Tag Archives: #Custserv

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pull customer service

Pull Customer Service Matters More

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Get the work done. Push it out the door. Sell more, ship more, and grow the business. These all matter but are they push or pull? Pull customer service may be what makes a bigger difference.

What Is Your Plan?

Plenty of businesses and organizations have a decent plan. Plenty of them execute according to the plan and have some success.

It certainly is not always about reinventing the wheel. Sometimes it is about how we care for the wheel.

If you are already bought-in that care is important, especially for the customer experience, does your culture push or pull?

We often talk about push. Push through the day. Push through the comfort zone. Make greater things happen even in the face of adversity.

Have grit, grind through the emotional labor.

These concepts are not necessarily bad, but they are all about the push. And yes, the push can be motivational.

Plan to Pull

What about pull though? What about having a culture of customer service that is so strong the organizational culture creates a pull?

Imagine the outcomes when the service experience is so good that internal and external customers are pulled in. Imagine they are so attracted to the good vibes that they simply want more.

Organizations with pull customer service are not bickering over who does the work. You don’t hear, “That’s not my job.”

Pull Customer Service

In a pull culture, growth begets growth. It is attraction that builds community. Community builds connection. Connections build more pull. Nobody internal or external feels pushed. Push isn’t a motivator, it is all pull.

They sell more, ship more, and grow more without pushing.

The grind isn’t really a grind because it pulls people in. Sure, there may be moments here and there, but the overall feeling is pull.

Wouldn’t it be nice to push less?


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 Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

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business people #custserv

Customer Service Culture, not a Department Seminar – Wmspt, PA

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Customer service is a culture, not a department seminar. Half day seminar. Additional details by clicking on the website link below.

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tell your customers #custserv

What Do You Tell Your Customers?

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Ask five businesses about the quality of their customer service and you’ll get four positive responses. This is often true, until you dig a little deeper. What is really most important is that your customer service is not what you say it is, it is what your customers feel. What do you tell your customers?

When I ask businesses about their customer service, I often get some of these reactions:

“We occasionally survey our customers, responses aren’t always perfect, but we’re doing pretty good.”

“Our service department is doing well, the manager of the department has built a great team.”

“Trust me; if we screw up, our customers let us know.”

A Service Economy

In a service-based economy, your customer service can’t be about a department. It certainly can’t be about a survey that represents a subset of all transactions, and absolutely, positively, not all customers will tell you about shortcomings.

Testimonials are wonderful and very popular on websites. Job references are important when you are looking for a new job. Asking the staff a restaurant what is good today may improve your comfort for a choice. Do you believe that in any of these cases you will get an unfavorable reaction? It happens, but it is unlikely.

I remember that in the fourth or fifth grade I was required to do some type of show and tell experiment for the class. I cooked up a really cool trick with a glass of water and a piece of cardboard. Certainly, the teacher probably helped me.

The show and tell trick went pretty well, I don’t remember what I said, but I remember how it worked. Do you think the class cared much about what was said? Probably not, because the best part of show and tell is usually the show, not the tell.

Tell Your Customers

The customers that respond to your survey, the ones that give you the testimonial, and even the ones that let you know when you’ve screwed up are all important.

What you tell your customer base, your tribe, or your community has value.

All of that is great, but it is nothing when compared with what you show them.


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 Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

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