If you want to be a service superstar – keep your promises.
It sounds easy – it’s not always.
You might be running late.
You might be broke.
You might be tired.
You might even be in agony.
Whatever happens, keep your promises and keep saying ‘yes’
Our best loved workshop is ‘The Ideas Factory’
The people we work for love it.
We love it too.
Ideas are always just ideas until they fly into action.
New ideas are new because they have not happened before.
Ideas can be exciting to discuss but that delivers short term euphoria.
Ideas tried, tested, improved, engaged, dismantled, rebuilt, improved really work.
Next time you generate an idea, make a new promise.
It’s this;
“Let’s try it”
Until then you won’t know.
When you try – you will
There are several reasons why you won’t get paid what you are worth.
Worth thinking about?
Your market don’t know what you cost.
So they stay away.
You are not worth as much as you think.
So they stay away again.
You don’t communicate the benefits, value and worth.
They stay away.
You look like more of the same.
Why go to you?
You are talking to the wrong audience.
That leads to failure.
You don’t deliver what you promise.
More failure.
You work with the wrong kind of client.
They just won’t pay.
You do good work for a not very bright client.
They don’t understand the value.
You under price your worth.
That attracts the pirates
Don’t
It’s a high bar and one you will fail to deliver.
If not you, some of your people.
If you promise the extra mile it’s no longer a thrill.
It’s the norm.
Worse still, I’ll expect it every time.
Much better to say less and then go the extra mile.
No broken promise, no dodgy people, no false expectation, no loss.
Do it and I will be thrilled.
There is lots of great advice on how to handle complaint.
Little on how not to.
Today, a service provider gave me a useful thought.
Tickets were booked for a show.
The promise was powerful.
The delivery dreadful.
So bad it invoked a gentle letter to make 2 points;
First, the promise did not remotely match the delivery.
Second, the cost versus the show were poles apart.
A few days passed and the sloppy reply came in.
What point did they make?
None really.
Instead, they asked for proof of attendance and ignored the point.
If a customer takes time to address an issue, do two things.
First, listen.
Second, avoid emotional suspicion of their bona fides.
If you don’t, say adieu to your once beautiful brand.
A good relationship only occurs when there is mutual respect, a fair deal and a common goal.
The supplier/buyer deal fails when one tries to outdo the other.
Good suppliers try harder.
That’s why they are good at what they do.
Bad customers try to win, win, win.
That’s why they don’t in the long run.
Good suppliers are hard to find and the grass is rarely greener.
When you find a good, hard working supplier – cherish them.
Remember, when you need them most they won’t be there.
Nor will they want to be.
In the past ‘okay’ was probably okay.
Today it is not.
To succeed you have to deliver better than expected and more than anticipated.
If you do, it must become your norm.
Once more than anticipated becomes the new you.
Okay is dead.
It’s a high bar but winners like a challenge.
Are you ready?
Are your team?
Worth making a list of “better than expected”
Worth making a plan to implement.
It takes years to build a big company.
Years and thousands of little customers.
In the beginning, that once small company used to talk, meet and interact with its customers.
As it got big it got remote too.
Big does not mean better.
Big can mean terrible.
Big companies often play big brother.
Over Christmas a group of friends told me about several threatening letters.
They would be cut off, struck off, executed, sued and so on.
It didn’t matter that there was Christmas post and two paralyzing snow falls.
The ‘system’ has no room for unforeseen events.
Automated letters ask you to call automated numbers.
The disease spreads.
The dissatisfaction grows.
In the end, bills get paid and life moves on.
But memories linger and brands wither.
Next time your automated letter threatens a customer remember you just increased your need for new customers too.
Small people slip away quietly.
Into the arms of small companies who value business, value people and understand snow
Next time, think small.
Big is not beautiful.
You tell me your brand is brilliant.
(they did that when they sold me my car)
They tell you it is top notch, sheer quality.
(they did that too)
They tell you it is superior to all competitors.
(I kind of believed them)
They tell you it’s built to last.
(I liked that bit)
Just over 2 years after buying my shiny car they told me something else.
(I didn’t like this bit)
They told me it was time to buy a new car.
(they lost my trust)
If you promise me something that will last,
Don’t knock on my door 2 years later telling me (by default) that you were lying.
Leaders inevitably work hard.
Young managers work even harder to climb the greasy ladder.
Problem is, a lot of people just don’t share that work ethic.
Your brand is only as good as your people, no more.
Recently, I realised something obvious.
A lot of people in sales really don’t care.
Why?
Perhaps it’s too easy.
Perhaps they are bored.
Perhaps they don’t understand your brand.
Perhaps they just don’t care.
The trouble is, they reflect you, represent you and are you.
I tried to book a hotel room.
The price was unusually dear.
I asked if “they could do something”.
I meant add value.
The lethargic reply proved my point.
With a thinly disguised yawn the answer came quick
“Ah no, I can’t do anything for you.”
I was tempted to reply,
“That’s right”.
Go check if your promise actually happens.
Their promise said “we go the extra mile”.
No they don’t.
They don’t even do the basics.
(I bet they still get their salary though)
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