THE BALD TRUTH - Customer Loyalty vs Customer Service

Customer service, customer satisfaction or customer loyalty… What drives your organization?

The answer is simple.  The one which are you focused on!

We hear companies talk about customer satisfaction surveys or providing great customer service. Are you providing a level of customer service that will give you customer satisfaction?  If you are, I’ll say you are getting it all wrong, go back rethink it and do it all over again.

Customer service is the bottom of the barrel thinking. Anyone can serve a customers, most of the time it is bare minimum, if that.  Customer satisfaction is just one step above. I mean come on, who wants to be just satisfied? Is your goal to meet the minimum acceptable requirements to satisfy your customer? Is it your intention to leave a customer feeling that your product or service provides the customer with the basics they were looking for?  My guess is a big fat  NO!   If you said yes, then two things come to mind. 

First, recheck your values and pride.  Do you have pride in your work? If so why would you accept the bare minimum from your efforts.  It’s like being happy getting a C- on a paper.  It was passing, I didn’t fail so that must be ok. What do you value? Is building a strong healthy business worth going the extra mile?

Second is this: Do you want to be happy?  Would you accept the minimum from a product or service or would you like to see someone really take a interest in you and your needs.  We live in a WIIFM society, What's In It For Me,  so why does customer service seem to be the norm. “I did what I had to and that’s it.” attitude is so prevalent these days. “Sorry, I can see you are struggling or under a deadline or need some attention but I’m just too busy to give a rip.”

Just this morning I had both a good and bad customer experience in two different locations. Here’s what happened.  I was making a presentation to a big customer this morning. I needed to get four small presentations hole punched and bound. I went to the place I have been going for the past 7-8 years to get copies, and presentations made and bound.  (I’ll refrain from using the name for legal purposes but the store sound like an office tool we use to staple together papers.) About eight years I have used this store, I have seen managers come and go and spent thousands of dollars in supplies and printing over the years.

I walked up to the counter in print area and waited 4 minutes to be recognized or acknowledged. (mind you it was 8:22am and there were three people in the store total) Once I was acknowledged by the counter guy, his attitude was that I was bothering him.  He approached me standing at the counter, and I’m sure he could see my stress.  He asked how can I help you and I let him know that I was asking a huge favor and then asked him if he could bind these four pacakages for a big presentation I was on the way to.  I had gotten there as early as I could (8:20am) and really would appreciate him helping me out.

His answer shocked me.  I can’t help you for another hour. My answer must have hit a note. “Oh boy, I really just need these four packs of paper (10 pages each) hole punched and bound. I’m headed to my presentation now.” I know I looked stressed and a bit concerned.  His answer was even more incredulous. He again said “sorry can’t (won't) help you. I can get to you in about an hour but that’s it.  But you can go down the road to another printing place and try them (FedEx/Kinkos) sorry.” Funny thing is, I passed 3 managers on my way out the door and one even said goodbye, have a good day.  Are you kidding me?  How was I supposed to have a good day when I now had to drive down the road to get done what I should have been able to get done here?  Could the manager run the hole punch machine? Did the counter guy even try to see how he could help? NOPE! 

To continue and show you how it is supposed to be done, I head down the road about a mile and a half to the FedEx/Kinkos office. I was greeted immediately by the first employee I saw and he asked how can I help you.  I explained my dilemma and his answer was “Ok, let me set this over here and I’ll help you out.”

He proceeded to take my four small packages of paper (10 pages each) over to the hole punch, put them into the automated machine, punched them, put on a cover and back sheet threaded the binder through and was back in 4 minutes flat (I know I timed it).  This was the same amount of time it took to be acknowledged at the other big box store. He rang me up with a grand total of $19.96 plus tax. Done and out the door faster than it had taken me to drive from the aforementioned store (that sounds like an office desk tool) to the FedEx/Kinko’s store.

I walked out with a new satisfied outlook and impression of FedEx and a completely different outlook on that big box store that sounds like an office tool.

Taking that extra time to think through how can I serve or help the customer is the difference between customer service, (“I can help you in an hour”) to building customer loyalty, (“let me set this over here for a couple minutes.”)

