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by Dave Ferguson

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9 Ways to Deliver Customer Service Fireworks

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Promise Sizzlers and Deliver Fireworks

Think back over the last few days. Do you recall receiving great customer service from anyone?

Did you receive a prompt, friendly greeting by someone who showed they cared about your needs? Did someone deliver what they said they would deliver? Was there a cashier who thanked you for your business? Did a contractor show up on time and finish on schedule?

Leaders often fail to realize the impact of customer service on their business. Done well, it creates an outstanding company. Done poorly, it can be detrimental.

The often-heard statement, “We provide customer service excellence,” sounds great, doesn’t it?

We hear it all the time from companies and people. It’s in their promotional materials, their mission statements, and on their websites. They say it, and often advertise it right behind their so-called “service” counters.

But as the saying goes, “Actions speak louder than words.”

Outside a few rare exceptions, the best customer service we get these days is a flickering sizzler. It is time for some fireworks!


Here are 9 tips on how you as a leader can put the fireworks back into your company’s customer service.

These tips apply to anyone at any level who deals with the customers and clients of your business – either directly or indirectly. In fact, they apply to everyone.

  1. The right customer service attitude is critical.

As the leader, you have to set a great example when it comes to attitude. Choose to be positive all the time, and decide that you and your team will deliver customer service passionately. Ensure that everyone at your company is doing the same…not just when they feel like it, but with every single customer interaction.

  1. Don’t try to seduce prospects by over-promising goods or services to them.

When you do this, you open yourself up for failure. You should set realistic expectations, and give yourself some freedom to adjust where necessary. Deliver what you say you will…or more. But never less.

We’ve all heard the old cliché, “Under-promise and over-deliver.”

We tend to want to promise prospective customers more, so they feel the value. We also enjoy over-promising to make ourselves feel more valued. When you under-promise, you have the opportunity to continuously impress your client.

When you over-promise, you can potentially stress yourself out and look desperate. Even worse, you could appear to be a liar.

The great Henry Ford once said, “You can’t build a reputation on what you’re going to do.”

If you agree he was right, let’s agree we should build our reputations and relationships by what we actually do and how we deliver.

  1. Keep your word, but don’t make it your motivation to deliver.

Deliver because you should! If you are one of those people who is always in “promise mode,” slow down, and consider some other options.

  1. Don’t let “busyness” drive your work style.

Put nothing in front of providing the best service possible. Many people try to show people how important they are by how busy they are. Manage your workload, and use effective time management practices, but don’t be an expert in “busyness.”

  1. Deliver to your customers because you have the passion to do so.

Don’t do it just because you said you would. It’s very easy to spot someone who is just going through the motions. Today, people want to work with people they feel are truly engaged in the service or product. If you don’t enjoy what you’re doing, find something to do that you can enjoy.

  1. Be creative and grow with the client.

Go in with the attitude that what the customer or client asked for is just the beginning of the relationship. This creates an opportunity for both of you to evolve. At the least, you will have a loyal client; but likely you will get additional business by their referrals.

  1. Keep your customers informed.

If you are running behind schedule because you see something you can do for them of added value and you need more time, let them know. They will both understand and appreciate your efforts.

  1. Deliver something extra.

Without asking if they need it, deliver an extra WOW! What happens beyond the agreed-upon deliverable is what makes the real customer service difference.

  1. Create your own style and deliver your product and/or services uniquely.

Wrap your services in nice packaging and top if off with a bow! The extra touches distinguish your company from the myriad of others out there who do what you do.

Today, there are many leaders trying to grow their business through desperate measures. They will put down the competitors, over-promise, cut their prices to the slimmest margins, and quite frankly, lead prospective customers on. It’s a race to the bottom of the barrel.

If you stay clear of these mistakes and move forward with the techniques described above, your business will stand out from the crowd, not only today but for the long run.

After all, customer service is about building customer relationships, and a good relationship builds a loyalty that keeps the customer coming back.

As a leader, you must set the standard and keep your finger on the pulse of customer service. It is the lifeline of your business.

