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Thursday, October 23, 2014

The BALD TRUTH - Planing to fail? Your call!

Planning to fail.  Your call.

We talked about the three killers of a business.  Number one is lack of cash flow.  Number two is poor leadership and now let’s talk about number three:  LACK OF A STRATEGIC PLAN

Strategic Planning
People don’t plan to fail, they fail to plan.

Businesses succeed and fail for many different reasons. It might be your commitment to getting out there every day, a new product or service, great marketing, consumer demand and maybe even luck are all a part of the reasons.  All of these contribute to whether a business makes it or fails.  Knowing your vision and mission (why) and designing your strategies to accomplish them (how) are both a part of the strategic plan.

Why should you have a strategic plan?  Here is the reason. Without a plan you will be flying without a rudder and trying anything that is presented to you to make your business grow. As a business owner you will be bombarded with marketing and sales ideas from every conceivable direction. Each one touting it is the best way to grow your business.  To that I say BS!

Do they even understand your business?  Do they know your WHY? Probably NOT! So why would you allow they to tell you how to run your business yet business owners do it every day. Having a strategic plan will give you direction and allow you to make decisions about your business that are in sync with your vision.

What is the process of strategic planning?  It looks simple yet takes time to create.  The components are:

1.    Vison
a.    Why are you in business?  This is your big picture of your potential as a business. This defines the purpose of the company and the plan. It might be called the “quest” of your company. What is your company Why? Do you know it?
2.    Values:
a.    These are foundational to how you will make decisions.  They lay to ethical ground work for your company and its future. This will define the basic beliefs your company, or what your company is committed to. Does your company have clearly defined values?
3.    Mission
a.    A mission statement transforms the vision into specific actions that are necessary to achieve the vision. The mission statement defines and says what you want to achieve in a specific time frame. This gives direction to all in your company and keeps them on track.
4.    Critical Success Factors
a.    These are the meat and potatoes of the plan.  The tactical areas that must be addressed to be successful. They are broad areas such as: Cash flow, marketing, new product development, product quality, customer service. The list can be long. What are your top 3-5 areas that need to be addressed?
5.    Goals
a.    Each area that you come up with will have to have specific measurable goals. This gets you into action.

The plan will also include market research, a SLOT analysis, Sales plan and financial budgets.  Bottom line, if you want to assure your business will have a better chance to grow and prosper.  Design a plan for the future. Call us today.

Coach Rick Kolster, CBC is a certified business/life coach, the author of Roll Up Your Sleeves and Get To Work as well as an expert on developing leaders and designing strategy for companies. He can be contacted at 817-748-7425 or   Rick@CoachRickKolster.com 

Thursday, October 16, 2014

The BALD TRUTH - Are you using protection?

Every day businesses and business owners are susceptible to many attacks and challenges that could devastate their hard work and livelihood.  Are you one of those businesses or owners? A survey by Forbes Magazine showed some interesting facts:  Over 500,000 new businesses are started each month. Almost 40% of these small businesses never make it to their second anniversary. Yet another 55% never make it past 5 years. Only about 1/3rd make it to 10 years. Why?

Three main killers of a businesses
1.    Lack of cash flow
2.    Poor leadership and customer service
3.    Lack of a strategic plan

Over the next few months I will address each of these three major challenges that business leaders fail to protect themselves from and will kill a business.

Lack of Cash flow.
Starting a new venture takes a bunch of things, one of which is a basic knowledge of business and how to sell your product or service.  Over the past 11 years I have been working with clients to create sustainable and profitable businesses I have found that this is the thing that will kill a business.  So you are probably asking yourself, how this relates to the 3 killers of a business.

Bottom line, no sales, no cash flow, no cash flow, no business. Simple but true.  So often a client has made the decision to step out, start a business based on their technical expertise and has yet to learn how to sell what they do. They also start without enough capital in reserve.  Result.  FAIL!  It has been said and I believe “that nothing happens until a sale is made”.  If no one is selling, I can guarantee tis, no one is buying. 
 
Ok how does lack of cash flow kill a business?  I have learned that cash flow is king and with a consistent flow of cash into a business there is hope. Now if it is a negative cash flow, there is a challenge for sure. When I opened my first restaurant in 1981 we did everything on a shoestring and were literally taking from Peter to pay Paul. What does that mean? What it means is we used cash flow to pay immediate critical bills (electric and staff) while others  (beer and food vendors) we used float time to let our cash reserves replenish to take care of other these less critical expenses. My partner and I became known as the kings of the float.

