Roy's Blog: January 2014
January 27, 2014
How will you know when your organization has finally “grown up”?
How will you know when you are building long term sustainability in a world dominated by The Invisible Herd?
How will you know when your Fan base will carry you forward to where you need to go?
WHEN EVERYTHING YOU DO IS FOCUSED ON CREATING UNFORGETTABLE MOMENTS FOR THE PEOPLE YOU SERVE!
—Lasts in your mind forever
—Powerful emotional experience
—Can’t get it out of your mind
—Impossible to stop talking about
—The topic of your story-telling
—Gives you Goosebumps when you describe the Moment
Measure whether or not you are doing it. Ask your customers if they have had an unforgettable moment” with you. What did it look like?
Measure the extent to which unforgettable moments are delivered INTERNALLY among employee groups. Does marketing deliver them to sales? If it’s not happening on the inside, it won’t likely happen on the outside.
Make it THE major component of employee compensation plans. If 80% of their bonus pay isn’t related to delivering unforgettable moments it won’t happen.
As a Leader, “catch people” doing it. Recognize them. Honor them among their peers. Make them Heroes.
Talk it up. Make it matter by declaring The unforgettable moment story THE vital fabric of internal AND external communications.
Publicize unforgettable moments to your employees. Describe what made them “irresistible”. Get a customer quote to reinforce how they FELT about it and how important it was to them.
Change the conversation among your employees: you no longer supply products and services; you now supply ungorgettable moments.
Be The ONLY one that delivers unforgettable moments he way YOU do.
- Posted 1.27.14 at 05:43 am by Roy Osing
January 20, 2014
Mix Restaurant at Mandalay Bay Hotel and Casino.
A conversation with the Sommelier about wine.
His comment: “Every bottle of wine is an experience.”
Every bottle is different.
It presents a different experience to us.
Like every other experience in life.
Like every person we meet.
Like every customer we serve.
Every moment has a unique signature.
We need to see it.
We need to savor it.
We need to maximize its value in the moment.
It will not likely appear the same way again.
- Posted 1.20.14 at 05:32 am by Roy Osing
January 13, 2014
We all know how frustrating it can be when the person you are dealing with can’t solve your problem.
Can’t take care of your complaint.
Can’t “make it better”.
The clerk at the store. The server in the restaurant. The call center rep.
You have an issue with their company and THEY can’t handle it.
They must refer it “upstairs” to their boss and have THEM handle it.
Chances are you will have to repeat your story. And waste your precious time.
And for what good reason?
The clerk can’t be trusted to apply common sense and make an informed decision?
The server can’t be trusted to not “give away the farm” by caving in to what the customer demands?
If you can’t trust your people to make decisions that balance the needs of the customer and the company, it’s a leadership issue.
Hire the right people and trust them to make the right call when it comes to pleasing a customer.
- Posted 1.13.14 at 05:08 am by Roy Osing
January 6, 2014
CoNTRARIANS get noticed.
They offend some; they dazzle others.
They get noticed because they don’t propagate the same-old same-old boring stuff everyone else does.
They go against the grain.
They attract attention.
CoNTRARIANS get remarked about.
They get quoted.
They add much needed spice to life.
They attract a quirky different following than The Herd.
Pick a CoNTRARIAN point of view and shout it out.
LOUDLY (cause there is way too much clutter to be heard if you don’t).
And celebrate whatever you get back.
Check out my BE DiFFERENT or be dead Book Series
Other articles you might like…
Your business proposal is useless unless…
It’s about time we had Customer of the month Awards
Do lots of imperfect stuff FAST
- Posted 1.6.14 at 05:03 am by Roy Osing