May 2011
TuneUp Times
with Cath
Greetings,
Certainly this happens for you too? An 'emotional memory' of service you have received?
This is when the service was either so bad or so good that it sticks and stays.
TO DO: Figure out what emotional memories you are creating with the ways you serve your customers. (If you want help, this is what I do.)
People get treated well, they remember, they talk. You want them to.
True Story
Ever since my 52 year old sister Pudge died of MS, (nasty disease), I have never forgotten the great care she received during the last year of her life.
I praise the people at West Woods nursing home in Niles, Michigan. My emotional memory? Beautiful facilities. Immaculate. Competent staff, with warmth. And everyone greets the residents by their names. Everyone.
There's a waiting list to get in. I can still see Pudge toe-tapping to a western song by one of the musicians they brought in to entertain.
A month later she was gone. But due to their caring ways, she had some dignity left when she stepped through death's door and I had some peace knowing the kind of care she received.
Whenever emotions are touched, memory is too.
See you next month,
INTENT:Creating customer centered workplaces staffed by people skilled employees.
Simple
As exasperating as members of the Public can be at times, they are part of your ticket to life.
Roof, food and fun.
Brought to you by, and made possible by, customers.
Customers want something you have, whether it's an ice cream cone, someone to draw up their house plans, build a website, remove snow, design their PR campaign, or make them a double chai latte two shots with double extra foam.
What do all customers have in common?
They want something. Figure out what that is, and provide it.
No guarantees, but when you take good care of your customers,
up go the odds that you will have repeat customers.
Which leads to continued roof, food, and fun. No customers. No paydays.
This Customer Service TuneUp is an excerpt from the book: It's Not Nice To Choke Your Customer.
In our overall lives, let there be play. And in our workplace now and again, let there at least be breaks that resemble play.
I'm not talking of the 20 minute morning and afternoon breaks.
I'm talking leave-the-building breaks.
EXAMPLE: Recently the San Diego diplomacy team I work with went downtown to explore anew. We went to El Vitral, a high-reputation restaurant that opens up to our new ballpark. It was game day. We could hear the bat hit the ball and the crowd roaring their approval. It felt so urban to be there. A change of pace. A new exploration.
Breaks are meant to be refreshing.
Take a play break and come back ready to be productive again.
PERSONAL TUNEUP
INTENT: Keep life light: PASSION
Take passion personally.
Think of passion as the fuel for your life,
the direction giver, the way to overcome inertia.
In everyday life, your soul seeks expression through your passion.
If you want to connect with your passion, begin by paying attention and noticing.
▪ Notice what brings you joy*. Pursue it.
▪ Notice what natural gifts** you have. Express them.
Take passion personally. Our world could use your gifts.
* For me? Colored pens, paper and drawing. Writing. See the lights go on in people. Linking people globally, with fun. You?
** Organizing people to action? Great with details? Public speaking? A natural leader? Crafty with hands? Easy to serve people? Etc.
Osama Bin Laden – No longer walking among us. I watched the cheering on our streets. Not blaming, yet not quite able to hoot and holler myself.
Wishing the world were other than it is. Working to make it better. Knowing acceptance is often our path to peace in this moment.
Creating customer centered workplaces staffed by people-skilled employees.
- Lively Interactive Keynotes
- Breakout Sessions
- At Workplace Workshops
- Quarterly Maintenance Programs
Customer Service TuneUp Tools
Book/FlipBook/Employee Appreciation Cards
Thank You Greeting Cards