We would pack the bar out on Thursday Friday and Saturday with happy hour and late night biz.   What that means is we would always write checks late on Friday to the beer and food vendors knowing they would wait until Monday to deposit, giving us three days to use the cash flow and float to keep us going.  Now this just was used as a strategy as we started, once we established the business and we began to see positive cash flow, things smoothed out.  Still I learned that cash flow is king.

So to protect your business, focus first on your cash flow and protect it like a chastity belt protects a virgin. But that's something for another time.  Until next month protect your business and remember cash flow is king.

Coach Rick Kolster, CBC is a certified business/life coach, the author of Selling for Geniuses and Roll Up Your Sleeves and Get To Work as well as a motivational speaker on personal growth. He can be contacted at 817-748-7425 or Rick@CoachRickKolster.com www.CoachRickKolster.com


Tuesday, September 23, 2014

The BALD TRUTH: SH!#% or get off the pot!

Are You Using Protection? Part 2

&@%# or get off the pot!

Last month I promised that I would address each of the three major challenges that business leaders fail to protect themselves from and will kill a business.

In part one we talked about the three killers of a business.  Number one is lack of cash flow.  Well by now I hope you have taken this to heart and begun to watch and manage your cash flow a little better.  This month we will talk about the number two killer of a business, POOR LEADERSHIP.

Leadership
“Leadership is the art of getting someone to do something you want done because they want to do it.” Dwight D. Eisenhower

 How can you get others to do what needs to get done and make sure they are doing it gladly and with enthusiasm?  The answer is very simple.  Have a vision and make it part of your culture. A vision and direction is critical to get your business moving and to assure it stays on the right direction.  People will follow a clear vision that is shared and engages them.  Leaders use the vision to inspire the people they lead.

Too often business owners rely on systems or franchise models to assure success.  While these are important, they will not assure that the business will grow, thrive and prosper.  There is only one thing that will assure success.  The people in an organization know and buy into the vision of the organization.  Making sure that the most important asset, the people, are lead, directed and properly motivated will assure that the right things get done.

Leaders come in three types:
1.            Enhancer
Enhancers are confident, respected and responsible. They contribute more to the organization and the people they lead than is expected. They are positive and people are excited to be around them and work with them.
2.            Neutralizers
Typically better at managing things than with leading people. They typically have teams that do what is expected but little more. Most are neutral about them as a leader and have a apathetic workplace.
3.         Diminishers
These leaders lack confidence and the ability to galvanize people. Diminishers take more from the organization than they give.  The people who report to them are on guard and cautious when dealing with the diminisher.  There is usually a morale issue surrounding this leader.

Now that I’ve described the types of leaders, take a hard look at your own leadership style and decide which one you are and which one you want to be. The choice is yours. What behaviors do you want to exhibit to your team?  How about in your organization?  It comes down to choosing to lead from a position of personal power verses rank or title.  Go back to the Eisenhower quote and ask yourself this…Are your people doing what they are doing because they want to do it or because they have to do it?  Your style makes the difference.  Choose your style from today forward.


Coach Rick Kolster, CBC is a certified business/life coach, the author of Roll Up Your Sleeves and Get To Work as well as an expert on developing leaders and personal growth. He can be contacted at 817-748-7425 orwww.CoachRickKolster.com


