“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...]
Positively Outrageous Service – Be a Person of Influence
https://youtu.be/14OA3aMMc4g "Think twice before you speak because your words and influence will plant the seed of either success or failure in the mind of another." ~ Napoleon Hill Influence and Impact Intensifies Positively Outrageous Service® Don't you love being the Sheriff! Where you walk into that situation where what you say and what you do is just right! You're on! Your timing is perfect. You walk away from that situation, "did anybody hear me? I was amazing!" You're a person of … [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...]
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...]