“The more you know about the people you serve, the better you serve the people you know.”
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Whenever I am asked to give a presentation to a group, I always take considerable time to get to know my audience. I also find this especially important in the discovery phase of a successful coaching engagement.
Although I have access to many tools and techniques to support their developmental goals, the resources are of little value to those attending my programs who are not seeking or open to what I wish to share.
Many years ago, I learned a concept that makes this point nicely. Simply stated: Speak to their Listening.
Where and with whom can and will you take time to learn more about the people you serve so you can better serve the people you know?
“If the customer comes first, there is a good chance the customer will come back.”
My very favorite place to shop for groceries is Trader Joe’s. On average, they receive over 80% of my food dollars. They probably would receive 100% if their store carried everything I wanted.
Despite their small geographic footprint compared to other supermarkets, they do a great job.
The quality and variety of their offerings and their logistics are brilliant. Even beyond that is their extraordinarily kind, engaging, and helpful staff, and their almost unbelievable return policy.
If you have not shopped there, imagine returning an item you ate but did not enjoy, without the packaging or a receipt, and receiving a refund, no questions asked.
Where and how could you step up your game by making an even greater effort to put your customers and those you serve first?
“What would happen if you doubled down on service?”
—Robert Richman, keynote speaker and culture architect
Image from Unsplash by Square
Did you know that it takes 5-7 times the effort and resources to obtain new customers than to keep existing customers?
With this statistic in mind, how much effort have you and your organization focused on new customer acquisition rather than making sure your current customers are delighted with you, your products, and of course, your level of service?
Customer loyalty is worth billions, however, we often slack off on our best behaviors once we close the deal. Much like when we say our “I Do” to our life partners. Given the divorce rate of about 50%, we all can see the need to maintain and more appropriately improve these relationships if they are to prosper.
What are some ways you can and will double down on your levels of service in your professional and personal communities? What would be the value of the loyalty generated?
“My job is to protect and to serve.”
Image from LAPD
Did you know the phrase “to protect and to serve” became the motto of the Los Angeles Police Department Academy in the mid-50s as the result of a contest? Its acceptance eventually expanded to the entire department, and it has been placed alongside the City Seal on all patrol cars.
Police protect and serve us by helping with emergencies such as car accidents, fires, illnesses, and rescues. Police can often be seen patrolling our streets and neighborhoods to prevent and solve crimes. When many of us would be paralyzed by fear or even run from such events, these brave men and women are often the first on the scene.
Who are the people you are committed to protecting and serving so they can live a happier and safer life?
Please make a point of including yourself on the list, and perhaps go a bit farther to lend the men and women in blue a hand from time to time.
“Examine the service you are rendering, and especially the spirit in which you are rendering it.”
—Roger Babson, 20th Century American Entrepreneur
Image from Unsplash by Lina Trochez
A few months ago, I attended a seminar on family business, along with about 40 consultants, coaches, and other trusted advisors.
The program was a combination of a panel discussion and group interactions, with a lively Q&A session.
As I listened carefully to the experience some participants shared, I found it difficult to see any dramatic difference between the information, and the scope of the services they provided.
I did, however, notice a considerable level of difference in the energy, enthusiasm, and passion some of these experts expressed. This had me leaning into their comments with greater interest and receptivity.
Where and in what ways can you upgrade the services you currently offer with a more energized and enthusiastic spirit? How might that upgrade make you stand out from your competition, and put you at the top of the list in your profession?
“How Can I Help?”
Being helpful and serving others is one of the most satisfying ways to spend our days. Such acts give our days meaning and purpose.
Unfortunately, our efforts to help and serve others do not always result in positive outcomes and the appreciation we hope to receive.
Why do so many of us get this wrong by solving other’s problems, providing advice, or doing the job ourselves?
The quick answer is that our authentic gesture was not seen in the light of helpfulness we intended.
Consider the direct approach of asking others, “How can I help?” This will allow you to see through their lens of contribution and hit the bulls-eye of helpfulness every time.