Need a "Culture" tune-up?

A few years ago, I read a book that I cannot get out of my mind. (Read my review of "Delivering Happiness"). Even while delivering a number of presentations discussing company culture, the topic turns to "Delivering Happiness”, written by Tony Hsieh. The book serves as an inspiration to those who would like to create a great work environment.

I have one question for you--would you enjoy working in this environment?

Zappos Family Music Video

Well, would you ENJOY working in this environment?

p.s. Did you have a copy of Zappos' free culture book?

What are your customers saying behind your back?

What company do you admire? I admire Progressive  (and my insurance agent Ken McKinley) because of their customer focused attitude. I get the feeling that I’m more than a “number” to the organization. Plus, I just love Progressive's wacky commercials.

Take a look at  Progressive's vision:  

We seek to be an excellent, innovative, growing, and enduring business by cost-effectively and profitably reducing the human trauma and economic costs of auto accidents and other mishaps, and by building a recognized, trusted, admired, business-generating brand. We seek to maximize shareholder value and to provide a positive environment that attracts quality people who develop and achieve ambitious growth plans.

It's easy to write about the people you do business with -- when they provide great customer service. Are your customer's writing good things about you?

Must-Try Marketing Maneuvers - Forbes.com

Image by Getty Images via @daylife

Getting the message out to the public about the benefits our products and services is paramount. The big question is -- how do we do this and not spend a bundle. Must-Try Marketing Maneuvers - Forbes.com lists low-cost tips to help you market your product or service.

Here are a few of my favorite points with my own commentary:

1. Stick to a Shtick
Focus.Focus.Focus. Years back when I launched my first venture, I started out with the focus to build one brand, but eventually my focus branched out. I went from a premium, high quality boutique strategy to a low coast, "everyone is in my target market strategy." It didn't work.

2. Turn customer into stars.
When I experience a great product or service, I like to tell folks about it. When FedEx Office helps me to present star quality material, I tell my entire network about FedEx Office.

3. Work the press
We have to help others see the value in what we offer.

To read the entire list, see marketing.

Customer Service From Hell

Saying you are sorry -- is that enough for your customers?

I thought you might enjoy an entertaining, yet realistic customer service piece written by John R. Brandt posted on Industryweek.com. Brandt, formerly editor-in-chief of IndustryWeek, is CEO of the Manufacturing Performance Institute, a research and consulting firm. Here's an excerpt of his article -- thoughts on Sorry.

Sorry means never having to actually solve a customer's problem. The customer service reps (CSRs) may not have been able to find my luggage by staring into a computer screen in a cubicle in India (some 8,000 miles from Atlanta, where the bags were presumably stranded), but boy, could they apologize. It was clear that Hell had spent an enormous amount of time and money -- not on baggage recovery, but on training CSRs in how to deal with angry people without clean underwear; I have never in my life received so much useless (but polite!) empathy and understanding for my trouble, my frustration, my inconvenience.

Continue reading Brandt on Leadership -- Customer Service From Hell

AT&T Reps In The Spotlight

AT&T forget [forgot] a basic building block of delivering great customer service -- get everyone in their support center on the same page. When agents are not saying and doing the same things with the customer, that well-earned credibility begins to erode. Read more of the AT&T customer service story.

Act Too Fast And Say Goodbye to Customers?

Life experience tells me that building trust is not a quick fix deal. Now, losing someones trust is another story -- one bad move can wipe trust away quickly.Trust, which Websters describes as assured reliance on the character, ability, strength, or truth of someone or something b: one in which confidence is placed, is necessary if we want to accomplish anything. Building trust takes time (it's worth it), and that time may vary depending on the parties involved. Move too fast in this area, we risk losing clients or customers.

Naomi Karten, an author and a highly experienced seminar leader and speaker, has a helpful trust building article posted on StickyMinds.com. Karten draws from her psychology and IT background to help organizations improve customer satisfaction, manage customer expectations, and strengthen teamwork.

She doesn't offer any quick fix solutions, but provides sound advice. Here's an excerpt from her article:

"The common wisdom is that trust is something you have to earn; it's not automatically conferred just because you would like to be trusted. However, this wisdom is an oversimplification. Several factors influence how quickly you're able to gain trust; and while some of these factors are within your control, others aren't."

See Karten's article on factors that influence building trust.

3 Words You Don't Want to Say

In the competitive marketplace of today, customers are all so valuable. No longer can companies afford turning off customers or members. Remember the old marketing adage, "it costs 10 times more to get a new customer than to retain an existing one."

In a recent post, Customer Service and Silver Bullets, I shared my recent experience with a retail clerk not devoting his full attention to customers -- the cell phone was glued to his ear. This retail clerk didn't appreciate the value of the customer on this day. But this clerk is not alone when it comes to under-valuing the customer.

My Colleague's story

A colleague of mine, had a story that topped this one. He said he was calling a support line to get a few account questions answered. It was at this moment that he heard 3 words he did not want to hear.

"I don't know."

