It's All About The Customer

New Blog Address

2011-01-15T12:00:00.001-05:00

I've moved.

Click here to go to the new site!

Feedback is desired and welcomed!

David

Everything old is new again

2011-01-01T08:00:00.006-05:00

What a wonderful year it has been.

Those of you who regularly follow this blog, my humble thanks. If you are new, welcome to the tribe.

But as we grow, there is a need for change.

You can read my postings at the new site here.

Your comments are always welcomed. Please stop by and say hi!

David

Are you in business for one or a million?

2010-12-27T07:00:00.008-05:00

Would you rather have one customer or a million?

No brainer, right? What if you had a million customers spending a dollar each? What about one customer spending a million dollars?

What's the difference?

There really isn't any.

I recently had a visit from my best customer. I told her that she was our best. She said we always make her feel like a million bucks whenever she visits so she likes us.

We should make every customer feel like our best. Even the $1 sale.

Right?

Random fact: I once won a chugging contest in college. It was Mellow Yellow. I won a Frisbee.

Customer service lessons from the Wizard of Oz

2010-12-24T07:00:00.003-05:00

David. Come on. Really? The Wizard of Oz?

How can a make believe world about a place located on the other side of a rainbow relate to customer service?

It's pretty easy.

If you're a bank teller, an auto assembly engineer or a school teacher, you can incorporate the values embodied in the characters Dorothy encounters along her journey.

Brain, Heart, Courage

Brain - Make common sense common practice.

Heart - Have compassion and a will to serve

Courage - Be bold, make mistakes, learn and become better

Next time you watch the movie, remember these three attributes.

At the end of the day . . .

2010-12-23T07:00:00.003-05:00

If you are not using Google Alerts (thank you Jeff), I would encourage you to do so.

One of the alerts I get is on the phrase "it's all about the customer" whether it is my blog or a story somewhere on the web.

This particular alert started with "At the end of the day, it's all about the customer."

One question . . . was it all about the customer at the start of the day?

Change, Change, Change

2010-12-21T09:00:00.015-05:00

Changes are coming and are right around the corner.

"It's All About The Customer" may be down for a few days.

Let me echo what my kids said at my first 5K a couple of months ago . . . . Go Daddy!

"Could be, who knows. There's something new any day. I will know right away soon as it shows."

In an email response from the customer service rep I dealt with (Ron), I thanked him for his great level of service. He replied, "No worries. Fortunately, I love what I do."

Can you say that? If not, why not? Maybe it's time for change!

Random fact: I proposed to my wife from the stage at a Barbershop Convention in front of 1000 witnesses. We were serenaded with "I Love You Truly" after she said yes.

Instant Feedback: Converting Visitors to Customers

2010-12-20T07:00:00.003-05:00

It's a simple question.

Last year, while surfing the website of a well known travel company, I closed my web browser and immediately another window popped open in order to find out why I did not make a purchase before I left the first window.

At first I thought it was annoying. But I realized they were trying to find out why I didn't buy something. They expect every guest that visits their site to make a purchase. Anything less than that is considered a failure.

Now that is just my opinion. But what if it was the goal of the company to sell one of their products or services to every visitor to their website?

Call them crazy. Or just call them successful!

They are a Fortune 100 company. They've got a great social media presence. They probably know more about their customer base than most companies. They expect more from their employees because their customers expect it more from the company.

So do you hire someone to stand outside the doors of your company and find out why visitors weren't converted to customers?

That's a great place to start!

Random fact: I ran into Coach Joe Paterno on the sideline once and almost knocked him down.

We have some lovely parting gifts

2010-12-18T10:36:00.000-05:00

Don't let them leave empty handed.

Do you let your customers leave empty handed?

To some merchants, it is a huge failure to see a customer walk out the door without making a purchase.

But there's more you can give them.

A flyer
A business card
A promotional magazine
A bounce back coupon
A free sample
A sincere "thank you for stopping by and considering us for your needs"
An assurance you'll research the product they were searching for

An empty bag can be filled with more than products.

Building your brand

2010-12-17T07:00:00.008-05:00

"ME" out of business cards.

What is your brand?

I don't mean the company you work for. I mean you.

What do you stand for? Good service, honesty, quality?

I hope so.

Because qualities like good service, honesty and quality can be infectious. They can spread to others in your organization. Which will spread your organization.

Which helps build you and your brand.

Random fact: I can recite the last names of my 7th-grade homeroom class alphabetically, on-demand.

Happy Birthday Blog!

2010-12-16T07:00:00.005-05:00

Celebrating another milestone.

One year ago today, I made my first post. In the beginning, I wasn't looking this far down the road. I know. That was a little short-sighted on my part.

A lot has transpired in the last 365 days.

Thanks for coming along for the ride.

Can't wait to see what the next year holds.

Thank you everyone for reading, contributing, and inspiring.

The How instead of the Why

2010-12-15T08:10:00.000-05:00

I believe we all can agree that one of the keys to a successful business is having great customer service. Many articles have been written about WHY you should offer great service; increased ROI, more business, happier customers, better goodwill, etc.

Some tips on the how:

Anticipate the needs of your guests and your employees
In spite of the limits, have a work-around that takes care of your guest when the situation warrants special attention
Give more to your employees and guests that keep them loyal
Become a good listener

I'll spend a few days expanding these topics and give specifics on just how we can accomplish them.

Stay tuned for messages to follow.

The Right Audience - Can they find You?

2010-12-14T07:00:00.017-05:00

How do you know you are reaching the right audience?

Take a look at the cover of a magazine we received recently.

Save, Drop, Beat, Make - They got 'em all!

Save Money.

Drop unwanted pounds.

Make more money.

They hit all segments.

Are you hitting your segments? What about your segment? Would you know either way? Do you even know what your target audience is? Do you know how to find them?

First off, start by making yourself accessible. Whether you are a manager, business owner, or CEO, if your customers and your employees know the door is open, they will find you.

See you again soon

2010-12-11T07:00:00.006-05:00

As a customer was walking out, I said, "See you again soon." She stopped at the door and told me "Yes you will. You guys are always so nice to me."

That made my day.

But she made my day first by coming in. And I wanted her to know that.

Our guests/customers need to feel that they are the most special person at that moment in time. More important than sweeping the rug, or restocking the shelf, or working on that spreadsheet.

If it wasn't for them, we wouldn't be . . . . period.

But you're not a customer, you're an employee

2010-12-10T07:00:00.018-05:00

This phrase was recently overheard at a retail store. It appeared that an employee was making a purchase and was joking with the employee ringing the transaction. As soon as this phrase was uttered, a new blog post flashed before my eyes.

Would you want to work in a company where employees are valued as much as customers? If you said anything other than yes, you need help.

Southwest Airlines founder Herbert Kelleher used this response whenever he was asked about the success of the airline. "You have to treat your employees like customers."

Here is Southwest's mission statement.

We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

Sounds like a good company to work for.

It's been a while since I've been on a Southwest flight. As a matter of fact, it was 1992. It was a flight from Birmingham to New Orleans. I still remember it.

Random fact: Terry Bradshaw mussed my hair once. Once. (Thank you, Donna. I stole this idea from you!)

Random act of kindness

2010-12-03T09:00:00.010-05:00

I had a craving for a Chick-fil-a biscuit this morning. It had been a while since I had been there. Sort of a self-imposed ban. Saving bucks and calories.

It was Thursday and I usually take the kids to school so they can sleep in a little bit. That's not the real reason. I just like doing it.

Anyway, we're in the drive-thru line and I recognize the family in line behind us. So as I'm paying for mine, I tell the attendant I want to pay for the car behind me. I got my breakfast and sped off trying to be inconspicuous. With two elementary age kids in the car that was going to be tough. They would see this family at school just a short time later.

The day is rolling along and I didn't think about this until I got an email from my wife titled "Generosity". The email was a question. "Do you know anything about this?" It was a note from the principal where our kids attend. He sent the following letter to my wife.

"I don't know if it was you or your husband, but whoever blessed Ms. _______ this morning touched her in a very special way with the kind gesture at Chic fil A.

Thank you for your kindness. Parents like you make such a difference in the lives of our teachers and, as a result, our students.

Be blessed. You have certainly blessed others.

Sincerely,

ps - I know that this is really none of my business. I apologize if this is an intrusion."

When I picked up the kids from school, the principal was waiting to meet me. He shakes my hand and again tells me how my simple act went a long way in blessing someones day. When the kids were ready, my son hands me a thank you card addressed to the family. It went into further detail of the difficulty this family had been facing over the last few weeks. It changed their day from a bad one to one that was filled with blessings.

Many times we never hear from the ones directly affected by our random acts of kindness.

Bringing this type of attitude into your operation can only spell success for your business and for you.

But let's not rely on the randomness. Begin your day determined to be a blessing to everyone you meet.

100th Post

2010-11-30T07:00:00.010-05:00

It just means he talks a lot.

A huge thank you goes out to a lot of folks today. This is my 100th blog post.

What started last December took several weeks just to get the first post written and published. The inspiration came form a Disney Institute course on leadership. So much information was coming at me so fast I felt compelled to share it.

I don't have all the answers. I'm just a messenger. I see things in real life that could be done differently.

I have a host of folks to thank for their inspiration, their support, their suggestions, and their great leadership. It's what they do, not always what they say that encourages me. So, Jeff, Donna, Mike, Craig, Stewart, Cindy, Patty, Brandon, Ronnie, Skip - Thank you for the first 100.

Here's to 100 more!

Safety is a priority for a reason

2010-11-29T07:00:00.001-05:00

Is he thinking about safety?

Some states don't require riders to wear a helmet.

Is safety a priority with your company?

What about with you?

Safety is a priority for a reason.

So there's this guy at the airport . . .

2010-11-24T07:00:00.004-05:00

And he keeps smiling at everyone who passes by. He seems to be talking more to airport employees rather than passengers. But he's not wearing a badge. It doesn't appear that he works here.

He keeps asking people if they are having to work during the holiday. All of the conversations end the same. "Well, have a great Thanksgiving."

Why is he doing this? What is motivating him to be this friendly ambassador? I wonder who he works for?

Wait a minute. There's something on his shirt. It's a logo or design on his pocket. Maybe I can get a picture if I get close enough.

Now I get it! I recognize that logo. I wonder if he works for them? Here he comes. I'll ask him.

It all makes sense now. It's something he believes in. He's actually a retail manager. But he believes that no matter where he is, it's his job to help spread a little magic to those he meets. He also believes that everyone he comes in contact with is a potential customer.

What if we all had the same attitude? Instead of talking about this guy at the airport, we could be talking about him at the restaurant, or bookstore, or sporting event, or grocery store, or . . . anywhere.

"People don't care about how much you know until they know how much you care."

Heels or toes?

2010-11-22T07:00:00.009-05:00

Are you the type of person that puts more weight on your heels or on your toes?

Are you resting on your past accomplishments or are your toes fixed on the starting line anticipating the start of the race?

We often rely on old tactics, conventional wisdom and outdated strategies to keep our businesses and lives running. But is that preventing us from moving forward?

If you are dreading going into work today, I suggest getting some medication to help your heels. They're probably going to be sore.

Customer-Centric

2010-11-18T07:00:00.007-05:00

I got an email message from a LinkedIn group to which I belong advertising for a "Customer-Centric" Leader.

BusinessDictionary.com defines customer-centric as: "An approach to doing business in which a company focuses on creating a positive consumer experience at the point of sale and post-sale."

