Monthly Archives: April 2011

Customer service begins inside you and long before you see one!


I wrote this statement as a tweet and had an interesting response.

We have all experienced great and not so great service.

Many of us have been told when we go about our new job we don’t know enough about what customers needs are until we learn a little more about the business!

We all know that this is plain “WRONG”.

We are all customers, have been since the day we were born! And it does not take service recovery or lots of customer service training (although it does have a place) to “feel” what the customer needs.

I wonder how much more we spend in recovering from customer dissatisfaction then we do getting it right first time?

Some time ago I wrote a blog https://hrmexplorer.wordpress.com/2010/11/09/break-the-golden-rule-for-success/ that we all needed to forget the golden rule! It was a great idea at the time, like all great ideas along comes better ones! So lets take the labels off.

Customers are people!

Lets focus on

  1. Treating people with respect for what they want, not what we think they want!
  2. Find out by asking them what they really need.
  3. Anticipate what would make them “happy” yes I said the HAPPY word! (The very best experience that the customer could have dreamed.)
  4. Understand that you are part of their team! Not telling, selling and closing and sayonara!
  5. Developing a lasting relationship – their stories will go on for years- so lets make them memorial in a good way.
  6. Stop SELLING and start GIVING the best experience that customers should expect.

Get rid of customer service centers- whoa!! I mean why are we using them? Well we know the answer to that. How often is the customer more upset after a conversation with a center?

Give me a company that delvers and values  “customer insight” and you have company that has a winning formula and the likelihood of return business will be phenomenal. Why is that so hard?

I am interested to hear your thoughts. After all you are my customers.

Being Happy is Important to your Health and your Work


Research has indicated that negative emotions are more powerful than positive ones.

There is no evidence to show that money is directly related to happiness or intellect. Studies have found that happier people generally: express gratitude on a regular basis; practice being optimistic; engage in frequent acts of kindness; savor joyful events, and practice forgiveness.

It’s a fact: People are happier; less stressed, and feel better about themselves after age 50!  With age comes increased wisdom and emotional intelligence.

A part of the brain called the mesolimbic pathway is the brain’s reward center, which is associated with feelings of joy.

Having a positive outlook doesn’t mean you never allow yourself to feel sadness. “Happiness is not the absence of sadness; suppress emotions actually become more anxious and depressed.

Pleasure is great and you need plenty of it, though there is more to happiness than racking up pleasurable experiences.

Some studies have shown that the ability to use humor may raise the level of infection-fighting antibodies in the body and boost the levels of immune cells. But the blood vessels in people who watched the drama tended to tense up, restricting blood flow.

Have a great Weekend!  Bee Happy!  Bee Healthier!

Welcome to Doreen Lanc in her debut blog!

This article was inspired by Doreen in the work that she does in our community.

Doreen is the Director Membership Services at our Local Chamber of Commerce and this was an article she adapted to motivate and enthuse members.

It’s not a job it’s not a career!


Why? Because everything tells us that these broad “and bland” statements are not working. Maybe they did when we first used them.

Otherwise businesses would be flourishing with employees who want to work and be there.

People have got so used to using this statement that its now old and become “ordinary”.

Would you hire someone who said this to you at interview?

Too many people use these words now, I hear it and I see it in TV and radio commercials and in too many interviews.

So what is it that would get you glued to the candidate? Make you sit up and say “WOW” and they become your “must have employee”?

What caught your attention?

Lets hear from you some of the best that you have heard and it transformed the conversation and more it was real when they joined you.

Tracks of Influence


We all leave tracks in our life.

Some of us were even born on the wrong side of the track.

Many of the roads we chose were not the best; some of the tracks we rode were not even of our choosing.

We all know that the tracks we leave through the decisions we have made are our legacies.

Some disappear quickly like those steps in the sand. Others molded in sterner stuff will out last us and many other generations.

Life is leadership. Leadership is choice. Choice creates legacies.

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