one snake is better than 50 to share your home with. The San Diego Zoo can do it, but a mother of two with a half acre lot, an emu, chickens, horses, a donkey, rabbits, turtles, cats, dogs and a cow? Perhaps not the best idea.

It doesn’t mean you failed. It means you were wise and thought about the situation long term. Your customers can trust you–you have their best interest in mind. If they want more, they’ll ask. And, you’ll know what to do next.

My sister and I would have never even asked for one snake if someone posed the question to us, but no one ever did because we were little kids.

That said, with all this snake talk, I am freaking out and now must go search every nook and cranny of my apartment to make sure I didn’t just jinx myself and will find a snake in my closet.

Jenny is the Customer Service Manager for Phone.com with over a decade of customer service experience. She is co-founder and a regular contributor on Communicate Better Blog.

Facebook Twitter LinkedIn Google+ YouTube 

 

 

Quit Complaining And Enjoy The Process

USG_380340Lately we’ve been working like crazy to finish a bathroom remodel at our house.  We contracted out the plumbing and tile work but I kept the drywalling all to myself.  Cutting the drywall, putting it up and screwing it in is easy enough.  The next step is to apply the joint compound to make it look like one beautiful wall.  In keeping with the tradition of our house, my task has been to have perfectly smooth walls.

Early on, I found that as I applied coats of joint compound, I went through a few buckets very quickly.  I then began to complain loudly because my walls didn’t look very smooth.  I even went so far as to call a contractor in desperation to see what it would cost to have an expert come bail me out.

All the while I have continued to apply coats, sand, apply more and repeat.  By the time you get to your second or third coats, it’s just a matter of filling in little divots here and there and the walls begin to look pretty darn amazing.

It’s at this stage in the process where I look back and wish hadn’t spent so much time complaining during the stages that led up to this point.  You can actually be a little bit reckless with your application of the joint compound as long as you have time and plenty of sand paper.

We’re only sort of talking about drywalling at this point.  Replace that with just about any project or process and you see what I mean.  It’s so easy to picture the end result in our heads and start complaining when we can’t accept that there are a bunch of little steps that lead up to the finished product.

Here’s to enjoying the process a little bit more and complaining a little bit less.  I know my wife is grateful that I’ve had this realization.

Jeremy Watkin is the Director of Customer Service at Phone.com with 13+ years experience as a customer service professional. He is also the co-founder and regular contributor on Communicate Better Blog. Jeremy ranked #85 on the Top 100 Most Social Customer Service Pros on Twitter by the Huffington Post in 2013. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

Facebook Twitter LinkedIn Google+ YouTube 

Dear Crazy Poolside Screaming Children, Thanks For The Lesson

kidsI don’t have children. I don’t understand children. Children terrify me. If you are my friend and you have children, I love them by default because they are part of you. The terror and confusion are still present though.

July 4th, 2015: I’m at the apartment complex pool and arrive early, to avoid the crowd. I am laying out in the quiet, soaking up sun in my bathing suit, with an insulated bag next to me that is holding a water bottle full of wine. A plastic cup sits on the table full of chilled wine. No glass at the pool, people. I keep it classy…and safe with plastic.

Suddenly, I hear them enter through the gate–loud children, ready to jump into the water with their floaties. I am tense and fearful, but hold my ground and hope for the best. Their parents are with them, after all.

They are playing and laughter fills the air. I can handle this.

Until one of them thinks it is funny to splash me.

Considering I am reading on my Kindle, this is not cool. NOT cool, kid. Not cool.

In all my “I’m not a mother, I don’t get kids” glory, I try to retain kindness through the situation. I smile at them and pick up my bags, wine and towel and venture to another part of the pool area. The parents are now yelling at the kids and apologizing to me for the splashing. I am quite annoyed and stop biting my tongue to force a smile and say, “Oh, it’s fine. They are kids!”

I walk to the entire other side of the pool area, behind the tables and BBQs. I have never been over to this area before. It is utterly peaceful and secluded. With a palm tree partially shading my table with chilled wine, I am next to the spa and the sun is even more present on my skin. I am content. I read, dip my toes into the spa, sip wine and relax.