I would like to focus on the key phrase - post-sale. How many times have we finished a transaction and thought we're done? We hope we see that customer again. And, depending on the customer, there may be times when you hope to never see that customer again.

It's what we do during and after the transaction that tells the customer their business is appreciated and welcomed time and time again.

What can you do post transaction that gains you repeat business?

Smile
Sincerely thank your customer for their business
Offer a bounce back reward for their loyalty
Have their product in stock
Follow up phone call to see how they liked/disliked the product or service you offer
Send a letter or card asking for their business
Offer samples of new products
Encourage them to share their positive experience with others (they'll share negative ones on their own)

These are things that can set you apart from your competitors.

Opportunity Cost - How much does bad service cost?

2010-11-17T07:00:00.014-05:00

Every decision you make has a cost associated with it.

When you choose to do one thing, you can't do something else in its place. Otherwise you would have chosen the other thing.

The same can be said for good customer service. If you choose to only offer excellent service, you can't do bad service in its place.

Most businesses don't realize they have a choice. But they constantly make the wrong choice by putting the wrong person in place to represent their company.

You want an example? A customer came in yesterday talking about her bank. She had faxed them some documentation and didn't hear a response. When she called them, they told her we didn't receive your information. She told them she had the fax confirmation showing when it was received. The person she spoke with changed her story and said they get so many faxes they don't know if they are legit so most of them get shredded. WHAT? This bank is actually paying someone to say something so ridiculous to their customer.

Today this customer came by just to tell me she closed her account with that bank.

I have no affiliation with that bank. But this customer felt compelled to tell me the story of her bad experience. Think she'll tell more people?

I wonder how much this will cost them? I wonder how they will justify their decision?

And the award goes to . . . .

2010-11-16T07:00:00.002-05:00

Having a good day?

Having a bad day?

Either way, your customers should not know the difference, even if this means you have to give the performance of a lifetime.

What are you afraid of?

2010-11-15T07:00:00.010-05:00

Social Media. Does it scare you? To some people, it's like talking to them about Nuclear Armageddon.

Between blogging, Facebook, Twitter, LinkedIn, etc., it is tough to be a successful business without embracing some form of social media.

Some companies cite lack of experience, lack of time, lack of resources, "it's too new", etc., as their reasons for not using social media.

In an era when our customers crave information NOW, doesn't it make sense to have some social media presence?

Check out these media facts:

The first full-page newspaper ad in the United States was published in 1856. The first newspaper published in America was in 1690.

The first paid radio commercial took place in 1922 at WEAF in New York. Continuous radio broadcasts had been around for about 20 years.

Twitter started in 2006 and has an estimated 175 million users worldwide.

Facebook started in 2004 and has over 500 million users.

If you are waiting for a bigger sign or a bigger ROI (Return On Investment), stop waiting. Start doing.

Sincerely,

@emnbensdad (That's me on Twitter.)

Not available in all areas

2010-11-14T07:00:00.007-05:00

Have you ever seen an advertisement for a new product only to be disappointed to find out it's already out of stock once you got to the store?

I'm not talking about the bait and switch tactics some retailers use to lure you in. I'm talking about when retailers send you a specific advertising piece only to find out they were shipped 4 of them and 3 were sold to employees before they made it on the shelf. Definitely not a policy of putting customers first.

Can't the same be said for customer service? Good customer service is not available in all areas.

But it can be.

It's a choice. Businesses can choose to be in business for their customers or for themselves.

What do you choose?

Results May Vary

2010-11-12T11:00:00.011-05:00

On the heels of yesterday's post (Some Restrictions May Apply) is today's post, Results May Vary.

You can't use the same approach for each customer because no two customers are alike. The same can be said of your employees. No two employees are alike so you have to use different ways to communicate with each of them.

If you don't, the results may vary. And they may not be the results you or your customers are looking for. Getting to know your customers will have you on the right road of placing your team members in the right positions.

Disney is famous for their guestology. That's Disney-speak for knowing and understanding their guests (customers) through qualitative and quantitative market research. Throughout their research and implementation processes, they realize that not every decision will have the same affect on every guest. They have implemented new strategies, new designs, new procedures . . . . and some have failed. But they have learned from those failures and they have incorporated that knowledge into the next decision.

Knowing that your customers and team members are unique gives you the power to fine tune your processes.

If your business is stagnant because your processes are stagnant, maybe it's time to shake things up.

The results may vary. And that could lead to more business.

Some Restrictions May Apply

2010-11-11T07:00:00.006-05:00

This phrase is heard a lot in commercial advertising.

Do we put too many restrictions on our customers? You can't do this or you can't do that. If you do this or that then we won't do that or this.

We have policies and procedures in place for a reason. But are they customer friendly or business friendly?

This is not an offer to sell securities. Do not stamp. Do not disturb. If condition persists, consult your physician. Times approximate. Simulated picture. Batteries not included. Not recommended for children. Not responsible if lost or stolen.

Happy 235th Birthday

2010-11-10T16:00:00.005-05:00

A customer came in this morning. He's one of our regulars. He asked "How do I look at 235?" I told him there is no way he weighed in at 235lbs.

He reminded me today is the 235th birthday of the United States Marine Corps. I was embarrassed I didn't remember.

I shook his hand and thanked him for his service.

Without him and the other men and women like him, I would not have the freedoms I currently have, including bringing you this small, insignificant blog.

To John and Skip and the millions of others who have served in the USMC, Happy Birthday and Semper Fi!

Ideal level of service

2010-11-10T07:00:00.003-05:00

What are some key words or phrases you would use to describe the ideal level of service your organization offers?

Some examples are:

Skilled
Excellent
Knowledgeable
Caring
Detailed

You will probably come up with more.

Now, let's look at it from the customer's perspective. Would they use the same words? Would their language be as complimentary?

Looking at your business/organization from the perspective of your customers is a great way to find gaps in service. Plus, if you find them before your customers do, well, won't you and your customers be better off?

Aliens

2010-11-09T07:00:00.007-05:00

No. Not the ones from outer space. I'm using it to describe how a customer might feel after going into a place of business only to find out they are out of stock on a particular item.

Some analysts believe that over $100 billion is lost due to out-of-stock situations in retail stores across North America.

This is alienating our customers and sending them somewhere else.

The number one complaint consumers have about shopping is waiting in line. The thing that frustrates them second most is out-of-stocks.

By having a great in-stock position, you may be welcoming aliens and not know it.

How cool is that?

I've Got a Secret

2010-11-08T07:00:00.003-05:00

I have a secret. Actually, I've got THE secret.

It is the secret to good customer service.

Are you ready? You might want to sit down for this one. It's deep. It's highly intelligent.

Now that you've stopped laughing, here it is.

.

.

.

.

There is no secret.

Countless books have been written about the secrets to effective customer service. But there is no big secret. Everyone can offer great customer service.

And doing it consistently will make you known for offering good service.

I don't know

2010-11-05T07:00:00.000-04:00

Do you ever have to tell your customers "I don't know" when they ask you something you don't know? Hopefully you don't lie to them.

One of the lessons learned as part of my Disney Institute program on Quality Service involved how some questions get answered.

If a question was asked that could be answered, the answer began with "That's a good question." If it couldn't be answered immediately, the response began with, "That's a great question." And they would proceed to find the answer. If a question was asked that dealt with sensitive information, the response was usually "That's an excellent question" and that was it.

What do your customers expect from you? How you respond when you don't have the answer will determine whether or not they will become customers for life.

And isn't that what we want?

How do you become an expert?

2010-11-04T07:00:00.008-04:00

I once was given a definition of the word Expert.

Ex = has been

Spurt = a gush of water

Expert = a has been gush of water

Are you an expert in your field? If you take the definition above, it's probably not something you would want to put on a resume.

How about a real definition? An expert is defined as a person who has special skill or knowledge in some particular field; a specialist; someone with authority in a subject area.

Do your customers view you as an expert? Do they come to you for advice? If not, why not? What are you doing to change that?

It is up to you to become the specialist.

Cheerleader or Chair Leader

2010-11-03T07:00:00.043-04:00

Are you a cheerleader or a chair leader?

Have you seen a cheerleader doing their work? If you've attended a sporting event, you've seen cheerleaders and understand their role. Smiling, enthusiastic, positive. If you've ever been to Sam's Club (the warehouse club) early in the morning, you might have witnessed one of their pep rallies. It can be used to review the previous day, announce a change in policy, or just a way to get the staff geared up for the day ahead. It can also be a great way to recognize or reward team members for their achievements.

What about a chair leader? This is the type of person that usually sits behind a desk and delivers instructions. They might be a person who has never served in the field. Yet, due to their degree or pedigree, they hand out textbook answers in order to micro-manage. They only talk and rarely listen. I think of this position like Pharaoh from the "Ten Commandments" barking orders and edicts from their throne.

Cheer on your team to bigger and better results.

If your actions inspire others to dream more, learn more, do more and become more, you are a leader. - John Quincy Adams

Help Kids with Cancer

2010-11-02T07:00:00.009-04:00

There is nothing selfish about this post.

A couple of days ago I made a post about Give Kids the World. This time I'm asking you to listen to another story.

St. Jude Children's Research Hospital, located in Memphis, Tennessee, is one of the world's premier pediatric cancer research centers. Its mission is to find cures for children with cancer and other catastrophic diseases through research and treatment.

The hospital's daily operating costs are nearly $1.5 million, which are primarily covered by public contributions. St. Jude has more than 3,300 employees.

The folks at GNC have teamed up once again with their Thanks and Giving campaign to raise money and awareness for St. Jude.

You can visit your local GNC store or go here to make a donation.

Thank you.

Eleven and a half years

2010-11-01T07:00:00.015-04:00

That's how long my business has been open today.

Just last week, a customer called to get directions to our store. She said she didn't know we were here. I told her we've been here for 11 1/2 years. She said she's been to our shopping center before but never noticed us.

Who's at fault? The customer for not noticing us or us for not being noticeable?

Do something to be noticed today.

You have the power

2010-10-31T07:00:00.014-04:00

A good friend was returning home from a business trip recently and was sitting in front of a mom and her daughter on the plane. They were headed to Orlando as recipients of a Give Kids The World experience.

Give Kids The World is "a non-profit organization that exists only to fulfill the wishes of all children with life-threatening illnesses and their families from around the world to experience a memorable, joyful, cost-free visit to the Central Florida attractions, and to enjoy the magic of Give Kids The World Village for as long as there is a need."

So he poses the question, "What would you do if you were sitting in front of her and her mom?" He works for a Fortune 100 company and is in a position to help make her experience a magical one. Plus, he has the heart of a servant.

Everyday we are given the power to make a difference in the lives of someone or several someones. It can be at work, at school, in a store, at church. Anywhere. Anytime.

You have the power. How are you going to use it today?

All team members are valuable

2010-10-30T07:00:00.005-04:00

When you have a professional team (baseball, football, basketball, hockey, etc.) the veterans and the rookies play together to form a cohesive unit. At least on the successful teams they do.

What about in your organization? As a leader, manager or supervisor, are you building a team of inclusion or exclusion? Does the rookie in your organization have the same level of input as the seasoned veteran?

Not everyone on your team is cut out to perform at the same level or perform the same tasks. But if everyone feels like a valuable part of the team, watch what they can do if you are giving them confidence along the way.

Epiphany - Duh moment

2010-10-29T07:00:00.013-04:00

If you are a child of the 70's or 80's, I'm sure you remember the commercials for V8. The commercials included people who had their "epiphany" or "duh" moment.

