By Carrie Grotz

I am a lover of coffee and I frequent Dunkin Donuts (DD). I know their menu so well in fact, that I could probably work there. From the moment I enter a DD, I can usually tell which have knowledgeable staff, good donuts (the ones that look fresh, large and full of filling), those that offer the “fun” munchkins instead of just the plain, chocolate, and powdered ones, and just by glancing at the staff, I can usually tell from the moment I place my order if the coffee is going to be to my liking or not. One of my biggest pet peeves is when I ask if the decaf is fresh, place my order, get to my car and take the first glorious sip of heaven only to be disappointed by its awfulness. If I am paying for anything, even a cup of coffee, it should be fresh and hot, just as I ordered it. I shouldn’t have to feel like I am annoying America’s largest coffee supplier if my order is incorrect. Dunkin advertises and promises the best coffee, and as a result that’s what I expect to pay for.

When thinking about my daily coffee struggle, I think about the ways in which I serve Wiss’ clients and consciously make the effort to provide quality service. If I take their call, I will work to treat them as if I have nothing else going on, to make time for them. Some of my own rules I follow for Customer Service are:

  1. Respond to the client the same day or give them a date in which they expect to hear back that works with both our schedules;
  2. Stay connected with the client, attempting to follow up with them before they contact me again;
  3. If the client was accidently sent to me, I will handle call as if it were my own until I can get the proper help for their needs;
  4. I do not bounce client calls from person to person – I don’t like it and I’m sure neither do they;
  5. If the client is upset, I work to understand their issue and reassure them we will do our best to assist;
  6. I never say “I do not know” and leave it at that. “I do not know” means I will find an answer;
  7. I never tell them how busy I am – everyone is busy – it’s not an excuse;
  8. Even if their behavior is poor, I keep my attitude in check;
  9. I try to smile when I talk (shows through the phone);
  10. Finally, I use what my momma gave me – my manners.

Will I make everyone happy? Of course not; will I try my best? Yes – and to me the answer is always a yes. When I pay for service, I expect excellence, and I strive to do the same for our prospects and clients.

Carrie Grotz is the Executive Assistant to Managing Partner Paul Peterson at Wiss & Company. If you would like to speak with her, you may reach her at 973.994.9400 or at


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