Great Customer Service is NOT Rocket Science (or Quantum Physics)

Sean McGorry
Contributing Writer
Trainer, Direct Energy/Success Academy

Do you ever “over-think “things? As Human beings, we naturally tend to be skeptical and think, “It can’t be that simple. If it were, everyone would be doing it”.  It is the nature of that very skepticism that convinces us there has to be a HARDER way to do it in order for it to be done right.

Maybe it’s the salesperson in me, the trainer, or it could be the fact that I am a firm believer in this: the only things as hard as Rocket Science and Quantum Physics are Rocket Science and Quantum Physics.

Great customer service is not either of the above-mentioned topics. Great customer service is the simple matter of following the Golden Rule, Treat People How You Want to Be Treated! It really is that simple. I was thinking about it when I was in the grocery store the other day. After I was asked if I found everything I was looking for, the conversation resumed between the cashier and grocery bagger. I was a transaction and was not acknowledged again until I paid my bill. Does this sound familiar to anyone?  What if you were in a restaurant and your server spent half their time on a cell phone while “taking care of you”?  Would that influence the amount you tipped?  If you ask for your coffee black and it comes with cream and sugar, are you happy? When you ask an associate in a store where an item is and they point to the aisle and when you get to the aisle you still can’t find what you’re looking for, how do you feel? Are you on your phone while in a customer’s home? It could affect your tip.  Are you giving your customer your full attention?  You are listening to how they want their “coffee” aren’t you?

Let’s face it, we are all caught up in our day-to-day lives, and technology has made it easier for our everyday lives to follow us wherever we go. When I was growing up, I got home from school and always seemed to be fifth in line to use the telephone ( by the way, it was mounted on the wall and had a cord attached to it so privacy meant you sat on the stairs leading to the basement and closed the door behind you) By the time I could use the telephone – it was dinner time! If the person I was calling was on the phone, I got a busy signal. I didn’t have the option to keep calling so they could see it was me and I really wanted to talk. There was no “machine gun” texting them to tell them to get off the phone. I sat and waited patiently ( OK not always patiently). Now we have things like cell phones, texting, Instagram, FaceTime, video chat, Facebook, and a myriad of other ways to communicate instantly. While this can be an excellent tool, it can also be an incredible anchor that impedes our daily responsibilities.

What used to be “ We will have to finish this conversation tonight” has now become phone calls, text messages and Facebook posts about our lives.  All this “static” in our lives is one of the downfalls to the Customer Service Experience. It’s too easy to allow static to follow us all day. Even if the customer “will never know” you are texting, does that make it acceptable? Remember, character is what you do when no one is looking. Your customer, their equipment and their time deserve your full attention and commitment, wouldn’t you agree?

Treat each and every customer as they should be, with respect and your undivided attention. After all, it’s what you expect as a customer isn’t it?

These are lessons that we teach in our Core Classes, Building Value, Relationship Building and A Habit of Service. They are not just a modules in a class, they are our Brand, our commitment to our customer and to ourselves. You do want to put distance between you and your competition, don’t you?

It’s vitally important to remember that we owe the same level of service to our coworkers as well. When you commit to giving the person in front of your undivided attention and support you will be amazed how it will come back to you in spades.

The good news is that Great customer service is not Rocket Science or Quantum Physics, it’s as easy as paying attention to the customer, really listening. After all, they are more than just a transaction aren’t they?

Try it, it works, and yes it is that simple.


Sean McGorry has over 20 years’ experience in the HVAC industry, where he worked as a service technician, dispatcher, sales manager and general manager. He also worked on the wholesale side of the business doing inside sales and Territory Manager. Sean joined Direct Energy/Success Academy in 2016 as a Branded Services Trainer. In his current role at Success Academy Sean is responsible for delivering Instructor Led Training, Web-based Training, and Online Training to the Franchise and Retail businesses of One hour Heating and Air Conditioning®, Benjamin Franklin Plumbing®  and Mister Sparky Electrical®. Direct Energy is one of North America’s largest home services provider.


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