Monthly Mash and a Customer Service Rorschach Test
Adam Toporek Keynote Speaker of Customers That Stick®

Monthly Mash and a Customer Service Rorschach Test


Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.

Volume 20: June 2013

Thoughts on the Customer: A Customer Service Rorschach Test

Here’s a fun game to play with your team. Ask them to fill in the blank with the first word that pops into their head.

Customers are _____.

I learned this trick from a friend who was a psychology major in college. The test he gave me was to fill in the phrase people are _____ with the first word that came into my head.

Customer Service Rorschach Test | Cartoon of Person Deciding Between Two PeopleIn this test, the respondent is not supposed to think, just to say the first word that pops into their head. If the test is being done with multiple people, each person should be isolated; otherwise, everyone else whom hears the question will have time to think of an answer.

The theory is that the immediate answer, too fast to be filtered, gives you the most honest answer and indicates your general outlook towards people (and life). So, if you answer people are fun you might be a little more positive than if you answer people are jerks.

In that spirit, asking your team members to fill in the phrase customers are ____ might provide you some interesting insights.

Let me say for the record that based on the last few decades of research in psychology and brain function, the answer to this single question is certainly not scientific proof of a person’s outlook. So, please, do not fire someone if their answer is “customers are a pain-in-the-ass.”

That being said, if the weakest service provider on your team replies with customers are jerks, perhaps there is something deeper in their outlook that is causing them to deliver poor service. The answer to the question, positive or negative, can provide a nice pretext for exploring a team member’s attitudes towards customers.

As for me, I’ll just end by saying that customers are awesome (except when they’re not)!

The Month in Customer Service Blogging

A collection of the best posts about customer service and the customer experience we read this past month.

  • The Secret of Success: Help Your Customers Get Lost – We should all strive to create a customer experience that customers want to stay and get lost in exploration.
  • How In-Store Navigation Impacts Customer Experience – Conversely, it is best to avoid creating an experience where customers get lost in frustration or confusion.
  • How to Find Customer Pain Points – Listening to and learning about your customers’ problems and points of pain will help you to address and solve those issues.
  • How a $36 Customer Service Move Won Long Term Loyalty – Treating customers (and their wallets) with respect when they leave your company could win them back in the long run.

Someone Was Listening

Sometimes the most popular post from the previous month; sometimes just the one I liked best.

Many of the inputs that help create customer expectations are outside the direct control of your organization. In 9 Keys to Managing Customer Expectations, we discuss ways to manage the influences on customer expectations over which you have control.

NOTE: Due to the holiday here in the U.S., we will not have a blog post this Thursday. Have a great 4th of July, and we will see you next Monday!

About the Author Adam Toporek

By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.

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