Toner and More

I recently realized that I would soon need a new Drum for my HP LaserJet2500L. From past experience I knew that while I can get toner at any office supply store, I can't get the drum locally. So, being proactive, I went online to order one. After a bit of searching, I decided to order a re-manufactured product at a significant savings.

The order went to PrimeToner.com. Previously, I knew nothing about this organization, but the order process went smoothly online and I received an email confirming shipment. I was feeling pretty good about my purchase.

The box arrived a couple of days ago, and in doing some work in in my office I decided to open it up this morning.

Within 1 minute this company has guaranteed themselves my next purchase (assuming the product is satisfactory).

1. A card for a 5% discount on my next order. Very nice. Not huge, and not incredible, but valuable.
2. Inside the box, near the top of the Styrofoam peanuts, is a copy of the DVD of the movie The Legend of Bagger Vance. I don't know how Bagger Vance relates to toner. But I know I was surprised and impressed (and I like the movie).

The lessons for all of us in delivering better Customer Service:

- Get the basics down. While they should be a baseline, when they are well executed, it is always welcomes and usually noticed.
- Reward me for my business and you will turn me into a long term Customer.
An additional surprise doesn't have to be extravagant (I'me sure they bought these for less than $5 wholesale).
- Surprise me in unusual ways and I will tell others.

How can you apply these lessons today?

Conversation or Discussion?

In my Powerquotes Plus members today received the following...

"Conversation means being able to disagree and still continue the discussion."

- Dwight Macdonald, author and editor

Questions to Ponder

1. Given this definition, how often am I in conversation, rather than discussion?

2. What is my biggest barrier to conversation?

Actions to Consider

1. Listen more.

2. Keep an open mind.

3. And focus on conversation, not discussion.

Make it a Day of Conversation!

To which a long-time member wrote ...

I apologize, but I'm in having a bit of confusion over this one. It appears to me that "conversation" is a superset of "discussion" rather than something different or contrasting. I believe that "conversation" vs. "arguing," or something similar, may be the contraries.

And here is how I replied...

...For many people, the idea of a discussion is something akin to a debate, where two sides "discuss" a topic, hoping to convince their "opponent" to agree with them. In fact, the origin of the word discussion literally means to "smash to pieces." (It shares a similar history with the word concussion - ouch!) Some people have "discussions" with their bosses. They have "discussions" with their parents (or children). With those origins, it is clear to see why many people carry a somewhat negative perspective of this word...

Which is why I like conversation or dialogue as a concept and expectation for positive, collaborative interchange. As you can see, I might not have used the authors words, but I think his point is valuable.

It is valuable, because the words we choose matter. In your next intercahnge, whether with a colleague, family member, customer, or neighbor, have a conversation, because I'm sure you don't want to "smash something to pieces."

Converse.

Listen.

And keep an open mind.

Do the Unexpected

Ben McConnell and Jackie Huba's blog, Church of the Customer is one of my favorite blogs. Forbes apparently agrees as they were selected as one of their favorite marketing blogs.

Posts like this one are the reason why. Ben describes a recent trip to the dentist (Hint, go read it), and closes with a powerfully profound quote:

"For service providers, generating word of mouth often means doing the emotionally unexpected."

Indeed. Ask yourself what emotionally unexpected thing you can do for your Customers/Clients (or those you lead or work with or live with for that matter) tomorrow/today/right now?