According to dictionary.com: Epiphany - "a sudden, intuitive perception of or insight into the reality or essential meaning of something, usually initiated by some simple, homely, or commonplace occurrence or experience."

So have you had one of those "duh" moments lately? One of my customers came in the other day having experienced one herself.

For years, she has been a loyal customer. And we had been recommending a particular product to address a specific need. Finally, after everyone on our team kept reminding her of our product offering, she gave in and made the purchase.

At first, she thought we were just trying to sell her a product to make a quick buck. It took a few years of telling her the same information before she finally made the jump.

And now, she's telling everybody. You can't ask for better advertising!

The lesson here is not what the product was or what it is being used for. This is an example of how your team should deliver a consistent message to each and every customer. The truth should always be the standard.

Knowledge Is Power

2010-10-28T07:00:00.002-04:00

I was fortunate to attend a sales meeting recently sponsored by one of our vendors. The main presenter for the evening is a very spirited, energetic and knowledgeable salesman. While some may find his tactics "over-the-top" Pat brings a level of enthusiasm and passion to his work that is rare in a retail environment.

One of his main selling tips focused on three "knows". When he first said it, I saw the word NO in my head instead of the word KNOW. Until he explained what he meant, I was scratching my head trying to think ahead and figure out what he was talking about.

1. Know your customer's name - Do you know who your best 25 customers are? What about the top 10? How about 1 or 2? Do you have a way to track them? What are you doing special for them to keep them as your top customers?

2. Know what your customer buys - In stock position is vital to any business that carries an inventory. Having the right products in at the right time is the right decision to make for success.

3. Know what your customers do - Hobbies, interests, children's activities, job . . . if they are involved you should know about it. Unless they are members of the "One and Only Club for Loners" show an interest in their interests. It goes beyond the casual conversation. Know what they do whether it's for fun or for a paycheck.

Click here to go to Wikipedia's SchoolHouse Rock page. You know you want to since you've been singing the song!

Knowledge Is Power!

Retention vs. Acquisition

2010-10-27T07:37:00.000-04:00

More evidence has been discovered that it costs much less to keep customers rather than attract new ones.

Click here to be taken to the latest findings.

Further proof to work on those customers we have. Existing customers have a greater value.

What are you doing to retain your customers?

Let's be careful out there

2010-10-25T07:00:00.002-04:00

Wow! I was going through my old posts and saw that this one was still labeled as "draft" and not published. Not to worry. I want to offer some of the lessons learned from the Disney Institute's Quality Service program I attended in April 2010 and there is plenty to share.

This program looked at the four basic quality standards: Safety, Courtesy, Show and Efficiency. We studied how these were used in the different delivery systems: Cast (employees), Setting and Process.

Most of us think that safety issues are something you worry about if you are on a construction site or work in a warehouse. Nothing could be further from the truth.

One particular Fortune 100 company has received a patent for a new safety design. Safety is their non-negotiating factor. It overrides everything they do. While they may have thousands of employees devoted to safety, it is the responsibility of every employee to account for safety in their area.

Do you take safety into account for every decision you make in your business?

Professional Development - No More Status Quo

2010-10-22T07:00:00.002-04:00

How much is devoted to professional development in your budget each year?

Just because you are out of school, paid off your student loans and saving for your kids college tuition doesn't mean that the learning stops for you.

"In the long run, professional development doesn't cost. It pays."

So, where do you start? Knowing your team members is a great start. Placing them in positions where their strengths can be maximized and offering help in the areas where they are weak isn't a one-shot deal. It is an ongoing process.

When was the last time you offered training to your management team? What about for yourself? What about frontline employees? Product knowledge is easy to come by. Organizational skills, merchandising, leadership, communication skills and other subjects are all part of the process of developing team members into team leaders. Sure, there will be some that don't care to develop any further than they already are.

Professional development can be a combination of personal development as well as career advancement. It applies to almost every profession.

Are you satisfied with the status quo?

We are all insane

2010-10-21T07:00:00.007-04:00

Heard someone say this recently. It is so revealing.

"Insanity is doing the same thing over and over and over again and expecting different results."

How often do we find ourselves going through the same motions, stuck in the same routines, trying the same tactics, yet we expect a different outcome? Raise your hand if this is you.

Okay, everyone put your hand down.

Why do we do this? Yes, we are creatures of habit. But when we were kids we learned that if we put our hand on a hot stove it hurt! We should be learning from our mistakes and moving on.

Use the same principle in your business. Are you using the same marketing and advertising channels? Are you hiring the same type of people? How is all that working out for you?

Thankfully, there aren't enough asylums around to handle the influx.

Good Service vs. Great Service

2010-10-20T07:00:00.028-04:00

The Disney Institute recently put out this request on Twitter and Facebook.

"In a word or two, reply to tell us what you think distinguishes good service from great service."

Here are some of the responses received from around the world:

Great people
Faith in God
Responding to customers' needs
Attention to Detail
Attitude to SERVE
Extra effort
Listening
Commitment
Passion
Never having to ask for something twice
Sincerity in helping
Exceed Expectations

That's some list, isn't it? See anything on the list you could be working on? Don't your customers deserve everything on this list and then some?

It basically boils down to how you want to be treated. If you want GREAT service, start by giving GREAT service.

Accentuate The Positive - Eliminate The Negative

2010-10-18T07:00:00.010-04:00

"Latch on to the affirmative and don't mess with Mr. In-between."

This is a great song written by Harold Arlen and Johnny Mercer back in the 1940's. The Andrews Sisters also made it popular

Now let's bring the idea forward to 2010. Can you name your talents? What about the talents of your team members? Do you have one job description where you shoehorn all of your team members into the same mold? Or do you maximize their abilities and provide opportunities to grow and learn? Could I ask any more questions?

Take the opportunity to know your talents. Maximize the positives. Positives can be attitude, desire, passion, confidence.

Minimize and eliminate the negatives. Negatives can be doubt, ignorance, distractions, fear.

Do this and you won't have to worry about Mr. In-between.

(If you need me to sing you the song to encourage you, find me!)

Best Practices - The Disney Institute

2010-10-16T12:09:00.000-04:00

The term "best practices" is used quite often when referring to the Disney Institute.

Come to think of it, why would you do anything without giving it your best?

What started it all? Take a look at this video and see it through "Walt's Eyes" for a backstage tour of Disney's attention to detail and how they incorporate their best practices into what they do for their guests.

(For those of you who are getting an email copy of this blog sent to you, the video may not load properly. Please click the link at the bottom of the email to see the video. Thanks!)

Find your source of daily inspiration.

Can anyone see you?

2010-10-15T07:00:00.003-04:00

Seth Godin has done it again. Short and to the point.

"Scarcity creates value."

Is your product or service getting lost in a sea of other products and services?

What makes you stand out? Is it you?

Say it with me and notice the emphasis of each statement.

IT can be you. It CAN be you. It can BE you. It can be YOU!

IT CAN BE YOU!

Make what you offer head-and-shoulders above the rest and watch your value soar!

TOMA

2010-10-13T07:00:00.010-04:00

T.O.M.A.

No. Not TOGA. This isn't a college frat party!

T.O.M.A. = Top Of Mind Awareness

A fellow blogger and Disney Institute alum recently commented that in her business, a bulk-mail operation in Indiana, she has clients calling her before they call the post office because they know that she will answer their questions in a way they can understand. When they think of mail, she wants them to think of her! Way to go Donna!

Another term that describes this type of awareness is brand loyalty. What do your customers think of when they hear your company name?

One such company that enjoys this type of brand loyalty, this top of mind awareness, is the Disney family of companies. From ESPN, ABC, the Disney Cruise Line, Walt Disney World, Disneyland, to movies, TV shows, websites and professional learning, the Disney company is ranked as the 8th Best Global Brand according to BusinessWeek.

Now you may be thinking that you're company may never get to the level of a Disney or IBM or Coca Cola. But those companies didn't become an overnight success. They took time, doing the same thing day after day until they achieved a level of respect as a leader.

Everyone in your organization plays a key role in developing customer loyalty and brand recognition. If you are one product in a sea of products, it is your brand you want them to notice. You'll be surprised at the relationship between loyalty and the health and future of your business.

Milestones

2010-10-11T07:00:00.009-04:00

Most of us have had numerous milestones in our lives. The birth of a child, marriage, first house, first car, first love, 20th High School Reunion (and you survived!), etc.

Since this blog began in December of 2009, it has reached a few milestones. First, the blog was read by someone outside the state of Georgia. Next came a day when it received it's first visit from a foreign country.

Now, I've been blessed with getting the message out to 25 states and 17 foreign countries. With nearly a thousand page views a month, the word is getting out.

To my friends who have "retweeted", "liked", or somehow passed on the message, I cannot thank you enough for your generosity and support.

Just remember, everything you do is about your customer.

Also, kudos to a good friend who gave me the title of this blog. It's what he has preached for years and his customers believe it. And when they don't believe it's working, they let him know about it.

What are you doing in your business that really shows your customers are a priority?

Nil Desperandum

2010-10-07T07:00:00.001-04:00

Did some reading Wednesday night and I saw this phrase in two totally unrelated articles and one blog post.

Fate? Encouragement? Inspiration? Call it what you will.

Nil Desperandum - Never Despair

It's pretty simple. Never give up. Don't despair. This came from the pen of a man who lived over 2000 years ago in an age where social class meant everything. And he had none.

Early this coming Saturday I am running in my first 5k POHSE. . . post open heart surgery era. Yes, for those who don't know, I had open heart surgery March 11, 2004. The problem was discovered and rectified in less than 72 hours. There was no time for despair. No time to quit. We had just had our second child and were only married 7 1/2 years at that point.

As I approach the finish line Saturday, this thought will be in my head. That and "I can't breathe, I can't breathe! My legs are killing me!"

This could be the change I've been seeking for years. I hope it is.

Nil Desperandum

PS. This is a little off topic from my regular postings about customer service. If your business is suffering in these lean economic times, don't give up. Don't despair. Nil desperandum.

Do you buy "in-house"?

2010-10-06T07:00:00.010-04:00

One of my store fronts is in a great traffic location. No, it's not out in the middle of the road. The shopping center in which we are located gets a lot of pedestrian traffic walking in front of the store. I see customers and other shopping center employees crisscrossing all day long.

What struck me as odd the other morning was an employee of the grocery store anchor walking by. It was his return trip that really caught my attention. He had what appeared to be a sub and a drink from the deli located in our shopping center. Yes, this was around lunch time.

Can you see where I'm going with this?

His store offers a full service deli . . . in-house. Assuming this was for himself, why did he go elsewhere when he should be able to get the comparable product from his own business? That $5 he chose to spend somewhere else is now gone. Multiply that by the number of customers a day times the number of days a year they are open and soon that $5 trip turns into a large sum of cash.

Are your employees spending their dollars someplace else? Do you know why? Have you tried to change that? Have you asked them? What are you missing?

These are key questions leaders need to answer.

Customer Service Tips - Be Helpful

2010-10-04T07:00:00.003-04:00

This is nothing new. People come in and use you for information then spend their dollars elsewhere. That's okay. If they keep coming to you asking questions, you keep on providing answers. They trust you.

If they start telling their friends and family to do the same thing, that's okay too.

That's your reputation.

If they end up buying from you because of the level of service you continually offer, that's great!

That's your relationship.

If your business grows because your customers can depend on you, well, isn't that why you're in business?

That's your reward!

