Customer Service Starts with Hello!

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!” 

On Being Thankful

Tomorrow is Thanksgiving Day here in America and to all of my readers, clients, friends and family I wish a most thankful day. In these times of financial uncertainty, I am reminded of one of my favorite quotations from Ralph Waldo Emerson: “I am thankful for small mercies. I compared notes with one of my friends who expects everything of the universe, and is disappointed when anything is less than the best, and I found that I begin at the other extreme, expecting nothing, and am always full of thanks for moderate goods.”

I’m not saying I totally agree with Emerson, because I always expect the best, but am thankful for moderate goods.

Be thankful, enjoy, share and love!

Post-Transitional Modification

Right-sizing, down-sizing, whatever it’s called, many “Boomers” are transitioning from their lifelong careers into retirement or worse yet, unemployment. Now they face what I call, Post-Transitional Modification.

Here is the typical scenario through the years 1955-1970: Graduate from high school, go to college if parents did, get a job after either one or the other, work for thirty to forty years, retire and play golf until you turn 72.5, then die.

Unfortunately, the oil embargo of the 70’s changed everything and now the banking (and oil) fiasco is finishing off the dream.

So here is what we must do: Modify our life styles, dreams and expectations. Now that’s not to say we give up and stop dreaming. On the contrary! Today, more than ever, people need to take responsibility for the personal and professional performance in their lives.

When making the great Post-Transitional Modification, remember: “Don’t Just Do It!”

Be Your Own Chief Performance Officer and apply the BYOCPO Process to achieve your “modified” dreams and aspirations.

Leadership Priorities

Last week I was invited to the National Speakers Association’s Leadership conference. What a great time! Not only were the other participants outstanding speakers and leaders, they were truly authentic and caring folks. One truth that I took away is that Leaders need to focus on the following priorities:

Decide to be helpful
Decide to have fun
Decide to be thoughtful
Decide to be creative

NSA’s current President Sam Silverstein challenged us to; “Do the right things consistently, based on strategic intent.” Pretty solid direction. Furthermore, the President Elect, Phil Van Hooser reminded us all that things won’t always go as planned or expected. Therefore, we need to be flexible and forgiving.

Overall, the event was simply outstanding and impactful. Thanks to everyone, and I do mean everyone, who had a role in delivering such an exciting program. Now it’s time to set my priorities as the incoming President for NSA Michigan.

Just Plain Fun!

Check us out!

Check us out!

One of the most viewed, and best streaming videos, is the latest craze.
You MUST check it out. It’s relaxing, funny and can actually relieve stress. Just click the
Shiba Inu Puppy link and enjoy the rest of you day, it is just plain cool! The CPO!

Selling and Governing

The headlines in yesterday’s USA Today read: Governor’s Brainstorm GOP Comeback…doesn’t it just make you feel good. They remind me of some of the sales people I have met over the years: Just worry about your issues, needs and objectives, forget about the client. Or in the case of the GOP, forget about the country.

It’s not about blue and red states, it’s about the kind of lives we want to live and enjoy. Our leaders need to step back and start ASKING THE RIGHT QUESTIONS. Forget about who will win the next election and become the leaders you said you would be. The times we are living in are CRAZY and we need to get way beyond wondering how to position our party(s) for the next election.

Politicians and sales professionals need to make the needs of their customers the number one priority, not their personal needs.

BTW-I wonder who’s spending more money on “off-sites” this week…AIG or the GOP Governors?

Hello Again!

I know it’s been awhile since I published an article here, but hey I’ve been busy. The work over the past few months is about to come to fruition. In the coming days, a new website will be launched for The CPO Institute. The CPO Institute is where you can learn to BYOCPO and improve your personal and professional performance. The US Department of Labor estimates that over 70% of our OJT is through informal learning. There are five “Pillars of Performance” that we talk about in the BYOCPO Process and each is important to helping you “Change your performance.”

If you or your organization would like to experience improved overall performance, contact me at The CPO Institute. Life is too important…Don’t Just Do It!