Eastern Plains Chamber March meeting
By Larry Sparks
On March 4, the Eastern Plains Chamber of Commerce welcomed Keith Hessel for a focused presentation on enhancing customer service in small businesses. Hessel, representing the Pikes Peak Small Business Development Center (SBDC), delivered his program, “Elevating Customer Experience Through SERVE and BLAST,” offering chamber members a modern, practical approach to service excellence.
Hessel, a customer retention specialist with more than 20 years of experience, introduced two frameworks designed to help businesses strengthen customer interactions: the SERVE method and the BLAST de-escalation technique. Developed through his work at Serve Business Consulting, these tools provide simple, memorable steps applicable in any industry.
The SERVE method — Smile, Engage, Relate, Verify and Extra Mile—focuses on creating consistent, human-centered interactions. Hessel emphasized that even small behaviors, such as smiling during phone calls or using open-ended questions, can significantly improve customer confidence and satisfaction. He encouraged businesses to move beyond generic small talk and build rapport through relevant, situational conversation. The “extra mile,” he noted, often comes from small gestures that make customers feel welcomed and valued.
Hessel also outlined the BLAST method, a structured approach to handling difficult or escalated customer situations. Originally developed by McDonald’s, BLAST stands for Believe, Listen, Apologize/Acknowledge, Solve and Thank. Hessel explained how each step helps employees remain calm, professional and solution-oriented. He cautioned against using language that escalates tension and highlighted the importance of educating customers rather than relying on discounts or concessions.
Throughout the presentation, Hessel reinforced that exceptional service is both teachable and scalable. By equipping teams with clear frameworks, businesses can build stronger customer relationships, reduce churn and enhance their reputation in the community.
The event reflects the Eastern Plains Chamber’s ongoing commitment to providing practical, high-value training for local businesses and the Pikes Peak SBDC’s mission to support small business growth across the region.
For more information about the chamber, meeting times and place, visit https://easternplainschamber.com.