So, go ahead, be helpful to everyone . . . . everywhere . . . . everyday!

Customer Service Tips - Go the Extra Mile

2010-10-01T07:00:00.005-04:00

This term has its origins during Biblical times. Roman soldiers could ask anyone to carry their sack or equipment for a mile. Jesus said, "And whosoever shall compel thee to go a mile, go with him twain."

By going the extra mile for your customer, you are doing more than what is expected. You are going above and beyond the norm.

By doing so, your customers will remember you in a positive way and they may be more loyal to you.

If you are finding a tough way to start, watch this video about going over the top.

Make the choice today to go the extra mile. Of course, you can also make the choice that you are just going to sit around and collect a paycheck and not even go the first mile.

I guess those are the folks who don't need a job.

You've drawn the line - Now what?

2010-09-29T07:00:00.057-04:00

For whatever reason, you have drawn your line in the sand. Whether it is a policy violation from one of your employees or a customer who is trying to take advantage of you, you have said enough is enough.

Now, that line has been crossed. What do you do? Do you sacrifice your integrity just so your reputation stays positive?

Seth Godin, blogger extraordinaire, recently published a blog titled "Little lies and small promises" that deals with reputation. There's always room for flexibility. But at what cost?

What do you stand for?

Are you singing the Monday blues?

2010-09-27T09:00:00.007-04:00

Do you dread going into work today?

Do you long for the weekend?

Do you count the number of days until Friday?

Do you celebrate "hump" day?

Do you need to change your attitude?

Perhaps you need to look at your day the way the Swiss Family Robinson looked at theirs.

It was a simple gesture

2010-09-24T09:00:00.002-04:00

We went to his office. He actually came in late that day. As it turned out he was working from home that morning. It was a nice day to be at the office. Lots of folks milling around. Busy, busy, busy.

But on this busy day at the office, he made it a point to find me and make a special delivery. This wasn't just any delivery. He knew I was bringing my kids to his office so he brought some special trinkets that they were sure to enjoy. A simple gesture on his part? Not really. It was well thought out. It came from a heart that is grateful, and has an infectious kindness that reaches around the world.

What's a simple gesture you can do today, right now, that will mean the world to someone else? You don't have to give them tonight's winning lottery numbers. A trinket, a gift, a hand shake, a thank you . . . it all counts.

Going through the motions

2010-09-22T07:00:00.004-04:00

Do you have your daily routine? Chances are you do.

Does your routine include a dose of excellence? Chances are it doesn't.

Sometimes we forget to include excellence in our choices each day. There's always a choice.

For those of you who have incorporated it into your routine, bully for you!

For those who have forgotten what excellence feels like, find someone to mentor who defines excellence. I have mine.

Your customers, family, and friends will be better off. So will you.

That dreaded word - A-U-D-I-T

2010-09-20T07:00:00.005-04:00

We were audited recently. No, not by the IRS. But our company contracts with another company to do surprise visits and evaluate our stores. They grade things like how well the store looks, displays that are correctly merchandised, wall sections that are in their proper place, not having expired products, etc. They judge the store from the customers' perspective and give us a score. A perfect score of 100 is the goal. However, we know that we will not, in most cases, achieve the 100.

Why not?

Because we've settled for less than perfect, that's why. We've decided that as a company, we don't want to deliver the best to our customers. We sent a memo to all employees outlining our new company philosophy. We are to fear the audit and the auditor. We must try to please the auditor and only the auditor. We must devote all of our time to making sure we do not displease the audit gods. We would not want to upset the auditor on their two yearly visits.

Or not.

There was no memo. There was no communication from management that said we are to kowtow to the will of the auditor. Yet there are a number of companies whose focus and drive are only to achieve a perfect score on their review. They do this at the expense of truly focusing on their customers. Yes, we say we want to have a customer focused operation. But how many of us practice that day-to-day?

Do you realize that your customers audit you every day? They give you a grade but it's based on product assortment, quality, price, employee knowledge and WIIFM . . . what's in it for me. If we realized and believed that EVERYTHING we do is about our customer all the time, customers would be beating down the doors trying to get a piece of the action.

Recognize that your customers are your best and worst auditors. Focus on them using established policies, procedures and practices and you might lose them. Focus on your customers by doing what is best for them and you might have to rewrite the policies, procedures and practices.

A = All
U = You
D = Do
I = Is for
T = Them

The Perfect Lunch

2010-09-17T07:00:00.025-04:00

As part of my Disney Institute course on Quality Service, one of the lessons was devoted to Setting and how it is used as a delivery system within the framework Disney uses for their exceptional service. As one of the exercises, our class was offered the "perfect lunch" following one of the morning sessions.

Having just studied what Disney does to emphasize the setting for their guests, we all were looking forward to a lavish meal. One thing Disney is well known for is their cuisine. We arrive in our room and we find . . . in a word . . . chaos. While the selection of food was ample, it was totally out of order. Silverware was located at one end of the buffet line, while plates and food were scattered randomly around the tables. Several themes existed; one was pirate a pirate theme and the other was colonial. Napkins were hidden. Soup bowls were nowhere near the soup. Plates were too small. Get the picture? Little did we know the server was also part of the setting. He was apologetic and through his conversations, he encouraged us to talk about the experience without saying, "How does this make you feel" or "Isn't this a lousy setup".

While this "chaos" seemed out of place, it was well thought out. Organized chaos? Aren't those terms mutually exclusive?

The setting involves the environment and the individual objects within that environment. It should send the right message, guiding your guest through the experience and involve multiple sensory details. How your operation looks, where things are located within your environment, even how your on-stage areas smell, . . . these all have a part in a successful setting.

Are your brochures spelled correctly? Is the lighting correct for the environment? Is there ambient noise that is disrupting the experience? All of these work together to complete the experience for your guest.

We eventually caught on to the lesson offered even though we thought we were on a lunch break. The only time your setting should take a break is when access by your guests is not allowed. Unless your operation is closed, there is no break.

Your guests demand and deserve better than the perfect lunch.

Who is responsible?

2010-09-15T07:00:00.002-04:00

You are a manager. Good!

You are working the front line. Great!

A customer comes in. Wonderful!

They want to see you. Sweet!

They don't look happy. Uh-oh!

They want to lodge a complaint about one of your employees. Rats!

Who is responsible? Me?

Should the employee be the one to make it right? No. You'll talk to the employee and get their side of the story, right? No. You're committed to handling the situation right then and there. YES!

While the customer may just need to vent, action on your part will show them you care enough beyond just listening. At that moment, you are responsible. At that moment, you need to take action. At that moment the customer needs to know that when they leave, a resolution is in the works.

Are you responsible?

Post Script

2010-09-15T00:55:00.000-04:00

As this blog has developed over the last 9 months, I've posted on an irregular basis.

I am working on getting new posts out on Mondays, Wednesdays and Fridays.

Thanks for your feedback publicly on the blog and privately to my email. If you have a topic you would like discussed, send me a note. We're all here for each other.

Remember, everything you do is about your customer.

Workplace Values - Integrity

2010-09-13T07:00:00.033-04:00

Can Opener - Check

Can of worms - Check

How focused are you on the bottom line? What about integrity?

What do you think are some common workplace values in a business that lacks integrity? These can be values that are prevalent among front line employees, management or corporate leaders. Let me help you with the list.

Lack of Direction/Focus
Situational Ethics
WIIFM - What's In It For Me
Personal Gain
Selfishness
Greed
Dishonesty

I bet we all can identify some business we've come across that have displayed one or all of these traits.

But if a business is based on integrity, then we have a different list of values.

Defined Goals
Doing what is Right
Customer Focused
Teamwork
Creativity

Take a look around. Is your business based on integrity? What do they value more - Integrity or the bottom line?

Values lead to Beliefs. Beliefs lead to Thoughts. Thoughts lead to Choices. Choices lead to Behaviors. Behaviors lead to Results.

5 Steps to clean up a mess

2010-09-10T07:00:00.000-04:00

I received a Tweet the other day (yes, I'm a Twit-ter-er) about "How to clean up your social media mess in 5 simple steps". As I read along, I realized that these 5 steps can be applied to any situation where you've made a mistake, not just in a business/social media sense.

Think about the last mistake you made. Now, see how this list can help you get beyond that mistake.

Admit your mistake. This isn't to show you are a better person. It's to show that you are human and you have faults. Sometimes publicly admitting your mistakes helps you overcome them.
Respond directly and publicly to the most vocal objections. If someone is out to exploit your error, this can take the wind out of their sails.
Give people a channel to vent. Sometimes people just need to be heard. If it is a customer you have wronged, let them speak.
Do something right. The timing of your correction can be extremely powerful. Don't wait to respond. Make it right.
Don't make the same mistake again. Turn it into a learning experience, not just for you but for your team (if you are a leader). Even if you are part of the front line staff, others will observe your behavior and could possibly benefit from your mistake.

Sounds easy right? It all depends on how you handle yourself following the mistake. Take responsibility, respond, make it right and move on.

Excuses - Be sure to check your math

2010-09-08T09:00:00.002-04:00

We've all seen them. Those motivational posters that line the walls of businesses around the world. They are a combination of pristine scenery and inspirational text designed to motivate you into action.

One such poster was relayed to me by a 14-year-old after someone was complaining about not doing well on a video game. They were complaining that their game remote wasn't working right. She chimed in,

"Don't make excuses, make improvements."

We've all been in those situations. Something doesn't look right or some project doesn't come out the way it was planned. Was it the planning or the execution that failed? Did we leave out a step in an already established process that led to an undesired result?

I remember being reminded in school to always check your math. Once you turn in your paper, test, homework, etc., it's too late to go back and make corrections. Sure there is room for mistakes in life. That's how we grow. What we do with the information is up to us. Are you going to whine about some uncontrolled variable or are you going to improve the process and decision making skills in order to complete the task?

Be sure to check your math.

Are you a shirker, a jerker or a worker?

2010-09-06T09:05:00.007-04:00

As the country celebrates Labor Day today, I would like to share something I heard in a sermon recently by a good friend.

Are you a Shirker, a Jerker, or a Worker?

A shirker - a person who actively evades duties, responsibilities or work.

A jerker - a person who starts off like a rocket but ends up falling like a rock.

A worker - a person who acts or operates effectively.

Which one are you?

We've all probably been in each category at least once. But what are you on a daily basis? Nobody wakes up and decides they are going to be a shirker, do they?

If you are going to work tomorrow, which one will you be?

Bad Customer Experience - Who Do You Tell?

2010-09-03T09:00:00.002-04:00

We did our regular Sunday night routine. Went to church. Left church. Went to a particular restaurant to get the regular order for Sunday nights. We've done this same routine more times than not. We go through the drive thru (if it's not too long), place our order and then we're told to drive around to the front of the building to wait for our order? What? No one was in line behind us. The order wasn't that big.

Two things here that bug me. First, why make us drive around front? Second, are you trying to inflate your numbers so that your store looks good to the corporate office? To inconvenience your customers this way . . NOT GOOD. Hey restaurant, was it worth the 10 minutes I spent online last night complaining? How about the extra 10 minutes I complained on the phone? It was to me. And I asserted my right to complain.

And now I am putting it out there for everyone to read.

A bad experience for one of your customers doesn't just stay between you and your customer. They'll talk. And if it's bad enough, they'll walk.

Re-markable

2010-09-01T09:00:00.008-04:00

How remarkable are you?

