AmazingServiceGuy.com » choose to be amazing

Do you like your customers?

Marilyn Suttle — Wed, 19 May 2010 14:16:06 +0000

My husband teaches an evening class at a local college. On Friday night, he took me to his school’s holiday dinner party, where we sat at a table with the president and her husband, a couple of distinguished teachers, and the school’s librarian. During the meal, one of the professors praised the librarian, “I have been teaching for thirty years and she is by far the very best librarian I have ever met.”

The professor went on to give me glowing examples of how she came up with innovative ways of solving problems and raved about how well she serves the teachers, students, and staff. The president chimed in, too, obviously very pleased with the excellent customer service the college’s librarian offers.

After dinner, I found myself alone with the librarian while the others were off to the dessert buffet. I asked her, “What is it that you do for your customers that makes them so pleased with your service?” Without pausing to think, she said one thing and one thing only, “I like them.”

It’s the simple, often overlooked things that make the most profound difference in customer service. She likes the college students, even when they’re stressed out. She likes the administrators, even when they’re antsy. She likes the teachers, even when they’re tense. When you like someone, you treat them well.

What’s one thing can you do for your customers that would keep them coming back? You can like them. Imagine the difference it would make in the way you approach them, especially those challenging customers that aren’t used to being liked.

Reflections:

Of course, liking people doesn’t come naturally to everyone. If it doesn’t come naturally to you, what could you do to change your attitude toward your customers?Other articles you might like:

Tell them yes

Mark Henson — Wed, 31 Mar 2010 16:01:28 +0000

I’m a big fan of Compendium, Inc. They produce the coolest inspirational and motivational books on the planet. We give them away as thank you gifts and always have some laying around sparkspace. You may have also seen them at Starbucks. Last year, Starbucks carried the Five book, which helps you think about what you want to do with the next five years of your life.

This year, Starbucks carried their newest book, the 1 book. If you’ve ever wondered how to make a difference in this world, you should really pick up a copy. Starbucks is pretty much sold out (I know, I pretty much bought them out), but you can purchase any of the books at http://www.live-inspired.com.

I’m including an excerpt from the 1 book today that literally gave me chills when I read it. It’s actually copy from a Nike ad. Let it inspire you to do or start something great today.

All your life you are told the things you cannot do.

All your life they will say you’re not good enough
or strong enough or talented enough.

They’ll say you’re the wrong height or
the wrong weight or the wrong type to
play this or be this or achieve this.

They will tell you no, a thousand times no
until all the no’s become meaningless.

All your life they will tell you no,
quite firmly and very quickly.

They will tell you no.
And you will tell them yes.

Make this your year of telling them yes.Other articles you might like:

Thank God it’s Monday?

Mark Henson — Mon, 29 Mar 2010 14:14:56 +0000

How do you feel about Mondays? I’m sure there is a fascinating research study somewhere that states something like 88.3% of Americans dread Mondays. Without the benefit of real research, I have to rely on my personal observations, which tell me that 88.3% might actually be a low number.

Observation #1: What I see on FaceBook and Twitter

There are a staggering number of posts on social media outlets that either complain about Monday or say “What a horrible week, thank GOD it’s Friday.” Oh, and a few more each week that are just thankful to be on the downward side of “hump day.”

Observation #2: What I see from the treadmill

I run some mornings on a treadmill at an athletic club downtown. The treadmills face giant windows where you can observe people arriving for work. Mondays are the most interesting. Watching these poor people as they trudge toward their offices makes me kind of sad. Very few walk toward their workweek with positive energy and a sense of purpose. Most look like they are walking painfully against an invisible force that is trying to drag them back home. And there’s always a couple that I’m pretty sure are zombies on their way to eat the brains of their coworkers.

If you hate Mondays, live for the weekend, and have to force yourself to put one foot in front of the other just to make it to work before the bell rings, I’m going to go out on a limb here and predict that you’re probably not amazing at the whole customer service thing.

