Gratitude

It is important to show people when you have gratitude for what they do.

Whether it be a friend or associate that has attended an event that you have organised, or a team member that has gone the extra mile in your business, it is vital to show them that you appreciate that.

Your appreciation can be shown in many ways - perhaps a thankyou card, a gift voucher for dinner or a small gift.

For team members an unexpected bonus is always appreciated.

I like to send out thank-you cards every week. At first it can take time to recognise the things that deserve a thankyou, but if you are aware of your surroundings you should be able to make a mental note of the little extra things that people do.

Once I sent a book to a staff member at a tyre business. I was stuck in Sydney with a flat, of course my car had ‘special’ tyres that were not in stock and needed to be shipped in. The team member that helped me, let me know about every phone call he received about my car, every 15 minutes I waited he came over to see if I was right - do you need a drink, or I just had a call about this, or now we are trying this, or I haven’t had a call yet. Keeping me in the loop meant that I knew what was going on at all times, I not only had no reason to complain, but I was happy to sit there.  And by sit there, I mean sit there for a few hours.  I was so blown away by his service, when I got home to the Gold Coast, I sent him a copy of You Inc, by John McGrath.  He really had the potential to go far, and I hope that he owns that tyre business now.

We should be all striving to provide this type of service in our business - but we should be recognising great service when we receive it too. TJK

The reality of customer service!

There is constant talk about 'customer service' no matter where you turn.  As a business coach, i am constantly reminding my clients about customer service within their business'.  But what is service?  Ask this question, and you will hear a million different answers.  The way I sum it up is simple - customer service is whatever the customer thinks it is.  Whatever they don't expect - in a good way!  


I have a great example to share.  I was in Subway the other day ordering a vege wrap (yes I am a vegetarian - but the sandwich maker didn't know that).  She was making my wrap - and my partners Italian BMT (covered in meat!).  She actually asked me, if I wanted her to change gloves after handling the meat!  THAT'S SERVICE!  It is something that I didn't expect, it was over  and above 95% of experiences I have had like this (I have been offered a chicken sandwich when asking for a vege option!).  

That's what customer service is.  It has gone far beyond 'service with a smile' - we still need to do this, but customer service these days is far exceeding the expectation of the customer.  I fully expect to be greeted nicely, served promptly, without fuss - so when I get this service, I'm not dazzled - I am merely satisfied.  

Are you dazzling your customers? Or merely satisfying them?

tjk

Expectations

I have spoken before about expectations, both the expectations that we put on other people, and the expectations that others put on us.

It is my belief that we need to associate with people that have a high expectation of us. This will cause us to meet these expectations and be the best that we can be.

Its like aiming to win. If you enter a competition, aiming to win, and you lose - that’s ok. But if you go to a

competition aiming to ‘have fun’ & ‘do my best’ and you lose - you got what you were aiming for.

It is all about the mindset. If you are aiming to ‘do your best’ but not aiming to win - the conclusion of this is that your best isn’t good enough to win. And that is what you are telling yourself in your mind. I know I want to train with the coach who expects me to win, I want to study under the teacher that expects me to get 100% or a high distinction.

If I am training with these people - then I know that they are pushing me, to be my very best.

Turning to the flip side of the coin, what are we expecting of those around us?

Are we lowering the bar because we don’t think they can reach it?

Make sure the expectations are set in the right place, because otherwise you might just be limiting yours, or someone else’s potential.

TK

Motivation

Sometimes we lose focus and it can be difficult to regain our motivation.

For example after you have just finished a 2 week break of school holidays - which for some of you means taking time off to spend with kids, continuing to go to work and have the kids looked after or maybe it means a family holiday.

For those without kids it may mean an increase, decrease or even delays in business.

No matter how the holidays affect you - it probably means a change in routine and increased input required. Even those able to take time off to spend with kids it means trying to entertain them and running about. The school holidays tend to be a whirlwind and before you know it they are back at school and you are trying to get back into your daily routine.

All of these factors can lead to a lack of motivation.

My solution is taking a ‘mental health day’ - basically time out for myself. You may think it ludicrous to consider taking more time off when there is so much to do, however you

really do need to recharge the batteries and really invest some time in ‘you’. 

Use your MHD to rest up - be it staying in and watching movies or getting a massage. Take 1 hour to write down (or read) your goals (these are your motivation) and also your daily routine, picture yourself doing this routine with ease the next day.

Remember, in an emergency situation you are always told to 'look after yourself first' - put on your lifejacket or breathing apparatus before helping others.  The reason is simple, if you can't function, you can't help those around you.

Yours in smart business

Tanja