Many years ago, I had a math professor who would randomly throw in some English lessons during Math class. It had to do with any word that started with "re" like refrigerate, regret and remark. He would ask if you "re" something, what was that something to begin with that needed to be done over? Like regret. How do you gret something in order to regret it?

Take the word remarkable. If you use my professor's logic, in order for something to be remarkable it first needs to be markable, or able to be marked . . . hmmm. Why would you mark something? Because it's special? Because it stands out from other things around it?

That's the very definition of remarkable. Something that worthy of notice or attention.

Is your business worthy of notice or attention? Are you doing something to stand out in your organization? Or are you just another cog in a machine? It may take a while for you to be noticed. But something worthy of being remarkable goes beyond just being noticed. You can run down the street naked and get noticed. That doesn't make it remarkable.

Fireworks aren't remarkable. Fireworks that explode in the shape of the Empire State Building . . . . now that's remarkable!

CIO, CEO, COO or CMO?

2010-08-30T09:00:00.001-04:00

Title. Moniker. Label. Handle. We have them. We use them. We pay big bucks for them.

CIO = Chief Information Officer

CEO = Chief Executive Officer

COO = Chief Operating Officer

What could CMO be? I've written earlier about Disney's version of CMO, their Chief Magic Official. But that's not what I'm talking about.

This is about the job of the CMO, the Chief Me Officer. Do you have an idea? A vision? A passion? A hidden talent? It's about self promotion. It's about getting your message out to the masses. In the early stages of a business or any venture, you have to do the work of HR, Marketing, Finance and be the CEO all at the same time.

One simple place to start is with a business card. The cheapest form of advertising is word of mouth. But a card that gives your contact information is among the least expensive ways to get your name out.

It's up to you. This little bit of self promotion is a good way to remain in the forefront of people's minds. So go ahead, toot your own horn.

After all, if you're not your own Chief "Me" Official, who will be?

The Phrase to Praise

2010-08-27T09:00:00.000-04:00

One of the local radio stations in town uses the saying "The phrase that pays" for an ongoing contest. They call you and ask for the phrase. If you say it back correctly, you win.

After reading a post by Lee Cockerell on "101 Ways to Praise a Child or Anyone Else" this phrase came to mind. Are you praising your team enough? Are you offering praise evenly?

Praise can be a great motivator. But if not applied fairly, it can be a blow to someone's self confidence. As a leader, become the cheerleader for your team.

What's your favorite?

2010-08-25T09:00:00.002-04:00

"I only hope that we don't lose sight of one thing - that it was all started by a mouse." - Walter Elias Disney

A friend posed a question the other day regarding the Walt Disney World Resort. What one WDW ride do you have to go on every trip? I said it was Pirates of the Caribbean (POTC). And there was a story why.

I attended my first Disney Institute course in November 2009. We were in classes all day and had most evenings off to do as we please. One of the evenings I chose to go to the Magic Kingdom. I had been asked by my son to get a picture of one of the Cast Members, Aaron, who works at the Pirates League, a place where kids of all ages can get a pirate makeover. Costume, makeup, pirate name, pirate secrets, you name it, they do it. Aaron made such an impression on my then 9-year-old son that he wanted to pass along a friendly greeting.

I wondered if Aaron would remember us. I am sure he saw hundreds of kids and adults in the 4 months since we were there. I strolled up to the check-in counter this particular night and guess who was standing there? I told Aaron why I was there and he stepped aside so I could take his picture. We shook hands and I headed over to ride POTC.

As I exited the ride, Aaron was waiting for me at the top of the escalator. With him he had a treasure map and some beads. He told me to give them to my son. Now, this may seem like nothing to the casual observer. But to me and my son, it's as if we were given the winning lottery numbers. But because of that seemingly small gift (that map and those beads are probably a dime for two dozen) we are guests for life.

Do your customers remember you? When they are asked about the product or service you offer will they refer to you as their favorite?

I hear a train a comin'

2010-08-15T07:16:00.004-04:00

No, it's not a freight train. I left off part of the word. It should read "I hear some training coming."

Most business recognize the value of training when it comes to new employees. There is a formalized process introducing them to the company, the industry or the culture of the business. Rarely does anyone start a new job and is on the front lines as soon as the ink is dry on the application. It may seem that way because the level of service you receive stinks. Poor service can be attributed to the person having a bad day. But, more likely than not, it's due to a lack of training. And ongoing training at that.

How often do you attend training? Think about your current job. When was the last time you participated in formalized training?

I was part of formalized training/orientation during the first week of my employment.
We have yearly training retreats to cover changes in our industry.
I am at the top of my job and have completed all of the training requirements necessary.
It was yesterday, the last time I worked.

The brownie point/gold star answer should be #4, last time you worked.

How about another definition of training? This goes to show you just how powerful training can be. This training cost an estimated $500 million dollars. Officially, it only lasted for 9 days. But the effects are still being felt today.

In meteorological terms, training refers to repeated areas of rain that move over the same region in a relatively short period of time. From September 15-23, 2009, some parts of metro Atlanta received over 21 inches of rain which resulted in some of the worst flooding in over 500 years. The above map shows you just how much rain fell during this time. If you look closely, there is an area of white that is on the west suburbs of Atlanta, just a few short miles from where we live. While our house and our possessions were not damaged, many were not so fortunate. Parts of our old neighborhood were completely submerged, houses included. 4 of the 5 ways I could use to get home were totally blocked. Roads were under 10 feet of water in some places. One school had water almost to the top of the roof.

You might think you have no responsibility when it comes to training. But it's not just a one-time thing. If you want to grow personally or you want your business to grow, you can't afford to ignore training as an important part of your business plan.

While there are thousands of books, programs, articles and web sites to help you with training, ~~some of~~ the best training on the planet can be found at the Disney Institute. Your training doesn't have to be this formal. Just understand how impactful it can be.

Go back to the beginning - It's never too late to restart

2010-08-14T11:12:00.000-04:00

It's a safe bet to say that most of you reading this blog have played the classic Hasbro board games Monopoly or Sorry!. Both games involve starting over for one reason or another. We even have to reset our computers or other electronic devices once in a while.

Sports teams often have to go back to the basics because something is not working right. A new coach comes in and cleans house, frequently building a new foundation from which he builds his team, his way.

As kids, we learn to sit up, then crawl, and then walk. When learning a new language, we learn the basics first; common words and simple phrases. We don't start with advanced conversations.

So, in many aspects of life, it's a good idea to go back to the beginning and review those principals and practices we learned when we started our current position. It can be our job (for pay) or it can be our job in life (husband, wife, father, mother, child). Life can be running so well that we don't think we need to go back and review the ideals and goals we had in the beginning. We can be cruising along and still get hit by a blind spot. That's why they call them by that name. We don't see them coming. We forget. We lose focus.

What about this guy? He was at the top of his game. He still has the talent to remain at the top. But something has thrown him off. Way off. He was seen working with a trainer recently. Hopefully, this is an attempt to restart, to go over the basics and build from there. Go back to the beginning. It's never too late restart.

Advertising Budget - Zero Dollars

2010-08-08T20:33:00.000-04:00

How much is your advertising budget? Is it calculated as a percent of your sales which would increase or decrease as your sales did likewise? Or is it a fixed amount each year? Or could it be that you don't have a budgeted amount and you just spend freely?

I was driving to a nursing home today where we gather once a month to sing for the residents. We drove by one of my favorite places to eat. In my opinion, they have the best chicken salad sandwich on the planet. Anyway, as we passed by, we both noticed that their sign was looking quite old and in need of a new paint job. Then I thought, I bet they don't spend a dime on advertising. I've been going to this restaurant for over 20 years. I may only go 3 or 4 times a year. But anytime I think of this place, it's usually to tell someone just how truly awesome it is.

It's not much more than any other deli out there. And there are literally thousands of them. They serve lunch. Same location for 20+ years. And sometimes the line stretches out the door.

You don't have enough money in your advertising budget to pay for the kind of reputation they have. What are you doing in your business to build the kind of reputation it takes to reduce your advertising budget to zero?

It's a Business Decision

2010-08-08T06:29:00.001-04:00

When I was at the bank recently making a deposit, I told the teller (she's one of my customers too) that we would no longer be banking with them after 1 more day. This is a bank with which we have done business for the past decade. The very nice teller said, "I understand. It's a business decision." She said this with a smile on her face as she looked me straight in the eyes.

What a great attitude! She didn't take it personally. Even though one of the factors in the decision to move was because of a gap in service, it wasn't something she did that ran us off.

While we gave them advance warning of our departure, most of your customers will not when they decide to leave you. You may never know the reason why. Unless you follow your sales, transaction count, ordering, phone volume, or some other key indicator for your business, how will you know? Would you even consider asking your customer why?

If you have invested in a personal relationship with your customer they will probably go out of their way to do business with you or they may feel compelled to tell you why they have stopped. It's more than conducting a transaction. That's what we have registers or POS systems for. Technology will never be able to replace what we long for, and that's relationship. The face-to-face interaction is so important to the livelihood of most businesses.

So get to know your customer. Know their needs and wants before they do. Otherwise, their decision will be to take their business elsewhere.

How did you become a leader?

2010-08-06T23:12:00.000-04:00

I am part of an online community that completes surveys in exchange for points. I can then use the points for stuff. Stuff like books, MP3 accessories, CDs, jewelry, etc.

A recent survey asked the question, "How did you become a leader?"

I had to think for a moment . . . and then select "N/A" as the answer. I wasn't ready for this survey. I thought I was. I've got a leadership position. I've even attended a professional development course on leadership. My walk isn't always consistent.

A complete stranger called me today to interview me about my experience with the Disney Institute, the professional training arm through which this course was offered. She was not affiliated with DI or with any of the Disney family. I was honored and ~~delighted~~ thrilled to answer her questions. But it also reminded me that there is still work to be done.

If you were posed with the same question, how would you answer it? Unless you are a sculpture or some other piece of art sitting lifeless in a museum, you have a leadership role whether you want it or not. By your actions or words, you are being watched. Someone is choosing to follow your example or they are determined to set a better one.

How did you become a leader?

Greener Pastures - Don't be color blind

2010-07-31T20:03:00.000-04:00

From 1987 - 1997 I had a good job at a local state university. Thanks to a visionary leader/boss I was able to grow personally and professionally as technology progressed during this time. I was able to transform my job and create new positions morphed from the old ones.

But being a public institution, salaries and other expenditures were tied directly to tax revenues. If the college was growing and the economy was strong, funding increased for the system. If not, spending was cut, salaries were scaled back and projects were delayed. Don't get me wrong. I had a good job, good pay, good benefits and worked with some good people. But the opportunity for advancement was limited.

I decided to look elsewhere and after a short search, I found a position that would increase my salary by over 33%! We had just been married for over a year so this seemed like a fantastic opportunity! I interviewed and was offered a position with a fast growing software company all within 48 hours. I gave my current employer the opportunity to match at least part of the offer. They were not able to so I headed for greener pastures.

The new job was located in an area just north of downtown. There was no direct route to get there. It was in a new state-of-the-art facility with special locks, name badges and even its own underground parking garage. Finally, I had arrived. My talents would be exercised at their fullest potential. Two weeks of intense training on their software systems, phone capabilities and general company information and I was ready to go.

Or was I?

The job was a nightmare. Needless to say, I was in way over my head. The pay was absolutely great. That would make up for it, right? WRONG! The stress was overwhelming. I ended up doing poorly, my commute was over an hour each way, and I ended up depressed. Within 5 months of starting a dream job I was out the door with nothing lined up. The future looked pretty grim.

