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 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.