Tag Archives: service

Jun 25 2012
2 Comments
Discipline, Focus

3

What if you committed to doing/accomplishing 3 big things today?

This could include: making the hard call, apologizing, overcoming a fear, offering to serve, starting a blog, buying the domain for your idea, etc.

What if?

And what if you shared your big 3 someone? What if you had accountability?

What if you repeated this daily? Even on days off. Big 3 doesn’t always have to mean business.

What if?

I bet 30 days from now, after you’ve made 90 big leaps in just 720 hours, you wouldn’t have it any other way.

Vamonos.

 

Tagged , , , , , , , ,
Jun 20 2012
2 Comments
Business, Change The World, Creativity, Imagination, Leadership

Never.

Never lose your sense of wonderment.

Never trade great for good enough.

Never overlook the good.

Never look around the bad.

Never pass on the chance to make someone’s day.

Hard as it may be, never fail to finish that thought, that dream, that idea, or that song.

Nevermind is the #1 cause of all dream deaths.

Tagged , , , , , , ,
Jun 07 2012
Leave a comment
Business, Creativity, Discipline, Focus, Imagination, Leadership, Let The Music Play, Marketing, Music

Leave Them Asking How & Leave The Cat In The Box

No matter the transaction, the service, or the product – when you leave the customer asking “How did they do that???” – you win.

Zappos calls this “wowing” your customer. Wow is now a verb.

You win because astonishment is sharable. We can’t keep astonishing things to ourselves. So we share how you “wow’d” us and the people who hear the story come to you at some point to see it for themselves.

Secondly, you win because they come back for another wow at some point. AND, Sale #2 is a much easier credit card swipe for them than sale #1. “Swipe. Now wow me again, please.”

Examples of leaving the customer asking how….

  • The amazingly rolled sushi roll.
  • The perfectly done hairdo.
  • The custom fitted suit.
  • The perfectly played song set.
  • The 10 minute oil change.
  • The 3 day shipping arriving the next day.
  • Etc.

The problem here is if they can find out how you do what you do they may:

A) Find a way to do it themselves.

B) Go find someone, not you, to do it cheaper.

This is highly unlikely if your wow is off the charts though.

In summary, just to be safe, don’t let your “wow” cat out of the box.

PS – Here’s a secret. Loving your neighbor (customer) like yourself wow’s 99.9% of the time. I’m not asking you to reinvent the wheel. I’m simply asking you be human.

#LTMP

 

Tagged , , , , , ,
May 16 2012
Leave a comment
Business, Creativity, Discipline, Focus, Imagination, Leadership, Marketing, Real Estate

Gibberish

In the midst of your product, service, or brand transaction careful with your choice of words. Even though, you know the lingo and how it works – the customer may not.

For instance…

Today, the Realtor should have only one song streaming in his car while his clients are riding with him…INTEREST RATES WILL NEVER BE THIS LOW AGAIN. He should play that song over and over and over. And he should not just say they are 3.75% fixed over 30 years – that doesn’t mean much to most people. He should paint the picture of what rates were just a few years ago, and show the difference in monthly payments and interest saved. Like the blog at I’m A Happy Buyer.

The financial advisor should probably stay away from his opinion of the “T-Bill” and simply advise us with historical charts of different fund performance, potential dividend performance, and tax benefits when we hand him our dollar. GDP is not on our radar when we’re talking about retirement and college tuition.

The car salesman, for most people, should abandon words like torque, hemi, and maybe even MPG. Just show us what THIS car will cost compared THAT car to fill up once gas hit $5.00 gallon. We’ll make the call from there.

Or what about beer? At the ball park the only word associated with the brew that the consumer is concerned with is cold. This is not the time to discuss born on dates, filtering, and calories. Not the case at an upper end micro-brewery in Boston. The consumer there is very beechwood and hops conscious, so it’s ok to go there with him.

The higher price of poker becomes in the transaction the more basic the vocabulary should be. The fancier your words, the more we feel we’re being sold not served. Simple wins in sales, so be careful with your gibberish.

Put another way – We’re not impressed when you know a lot…we’re impressed when we walk away knowing a lot more than when we came to you.

Tagged , , , , , , ,
May 01 2012
Leave a comment
Business, Leadership

Lost and Found

Let’s take the people who make up your marketplace and divide them into two categories: Lost and Found.
By lost I mean the ones that have never done business with you. We don’t mean lost in the sense that they don’t have “it” all together. They may know you and/or your brand, but they’ve never experienced it. Simply put, they’re not found in your database – therefore, to your business – they’re lost (not present).
And by found I mean those current, referred, and past clients, customers, or users. These guys use your websites, services, products, facilities, brands, etc. They’ve paid you or are going to be paying you.
It can be very tempting to go all in on trying to convert the lost. Proceed with caution. In a loud world that is shrinking in size daily, most of what you tweet and tell them will fall upon deaf ears. They probably aren’t looking for a new/better ____________.
On the flip slide, in a word of mouth economy, your R.O.I. on communicating often and well with the founds will not only be more affordable in the short run, but will disperse dividends a thousand times greater in the long run.
Quick musical/business thought – Dance with the one that brought you.
Tagged , , , , , , ,
← Older posts
Newer posts →