"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...]
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...]
How to Propagate Positively Outrageous Service during the COVID-19 Pandemic
How caring in a time of crisis elevates customer loyalty. 10 Ideas to Spark Your Creativity https://youtu.be/pPCZ0eG6W0M “Giving is not just about making a donation. It is about making a difference.” ― Kathy Calvin Give, give, give - During the NBA hiatus, Mark Cuban, the owner of Dallas Mavericks, immediately announced that hourly workers at the American Airlines Arena will be continue to be paid. Turn your business upside down- Louis Vuitton Conglomerate (LVMH), the French luxury … [Read more...]
Drop Some Love Bombs
Love On Your Customers - Drop a Love Bomb or Two! Creating WOW Behind the Lines! Go to war against the negativity in the world. Be a disruptor by dropping love bombs. Ignite and equip behind the lines not with “drive by feedback” but with “love bombs”. The people you work with can lose perspective because “we live behind our eyeballs.” This mission is very specific: Be precise in your observation – the “what” … not just an “attaboy” Connect it to the “why”. Love bombs are … [Read more...]
NOVELTY
NOVELTY A Key Driver to the Positively Outrageous Service Pillar: “Random and Unexpected” The power of novelty is in “contextual” novelty. Doing something we expect in an unexpected way. We are all endowed with creativity. It takes many different forms. One may be creative in creating magic moments through listening; creativity through how we respond to a complaint; creativity in solving an employee problem. Be novel and creative! Where can I stand out today? Challenge yourself. What can I do … [Read more...]
Tacit Approval
TACIT APPROVAL Nip it in Bud! Championing Positively Outrageous Service is both explicit and implicit. Tacit approval is the message that is being communicated when one doesn’t speak out. The unspoken implicit sets a precedent every bit as much as explicit championing. Actions of management speak as loud as the words communicated. Tacit approval of toxic behavior creates a negative environment that undermines the ability to foster a Positively Outrageous Service culture. Listen to your … [Read more...]