Success leaves clues. Every time I interview a highly effective company, certain elements keep showing up, regardless of the size or type of business. Those elements can be applied to your company and lead you to uncommon success. Here are a few clues for making a name for yourself and your company.
Clue #1: Notice what works. Jack Canfield, the author of The Success Principles, has a brilliant way of simplifying the attainment of goals. He compares acquiring success to discovering the combination to a lock. When you learn what numbers open the lock, it doesn’t matter who you are, what your challenges are, or how much money you have. Simply turn to the correct numbers and open your lock.
If you’re like me, you might sometimes get stuck because you aren’t sure what the right next move should be. That’s the time to get curious, learn, and notice what works. The phrase, “leaders are learners” fit every successful company leader I’ve met. Want happy customers? Notice what companies with loyal followings do to keep them coming back. Adapt and apply what makes sense for your company, and notice what works.
Clue #2: Know how to answer the question: “Who are you?” When we interviewed Andrew Androff of Professional Movers of Walled Lake, Michigan, one of the most powerful statements he made was this: “We really aren’t a moving company. We’re a customer service company that happens to move.” Know in your bones that you are a customer service company and your customers will feel the difference.
When I conduct full-day customer service training, I like to start with a group activity. Every attendee is asked to answer the question, “Who am I?” The question is asked over and over and over again. At first the answers are predictable:
Who are you? “I’m Steve Smith.”
Who are you? “I’m a department manager.”
Who are you? “I’m someone who’s worked at the company for 2 years.”
In less than a minute, their answers start going much deeper as they get in touch with who they really are:
Who are you? “I’m a problem solver.”
Who are you? “I am a caring person.”
Who are you? “I am someone who wants to do a good job and make a difference.”
Are you clear about who you are, and how it contributes to the customer experience? It can make a profound difference.
Clue #3: Offer low pressure, high pleasure experiences. The Green Company is a building and developing company that has an impressive 97.5% of customers saying they would recommend them to others. Fifty-five percent of their sales come from buyer referrals. They attribute this to their extensive efforts at nurturing relationships. Customers don’t feel like they’re being “sold.” They are treated to a pleasurable experience (including fresh baked cookies) and a caring, attentive staff who have developed specific ways to show they care before, during AND after the sale.
Clue #4: Attitude trumps experience. You can have 20 years experience in your field, have tons of education, and a good work ethic, but if your attitude is off-putting to customers, your company will suffer. Peggy Wynne Borgan of the luxurious Preston Wynne Spa, in Sarasota, California, picks attitude over experience every time she hires. During our interview with her, she said, “We can’t fix what their parents didn’t get right.” She has discovered that you can’t take someone who doesn’t share your core values and expect them to fit in to your company culture.
I ran into this myself while doing some customer service training for a company going through transition. During my time with them, it became apparent that one manager had a defeatist attitude and the negativity was affecting morale (and no doubt, the customer experience.) It’s fine when an employee stirs the pot by posing challenging questions, as long as she has a team-player attitude. Those challenging questions can help steer a company in an even better direction. This person did not. Instead, he resented the extra work that the company changes were causing him. He sucked the energy right out of the room, rather than rolling up his sleeves and appreciating the opportunity the changes would offer their customers and staff in the long run.
A bad attitude is contagious. Even inspired leaders can catch and spread it. By being aware of how you feel and the message you’re sending, you’ll be quick to shift into a more productive state of mind.
What do you think? Do you have a customer service clue to share with our readers that will help them make a fine name for themselves? We welcome your comments.
To learn more about the customer service strategies used by all of the companies mentioned in this article, read, Who’s Your Gladys?
Marilyn Suttle is the co-author of the best-selling customer service book, “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan.” She is president of Suttle Enterprises, a personal and professional growth training firm through which she has taught thousands across the country how to have happier, more productive relationships with customers, coworkers, and even their children. You can reach Marilyn at Marilyn@MarilynSuttle.com#p#分页标题#e#
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