The MIDDAY NUGGET: A word or two about Customer Service (again)

Hello and Welcome to the MIDDAY NUGGET.

This morning, I had the pleasure of a client giving my organization and I a compliment. He complimented me on the level of customer service my organization offers the customer.

After thanking him, I told him that it really is nothing; it is just what we do. He went on to add that since moving to the area, he has been frustrated with the lack of customer service and organizational follow through from the majority of the companies he has dealt with since arriving. He went on to explain that he has dealt with roofing contractors that are eager for the contract but take too long to complete the project. He added that they would show up one day and then disappear for several days with no notification (not even a text).

I could only imagine just how much of a half-assed job they do when they do show up.  Seriously, that is as far as I will go badmouthing the no-name roofing contractor. However, I feel confident that many of the homeowners reading this blog post know of or heard of a not-so scrupulous roofing contractor.

Enough about roofing contractors and back to the issue at hand: customer service.

During our conversation, we both came to the agreement that it is EXTREMELY easy and simple to offer all the organization's stakeholders.

It really is.

I know that I have instructed my staff they are NOT to behave in a manner that is less that courteous.  When they are face-to-face with a stakeholder, they are to give 100% attention and follow through. They are to own the interaction from beginning to end.  If they hand off the transaction to a co-worker they are still expected to do the follow-up (i.e., did everything get resolved?)

It is that simple.

However, it is when organizations and their managers refuse to acknowledge and expect from their employees nothing less than EXCELLENCE that problems start to come to the surface. The next thing anyone knows, that manager or business owner is reacting to something that a smile, a thank you, or a simple phone call would have prevented.

Yes, It Is That Simple.



Thank you,
Dave Guerra

P.S. I do invite you to join the conversation and tell me what you are thinking.

As always you can read this blog post in its original location at http://daveguerra.blogspot.com

I invite you to
follow me on Twitter: @daveguerra
visit my website: www.daveguerra.com

To order your copy of The Walking Leader:  Amazon Paperback / Amazon Kindle | Barnes & Noble

Here are some Technorati Tags: • The Walking Leader • Pay Attention • Follow Through • Customer Service • Customer Excellence Now • Be Courteous • Dave Guerra • Leadership • Leading • Leadership Development • Professional Development • Lead, Follow, or Get out of the way • Ready, Fire, Aim! • If it ain't broke, break it. • Hire Crazies • Ask dumb questions • Pursue failure • Spread Confusion • Ditch Your Office • Read Odd Stuff • Avoid Moderation • Higher, Admire, Desire, Require, Satire, Inquire, On Fire, All Possible Scenarios • Give to the American Red Cross • Hire A Hero

ABCs of 2014: Day 5: Always Be Expecting

Today's ABCs of 2014 is: ALWAYS BE EXPECTING. A for Always, B for Be, and C for Expecting (the C is silent).

Just like demanding, expecting is something that you should be doing everyday. I am NOT talking about that you should be expecting a handout nor expecting something done for you. That is the wrong side of expecting (and demanding).

What I am talking about is for your to always expect to step up. Expect to be a leader. Expect to Take Control. By the same token, expect to be let down. Expect to struggle as a leader. Worst of all or the best of all: EXPECT THE UNEXPECTED.

There is NOTHING that is expected to be given to you unless you expect to give it first. Remember, 'tis better to give than to receive? That applies right here, right now and always.

Thank you,
Dave Guerra

P.S. I do invite you to join the conversation and tell me what you are thinking.

As always you can read this blog post in its original location at http://daveguerra.blogspot.com

I invite you to
follow me on Twitter: @daveguerra
visit my website: www.daveguerra.com

To order your copy of The Walking Leader:  Amazon Paperback / Amazon Kindle | Barnes & Noble

Here are some Technorati Tags: • The Walking Leader • ABCs of 2014 • Daily Motivation • Daily Success • The C is silent • Always Be Expecting • Dave Guerra • Leadership • Leading • Leadership Development • Professional Development • Lead, Follow, or Get out of the way • Ready, Fire, Aim! • If it ain't broke, break it. • Hire Crazies • Ask dumb questions • Pursue failure • Spread Confusion • Ditch Your Office • Read Odd Stuff • Avoid Moderation • Higher, Admire, Desire, Require, Satire, Inquire, On Fire, All Possible Scenarios • Give to the American Red Cross • Hire A Hero

ABCs of 2014: Day 4: Always Be Demanding

Today's ABCs of 2014 is: ALWAYS BE DEMANDING. A for Always, B for Be, and C for Demanding (the C is silent).

Every day you are meeting the demands of others. Demanding some of your time, demanding an answer, demanding you pay the bills, demanding you to pay retail, and so on.

What about excellence? Does anyone really demand excellence from you?

NO! They do not. Most people, retailers, large corporations want you to follow the status quo. Unfortunately, 99 times out of 100 the status quo vaguely resembles the status quo. It resembles less, it resembles something close to complacency.  Wait a second, the status quo is complacency! Being complacent is being just another face in the crowd. They don't want your excellence because that means they will be held to a high standard and all they want is to hold themselves to their standard. Their standard is typically far below anything resembling excellence so why would they want your excellence when all they want is for you to pay the bill on time and they will give you service or a product that you will accept (again, far below top-tier excellence).

So how does this change? How does one expect these individuals and organizations to start delivering excellence?

Try this on for size:

How about starting to Demand & Deliver Excellence from yourself? Is it difficult? Probably, not! I may be wrong but I doubt it. Demanding Excellence is EASY! Delivering EXCELLENCE is the hard part, the very hardest part of it all.

Now, ask yourself this: Are those that demand excellence from you delivering excellence to you?

You and I both know the answer. So let this serve as a warning, before you demand Excellence you must start Demanding and Delivering Excellence from yourself.



Until next time, I Thank you,
Dave Guerra

P.S. I do invite you to join the conversation and tell me what you are thinking.

As always you can read this blog post in its original location at http://daveguerra.blogspot.com

I invite you to
follow me on Twitter: @daveguerra
visit my website: www.daveguerra.com

To order your copy of The Walking Leader:  Amazon Paperback / Amazon Kindle | Barnes & Noble

Here are some Technorati Tags: • The Walking Leader • ABCs of 2014 • Daily Motivation • Daily Success • The C is silent • Always Be Demanding • Dave Guerra • Leadership • Leading • Leadership Development • Professional Development • Lead, Follow, or Get out of the way • Ready, Fire, Aim! • If it ain't broke, break it. • Hire Crazies • Ask dumb questions • Pursue failure • Spread Confusion • Ditch Your Office • Read Odd Stuff • Avoid Moderation • Higher, Admire, Desire, Require, Satire, Inquire, On Fire, All Possible Scenarios • Give to the American Red Cross • Hire A Hero