Do You Deliver Exceptional Customer Service?

Deliver Exceptional Customer Service

This is a question you need to revisit and evaluate on a regular basis. With virtually every business segment diluted by brick and mortar competitors and throw in the online options, customer service is the true way to differentiate yourself on retaining existing customers. This philosophy applies to B2B and B2C business sales models.

If you have not already done so you need to define customer service within your organization. This can be tricky because you may believe you are delivering exceptional customer service but in reality may not be. I have always said that customer service is not what you believe it to be but what the customer perceives it to be.

Here are some items to be thinking about when creating your forward-facing customer service program.

*Do you train all employees on the program
*Do you hold all employees accountable to deliver this program
*How do you measure customer service success
*What ways do you deliver customer service currently
*Rate your current service from 1-10, with 10 being world-class
*Do you know what your customers really want

That’s a half-dozen items to get you started on the path to delivering exceptional customer service. Through this program you can develop great customer relationships, focus on customer retention, enhance customer satisfaction and most importantly fostering customer loyalty.

Much more to come on this topic!

Teamwork and Thanksgiving

teamworkTeamwork! This definition means quite a bit – the combined action of a group of people, especially when effective and efficient. I am sure that every Thanksgiving we get to see this in its greatest form.

When I look at how our holiday dinner events come together, it can only be from teamwork. I can see in the kitchen that there is no less than 6 or 7 people cooking items, assembling items, plating, setting the buffet, pouring milk, setting the table and so much more. Everyone just jumps in to do their part, each and every year.

Why, you might ask? I can tell you that the entire crowd in attendance is looking forward to the end result – DINNER TIME! If only the real working world would work like this. Everyone doing their part to get to the end result that makes everyone happy.

You would have happy employees, happy suppliers and most importantly happy customers. Teamwork can be infectious and done time and time again can only lead to a culture of teamwork.  A statistic states that 86% of employees and executives cite lack of collaboration or ineffective communication for workplace failures. It only seems logical to focus on teamwork to improve a multitude of things.

Next time you are trying to explain improving teamwork in your organization just look to that Thanksgiving dinner as the reference point.

What Are You Grateful For……

grateful_scrabbleIt’s Thanksgiving morning and I started thinking about the day and what it is about and what it means to me. Sometimes we lose sight of the holiday – maybe it’s about the food, the football, Christmas shopping today or planning the assault on Black Friday, is it family, friends, or a host of other thoughts that may cross your mind.

A word that came to mind for me was grateful. By definition it is – warmly or deeply appreciative of kindness or benefits received; thankful. I think that we need to be much more appreciative of what we have, who we have around us and those that support us. Those that support us could be friends, co-workers, first responders, our military and I am sure there are people that support us that we are not even aware of.

So today, tomorrow and the day after that keep in mind, what are you grateful for? Think about ways that you can provide kindness and benefits to those around you. It’s the give to get strategy. Every day be thankful for what you have. I began thinking about my family, my friends, work relationships, customers and much more.

Enjoy your Thanksgiving holiday! I know I will as I have the turkey and dressing working. Planning on spending some quality time today with family.

How having only "good" workers can ruin your company

Recently I had been spending some time reading, well, actually listening to Jim Collins and two of his books, Good To Great and then Great by Choice. They are amazing looks at business and led me to believe that truly successful companies are surrounded by great individuals.

At my Toastmasters club, Towpath Talkers, I did a speech on one of the the concepts in Good to Great, the Hedgehog Concept, called “Good is the Enemy of Great”. The concept is about taking three distinct areas to focus on and finding the sweet spot at the intersection of all three. The three core competencies are 1) be passionate about what you do, 2) find your key economic indicator and 3) find out what your company is best at in the world. You have to have all three to become great. You can get all of this and more in his books and I have links below for each.

What made me think about this once again was the article, Newbie leadership mistakes and the important lessons learned, on Smartblog for Leadership. The 8 specific tips are by promising young entrepreneurs. Read this great article here.

Good to Great: Why Some Companies Make the Leap… and Others Don’t

Great by Choice: Uncertainty, Chaos, and Luck–Why Some Thrive Despite Them All

Customer First….Not a gimic.

Customer first!! How many times do you hear that in the business world? What does it mean to you? If you are not careful you can alienate customers and then of course, lose those customers. Without customers you can just close your doors. So, customer first needs to be top of mind throughout your organization. Here is an article that elaborates a bit more on some key components of putting the customer first.

Read it here.

Higher Education – Sales 101

This article does a great job of identifying three skills needed in the B2B selling world. We need to train to these skill sets.

1. The first skill is understanding and leveraging politics and influence within your customer accounts.

2. A second advanced selling capability is business and financial acumen.

3. The third selling capability is deployment of military-like competitive selling strategies and tactics.

Read the entire article here:
Higher Education |