The other day, I was visited by a new branch manager of a company I have had some business with. He was new to his position and was taking the time to visit existing clients to introduce himself and meet his customers.
A phone call could have easily satisfied the requirements of our conversation, but actually seeing his face, shaking his hand, and watching the person really went a long way for me.
But just showing up wasn't enough either. He was taking the challenge of attaching a face and personality to the voice and name. His job was to make me want to continue to do business with him in the future. He smiled, he got business done, complimented his associate that he had brought along with him, and assured me of good business relations in the future. He wasn't new, he was additional- an extra bonus if I needed more assistance than what had been previously offered. That's cool!
Like wise when we do business with someone else, when we help a customer or co-worker, are we trying to win them over? Do we see personal interaction as a way to sell your goods or services? Will this person walk away thinking how nice it was to do business with you and want to do it again?
Personality goes a long way. When people like you because you are pleasant in person, they will continue to want to do business with you. And when they WANT to do business with you- you win!
Ask a man a question, he'll give you an answer; Give that man a Blog and he'll spew for the rest of his life.
Thursday, March 16, 2006
Wednesday, March 15, 2006
Yes Sir!: $2...no $3...OK , $3.50, maybe.
"Price may not be valid in case of price increase"
I actually hard this on a radio advertisement. I don't recall exactly what they were advertising, but that thought stuck with me.
Why would I want to do business with someone who cannot even stick to the price they are announcing to the world? Exactly what can happen between the time I hear that ad and the time I act on it? Can you not even honor the price in that short period of time?
And if you can't, don't say the price! You don't see Chevron advertise their gas prices. You don't see Manufacturers advertise prices. Did you see a price on any of the Superbowl spots? They let the individual stores do that. And they do. Sales on many things advertise their sale prices and they stick to it. AND, we don't expect the item to be forever that price. We understand that things change, but there is a reasonable amount of time we all understand and expect a business person to honor their advertised prices.
An exception: car prices. I have never seen an advertised price actually be the real price. But then again I am talking about customer service which, incidentally, has not nothing to do with selling cars.
I actually hard this on a radio advertisement. I don't recall exactly what they were advertising, but that thought stuck with me.
Why would I want to do business with someone who cannot even stick to the price they are announcing to the world? Exactly what can happen between the time I hear that ad and the time I act on it? Can you not even honor the price in that short period of time?
And if you can't, don't say the price! You don't see Chevron advertise their gas prices. You don't see Manufacturers advertise prices. Did you see a price on any of the Superbowl spots? They let the individual stores do that. And they do. Sales on many things advertise their sale prices and they stick to it. AND, we don't expect the item to be forever that price. We understand that things change, but there is a reasonable amount of time we all understand and expect a business person to honor their advertised prices.
An exception: car prices. I have never seen an advertised price actually be the real price. But then again I am talking about customer service which, incidentally, has not nothing to do with selling cars.
Sunday, March 12, 2006
Monday, March 06, 2006
Sunday, March 05, 2006
Sunday Scripture Choice
Ezekiel 33: 12,13
Therefore, thou son of man, say unto the children of thy people, The righteousness of the righteous shall not deliver him in the day of his transgression: as for the wickedness of the wicked, he shall not fall thereby in the day that he turneth from his wickedness; neither shall the righteous be able to live for his righteousness in the day that he sinneth.
When I say to the righteous, that he shall surely live; if he trust to his own righteousness, and commit iniquity, all his righteousness shall not be remembered; but for his iniquity that he hath committed, he shall die for it.
Therefore, thou son of man, say unto the children of thy people, The righteousness of the righteous shall not deliver him in the day of his transgression: as for the wickedness of the wicked, he shall not fall thereby in the day that he turneth from his wickedness; neither shall the righteous be able to live for his righteousness in the day that he sinneth.
When I say to the righteous, that he shall surely live; if he trust to his own righteousness, and commit iniquity, all his righteousness shall not be remembered; but for his iniquity that he hath committed, he shall die for it.
Friday, March 03, 2006
Yes Sir!: Rudy Part 2
In the final scenes of the movie Rudy, there is a point when Rudy finds out that he will not be able to dress for his final chance to play. No dream of running out onto the field. No reward for the hours of practice, the multitudes of sacrifice, and the thousands of bruises. His success, or his idea of what success was, was completely out of his hands. He had done all that he could and apparently failed.
It was by the example that he lived, the dedication that he showed, and by the service to others that he performed that his dream is realized when the other players petition to the coach and are willing to sacrifice their spot on the team for Rudy. His dream was fulfilled and his life forever changed because he was willing to serve others.
When you help others achieve their goals, your goals become more attainable. Sometimes it is the ones you help who become the ones who help you.
