Balancing Customer Service or Tipping The Scale

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balancing customer service

Balancing Customer Service or Tipping The Scale

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People often suggest that most things in life require balance. Are you balancing customer service? Does the harsh outweigh the delight?

Doing your best work matters. Doing your best work and being recognized for it may feel like it matters even more. What happens when your best work is criticized?

Show Appreciation

Every day employees, business owners, and people helping other people try hard to create satisfaction.

When a compliment is received, it feels pretty good. A referral, a handwritten note, a smile, a nod, or even an email can make a difference for your day, perhaps your week. If it is really great, it may last a lifetime.

We tend to welcome comments and gestures of appreciation. Without much thought we accept the gratitude, grow through it, and work hard for more.

It makes the effort feel worthwhile. Justifies the labor and is satisfying.

No Appreciation

The other side of the coin is when we put in the labor without recognition. When we hold the door, give the smile, and lend a hand and no appreciation is shown. Nothing recognized, no gestures, and no take away.

It happens when people are judged. When biases lead the conversations, and when what is done well or done right is what was expected and for that, no gratitude.

When the extra effort, or even the required effort goes unnoticed, unrecognized, and underappreciated it feels like our work lacks value. A lack of value makes us question the reasons for the work in the first place. No appreciation, no reason to do the work.

Balancing Customer Service

Lack of appreciation is a deal breaker. It can ruin the moment, the day, and leave a lasting undesirable impression. Good news travels fast, but bad news often travels faster.

For everyone that you serve and for everyone that is serving you, is there balance? Are you balancing customer service efforts? Internal or external, are you providing motivation or disengagement?

If you’re going to tip the scale, tip it by providing more value. It’s appreciated.


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten RespectNavigating A Multigenerational Workforce. Reach him through his website at or by calling +1 646.546.5553.

Dennis Gilbert on Google+

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