Chip R. Bell is the founder of The Chip Bell Group and has offices in the Dallas and Atlanta areas. Chip’s newest book is Wired and Dangerous, co-authored by John Patterson. Chip's consulting practice helps organizations build a culture that supports long-term customer loyalty.
  • 0 comments 368 reads
    Posted on 2012-02-02

    The high tech expo followed my keynote to the customers of a large technology company. The expo booth guards around the giant ballroom created a cacophony reminiscent of an old fashioned small town fair. “Step right up and win the little lady a teddy bear!” The teddy bears were replaced with a chance to win an IPad. But, the sound and spirit were eerily similar.

    The center attraction was the latest whiz bang customer relationship management system. It could slice and dice faster than a butcher on a cold January morning. The system’s pitchman made wild projections laced with time saving stats and cost reducing examples. People were memorized by his glitzy slide show and sound effects all run remotely from his hand held magic machine.

    Thinking he was singling out a potential buyer, he shot a question point blank at me. “And, what CRM system do you use, sir?” He cocked his head back as if he was ready to outdraw whatever brand I mentioned. I bluntly (and honestly...

  • 0 comments 727 reads
    Posted on 2012-01-01

    I love self-service...when it works. But when solo service fails me, it feels like losing your dollar in a vending machine at some remote location. Who you gonna call?

    I love personalized service...when the person on the other side of the equation is there for me. I have been known to brag about my very own network of “go to” people--“Ask for Ted” or “Tell Susan I suggested you…” But, when that special person who knows my whims and ways is out sick or on vacation, I struggle to laboriously educate the fill-in person!

    But, I love chorus service the best...a team of people equipped to make my experience one that is carefully choreographed to be there when I need them, the way I need them, and with the wherewithal to get done what I need done.

    “Hi, I’m Kelly. I’m on Elena’s team. I have all your information in front of me. How may I help you, Chip?” These words started my second conversation with Dell after buying a computer from Elena.

    Here is...

  • 0 comments 467 reads
    Posted on 2011-12-29

    Smart manufacturers know the wisdom of redundant systems. Airline pilots, infantry commanders and emergency room physicians all value back-up plans and contingency methods. Yet, let customer service fail and too many service providers are left flat-footed with an awkward countenance and an angry customer.

    I entered the lobby of a well-known brand hotel to register only to be faced with a long line at the front desk. “What’s up?” I asked the guest-to-be in front of me. “Their computer is down and they have to check people in manually.” Not being very proficient at waiting, I elected to head to the hotel restaurant, eat dinner, and let the line die down. As soon as the waiter put the menu in my hands he quickly announced all the items they were already out of. When I ordered what appeared to a perfect entre, he quickly suggested I pick another choice. I wanted to scream, “Then, what the heck is it doing still on your menu?”

    Customers are fair, patient, and...

  • 0 comments 492 reads
    Posted on 2011-12-19

    This is the season of gifts. Christmas trees are filled with gifts. Hanukkah has eight days of gift giving. Almost every faith in the world uses the giving of gifts for important symbols. And then there are gifts to celebrate birthdays, anniversaries, graduations, retirements...we all seem to love gift-giving.

    Gifts come in many forms. There is the convenient gift—usually cash or an affinity credit card. There is the homemade gift—like baked goods, croqueted items or the right-out-of–the-shop doll house. And, there is the “I don’t know what to get-you” gifts—like a book, tie or scarf. Gifts tell us a lot about the giver and their view of the importance of the event. It is a lot like customer service. Customers think of great service as the type that is laced with generosity. Even self-service can be an opportunity to add a special gift.

    Early yesterday morning I stopped at a large gas station to fill up with gas at the start of a long drive. Before I...

  • 0 comments 573 reads
    Posted on 2011-12-12

    “Where does your dog sleep?” I asked my friend. “On the bed with us,” he replied. “And, how does that work out for you?” I lightly probed, trying not to invade his privacy or get TMI. He blandly responded: “The dog takes half, my wife takes half, and I take all the rest!”

    His “room on the bed” saga caused me to think about similar scenarios as a customer. I had been in the bank earlier that day around 4:45 pm--the drive-in window was backed up a mile. The teller barely noticed me since she was busy counting the money in her cash drawer. It was clear she was getting ready to close her window. I later stopped at a retail store to buy a holiday present. It took a while to find a clerk to take my money—everyone was busy with post Black Friday inventory. When I finally did locate a clerk, he sent me to the other side of the store to check out since he had already closed out his register.