Dave Ferguson is “The Leaders’ Coach”, an internationally recognized executive leadership coach, speaker, facilitator, and author. Are you interested in having Dave speak to inspire and motivate your team? “ASK COACH DAVE” at 704-907-0171 or at Dave@AskCoachDave.com.

 

The Painful Causes of Fence Sitting

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The Painful Causes of Fence Sitting

When I was a young, adventurous boy, I often would climb fences as a means of taking shortcuts. On one such occasion, I stopped halfway over, which resulted in me getting stuck on the top of a chain-link fence. I was eventually able to get down, but I ended up with a quarter-sized gash on my leg that required several stitches. It was a painful and costly lesson.

Today, I am known by many as someone who effectively assists leaders in making tough decisions. The fact is, however, they are not always tough decisions. Sometimes, they are just a matter of being stuck on the fence.

If you are a business owner or in a leadership role in business, sitting on the fence can be painful and costly. Delaying a decision – procrastination – can take a problem and make it a crisis.

Yet, while many know this, it still happens. Why is this?

Here are five reasons people sit on the proverbial fence.

1. Fear

When I got to the top of that rather large fence, I made the mistake of stopping and thinking about where I was. At that point, fear kicked in, and I stopped making progress. You know the result – my perceived fear became real pain.

Question to ask yourself: What fear is holding me back?

2. Indecision

When I stopped at the top of the fence, I became indecisive.

Question to ask yourself: What decision do I need to make to get off the fence?

3. Perfectionism

The perfect solution for me, while sitting atop the fence, would have been for someone to help me over and provide aid, but the perfect solution did not present itself.

In business today, if you wait for things to be perfect, you are going to be waiting a very long time. Can you afford the time or money it will take to wait for perfection?

Question to ask yourself: What perfect solution am I waiting for?

4. Anger

Sometimes, we delay decisions out of anger. Procrastination is nothing more than passive resistance, whether it is in resisting others or ourselves.

Question to ask yourself: Am I allowing anger to cloud or paralyze my decisions?

5. Laziness

We tend to choose easy over hard in business and in life. Whatever my friends and I were chasing that fence-climbing day, I can assure you, I didn’t get to it. Efficiency is good, but shortcuts are not always the best way to reach a goal.

As a leader, you must frequently ask yourself if you are spending most of your time completing the easy work, while the hard and more profitable decisions and actions are being put on the back burner.

Question to ask yourself: Am I looking for the easy way out of a hard situation or the best way?

That day years ago, I chose a zone many people choose often. It’s called a comfort zone. It was the easy way to get to where I intended to go – or so I thought. In your comfort zone, you embrace laziness, accept your fears, award indecisiveness, and tell yourself the perfect solution will come if you just wait – all while angrily defending a position that is ultimately causing you pain.

I still have the scar from that visit to my comfort zone. It’s a reminder for me to never sit on the fence again.

Learn from my experience – move past the comfort zone!

Dave Ferguson is “The Leaders’ Coach”, an internationally recognized executive leadership coach, speaker, facilitator, and author. For help in getting off the proverbial fence and on to success, “ASK COACH DAVE” at 704-907-0171 or at Dave@AskCoachDave.com.

How NOT to Achieve Your Goals Next Year

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How NOT To Achieve Your Goals Next Year

Over the past few months, we’ve talked about how we are going to tackle our goals and dreams drastically differently in 2014. We’ve also talked about a process I call RPM to help you identify and build a plan to hit your goals. Now, let’s talk about why some people fail to achieve their goals (so it doesn’t happen to you).

I have found these 7 common reasons people fail to achieve their goals:

1. The goals are too many and too big. Yes, it is possible to set too lofty and too many goals for yourself! Some goals can take months and even years to achieve. If you have too many of these, you will probably stretch yourself too thin. Ideally, you should only have a few big lofty goals at one time. You need to ensure you have the time and energy to work on them, so don’t overdo it. A good suggestion is a few killer goals and a half-dozen small goals.