Wednesday, September 17, 2014

The BALD TRUTH - 18 ways you are making your life harder

"Life is not complex.  We are complex.  Life is simple, and the simple thing is the right thing.”
―Oscar Wilde
When we were young life was easier, right?  I know sometimes it seems that way.  But the truth is life still is easy.  It always will be.  The only difference is we’re older, and the older we get, the harder we make things for ourselves.
You see, when we were young we saw the world through simple, hopeful eyes.  We knew what we wanted and we had no biases or concealed agendas.  We liked people who smiled.  We avoided people who frowned.  We ate when we were hungry, drank when we were thirsty, and slept when we were tired.
As we grew older our minds became gradually disillusioned by negative external influences.  At some point we began to hesitate and question our instincts.  When a new obstacle or growing pain arose, we stumbled and fell down.  This happened several times.  Eventually we decided we didn’t want to fall again, but rather than solving the problem that caused us to fall, we avoided it all together.
As a result, we ate comfort food and drank alcohol to numb our wounds and fill our voids.  We worked late nights on purpose to avoid unresolved conflicts at home.  We started holding grudges, playing mind games, and subtly deceiving others and ourselves to get ahead.  And when it didn’t work out, we lived above our means, used lies to cover up lies, and ate and drank some more just to make ourselves feel better again.
Over the course of time, we made our lives harder and harder, and we started losing touch with who we really are and what we really need.
If you’re nodding your head, here are some ways you’re likely making your life harder than it has to be, and some ideas on simplifying things:
1. You look to everyone else for the answers only you can give yourself. – For much of our lives – especially at the beginning – we get told what do, how to think, what looks good, what “success” is, etc.  You don’t have to buy into any of it anymore.  Feel free to peel back the layers.  Think for yourself.  Listen to your Self.  Break the mold.  When you stop doing what everybody else wants you to do and start following your own intuition, you will find exactly what you are looking for.
2. You let others make you feel guilty for living your life. – As long as you’re not hurting anyone else, keep living your life YOUR way.  Sometimes we get lost in trying to live for someone else, trying to meet their expectations, and doing things just to impress them.  Take a moment and think about it.  Are you doing things because you truly believe in them?  Remember your own goals.  Live, do and love so that you are happy, because when it comes down to it, relationships can end in an instant, but you will live with yourself for the rest of your life.
3. You allow toxic people to get the best of you. – You don’t ever have to feel guilty about removing toxic people from your life.  It doesn’t matter whether someone is a relative, romantic interest, colleague, childhood friend or a new acquaintance.  You don’t have to make room for people who cause you pain or make you feel small.  It’s one thing if a person owns up to their behavior and makes an effort to change.  But if a person disregards your feelings, ignores your boundaries and continues to treat you in a harmful way, they need to go.  (Read Toxic People.)
4. You are part of the drama circle. – How would your life be different if you walked away from drama, gossip and verbal defamation?  Let today be the day you speak only about the good you know of other people and encourage others to do the same.  Those that refuse to support you CAN be ignored by you.  It’s as simple as that.  Incredible things happen when you distance yourself from negativity and those who create it.  Don’t get caught up in drama.  Just walk on by.
5. You assign negative intent to other people’s actions. – Another driver cut you off in traffic.  Your friend never texted you back.  Your colleague went to lunch without you.  Everyone can find a reason to be offended on a daily basis.  So what caused you to be offended?  You assigned negative intent to these otherwise innocent actions.  You took it as a personal insult – a slap in the face.  Don’t do this to yourself.  Don’t take things personally.  Don’t assign negative intent to the unintentional actions of others.  Let today be the day you look for the good in everyone you meet.
6. You are too worried that people will steal what you have. – Let this be your wake-up call, especially if you’re an artist, writer, entrepreneur or creative type: There is always more to be gained from sharing knowledge than from hoarding it.  Don’t worry about people stealing your work; worry about the moment they stop.  Be honest, helpful and undeniably good at what you do.  No clever marketing scheme, social media buzzword, or competitor can be a substitute for that, ever.  Whenever people want what you have, regardless of the circumstances, you’re doing it right.
7. You’re trying to compete with everyone else. – If you compete with everyone else, you will become bitter.  If you compete with a previous version of yourself, you will become better.  It’s as simple as that.
8. You have been too much of a taker. – One way to deal with stress and loss is to immerse yourself in doing good for others.  Volunteer.  Get involved in life.  It doesn’t even have to be a big, structured event.  Say a kind word.  Encourage someone nearby.  Pay a visit to someone who is alone.  Get away from your self-preoccupation for a while.  When it comes down to it, there are two types of people in this world.  There are givers and there are takers.  Givers are happy.  Takers are still unhappily wondering what’s in it for them.
9. You focus on popularity over effectiveness. – Seek respect, not attention.  It lasts longer and it’s far more useful in the end.  Do things and build things that make a lasting difference.  And above all, never confuse popularity with effectiveness.  Being popular means you’re liked for a while.  Being effective means you’ve made a difference.
10. You keep cutting corners and taking the easy way out. – Do what is right, not what is easy.  And do the right thing even if no one else will ever know.  Why?  Because YOU will know.
11. You focus on every point in time other than now. – You can’t change yesterday, but you can ruin today by worrying about tomorrow.  Be present.  Tomorrow will reveal itself exactly as it should, just as yesterday already has.
12. You are stuck on your mistakes. – It’s important that we forgive ourselves for making mistakes.  We need to learn from our errors and move forward.  Make a pact with yourself today to not be defined by your past.  Sometimes the greatest thing to come out of all your hard work isn’t what you get for it, but what you learn from it.  A happy, successful life, after all, is not a life absent of problems, but one that’s been able to rise above them.  (Angel and I discuss this in detail in the “Adversity” chapter of 1,000 Little Things Happy, Successful People Do Differently.)
13. You have an “all or nothing” mentality. – There’s no such thing as perfect success, just as there’s no such thing as perfect failure.  This is why labeling things in extremes – all or nothing – success or failure – is an exercise in futility.  What does exist, however, is a continuous series of imperfect moments filled with infinite possibilities and opportunities.  Appreciate the grey area between the extremes – the journey – the experiences.  And above all, never let success get to your head or failure get to your heart.
14. You expect life to always be happy. – The world can be a difficult place.  You may experience suffering, heartbreak and loss.  These circumstances can take a toll on your happiness, but do not lose hope.  Think about the Yin and Yang in Chinese philosophy, which states that opposite forces are often interconnected.  In suffering, you can find great strength, in heartbreak you can find resilience, and in loss you can find a renewed appreciation for life.  Life is always Yin and Yang.  Opposites are interdependent and interconnected.  You can’t completely shield yourself from sadness without also shielding yourself from happiness.
15. You keep thinking about worst-case scenarios. - Sometimes your mind unnecessarily wrestles with events that aren’t even remotely likely.  Your sore throat is life threatening.  Your lost driver’s license fell into the hands of a miscreant looking to steal your identity.  Negativity like this only breeds more negativity.  It’s a happiness riptide.  It will carry you away from shore, and if you don’t swim away it will pull you under.  The bottom line is that you can see the world through a lens of doubt and despair or hope and excitement.  It’s your choice.  Either way, you will someday arrive at the same destination.  The only question is: Do you want to arrive with a frown or a smile?
16. You’re letting loss devour you. – Sometimes you have to work at happiness.  Some hurdles in life are too difficult to clear simply by adopting a positive mindset.  Do you need to forgive someone?  Do you need to let go of a failed relationship?  Do you need to come to terms with the death of a loved one?  Life is full of loss.  But, in a sense, true happiness would not be possible without it.  It helps us appreciate the good times.  It helps us grow.  If you’re struggling to see the light, you’re not alone.  Find someone who understands and talk to them.  Reach out for support.  Don’t let loss devour you.  (Read Second Firsts.)
17. You avoid facing the truth. – The truth does not cease to exist when it is ignored.  You cannot find peace by avoiding things.  You have to feel it to heal it.  Bring your fears and weaknesses front and center and shine a blazing spotlight on them.  Because the only way out is through.  The pain of facing the truth is SO worth it in the long run, I swear.
18. You put off making decisions. – Bad decisions are almost always better than no decisions at all.  Indecisiveness just delays, while bad decisions teach us to yield better ones.  In the end, we most often regret the chances we didn’t take, the relationships we were afraid to have, and the decisions we waited too long to make.

