Can Hello Stimuate Your Economy?

Last December a post in this blog recognized a jewelry store clerk (Janet) for superior customer service. (See below)
This past Saturday, Janet informed me that the company recently promoted her to Store Manager. We joked about how this blogpost (which was recognized by the companies HQ) probably got her visibility at the corporate headquarters. In reality, it’s Janet’s performance and focus on Customer Service that makes her so effective.

Isn’t it refreshing to see a company reward good performance?
Congratulations, Janet, for a job well done. Keep smiling and greeting your customers…it can stimulate your personal economy.

Here in the wintry white (and very cold) north, walking in the mall is what we do at this time of the year.
As a sales and customer service geek, I’m always in observation mode to recognize outstanding customer service behaviors. This morning however, I was reminded of how important an simple smile and hello is to  providing good customer service.
At about the three mile mark, Janet, the sales person in the Flint, MI.  Kay Jewelers, was the first associate to smile and say hello to me. Now keep in mind, I walk around with a smile on my face and a pleasant greeting to all that make eye contact with me. After I passed the store I realized my early morning trail had taken me past well over a hundred sales associates, store managers and owners, and Janet was the first to say hello and offer a smile.
I turned around, entered Janet’s store and complimented and congratulated her for being the first to give me any indication that she was there to offer great customer service. Janet, thanks for reminding me how important a simple hello and a smile are to providing great customer service.

Remember, great customer service and living life are very important, so “Don’t Just Do It!” 

Coffee Grounds and Door Knobs

Customer service from two perspectives:

“Needing” to replace the door knobs and deadbolts (and I use the word need VERY loosely) we went to our local “big-box” supply store and purchased the sets we selected. Upon returning home, we scheduled an appointment to have them installed the following weekend. Coincidentally, we decided to try a new brand of coffee. Like most people and businesses, we need to review our spending habits and spending that kind of money on a nationally branded “small-box” coffee seemed questionable. After percolating through the Internet, we decided on Joe’s Coffee House and ordered one pound each of three different flavored beans.

When the installer began his task, upon opening the first hermetically sealed package he found the door knob had been dented and suggested an exchange be made. Off I ran to the “Big-box” store for the knob swap. The clerk looked at the damaged knob and asked what happened. After showing her the intact packaging and my theory that the knob had likely been damaged in the production stage, she reluctantly instructed me to “go ahead and get another one.” When I returned with a new package, another employee was looking at the knob and wanted to hear my story again…NOT HAPPY!
They said: “Your all set!” and literally turned away…I left.
Knobs and dead bolts installed. A mistake had been made and they made it right, but not at all happy with customer service.

The delivery driver rang the doorbell, oh boy! What new thing(s) are arriving from our friendly band of Ethernet merchants? Our coffee already? Sweet! However, upon opening the package, we discovered they had sent us ground coffee instead of the beans we had ordered. We NEVER buy ground coffee beans! We called Joe’s, told them what happened. They expressed how sorry they were for the error, without placing blame, then promptly sent us three packages of coffee beans. Furthermore, do to the inconvenience and cost to return, they instructed us to keep the ground beans as well.
HAPPY! Noel made us feel like valued customers and accepted the “blame” without making any excuses. A mistake was made and they made it right. Not only are we happy with the customer service, we love the coffee and will continue to drink their coffee from now on.

In customer service, mistakes happen. Accept responsibility, make it right, and make sure you have done enough to satisfy the customer. It will go a long way in making loyal, enthusiastic customers who not only use your products or services, but tell others to use them as well.

Want some great coffee, Rum Cake, or other goodies? Check out Joe’s Coffee House or call them a 1-866-853-1200 Tell them TJ sent you. Thanks Joe’s!

Leaders-Is Your Lift Greater than Your Drag?

Two friends of mine were recently featured in a short video about Leadership. Waldo Waldman, fellow NSA member and professional speaker, shared his comparison of leadership to flying an F-16 Fighter jet. Waldo was interviewed by another friend of mine, Gerhard Gschwandtner, Publisher of Selling Power magazine. (Note: If you’re in Sales and you don’t read Selling Power…you’re not as good as you could be.)
I agree with everything Waldo says, but I think there is much more to leadership. What do you think? In your opinion what are other key roles or attributes great leaders exhibit?