2. They fail to write the goals down. I am amazed at the number of people I ask to show me their goals and they can’t produce anything. Usually, they tell me the goals are in their head and that they don’t need to write them down. I usually answer with some statistics that show it’s much more effective to write your goals down. Folks, use the RPM process we discussed last week…write them down…on paper, in your journal, on a white board, or on your bathroom mirror…just get them down somewhere other than in your head. I carry mine with me all the time!

3. They don’t personalize their goals. Why do you want to accomplish the goal? How will you feel when you achieve the goal? What will it mean for you to achieve your goal? If you don’t have clear answers to these questions, chances are you don’t want to achieve the goal badly enough. You won’t be able to sustain the drive to achieve the goal. You need to be clear about the significance of your goals…crystal clear!

4. They don’t look at their goals often enough. We humans can be forgetful, can’t we? If you don’t physically write down and keep your goals in a place where you can see them every day, chances are you’ll forget about them. “Out of sight, out of mind.” I give my clients a neat little planner they can carry in their pocket or purse. They can carry it with them wherever they go…okay, not in the pool or lake, but it certainly can sit in the beach bag.

5. They don’t review and adjust the goals. Things change, people get off track, and sometimes people set goals way above their abilities. If you are checking in on your goals often enough, you can adjust and change them where necessary. It also gives you a chance to review your effort and plan. Are you really attacking the goals like you planned?

6. They keep the goals to themselves. These are the chickens. They are scared to share their goals with anyone as they fear failure and humiliation. How many times did Thomas Edison fail before he got the light bulb working? Once you have written down your goals, I highly recommend you publicize them. Yes, announce them to everyone you know; family, friends, enemies, co-workers, etc. Post them on your website and on Facebook. It may make you feel a bit uncomfortable but you know what I say about that. “To change, you have to get uncomfortable”. Put yourself out there this year…put it all on the line! You will get to read mine next week.

7. They don’t have a support network. While they are your goals, you don’t have to be out there on an island. This is where a good coach can really assist you. Accountability and follow-up is imperative in the goal process.

Now that you know the many pitfalls, it’s up to you to put yourself in the position to achieve them. Don’t fall victim to these seven common mistakes. If you’re reading this column, chances are you aren’t common. I challenge you to hit it out of the ballpark in 2014! Call me, and I will gladly help you.

Dial Up the RPMs!

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Dial Up The RPMs

Over the past several weeks, we have discussed making changes in our goal and planning processes, getting rid of resolutions, being progress oriented, and finally, how to decide what’s important now (WIN). First, I have to ask you, “Are you committed to creating goals that will be ‘musts’ for you next year, and not just ‘shoulds’?”

I think I heard a resounding “yes”, that’s great!  So, now that you are onboard, let’s get down to the business of how you actually create your goals and plans.

First, I’d like to talk with you about getting and staying focused on what’s really important to you. You probably know what you want, but do you really understand why you want it? Do you build a plan to achieve your wants or do you just wish for them? Review your WINs and decide if they are “shoulds” or truly “musts” for you. Once you commit to a handful of “musts”, let’s move on.

I recommend you use a simple plan I call RPM
(Result, Purpose, Methodology).

Identify the RESULT you want.

Regardless of whether you want to double sales or cut your weight in half, you have to identify and spell it out. I highly recommend you do this on paper. So, let’s say your company’s sales last year were 3 million dollars. If the result you want for the coming year is to increase sales by 20%, then your target number is 3.6 million. That is the minimum result you want. Or let’s say you want to increase the number of days and intensity you exercise. The result you might want is exercising five days a week for at least an hour each day. This is the minimum result you want.

Take a few minutes and write down five results you want this year.

Identify the PURPOSE Behind the Desired Result

Okay, now that you have those five results written down, you’ll need to define the purpose behind wanting to achieve these results. Answer this question for all of your results. Why do I want to achieve this result? Do I want to increase sales 20% to increase profits? Or, do I want to do it so I can use the extra capital to buy out a competitor? Do I want to increase my exercise to lose weight, or do I want to be able to compete in a triathlon?

Take a few minutes and write down your purpose for each of your results.

