Hey everyone, here we go. . . . . .
IN OUR WORLD
Back from being down Island way in the
I was honored to have spoken to a group of great people at the Education First Steps Charity event where we packed the home of Ralph and Susan Hawkings. I did an abbreviated version of my program on belief structures, They Shook The World. It was a FANTASTIC experience!
Thanks some nifty rescheduling, I get a whole week in town starting on Monday. This breaks the 16 straight weeks on the road! I can’t wait.
The November newsletter is out. It should be posted on the web site soon or send me a note and I will get it to you.
THINGS YOU SHOULD KNOW
As you prepare and plan for a very unpredictable 2009 let me recommend you ADD a line item. Yes, ADD a line item. I know, you are knocking out line items left and right, trying to reduce in every way possible with the economy still reeling. But, I want you to add an item that has very little expense but a GIGANTIC impact – SERVICE. I mean CUSTOMER SERVICE.
I want you to develop a laser-like, strategic focus on your service model. Remember, in times of crisis it’s not the economy that destroys your business; it’s a LACK OF CUSTOMERS. Over the past few weeks I have been harping on taking care of your customers and focusing on your skill sets. These are things you CAN control.
This may cost you a little money in training or meeting expense to audit and launch a strategic service plan, but it is a MUST!
· Initial Point of Contact: Define your first point of contact with a customer/client. These could be multiple, depending on how the customer makes contact (phone, face to face, Internet). Make sure this contact is memorable. During my recent trip to S. Padre, the Harlingen Airport Authority has someone greet EVERY flight and welcome people with a smile. Small but VERY POWERFUL.
· The Process of Contact: Now that you have focused on the initial contact, create a process map and define each contact point with a customer/client. What is the experience like? Is it friendly, smile and attitude driven? Is it SIMPLE to engage?
· The Road Does Not End: Is your customer process circular? Does the first point of contact reconnect after the last point of contact or close of sale? Service is like being a parent, the feelings and responsibilities do not end with the close of a sale.
Interested in these service strategies? Give me a call or drop me a note. We have a complete review process ready to go!
MOVIES: Not a thing out there that will drag me to the movies. How sad. The good news is that Laura and I were invited to the Dallas Premier of the new James Bond movie next Thursday! How cool is that.
NetFlix Fans: Baraka – If liked Planet Earth, you will love this startling visual DVD.
TV: Well, thank God the elections are over and we can get back to important stuff. Try 30 Rock. The new season kicks off with a very funny show. Also, sports are always good!
BOOKS: On Writing by Stephen King. If you have ever thought about writing, this is the best book ever!
MUSIC: I had the pleasure of sharing lunch with David Wilcox during his recent visit to
WEB SITES: Since a big part of what I do is writing, here is a great site for the ABC’s of getting started.
Some interesting numbers:
- Blue Whales (the largest animal on earth, actually surpassing any of the dinosaurs) can produce sound that can travel 1200 nautical miles! Any you guys thought I was loud!
- Barbie has had 104 different jobs since her debut in 1959. She was an astronaut long before Sally Ride!
- The most dangerous athletic pursuit for female athletes is . . . . . . ? Yep, it’s cheerleading. 67% of all injuries are cheerleader related and these are SERIOUS injuries.
- Dr. Seuss’s first book – And To Think That I Saw It On Mulberry St, was rejected 27 times. Just think how sad a world would be with green eggs and ham!
Just a few weird facts.
We can ride off into the sunset together, a rusty old American dream.
Drop me a note with your comments at firstname.lastname@example.org
Thanks for stopping by and until next time, Adios and Aloha.