We’ve all seen poor customer service. There are times when it’s only slightly off and times when we are astonished at how bad it can be. And then there are the times when we are wowed with such amazing, friendly, caring service that we have to tell everyone about it.
Only 4% of dissatisfied customers contact the business.
Tema Frank founded Web Mystery Shoppers International, the world’s first company to test omnichannel customer service. Her new book, People Shock: The Path to Profits When Customers Rule, shows off both her decades of business experience and the research from interviewing over 150 business leaders. She developed a formula to help businesses improve the customer experience in the midst of a digitized world.
I recently asked her about her research.
“The key to getting work done on time is to stop wearing a watch.” –Ricard Semler
As we automate more and artificial intelligence wipes out jobs, the smaller amount that is left for human to human interaction becomes critical. Companies that are people-focused (while using technology to support those people) are the ones that will win in an era of increasing competition and social media power. If you get the people side right, PeopleShock is your key to success. Ignore it and your company will soon be history.
“If you’re too busy to build good systems, then you’ll always be too busy.” –Brian Logue
Please share your 3P Profit Formula with our audience.
Customers are cranky, and they’ve got more choices than ever before. So you’ve got to keep them happy, and that means getting all of the 3 Ps of Profit right:
Promise – Having a clear aspirational, inspirational and memorable reason for doing what you do inspires staff and customers. It also gives staff a filter for decision-making: Would their action be consistent with the company’s promise?
People – Business success comes from connecting effectively at a human level with people inside (staff) and outside your organization. Outsiders include not only prospects and customers, but people we sometimes overlook, like suppliers, distributors, lenders, investors, media and the public.
Process – As time goes by, some of the processes that got you to where you are stop making sense. To deliver consistently great customer experiences, you have to regularly re-assess how you’ve been doing things. Start by looking at processes from a customer point of view. What do they experience? Then look at how that lines up with what you do internally.
“CEOs are the ones who must conduct the corporate orchestra.” –Tema Frank
I found it fascinating, and I kept returning to the prompts to push myself. Then, I reached out to Jane to talk about her research and experience into creative strength training.
Jane Dunnewold teaches and lectures internationally, and has mounted numerous one – person exhibitions of her art work around the world. The former President of the Surface Design Association, she has authored numerous books on textile patterning and surface design.
“You are perfect the way you are…and you could use a little improvement.” -Shunryu Suzuki Roshi
Yes, Skip, it IS possible. It would be disingenuous to say that everyone is capable of being creative at the same level, but EVERYONE is capable of learning to think (and behave) more creatively than they do right now. Of course there are people who are really creative, and they’ve embraced it. I’m not talking about them. I’m talking about the large percentage of adults who are “out of touch” with what it means to be creative.
Re-connecting with creativity happens in stages. The first step is acknowledging how you feel about your own abilities. You might not feel very creative. You might not feel creative at all. Either way, I’d be inclined to ask, “What about other people? How creative do you think they are?” Because most of us can see something creative about other people’s behavior more easily than we can see it in ourselves.
Once we begin to notice other people’s creative ability, it’s easier to acknowledge our own. After all, if everyone else has at least some modicum of creativity, by default we must, too! Accepting that creativity is in us, no matter how untapped it may be, is the first step in learning how to unlock its potential.
Copyright Jane Dunnewold. Used by permission.
By the way, I highly recommend actually writing down whatever you’re thinking concerning creativity – yours or someone else’s – because then you’ve tethered your thoughts to the earth plane. We’ve all had the bummer experience of having a great idea – one we can’t possibly forget. But then it slips out of consciousness, and no matter how hard we work to get it back, it’s gone. Writing captures thoughts and ideas in order to allow time to develop them.
The second stage is remembering creative approaches or ideas we’ve used in the past. Sometimes I use a few questions to get people started, like, “Can you remember making something as a kid, from odds and ends – maybe re-purposing something, maybe even a toy? What was it? How did you do it?”
Another good question? Games we invent as kids. What were the rules? Who made them up? These prompts almost always lead to memories of creative activity—changing a recipe, fashioning a quick fix for some household problem, coming up with a gift for someone that was off the wall. Most people are creating all the time. They just haven’t named it yet. So asking someone to recall small acts of creative action primes the mental pump.
The third stage encourages people to embrace being creative on a regular basis. Because, as is true of all learned behavior, practice helps us get better at whatever we’re doing. Athletes don’t come out fully formed and neither do musicians or spiritual guides. Each works repeatedly at improvement. Creativity isn’t any different. You may not ever be the most creative kid on the block, but you can get a heck of a lot better at it if you intentionally seek opportunities to be creative in your approach to work or play – or Life, for that matter – and then embrace those opportunities.
Cultivating strategies to enhance the ability to think creatively include asking questions when you face a situation where the “same old, same old” doesn’t feel like the best solution. The questions could include:
What’s boring about how this is usually resolved?
What are the roadblocks to the problem’s solution?
What’s the craziest solution I can think of right now?
What would ___________ do? (Not Jesus, but someone you really admire and believe is a creative person! What would that person do under the circumstances?)
