Service Starts with Hello

In many ways I am a bit conservative and set in my ways. And, I’m ok with that. I like routines and the certainty of knowing what to expect.

Because of this characteristic, I tend to shop at the same places even if it is not necessarily the most convenient. I’ll actually drive past several similar stores to go to the one I know even if they’re the same brand. Peculiar?

Recently, I had to get an oil change. I mean really had to get an oil change. I’d been putting it off because the place I usually go is clear across town now and Saturdays have been so packed with events. So, I’ve been circling this place at lunch checking it out the last couple of days. Yes, there is medicine for people like me. I choose not to take it.

Finally, yesterday I bit the bullet and actually pulled into the driveway. As soon as I did, a worker (Sorry, but what do you call someone who works at an oil change place?) walked to my car and greeted me. He actually welcomed me to the established and asked how he could serve me today.

Dumbfounded by his enthusiasm, I was speechless. I rarely get greeted so eagerly by hosts at restaurants or sales people let alone by a mechanic. He kept his side of the conversation by asking several key questions until he understood what kind of service I needed. Professionally and succinctly the service-minded worker explained the procedure and then guided me into the shop. His crew took over from there while he offered me coffee and magazines to occupy my time.

I didn’t need a magazine, I was lost in thought. Imagine if real estate was done this way? I mean a hearty welcome. Ok that’s common. But then a series of questions by the salesperson so she could understand the needs of the consumer and then a presentation. It’s not a unique idea nor even new.

Ken Blanchard focuses on customer service in Raving Fans. So do many other authors and business trainers and coaches. But, do we? Is $ally our $eller truly our main focus? Or is the consummation of the transaction our goal. My head was swimming!
While deep in these ideas, the worker drew me back to the room. As promised, my newly found service hero had delivered my car to me. He then reviewed the service his crew provided, and then (get this) genuinely thanked me for choosing his shop. Unbelievable. Thanks, Jim! I will be back you can guarantee it.

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Mighty Casey has struck out!

In real estate, or in sales for that matter, we only get so many chances to exceed the expectations of our clients. Are you recognizing and acting on your opportunities?
Recently, I received a Mission Control email from Jimmy Vee (Five Foot High Marketing Guy) and Travis Miller (The Big Idea Guy) of Gravitational Marketing. Have you ever heard of them? I always read their emails even if I have to leave them in my inbox for several days until I have the opportunity to pour through their reflections, thoughts, and ideas. Like many, this too sat for a few days until I could give it the attention it deserved. I wasn’t disappointed. Here is what it said:
“A few years ago the transmission went out on my Acura TL. No bueno. Thankfully it was under warranty. I only had a few months left on my lease anyway.

I was going to be without my car for about 2 weeks. Last time this happened, Acura paid for a rental (that's part of the deal). But I ended up with a Dodge Neon or something. No bueno #2. You feel a little silly driving a Neon and making an Acura payment.

Anyway, I fully expected to get the same deal this time - and was not looking forward to it.

I called the dealership and let them know I was coming down - they said they would have a car waiting when I got there.

Sure enough, I meet the guy right at the curb and he says the car is waiting - and he has it started with the AC on so it's nice and cool when I get in.

The only difference was this time it was not a Neon - but a brand new Acura TL. Yeah!!
He explains that they felt bad about the problem and wanted to take care of me. Whatever. I was just mucho happy that I didn't have to drive the Neon again.

Then it occurred to me. I'm not sure if they did this on purpose or not, but this was a brilliant marketing ploy.

First of all, they get to look like heroes by taking good care of me.

Second, I get a 2 week test drive of the brand new model. Since my lease was up in a few months, "what to get next" was on my mind.

I didn't foresee any other dealership giving me a 2 week demo. So if the product had proven to be exceptional I would have been that much closer to closed when I turn it back in.

If they're really smart, they would have called me in a week or so, and ask how I like the car. Maybe suggest that I just leave my old car with them, they'll take care of the remaining few payments, and I just keep the car I've got. "We'll mail you the paperwork, Mr. Miller." I wasn't expecting that, but it would have been pretty clever.
Didn't happen.

Anyway, it's a great example of thinking a few steps ahead, turning adversity into pleasure, and using any customer interaction as a chance to build value.”

My first thought after reading this article was of Earnest Thayer's "Casey at the Bat"
"Oh, somewhere in this favored land the sun is shining bright;
The band is playing somewhere, and somewhere hearts are light,
And somewhere men are laughing, and somewhere children shout;
But there is no joy in Mudville - mighty Casey has struck out."

Back to School - for You Too!

It’s the Beginning.
The beginning of the school year, the beginning of fall. The kids have their backpacks packed, your college students have moved into dorms, registered for classes, hit the books.

What about you? I’m reminded at this new school year, as my own kids open their new books, and don their highlighters and pencils, that I too, need to re-commit to reading a new book. Now is not the time for summer reading, as my wife likes to do.

What Have You Done For Me Lately?
Is your brain asking you this question? It’s time to feed your brain. Once you land that job, attract a new client, complete that report, don’t get comfortable. Even though classroom learning may be over for now, your necessity to learn and grow doesn’t stop. No matter what your age, you should continue expanding your knowledge and your value for your company. In these changing times your ability to contribute and be creative equals value and therefore – compensation.

It’s time to hit the books.

Never stop reading. Never Stop learning.

The last three books I’ve read:
Goals, by Brian Tracy

Trust Agents, by Chris Brogan

Raising a Modern Day Knight, by Robert Lewis

What are you reading or what have you recently read?