A few months later, a friend hired me as a retail manager. That store eventually went out of business but he lined up a job with another friend before closing the doors. That was almost 10 years ago and I haven't looked back since.

I'm telling you this story because I say it was one of the worst jobs I ever had but it turned out to be on of the best decisions I ever made. It worked out fine for me but for others, they may not be so lucky. My friend and fellow blogger, Jeff Noel, wrote on his blog the other day that "The grass isn't always greener on the other side. The grass is greener where you water and fertilize it." If you are looking for greener pastures, start by looking in your immediate vicinity. You may be surprised at the amount of growth that can happen close by.

And just so you know, that fast growing software company is out of business.

Congratulations on Your New Job!

2010-07-25T23:25:00.000-04:00

I would like to thank you for your years of service. I must inform you that your job is in a state of transformation.

I know this is not the best way to inform you of this. It is much better to do it in person rather than what seems to be an impersonal blog post. But this is a change you may or may not have seen coming.

First off, I wanted to congratulate you on your new job in marketing. I know this probably isn't what you signed up for when you accepted your current position. But, due to many factors beyond your control, you are being reassigned. Why marketing? Don't we already have a team in place that handles all of our marketing? Well, yes and no.

David Packard, co-founder of Hewlett-Packard, had this to say about marketing:

"Marketing is too important to be left to the marketing department."

So, starting today, you are now part of the marketing team. You are the face, the personality, the front man (or woman). You inform, educate and cultivate your customer base. It's not just a simple task of working a register or stocking shelves. When customers think of your operation, they often think of you.

Millions of dollars are spent every day on elaborate advertising in print, television ads and radio spots. Throw the internet into the mix and you have the potential for hundreds of millions of impressions a day for your product or service. But if the "face" your customers see is just like everyone else, then they will treat your product or service just like everything else they see. Soon, they will become blind to what you have to offer until they no longer know you are around.

Good luck in your new job!

Incredibly Different

2010-07-24T21:06:00.000-04:00

A good friend, and the internet's only 5-a-day blogger, just returned from a whirlwind trip to Oregon recently and posted a very short video of his experience from that weekend. And by very short, it's only 38 seconds long.

One of the lines you hear him say to describe his surroundings in the video is that it's " . . . incredibly different from any other place on the planet I've been."

What if we took this line and applied to our business/job/line of work? What can you do to make your situation unique? How can we make our environment incredibly different?

It's a combination of what you have to offer, what you have to say and the setting in which it takes place. Make it different from anything else out there!

WOW Moments

2010-07-23T22:04:00.000-04:00

Have you experienced a WOW moment today?

Disney believes so much in creating magical WOW moments for their guests that they held a competition a couple of years ago to see who would be their Chief Magic Official. Through a long process which included an online application, interviews, video submissions and an on-site competition, they determined who would be responsible for spreading magic and inspiration throughout the theme parks and surrounding communities. Job duties include creating magical dreams for guests from around the world. The ideal candidate must be happy, never grumpy, able to easily befriend dwarves, dogs, monsters and mice. Must have good manners but can pillage and plunder with pirates when necessary. Must have an interest in oversized teacups and flying elephants.

This wasn't something that Disney went into lightly. It was their intent to find the best person possible to, as they put it, "make dreams come true." Disney was already skilled at making "wow" moments for their guests. They wanted to kick it up a notch.

While you may not be in the dream-to-reality business, you can still create those "wow" moments for your customers. How do you do that? It's really simple.

Exceed their expectations.

Most businesses don't. Most businesses are . . . well . . . whelming. Sometimes over, sometimes under.

Create those moments that leave your customers saying "WOW" to their friends, family or colleagues. They will remember you for it and your repeat business will improve.

Thanks for calling

2010-07-18T08:15:00.000-04:00

Okay. So it seems that I'm on this telephone theme lately.

A regular guest came by the other day while I was at another store. We were out of his product. Our employee took down his information and told him we would call when it came in. I was able to find the product he wanted and had it sent to the store.

I gave him a courtesy call to let him know his product was in and that we would put his name on it so he could come by and pick it up whenever it was convenient for him.

Well, he came in less than an hour after the phone call. And bought a second bottle as well. As he turned to leave, he thanked me for the phone call. He said he couldn't remember when a store followed through on calling him back when they were out of a product. He even said the magic words, "You've got a customer for life."

We may not think this is anything special. But to that customer it wasn't just anything. It was everything. We took away any disappointment they may have originally felt and turned it into a very positive experience exceeding their expectations.

What are you going to do today, tomorrow, this week to make your customer know just how special they are?

Using a lifeline

2010-07-13T18:58:00.000-04:00

I was listening to a recent Disney podcast while driving home from work. This one is known for its humor, insight and every now and then, great nuggets of wisdom that can be applied to numerous situations.

One such bit that transpired centered around how Disney appeals to all generations and that part of what they do is to attract new guests. One of the panelists was talking about taking their kids and someone else's kids to Disney. He said, "Every child today is a potential customer tomorrow."

Here's another way to look at it from a business perspective.

Today's phone call is tomorrow's customer.

Can you honestly say you have enough customers? Is your phone your lifeline?

In a follow up to an earlier post on how not to handle a personal phone call while working, this is a great approach to have each time the telephone rings. Whether it is a slow day or the busiest day of the year you should treat each telephone call as a potential sale. You don't know who is going to be on the other end of the phone line. Yes, with Caller ID being so popular you may know who it is. But you might not know what they are asking for.

Do you ignore the phone when you have a customer/guest with you? Maybe it's time you learned how to multitask efficiently. Go ahead and answer the phone. It could be the difference between success and failure.

What one degree can do

2010-07-10T15:51:00.000-04:00

How far do you think one degree can take you? Are you thinking this?

Or maybe something like this?

But here is what I'm talking about. One degree. The difference between having hot water and boiling water. That's the difference between 211 degrees and 212 degrees. With boiling water you get steam. And steam can power a train.

I cannot do this topic justice. Plus I didn't come up with the idea. Go here to watch the video. See what going the extra mile by exceeding the customer's expectations can do.

Because it's what we SHOULD do

2010-07-09T01:17:00.000-04:00

"It's not our fault, but it is our problem."

At the The Disney Institute, this axiom is taught as a foundation for the level of service that they offer to each guest and each Cast Member.

The perfect example came up recently with this statement in mind. A customer came in with a product that is normally non-refundable, without a receipt and pretty much expected a full refund. He didn't make up a wild story about why he had to return the product. He told us he needed the money in order to pay his light bill. Whether that was actually the case or not isn't the point. By company policy, we are under no obligation to refund this purchase. He didn't play by the rules to qualify for a refund.

Can you guess by now that I went ahead and gave him a refund? Yep. I sure did. I had other employees present and I could tell they were watching what I was doing but seemed to be more interested in WHY I did it.

Years ago, I had a job at a state university. Lots of rules, lots of procedures, lots of deadlines. In my non-supervisory role, it was my job to communicate the rules and deadlines to prospective students. Those over me had the authority to grant exceptions to the rules when necessary. And after every deadline, it was necessary. Why? Well it wasn't what we had to do. It became necessary because it was what we SHOULD do. In other words, it was the right thing to do given the individual circumstances.

Policies and procedures are in place in most organizations for a reason. They are there to maintain order and avoid chaos. I read on a friend's blog about an experience he had with his cellular telephone provider. He needed a temporary fix for a problem but they were unwilling to help him. Get it? They were not willing to offer a short term solution. Instead of being innovative and make an attempt to exceed the customer's expectations, they stood behind their policies, beat their chests and said, "We are right! You are wrong and we don't care about you!"

I am not advocating dumping all the rules and let chaos guide our decisions. It's not our fault that you can't pay your light/cell phone/water/grocery/mortgage. But it is our problem and we will do what we can to fix it. Because it's what we should do!

How high is your vision?

2010-07-08T08:27:00.000-04:00

"The only person that can put a limit on yourself is you."
Michael Phelps
14-time Olympic Gold Medalist

When Michael Phelps was 11 years old, he had a vision. His vision, as he recently shared at the 2010 GNC Franchise Convention, was to be an Olympic Gold medalist. It wasn't enough to just be able to compete at the Olympics. It was more detailed than that. It was so specific that Michael wanted to achieve the pinnacle of perfection and reward in his sport. He surrounded himself with excellent coaches, trainers and he had a support system through his family that helped shape and mold his talent into the greatest swimmer of all time.

Do you have a vision? This can be personal or it can be part of your business environment. Either way, what do you see when you look into the future? If you see nothing, then you are well on your way to a life of ease and you should be able to coast all the way in. Do you surround yourselves with a network of success or negativity? Is it intentional? Are you always in a position where you are drug down and bad things happen to you all the time? Or are you in a position where you are lifted up, given the support of your piers, and have Lady Luck visit you so much you are on her speed dial?

Tomorrow, look at everyone around you. If they are negative, why? What benefit are they to you or your organization? If they are positive, are they having enough of an effect on you to keep you motivated and positive on the hard road ahead? Or are they dragging you down and getting in the way of success? I'm not talking about a wholesale reduction of all your friends, family and co-workers. But if you are putting yourself in a position to be around negativity all the time, what does that say about you?

Chances are you have your vision set too low or you don't have one at all. It's not that you lack a certain drive and determination. It's that you have no clue where you're going. You need some kind of map or outline. If you want to climb Mt. Everest, you gotta start walking. And do a lot of it! And take along one of those Sherpas who are skilled in mountain climbing.

Write your vision down. Break it down into manageable, meaningful targets so you can track your progress. Follow up at least on a weekly basis until you see some progress. You will not achieve it overnight. It took Michael Phelps 12 years for his vision to become a reality.

How high is your vision?

How important is that phone call?

2010-07-05T08:49:00.000-04:00

A customer walked in to my store the other day asking what seemed to be pretty basic questions. I really didn't give any consideration to the fact that she was testing me.

After several minutes of questioning, I find out that this customer had just come from another location just a few miles away. While she was at the other store, the store employee took a phone call, a personal phone call. According to the customer, she wasn't asked to wait while she took the call. Whatever the reason, the customer's perception was that the phone call was more important. So she left and came to us.

Had the customer not told me about this incident, I would have never known. But to tell the truth I wouldn't have changed my approach. Knowing how important everyone is that comes through our door we have to balance taking care of the customer in-store and handling the occasional phone call. It's happened to you right? What do you say when the phone rings and you are working with someone already? Do you politely excuse yourself to answer the phone? Could you take down the caller's name and number in order to call them back?

However you handle it, both customers need to know they are extremely valuable and you are willing to help them in an orderly and timely way. The saying, "You don't get a second chance to make a first impression" rings true here.

VIP Treatment

2010-07-04T16:00:00.001-04:00

How regular is your routine? Is it so regular that when you look back, the rut is so deep you are in fear of violating some OSHA code for not supporting the walls around your dig site?

Sure, we have our processes; open store, paperwork, block and face, then wait for the customers/guests to come in. Is your approach to your customers/guests an individual approach or do you tailor your interaction to the person as they come into you operation?

A good friend and mentor writes 5 blogs a day. I've told him that there are days when I feel that he writes his post just for me and not for the thousands of others who stop by and view his blogs each month. To me, he is giving me the individualized, red carpet treatment. He is treating me as a VIP, a Very Individual Person.

Part of the process of creating an individualized experience deals with understanding the types of guest that come into our stores. I have identified 4 main categories that most of our customers fall into.