How could you be? Really. If you dislike your job, your boss, your co-workers, or your cubicle, I’ve got news for you. It shows. Your customers can tell. They may not be able to put their finger on it, but you put out a vibe that says “there are other things I’d rather be doing.”

Hey, we don’t all work in our dream job. I get that. We can’t all quit our jobs all at once and go search for our ideal work situation. We’ve got work to do, families to feed, and a car payment to make (unless you drive an 13 year old minivan like I do, but that’s another article for another time).

What we can do is realize that we can make a difference ANYWHERE. Sometimes we make a difference in our customer’s lives because our purpose and passion enables us to go a step beyond their expectations. And sometimes the difference we make is for ourselves – doing a great job now so we can more easily move to a better job later.

What we can do is realize that the way we carry ourselves makes a difference…and it shows. Do you drag yourself to work each week, lamenting about how tired you are? Or do you stroll in with a smile and and attitude that says “Thank God It’s Monday!”?

I’m going to hypnotize you now: remember this article, remember this article, remember this article. Especially as you walk from your car, train, or bus to your office tomorrow. Check your attitude. Check your posture. Check your purpose. Adjust as needed.

I’m not saying “fake it until you make it.”

I’m saying “make it.”

And if you’re going make it, you might as well make it spectacular. I believe most people want to work with – and buy from – people who make things spectacular, don’t you?Other articles you might like:

Know your purpose

Kevin Stirtz — Tue, 15 Dec 2009 23:06:54 +0000

Here is your Daily Dose of Amazing Service:

Know your purpose

And here are some additional thoughts on this topic…

I heard a segment on our local radio recently about more soldiers getting deployed overseas. They interviewed parents and spouses and soldiers themselves. These situations are always hard but when they happen around the holidays they’re even more difficult.

One soldier captured the situation well.

He said they are well trained and well equipped to go wherever they need to and succeed. Even more important, he said, when they do succeed, life will be better for a lot of people. You could hear it in his voice. This drove him.

For this soldier it’s not about wanting to go into a difficult situation. Ans it’s not about NOT wanting to go. It’s about doing his job and doing it well. He knows when he does that others will benefit.

So he gives it his all.

What if every employee on your team had this attitude? How would your organization look and feel if everyone was as motivated as this soldier? How might this affect your customer loyalty?
Other articles you might like:

Customer Service Quote for December 1, 2009

Kevin Stirtz — Tue, 01 Dec 2009 22:11:40 +0000

“Lose yourself in generous service and every day can be a most unusual day, a triumphant day, an abundantly rewarding day!”

-William Arthur WardOther articles you might like:

Customer Service Quote for November 13, 2009

Kevin Stirtz — Fri, 13 Nov 2009 14:05:55 +0000

“Pretend that every single person you meet has a sign around his or her neck that says: ‘Make me feel important’.”

-Mary Kay Ash

Author of The Mary Kay Way: Timeless Principles from America’s Greatest Woman EntrepreneurOther articles you might like:

Choose to serve

Kevin Stirtz — Wed, 11 Nov 2009 21:39:48 +0000

Here is your Daily Dose of Amazing Service:

Choose to serve

And here are some additional thoughts on this topic…

Today is Veteran’s Day in the USA. As I was reading one of the many articles written about this important day, I noticed this quote:

“Veterans Day is about everybody who wore or continues to wear the uniform,” he said. “It’s a very select group of American citizens that have had the opportunity to do that.”

It’s important to honor people who have served, whether they’re still in uniform or not. It’s also important to note that most of our veterans (and all of our current armed service members) chose to serve our country in the armed forces.

This is a big deal. They could have said “no”.

And our country would be a vastly different place today, had they said no. (I’m glad they said yes.)

We all have the choice to deliver Amazing Service to our customers. We have this choice every time with every customer. No matter what our situation is, we always have the ability to be amazing. We can always choose to serve.

How would your organization be better if everyone chose to deliver amazing service to every customer, every time?

(PS: Please take time to thank a veteran or current member of the armed services today.)Other articles you might like: