Over the past few years I’ve been lucky. I have been reminded of the most important thing we can all do to be more successful in our businesses, our careers and our personal lives. Treat everyone well. It’s a simple lesson but easily forgotten. Or maybe, for some, it was never learned. I admit to neglecting this rule more than once in my career. Maybe because it’s so simple, we disregard its value and its power. I have been fortunate to witness this rule in its full glory. The best examples have been given by my parents and my wife. [...]
courtesy
I was standing in line at my favorite sub shop. I cringed every time the guy next to me spoke. “I want tomatoes, onions and hot mustard.” Seconds later: “Gimme more pickles.” And then “Make sure you don’t get that other stuff on my sandwich.” (Exactly what “other stuff” did he mean??) In a five minute stretch he gave two commands, issued four orders and made three extra requests. He did it all with a sour look on his face and not a “thank you” or “please” in sight. Not once did he even try to sound conversational, courteous or [...]
A foundation of my philosophy (in business and in the rest of my life) is that we need to treat everyone well. Another way to look at this is we’re here to serve others. And the best way to serve others (or at least, the best way to start) is by putting others first. This means treating them with courtesy, dignity and kindness. It also means putting their interests ahead of ours. This is one of those things my friend Jim Leslie, would describe as “says easy, does hard”. It sounds simple enough but it can be challenging. It’s especially [...]
Sometimes people who focus on improving customer service forget that the lessons apply to everyone. This includes when we are customers. Here’s what I mean. Remember, the three requirements of an Amazing customer experience are: 1. Treat me well 2. Help me accomplish what I want 3. Offer me value As a customer if you routinely violate the first rule then you’re part of the problem. Being a customer does not give you permission to be rude, discourteous or less than civil. No matter who you are, the same standard applies to everyone: Treat everyone well. I see this in [...]
If you’ve read much of my work, you know a big part of what I preach is that Amazing customer service starts with treating everyone well. If you want more loyal customers, treat them well. But in doing so you need to treat everyone well, not just customers. What’s amusing (but in a sad way) is how many people who contact me violate this very basic idea. They request information. They want pricing. They have a question. They expect me to stop what I’m doing and respond to them. They want my help. Yet, when
Here’s an easy way to spot a successful organization. When you do business with someone observe how they treat everyone. Watch how they deal with employees, vendors, customers and others. The most successful and sustainable companies treat everyone well. They know (and their actions show) there is no second class. But we all know this is not the norm. As customers we see it when others get a lower price, a table with a nicer view, a more comfortable seat or a greater selection of products. We see it when new customers get the “special offers”. Long-time customers get ignored. [...]
“The two most powerful things in existence: a kind word and a thoughtful gesture.” -Ken Langone, founder Home Depot Built from Scratch: How a Couple of Regular Guys Grew The Home Depot from Nothing to $30 Billion
Politeness goes far, yet costs nothing. -Samuel Smile
People miss meetings or show up very late. They take phone calls or let people walk into the middle of scheduled meetings. They don’t return phone calls. The list goes on. We all deal with these annoying behaviors as we do our jobs and manage our businesses. I did some research on Google and I discovered I’m not the only one who pays attention to these things. Others are indeed bothered by bad manners. You can buy a book, take a class or even hire a consultant to help you address the problem of bad manners in your business. According [...]
Here is your Daily Dose of Amazing Service: Treat everyone well And here are some additional thoughts on this topic… If you want to improve your customer service, start with the next person you have contact with. Whether they are a customer, a vendor, a salesman or your mother-in-law, treat that person well. Then do it again with the next person. And so on. I know this sounds like common sense. But if people’s actions are any indicator, it’s not. Every week I see examples of companies where people treat others differently based on who they are. New customers get [...]
