Do Your Customers Get a Standing Ovation?

This is a guest post by Chip R. Bell. Chip is a keynote speaker and author of several national best-selling books. His newest book is Kaleidoscope:  Delivering Innovative Service That Sparkles.

Give Your Customers a Standing Ovation

I smile every time I think of one of my favorite clients from a number of years ago. What made it fun was a visionary, high energy CEO. The company’s sales came through a retail catalog mailed to customers who then placed orders largely via a call center. It was also a time the company elevated its emphasis on their customers’ experiences, not just the merchandise their customers purchased.

One component of the “voice of the customer” initiative was to hold a focus group session with a group of customers who were chosen because they had recently bought and/or returned merchandise. The first focus group was attended by all of senior leadership, including the CEO. At the end of the session customers were given a gift, and while they got a tour of the large distribution facility, the executives who watched the focus group worked on ways to translate insights gained into actions or, in some cases, a wakeup call to get more customer intelligence.

 

“Neglect is more dangerous than strife; apathy costlier than error.” -Chip Bell

 

The highlight of the focus group session was inviting the customers at the end of their tour to have lunch in the employee cafeteria. Prior to their arrival, word was quickly passed that a group of customers were en route to the cafeteria. As they entered the large cafeteria, the entire room erupted into a lengthy standing ovation. It was powerful and affirming!  And, in the words of one employee in the room, “This makes my challenging work worth it.”

In the following weeks, my conversations with the CEO revealed a fascinating discovery.  The standing ovation became a metaphor for the sprit conveyed by the call center employees. Instead of, “Smile more on the phone,” or “Listen more to your customers,” it became, “Give your customers a standing ovation experience.”  It was code for unmistakable valuing and obvious affirmation.

 

“Great relationships are fueled by affirmation.” -Chip Bell

 

The Power of Appreciation

Lessons from Life’s Most Precious Moments

On My 25th Anniversary Moments that Change Your Destiny

There are moments in time that change everything.

Lightning strikes a tree and alters the course of a stream causing two rivers to join.

You’ve heard of the butterfly effect, where one small creature flapping its wings and creating a small wind current causes a chain reaction that alters hemispheric weather patterns half a world away.

When I think back on my own life, there are a few of those major moments that changed my life. Had just one person, one event, one little part of the equation been altered, even the slightest bit, who knows how different my own life would be.

 

“A good life is a collection of happy moments.” -Denis Waitley

 

Pay Attention to Chance Encounters

Skip & Anita PrichardOne of those moments happened in 1990. I walked into a crowded room, looked up, and met eyes with the most beautiful woman I had ever seen. Everything slowed down for a moment, the world tipping on its axis, freezing time long
enough to suspend us for a few seconds. It was immediate. It was intense. It was like nothing I’d known before.

Only a short time later, this week in 1992, she stood in the back of a church, the light flooding in through a stained-glass window behind her. She seemed to almost float there, as if she were an angel who was given the option to become fully human and was making her choice by joining her life with mine. From the front of the church, I sang to her, and she walked up the aisle and then we sang a duet together. Our lives forever changed. Yes, it was exactly like one of those Hallmark movies, the story line either inspiring or sickeningly sweet, depending on your perspective.

 

“Forever is composed of nows.” -Emily Dickinson

 

Harness the Power of Now

Moments change us. Looking back, I realize the power of the moment, the importance of noticing, the beauty of mindful observation, the strength of awareness.fullsizerender-2-2

So many people who were there with us on that day twenty-five years ago are gone:

  • Our matron of honor and my best man that day were my grandparents. They were so surprised and honored to be asked. It was one of the highlights of their lives together.
  • Others are gone, too: aunts, friends, my other grandparents, who were so gracious that day. My grandmother looked in the camera and thanked my wife “for being one of us now.”

Time marches forward. I’m now that guy that can tell others how to make a marriage last twenty-five years.

There are other moments that stand out:

Buying our first home together. How we managed, I’m not sure, but we did on a shoestring budget. We remember our near panic when we received that first utility bill, wondering how we would pay it.

The birth of our daughter in 1997. We recall every single minute. My wife’s elated cry out to me when her water broke. Hours later, my daughter surprising the nurses by tracking me by my voice.

A health scare. Only months afterward, we were surprised again with another altering moment. I’ll never forget the doctor coming out, telling me that my wife had breast cancer, and that she was about to come out of anesthesia. We would have to tell her together. It was advanced enough to require radiation and chemotherapy. She lost her hair but never her spirit. In a few months’ time, her faith began to sprout faster than her hair, and she has never wavered in her belief.

 

“It is in our darkest moments that we must focus to see the light.” -Aristotle Onassis

 

Life-threatening disease. Years later, we learned she had another cancer. This one even more insidious, threatening once again to steal her away, to shatter the glass of our lives. We’ve learned to pray more in these moments. No one prays in good times quite the same as in challenging times. We don’t know the why behind them. Perhaps God uses them to get our attention, perhaps because we’re finally still enough to see what is always there, and yet we miss it as we race by the important on the way to the meaningless.

