An Interesting Take On Business Growth Strategies

The folks at Eccountability have written an awesome post about the importance of self reflection. And it's more than that. It's really about identifying what matters, what you are doing, how they coincide (or don't) and what to do about it.

Read the post here and make sure to go through the process they outline. This is the kind of thing that can be done at any time in your business. So, as you move along and distractions creep in, take a step back, take stock, and adjust for the good of your business.

Customer Service Comes In All Shapes And Sizes

When you think of customer service do you think of how cheerful the receptionist is? Do you think about how your customer service department handles calls and contacts from customers? There is a basic understanding of what good, and not so good, customer service looks like.

And yet, there are times when customer service shows up in unexpected, and impactful ways. A little while back I decided to stay overnight in the hotel where I would be speaking the next morning. My goal was to avoid driving an hour or so very early in the morning. So, my expectation was that I would have a usual hotel experience. I was pleasantly surprised.

When I checked in the attendant told me that he gave me a room on the side of the hotel away from the highway. And he put the room halfway down the hall so it wouldn’t be near the elevators. I didn’t ask for any special treatment. And the desk clerk didn’t know that I was speaking there the next morning. He was simply looking out for my well-being. He wanted me to have the best experience in his hotel. And I did!

This was so nice that it made my whole experience better. I so enjoyed my stay at that hotel that I am staying there again!

The same night I went to Chick-fil-A to get dinner. The drive through line was really long so I decided to go inside to order. Imagine my surprise when I walked in and saw a keyboard player playing lovely music. The restaurant was packed. No kidding! How great to be able to eat dinner in a ‘fast food’ restaurant that had a fabulous atmosphere.

Have you ever heard of such a thing? I was blown away. The owner of that restaurant understood something really important – that providing an exceptional experience makes a huge difference.

Now ask yourself how much these things cost those establishments. Nothing! Or very little. And the return on investment is huge. They are receiving far more than whatever it cost.

That is what customer service is all about. Think about your customers. Think about what can make a difference for them. Then do it. It’s not an expensive venture. It’s about the experience. It’s about caring – about them.

Gratitude Matters

Being grateful can have a huge impact on your business. They say that more customers leave their vendors because they feel unappreciated than any other reason. It’s not price or quality. It’s feeling valued.

So, there is real value in finding ways to show appreciation for the business you get. It can be as simple as sending a card or small gift. It could be referring them to a prospective client. Maybe you take them to lunch or invite them to a seminar you think they’d be interested in.

There are many ways you can show your clients that you value their business. And no matter what the cost, it is worth the investment. After all, it costs far more to replace a client than it does to keep one happy.

See Your Company From Your Customer’s Point of View

Do you ever stop to think about the experience your customer is having with your company, staff, product or service? You might want to sit in their seat periodically. Business owners move a mile a minute. There is so much to do, monitor, take care of. It’s easy to assume that the customer is being taken care of. Not only being taken care of, but being treated well. After all, wouldn’t they say something if they weren’t?

Well, the answer to that question is ‘no.’ Most people just find another solution, another vendor. The sad thing is that it doesn’t cost a lot of money, or time, or effort to create a positively memorable experience. It does, however, cost a lot to replace those customers who leave.

Consider these 3 examples of customer experience:

  1. You walk into a service business where you’ve been told you can stop in any time between 8:00 – 5:00. It’s around 2:00 pm and there is one staff person in the office. You tell them who you are, and remind them of the phone calls you’ve exchanged with them. They say they’ll be with you in a minute as they stare at their computer screen. They then tell you they are at lunch.  Then, as they reluctantly get up from their desk they tell you they are trying to see a speech from the night before. A speech they missed because a storm caused their power to go out.

Hmmm. Is that good customer service? You’ve never done business with them before and yet this individual is telegraphing that they are more concerned with their personal life than they are with taking care of you. Will you do business with them again? Not if you think this is how you are going to be treated.

     2. You arrive at your hotel after driving through a storm and rush hour traffic. You are  
         greeted by happy, smiling people, and a dog. Everyone welcomes you and gets you
         registered quickly. As you leave to go get dinner you ask if they know what the next
         day’s weather will be like. Their response? ‘We’ll have it for you when you get back.’
         Sure enough, when you walk back into the hotel they hand you a sheet of paper with
         the weather forecast.

They got on it, found out what the weather would be like, and were waiting for you to come back so they could share it with you. Every encounter with every staff person signaled that they valued having you as a guest and were happy to help you with anything you needed. Will you stay there again? Most likely. Because you know it will be easy, and an enjoyable experience.

     3. While you are out of town you have dinner at a restaurant and accidentally leave your
         sunglasses on the table. When you get up the next morning you discover they are
         gone. When the restaurant opens you call to see if they have them. The person who
         answers the phone tells you there are about 5 pairs there and you’ll have to come in
         to see if any of them are yours. When you are leaving town you decide to get off the
         highway to see if, indeed, your sunglasses are there. You go in and ask. One person
         says they remember seeing them. 