1. Commando - They have their routine. They have a laser-like focus. They walk determined and are ready to get in, get out, and get on their way.

2. Information Seekers - These customers/guests come in and usually head straight for you. They may have heard of a product but have no intention of buying from you. They may just be using you for your expertise but spending their dollars elsewhere.

3. Gliders - These customers/guests wander in at a leisurely pace. They generally stop one or two steps inside the store. They may be looking around just letting the signage, colors and layout sink in. They seem to float through the store as if they were driven by prevailing winds.

4. Deny-ers - These people may have to turn sideways when coming into your operation. Why? The chip on their shoulder is so big or their ego is so huge we need to consider doubling the entry way so they can fit into your shop. They already have all the answers and they want to share their (mis) information with anyone who will listen. Nothing works because they have tried everything.

Do these types sound familiar? How can you be prepared for each of these guests? Your body language, tone of voice, the speed and volume of your words should mimic that of your guests.

Where this won't work is with negative emotions. If your guest comes in angry, you remain calm. If your guest is frustrated, you remain reassuring. If your guest comes in doubtful, you remain confident. Adapt your style and your approach to that of the individual.

Create and individualized approach to make your guests feel like they are walking the red carpet!

Ya' gotta have H.E.A.R.T. - Handling Customer/Guest Problems

2010-05-16T22:20:00.000-04:00

It's a pretty safe bet to say that most of us have a heart. Well, at least we have a heartbeat.

Recently, as part of my Disney Institute course, we were asked to have heart. This came from a guest speaker, Matthew, who works with Disney reservations. If you have ever booked a room, a dinner or park tickets, you were probably handled by one of the teams under Matthew's care.

There are some out there in the service industry who may be breathing but I question whether or not they have a heart. What am I talking about? Here are a few simple steps we all can use when we are handling a complaint from one of our customers/guests or when handling returns. This is not something new. These principles are used in businesses around the world. Some may change the language but the principles remain the same.

H.E.A.R.T.

1. Hear - Are you listening to what your customer/guest is saying? Sometimes, when a difficult situation arises, they just need to vent. A lot of times it is something out of your control. Maybe they are the ones at fault. It doesn't matter. Simply listening to what they have to say may reveal the truth about some other underlying problem. Generally, there isn't a problem with the product. It's a problem with the expectations.

2. Empathize - Do you know the difference between empathize and sympathize? I admit I had to look it up in order to be able to make this point. Empathy is the ability to "put oneself into another's shoes" if only for a brief moment. You've been disappointed before and for whatever reason, you've "been there, done that" . . . let your customer/guest feel that too.

3. Apologize - How many times have you heard or read about a situation where the person said, "All I wanted was an apology from _____" and it would have made everything okay? It doesn't matter if you are the one to blame. A sincere apology can quickly resolve an unfortunate situation. "I'm sorry that (xyz product) did not meet your expectations. Let's see if we can find something that better suits your needs." That's just one example of a sincere apology but does not place the blame or fault on anyone. But this is a great lead in to . . .

4. Resolve the situation - If it all possible, a resolution should happen on the spot. We should have done everything up front to prevent a problem from occurring. Hopefully you have the authority and duty to handle almost any situation that comes through your door. If not, then you were not properly prepared (fault of management). Are you thinking it's not practical to be prepared for every situation? I say it is. If you are properly trained in every aspect of customer service, there should be no reason why every problem should end with a successful resolution. I would bet that most companies do not properly train their employees before turning thm loose.

Either way use all the tools available to resove the issue with your customer/guest as quickly as possible.

5. Thank your customer/guest - Are you thankful that they had a problem? Are ou thankful your customer may have strange taste buds? No. What you are doing is thank them for bringing these issues to your attention. You are thanking them for the opportunity to solve the situaion.

A genuine thank you can mean all the difference in the world.

There are more things you can do and you can read about it here. My thanks to Jeff Kober, writing on Mouseplanet.com. One of Disney's favorite taglines is this: "It's not our fault, but it is our problem."

Are you ready to assume responsibility for resolving the problem?

Hope so. Come on . . . have a heart!

David

Who did you meet today?

2010-04-30T22:31:00.001-04:00

Who did you meet today? I met a guy picking up trash.

I recently attended some training with the Disney Institute. I was part of their Quality Service program at the Walt Disney World Resort. One of our field experiences included a trip to Disney's Hollywood Studios.

After completing our assignment, (yes it wasn't all fun and rides) we were making our way back to our rendezvous point when we observed a few in our group along with one of our facilitators talking with a cast member. I recognized him as a cast member because he had one of those trash grabbers in his hand and he was dressed business casual. When we got to the group I overheard this cast member talking and I recognized his voice. Tom, our facilitator, introduced us. As it turns out, he was from a small town in west Alabama. When I mentioned I was from Alabama he gave me a big "Roll Tide" and a huge smile while shaking my hand. Immediate connection. . .

Then it hit me! HARD! This guy who was working trash detail was none other than Rilous Carter. Who is Rilous Carter? Well, for those that don't know him, I have put in his picture below.

Nice picture, huh? He's a cool guy. And to save you the time of looking him up on Google or Wikipedia, I'll clue you in on who he is.

Rilous Carter is the Vice President of Disney's Hollywood Studios. He's pretty much the head cheese, second in line only to the boss, Mickey Mouse.

So, pretty neat that the head of the park was on trash duty that morning. But, did you know that everyone is on trash duty? As part of our training on Quality Service, we were asked how many employees there were in Disney's central Florida operation. Between seasonal, part-time and full-time cast members, there are over 60,000 cast members. Of that number we were then asked how many we thought were janitors in charge of picking up trash around the hotels, restaurants and theme parks. The answer is equal to the number of cast members - over 60,000. Every single cast member is responsible for picking up trash. It's in every job description.

In your job, is there anything beneath you? When your customers leave, are they going to share the same kind of story? Give them such an experience so when they leave, they want to tell everyone, "Guess who I met today?"

The Three R's of Success - Referrals

2010-04-25T21:38:00.000-04:00

This is the second in a series on the three R's of success. If you missed the first entry on Relationships click here for the article.

How many times have you shared a story about an experience you had at a shop, restaurant or attraction? This could be a good story about a positive experience or it could be bad, something that prevents you from ever going back. Chances are you have and you might not even know you did it.

Did you know there is a marketing strategy that is built solely on referrals? What would you do differently if you knew your income depended entirely on referral business? If your business model did not rely on repeat business but on referral business, it would be fair to say you would approach most customers and most transactions in a totally different way than you currently are.

There are multiple times during customer interaction where asking for a referral is timely and acceptable. You could ask for a referral after the sale, after exceeding the customer's expectations, or any time during your interaction. The key to successful referral marketing isn't necessarily when you ask, but that you ask proactively in the first place. We are not accustomed to asking for referrals. But, if you know you just hit a home run with your level of service ask your customer to tell others. It could be a family member, a neighbor or someone in their circle of friends that shares their same issue.

Whatever the reason, just ask. That referral might be THE customer that makes your day, your week or your year. And all you had to do was ask. Do you know how much that costs? Just a few words and a few seconds of your time. Isn't it worth the investment?

Do what it takes

2010-03-26T19:50:00.006-04:00

Are you doing what it takes to earn more business? I had two separate interactions today that really blew me away.

First, I had inventory early this morning at a store west of town. Finished that, had lunch and worked at another store until mid-afternoon. On the way home, I got off the freeway and stopped for some bottled water. The attendant behind the counter asked if I was from the area or just passing through. I told him what I had done today and I was just passing through although I used to be a regular customer of that convenience store about 12 years ago. He thanked me for coming back and asked me to make that store "my convenience store" whenever I am in the area.

It took me a second to figure out what he meant by that statement. When I realized what he meant I was floored!! I have NEVER had an attendant at a convenience store ask for my business in such a way. I tell you . . . . whenever I am in this area again I will stop and buy something!

The second occurrence happened at tonight at Target. I received a gift card for Christmas and I still had a balance on it but didn't know the amount. I stopped at the electronics counter where a sales associate was assisting a customer trying to purchase a video game. The customer had some type of unique-ity (rather than a disability) and couldn't understand that he was about $17 short. Are you ready for this? The Target sales associate took out his wallet, pulled out his debit card and made up the difference.

This customer may never comprehend what this associate did. Not to overuse a phrase but this blew me away! I told the associate (Zack) that what he did was beyond what was called for. He said he saw a need and just did what he thought would be the right thing to do.

These guys were doing what it took to make an impression and possibly earn customers for life. I'm not suggesting that you open your wallet and buy your guests' purchases. But . . .

Are you willing to do what it takes?

Do more with less . . . Why and How?

2010-03-23T19:41:00.000-04:00

Do a Google search on the above title and you'll get thousands of pages, articles and images about doing more with less. Frankly, I believe it is an overused phrase and most people do not understand what is implied by this statement.

However, during the past 18 months, many people across the globe have experienced some kind of economic downturn anywhere from mild to catastrophic. And we are reminded every day in store that many around us are still experiencing tough economic times. It does not matter if the turbulent times were caused by political forces or cyclical economic trends. They are real and the consequences run deep.

So we are often asked to "do more with less." How does this statement affect us? It may mean fewer hours for some employees. It may mean longer hours for others. It means we have to maximize every dollar that comes through our registers. It means cutting expenses. It means taking advantage of buying discounts from our partners. It means paying attention to product trends and customer trends. It means taking time to educate yourself and your customers on new product innovations, new delivery methods and new research.

One term that comes up repeatedly when you search on "do more with less" is organization. Some of you reading this may be thinking, "David, you're not the most organized person in the world. How can you be telling us about organization?" Let's call it a personal work in progress and it is something we can help each other accomplish. For some good tips on organization read this article.

Use this post to be ready when the inevitable statement "Do More With Less" comes your way. If it hasn't hit you yet, be ready for it when it does!

Three R's of Success - Relationships

2010-03-21T09:40:00.001-04:00

Relationships, Referrals and Reputation.

How are you doing in each of these areas? What's that you say? You don't have any responsibility in these areas? Wrong Kemosabe! As agents of the companies we all represent, everyone is obligated to be an ambassador of their organization.

This is the first part of a three-part series. Let's take a look at our relationships.

Relationships can be with your customers, neighbors, suppliers, fellow employees or management. Did I forget anybody? In our business (retail) our relationship with our customers is at the forefront of our operations every day. Recently, my best customer came into the store. And by best, I'm referring to the customer that spent the most money in my store over the last year. She was shocked to hear that she was our number. I believe she was only thinking about the money she has spent in a year's time to qualify for this distinction.

Where would we be if we had another customer that spent as much as she has? How about 5 more? or 10 more? Why not treat every customer as if they were your best?

Some tips on how to do that:

1. Don't call them customers. I know I have used the word six times prior to this sentence. Instead, call them guests. A guest usually holds a place of honor. A customer is most often symbolized as a dollar sign.

2. Call your guests by name. We now have technology that makes it easier to do this. It may take time but if you welcome your guests at the door with a personal greeting (i.e. their name) your relationship has just been reinforced!

3. Take a personal interest in your guest. Learn about their family, their job or their hobbies. Keep a diary if you must. Some people can keep all that info in their head. Others need to write it down.

If you have ever shopped at Nordstrom or know anyone that has worked there, you might be familiar with the relationship that Nordstrom employees establish with their guests. If you are not, you are missing out on a gem in the retail world. A wonderful book I highly recommend is The Nordstrom Way. It is worth every penny.

