Be A Yes Person

We understand the ready, fire, aim concept.

But do we live the essential essence of the opposite; intentional and proactive thinking and doing?

Years ago one of my favorite Disney colleagues, Dennis Frare, shared a statement that is one of the most profound truths i’ve ever heard.

To know is to do. To know and not do, is to not yet know.

The value of the following yes-or-no questions is self-evident and irrefutable.

Have fun answering.

1. i have read at least 24 customer service books?
2. i am the most passionate student of customer service i know?
3. i subscribe to, and read, at least two daily customer service  blogs?
4. i have personally written extensively (subjective) about customer service strategy and tactics?
5. i teach customer service to others?
6. i have a profoundly simple recipe for world-class customer service?

These questions are the ticket to the dance. They are in no way all-inclusive. The road to excellence has no finish line.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

Ready, Fire, Aim

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Before you go any further, ask yourself some honest service questions.

If you are unable to answer yes to every question, you should rethink your motivation.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

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Stop piling it on

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Do an inventory of your business book collection, business email subscriptions, self-improvement Facebook pages you’ve liked, and people you follow on Twitter and LinkedIn.

Quit buying customer service business books you’ll never read.

Quit listening to podcasts.

Quit reading blog posts.

Quite surfing LinkedIn and Twitter for the next customer service nugget.

How much customer service information do you need before you can convince yourself you’re confident in your customer service convictions?

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

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Fear is a Liar

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We admire legendary corporate cultures. Companies like Apple, Harley-Davidson, Southwest Airlines, and of course, Disney, come to mind immediately.

If we are honest with ourselves, would we say, deep down, we’ll never be as good.

i mean, seriously, how could we possibly create a customer service culture that actually manifests itself as organizational vibrancy?

We can’t.

And we believe the script we tell ourselves.

What if i challenged you to .think .differently?

To imagine being able to draw up cultural blueprints; to architect a foundation that you can’t wait to show and tell others about.

This book illustrates the four foundational customer service building blocks for world-class corporate culture.

It’s just a dream and a drawing, but guess what?

Now you have a drawing.

You never had a blueprint before.

You’re welcome.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

The Law of Customer Service “Wow”.

Satisfaction is dangerous.

There, i said it.

Customer satisfaction is dangerous to your long-term brand reputation, financial results, and shareholder value.

No one tells us this.

Why?

Because they’d be ridiculed.

Why?

Because most organizations measure it.

CSI. Customer Satisfaction Index.

Patient Satisfaction.

There’s no magic in satisfaction. When we meet the needs of our customers they are satisfied. There’s no buzz and no story when our expectations are met.

Only when our experience is amazing or when it’s awful is there a story to tell.

When it’s amazing we recommend. When it’s awful we warn.

When things go just as we expect, there’s no buzz.

The only way to reach wow is through amazing and awful.

To become a world-class customer service organization, amazing has to be all day, every day. It’s architected into your culture. Amazing has to be par for the course.

Leadership must ensure you are hiring people who would be disappointed if they couldn’t deliver “wow” all day, every day. And this applies to every role, customer-facing or behind-the-scenes.

New employee orientation must guarantee every employee understands your organizational DNA, which includes putting every customer up on a pedestal.

Your customer service culture requires every single employee (zero exceptions) to deliver at such a high level that satisfactory service would feel like poor service to your customer.

Be so amazing at what you do that no one can ignore you.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.