Identify the METHODOLOGY You Will Use to Succeed

You know the results you want and they each have an accompanying purpose, so we can call them actual goals. Congratulations!

Now we need a plan to accomplish them. What methodology will you use to succeed?

I suggest you have at least five steps to accomplish each goal.

So let’s break one down.

Result: Increase Sales 20%

Purpose: To increase overall profitability

Methodology:

  1. Meet with sales staff and set specific goals with each sales person. I recommend you build in some extra in case you have to let a low-performer go during the year.
  2. Build a plan to target your current customer base to go deeper and sell them more.
  3. Build a plan to target new sales prospects.
  4. Hold each salesperson accountable to the plan (weekly, monthly, and quarterly).
  5. Create monthly sales contests with incentives to the leaders.
  6. Hold yourself accountable to the overall results. (Here’s where you may need a coach.)

If you truly put the time and energy into developing goals, strategies, and action plans…you’re about a third of the way there. Execution is always the biggest challenge. If I can help you and/or your team, let’s talk. No excuses! Have a great week.

6 Critical Tactics for Your Business

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In today’s crazy and often unpredictable economy, it’s easy for us to lose track of what is most important to our business. We too often get caught up in the day-to-day clutter and distractions (email, voicemail, cell phones, etc.) that must be re-directed, re-focused, and re-oriented continually. Our employees are no exception. As a leader, you need to share your focus and vision for your business with your employees.  If you ignore this critical focus, the possibility of wasting energy, time, talent and resources on trivial matters will keep them from attaining the company’s vision and its mission-critical priorities. Can you afford that?

You probably have heard it said that managers do things right, and leaders do the right things. The first statement speaks to efficiency, and the latter refers to effectiveness. It is easy to be busy but hard to work on the right things. You as a leader should focus on doing the right things – those things that matter most to the success of your department or organization. In short, to be effective, you must drive the focus of the organization. You must channel your time, talent, energy and resources into making an earnest effort to focus on the key priorities and goals of your organization. Keep your focus by constantly asking yourself, “What’s important now?” (something I call WIN).

As you formulate goals, strategies, and action plans for the coming year, I strongly suggest you focus your team’s attention and concentration on these six primary areas:

1. Satisfying your customers/clients.
Your team should know clearly that you expect a culture whereby your team falls in love with its customers and their wants/needs. You are in business to attract, delight, and retain customers in a profitable manner….period.

2. Becoming outcome driven; expecting results, not excuses.
Develop a corporate climate that expects achievement and not just activity. Be a leader who admires thinking and planning.  Be a leader who demands effectiveness and rewards it more than efficiency. It is critical you understand that one of the most important jobs you have is establishing a performance and a goal-oriented environment; then hold employees accountable to it.

3. Learning and continuous improvement.
If your people and systems aren’t improving, your company won’t improve! You must champion an investment and dedication to employee learning. Commit to your employees that you want them to continually learn and improve what they do and how they do it. I’m amazed today at the number of companies that have stopped investing in the continuing education and training of their employees. Crazy!!

4. Maintaining and driving profits.
Lead an offensive, not defensive strategy for success. Don’t forget profits! Remember both top line and bottom line growth. Replace high-maintenance/low revenue customers with low-maintenance/high revenue customers. Watch all your margins, and try to improve them where you can. Now is not the time to reduce your value.

5. Letting them know you are in it for the long run.
Don’t be short-term oriented. Make sure everyone knows you’re in it for the long run. If you have a short-term business mentality, you can’t expect employees to think the other way. Business is a marathon, not a sprint. Pace yourself in 2014, and you will cross the line ahead of the pack.

6. Having fun!

Finally, focus on making your business fun. Celebrate progress and reward your employees for superior results. Make coming to work a meaningful event. If you can master this one, you’ll reduce one of the biggest expenses associated with operating a business…turnover.

If you incorporate these six critical tactics into your business plan and continually focus on “What’s Important Now”, you should be in the WIN column in 2014.

Have a great week! Next week we’ll start adding some RPM’s to your plans. Stay tuned!

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