Ten Commandments of Excellent Customer Service

Ten Commandments of Excellent Customer Service

Recently I was reading the quarterly newsletter of the guys who repair my car, Holschuh Collision Center.  It’s the only newsletter I look forward to receiving because it contains a great mix of informative articles, humor, and tips.  Anyhoo, in the Fall edition, there was a wonderful article on customer service that I want to share with you, tweaking it to fit the services I offer:


1.  Listen Well:  Excellent service begins with gathering all the information necessary for understanding what your priorities are, so I can tailor our work together to best meet your needs and goals.

2.  Identify Needs:  My clients don’t buy techniques and philosophies; they are buying solutions.  It’s my job to know the “how” of creating the outcomes my clients are seeking.

3.  Know Who’s Boss:  Who’s the Boss?  You, the client, are the boss with regard to what you want to accomplish.  I’m the architect who designs the program and the foreman who oversees the implementation of the program to make what you want to have happen manifest.

4.  Set Priorities:  The client’s needs and wants come first.  How we accomplish those needs and wants is engineered by me, using energy-based tools for change.

5.  Communicate Well:  It’s important to keep the lines of communication open with regard to expectations, progress, and tweaking the goals to stay on track as we move forward.

6.  Be Positive:  We are focused on looking for solutions, no excuses.  Expect the best.  Deliver the best.  Be the best.

7.  Live Up to Promises:  To put it succinctly, “Say what you do; do what you say”.

8.  Admit when you’re wrong:  No one is 100% perfect 100% of the time.  When a ball gets dropped, admit it and do what you can to make it right.

9.  Exceed Expectations:  Make the work you offer memorable.  Set the bar impossibly high and make it happen.

10.  Stand Behind Your Work:  Clients who return to do more work with me and refer friends and family are the lifeblood of my business.  I work hard to earn your trust.

I hope the 10 Commandments help you get a better sense of where I’m coming from in working with you.  Learn more about what I do by visiting my website, www.empowermentandpurpose.com.


About the Author:

Dr. Bonnie Nussbaum
Dr. Bonnie Nussbaum is a holistic coach and clinical psychologist who believes people are capable of far more than they think they are.


  1. Tina Games January 8, 2015 at 5:24 am - Reply

    Many thanks for sharing this, Bonnie! ~ My 15-year-old son started his first part-time job two months ago and takes customer service very seriously. Everywhere we go these days, he takes note of the customer service we receive – and will comment on it. Recently, on a visit to the New England Aquarium, we were the recipients of extremely poor customer service by one of their event photographers. My son was appalled! So much so, that he went and filed a complaint with the event photographer’s manager. ~ It was quite a good lesson on what happens from the management side when a customer is unhappy! 🙂

  2. Jill Greinke January 8, 2015 at 7:32 am - Reply

    Thank you for sharing Bonnie. Good customer service is so important no matter what business you are in.

  3. Christine January 8, 2015 at 7:29 pm - Reply

    I hope lots of people read this post, Bonnie. Customer Service has really declined over the years. But I am happy to say just recently I connected with some excellent CS professionals who really understand the importance of their role. Looking over your list, they hit on everyone one of these and executed them very well, thereby resolving my issues and leaving me a very satisfied customer.

  4. Teena January 13, 2015 at 7:27 pm - Reply

    Solid guidelines for exceptional customer service. I would add that when client’s are clear about what to expect from your services they can’t full responsibility for their transformation and that is priceless 🙂


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