Several months ago I received a call from a writer doing a story for Entrepreneur Magazine. After a fifteen or so minute conversation, I was told my comments might be used in an upcoming issue of the magazine. I thought that sounded cool. A week or so laters I got a call confirming some information and was told the piece would be in the June issue.
It wasn't.
Since I hadn't gotten a contact person's name (duh Kevin!) I assumed that the story had been cut and thought nothing more about it.
Until I got another call saying that a version of the original story would now be in the November issue. I thanked the person (and got their name and email address . . . I DO learn eventually).
So now there is a couple sentences from me in this month's Entrepreneur Magazine. While I am glad it is there, I think I'll remember my lessons (be patient and get a name!) longer than I will remember what was said in the short article.
If you want to read some thoughts about Customers and how trade-ins can be a valuable way to serve and retain Customers, you can read it HERE.
Sunday, October 30, 2005
Sunday, August 21, 2005
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?
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?
Tuesday, August 16, 2005
Conversation or Discussion?
In my Powerquotes Plus members today received the following...
To which a long-time member wrote ...
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.
"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.
Monday, August 1, 2005
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?
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?
Sunday, July 24, 2005
Note to Hotels - It isn't Just the Bed
I'm back to blogging after a week's vacation in Cocoa Beach Florida ... a week's vacation, with a one day business excursion to South San Francisco to speak at the HR Star Conference on Wednesday sandwiched in.
I flew into SFO late Tuesday night and stayed at the Four Points by Sheraton in South San Francisco. I noticed on my arrival that this chain has decided to differentiate itself with new beds, just like many other chains (which limits the value of the differentiation, doesn't it?) While the bed was nice, and the high speed access appreciated (and now expected), what defined my experience was a bent piece of metal and plastic called a shower rod.
I've stayed in all sorts of hotels from Family Ins to Five Seasons, from Holiday Inn Expresses to Hyatts and Red Roof Inns to Radisons. And in most all of them I couldn't take a shower without part of my body either on the shower wall or on the shower curtain. So I immediately noticed the curved shower curtain rod the the Four Points, because it made the shower a much more pleasant place to be.
The moral of this story is that we can please, delight and wow Customers in many ways, and some of the best ways are little ways.
Whatever your business, look for your equivalent of the curved shower rod. And remember that all the little things that might not even cost anything, might mean more to your Customers than the big new planned investment in a branded bed.
What is your curved shower rod?
I flew into SFO late Tuesday night and stayed at the Four Points by Sheraton in South San Francisco. I noticed on my arrival that this chain has decided to differentiate itself with new beds, just like many other chains (which limits the value of the differentiation, doesn't it?) While the bed was nice, and the high speed access appreciated (and now expected), what defined my experience was a bent piece of metal and plastic called a shower rod.
I've stayed in all sorts of hotels from Family Ins to Five Seasons, from Holiday Inn Expresses to Hyatts and Red Roof Inns to Radisons. And in most all of them I couldn't take a shower without part of my body either on the shower wall or on the shower curtain. So I immediately noticed the curved shower curtain rod the the Four Points, because it made the shower a much more pleasant place to be.
The moral of this story is that we can please, delight and wow Customers in many ways, and some of the best ways are little ways.
Whatever your business, look for your equivalent of the curved shower rod. And remember that all the little things that might not even cost anything, might mean more to your Customers than the big new planned investment in a branded bed.
What is your curved shower rod?
Tuesday, July 5, 2005
How Customer Focused is it?
A random act of surfing tonight led me to Armytage and Mason Blog (subtitled The Blog for Strung Out Managers Everywhere!). Their most recent post shared a link to an interesting website - Customer Focus Calculator.
The site says, "As proud as you may be of your company and your product or service, most customers only care about how well you can help them meet their wants and needs. If you want more of them to buy, your focus has to be on your customer. How do you communicate that to them? With the words you use on your site. Are you talking mostly about them and their needs or are you talking mostly about yourself?"
The calculator analyzes a webpage you submit or it can review any copy from a brochure, advertisement, to help you see where the focus of your copy is.
It isn't perfect, but they don't purport it to be, but it is a great way to look at how Customer focused your writing is.
The site says, "As proud as you may be of your company and your product or service, most customers only care about how well you can help them meet their wants and needs. If you want more of them to buy, your focus has to be on your customer. How do you communicate that to them? With the words you use on your site. Are you talking mostly about them and their needs or are you talking mostly about yourself?"
The calculator analyzes a webpage you submit or it can review any copy from a brochure, advertisement, to help you see where the focus of your copy is.
It isn't perfect, but they don't purport it to be, but it is a great way to look at how Customer focused your writing is.
Wednesday, June 29, 2005
WIIFW, II
Last week I wrote about a speech topic that captivated me (What's In It For We?). At that time I promised to share of summary of the talk with you here.
Guy Harris gave the talk at the monthly meeting of Rainmakers, here in Indianapolis. He told us he wanted to change our thinking about collaboration, to get us thinking about What's In It For We? His three main points were:
1. Effective collaboration is the key to your financial and business success.
2. How you think determines how others react to you.
3. Ask the wrong questions, get the wrong answer - therefore get the right answers by asking the right questions. (in this case, "What's in it for We" questions).
So, the circle looks like this...
1. You first decide you want to be a better collaborator,
2. So you discipline yourself to ask the WIIFW questions,
3. Which leads to thoughts consistent with that goal,
4. Which leads to your actions being consistent with those thoughts,
4. Which leads to people responding to your WIIFW approach,
5. Which leads to collaborative relationships and successful collaborations,
6/1. Which leads you to increase your desire for more collaboration.
I was taken by the title question, which is why I wrote the initial post. And the talk itself didn't disappoint.
Thanks Guy.
If you are reading and have ideas of ways we could collaborate, I'd love to hear them!
Guy Harris gave the talk at the monthly meeting of Rainmakers, here in Indianapolis. He told us he wanted to change our thinking about collaboration, to get us thinking about What's In It For We? His three main points were:
1. Effective collaboration is the key to your financial and business success.
2. How you think determines how others react to you.
3. Ask the wrong questions, get the wrong answer - therefore get the right answers by asking the right questions. (in this case, "What's in it for We" questions).
So, the circle looks like this...
1. You first decide you want to be a better collaborator,
2. So you discipline yourself to ask the WIIFW questions,
3. Which leads to thoughts consistent with that goal,
4. Which leads to your actions being consistent with those thoughts,
4. Which leads to people responding to your WIIFW approach,
5. Which leads to collaborative relationships and successful collaborations,
6/1. Which leads you to increase your desire for more collaboration.
I was taken by the title question, which is why I wrote the initial post. And the talk itself didn't disappoint.
Thanks Guy.
If you are reading and have ideas of ways we could collaborate, I'd love to hear them!
Subscribe to:
Posts (Atom)