    What’s your priority—your tasks or your customers? The holidays are super...

  • 0 comments 420 reads
    Posted on 2011-11-28

    Matthew Alexander is a strong critic of using harsh interrogation tactics with captured prisoners. A proponent of non-coercive methods and the author of the new book, Kill or Capture, he was a guest on the “Fresh Air” show of National Public Radio. As I was driving to a client meeting, I listened to the compelling interview with a master interrogator and 18-year veteran of the Air Force.

    “The goal is to get detainees to share the truth—information that can be helpful in achieving your military mission,” said Alexander. “I started by building rapport. I always walked in with a copy of the Quran, a book I know well, and periodically quoted lines by heart. I was always respectful, humble and often acknowledged mistakes we had made as a country.”

    At this point, I began to think about the parallels with obtaining customer feedback, evaluation and intelligence. Intrigued, I pulled into a parking lot and began taking notes.

    “It is vital you understand your...

  • 0 comments 487 reads
    Posted on 2011-11-24

    There is a lizard living near the deck off my bedroom. And, he absolutely drives the cat crazy! I say “he” because this species of lizard (called Anoles) has a bright pink throat only males display like a fan when territorially threatened. Since he frequently gets within inches of the cat (separated only by a screen), it is easy to see his warning often.

    The most fascinating feature of the Anoles lizard is his ability to change color based on the conditions. He is bright green on the white deck; drab brown on the side of tree...all instrumental in creating a camouflage to protect from a hungry hawk. And, the change in color happens quickly!

    It is a strong lesson for great customer service. Customers expect service providers to be adaptable. Customers expect an enthusiastic greeting like the one they received at Disneyworld; and, they expect sincere, noticeably concerned empathy when registering a disappointment. When customers are in a hurry; they expect...

  • 0 comments 448 reads
    Posted on 2011-11-22

    The lobby lounge was animated. The Orlando convention hotel’s afternoon “watering hole” was abuzz with people engaged in upbeat conversation and jovial laughter. For a weekday, it seemed the place to be. A grand piano was playing in the corner and the brandy sniffer on top was filled with dollar bills as the piano man took requests and engaged in light banter as he tickled the ivories. The wait staff was busy delivering drinks.

    The lobby lounge was dead. It was the following weekday afternoon at exactly the same hour. The few people loitering in the lobby lounge were mostly reading, not talking to others. There was no laughter just a quiet collection of individuals. The nearby bar had little action. The same music was being played on the same grand piano. But, instead of a pianist, the “player piano” mode had been engaged. Bottom line, the only difference between the Tuesday setting and Wednesday lounge setting was a pianist.

    In the era of self-service and...

  • 0 comments 600 reads
    Posted on 2011-11-21

    Blame it on the pilgrims! We are about to experience Thanksgiving, at least in the U.S., in a very traditional way. It is an annual holiday designed for celebrating the “giving of thanks.” Yet, ask a group of second graders how you give thanks without saying words. They will give you servicegiving answers like, ”do something really nice for someone,” and “surprise someone with a favor,” or “help someone out like they helped you out.”

    Now, ask those same second graders about how we usually celebrate Thanksgiving. “We cook, and then we eat, and then we watch television, and then we eat some more...” There is little in their seven-year old innocent answers about giving thanks...beyond perhaps someone saying grace before sitting down to the super big, rich meal. Except for the TV part, it is just like the pilgrims supposedly celebrated their first Thanksgiving.

    So, what can you do this Thanksgiving to do some servicegiving? I have a friend who prepares turkey,...

  • 0 comments 601 reads
    Posted on 2011-11-17

    Western music is typically played in either a major or minor key. Major keys are typically reserved for lighter, upbeat, and positive tunes; minor keys are used for tunes with a certain mystery, somberness or darkness. Almost all patriotic songs are performed in major keys. Michael Jackson’s “Thriller” and The Animals’ (originally Joan Baez’s) “House of the Rising Sun” were recorded in minor keys. There are clearly exceptions to the “major key is light and minor key is dark”—a song like “Summertime” from Porgy and Bess is in a minor key! But, generally the mode matches the mood!

    Movie themes often chose major or minor for the mood of the movie. The Sound of Music, Grease, The King’s Speech and Chariots of Fire used a major key for the theme music; Jaws, The Godfather, Silence of the Lambs and Star Wars used a minor key.

    If your customers were asked to choose whether your service is typically delivered in a major or minor key, which would they select? Customers...