"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...]
Having Fun Yet?
https://youtu.be/JSw4_eEdvzU Fun and Playfulness are the Virus of Positively Outrageous Service® "You can discover more about a person in an hour of play than in a year of conversation" ~ President Harry S. Truman Rarely do we wake up in the morning thinking today I'm going to fail miserably, and I'm going to bring everyone down with me. I say "rarely" because it does happen, and there are some people out there that like that. However, most of us want to be part of something fun, … [Read more...]
Positively Outrageous Servicing the Distraught Individual – Part 2
https://youtu.be/HwAFMGDkHwc Dealing With An Irate Customer or Frustrated Team Member When Positively Outrageous Servicing an infuriated customer or frustrated colleague, we need emotional intelligence. The Navy Seal Creed says it all: "The ability to control my emotions and actions sets me apart from other men." ~ Navy SEAL Creed. In the last episode, we examined three emotionally intelligent suggestions to diffuse anger with an irate customer or distraught team member. Use their name, … [Read more...]
Positively Outrageous Servicing the Distraught Individual – Part 1
How do you regulate your feelings and respond to other people's feelings? https://youtu.be/_uNQ0cGyjmU “Emotions are one of the main things that derail communication. Once people get upset at one another, rational thinking goes out of the window.” ~ Christopher Voss There isn't a business that doesn't have difficult, emotional, or even angry customers and team members. It's not easy to converse with them, but there are emotionally intelligent ways to effectively reduce both sides' … [Read more...]
Questions Generate Revenue
Questions Create Engagement. Engagement deepens relationships. Richer relationships boosts revenue. https://youtu.be/O1nC3TgZJjI “How are you?” “When do you need that by?” “What’s the problem?” “What do you mean by that?” “Where did things go awry?” “Ideally, how would you like the outcome to be? “ “How else can I help you?” “Judge a man by his questions rather than by his answers.” ~ Voltaire Questions create engagement. Engagement deepens relationships. Richer … [Read more...]
The Heart of Positively Outrageous Service
How's Your Heart in Serving Others with Positively Outrageous Service® https://youtu.be/lhfJh0G49Nc Here's a 2-minute touchpoint on what I find to be the heart of Positively Outrageous Service. How does your heart see your role in serving another with Positively Outrageous Service? (POS). "The best way to find yourself is to lose yourself in the service of others" ~ Mahatma Gandhi My mother-in-law, Yvonne, not the most healthiest person when walking, found herself traveling to see us … [Read more...]
It’s 2006, coming up to April, and it’s Dan’s birthday. Holly, his girlfriend wants to plan something special for their trip to New York. Holly Googles “most romantic restaurants in New York”. Out of the search results she selects “One if by Land, Two if by Sea”. She calls to book a table and to tell them this is a special occasion, her boyfriend’s birthday. The dinner is exquisite, the service remarkable: Stephen, the waiter is very attentive without being intrusive. It’s time for dessert. … [Read more...]
Listening with Love
Finding pants that truly fit is a colossal challenge for many women … they just don’t fit right! Women come in all shapes and sizes! One woman listened to this massive marketplace of dissatisfied women. Cricket Lee created and developed FitLogic®, a revolutionary sizing system that makes that Little Black Pant fit like it’s custom-made. Scientifically developed and tested over 15 years, Cricket threw out the playbook on how fashion is fabricated and flogged. Cricket’s system imparts women with a … [Read more...]
Do you Care or Are you Caring?
Do you have a program for customer care or do you care for your customers? There’s a difference! Do you care or are you caring? – Positively Outrageous Service is the Distinction! It really came to me during a hospital visit. For the first time in my life I was admitted to hospital for an illness – not something self-inflicted like a bike crash. It was a fascinating experience. I got there through a misfortune … I had an infection that was not properly diagnosed … [Read more...]