See this short video here at Selling Power.com. There are three videos, so be sure to click on “What Makes a Great Leader?”

Don’t forget to follow me on Twitter.

Generate Change with Workplace Civility

As shoppers in the high-end department store strolled by, it was evident the “manager” was giving the sales clerk, direct (and somewhat hostel) feedback. The young lady was left in tears. It looked like a scene from a Career Builder commercial.
Do you think this young lady enjoys coming to work? Is she fully engaged? Will she look for opportunities to excel? Is she proud to work for this company? Would she consider her workplace to be civil? Probably not!
Daily most of us experience what I refer to as a lack of “workplace civility.” We either observe it externally or live in it internally.

In my Leadership-Don’t Just Do It! program, one segment deals with fostering Workplace Civility. A recent global study was performed by Towers Perrin, a global workforce study organization. It revealed that less than 21% of workers worldwide were engaged in their work. Twenty-One Percent!
The following is a quick review of the five keys to creating a civil, engaged workplace:

 

Foundational Trust

The organization must have a high level of trust. Employees must trust the leadership and customers/ clients must trust the employees. Employees must truly be valued by the organization. By the way, trust doesn’t result by simply being mentioned in the mission or value statement on the company’s home page.

Clear Expectations

One consistent element in high performing organizations is a thorough uderstanding of what is expected of every employee. Having worked with many companies, large and small, I have observed that this element is a key factor in the overall success of the organization. It’s not enough for employees to know what’s expected of them, but also what they can expect from their leaders and co-workers.

Applicable Skills

Everyone in the organization must have the skills and abilities to accomplish the tasks they are being asked to perform. If an employee is a leader, they require training in leadership skills. If they are a sales professional, then they need training in selling skills. Highly effective organizations truly embrace continued, life-long learning that leads to continuous performance improvement. According to CLO Magazine, economic powerhouse GE spends over $1 billion on training their employees. In today’s difficult economic environment, companies cannot allow their employees performance to erode. Workforce performance improvement is more important now than ever before.

Developmental Feedback

Unlike the earlier story, feedback, more importantly, what I refer to as developmental feedback, is critical to employee engagement. People need to know how they are contributing and how they can go about improving their performance. Companies should measure the right things and recognize the right behaviors.

 

Attitude of Gratitude

The most civil workplaces are those that have a culture wherein everyone helps one another, including their customers or clients. They are thankful for the organization, for their fellow workers and most importantly, their customers.

Workplace Civility is not something an organization does. It can’t be accomplished. It is a way of thinking and acting that encourages high levels of employee engagement and overall performance. Get a re-printable version of this article at the following link.

 

http://www.byocpo.com/pdf/articles/Workplace%20Civility.pdf

Selling at the Superbowl

Let’s face it many of us enjoy the Superbowl ads as much or more than the game itself. This probably doesn’t hold true this year…that was a pretty good game! But let’s get back to the ads.
In sales, a major focus is on what causes your client’s pain or pleasure and how can you relieve their pain or increase their pleasure. One purpose of advertising is to exhibit how a company’s products or services can help satisfy the pain/ pleasure urge.

QUESTION????

Which Superbowl ad sticks in your mind as the best for establishing or recognizing your need and then providing a solution to satisfy those needs? Was it the Crystal Ball and Doritos? Did the Romantic Horses make you want another Bud? Or was it the Babies talking about whatever babies talk about? If you want some help…check out Hulu.com and view them again.

Tell us which was your favorite and why? Thanks!

See the comments for my top “influencer”!

Viral Advertising is GREAT!

Many of my clients have made their marketing efforts a very high priority in an effort to generate greater sales revenue. But, at the same time, they are spending less.
Viral ads can be a very effective and inexpensive marketing tool. Here is one of the best viral ads I have ever seen. If this doesn’t make you laugh…I’m truly sorry for you. Trust me, you will laugh so hard you’ll cry. The E-Trade “Baby Outtakes”  has hit a home run with this. Enjoy!

