Comments on: Customer Service Is Not a Two-Way Street https://customersthatstick.com/blog/customer-service-is-not-a-two-way-street/ You can have the best customer experience in your industry Thu, 03 Jul 2025 18:20:45 +0000 hourly 1 https://wordpress.org/?v=6.8.1 By: You’re Not That Important. https://customersthatstick.com/blog/customer-service-is-not-a-two-way-street/#comment-1453 Fri, 13 Jul 2012 10:00:56 +0000 http://customersthatstick.com/?p=4438#comment-1453 […] Customer Service Is Not a Two-Way Street (customersthatstick.com) […]

]]> By: Adam Toporek https://customersthatstick.com/blog/customer-service-is-not-a-two-way-street/#comment-1413 Fri, 06 Jul 2012 11:28:07 +0000 http://customersthatstick.com/?p=4438#comment-1413 In reply to Bill Dorman.

Too true. It is all on us — the key is hiring and training people to buy into that and to leave their own issues behind.

]]> By: Adam Toporek https://customersthatstick.com/blog/customer-service-is-not-a-two-way-street/#comment-1412 Fri, 06 Jul 2012 11:25:42 +0000 http://customersthatstick.com/?p=4438#comment-1412 In reply to Michelle Quillin.

You make a great point Michelle. Customers can really bring some “baggage” with them into the relationship — whether it be stresses in their personal life or past experiences with other businesses — and those can really impact how they react to situations and to our attempts to fix them.

And you’re right, step 1 is to focus inwardly on our own reactions so we are part of the solution and not part of the problem.

]]> By: Bill Dorman https://customersthatstick.com/blog/customer-service-is-not-a-two-way-street/#comment-1411 Fri, 06 Jul 2012 11:16:50 +0000 http://customersthatstick.com/?p=4438#comment-1411 Empathy is a good trait to have especially if you are in a customer service related field. Most of the time, you have no idea what is going on in someone’s life; what their mindset is when the transaction is being conducted.

The responsibility of the relationship is on us and we need to act accordingly, right?

]]> By: What Kills a Customer Relationship? https://customersthatstick.com/blog/customer-service-is-not-a-two-way-street/#comment-1410 Fri, 06 Jul 2012 10:02:17 +0000 http://customersthatstick.com/?p=4438#comment-1410 […] Customer Service Is Not a Two-Way Street (customersthatstick.com) […]

]]> By: Michelle Quillin https://customersthatstick.com/blog/customer-service-is-not-a-two-way-street/#comment-1408 Fri, 06 Jul 2012 00:31:12 +0000 http://customersthatstick.com/?p=4438#comment-1408 Adam, this is a great rule of thumb to consider in any conflict we have with anyone, even people close to us, or customers we’ve had for a while. The way they’re reacting is not necessarily about you, but is quite possibly a reflection of the experiences they’ve had with others like you, or in similar situations.

If a customer has been ripped off by another service provider or believe they were, they’re going to have a hard time trusting you completely, no matter how glowing your testimonials. If a customer has been treated like a child by another service provider, they may believe you’re being patronizing when you’re trying to explain something to them. If a customer has been abandoned by another service provider in the middle of a project, they may be very sensitive to any delays they experience with the project you’re working on.

Step #1 is to put our OWN experiences aside (for example, a bad experience we might have had with another customer), so we don’t take what’s happening personally.

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