Articles From Lisa Ford View Profile

Share this Article
  • Stop with the Customer Service Excuses

    Lisa Ford, Stop with the Customer Service Excuses

    Customer service excuses leave the customer more frustrated, frequently irritated and certainly surprised. In two recent situations, excuses weren’t necessary. Ownership and action would have responded to the issues quickly.In the first encounter, I called a photography studio to find out why my daughter’s individual basketball picture was not posted on their site. The team picture was available to order but she was the only team member without an individual picture. The first call was handled by an employee who could not find it so he promised a callback from the studio manager. After no call was returned, I called again and was told she was not in and I left a message. Still, I received no callback, so I initiated the third call and reached her. After establishing she had been informed of the situation, her response was, “I hadn’t called you back because I don’t know the answer. I hated to call you to say I don’t know anything.” She then proceeded to tell me what she was doing to locate the picture. As she was going through her explanation, she would fill in with “blah, blah, blah”. I guess this was to tell me she was working hard and “blah, blah, blah” kept her from explaining the details. The reality is she was doing a lot and offered a way to get the picture redone if it was not found. All was ok and could be fixed. So why didn’t she call and tell me that to start!

    There was nothing to hide.

    The customer wants responsiveness, not excuses. Even when you don’t have an answer, let the customer know you're aware of the issue and working on it. Silence is never a customer service option.

    The other situation occurred while having lunch. When asking for silverware, our server said, “The hostess should have given it to you when seating you. But she is new so guess she didn’t do it”. It was a simple request with a simple action required. Just own it and do it, not point out the shortcomings of others. Next when my dining companion placed her order, she reminded the server that she did want the avocado on the salad. Her response, “I don’t make the salad, they do it in the kitchen”. Again, claiming any errors are not her fault but those around her. This is not information the customer needs to know.

    Customers want action and responsiveness, not defensiveness and excuses. Chatter about your internal issues sounds a lot like “blah, blah, blah” to the customer. Excuses are a hiring, training, coaching and culture issue. So stop with the excuses and get your culture right to create memorable customer experiences.

Share this Article
X

FIND A SPEAKER

TESTIMONIALS

Testimonials
  • Thank you to both of you for everything surrounding Mr. Will as our special guest. I suspect, soon, I will be in touch regarding our next event. 
    Oxford Financial
  • Angela, you & your team have my endorsement for making Memphis events successful. People should use you to plan their next event.
  • "Your tenacity and persistence in staying in touch with us is a model example of good salesmanship and partnering.  I will be using you as an exa...
    Schneider Electric
  • "Let me just say again, what a pleasure it is to work with you and ESB. You really make it harder for others to reach the bar."
    ASTD
  • I want to thank you for all of your assistance you and Jenny were wonderful. If it had not been for you sending me suggestions I would not have found ...
    West Virginia Tourism
  • "Richard, Your ability to put me in front of just the right group again and again, is nothing short of amazing. You work your tail off, you sweat the ...
    Alan Hobson
  • "OMG Richard! As always you make me look like a rock star. Every single speaker we selected hit it out of the park. Thank you again. Can't even say wh...
    Arizona Hospital and Healthcare Assn.
  • "We not only went 3 for 3 but I'd say they were all home runs! Thanks for your help on the speakers. It was a key and very positive component of our c...
    Chem-Dry
  • "My entire team has enjoyed the experience of working with you and ESB more than words can express. Everything was handled in a professional and timel...
    Cregger Company
  • Mr. Schelp you are a Rock Star! Thank you!!!  Deal #7 is done and more to come!
  • “Thank you guys it was a pleasure working with you.... You made the whole process easy. Thanks again”
    CableNation
  • "I LOVE this list that you sent me! I emailed several different places on Tuesday an...
    CoreLogic
  • "I appreciate your recommendations.  In addition, you are always a pleasure to work with and understand the pains of an over worked meeting plann...
    Milliman
  • You ladies really are the BEST!  After this event I am going to be on the hunt for keynote speakers in May.  I really want to work with you ...
    ICMI
  • "I will be sure that all involved know what a wonderful resource you have been. The universe smiled on me when I discovered Executive Speakers and you...
    Ocala Eye
  • Thanks to Richard and Jo for all the coordination. Another homerun from Executive Speakers Bureau!  
    Wisconsin Hospital Association
  • We could not have done it without you.  Thank you for the outstanding suggestions.  The speakers were by far the best we have ever had.
    FedEx
  • "I want to thank you for helping with our Principals Day event. Marshall Goldsmith was excellent. Not only is Marshall the consummate professional, be...
    Burns & McDonnell
  • "Thanks to you and Jo for all your efforts.  Connie Podesta and Roger Dow were great!"   
    National Apartment Association
  • Bridgeworks was awesome!!! Great feedback from all!! Thanks for all of your collaboration and positive we'll use you in the future.  
    Johnson & Johnson
  • "WOW, is all I have to say and thank you!  Our event was a huge success and you never steer me wrong, both David Cottrell and Ryan Estis were exc...
    ICMI
  • "As I mentioned before, your engagement model was incredibly easy to work with, and I know we came to you on short notice!  I would highly recomm...
    Capitol One
  • As always, you deliver excellent service. Thanks!
    Camden National Bank
  • "My mind was very much at ease knowing that Jack Uldrich was so well prepped.  I will definitely use your agency again."  
    EAIE
  • We truly appreciate the excellent support and attention to detail we have received from Executive Speakers Bureau.  They have provided us with so...
    IBM
  • "Everyone loved Bob and he was so nice on site. Thank you for all you did. The process was so easy and we will definitely work with you again next yea...
    NBC
  • The Nebraska Hospital Association along with numerous other state hospital associations have enjoyed a long-standing relationship with Executive Speak...
    The Nebraska Hospital Association
  • "We loved our speakers. Thanks to you and your team for your outstanding service and thank you for your patience!"

    National Association of the Blind
  • "You made my job so much easier! You are the only bureau I will use."     
    Sigma Systems
  • Thanks to you, Jo and the rest of your team.  You are the BEST.  Knowing you are behind a speaker allows us the luxury of concentrating on o...
    Ohio Hospital Association
  • I’ve used the services of a number of speakers bureaus in the past. However, my current experience working with the Executive Speakers Bureau ha...
    Intel
  • The event was EASY Cake! and it went over very very well.  Thank you so much for the help and organization, it made my life very easy. 
    Boys & Girls Club
  • "Thank you so much for all your help in putting this together on such short notice. I will definitely use your services again in the future."
    Applied Materials
  • "I wanted to share with you feedback of my experience in working with Executive Speakers Bureau.. Very responsive and detail oriented.  When I wa...
    Amdocs
  • Everything went really well and we really enjoyed having Jack Uldrich as our speaker!  He was entertaining and funny and provided great examples....
    Novo Nordisk
  • Our bank has held an annual business and economic conference for the past 9 years.  We have worked with Executive Speakers every year and I have ...
    First Midwest Bank
  • "The group that I work with to obtain all of my keynote speakers is Executive Speakers Bureau and I can tell you that I don’t like working with ...
    Indiana Youth Institute
Need Suggestions? Have Questions?

Need Suggestions? Have Questions?

Call us to discuss how we can help find the right speaker for your organization.

Get Ideas in 2 Hours or Less

Please fill in information below

Executive Speakers Bureau consistently receives praises about our speed and efficiency. From the beginning of your event planning, our extensive online speaker database and resourceful staff allow us to quickly equip you with the best speaker for your event.

Need a last minute speaker? No worries. Our speed and efficiency help us give you ideas for speakers in two hours or less.


Privacy by SafeSubscribeSM