Hey, Life with Justin Stephens community! Justin here, and building on our recent Life Strategy post on customer service excellence (and my WinCo experiences), today's Point of View brings an expert voice from the front lines. I'm excited to introduce Karen Lee, a service industry veteran with 20+ years in retail and hospitality, who's risen from entry-level roles to managing teams at major chains. Karen's insights on turning service into a competitive edge—through empathy, proactivity, and follow-through—are perfect for entrepreneurs, side hustlers like me in handyman services, and anyone building relationships. Let's hear from her on excellence in action.

Karen Lee's Point of View: How Customer Service Excellence Drives Real Results in Business

Hi everyone, I'm Karen Lee, and after two decades in the service industry—from cashier to operations manager at a national retail chain—I've seen customer service evolve from a buzzword to a business lifeline. Excellence isn't about scripted smiles; it's about genuine connections that drive loyalty, revenue, and referrals. Drawing from strategies like those in Justin's recent post, here's my take on putting it into action, with real examples from the trenches.

First, empathize and listen to uncover needs. Customers don't just want products; they want solutions. Early in my career, a frustrated shopper couldn't find an item—I didn't just point; I asked about their project (a home DIY) and suggested alternatives, turning a potential loss into a $200 sale. The key: Active listening with questions like "What are you hoping to achieve?" This builds trust and uncovers upsell opportunities, boosting close rates by 20-30% in my teams. In trades like Justin's handyman, it's asking "What's the biggest hassle with this space?" to tailor services.

Second, be proactive and go beyond expectations. Excellence means anticipating needs—don't wait for asks. At my store, we implemented "surprise assists," like helping load heavy items or offering rain checks with follow-ups. One time, following up on a stockout led to a loyal customer who referred three friends. For business: In sales/marketing, send personalized tips post-purchase; in finance, proactive advice prevents issues. Tip: Train teams with role-plays to make proactivity habit, reducing complaints and increasing satisfaction scores.

Third, follow up to foster loyalty and learn. The conversation doesn't end at checkout—send thank-yous or check-ins. After a big remodel job, I followed up with clients on satisfaction, catching minor tweaks early and earning repeat business. This loop closes deals and gathers feedback for improvement. In Justin's context, follow-up after yard work could uncover more needs, turning one-offs into retainers. Tools like CRM apps (from recent resources) automate this for efficiency.

Finally, empower your team for consistent excellence. Give staff autonomy to "make it right"—like comping items for issues. This empowered my team to turn negatives into positives, cutting churn by 15%. For hustlers: Even solo, adopt this mindset for self-accountability.

Customer service excellence is a strategy that pays dividends—it's built my career and can build yours. Start with one action today. Thanks, Justin, for the platform!

Back to Justin: Karen's real-world examples hit home—proactive service at WinCo and in my handyman hustle echoes her tips, reinforcing how excellence drives success in business and life.

At Life with Justin Stephens, we blend expert Point of View like this with Journal Entries, Life Strategy tips, Resources, and Great Causes to inspire your journey in finance, business, sales, marketing, and beyond.

Call to Action: Subscribe at justindcstephens.com for daily motivation. Share a service win, and comment: What's one way you've gone beyond for a customer?

P.S. Tomorrow, a Great Causes post on nonprofits promoting service excellence in communities. Stay tuned!

To your success,
Justin Stephens