7 Slight Edges

01/16/2020

Companies that deliver great service know why they deliver great service. They know what’s in for them long term. They know how it impacts revenues and they know how it keeps customers coming back.

Employees who deliver great service also see the big picture. They know and understand what’s in it for them, the customer, the company and their co-workers if they deliver great service. They understand that their actions today have consequences tomorrow.

Employees who fail to see the big picture come to work at eight o’clock in the morning with the only thing on their mind is--when and where is lunch?

When I ask leaders of companies, “Why is it so important to deliver great service?” I get answers like, “It’s a good idea.” Or, “If we don’t the competition will.” This is seeing the small picture, they have no real idea why they should deliver great service and as a result they deliver poor service.

The companies that see the big picture answer the question in an entirely different way. They say things like, “We’re committed to keeping the customers we have,” or “We want the customers to tell their friends about us,” or “I want my customers to feel good about doing business with me.” These answers demonstrate a long-term thinking process.

Big picture thinking is not goal setting, although goal setting is important, this is different. This is the WHY behind the drive--that’s what big picture thinking does for you and your staff. It keeps you aligned. If you’re not happy with the level of service you and your company provide, part of the problem may be you haven’t taken the time to define what you mean by great service. You haven’t developed a strong enough WHY for your staff to align themselves with.

Ask yourself, “Why is it so important to deliver great service?” Be specific, what’s the return, what’s the competitive advantage? Drill down to find the answers that motivate you and your staff to do your very best. Because it is that ‘why’ that will ultimately drive you.

Spring Workshops starting in March:
“7 Slight Edges to Keeping Your Customers”
“Coaching & Leading Teams”

Give me a shout to learn more.

Mark

10/29/2017

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de . Muchas marcas (como personas) se basan en el hecho de que como yo soy lindo (tengo un tremendo logo, tengo mas followers que la competencia, mira todos los comentarios es para decirme lo lindo que me queda este )... no necesito ser persona, no necesito interactuar, no es necesario, porque ya recibo todo lo que YO quiero. ¿Y qué pasa con las otras personas? ¿Ellas reciben algo mas de ti? ¿Saben porque las marcas no hablan? No es porque son lindos...

Es porque tienen miedo.

Es porque interactuar con personas conlleva una gran variable desconocida... el "que mi**da me van a decir? Y "¿qué le voy a responder?" Eso es miedo. Evitar hacer algo por no saber como controlar una situación es tener miedo (algo absolutamente normal). Yo veo muchos posts de muchas marcas donde hay comentarios de las personas que lo siguen, pero la marca ni siquiera se toma un segundo para darle "like" a esos comentarios.

No agradecen a esas personas que se han tomado 10 segundos, 30 segundos o un minuto o mas de su día para escribirle.

Por eso es que hoy en vez de estar preocupándonos de que vamos a publicar estamos empezando a hablar de cómo vamos a interactuar.

Porque lo lindo atrae, pero la personalidad enamora.
.sordo ()
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10/29/2017

Glad to hear you had a great day.

You bring out the best in us, and we are lucky to have a boss like you!
Here's wishing you a day that's as special as you are!

Happy Birthday Boss!

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https://www.youtube.com/watch?v=JKXAYE4JqrA

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BIG PICTURE THINKING
You can never be more than the picture you have of yourself. If you're not achieving the goals you set for yourself it may be because of how you 'see' yourself.

We are happiest in life when our Actual-Self is aligned with our Ideal-Self. That doesn't mean you can only be happy when you achieve your goals. But contentment will come if you work every day on the things that bring you closer to your ideal-self.

What are you doing today to live your big picture?

04/05/2016

It was a great day in St. Cloud.

03/18/2016

The goal as a company is to have customer service that is not just the best but legendary. ~ Sam Walton Legendary Service as defined by Ken Blanchard is the art of consistently delivering ideal