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Ideas@Work! - Strategies for Success |
April 3, 2007 |
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Point to PonderOne more step...I heard once that "Success is measured in inches, not miles." Often the difference between 'winners' and 'also rans' is a single step. In Olympic track events the winner can be a single step, a portion of a second, ahead of the second place competitor. Vince Lombardi is reputed to have said, "Inches make champions." This works in business, leadership, sales, and career races as well. At times we lead by being a step ahead of our competition. At times we lead by taking one more step that differentiates us from those who cry, "ME too!" At times we lead by taking one more step that brings us in contact with that client who needs what we have to offer and, as yet, has not had the opportunity to hear our story. Take one more step... In sales this is certainly true. Often it is taking that next step to make one more call, one more follow up or sales letter, that makes the difference. It is taking one more step in the direction of your dreams to capture and create the future you desire. It is taking one more decisive step that allows you to pull away from the pack and win the business. The same is true in leadership. An amazing friend gave me a collection of sayings. She knows I find this kind of thing intriguing. One of them, by an unknown author is entitled: "One Step Further"Do more than exist: live. Do more than touch: feel. Do more than look: observe. Do more than read: absorb. Do more than hear: listen. Do more than listen: understand. Do more than think: reflect. Do more than just talk: say something. Made sense to me. This sage advice certainly works in leadership, sales, or business and can have an profound impact on your ability to compete and win. So few of your competitors do more than what is required. They could take the next step, but often they don't. When things are slow and the sales are stagnant, make one more call, take one more step. Take it today... pick up that phone and book the appointment or touch base with a current or past customer. Remember, out of sight is often out of the running and sometimes out of business. When your team is tired, share one more moment of encouragement with them to take the next step. Take one more step to guide them. Works in life too. When you have people you love and trust, take one more step to spend time with them. When you are tired and perhaps experience a detour or encounter a pot hole in the road of life, take one more step. When you have a dream and want to see it become a reality, take one more step. When you have desires and passions that need expression, take one more step. Sign up for that course, read a new book, listen to a new CD, get a massage, or book that cruise. Reward or spoil yourself. One last thought.
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The Seven 'Be-Attitudes' of Good ServiceBy Bob ‘Idea Man’ Hooey
Customer Service is one of the foundations for any enduring business, leadership, career, or sales success.
Customer Service is not just 'a part' of your business. Customer service 'is' your business!This rings true whether you are in retail, service, or management. A small change in focus can result in a substantial change in productivity and profitability. A small change in action can result in a substantial change in referrals and repeat business.
A few guiding service principles might be helpful. Here are my 7 'Be-Attitudes.' I hope they will be of assistance in modeling and sharing the importance of customer service all year.
1. Be professional -- put the customer first. Present yourself, your company or your association in a professional manner. A professional is always looking for ways to help the client and to make their life easier, better, by offering products or services that work to benefit their clients.
2. Be polite -- wouldn't you expect to be given consideration and respect? Remember to give your clients the same courtesy, regardless of the kind of day you may be having.
3. Be prompt -- do your best to not keep customers waiting. If you promise something, do everything you can to deliver on time, or call and let the customer know exactly what time to expect it. Try not to keep a customer waiting on the phone or in your store either.
4. Be proud -- you are an expert, a solutions provider, a co-partner to your clients. Be proud of your expertise and ability to help your customers.
5. Be personal -- remember your customers are individuals. Don’t you hate it when people treat you like just another number? Make a commitment to treat every customer as an individual -- it will make him or her feel special. They are!
6. Be persistent -- good service isn't just given on the first encounter. Be persistent in your efforts to serve and solve their problems. If your customer has a problem with your service or product, it is essential to persist to make sure they are satisfied, or the problem is rectified to their needs.
7. Be patient -- some customers need a little more time or assistance to make their selection. Taking the time, especially with our seniors or children is the true sign of a customer service professional.
These 7 'Be-Attitudes' of customer service will not guarantee you success in sales or business. However, not applying them will surely guarantee failure. They will give you one of the foundations for success in building a career or business that will still be here in the future to actively and profitably serve your clientele. They will also give you a guideline to lead by example and to train those to whom you entrust your business - your staff!
© Copyright 2007 Bob 'Idea Man' Hooey, www.ideaman.net Visit www.SecretSellingTips.com for more articles on this theme
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#10, Creativity Corner |