TGIM- 3 THINGS CUSTOMERS WANT

TGIM!  Thank God It’s Monday!

Mediocrity will always try to drag excellence down to its level. Don’t trade your pursuit of excellence for their lack of desire.

Tip of the week:

3 things customers want

(works for both long term customers working with changes in process, people, or products and new customers)

1. Make it simple-clear for me

Most people don’t care or know about “our lingo.”  They don’t know what a ranch stop is or nylon carpett or soft-closed dove tailed drawers or clad exterior.  They don’t know when your vendor comes in.  And they don’t care.  Make it simple for them.

2.Coach me through the process

I am scared to death of spending this money.  I am stressed out about the time it is taking.  I have no clue how this is going to work.  How long will it take to get the drawings back?  What is the next step after that?

When you arrive at my house for delivery do I have to help?  Do I have to be home?  When will you arrive?

Why can’t I get credit on a special order return instantly?  I don’t understand why their is a re-stock on some items but not others.

I am a new contractor to you.  I have never seen your billing.  I only know what I am used to.

Coach all customer through the process.  It sets the correct expectations, easing fears, eases stress and makes raving fans!

 

3.Give me confidence I’m making the right decision.

These lines will help you ease a customer’s fear:

“Hey, you know if something goes wrong, you can always call me.”

“We have been doing this a long time.  You can trust us.”

“I will be reaching out to you right after it’s installed to check on progress.”

Ask questions.

Are you comfortable if I deliver it there?

Does everything look ok to you?

What else can I help to ease this transition?

 

 

– Joel Fleischman.  Joel is Head Coach of the solution providers for Drexel Building Supply.  (drexelteam).   You can follow him on twitter:  @JoelmFleischman.  He has provided solutions for builders and their clients since 1996 and a whole bunch of other stuff that you probably don’t care about.

Accountability- It’s about Ownership

TGIM – Thank God It’s Monday!

This week’s focuses on core value 10: #ACCOUNTABILITY

ACCOUNTABILITY:  Know your responsibilities.  Live up to your commitments.  HOLD OTHERS ACCOUNTABLE.

The last three words are perhaps one of the hardest things for team members.  It is not only your job to live up to your commitments it IS your job TO HOLD OTHERS ACCOUNTABLE.  That’s what truly great companies do.   They don’t wait for “management”, “corporate” to step in.  They don’t settle for the “that’s just the way this works” mentality.  Maybe even more condemning is: “that’s not my job to fix it”.  Yes it it, it’s your job to be great, to fix it, and make others great around you!

 

Yes, If you see something wrong IT IS YOUR JOB TO FIX IT.  If you don’t feel comfortable fixing it, approach your coach or store leader, if that doesn’t work, talk to me.

Trust me, your coach, store leader and especially me, won’t magically find and fix all of our problems.  That’s up to YOU.  Each of us.  Accountable.

 

 

– Joel Fleischman.  Joel is Head Coach of the solution providers for Drexel Building Supply.  (drexelteam).   You can follow him on twitter:  @JoelmFleischman.  He has provided solutions for builders and their clients since 1996 and a whole bunch of other stuff that you probably don’t care about.

THE “F” WORD.

TGIM!  Thank God It’s Monday!

 

3 F’s to be your best:

Fun–  enjoy the moment.

Faith–  expect great things to happen.

Fearless–  don’t worry about the outcome. Just go for it.

 

 

– Joel Fleischman.  Joel is the president & Head Coach of the solution providers for Drexel Building Supply.  (drexelteam).   You can follow him on twitter:  @JoelmFleischman.  He has provided solutions for builders and their clients since 1996 and a whole bunch of other stuff that you probably don’t care about.

BETTER.

THANK GOD IT’S MONDAY!

TGIM!

I know I have to get better.  I am nowhere near the person I want and need to be.  Getting better takes effort and patience.  It’s nothing to stress about, but it is something to focus on.  BETTER TODAY THAN I WAS YESTERDAY.

If we look back on our lives and didn’t improve daily and forgot to have a bunch of fun along the way, really what was the point?

You can be better at anything.  Your family.  Your career.  Your emotional bandwidth.  Or get better at simply as starting to floss daily (I am not there yet!)   Just focus on doing something better each day by a little bit.  Not so much to chew on that you puke.  Just get better and focus on it.

We are all rockstars here at Drexel.  How am I so sure of that?   Caitlin and Toria go over 100 applicants per actual team member that we bring aboard (and even then only about 75% work out the first year).  So you are one of over 100 people that fit our culture and our core values.   And even beyond this, many of you were referred and recruited because of your own “rockstar” qualities.  You are all rockstars!

And not many of us dreamed of working at a building supply company.  Some of us seem like we have always wanted to do this… people like Bronco, Wojo, Dave V., Al M., Dewey… but I am guessing this was not our dream job when we were 10.

But now that we are here… the reason we are here… is to get better.  And having fun along the journey.

People don’t want to work here to be stagnant, they truly want to move mountains (of lumber usually.)

Now, if all of us top level people, (yes that’s you, we are all top level) decide to all get better each day, say 1% better at something each day, imagine how good we will be in 6 days, 6 months or 6 years from now!

 

Our mission is to get better.  It’s really that simple.  We all have things to improve on.  Be it a better attitude right when we walk in the door, being more organized, being more efficient, or making less mistakes… we all can improve.

It doesn’t matter your position or your career, we are all in this together.

 

It really eases the mind when you think, I will get better today.  The past failures are just learning lessons.

It will never get easier.  There is no finish line.  The journey is life.  It’s about getting better.


So this week start making habits of getting better.  It’s not where you came from, it’s where you are going that matters.

You all inspire me to be better.  Thank you Drexel Team.

 

 

 

 

 

– Joel Fleischman.  Joel is the president & Head Coach of the solution providers for Drexel Building Supply.  (drexelteam).   You can follow him on twitter:  @JoelmFleischman.  He has provided solutions for builders and their clients since 1996 and a whole bunch of other stuff that you probably don’t care about.