While reviewing a new program from Charthouse Learning called Leader Fish! (a program for leaders based on the Fish! philosophy, I heard a phrase used by Southwest Airlines people on the DVD. They talked about leaning towards the Customer.
This comment was made talking about encouraging people to try new things and not to be afraid of making mistakes. The comment was that no one will ever get in trouble for a decision if they are leaning towards the Customer.
Which led me to some questions . . .
Did I lean towards my Customers today?
Did I encourage my team to lean towards a Customer?
How can we lean tomorrow?
How can we lean next week?
Leaning towards Customers. It obviously works for Southwest. There is every reason it can work for you too.
Go ahead...
lean towards your Customer.
Friday, May 4, 2007
Wednesday, May 2, 2007
Speaking Their Language
To be the most effective as a communicator, it is our responsibility to communicate in ways that work for the other person. We must become adept at seeing the other person's perspective, their skills and their style. One of the best short pieces I've read recently on this truth was written by Guy Harris (who calls himself the Recovering Engineer) this week.
This communication truth applies to us in all areas of our communication - in working with Customers, leading others, being a part of a team and more.
His article really hit home for me, and I believe it will for you too. It is titled Speaking Their Language, and I highly recommend reading it.
This communication truth applies to us in all areas of our communication - in working with Customers, leading others, being a part of a team and more.
His article really hit home for me, and I believe it will for you too. It is titled Speaking Their Language, and I highly recommend reading it.
Tuesday, May 1, 2007
Customer Loyalty Guaranteed!
I had the distinct pleasure of reading a pre publication copy of Chip Bell and John Patterson's new book entitled Customer Loyalty Guaranteed. This book comes out this fall and I encourage you to put it on Amazon wish list today. The book delivers on its promise on helping you to create, maintain and lead for Customer Service and it's a book that you want when it is published by Adams Media in September.
How did I get to read a draft of the book? I was asked to give a testimonial for it, and here is what I wrote:
"Read this book, and put the ideas into action and you will do exactly as the title suggests, you'll guarantee customer loyalty. If you have customers, read this book."
How did I get to read a draft of the book? I was asked to give a testimonial for it, and here is what I wrote:
"Read this book, and put the ideas into action and you will do exactly as the title suggests, you'll guarantee customer loyalty. If you have customers, read this book."
Wednesday, April 18, 2007
PhotoReading and Thoughts about Promoting, Selling, and Communicating
I am a customer of PhotoReading - a product of Learning Strategies. You can check out my reviews of both the book and the full system as written about in my newsletter, Unleash Your Potential.
I also recently, partnered with Learning Strategies to promote this product to our Powerquotes list . . . which is why I write this post.
A couple of my readers emailed me expressing concern about me "hawking" this product to my list. I replied to these readers with my thanks for their notes and I addressed their concerns.
I wasn't hawking a product, but promoting something I feel is of great value. I wasn't selling it to make a commission, though I will make one. I was sharing the opportunity with people because I see the value and benefits to them. If you are interested in learning more, you can go here.
The lesson for all of us is that it is important that we make our true intentions clear. When we are transparent and truly working from a position of providing value and benefit to the other person, we can't just assume the other person will see this perspective.
As you communicate with others make sure you message and your intent is clear, and you will have much greater success in the communication process and in building the relationship.
I also recently, partnered with Learning Strategies to promote this product to our Powerquotes list . . . which is why I write this post.
A couple of my readers emailed me expressing concern about me "hawking" this product to my list. I replied to these readers with my thanks for their notes and I addressed their concerns.
I wasn't hawking a product, but promoting something I feel is of great value. I wasn't selling it to make a commission, though I will make one. I was sharing the opportunity with people because I see the value and benefits to them. If you are interested in learning more, you can go here.
The lesson for all of us is that it is important that we make our true intentions clear. When we are transparent and truly working from a position of providing value and benefit to the other person, we can't just assume the other person will see this perspective.
As you communicate with others make sure you message and your intent is clear, and you will have much greater success in the communication process and in building the relationship.
Friday, March 9, 2007
The Power of Gratefulness
It seems everywhere I look, turn or listen I find messages about gratitude. I've always been a person who tries to "count my blessings" and be grateful for the wonderful (and even the not-so-wonderful) things in my life.
I believe that when we need greater lessons and understanding of a topic or idea, if we listen, those lessons will be made available to us. The more I "notice" lessons on gratitude, the more I'm convinced I was ready for deeper lessons.
I have in the past few months become more disciplined about being in a state of gratitude and reminding myself of the things I am grateful for each day. There is no question that this practice is making a difference in my life.
This is not just a personal "feeling better about myself and my world" topic either - there is loads of research that shows that when we are more grateful we build relationships more effectively, communicate more positively and are more effective and efficient. Note this recent post in Curt Rosengren's wonderful Occupational Adventure blog.
It describes a fascinating study of the tangible benefits of being grateful. I encourage you to read it.
Here is an exercise to try today. Before your next meeting, take 2 minutes to write down five things you have to be grateful for over the past two weeks. These can be small or large things - it doesn't matter. Notice how you frame issues and communicate differently in the meeting.
Once you have done this for yourself a couple of times, take a bigger risk (it really isn't a risk but it might feel like one right now) and ask everyone in the meeting to do the same thing.
This isn't a sharing exercise - reassure people that they won't be asked to share what is on their list - it is a personal gratitude exercise.
Taking this action will create a new energy and focus for your meeting. You will create more ideas, and more positive, encouraging conversation.
