July 25, 2011

Service, good or bad, will always sell!

Filed under: Uncategorized — Tags: , , , , , — Ray @ 7:04 pm

I recently was in LaCrosse, WI for business and I stopped for lunch downtown on Pearl Street. I had my son with me who has recently returned from Alaska where he earned his Masters degree in Music Performance. As soon as we walked in the door, I noticed there were 7 employees behind the counter waiting to serve us. I believe everyone of them acknowledged us and welcomed us for lunch. The young lady at the register took our order with a smile and seemed as though she really enjoyed what she was doing. at the other end of the counter, the gentleman who presented us with our order, confirmed our selection by telling us what it was as he gave it to us. We sat towards the back of the store and as I was eating I observed the employees and their actions. Every single one of them kept doing something between customers, never just standing there looking bored. As other customers came in to the store I noticed every one of the employees greeted them with the same excitement they had greeted us with. Even the employee that was in the back of the service area across from where I was sitting said “Welcome and thanks for coming in today.” What was different, was that there was no way that the people who walked in could hear that gentleman say that to them but it was obvious to me that it was a standard of excllence in customer service that was ingrained into every employee through their training.

Why would I choose to go there again? Because of a simple but effective action called service. Service sells because people want to know they matter and that the space they take up has a value. If you are going to give someone your earned money in exchange for a product or service, you want it to have a value to you, it needs to matter.

July 11, 2011

Two things…

Filed under: Uncategorized — Ray @ 8:34 pm

I want to share two things with all of you in this blog. First, I am no longer doing a newsletter as a seperate entity from my blog. It was quite redundant and I figure I can accomplish the same thing through the blog which is going to be much more consisitent moving forward.

Secondly, I want to share a story with you that happened to a friend of mine recently. My friend drives a garbage truck and provides a much needed service to all he serves. He has a particular route on Fridays that he really does not like at all as it is a long route and he does not have another person with him when he does this particular route. So, he drives the truck for a few feet then has to jump out and go back and forth across the street hundreds of times a day picking up the garbage from the residents of this community and disposing of it into his truck. Well, he is a person that whether he likes what he is doing or not, will give 100% in all that he does. So he does not stroll back and forth across the street, he quickly walks/jogs back and forth so he can get the job done in a timely fashion while providing great service to the customer.

Last Friday, he was doing this route and he noticed this vehicle seemed to be “stalking” him as he drove from one part of his route to another. He was starting to get a bit concerned as to who this would be when as he stopped, the vehicle pulled up behind him and an elderly gentleman exited the vehicle. He approcached my friend and asked if he was the driver that serviced his block on the other end of town? My friend said yes, and the gentleman said he was trying to catch up to him all day as he wanted to give him something. The elderly gentleman pulled out a $10 bill and wanted to give it to my friend as a tip for doing such a quality job of taking care of his garbage. My friend responded by saying he could not accept it as he was just doing his job. Again, the gentleman handed the money towards him and said he had been watching him for a few weeks and he was impressed with how my friend takes his job seriously and does his job professionally.

There are several reasons I share this with you. First, there are a lot of things in life that we may not like or want to do, but that does not mean you should not do them to the best of your ability.

Another reason is that even if you don’t realize it, people notice hard work and appreciate hard work.

Most importantly, you have to live with you for the rest of your life, so do the things that you believe will set you up for success on purpose because it is never an accident.

Note: My friend told me it makes it easier to do the route he does not like to do when someone appreciates it.

Attitude and kindness are very powerful!

Win the day……..

Ray

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