BULLET PROOF Inoculate Yourself Against the Tornado Develop your super-hero powers in toxic environments and situations. “I’m so glad you got me!” “You’re not yelling at me … you’re angry about the situation.” Diffuse the initial confrontations by not taking it personally and being “unoffendable”. … [Read more...]
Alignment is a Beautiful Thing
ALIGNMENT IS A BEAUTIFUL THING Begin by Defining POS for YOUR Organization “The fish stinks from the head” First, leadership must define and align an organization’s service expectations. Second, align your departments, (in a larger organization). Third, create alignment in your hiring practices to the organization’s service expectations. … [Read more...]
PET PEEVES
Our Periodic Riff on Behaviors That Really Bothers Us! Clearly not Positively Outrageous Service! “There is a certain degree of patience and impatience in everybody. How to balance patience and impatience, and when to show which of them is the very thing everybody must endeavor to master.” ― Ernest Agyemang Yeboah Hiding behind the uniform, kiosk, or desk? Your first duty is to serve! Use your position to engage, deliver what's needed, and love your customers and … [Read more...]
Experience AMAZING-ly Bad Customer Service
REALLY? Tell me this didn't happen... It Did!!! "Although your customers won't love you if you give bad service, your competitors will." - Kate Zabriskie, Founder Business Training Works Boasting about your great customer service is NOT a good idea! “Pride comes before the fall.” You also take away a key principle of Positively Outrageous Service: “RANDOM and UNEXPECTED. Andrew’s real-life scenario gives us three valuable lessons that we can all learn from. … [Read more...]
Engagement: Get the Customer to Play or Get Involved!
Positively Outrageous Service – Principle #3 “Unless you love everybody, you can’t sell anybody.” – Dicky Fox (Jerry Maguire) The third fundamental principle of Positively Outrageous Service: Create engagement by either getting the customer to play or get them involved in other ways. A service experience that is fun makes it highly memorable and lends itself to positive word-of-mouth. Your customer can't help themselves but to tell others! For more on this listen to our 15 minute radio … [Read more...]
Out of Proportion to the Circumstances
Positively Outrageous Service - Principle #2 "I'm in the service business. I mean, our sandwiches are pretty good; I don't know if they're extraordinary. But our service is." "Jimmy John" Liautaud The second key principle of Positively Outrageous Service is creating a service experience that is "out of proportion to the circumstances." It heightens the intensity, engagement and memorability of customer service, or in reality, any relational engagement! For more listen to our 15 minute … [Read more...]