08.26.19
Posted in Adversity and Opportunity at 12:24 am by Administrator
The phone rings, the person on the other end is a customer who has a difficult product or service issue with your company. Is this going to be a negative experience or an opportunity?
Overcoming adversity in life and in business is a difficult proposition, however, it is not without positives. In business, problems are inevitable but how we respond can be an opportunity to strengthen a relationship and show our customer that we are in it for the long haul.
So the next time you are faced with a difficult issue, think of it as an opportunity to show your customer how committed you are to work things out.
Regards,
Brian
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07.30.19
Posted in Greater Generations at 11:31 pm by Administrator
Articles, speeches, seminars abound regarding the best way to interact with the younger generations in business. I was recently able to spend time with twenty-five young teenage men teaching them some basic construction skills. It was great to see the eagerness and inquisitiveness of a young mind figuring out the best way to hammer a nail or use a hand saw to cut a board. Things that are second nature for me had to be explained and shown in order to help them be successful.
Watching these young men learn and create was a reminder that one of the legacies we can leave with young and old people is taking the time to teach and pass on some of the life lessons we have learned.
It is easy to decry all of the problems and societal issues but it is a greater and more helpful thing to interact and encourage people to grow. When that happens, each generation continues to improve and build on previous successes to become an even greater generation.
Regards,
Brian
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06.27.19
Posted in Who Brings the Business- the rep or the product? at 2:11 am by Administrator
Two sales reps work for the same company- similar territories, accounts, same product lines. However, with all of the similarities, one territory significantly outperforms the other. At a recent meeting of owners discussing vendor’s performance, in one region the vendor was the greatest while in other regions the same vendor was viewed as a poor performer. The discussions didn’t center on the products, or upper management but revolved around the relationship and the service that the local sales representative provided. Typically, the best product on the market does not sell itself unless someone, a trusted advisor, is sharing with their customer what solution the product is delivers.
Part of coaching a team is making those difficult moves when someone is not performing and building client relationships in the field. Just as in sports, coaches have to make decisions to change the line-up for the overall health of the team and business leaders have the same responsibility to make those moves for the good of their organization and their customers.
Regards,
Brian
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05.28.19
Posted in Responding to Less than Perfect at 2:14 am by Administrator
How many times have you received a survey request from a hotel or resort where you stayed? Recently my wife and I were able to spend some time at a nice all-inclusive resort. Most things were top notch. After the trip, I received a survey request (which I usually delete) but on this one I selected very satisfied on most items but on room information I noted that there were some issues with the room’s air conditioning. In less than twenty-four hours, I received a personal email of apology from the manager communicating how sorry they were for anything less than perfect.
While the issue with the air conditioner, from my perspective, was not a big deal, the culture of the resort is that they want guests to be totally satisfied. I appreciated that email because it showed they read the concern and cared about it.
In our businesses we may or may not send out satisfaction surveys, but how do we respond to our customers if there is anything less than complete satisfaction? It can be easy to ignore less than stellar reports of our customer service failures or short comings but if we seek to address directly with our customers, I believe it fosters a deeper relationship with them. When we are truly interested in improving and work to provide better service, it strengthens the commitment between the customer and the supplier.
Regards,
Brian
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04.25.19
Posted in Better Than a Big Box at 2:38 am by Administrator
The big box store phenomenon in the flooring industry has been alive and well for years. A big box flooring and tile store that has experienced rapid growth in the past few years has been Floor & Décor.
I recently stopped in and had big box store expectations- not a lot of help and lots of wandering the aisles. The breadth of their in-stock flooring and tile is diverse but what impressed me was the number of smiling faces (employees) and cheerful greetings to make sure I was receiving help. I don’t know if this attitude was exclusive to this particular store but it was refreshing to be greeted by people who are joyful.
Who is greeting your customers? How are they greeting your customers? The people we meet may know little about who we are and what we do but if the first greeting is one showing interest and genuine happiness, we can be sure that the initial impression will be a great one.