Fortunately, she once again beat cancer. This one showed us the incredible blessing of friends who were there for us through every moment.

 

“Flowers grow out of dark moments.” -Corita Kent

 

Then there are the career moments. When she left hers to fight cancer and stay home to raise our daughter. When my promotions started. Her belief in me fueled my success. From the outside, my job promotions looked miraculous. The truth behind them was more struggle, political battles, and more work than you’d want to know. Nothing came easy. And it seems we moved so often that my wife put our furniture on wheels. In fact, it was our move to Columbus from Nashville that opened our eyes into how much junk we were carting around, stuff from decades ago, some of it in boxes not opened in several moves.

3 Unconventional Ways to Provide Stand Out Customer Service

This is a guest post by Monika Götzmann. Monika is the EMEA Marketing Director of Miller Heiman Group, a global sales training and customer experience company. It specializes in customer service coaching.

Customer service can have a decisive role in the success or failure of a business. In fact, an American Express survey found that 59 percent of people would try a new brand for a better customer service experience, while 70 percent are willing to spend more with companies who provide a great service.

 

59% of people would try a new brand for a better service experience.

 

Unconventional Yet Effective Customer Service Training Tactics

Here, we look at three unconventional customer service training tactics to help your business stand out:

1. Customer Service Training for Everyone

One highly-effective, yet unconventional, tactic is to insist that everybody in a company undergoes customer service training, even if their role is not directly linked to delivering customer service.

Perhaps the most notable example of this is Zappos, who insist that every recruit goes through four weeks of customer service training. The result is that all staff members, even in corporate positions, have first-hand experience of dealing with customers and can better understand their needs.

 

“Customer service is not a department. It’s everyone’s job.” -Unknown

 

2. Understanding Basic Consumer Psychology

Another unorthodox customer service training method is to focus on consumer psychology. Although people are all different, there are a number of behaviors and thought processes that are fairly typical for all consumers. According to Harsh Vardhan, writing for “YFS Magazine,” some of the fundamental customer traits are as follows:

  • When given a choice, customers generally pick the easier way
  • Customers want reassurance or solutions as quickly as possible
  • Pricing is not so important to loyal customers

Teaching your reps these basic concepts can allow them to deliver more satisfactory customer service.

 

“The customer’s perception is your reality.” -Kate Kabriskie

 

3. Playing Devil’s Advocate to Your Own Products

How to Make Successful Connections in the New Global Era

How to Make a Successful Culture Crossing 

We live in an increasingly connected world. That much we all know. As a regular globetrotter, I know how easy it is to cross borders.

But it’s not always so easy to understand each other.

Often I see how a phrase in one language doesn’t translate to another. Try speaking on stage and using a gesture that is common in one country and see how it offends an audience in another. Technology and travel have moved faster than our understanding of cultural differences.

That’s why I loved reading strategic management consultant Michael Landers new book Culture Crossing: Discover the Key to Making Successful Connections in the new Global Era. It’s an extraordinary look into our differences. Michael provides insights into how we can create more effective interactions and thus achieve greater success in working with each other. I talked with him about his extensive work.

 

Leadership Tip: Be mindful of your own cultural programming when working with others.

 

Avoid a Culture Crash

What’s a culture crash?

Every time people from different cultures interact, a culture crossing occurs. When you get a culture connection, things go well, and the impact you have on each other matches your intentions. But there can also be a culture crash,  a phenomenon that occurs when someone from one culture unintentionally confuses, frustrates, or offends a person from another culture. Typically when these occur, people’s intentions are not in alignment with the impact they may be having on each other.

 

Would you share a high-profile example or two?  Some more recent culture crashes that come to mind include when Microsoft founder Bill Gates insulted the South Korean president by keeping one hand in his pocket while shaking her hand, a sign of disprespect in South Korea, or  when LeBron James inadvertently disrespected Princess Kate (and much of the U.K.) by slinging his arm around her for a photo op.

 

Recognize Your Own Cultural Programming

Can you share a few simple culture crash–minimizing techniques?

There is a three-step method that can apply in many situations that helps people to take some of the “cultural reflex” out of the equation and set themselves up for success.  It’s the same method I share with all my clients:

  1. Recognize your own cultural programming.
  2. Open your mind to other ways of perceiving or approaching a situation.
  3. Identify opportunities to adapt your response to optimize results.

The methodology is widely applicable, whether the goal is to increase sales, build strategic partnerships lead people/teams, or maximize the potential of a diverse customer base.   The more you search through your cultural baggage and recognize your own cultural programming (Step 1), the easier it will become to put the next two steps into action. Getting to the bottom of your bag won’t happen overnight. I’ve been at it for several decades, and I still regularly discover new aspects of my cultural programming.

 

Acknowledge You’re in the Dark