         When you tell the manager that someone told you there were several pairs of
         sunglasses there they go looking for the sunglasses, and the person who answered
         the phone. While you are there you decide to order some food for your drive home.
         The manager comes back and tells you there are no black sunglasses there. You
         explain that while you understand the person probably assumed there were
         sunglasses there, you wouldn’t have gotten off the highway if they hadn’t told you
         they had black sunglasses. While you’re not mad you are a little frustrated. You’ve
         interrupted your trip for no reason. When you get your food and prepare to pay the bill
         the waiter tells you that the manager is paying for it. He understands the
         inconvenience of going out of your way because of something one of his employees

You weren’t expecting anything other than the apology the manager gave you. After all, things happen. That he went one step further speaks volumes about how he feels about customer experience. The manager wanted to be sure to take good care of you, and to make up for the bad experience you had. Will you eat there again when you are in town? Probably. After all, you now know they take customer care seriously.

These are just a handful of experiences I’ve had in the past week. People are having good and bad customer experiences every day. And they matter. So, give this some thought with your business. Don’t assume you know how everyone is treated your customers. And don’t assume all of your employees know what your expectations are. Make sure everyone is on the same page providing the kind of customer experience you believe will not only keep them coming back, but also singing your praises.

I would like to thank the wonderful staff at the Holiday Inn Express and Suites in Athens Ohio as well as the manager of the Applebee’s in Athens for reminding me that good customer service is alive and well!

Copyright© 2016 Seize This Day

What is the Entrepreneurial Personality Type?

Alex Charfen shared some incredibly valuable information with us on Monday, July 11, 2016 on Accelerate Your Business Growth. If you’ve ever wondered if you are different then you are probably an EPT. Alex talked about the 3 states of being for EPTs – Momentum, Facing Resistance, and In Constraint.

When he was telling us about these I was thinking about circumstances I’ve found myself in that matched these states. It was a big aha moment for me. There are 10 attributes of an EPT. I found it interesting that these are attributes – neither good nor bad. They just are! Alex explained how these attributes can work for us or against us.

One of the most impactful things I heard was the 4 Step Process to get all of the success you want. The steps are:
  1. Lower pressure and noise
  2. Increase protection and support
  3. Your strengths and abilities will increase and grow when you lower the noise and increase protection
  4. You will then make your greatest contribution

This is what Alex calls the contribution equation. And guess what? It can work for anyone! When you listen to the show you might think that you don’t have the EPT. Okay! You will, however, also notice that you can make your greatest contribution and have the affluence and wealth you want if you follow the steps.

Check it out and then visit to get free access to Alex’s webinar on the Tactics of High Growth Business. 

Why Being Small Is Good

I’m currently at Podcast Movement
learning interesting things I can take back to make my radio show better. I’m meeting some great people as well. BlogTalkRadio is here – that’s the platform I use to do my show. I’ve commented to a number of people about how great the customer service is.

It’s got me thinking about the huge difference between large and small companies. This morning I had to call my bank. I had received a message that if I didn’t register my new chip enabled cards they would cease to work as of July 12th. I called them because I had already registered them – I just don’t use them. You see, they made me get a couple of cards when the chip thing happened. Not my choice but, I went with it.

When I called the very nice girl told me that, yes, my cards were already registered. They just sent out mass phone calls to make sure they covered everyone. So, because they couldn’t use technology to identify who they hadn’t heard from, I had to take time out of my day to ensure my accounts were all set.

That is the mindset of a large company. They do things that make their lives easier – not their customers. Small businesses, on the other hand, make decisions with their customers in mind. They think about how the decision will impact their client.

Even more importantly, they make decisions specifically FOR their clients.

They can.

They are small.

That’s the power of being small. Small businesses have the ability to really know their customers and work with them on a customized basis. That’s how the customer knows they are valued and that the company is paying attention to them.

When you value your clients you take the time to know them and to deal with them based on their profile, their needs, their experience with your company. And that makes all the difference.

How will you do for your clients today? Whether you are small, midsize or large – act small. It matters.

Copyright© 2016 Seize This Day

30 Second Intro - A Better Way

By now you probably know that I am on a mission to rid the world of 'pitches' and 'commercials.' I much prefer introductions. After all, that 30 seconds you have is really designed to start a conversation, not make a sale.

I recently had the pleasure of hearing Randy Samsel's 30 second introduction and just loved it! I asked his permission to share it with you and he graciously agreed. As a matter of fact, he gave me both his previous intro and his current intro. 

Let's start with his previous 'pitch'

Future State Talent is a talent consultancy. We help our clients create and implement talent plans so they will always have the leadership and talent they need to reach their strategic goals. We also help our clients develop talent practices that will help them become a talent magnet.

Okay, not too bad. Now his current intro

Future State Talent is a consulting firm. As a Northeast Ohio resident, you know the great feeling that comes with winning a championship because of the Cavs recent victory! We help companies and their teams feel like winners all the time. When people feel like winners, they are happier and more productive, and that helps our clients become more profitable.

The way we do that is based on a fundamental belief that all people want to win and succeed. In a team environment like a company, the best way to win is to use each individual’s strengths while working toward a common goal, or purpose. We help our clients define and communicate that purpose and identify individual’s strengths so they can use them to help the company reach their goals. When it all comes together, it produces championship results. 

Do you see the difference? The second one says more, but in a casual, engaging sort of way. It's human-speak. It's plain English so anyone can understand what his company, Future State Talent, is all about.

And that's the point. You aren't supposed to be wowwing people with how flowery you can describe your business. You ARE supposed to start a conversation. Well, let me tell you this - people tune out when you start speaking in structured, acronym laden talk. And you know it because you tune out when other people start talking.

Let's slow it down, make it more simple, and treat it as the first thing we would say in any casual conversation.

Go on, give it a try. If you want some feedback, email it to me. I'd be happy to take a look at provide my thoughts.