I express gratitude in my mind to those children. Without their splashing, I would have never found my little chunk of paradise.

Then, a few more sips of wine in, I realize: this is a great metaphor for life!

We’re happy, then we’re not happy. And, this unhappiness leads us to look for something else until we’re happy again. And, in most cases, the search for the new happiness causes us to branch out to new territory and find places even greater that we didn’t even know existed. 

And that, my friends, made for a lovely poolside afternoon.

Thanks kids!

Jenny is the Customer Service Manager for Phone.com with over a decade of customer service experience. She is co-founder and a regular contributor on Communicate Better Blog.

Facebook Twitter LinkedIn Google+ YouTube 

The Customer Service Emu

emuDuring my childhood, my family (“family” as in just my mother…this was not a complete family decision) had taken in a pet emu named Emu.

We lived in a town that was considered “rural suburbia”. Think track homes with half acre farm lots, horse trails instead of sidewalks and the fresh scent of nearby dairy cows drifting through the air.

Emu the emu resided in the back left corner of our yard, beside the chicken coop, fenced in with medium height chain link and a make shift gate that was “secured” with a twisted wire. Emu spent most of the days biting the air with a tilted head, as if it were very confused, along with lots of pacing back and forth.

On a random normal weekend, there was a commotion in the back yard. Our chickens in the coop were flying around, squawking and showering their feathers everywhere.

My mother ran outside with a slam of the screen door and began screaming for my sister and I.

“THE EMU HAS ESCAPED! It’s running through the neighborhood!”

Scene from a movie? No. Story of my childhood? Yes.

My sister and I went outside and witnessed Emu bopping around in our neighbor’s yard. Our neighbors were not friendly with us to begin with and our emu in their yard was not the best idea of a peace offering.

My mom was already at their door, pounding, and asking to be let into their yard. When they finally allowed her into the back, Emu took one look at my mother and hopped the fence into another neighboring yard.

This went on for a while, until Emu was high tailing it back and forth on our street. More neighbors were out at this point and eventually, Emu’s prison break became just a memory. The fence was heightened and the wire on the gate was replaced with a lock. Emu resumed it’s slow air biting behavior as if nothing ever happened.

How the heck does this emu story benefit you and your business?

When it comes to customer service, there is always one emu customer in the bunch.

It’s that random, special customer who requires extra attention to make sure things don’t get out of hand. If you’re not prepared, your emu customer will escape, run amuck and make you look incredibly crazy to the rest of the world.

I’m sure you know who these customers are too–they are quiet, unassuming and you rarely hear from them.  You don’t bother to ever worry about them because well, they are busy biting air (you assume). Until that moment all H-E-double-hockey-sticks breaks loose and you are now on a full fledged sprint to try and catch up with them to fix the situation.

3 Customer Service Tips From Emu the Emu

Understand Your Emu (Understand Your Customer) 

An emu can jump high and run fast. You may not know this if you don’t read up about emus before you take one in. Do research and know who your customers are, what they need and require to utilize your service efficiently.

Monitor Your Emu (Monitor Your Customer)

I’m not talking about micro-managing or creeping around on your customer, but instead, just monitor. If we had paid more attention, we would have noticed the wire on the emu’s gate had been gnawed on, clearly Emu was planning to escape. Knowing there was a plan in action, we could have monitored the behavior and perhaps bypassing the whole embarrassment of your mother and yourself chasing after an emu that is bolting down the street. By listening to feedback from your customers and understanding their plans, we can enhance our service and prevent chaos.

Appreciate Your Emu (Appreciate Your Customer)

Facing high school already as the “nerdy quiet girl” was hard enough. Tack on “the girl who has an emu and it escaped” doesn’t make it any better. Almost two decades later, I look back on this situation and really appreciate the darn emu for teaching me that if you want to escape, you can, no matter what. You just have to gnaw some wires and jump. This goes for customers too–the crazy, chaotic situations that arise from some customers are lessons to learn from and opportunities to become even better with your business.

Jenny is the Customer Service Manager for Phone.com with over a decade of customer service experience. She is co-founder and a regular contributor on Communicate Better Blog.

Facebook Twitter LinkedIn Google+ YouTube