Are You In A Dip?

When I was young, I rarely read anything. Even all the way through school when I had book reports to do, I never read the entire book. I had no motivation, no mentor sharing with me the importance of reading, and basically always found other things to do. But as I've grown, matured, gained in wisdom, I've found that reading is one of the most important things you can do to grow as a person.

The most recent book I've completed is Seth Godin's "The Dip". It's a small book, at only 80 pages long, so it was a really quick read. Seth explains the three different paths to all decisions: The Dip, The "Cul-de-sac" and the Cliff.

While I was reading the book, I keep thinking to myself, this is all "duh" material (stuff we should all already know), but then I found myself highlighting more & more statements that stood out for me.

The book is about how it's alright to quit something when you realize that the end result isn't going to be the right outcome for you, your family, your career. Seth shares that it's alright to quit, and that the old saying "Winners never quit" is the wrong way to think.

The AHA! moment for me in the book was when Seth told about how you should determine, up front, all the things that would cause you to quit something---before you ever start---and then hold to these items and not let other issues hinder your path (i.e., because it's hard, because you're tired, etc.).

In the end, it's a book I wish someone would have encouraged me to read soon after graduating from high school.

So, what books have encouraged and motivated you? Who inspires you when you read their material?

[You can find the book here and Seth's website here.]

Until next time, remember “Your Success Is My Business."™

http://www.joeypeacock.com/

“It’s a Monday!”

How often have your heard that stated…but in a negative manner…and worse yet, by your employees/team?

As a business owner and leader, one of your on-going challenges is to create an environment that motivates and stimulates your team(s). Environments that are exciting to be in and positive motivation that stirs your team to greatness, not for you but for your customers, will do wonders for your bottom line.

Dan Miller, author of “No More Mondays” and “48 Days to the Work You Love”, offers a website to help you inspire your team (http://www.48days.com/) as well as a free weekly newsletter you can consider subscribing too.

When your team sees Sunday afternoons at 5:00 the same way they see Friday afternoon at 5:00, then you’ll know you’ve won their hearts.

If you're not a business owner/leader: Do you find yourself miserable to go to your work on Monday mornings? Then why aren't you looking for another career? Why do you work at something you're unhappy about? Are you making others around you unhappy as well?

Even if you can't find something immediately, start looking. Work on your resume and start searching for somewhere to work that you have a passion for...even if it takes a while to find that "perfect" career path, at least your attitude will be better because you now have hope.

It's said that when you do something you love, then you never have to go to work---and I agree!

Start the journey, consider your passion and find a career that motivates & inspires you.

Make every Monday morning the best part of your week!

Until next time, remember “Your Success Is My Business."™

http://www.joeypeacock.com/

Customer Service

I’m sure like me, you are always thinking about the service you receive when you’re doing business with someone. Whether it is a gas/service station, a hotel, a restaurant, at the movie theater, with your insurance agent, your local utility…anyone and any business.

One of the things I’m constantly preaching to the team I lead revolves around creating a loyal customer (we call them “Raving Fans!”). Not a satisfied customer, but rather customer loyalty.

In a previous blog (see below), I discussed the importance of creating BRAND INSISTENCE with your customer base. To do so means (among other things) consistently delivering world-class service to your customers. Delivering value, giving the customer “face” and then serving them to death.

You would think that this would be especially important in today’s declining economy. Losing just one customer creates adverse long-term revenue issues for any company. The competition in every industry is incredible and delivering world-class customer service would seem to be at the top of everyone’s priority list. But from my recent experience, unfortunately I’m not seeing it.

For example: I’m trying to purchase a high-end item. The item I’m trying to purchase is a lot of money to me, but maybe it’s not that important to the businesses I’m trying to purchase it from. I know for a fact that this item has a high margin so I can’t understand why I’m getting the poor service I am. I consider myself a smart, knowledgeable shopper---I’ve done my research and I know exactly what I want. I contacted (either in person or via e-mail) the stores I shopped with and provided the list I wanted, you would think it would have been an easy sell for them. They provide me the product, I provide them money and all are happy. I get what I wanted and they get what they’re after…a win-win for everyone. All I’m asking for in addition to the product is a friendly, knowledgeable salesperson who seems to be concerned with not only this purchase, but to create a relationship that will bring me back from this point forward for all my future needs. But I haven’t found that to be the case.

In shopping at three different stores for this item, two of them acted as if they were not only doing me a favor by helping me, but seemed put out that they had to work with me…AND I HAD DONE ALL THE LEG WORK IN ADVANCE!!! They just had to take the order and deliver the goods to me. Basically a “demand order” which is the easiest sell for any business.

I finally found one store that had a knowledgeable salesman, who didn’t make me feel bad about asking him for help. But even with this one I was provided inaccurate information, I have had to call them back multiple times to get information promised to me, and after re-asking for confirmation of what I was ordering was told, “hang on…let me grab a pen and paper to write this all down on because my memory isn’t that good.” WHAT!?!?!?! He didn’t know that until after I had stated my order, and now asked me to restate it all again!!?? Come on!

And this is just one small example of multiple instances I’ve recently experienced. And all with the same seemingly lack of concern, lack of action, and lack of service.

Poor customer service is really a pet-peeve of mine. I don’t understand how any business owner allows their employees to provide anything less than world-class service to everyone who walks through their doors, makes a phone call to their business, or communicates with them via e-mail.

If the employer knows this and doesn’t do anything to resolve it, that’s a real problem. If the employer doesn’t know about it, that’s an even bigger problem!

Secret Shoppers are one key to finding out how your business is doing serving it’s customers. Another method is someone simply asking customers the ultimate question, “Would you recommend me to your family, friends and colleagues?” The answer would probably be a real eye opener.

Another thing that always amazes me is when businesses internally sit around asking each other what their customers think about them. The Marketing Team is asking the Operations Team who is asking the Sales Team who is asking the Installation Team. Why isn’t anyone asking the people that know the answer: The Customer!

The customer, yes that person with all the power (the money), is the most important asset of any business. You would think that every business would understand that and put its maximum effort in training in how to serve that priority with the ultimate care.

Not only is it important to deliver world-class service in today’s economic turmoil, it’s important to create a culture of it within your business regardless of the economy. Those that do will have a stronger future. Those that don’t should know the writing is already on the wall.

Regardless of your business/industry, focus on the world-class service to your customers. Make the customer feel valued. Create a relationship that not only makes the customer want to do business with you again, but makes them want to tell everyone they know about how you served them. Isn’t that the way everyone wants to be treated anyway? Even business owners are someone else’s customer.

Until next time, remember “Your Success Is My Business."™

http://www.joeypeacock.com/