Viral advertising is great, but like everything else in life, you “Don’t Just Do It!”

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You be the Judge!

Are you tiring of the business news these days; layoffs, closings, mismanagement, bailouts and ludicrous executive bonuses? Me too! No matter where you look, television, newspapers, magazines, the internet, even my new technological tool-Twitter, people are talking about negative stuff.

****NEWS FLASH****

There are good things happening! Want to know how to hear about them? Be a Judge!

Over the past few months, I have served as a distinguished judge for the 3^rd Annual Stevie Award for Sales and Customer Service. “Stevie” is short for Stephen, which is Greek for “Crowned.” This is an international competition which recognizes excellence in disciplines that are crucial to business success. While not every nominee is outstanding, they are all very good at what they do. As I reviewed nominations, it was difficult to assign ratings because they were all so positive and productive. The winners of this award will be announced at a gala event at Caesars Palace in Las Vegas on February 9^th. Unfortunately, I cannot be there.

Here is the deal! Volunteer to be a judge for anything. Look around for opportunities to serve, call your local Chamber or other civic groups. In these contests, only the best should get to the judging round (except on American Idol) and it is refreshing to see all the good, positive things people do. As a judge for the Stevies, it was inspiring to read the profiles of highly effective and productive sales teams and leaders and their strategies to deliver outstanding Customer Service.

If you want to see good, positive things…be a judge!

Priority Cruise

Running into old friends and associates is always so much fun. It gives us a chance to reflect on where we have been, where we are and where we plan to go. Just yesterday, I saw a retired executive I coached and consulted for a few years back. He sure looks healthy and happy and wise.
After a few minutes of reminiscing, he asked how business was and if I still helped people focus on personal and professional priorities.

Of course the answer was yes.
He told me how he still recalls our conversations about setting priorities and creating a plan to accomplish them. In fact, he went on to tell me how this years BIG priority was for he and his wife to take their children and grandchildren on a Royal Caribbean cruise. Imagine if you will, all thirteen of them on a Bermuda cruise. Vince went on to tell me about all the research and planning that has gone into this undertaking.
He is certain this will be a “trip of a lifetime” but he was quick to point out that if anyone wants to do a trip like this…you “Don’t Just Do It!”

History, Obama and Food in DC

When asked what were her reasons to travel to Washington DC for the big inauguration, the young lady said she wanted to experience a historical moment, see President Obama and eat some good food. I worked with a client in West Virginia and generally flew into Reagan National Airport for a few years. It was great to visit DC and try many restaurants. One of my favorites happens to be a chain of seafood houses, Phillips. Rarely will you see me referring people to a chain, but I have personally eaten in six of the Phillips locations and all have been very good. My first experience with Phillips Flagship Restaurant in Washington DC. It overlooks the Washington Channel and offers a seafood buffet (right, I normally don’t eat buffets) that is to die for. My recommendation to this young lady, her friends and family is to check-out Phillips and enjoy the view.
Getting to experience a day that will live forever in the history of America and maybe, just maybe, see our 44th President, then eat at Phillips. She will never forget that day!
But I did suggest she make reservations, map out her strategy and to agree on meeting locations if her and her family get separated. Doing everything she wants to do will take careful planning…you “Don’t Just Do It!”

Dealing with a Multigenerational Workplace

After my early morning workout, I joined a friend for breakfast. It was supposed to be a quickie then off to other errands. However, when he asked what I thought about the plight of today’s leaders when facing the challenge of managing a multigenerational workforce…well let’s just say the conversation required a healthy tip for our server.
If you want to read an article, in which yours truly is quoted, check out this article entitled Coming of Age in Corporate America. This article is very interesting and views the problem from many different perspectives. Whether generational collaboration is a priority for you or not, it is something for all of us to think about…millennials and boomers. Check it out and let me know what you think!
Great poached eggs and conversation!

Whatever you think, it is abundantly clear, that in Leadership, you “Don’t Just Do It!”