Do They Know What You Want?

One customer, well taken care of, could be more valuable than $10,000 worth of advertising. Jim Rohn

If you sell a product or service, you need customers. And we all need customers. But we are customers as well.

Traditional wisdom states that you need to satisfy the needs of the most potential customers in order to be successful which means giving great customer service. And what does it mean?




Quality in a service or product is not what you put into it.
It is what the client or customer gets out of it. Peter Drucker

If you need a new lawn mower, you probably go online and search. As you may know, the bright companies pay to be at the top of the search so the best lawn mowers for the best deal to solve you problem may not necessarily show up on page one. But you may not know nor care about search engine optimization; you just need a new lawn mower.

In business you get what you want by giving other people what they want. Alice MacDougall

The moment you walk through the door, you are assaulted by a fake smiley woman who can’t shove that week’s flyer into your mitt fast enough. Your space is invaded with the deal you can’t pass up.

As you quickly look to find a recycle bin you are on your way to the lawn care section. Tools, Paint, Automotive, there it is – Lawn Mowers. Oh dear, there are about 100 to choose from. Before you can have a scan of the bounty, another happy store employee pounces on you with options and choice. There is also the reminder that if you buy today, you get 21% off the 3-year warranty plan and a complimentary bag of grass seed.

The way to gain a good reputation, is to endeavor to be what you desire to appear. Socrates

With a polite “I’m just looking, thanks”, Mr. Happy disappears. After pursuing the choices, you hone in on three models. All close in price, but you are unsure of the differences in options. So you search for another joyful member of staff to help with your questions.

He works in the garden center, she will call a manager, he isn’t sure if that one is in stock, she reminds you of the deal on the 3-year warranty, he asks if you would take a floor model at a discount.

People expect good service but few are willing to give it. Robert Gately

You walk out without a lawn mower or any questions answered. But you are now well versed in grass seed and warranties. If you want more customers, pay attention to their pain and their needs. The customer may not always know what they need, but your additional services may not be a good starting point.

Do you think if the management and employees of this store gave each other superior customer service, they would be in a better position to give it to you?

@knealemann

photo credits: brettduncan.wordpress.com | glassbergen.com

Leadership

“People want leadership. In the absence of genuine leadership, they'll listen to anyone who steps up to the microphone. They're so thirsty for it they'll crawl through the desert to a mirage and when they discover there is no water, they will drink the sand.” ~ "The American President" 1995

The U.S. Presidential election has not been about the economy, conflicts around the world, mergers, banks, gas prices, the recession, or spending. It has been about looking for someone to lead.

It will be many more hours before Barack Obama is elected the next President of the United States but the tension seems thicker today than in the last two years of campaigning. This is it, time to step up and prove all the things promised.

If the over 600 polls are correct, the Democrats will have the next four years to clean up the mess. If the polls are correct, there will be more people out today to vote than in any other election in American history.

This is not about whether people will lose their house or pay their credit cards. This is about leadership. The nicest car in the world is useless without a straight frame or axles, the best laid plans are empty without action, and it takes leadership and a vision to carry it off.

“Management is doing things right, leadership is doing the right things” ~ Peter F. Drucker

The mistake most make is to think one person in front of the line is leadership. If it takes a village to raise a child then it takes a team to build a company or country.

The Boss says “Go”; the leader says “Let’s Go” ~ H. Gordon Selfridge

Barack Obama is not making up a game plan on his own; he has a strong experienced team working with him.

Once the balloons fall and the champagne consumed, my hope is that what is left is leadership. And when we have strong leadership in anything we do, we're halfway there. If not, we will drink the sand.

km