"Ask If You Want To Achieve Excellence"

At a training program yesterday, I was approached by a delightful individual who quickly asked, "Do you move around during your program?" My quick answer was "yes." She smiled and explained that she had a cochlear implant (hearing device) and struggled to hear when people moved around as they spoke. I then asked her, "How could I present the program today so that it would work for you?" She gave me a few tips and I followed them during the program. When it was over, she was sincerely pleased that she had been able to follow the program.

The experience reminded me of the need to reflect on the needs of others when working with them before I just say, "This is the way I do it" or "This is comfortable for me." And the best way to find out what their needs are....? Ask. Rarely have I found individuals or groups that could not give me a few thoughts on how I could best work with them. Another benefit is that people appreciate being asked-and they learn that you genuinely care about them.

Struggling with how to improve your work with someone or a relationship? Maybe it's time to ask.

"The Power of The Personal Touch"

Last week I had the pleasure of working with Interim Healthcare at their National Sales Conference. The conference was for the franchise owners and leaders of the various franchise offices. Interim is a leader in providing home health care services. A main part of their purpose is to "help people live independently in their own way."

What was different about this event was that I actually participated in the two day conference instead of just arriving the night before and providing my programs the next day. Let me tell you, they know how to put on a conference!

While at the event I was reminded of just how much people need the personal touch. Interim is well blessed with leaders who "get it," from Kathleen Gilmartin the CEO to Linda Shaub the VP of marketing and everyone else I met with the organization. They all have incredible talent in their area, but still have the unique ability to connect with people one on one and get their points across in genuine, practical and meaningful ways.

I think Jake Poore, a fantastic speaker on customer service, summed things up well when he said, "In our interactions with other people, we need to enter and exit on the human side." The workplace has become quite impersonal due to the need to get so much done. Even families and friendships are strained because of the hectic pace and use of technology. We are surprised-and very appreciative-when people treat us in a genuine way and not as one more thing to do.

In your work (and life) with other people today, how can you add the personal touch? What can you do to give people one of the things they are most hungry for... knowing they matter and are more than a number.

"Cheap Sunglasses And Customer Service"

A few days ago I made my annual trek to a local discount store where everything sells for a dollar. My mission, as always, was to stock up on cheap sunglasses. I buy several pair, put one pair in each vehicle and one in my travel suitcase and I'm good for the year. If a lose or break a pair-no worries.

When checking out with my other items, I expected the cashier to simply throw them in the bag with the other stuff. Instead, she brought out a piece of bubble wrap and took great care in wrapping each pair before putting them into their own bag. Here's a woman working for minimum wage in a less than ideal environment, and she understands the value of customer service.

We sometimes think that customer service is that formal department where complaints are logged and issues resolved-and it can be-but we must never forget that each of us has an opportunity to provide outstanding customer service to others. It could be coworkers, supervisors or yes, even customers. And it doesn't have to be something major. It could be looking someone in the eye with a smile when addressing them. You might be more intentional about using a kinder, more supportive voice when talking with someone. Maybe you just do one little thing extra to assure that customer they made the right decision to spend their money with you. In a world where customer "no service" is rampant, it doesn't take much to stand out.

The First Time

I received an email this week that shocked me... No, it wasn't for improvement of any physical characteristics or from a long lost uncle in Nigeria who left me a fortune. The email was from one of my recent clients, thanking me for a small gift I had sent him as a result of using my services for their conference. The client said, "I have been a meeting planner for several years, and this is the first time we have ever received a thank you from a speaker."

That's sad. Whether your business is landscaping, painting, engineering or any of a gazillion other products or services, there is always time to say "Thank You" to someone for purchasing your product or expertise. It doesn't have to be a physical gift. Thank you notes or personal follow up phone calls after the transaction are both simple things that can be done to say to the customer that you appreciate their business. And getting the gift or note after the transaction confirms their choice-and causes them to spread the word about what you offer. People have so many choices for anything in today's market-why not take every step to convince them that your product or service is the right one... and will be when they choose again in the future.

Still not convinced? At one repeat client's program a few weeks ago, a member of the planning team even asked, "Are you going to send us more of those delicious cookies?" They got a double order.