Maybe you’re not problem solving per se; you’re just thinking about your life and wishing you could be “more creative.” If that’s the case, then answer these questions:
Is there something I’d really like to learn to do?
Am I afraid to try it? Why? What am I afraid of?
Can I accept trying something even if I’m crappy at it, if I think it will be fun?
Each of us can craft questions that suit our own situation and personality. But ask a few of the above to kick things off. Get a feel for how to advance beyond usual thinking where problem solving or personal use of time is concerned.
“Find your own rhythm. Seek your own alignment.” -Jane Dunnewold
Copyright Jane Dunnewold, 2005, Used by Permission
I LOVE this question! Stamina = strength, right? Athletes build physical stamina, and you might think “creative” stamina only applies to artistic types. But anyone can build creative stamina by showing up and by working with the three stages I described above. Just don’t turn away or give up when the going gets rough. I’m reminded of the movie “The Shawshank Redemption”: Tim Robbins cogitating, strategizing, working endlessly, bit by bit, to escape from prison. Creative stamina isn’t as harrowing as that, but it does involve good-naturedly returning to a situation with resolve. As an artist, it means not getting a “poor me”’ attitude when things aren’t going well in the studio. It would be easy to look at what other accomplished artists have done, and give up. Just shelve it. But don’t. Keep working. And there’s always more to do. The end goal is elusive. This is the story of authors who send manuscripts to 50 agents before they find one who will give them the time of day. This is the story of actors who try for roles until they’re totally beat, but go to auditions anyway – and eventually land a part.
People who don’t think of themselves as creative assume what I’m describing has nothing to do with them. But it does. Building creative stamina means figuring out what you care about and then engaging with it creatively—whether you love to cook, and the vegetable soup isn’t quite right, or you love to garden, but the ground is hard as a rock. Maybe you don’t even know what creative passion is, but you keep showing up and trying things on for size.
“If you always do what interests you, at least one person is pleased.” -Katherine Hepburn
Why is the study of happiness and the pursuit of happiness such a rage today?
Well, I think some of the things that used to make us happy such as a sense of community and connection have been lost. So, a loss of place and being more urban is now a contributor. Also, a rising middle class focuses more on happiness. They say there is also something bigger when things in the larger society seem out of control—things like climate change, terrorism, the pace of change. We realize we cannot control these things so we often focus in where we can change—which, by the way, is a good instinct because it is where all societal change begins anyway. Finally, I think the fact that science has started to study happiness in a serious way helps because maybe people feel that you can actually hardwire happiness rather than thinking that some people are simply happy.
“For there is nothing either good or bad, but thinking makes it so.” -Shakespeare
“Attention without attachment” immediately pulled me in. How do we best make this a daily practice?
It is a critical concept for happiness. Attention is about the actions we take, the intention we have moment to moment. Attachment is a focus on a goal or what is called in yoga a “sticky desire.” Here is a simple example: I play a great deal of tennis. Attention is about being in the present moment at every point in a match. Being aware of my body, how I want to hit the ball and seeing what is happening around me. There is great happiness in playing and even the artistry of the moment-to-moment intention to improve. Winning the match is attachment and is something I cannot control. The more I focus on my attachment to winning, the less happiness I will have and, ironically, the less likely I am to win. The way we cultivate this is to first recognize the difference when it shows up. When we feel that happiness is in the outcome we must stop that thought and instead have this mantra: “I choose to be in the present moment accepting whatever is. The outcome is not in my control.” This takes training of the mind which we have trained to focus on attachment to what we cannot control: the future. When our intentions don’t lead to our desired outcome, we must then simply re-choose how to be in the present moment again. So, you lost the match, the relationship, the promotion, or even playing golf this afternoon when the rainstorm ruined it. Once you see that unhappiness is resistance to whatever is at any moment. Happiness is being present in each moment and open to what might arrive. Never confuse this with some resigned passivity. I am still going to practice hard for the next match, but it is attention without attachment.
“Routine is deadening to the human soul.” -John Izzo
Surrender is the opposite force from control. But it’s so far from easy for many of us. How do we build up a reservoir of surrender energy to be used just when we need it?
Surrendering is very hard for most people. It begins with the realization that all emotional and spiritual suffering is resistance to whatever is happening at any given moment. This may seem like hyperbole, but it isn’t. All the great teachers taught surrender in one form or another. I think you start by practicing with the little things. You had a busy day and can’t wait to get home; suddenly there is an accident, and you’re stuck in traffic for an hour. Practice accepting what is with no resistance, surrendering to the outcome and asking, “How can I find joy or meaning right now?” If you practice surrendering to the small detours in life, you will be ready for the big ones like the death of someone you love or your eventual loss of health. We are a society of doers, so we don’t like surrender, but my idea of surrender is not simply giving up. It is embracing whatever is while trying to influence it as best I can. But surrender comes before action. Acting from what I call “surrender energy” is more powerful because you aren’t taking on the misery of attachment. You begin with the little stuff because if you can’t surrender to that, you have no chance when the big stuff shows up.
“The future cannot be controlled, only experienced.” -John Izzo