Regards,
Brian
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03.25.19
Posted in How is Your Pit Crew? at 1:27 am by Administrator
I’m not a NASCAR fan but when I was invited to rub shoulders with a NASCAR driver and his crew, I was a fan for the day. I was amazed at the precision and speed of the pit crew. A driver can do everything right but if one person on his pit crew performs at a poor level it could cost the driver the race. Top pit crews typically change four tires and refuel their cars in about 11 seconds so continual improvement is a necessity.
Have you considered that your organization is similar to a pit crew? The company is the “driver??? while each person holds a critical position that affects the overall performance of the company. Here are a few things that NASCAR teams look for in their pit crew.
-Knowing your position- each person clearly knows what is expected of them
-Focus- distraction loses races and loses business. Minimize distractions in getting tasks completed
-Study the replay- reviewing what went right and what went wrong leads to honing each person’s skills and improving the team
-Recruit the best at each position- many NASCAR teams recruit college athletes. Look for the best to work with your company and challenge them to perform
Go for the checkered flag this week!
Regards,
Brian
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02.25.19
Posted in When Going Out of Business at 2:08 am by Administrator
A mass of banners flying in the wind announce the closure of another business. I find it interesting this business never stood out in my mind until they were announcing they were going out of business and all of the prices were now being discounted.
This is not an uncommon occurrence. A business that is struggling now believes it is time to start marketing and promoting their products in a more active manner. The logical question is, why now? Wouldn’t it make more sense to market and promote in the good times as well as the bad times? The answer is yes it would.
What is your company doing to actively promote its services or products? Whether or not your business is currently growing or struggling, brainstorm ways to continue to keep your brand in the forefront of your customers minds. Engage them with a consistent message that encourages action and leads to more interactions that will result in increased sales.
Regards,
Brian
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01.28.19
Posted in Dirt in a Bag at 2:28 am by Administrator
A common phrase in the tile industry among setting material manufacturers regarding their grouts and thinsets is, “It’s just dirt in a bag.??? There is some humor in that phrase but it is indicative of the fact that all of the different manufacturer’s products are relatively the same.
So in any industry where there are many similarities between your service or product, how do you make it more than “dirt in a bag????
Two words- trust and relationship. Before you roll your eyes and click to another email, think of the many items you personally purchase on an ongoing basis. Your dry cleaning, your auto mechanic, your doctor; you most likely continue to go to them because you trust, like them and believe they have your best interests at heart and a relationship has developed.
Our customers are no different. They want to know that when you or I make a recommendation, we ultimately want what is best for their particular need or situation. In a world of “me??? first, that is not only refreshing but is a great differentiator between you and your competitor.
Regards,
Brian
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11.26.18
Posted in Believable or Trustworthy? at 2:35 am by Administrator
Do you want to be believable or trustworthy? A business coach and mentor challenges people with this question. Anyone can be believable- a con man is believable, an actor is believable. However, being trustworthy is where relationships, business and family, flourish.
Trustworthiness is developed by consistency and diligence to follow through on commitments. It doesn’t matter whether you’re an executive or an employee new to the work force, being a trusted advisor, team member, and friend will lead to years of success and a career of which you can be proud.
Regards,
Brian
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10.30.18
Posted in What Did You Say? at 12:32 am by Administrator
Can I have a tall coffee, black, no room?
Excuse me- what did you say?, said the barista with orange ear plugs in both ears. I suppressed a smile as I finished the order and refrained from suggesting he remove the ear plugs so he could hear me.
Something that happens more often and really isn’t humorous is that many of us go through our day not hearing what other people are saying. Perhaps we are distracted by a phone screen, computer screen or our mind is busy with other things. Whatever it may be, if we are not fully engaged in a conversation with a co-worker, family member, or friend, the message we are sending is that this conversation is not as important as the text, email, etc., I may be checking.
I am guilty of this and it takes a concerted effort to not pick up the phone or become distracted when communicating. Yet, when the choice is made to give all my attention to the other person, I hear and understand what they are saying. And, I don’t have to ask, “Excuse me, what did you just say?.”
Regards,
Brian
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