November 12, 2011

Guest Blog: The ONLY Statement is About Who YOU Are

Here is the second Post by my Guest Blogger, Lorne Armstrong…
I’m sitting in the Red Bird wine and scotch bar in Truro, Nova Scotia enjoying a drink after a delicious meal. Steve and Marlene own the Redbird. Steve tends bar while Marlene is the chef. No one “waits” on the tables; no one is a “server”.
Both Steve and Marlene are gracious hosts who do their best to make everyone feel comfortable in their “home”.
Certainly there are some regulars and you would expect that they would feel comfortable here. But I live in Surrey, B.C. That’s a long way from Truro. I’m here on business and visiting the Redbird for about the 6th time in four trips over the past 18 months.
Both Steve and Marlene know my name, my wife’s name, that I have grandkids, and my preference for red wine and McCallan scotch.
Marlene makes a great meal (don’t’ worry about whether it’s on the menu, if we have the ingredients we’d be happy to make it for you) and Steve is a wealth of information about scotches and wines - where they’re from and how they’re made. He is also a distant relative of Karl Creelman who rode his Redbird bicycle around the world in 1902.
I’m not sure if Marlene and Steve know their ONLY statement but from my point of view,they are the ONLY place I will make sure I visit every time I’m in Truro.
That’s my ONLY statement for them. The ONLY statement goes far beyond marketing. In fact my bias (I don’t have Roy’s marketing background) is that marketing is the bonus in being clear about your ONLY statement. I think it’s essential to know your ONLY statement to ensure you continuously develop your capacity to deliver what ONLY you deliver.
Design the systems, establish the processes, and develop your people with a focus on what distinguishes you from the pack; what separates you from the herd.
The ONLY statement isn’t only about what you say… it’s about who you are.
When it becomes a beacon for your fans, they develop their own ONLY statement that describes who you are for them - the ONLY place I visit every time I’m in Truro.
Who are you for your fans? What is their ONLY statement for you? Live into that!

Lorne Armstrong

Join Lorne on His WebSite

Posted 11.12.11 at 05:00 am by Roy Osing | Permalink | Comments (0)

November 7, 2011

That’s What Friends are For

Mass Market Gambling
Efficiency is the Enemy of Humanity
What Does a Customer SECRET Look Like?

Friends are:
- For helping you sort out tough problems that you are facing. Getting involved. Problem solving with you.
- For helping you spread your word to others. Being the ultimate word-of-mouth Advocate.
- For giving you honest feedback. Not “blowing smoke” at you. Being real. Honest.
- For being loyal. Sticking with you through thick and thin. Always being there.
- For demanding that you be the best you can be. Accepting no less from you.
- For being the conscience of YOU. Sitting on your shoulder. Giving you advice. Watching your every move.
- For sharing stuff. Thoughts. Opinions. Sage advice.
- For experimenting with you on new stuff you’re not sure will work.
- For sticking with you when you suck. Aren’t winning. Making mistakes. Pissing people off.
- For risking their relationship with you. By telling you what you DON’T want to hear. Honesty. Tough love.
- For Ever.

How many Friends do you have? The truth is, you don’t need many.

Cheers,
Roy


Join me on Twitter
Connect with me on LinkedIn

Posted 11.7.11 at 05:04 am by Roy Osing | Permalink | Comments (0)

October 24, 2011

I Have No Idea

Are You a Human Being Lover?
Working Harder is NOT a Winning Strategy
A Press Release is ONLY Another Way to Pass Gas
“I Have No Idea”Really?
Mirage Hotel in Las Vegas. I ask “I notice you no longer carry the orange Mirage hat. What’s the scoop”“? Answer “I have no idea.”

Not exactly what you want to hear when you ask a customer service person a question.

Of course she has an idea! Saying you don’t is a lazy way of trying to avoid the work involved to answer the question. It’s a brush-off and a de-dazzler of ultimate proportions.

Here are some options when you don’t know the answer.

Remember, above all you want to acknowledge and validate the question being asked. It’s a good question. An observant one. An insightful one. Well done customer for asking it.
1. “Gee I’m afraid I don’t know. Let me check into that for you.”
2. “Wow, I’ve never had that question before. I don’t have an answer for you but let me look into it and get back to you.”
3. “That’s a great question. I will get the answer for you as soon as I can.”
4. “I think I know, but let me check to be sure.”
5. “I wondered that myself. Let me get the answer for you.”
6. “Sorry, I guess we are all sold out. Let me check our inventory.”

However you say it, make the customer feel you are interested in their question and that you care about getting them an answer.

And don’t be ashamed to admit you don’t know.

It’s ok not to know.

It’s NOT ok to say you “have no idea”.

Cheers,
Roy


Join me on Twitter
Connect with me on LinkedIn

Posted 10.24.11 at 05:00 am by Roy Osing | Permalink | Comments (0)

October 20, 2011

Are You a Human Being Lover?

A Press Release is another Way to Pass Gas
Working Harder is NOT a Winning Strategy
Best of Breed is STILL Part of the Herd
Creating a dazzling service experience requires a single ingredient, without which, it is impossible to deliver.

Ever been in a store or restaurant and have been ‘served’ by someone who you are convinced would prefer not to have to deal with you? Body language, attitude and tone all suggest they would rather be doing something else other than taking care of you and your wants.

You can’t be dazzled if the person dealing with you prefers taking inventory over taking care of another human being.

If no love, then no Dazzle. It’s as simple as that.

Can you train people to love humans? NO! You can get them to ‘grin’ but that’s as far as it goes.

You want a Human Being Lover? You have to spot them and recruit them. And the interview must look different. Ask the candidate straight out “do you love humans?” and, when he says “yes”, follow up with “Tell me a story that would illustrate just how much you care for your fellow human beings.”

Those that really don’t want to be caregivers leave you cold with their response. Those that were borne to serve leave you with goosebumps.

Hire for Goosebumps.

Cheers,
Roy


Join me on Twitter
Connect with me on LinkedIn

Posted 10.20.11 at 05:29 am by Roy Osing | Permalink | Comments (0)