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.

April 27, 2009

How often do you worry?

Filed under: Uncategorized — Tags: , , , , — admin @ 10:07 am

How often do you worry? You need to worry less and act more because all the worry in the world will not change a thing. I would like to take credit for saying that but it was 1973 when I heard it in a movie. The movie, was called Billy Jack. I was 10 years old and this movie had a profound effect on me and the rest of my life. To this day as a professional speaker, I try to remember this when I get into situations that “seem” uncomfortable or uncontrollable.

Most of you are aware of Susan Boyle at this point? She is the lady from Britain’s got talent that aired a week or so ago. What a case study for judging a book by the cover, and why we should not do that! Everyone (adults mind you) was laughing and chuckling at her as she walked out on stage, including the judges (adults mind you). Then this beautiful woman opened her mouth and began to sing. Now, many people like her for the right reasons and many like her for the wrong reasons. Many like her because she has a beautiful voice and a personality that is contagious, while others like her because they can make a lot of money off of her. I watched an interview with her and when asked what she felt when everyone was laughing at her she said she really didn’t notice because she had to stay focused on what she was there to do and that was sing. This is a woman who is comfortable in her skin and who taught thousands of people (if not millions) a valuable lesson in leadership last week. 

The point: There are unassuming leaders all around us and many times all they need is a fair chance. Be careful to judge people by what they appear to be, rather, they should be looked at by what they are. True leaders lead by example and Susan Boyle’s ability to stay focused in the face of adversity proved her to be a true, and genuine, leader. Confucius once said, “think twice, then say nothing.” good food for thought.

April 13, 2009

What are we in such a hurry for?

Filed under: Uncategorized — Tags: , , , , , — Ray @ 11:22 am

        I was at the local gas station just finishing filling up with gas when a van pulled in behind my truck. The gentleman rolled his window down and spoke towards me. I could not hear him so I walked back to his van and he asked me if I could fill his van with gas because he was “all crippled up” as he put it. I was kind of in a hurry but I said sure and moved my vehicle forward, paid for my gas then came back out to fill his tank. While the tank was filling I asked him if it was his legs and he said no it was his back and hips. He said he was 84 years old but said it was tough being crippled up. The tank was full by now and the total was $22.30. He gave me $25.00 to bring in to pay for gas then bring him his change. When I brought him his change, he wanted me to keep the change but I told him it was my pleasure to help him out and gave him his money and wished him well.

        The thoughts that were going through my head the whole time were as follows:

  • Years ago there was a time when people actually “took the time” to fill your tank for you as a service for coming to their place of business. They even checked your tires, fluids, and washed your windows for you. 
  • This man actually trusted me to fill his vehicle for him, take his money and then actually bring him his change. 
  • I was thinking how much time it took me to take his money, go inside and get his change, then bring it back to him and how we are always in such a hurry. The question really is, in a hurry to do what? 

        We need to be careful to NOT be in such a hurry that we are no longer willing to help others. George Carlin made a couple points that have always stuck in my mind. First, he said, ” In today’s society, we have longer lives but we live less.” Second, he said, “we can send a man to the moon and get them back safely, but we can’t walk across the street and greet a new neighbor anymore.” 

       Be sure to always make the time to help others (without wanting something in return) because it is a great feeling and you will still get your work done. With all the gloom and doom in the world today, there will always be hope as long as we take care of each other.

Ray

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