100th Post

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

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 . . .

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?

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

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?

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 . . . .

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.