“What we’ve got here is failure to communicate” ~ Cool Hand Luke – 1967 Poor Communication Undermines Relationships Guess who said this wonderful Positively Outrageous Service® (POS) statement: "This age of fast-moving events requires quick, dependable communication in time of emergency." That was President John F. Kennedy. The necessity for rapid, instantaneous, and full-time communication between the United States and the Soviet Union governments was evident during the Cuban Missile … [Read more...]
Inspiring Interactions Lead to Positively Outrageous Service
"If your actions inspire others to dream more, learn more, do more and become more, you are a leader." ~ President John Quincy Adams The Influence of Inspiring Interactions on Positively Outrageous Service® and Relationships https://youtu.be/pKXWNjtrMck Recently I heard these words, "inspiring interactions" - WOW! Five thoughts immediately came to mind: Inspiring interactions require superior communication to foster engagement. Inspiring interactions galvanizes influence. … [Read more...]
How to Positively Outrageously Combat Virtual Meeting Fatigue
You Can Have Too Much of a Good Thing! https://youtu.be/jRnlQRtClME Boss: “What do you think?” Me: [going to the bathroom] Boss: “Can you hear me?” Me: [getting another beer] Boss: “I think he's on mute.” Me: [getting chips] Boss: “Hello?” Me: “Sorry I was on mute” @RodneyLacroix Do you feel exhausted after attending too many back-to-back virtual video meetings? Virtual meeting fatigue became big news as significant sectors of the population attended school and worked remotely … [Read more...]
What Is Customer-Centric?
https://youtu.be/5SgC6elyNVs “The key is to set realistic customer expectations, and then not to just meet them, but to exceed them—preferably in unexpected and helpful ways”. ~ Sir Richard Branson, founder of Virgin Group What Does Customer-Centric Mean? If you ask ten people, you may get ten different answers. If your organization’s vision is customer-centricity, then we’d better agree on a single definition and what that entails. According to Investopedia, “customer-centric is an … [Read more...]
I’m FINE! Positively Outrageous Service That!
"One chord is fine. Two chords is pushing it. Three chords and you're into jazz." ~ Lou Reed “FINE” Is an Open Door for Positively Outrageous Service® https://youtu.be/4ZhG41PsiJE "How are you doing?" "I'm Fine!" How often have you heard that! Business is all about relationships. Relationships are elevated or eroded by the experience one encounters. Most conversations on the phone, in a meeting, on a video conference call, start with the question: "How are you doing." … [Read more...]
Everyone Has a Customer – Positively Outrageous Service Them Too!
https://youtu.be/vB3_UFIlDGc “The internal customer experience drives the external customer experience” ~ Andrew Szabo Don’t Overlook a Very Important Customer -- Your Employees and Teammates! Who is your customer? Who are you serving? Whoever you provide a service to is your customer. Positively Outrageous Service® (POS) isn't only about creating an excellent experience for your external customers, clients, patients, or guests. Not everyone in an organization is in the front-line … [Read more...]
Positively Outrageous Service Your Emails Part 2
Why are Emails so Rarely Positively Outrageous Service®? https://youtu.be/QwBE4ZWLGUA “WOW, I didn’t expect that! That’s positively outrageous!” That’s a rare comment in response to an email. Why is that? Research indicates that 7 percent of a message is derived from the words, 38 percent from the intonation, and 55 percent from the facial expression or body language. ~ Study by Albert Mehrabian, UCLA psychology professor emeritus Effective communication requires context, … [Read more...]
Positively Outrageous Service Your Emails Part 1
Is Your Email Creating a Positively Outrageous Experience? https://youtu.be/2CevBijsUnw “I want to do a business with a company that treats emailing me as a privilege, not a transaction.” ~ Andrea Mignolo The one complaint-the one problem-that nearly every customer puts at (or close to) the top of their list of challenges is communication. George Bernard Shaw, the famous Irish playwright, set us straight on this when he said: "The single biggest problem in communication is the illusion that … [Read more...]
A Rose By Any Other Name
https://www.youtube.com/watch?v=bs08-l5lJ-s “A person's name is to him or her the sweetest and most important sound in any language.” ~ Dale Carnegie Names Are Important for Positively Outrageous Service® William Shakespeare, around here we call him "Bill," wrote, "A rose by any other name would smell as sweet." In customer-speak, we guess Bill Shakespeare was making the point that it doesn't matter so much what you call your customers; it's how you treat them that counts. But as they say in … [Read more...]
Never Say No
Find Ways to Say Yes to the Customer – That’s Positively Outrageous Service® https://www.youtube.com/watch?v=aOQigR3zCKM I roared into the microphone, “What’s the best hotel in the city?!” Three hundred employees in unison yelled, “Park Hyatt Washington!” “What’s the one word we never say?!” “NO!”, they all screamed. We had an extreme philosophy of Positively Outrageous Service to never say no to a customer. Let me give you an example of this. One day we had a Sheik with … [Read more...]
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