Why are we afraid of NO?

2010-03-13T00:17:00.000-05:00

Why are we so afraid of the word NO? It doesn't cause physical harm, it's not painful nor does it cost us any money. Or does it? Yes, it does.

We can't elevate the customer's NO response to something personal. They aren't always saying NO to us. They are saying NO to the product or the price of the product for reasons that have nothing to do with the salesperson.

In our lives as human beings it is inevitable that we will hear the word NO at least once. In reality, we will probably hear it many times a day. Instead of withdrawing in defeat, we have to learn how to handle the NO's that come along.

How can you do that? Some of the top salespeople in the world handle the objections in their sales pitch. If there are some common objections you know from previous experiences, you can weave them into the conversation. For example, if you know a product has a downside (large pills, funny taste, large quantity of pills, high price, etc.) go ahead and address the issue.

Agree with your customer. If they bring up an objection, you can use a technique that renowned motivational speaker Zig Ziegler uses. Use the words feel, felt or found. "I understand how you feel, our other customers felt that way too until they tried it."

Practice handling objections with other employees or ask your manager for help. Chances are they're not going to say no. :)

KEEP OUT!

2010-02-22T22:20:00.000-05:00

Hopefully, we would never put a sign up in our stores barring anyone from entering. but because of the level of service, or lack thereof, a lot of establishments do just that. They are saying "Keep Out" or "you're not appreciated here" or "I have a list of things to do a mile long so don't bother me with useless questions today."

It's sad to say that those people just don't get it. And probably never will. But due to their inability to keep a well maintained store they are silently delivering a message of Keep Out!

Today I had a lot on my list of things to do. It was payroll Monday. Got that done first thing this morning. Then I have paperwork to complete totalling last week's sales. There's still some shipment to get put out. There were plan-o-gram revisions that needed to be done. There are sections that have to be moved which involved about moving three other sections before I could get to the main one. Then there are the customers that come in and interrupt the flow by asking so many questions. Plus, I was training someone on the new register system we have. The landscaping company for the shopping center was doing some maintenance in the common areas of the parking lot. This was stirring up a lot of dead grass and leaves which the customers kept tracking into the store. This meant they were getting the rugs and the floor dirty (after I had swept twice this morning). Then the phone calls started. Customers, other stores, vendors, telemarketers . . . . it went on like this all day today. I should have just put the KEEP OUT sign on the door and left for the day.

But I didn't. I answered questions while training. I sincerely thanked my customers for their loyalty. I swept the rugs multiple times today (and should have once more at closing). I answered each phone call. I got most of the sections moved. I took out trash. I served the customers. In all of this, I had the "Welcome" mat out instead of the "KEEP OUT" sign posted.

As busy as you may get with all of the activities of the day, do you still have your welcome mat out?

The Usual?

2010-02-19T22:16:00.000-05:00

I went to one of my favorite lunch spots recently. This place has the best chicken salad sandwich on the planet as far as I'm concerned. I have been going there off and on for the last 22+ years. . . almost half my life (so far!).

While I was eating, several regulars came in. How did I know they were regulars? The lady behind the counter taking orders immediately called them by name. I have no idea if that was because they were neighbors or because they also frequented this restaurant regularly. Either way, she asked them if they wanted their usual. Everyone of them said yes. She proceeded to write down their orders on a pad and repeated it back to them for accuracy. She got them all correct. Bonus for her!

After observing this, I immediately thought of the tv show "Cheers" and whenever Norm walked in, everyone shouted his name and his beer was waiting for him at his usual seat.

Most of us can see the good in this. Right? What I observed was great customer service. How many of us can call our customers by name and have their products waiting for them at the counter? Sure we have a few who get their usual products and are easy to remember because they get the same product(s) every time they come in.

What I didn't observe was any type of cross selling or up selling. This is a little mom-and-pop type of sandwich shop. Quick service sandwiches and not much else. But they do have a selection of fresh fruit, desserts, chips and a few other side items. To some of these customers, they were only being offered a small portion. It's like going to a buffet and only getting the roast beef at the carving station. You're missing out on the vegetables, desserts, other meats, etc.

If we are not offering everything at our buffet (our stores) then our customers may only believe they have a limited menu from which to choose. Cross-selling, suggested selling, sampling, . . . . these are just a few tools we can use to get people away from "the usual."

Guest Experience vs. Customer Service

2010-02-09T20:59:00.004-05:00

Guest Experience vs. Customer Service. How do you make your "customers" feel like invited guests?

I can't do this justice. Read this blog to see what he has to say about it. He's a better writer than I am anyway.

Click here to read his post.

Hopefully it will get you thinking about creating an experience for your guests!

Knowing when to stop talking

2010-02-07T16:05:00.001-05:00

Albert Einstein (1879-1955) was well known in the science world for his work in physics, specifically in the work of relativity. He received the 1921 Nobel Prize in Physics.

So, I am sure most of you are asking why I would be writing a blog about Albert Einstein. He has been given credit for the following quote:

“If A equals success, then the formula is: A=X+Y+Z. X is work. Y is play. Z is keep your mouth shut.”

Most of us have a problem with Z. The pattern is to open our mouth and speak. We have it in the wrong order and we're usually missing a step.

1) Think first - A business executive was visiting Memphis giving a presentation to FedEx employees. He sent out a "Tweet" lamenting about the conditions of the part of the city around the Memphis airport. "True confession: but I'm in one of those towns where I scratch my head and say "I would die if I had to live here!" I am sure he had no intention of that word getting out so quickly and eventually making it back to FedEx management. Well, you guessed it, it did. And it ruffled the feathers of most of the folks attending his presentation. Needless to say, it didn't go over well.

2) Open your mouth - Speak clearly. Slang words, rushed communication or certain catch phrases/cliches don't always come across the same to every listener. It's probably a great idea to be educated about your product or service before you offer any opinion or information. We're not in control of how someone else interprets our words.

3) Speak last - Often we need to use our ears when we speak. If we engage our ears more to listen to what has already been said and what needs to be said, we might say the right thing more often than not. How many times have we said the first thing that comes to mind when presented with a situation that requires a response? Too many. Instead, when asked a question, ask yourself another question. Do I have all the information I need to answer this question?

In the social media world (Twitter, Facebook, Myspace, blogging, email, etc.) our words are exposed to potentially millions of viewers. Whether in these forums or on-on-one communication we should watch our worlds carefully.

Learn when to stop talking.

How much time do you have?

2010-02-04T22:05:00.000-05:00

"Time is all you have. And you may find one day that you have less than you think." The Last Lecture by Dr. Randy Pausch

I finished reading "The Last Lecture" recently. It is a wonderful book about achieving childhood dreams, being in zero gravity and finding out hidden truths about everyday heroes.

Dr. Pausch plays down the fact that this lecture was something spectacular. He even admitted that if he hadn't been dying of (pancreatic) cancer, his lecture or the ensuing book might not have had such broad exposure. But three points he made in this "lecture" to his children really stood out -- show gratitude, tell the truth, no job is beneath you.

1) Show Gratitude - Look your customer in the eye and say thank you! No matter the setting, a well-timed, sincere thank you can turn someones ordinary day into extraordinary. When someone renews their membership, tell them you appreciate their dedication and loyalty.

2) Tell the truth - Why is this one so hard to do? Even if it means you look bad in the situation, think how much worse it will be if you lie and the truth eventually comes out? Many years ago a friend of mine (former friend that is) made up this elaborate story about how she had just moved to town and was trying to rent an apartment. All she had was the check her grandparents gave her and no bank would cash it since she didn't have an account. I co-signed the check for her and was soon out the $500 for the check. She had stolen it and had skipped town once she got the cash in her hands. Lesson learned by me.

Think of how we treat customers when we are out of a product. If we told the truth instead of creating some elaborate story we could gain the trust and confidence of that customer. It takes less money to keep our customers than it does to attract new ones. Honesty, integrity, truth, quality . . . these are all words for which everyone and every business wants to be recognized.

3) No job is beneath you - I had an employee once who would NOT clean the bathroom even though they were contributing to the problem. I never understood that one. I asked if they cleaned their own bathroom at home and they said "Yes!" This was part of the big picture. If I were to have a list of all the jobs that needed to be done in a store it would appear intimidating to some. Taking out the trash is an integral part. Trash collecting and dumping is not the cleanest or sweetest smelling job around. At one of my stores, it involves a trip to the dumpster which is shared by a Chinese restaurant. Frequently, they miss. Some things don't always make in the bucket. Are you so proud that you believe there is a job you just can't do?

Early on, Walt Disney realized that trash cans should be placed no further than 25 feet apart. Any further and the guest might leave their trash on the table, sidewalk or drop it on the ground without giving it a second thought. Every cast member is responsible for the cleanliness of all areas. You will even see management, supervisors, and other workers picking up trash who have other job descriptions. There is no job beneath any employee and it shows.

So, are you making good use of your time? Are you grateful? Do you have integrity? Is there any job beneath you?

What will they think of next?

2010-02-03T17:30:00.000-05:00

What will they think of next?

It was time for a haircut. I usually go to the same person at the same place and get the same haircut. I was at a different store recently and didn't have the number to see if my favorite hairdresser was available. One of my sales associates suggested I Google it. I told him I had already shut my computer down. He said I should send them a text message. I tried it and I got the number I needed in a text message back.

Who thought of this? How cool is this?

New paradigms are being developed every day.

With the advent of e-readers like Amazon's Kindle, are we seeing the end of libraries?

When was the last time you looked up a number in a phone book?

What will they think of next?

Pay Attention

2010-02-03T08:35:00.002-05:00

Details, shmetails. Nitpicking. Demanding. Overcritical. Hypercritical. Choose whatever word you want to describe it. Paying attention to even the smallest detail can result in huge rewards. You don't do the details to showcase them in the end. The details, nitpicking and criticism early on in a process usually produce the final product that is worthy of the effort.

Where does the term nitpicking come from? Nitpicking is the process of removing the eggs of head lice (nits) from individual hairs. Years ago, the only options to remove lice were either to shave the hair totally off or to pick them off one by one, examining each individual hair. This is a painstaking, laborious process. But before modern chemicals were found to treat lice, most people only had these choices.

Out of this practice came the term nitpicking which has a negative connotation. The practice is described as meticulous, fastidious, and painstaking. Some people see it as a pastime that only looks for mistakes and inconsistencies. Well, DUH?!?! If we are not paying attention to the details in the work we do (i.e. nitpicking), we are putting out an inferior product or service. Unless you shop at a second-hand store or a scratch and dent outlet, don't you expect a certain level of quality in the goods and services you receive?

If you've never wondered "Where's Waldo?" you can click on the picture above. A new window should appear so you can search the details of the picture to find Waldo. It's a tedious process!

Walt Disney was the master in paying attention to the details. In the Magic Kingdom alone there are seven themed lands; Main Street, U.S.A., Adventureland, Frontierland, Liberty Square, Fantasyland, Mickey's Toontown Fair and Tomorrowland. As you move from one land to another, everything transforms to fit the "land" around you. Music playing in the background, they type of pavement under your feet, the costumes of the cast members, the signage, the color of the lighting and the food that is offered are just a few areas where every detail has been addressed.

Pay attention to the details of your job. Let your manager know if you are not able to focus on the details because something is in the way. Do you need to pay more attention to the details? Is there an area at which you excel? Is there an area you are passionate about? Giving the proper focus, time and dedication to the details will bring big rewards!