These are the three words my colleague heard. It was like a dagger to his heart. These 3 words caused his heart skip a beat and created deep-lasting injury. He subsequently transferred a large amount of business away from the company. He had given the support reps plenty of chances. Not everyone is going to know the answer to all questions. However, there are steps we can and should do to minimize the risk of alienating a customer and more importantly -- losing credibility.

What you can say

"I don't know the answer to your question, but I will find out." There is nothing wrong with admitting we don't know something. Honesty is an endearing quality. But it is important we let our customers know we value them, therefore we will find the answer to their question.

Why this will work

I just believe people admire transparency and a dogged determination to make things happen. When we use the phrase, "I don't know the answer to your question, but I will find out," we show the customer we are just like them --human.

What to Do In The Future

1. Develop a list of frequently asked for your team. This is a task I'd assign to the team. Each member can submit a question to a master list.
2. Coach your team on what to say in this situation. Don't assume they know what to say.
3. Create a uniform environment by having procedures in place. This way you know the TEAM is following the same steps and relaying the same information.

Customer Service and Silver Bullets

What has happened to customer service? A few weeks ago, I was purchasing gasoline at my favorite stations. It's my favorite because the place is clean and the owner is friendly. On this day a younger fella was filling in for the owner. You may have a hard time believing what I saw next. As he rang up three customers plus me, he talked on his cell phone the entire time. No hello. No thank you. Nothing!

What is so hard about delivering great customer service? It’s about being aware and making a decision. Some think there’s a magic pill or a silver bullet for delivering great customer service. That’s just not the case. Exceptional Customer Service authors Lisa Ford, David McNair and Bill Perry, offer common sense tips on delivering exceptional customer service. The book describes the importance of planning, training and commitment when it comes to delivering first rate service. This book is also loaded with customer service skill-building exercises.

One great passage in the book, exemplifies the power commitment and a smile. The story is about one gentleman's passion for personal service. He gave a rose to every female customer, he had great telephone skills and he was enthusiastic about servicing customers. When asked about the success of the gentleman (later became part owner of his company), co-author Bill Perry says, "There is no silver bullet for service. People keep looking for it. Is it the roses, the enthusiasm, the personality-based recruiting, or the countless other 'and then somes'? Maybe yes, maybe no, maybe partly. But it is the culmination of many little things --all of which are delivered with a smile."

We all should strive to stand above the crowd by delivering "knock your socks off" type service.

How to Earn Trust

Justsell.com latest newsletter contained this great article on earning trust. Whatever line of work we are in, trust is a key element. The article says...

How to earn trust (before you can prove it)

We work with those we trust to solve our problems. It's this simple. Your promise to deliver a result (to get more, to save more, to look good, to feel good, to eliminate pain, or to be loved) is purchased only when your prospects and customers trust you to deliver.

For current customers, developing and confirming a level of trust can be established partially through history (how your solution to their need has performed before). But with those who don't yet have a relationship with you, trust is developed as you show an interest in their situations and needs.

Read More.

Distinguished Your Service

What can you do to distinguish your product or service from other providers? David Armano, VP of Experience Design with Critical Mass, posted a few interesting thoughts on an article discussing change and marketing by Tom Asacker, that is sure to help.

His words

White Papers vs Case Studies - What Works Better?

Will it be white paper or case study? A recent article I read, White Papers vs Case Studies - What Works Better?, discusses the roles the two communication mediums play in your marketing campaign. You do have a marketing campaign to increase your credibility? Right. According to the author Jeffrey Long, both white papers and case studies, are effective players in a winning campaign.

What's the difference between the two. Mr. Long describes white papers as being "highly educational, used as a vehicle to establish trust and credibility in business-to-business marketing. Case studies are a third-party endorsement of a businesses’ products or services."

Read more of his article to learn how these two tools can help your marketing program.

Jeffrey Long is a freelance copywriter and case study specialist who helps businesses achieve shorter sales cycles and increased ROI.

Rules of Engagement: Ways to Increase Staff Productivity

I came across an interesting article that is perfect for today’s contact center leader. Have you been asked to do more with fewer employees? That’s a loaded question because I know the answer is yes. Every organization I’ve partnered with, continually asks its leaders to increase productivity – do more with less. Even if you haven’t been asked to do more with less, it’s important for you to increase productivity within your group, team or volunteer group. Organizations just work better when there is a focus on continuous improvement.

The Customer Service Group published this excellent newsletter article, “How engaged are your service Employees?” Why do I recommend you read this article? According to a report from Sibson Consulting, “Customer-centric companies invest in staff productivity.” Why? The report says “engaged employees are more productive employees.” The bottom line ...the productivity of employees in the contact center plays a huge role in customer satisfaction. Now keep reading to see the newsletter's tips on how your organization can increase productivity through engagement.

There are four types of interventions that have proven effective in increasing engagement. Here’s the description of how:

1. Increasing the business literacy of your staff.
2. Actively involving a broad base of employees in the development of organizational actions and initiatives.
3. Designing work processes and jobs that represent meaningful work and have a clear line of sight to customer outcomes and business results.
4. Infusing flexibility, autonomy, and accountability into work processes and the overall workplace culture.

Click here to view the full length article “How engaged are your service Employees?” at the Customer Service Group website.

You Make the Difference!