Big box store Customer service = FAIL

FedEx/Kinkos customer service = New loyal customer

What is you are focused on in your business? What the attitude in your organization? Most will say we want to build a strong loyal customer as is the case with the big box store.  Most will pay the customer lip service.  At the big box store, how hard would it have been to have a manager come over and help if they were backed up?  Where was the manager checking on how things were going?  Why did the employee feel he couldn't call over a manager? What is the culture YOU have in your organization?

Does your team trust you and really strive for strong loyal customers or are they giving lip service to your value of customer service? Either way, it a reflection of your attitude on building loyal customers that are raving fans. Do you want raving fans or just customers that are satisfied with your work?  Your choice.

Coach Rick Kolster is an expert on organizational development. He helps companies and organizations build great leaders, strong salespeople and loyal customers. He is the author of two books; Selling for Geniuses and Roll up Your Sleeves & Get to Work.  He can be reached at 817-748-7425 or info@CoachRickKolster.com   www.CoachRickKolster.com  www.RollUpYourSleevesBook.com  

The BALD TRUTH - Living in the Present

I've discovered that I have greater success with living life in the present moment when I remove judgment from what I'm experiencing. Rather than making an event a bad or a good experience, I find myself being in the "isness" of the moment; that is, what I'm feeling is much more helpful than why it isn't what I think it should be. This is called allowing rather than resisting what is. Even if I wish to change the moment, it's far more useful to allow it without any judgment and then notice everything I can about it.

The more I stay out of my good-thought/bad-thought routine, the more I'm able to just be with it. I love to observe the instant without any judgment. Birds simply allow whatever comes their way, no matter if the wind picks up or the rain comes, and I work at being like one of those fabulous creatures. The way I do so is to ask myself this question: "What's happening right here and right now, independent of my opinion about it?" Then I notice all that I can take in-the sky, the wind, the sounds, the light, the insects, the temperature, the people, the judgments...everything. I stay free of opinions and just let myself be. In these moments, I don't need an excuse or an explanation for anything.

I try to keep in mind that whenever I react against any form that life takes in the present moment, I'm treating the now as some kind of impediment or even as my enemy.

Be without judgment and you'll never feel the need for some tiresome excuse to use up your precious seconds, such as "I'm too old" or "It will take a long time" or "It will be too difficult." Instead, you'll be in the now, welcoming your constant present-moment companion, your Source of being, which knows nothing of excuses and doesn't know how to be anyplace but here, now. As one of my spiritual predecessors, Dale Carnegie, once wrote: "One of the most tragic things I know about human nature is that all of us tend to put off living. We are all dreaming of some magical rose garden over the horizon-instead of enjoying the roses that are blooming outside our windows today."

Become one in the present moment with all of the roses that show up in your life. Stay present: every second, every minute, and every hour. Every day of your life is full of present moments of infinite value. You won't find God yesterday or tomorrow-your Source is always only here, now.  From Positive thoughts email.

Live well then Roll Up Your Sleeves and Get To Work!

Coach Rick www.CoachRickKolster.com

Coach Rick Kolster, CBC is the founder of the Peak Performance Group. He speaks The BALD TRUTH and works with leaders to “Roll Up Your Sleeves and Get To Work!” 

Pre-order his new book "Roll Up Your Sleeves and Get To Work" here: www.rollupyoursleevesbook.com 
www.plus.google.com/CoachRickKolsterCBC

Are you SERIOUS???

Apple finally released the new iPhone 4 to an avalanche of excitement. There were people just drooling over this new phone. When I say excitement.. I'm serious! people were nuts trying to get their own iPhone. I mean seriously, who camps out for a phone? Why would you? I drove by my local Apple store about 10 am this morning just to witness this phenomenon. There were 500+ people in line, some with chairs, umbrellas (Texas heat), I even saw one person who had brought their own box fan and extension cord. This to me is NUTS!



With all that I began to wonder this... Why would these people subject themselves to this torture? No sleep, heat, loss of productive time, and the hassle just for a phone. What does Apple iPhone have that you can't get in another smart phone? I will tell you. Mystique. It has that wow factor that makes it different.