YOUR TURN…

As you know, when we stop doing the wrong things and start doing the right things, life gets easier.  It just makes sense.  So how have you been making your life harder than it has to be?   What can you do today to simplify things?  Leave a comment below and let us know.
Credits: Written by Marc Chernoff of Marc and Angel Hack Life, where this was originally featured.
Coach Rick Kolster, CBC is a certified business/life coach, the author Roll Up Your Sleeves and Get To Work and co-author of Selling for Geniuses as well as a motivational speaker on personal growth. He can be contacted at 817-748-7425 or Rick@CoachRickKolster.comwww.CoachRickKolster.com

Wednesday, August 27, 2014

The BALD TRUTH: Are you using protection?

Are you using protection?

Every day businesses and business owners are susceptible to many attacks and challenges that could devastate their hard work and livelihood.  Are you one of those businesses or owners? A survey by Forbes Magazine showed some interesting facts:  Over 500,000 new businesses are started each month. Almost 40% of these small businesses never make it to their second anniversary. Yet another 55% never make it past 5 years. Only about 1/3rd make it to 10 years. Why?

Three main killers of a businesses
1.    Lack of cash flow
2.    Poor leadership and customer service
3.    Lack of a strategic plan

Over the next few posts I will address each of these three major challenges that business leaders fail to protect themselves from and will kill a business.

Lack of Cash flow.
Starting a new venture takes a bunch of things, one of which is a basic knowledge of business and how to sell your product or service.  Over the past 11 years I have been working with clients to create sustainable and profitable businesses I have found that this is the thing that will kill a business.  So you are probably asking yourself, how this relates to the 3 killers of a business.

