by Kevin Stirtz
The economic impact an event like the Republican National Convention has on a host city is tremendous. But if the event is done extremely well, the benefits can go on for years.
Here are ten customer service tips to the people hosting the 2008 RNC to help the event be spectacular in the eyes [...]

Too often I hear people give bad advice to others about how to talk with new potential clients. Rather than focus on what the customer is trying to accomplish now, they try to get their foot in the door for a long-term relationship with the company.
It’s like talking about marriage, kids and and the white [...]

by Kevin Stirtz
Kevin’s Amazing Customer Service rule# 27:
Remember What You Control (And What You Don’t)
This has been said a thousand ways by a thousand people but it’s still true. And it’s important. Time and energy spent worrying about (or trying to change) something beyond our control is wasted.
Every day we are faced with situations we [...]

by Kevin Stirtz
Kevin’s Amazing Customer Service rule# 14:
Be an Amazing Listener
In a survey my company did recently, the number one thing customers said they wanted more of was better listening by the people they deal with.
This survey reflects a major weakness in how most organizations treat their customers. Listening skills are not a high priority [...]

by Kevin Stirtz
Kevin’s Amazing Customer Service rule# 29:
Give them details.
A sure-fire way to thrill your customers is to make sure you give them all the details they want. When you do this you’re helping your customers in several ways.
First, you’re letting them know you listened, understood and got everything correct.This simple feedback tells your customer [...]

by Kevin Stirtz
Amazing Service Rule# 13:
“Ask open-ended questions.”
One of the most important ways we serve our customers is to help them get what they want, even if they don’t know exactly what that is. They rely on us for knowledge about our product or service. They come to us for expertise they cannot get [...]

by Kevin Stirtz
Amazing Customer Service Rule# 38:
Always give them something.
One of the biggest challenges when serving our customers is when they want (or need) something we can’t do. It’s frustrating for us because we want to help them. It’s frustrating for them because they’re not getting what they want.
But we can turn this challenging situation [...]

by Kevin Stirtz
I was at a meeting last week where a man I respect used the term “all in”. He used it in a relevant, powerful and eloquent way. In doing so, he caught my attention. And he compelled me to myself two questions.
This first question was, what does it really mean to be “all [...]

by Kevin Stirtz
Amazing Customer Service Rule #17
Be easy to work with.
We have policies and procedures. We have rules and regulations. Usually they exist because of good intentions. But they often become obstacles to our customers. They develop to solve problems we face as we serve our customers but sometimes they become the problem.
If we fail [...]

Amazing Customer Service Rule #39:
Make a great first impression every time.
We’ve all heard it said first impressions are lasting and it’s true. Though we can improve a customer’s perception of us over time, we’re always better positioned if we show them our best stuff right up front.
One way to do this is see yourself as [...]

Amazing Customer Service Rule #18
Every customer contact is critical
What your customer perceives about your company is what determines whether they will stay with you. And their perception is built one contact at a time. Even one bad experience can taint their perception of your company and how you do things.
Every contact a customer has [...]

Kevin Stirtz has published a new book called: More Loyal Customers
This book is designed to help any organization increase customer loyalty by improving customer service. It’s full of tips, tools and ideas to help improve customer service quickly and successfully.
Click here to learn more.

by Kevin Stirtz
Amazing Customer Service Rule #32
Apologize if the customer feels you or your company let them down
An apology is a bridge-builder. It can mend a broken relationship faster than anything else. And it shows the customer you are willing to take responsibility for helping them get what they want.
Often people are not looking for [...]

by Kevin Stirtz
I was surprised to learn recently that the USA has thousands of people defending us who are not even American citizens. This news came by way of an article in my hometown paper, the StarTribune. The article features two National Guard soldiers who recently became U.S. citizens, even though they’ve served in [...]

by Kevin Stirtz
Amazing Customer Service Rule #23
Remember to PYITS:
Put
Yourself
In
Their
Shoes

Try to see things from their perspective in as many ways as you can. This should be easy because we’re all customers.
Think about when you’re the customer. How do you feel and what do you want from people you buy from? What are the top three [...]

by Kevin Stirtz
Amazing Customer Service Rule #34
See your customer only as someone who needs your help.
It’s easy for us to judge people harshly especially if they’re different than we are or if they are upset or angry. When a customer raises their voice or is impatient or otherwise not so pleasant, it’s easy for us [...]

by Kevin Stirtz
Amazing Customer Service Rule #6
Give customers your complete attention.
Customers consistently tell us they hate dealing with employees who don’t listen or pay attention. It’s a common and yet preventable complaint.
When you begin talking with a customer, stop whatever else you are doing and focus on them. Make appropriate eye contact, listen, [...]

by Kevin Stirtz
Amazing Customer Service Rule #3

When talking with a new customer give them your full name and get theirs right away.
This makes your conversation more personal and enables you to better connect with your customer.
Think of how much better it feels to talking with someone when you know their name. It feels more personal. [...]

by Kevin Stirtz
Amazing Customer Service Rule #19
Offer your customers solutions, not dead-ends.
We all know not every customer request is easy or possible to fulfill. But rather than tell them “no” try to find other ways to help them get what they want.
Always focus on finding a solution. No matter what they ask for, you can [...]

by Kevin Stirtz
Amazing Customer Service Rule #35:
Never let your customer repeat themselves.
A common complaint customers have is they have to repeat their story over and over again as they get handed off to different people.
Customers understand that often you have to hand them over to other people to help them get what they want. That’s [...]

Now you can get practical and proven customer service ideas sent directly to your email inbox every week. Our new service is called:
Kevin Stirtz’s Weekly Remarkable Customer Service Tips
There is no charge for this service. Each week I will send you one real-world tip, tool, suggestion or idea that could help you and your [...]

by Kevin Stirtz
Fifteen years ago I had a complaint at a very well known Italian restaurant in Minneapolis. I still remember how badly the employee responded to my concern. In fact, I’ve used it in my customer service seminars. It shows the power we all have to give our customers a memorable experience.
Here are some [...]

Here is a great (free) resource to help your organization increase customer loyalty, boost retention and generate more referrals. It’s my latest book (in ebook format) and it’s called:
More Loyal Customers
(21 real world lessons to keep your customers coming back.)
It’s a fast read but it’s full of practical ideas, tools, tips, advice and examples of [...]

by Kevin Stirtz
Poor customer service from airlines is legendary. It’s cliche. It’s so common that when we do get great service we feel like we’ve won the lottery, if only for a moment.
But it doesn’t have to be that way. Sure, airlines have big challenges that can be obstacles to providing great customer service. [...]

“Everybody talks about the weather, but nobody does anything about it.”
-Mark Twain
Customer service is a lot like the weather. We all love to talk about it. But I’m often left wondering what gets done about it. It never seems to get much better overall.
Or is it just me?
This year, we’re going to find out. [...]