Apple has created a culture, a brand loyalty, that very few companies or people ever do. Think of the brands you remember that conjure up such fierce loyalty that people will create tributes to or even tattoo it on themselves. Harley Davidson, Apple, Nike, The Rolling Stones tongue logo, Marilyn Monroe etc. Why would anyone put the logo of their favorite motorcycle or computer or athletic shoe tattooed on their body? Because the brand has created a remarkable distinction and made itself different from the competition. What would it be like if your brand had such loyalty?



What do you think drives this loyalty? How did Apple become the brand synonymous with revolutionary ideas? Now ask yourself, how can I build brand loyalty for my brand? We all have a personal brand in one shape or another. Whether it is a company brand or maybe even your own personal "brand". How can you or what could you do to make your "brand" remarkable. Many years ago when I started my latest career as a speaker and executive coach it was critical to build a brand that works for me. I began to brand myself as a business coach call "COACH RICK". Now when someone asked about me most people will say "Oh yea, Coach Rick, I know him or I get his e-mail the "BALD TRUTH" good stuff."

I took years to build this brand and continue to promote Coach Rick as the speaker for your event or coach for your business. All my clients call me Coach Rick and when the talk about going through one of my programs or seminars the refer to me as Coach Rick. This is branding. Personal branding. My brand stands for a couple of things; Integrity, commitment, serving, relationships, quality and Fun. What does your brand say about you? This week work on how you can become remarkable and make your brand stand out head and shoulders from your competition.

Just Roll up your sleeves and get to work.

Coach Rick

http://www.coachrick.net/

Taking the next step. Breaking out.

This month I finally stepped out of my personal comfort zone and hired a personal trainer at my gym. Now keep in mind that over the past 35 years, I have been a collegiate level athlete in two sports, competed in over 40 triathlons, finished the Body for Life challenge 2 times and spent a lot of time in the gym (can you say,Gym rat?)for most of my adolescent and adult life. What could this young trainer teach ME about working out?

Let me tell you, A lot! The reason I hired this trainer was that I felt like I had hit a plateau in my workouts. I had my old routines and they were keeping me in pretty good shape. In fact I will say that at 51 years old I'm probably in better shape than most 25 year olds. I needed to try something different to help me break through and all I needed was a different perspective that would allow me to hit the next level.

If you have hit a plateau in your sales or management career, your personal life or just feel flat. You may be successful and accomplished much in your life. Outwardly have what most would say is success. Are you where YOU want to be? Could it be you are doing the same things that got you here again and again? Is now the time to hire someone to help you move to the next level.

I will keep you posted on how the training is going. Four sessions in and I can see (and feel) the difference. Make the change you need to get to where you want to get.

Live the life you want!

Coach Rick
www.coachrick.net

Selling for Geniuses

Selling is what you have to do to do what you want to do. In other words unless you are selling something to someone, you are just doing charity work. While this can be noble, it doesn't pay the bills. So what are you doing today to sell what you need to so that you can make what you want to?

The biggest challenge I find with new "sales" people is that they need to make a sale. AND IT SHOWS!!! Can you say desperate? The smell of desperation just flows off of these folks like a waterfall. They know they have to make a "sale" and push to get to it no matter what the prospect really needs.

This is painful to watch and leads to buyers remorse almost every time. Since most contracts have a 3 business day out clause, the seller or sales person leaves flying high. "Just closed a sale." Happy, whistling that happy sound and planning their next vacation. Three days later, BOOM! The buyer calls to cancell. They have thought it over, talked to their wife, partner, attorney etc... How can you prevent this from happening to you?

One way. Sell without selling. Yep thats right, you have to sell without selling. You must help the prospect make a good buying decision, not push them to make any decision (as long as they buy something). Your job as the sale professional is to presnt the best option and let the buyer make the right choice. If you have done this right, almost always... the deal will stick. In fact the real trouble is getting the buyer to change anything in the deal. They own it! It is theirs and they are moving forward with the deal.

In this blog I will be sharing ideas, thoughts and tips to help you to sell more and sell better (I know that's poor english, but... I don't care) Subscribe and one thing will happen. You will have more ways to be a better salesperson and the tools to be even more successful.

Learn more and get my book Selling for Geniuses at www.coachrick.biz