How many times have you heard something similar to this in a customer service situation? Customer: "Why don't you just do it this way, and it will take care of the situation." Customer Service Person: "I understand what you are saying, but we can to do it this way." Then the situation magically goes downhill from there and it is difficult to win back the customer. What Happened? The customer service person used the one word that has a powerful...more
Recently, a business associate, Mike, mentioned that he was doing a show at a local university and stopped by the faculty dining hall to get lunch. He said that, while waiting on line, the service was poor. The line moved slowly, the counterperson was disinterested in what she was doing and it showed. It was not a pleasant customer experience. It was Mike's turn to order and the counterperson continued to show her disinterest no eye contact,...more
Recently I was facilitating an Outstanding Customer Service program and broke for lunch. Knowing that the restaurants in the area had much to desire as far as service I gave the students an extra fifteen minutes for lunch. Sure enough a group of four students came rushing into the classroom with their lunches in hand. They sincerely apologized and quickly explained that they receive poor service at a restaurant (This restaurant is part of a national chain. Hint: its name references a day in the week. I can't give you the complete answer.). They went on to explain that after the waiter initially took their order, they waited 45 minutes before their food finally arrived. During the wait, no one came to check on them. They went on to explain the food finally came and it was time to leave for class. They were not happy. They asked to see the restaurant manager. The manager sheepishly came to see them and asked, "What was the problem?" One of my students explained the situation to which the restaurant manager replied, "The food ticket only shows you were waiting for eleven minutes." My students were not happy and expressed it to which the manager asked them, "Would you like dessert?" My...more
Recently on the television reality show, The Apprentice, Donald Trump would give the ultimate winner the dream job of working for him, running one of his divisions and earning $250,000 per year. On the final episode, the choice came down to two candidates, Bill Rancic and Kwame Jackson, for the "ultimate" job. Both were very qualified. Bill Rancic...more
Recently, I was watching a rerun of the successful television show, The Cosby Show. The patriarch of this professional family (He is a doctor and his wife is a lawyer.) played by Bill Cosby, was just told by his college-bound daughter that the boyfriend she brought home to meet him was really her fiancé. He was disappointed with the news. Disappointed not in the young man or what he did (he was a "maintenance engineer"), but in the way he was told about this engagement. Mr. Cosby said that the way he was told was like taking a sizzling, delicious, robust T-bone steak and serving it on a garbage can lid. It's not too appetizing. You know the steak is delicious, but would we really want to eat it? It's not too appetizing. I ask you, when you give feedback, do you make it appetizing for the receiver of the feedback? Or do you make your "steak" indigestible? We can be giving great feedback everyday and, unless we make it appetizing so others will digest it, our feedback will not acted upon. The following are ten techniques for making your feedback more appetizing: 1. Prep for a Great Meal Just as you would prep for a great meal, you should prepare to give feedback. Mentally go over...more
One hot summer day my daughter and I ventured to our local craft store with one mission in mind - purchase velvet covered coloring panels called fuzzy boards. Little did we know this simple trip would turn into such an adventure. The store advertised...more
December is a month in which many organizations make plans for the coming year. Now is a great time for you to look at your marketing systems for attracting and retaining customers. Although front end systems such as advertising, public relations,...more
The notion that employers are only interested in where you have been and where you are heading is pure nonsense. Experienced hiring managers take into account both your experience and your character. After all, in the end, they are hiring a human...more
I wish you a Happy & Prosperous New Year!This PVT is short, with a few links to help you launch your new year.~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Can you answer these 10 questions to help you build your business dream?Listen to my...more
With interest rates at 40 year lows it seems difficult to find fixed income investments with high yields. Money Market funds are paying investors about 1.4% and Commercial Paper is only yielding 2.3%. For those willing to commit their capital for...more
How often have you heard yourself say, "I've got so many balls in the air I don't know how I can possibly keep track of them all". We may be managing to keep the balls in motion, but how good is our juggling performance really? Are our movements...more