This is just one example reflecting on your gratitude. (If you are immediately interested and want some other ideas go here.) In the coming weeks and months, I might well have more to share in this area. But even if I don't, this one exercise can make a positive difference in your life when you do it.
I believe that when we need greater lessons and understanding of a topic or idea, if we listen, those lessons will be made available to us. The more I "notice" lessons on gratitude, the more I'm convinced I was ready for deeper lessons.
I have in the past few months become more disciplined about being in a state of gratitude and reminding myself of the things I am grateful for each day. There is no question that this practice is making a difference in my life.
This is not just a personal "feeling better about myself and my world" topic either - there is loads of research that shows that when we are more grateful we build relationships more effectively, communicate more positively and are more effective and efficient. Note this recent post in Curt Rosengren's wonderful Occupational Adventure blog.
It describes a fascinating study of the tangible benefits of being grateful. I encourage you to read it.
Here is an exercise to try today. Before your next meeting, take 2 minutes to write down five things you have to be grateful for over the past two weeks. These can be small or large things - it doesn't matter. Notice how you frame issues and communicate differently in the meeting.
Once you have done this for yourself a couple of times, take a bigger risk (it really isn't a risk but it might feel like one right now) and ask everyone in the meeting to do the same thing.
This isn't a sharing exercise - reassure people that they won't be asked to share what is on their list - it is a personal gratitude exercise.
Taking this action will create a new energy and focus for your meeting. You will create more ideas, and more positive, encouraging conversation.
This is just one example reflecting on your gratitude. (If you are immediately interested and want some other ideas go here.) In the coming weeks and months, I might well have more to share in this area. But even if I don't, this one exercise can make a positive difference in your life when you do it.
Thursday, February 1, 2007
What Could I Stop Doing?
I met with a new friend today. He is the Vice President for Business Development at a bank. He told me he made a decision about six months ago. His decision?
"I decided to stop selling banking solutions."
He isn't a slacker - he hasn't stopped working or drawing a paycheck. But rather than trying to sell a banking solution he has been trying to connect and help people - to build relationships.
His results?
Production was double of the first six months of the year and he topped his annual target by 25%.
Reminds me of my new question - How can I help you reach your goals in 2007? (see post here.)
Here's a question for you - what could you stop doing today that would help others more and therefore give you greater results with more fun?
"I decided to stop selling banking solutions."
He isn't a slacker - he hasn't stopped working or drawing a paycheck. But rather than trying to sell a banking solution he has been trying to connect and help people - to build relationships.
His results?
Production was double of the first six months of the year and he topped his annual target by 25%.
Reminds me of my new question - How can I help you reach your goals in 2007? (see post here.)
Here's a question for you - what could you stop doing today that would help others more and therefore give you greater results with more fun?
Tuesday, January 23, 2007
Helping Others Reach Their Goals
In an organizational context, there are may connections between our work and helping others reach their goals. Consider:
- It is our responsibility and opportunity as a leader to help others reach their goals.
- As members of teams we have the chance to help others reach their goals.
- As a trainer you are in a unique position to help people reach their goals
- When serving Customers, by definition, if in only a small way that is what you are doing.
Perhaps because of all of these factors, I have been ending emails with "Let me know how I can help you reach your goals in 2007" for a few days now. Since doing so, several interesting things have happened.
1. On the day I decided to make this a regular part of many emails, I sent a note to a colleague and friend, ending it that way. Her response included: "Oh baby - I love that question "please let me know what I can do to help you reach your 2007 goals". That's awesome and right back atcha." She added that a friend of hers had asked her the same question the day before and was also resolved to ask people that question everyday.
2. I added it to my basic email signature yesterday, and a person I didn't know emailed me a question. My inclusion of that line caused him to send a note asking for some help which I was able to provide. (It also led to me finding out that one of my articles was reprinted in a very visible place I was unaware of).
3. Several people have replied, asking me what they can do to help me.
4. Perhaps more important than these occurrences is that I am now much more consciously focused on helping others reach their goals. Not only is that good business, given the business that I am in, but it feels great.
I urge you to ask this question of others in your own way in the coming days. And let me close by saying...
Let me know what I can do to help you reach your goals in 2007.
- It is our responsibility and opportunity as a leader to help others reach their goals.
- As members of teams we have the chance to help others reach their goals.
- As a trainer you are in a unique position to help people reach their goals
- When serving Customers, by definition, if in only a small way that is what you are doing.
Perhaps because of all of these factors, I have been ending emails with "Let me know how I can help you reach your goals in 2007" for a few days now. Since doing so, several interesting things have happened.
1. On the day I decided to make this a regular part of many emails, I sent a note to a colleague and friend, ending it that way. Her response included: "Oh baby - I love that question "please let me know what I can do to help you reach your 2007 goals". That's awesome and right back atcha." She added that a friend of hers had asked her the same question the day before and was also resolved to ask people that question everyday.
2. I added it to my basic email signature yesterday, and a person I didn't know emailed me a question. My inclusion of that line caused him to send a note asking for some help which I was able to provide. (It also led to me finding out that one of my articles was reprinted in a very visible place I was unaware of).
3. Several people have replied, asking me what they can do to help me.
4. Perhaps more important than these occurrences is that I am now much more consciously focused on helping others reach their goals. Not only is that good business, given the business that I am in, but it feels great.
I urge you to ask this question of others in your own way in the coming days. And let me close by saying...
Let me know what I can do to help you reach your goals in 2007.
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