TGIM!

Processes, procedures, work time off, core values, mission, parking spots, Christmas parties, team break rooms, downtown area, team members, team blue…

All are great…but without FANTASTIC AWESOME CUSTOMERS… THIS SHIP GOES DOWN INSTANTLY!  HAVE YOU REALLY THANKED A CUSTOMER RECENTLY?

“THIS” IS NOT ANYTHING WITHOUT CUSTOMERS.  STOP EVERYTHING TO HELP THEM. ALWAYS.

Some key motivational and thinking points from Megan Rinzel as part of her book club challenge.  Thank you Megan for always being awesome.

As a team member recently told me about Megan:

“She is dedicated to the team. I see her work and the core values are rolling with her everyday. She thinks of teammates and cares about others. She is always willing to step up to new tasks. Manages her time well and is a grinder. She is in everyday early and stays till she pushes thru the 4th quarter. We are very lucky to have Megan and she makes the quality of my life better. She reminds and helps me to stay focused and positive when things get a little tough (maybe the teacher in her). Joel I could carry on and on but she definitely is a top percenter in team and core values!”

*************

How can we treat our customers as they absolutely certainly deserve?

– These days, rotten service is expected. Having a satisfied customer is pretty much the standard.  Good, not great.  That’s not the way it should be.  If you’re business is built upon giving your clients an “OK” experience than it’s doomed to fail. And unfortunately it’s a pattern among businesses.  As long as the service and abuse isn’t worse than they expected, then they’ll be back for more.  Because it’s No worse than the competition.  Bologna I say I can think of numerous times going out to eat or any store where I wasn’t as treated as well as I would have wanted to be, but then later shrugging it off like, oh well,  That’s just how it is now a days.  It shouldn’t be like that. Lowering our standards as consumers, enables business to get away with mediocre service. We should demand the best.

– All good customer service stems from healthy and efficient systems.  Organized processes helps keep everyone on the same page.  Here at Drexel, it’s installed on day one how important it is to make your customer’s feel like they are the only ones that matter.  From procedures such as answering the phone on the first call, to offering water, to delivering materials when asked for it.  Everything we do revolves around the supplying happiness (or great customer service) to our clients.

– Create a vision for your service – and that vision needs to be centered on the customer.  Know what you can and cannot do to exceed your customer’s expectations. Once you know what your vision is, you have to find out who your customers are and fine out what they want.  Find out what they want by asking them sincere questions.  Most customers do not have complete visions, but they do have a focus.  Help them by narrowing down what that focus is, discovering what means the most to them, and agreeing to make it happen.

– When a client says ‘fine’ it is not a good thing.  It means trouble.  Silence is also not a good thing.  If you’re not getting a response it probably means that they are ignoring you for a reason. Don’t be afraid to reach out to them and find out where the problem lies.

– Deliver!  Don’t make promises that you cannot keep. Be consistent in all that you do to make a satisfied customer become a raving fan.

– Treat your customers right – not because you have to, but because you want to.  The paying consumer is what keeps us all in business.  Don’t treat them as just another number, but value them as a person and give them the best service you possibly can.  When they choose to buy with us, they are trusting that they made the best decision for them and they are willing to put their hard-earned money into our business.   You can thank them for that by treating them with care, diligence, and appreciation.   Try to make your customers become raving fans, and remember a raving fan is most likely going to be a returning fan.

— – Joel Fleischman.  Joel is Head Coach of the solution providers for Drexel Building Supply.  (drexelteam).   You can follow him on twitter:  @JoelmFleischman.   Our mission is to be a supplier of others happiness.  I hope this little post did just that.