Bottom line, no sales, no cash flow, no cash flow, no business. Simple but true.  So often a client has made the decision to step out, start a business based on their technical expertise and has yet to learn how to sell what they do. They also start without enough capital in reserve.  Result.  FAIL!  It has been said and I believe “that nothing happens until a sale is made”.  If no one is selling, I can guarantee tis, no one is buying. 
 
Ok how does lack of cash flow kill a business?  I have learned that cash flow is king and with a consistent flow of cash into a business there is hope. Now if it is a negative cash flow, there is a challenge for sure. When I opened my first restaurant in 1981 we did everything on a shoestring and were literally taking from Peter to pay Paul. What does that mean? What it means is we used cash flow to pay immediate critical bills (electric and staff) while others  (beer and food vendors) we used float time to let our cash reserves replenish to take care of other these less critical expenses. My partner and I became known as the kings of the float.

We would pack the bar out on Thursday Friday and Saturday with happy hour and late night biz.   What that means is we would always write checks late on Friday to the beer and food vendors knowing they would wait until Monday to deposit, giving us three days to use the cash flow and float to keep us going.  Now this just was used as a strategy as we started, once we established the business and we began to see positive cash flow, things smoothed out.  Still I learned that cash flow is king.

So to protect your business, focus first on your cash flow and protect it like a chastity belt protects a virgin. But that's something for another time.  Until next month protect your business and remember cash flow is king.

Coach Rick Kolster, CBC is a certified business/life coach, the author of Selling for Geniuses and Roll Up Your Sleeves and Get To Work as well as a motivational speaker on personal growth. He can be contacted at 817-748-7425 or Rick@CoachRickKolster.com www.CoachRickKolster.com


Tuesday, July 29, 2014

The BALD TRUTH Homeless, Horseless and Hopeless

Ignorance is the state of being uninformed (lack of knowledge) It does not mean one is stupid, just that they may not or don’t have all the facts.



Ignorance
The most painful experience I have ever had was caused by ignorance.  Before you all jump on the “band wagon” and start saying how mean I am to say someone is ignorant, let’s just take a second to define “Ignorance”.

According to the always correct internet site Wikipedia…  < Ignorance is the state of being uninformed (lack of knowledge) It does not mean one is stupid, just that they may not or don’t have all the facts. >


OK,  back to my story…
I have always had an approach in my life that I can and will take care of myself.  I accept responsibility for my own well-being.  In fact back in the 80’s while working in my first career in the restaurant business I experienced some major losses and financial struggles.  So bad that I had my car repossessed, lost my apartment and my job and was crashing on a friend’s floor.

It was my ignorance that had gotten me there.  I was uninformed or didn’t know the real consequences of not keeping up with my bills.  I got to partying all the time, and neglected my responsibilities.  This created a problem for me.  Or problems… I was homeless, horseless and hopeless.

Ignorance isn’t just not having the facts; it is also taking actions on the wrong facts. Making decisions based on your own lack of information and being wrong.  Because of this many make value judgments based on a lack of knowledge and assumptions, this can lead to anger, disappointment and even to hate.

Now hate is a strong word too.  Hate can consume you and control you to the point of stealing all your time and energy away from you.  It can and will suck the life out of you and with energy focused on the wrong things ultimately make you totally unproductive.  This is what happened to me. I fell into a cycle of unproductivity and self-doubt that only a swift kick in the seat or smack upside the head was going to cure.  Well that combo kick/smack came in the form of a man I will be forever grateful. 

He probably doesn't know this, nor have I ever told him but Dave Gilbert gave me hope in 1984.  That’s right , hope. He believed in me and showed me.  He saw something in me that had been pushed down so deep that I was spiraling out of control.  He gave me a chance, hope for the future. He asked me to come work for him in the biggest, baddest nightclub in Houston, TX. He got me working, riding and living again.  See I had fallen into an unhealthy place physically and emotionally but he pulled me back up. For that I am grateful and forever in his debt. 

Lastly,  When you act and react without full info (ignorance) be prepared for the consequences. However, have hope that around the corner is that one person who has his or her hand out to help you out that will get you out of the hole you are in.  Hope is the answer to ignorance.  Folks have hope and give hope. Be a hope maker!


Until next time. That is the BALD TRUTH! Now Roll Up Your Sleeves and Get To Work


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  

Monday, July 7, 2014

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