It was by the example that he lived, the dedication that he showed, and by the service to others that he performed that his dream is realized when the other players petition to the coach and are willing to sacrifice their spot on the team for Rudy. His dream was fulfilled and his life forever changed because he was willing to serve others.
When you help others achieve their goals, your goals become more attainable. Sometimes it is the ones you help who become the ones who help you.
Thursday, March 02, 2006
Yes Sir!: Rudy Part 1
"Rudy" is considered a movie that shows he spirit of an undersized, under talented, underclassed guy from the Midwest whose dream is to play football for Notre Dame. He comes from a college uneducated background; steelworkers who believe in hard work, but lack the dreams of applying that hardwork elsewhere. Success to this group is getting on fulltime at the Mill and retiring after 40 years of 40 hours. Rudy fights against all odds to not only attend Notre Dame, but to play with the football team. His dream is to one day run out onto the field for everybody, especially his father, to see. However, like the character Rudy, there's more to this movie and story than meets to eye.
There is a scene that sets up the final scenes of the movie. Rudy is assigned to the practice squad- basically live meat for the first team. He's half the size of the guys he's playing against and gets mad when he feels they are holding back because of it. When told he needs to lighten up so he doesn't get hurt, he states he is there, not to play one game, but to make the team better. He was willing to sacrifice himself for the good of the team.
Lesson- He had his personal reasons why he was doing what he was doing- to run out of the tunnel a player for Notre Dame, but they were his and his alone. His stated goal was to help eveyone else achieve what they needed and wanted- a better team.
There is a scene that sets up the final scenes of the movie. Rudy is assigned to the practice squad- basically live meat for the first team. He's half the size of the guys he's playing against and gets mad when he feels they are holding back because of it. When told he needs to lighten up so he doesn't get hurt, he states he is there, not to play one game, but to make the team better. He was willing to sacrifice himself for the good of the team.
Lesson- He had his personal reasons why he was doing what he was doing- to run out of the tunnel a player for Notre Dame, but they were his and his alone. His stated goal was to help eveyone else achieve what they needed and wanted- a better team.
Wednesday, March 01, 2006
Yes Sir!- What's In it for Me?
What's in it for me? That's a legitimate question? Why would anyone want to sacrifice for others in the name of customer service? It is because there is a lot at stake if you are willing.
If as child wants something, they become the sweet little child you always wanted. They put on the charm, the big puppy dog eyes, and they say Please, "I love you", or whatever else they think you want to hear. They try to give you what you want so they can get what they want.
In customer service, you have to be a bit more sincere than a four year old. But the principle is still there. You want to help your customers get what they want, service, so that you can get what you want, recognition, promotion, more business, etc.
Your success is undeniably tied to the ones you serve.
"You can have everything in life you want if you will just help enough other people get what they want" Zig Ziglar
If as child wants something, they become the sweet little child you always wanted. They put on the charm, the big puppy dog eyes, and they say Please, "I love you", or whatever else they think you want to hear. They try to give you what you want so they can get what they want.
In customer service, you have to be a bit more sincere than a four year old. But the principle is still there. You want to help your customers get what they want, service, so that you can get what you want, recognition, promotion, more business, etc.
Your success is undeniably tied to the ones you serve.
"You can have everything in life you want if you will just help enough other people get what they want" Zig Ziglar
Tuesday, February 28, 2006
"Yes Sir!" Month
When in the military and addressed by a superior officer, the only real response to any "request" is simply- "Yes Sir!".
What great customer service! No argument. No compromise. No hesitation on whether you'll do it, but immediate action on how to do it. The officer is always right.
The customer is also always right. For the month of March. I will be sharing the thoughts I am giving to a group of employees to help them discover what customer service is about and how to achieve it.
Sounds good?
I said, SOUNDS GOOD??!
SIR. YES SIR!
That's better.
What great customer service! No argument. No compromise. No hesitation on whether you'll do it, but immediate action on how to do it. The officer is always right.
The customer is also always right. For the month of March. I will be sharing the thoughts I am giving to a group of employees to help them discover what customer service is about and how to achieve it.
Sounds good?
I said, SOUNDS GOOD??!
SIR. YES SIR!
That's better.
Sunday, February 26, 2006
Sunday Scripture Choice
Ezekiel 33:11
Say unto them, As I live, saith the LORD GOD, I have no pleasure in the death of the wicked; but that the wicked turn from his way and live: turn ye, turn ye from you evil ways; for why will ye die, O house of Isreal?
Say unto them, As I live, saith the LORD GOD, I have no pleasure in the death of the wicked; but that the wicked turn from his way and live: turn ye, turn ye from you evil ways; for why will ye die, O house of Isreal?
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