Roy's Blog: August 2015
August 31, 2015
My wife said this to me as we were in the heat of a debate on something which was no doubt unimportant in the total scheme of things.
Two people passionate about their point of view; butting energy.
Both supporting their argument with logic and more than a “titch” of emotion.
No winner is declared as is often the case when energy overshadows a calm exchange of ideas.
It reminded me of what happens when customer meets company in an emotional moment over some disagreement.
It rarely ends well for either party.
The customer doesn’t get satisfaction in spite of their ranting and raving and the company gets an unhappy customer who goes away shouting to their friends and family how shabbily they have been treated.
The customer applies their energy to get their need satisfied; the company applies their energy to defend their position (rules, policies or procedures that likely offended the customer in the first place).
Other serving articles you might like
“5 ways to turn a customer complaint into WOW!
“My job is to create memories”, Nasr, Petra Jordan
Do you set policies for cheaters?
- Posted 8.31.15 at 05:55 am by Roy Osing
August 24, 2015
Can you imagine if your employees answered the “How’s it going?” question this way….
“If it were any better, it would be:
What would it take to illicit this type of answer?
Can you paint a picture in your mind of what the leadership and working environment looks like in this organization?
Do you think a team of people with this passion could dominate the competition; create memorable experiences for your customers?
Why don’t most leaders pay attention to creating this type of environment for their employees?
- Posted 8.24.15 at 05:48 am by Roy Osing
August 17, 2015
“Coming in” is short sighted. Do anything you can to acquire them. “Drop your drawers” on price to attract and get. Give away an iPad. Offer 3 months free.
Do you really think that if you do anything to get them, they won’t leave for the same proposition?
Wake up! If you enticed them to come, they will leave you in a heartbeat for the same. People that shop around and move for a better offer show no loyalty to any organization.
“Coming back” should drive your efforts. Do anything to keep them coming back. The mindset that works is the unwavering belief that you have to earn today’s customer’s business everyday.
It’s easier to launch a “new customer acquisition” program than invest the time and energy of every moment of everyday to continue to earn the business of those who trusted you to and made the leap to you in the past.
- Posted 8.17.15 at 05:41 am by Roy Osing
August 10, 2015
Factions are “groups of sameness”.
Crowds controlled by a set of rules; expected to think and behave in a calculated way.
A member of a faction is commanded to conform to a predetermined set of societal rules.
They are crafted from a common blueprint; stamped with the same tattoo.
A Divergent, on the other hand, is an independent thinker that can’t be controlled.
They create their own box to play in.
They are feared by faction leaders because their actions can’t be predicted and they have a disregard for any value set and rule system they can’t identify with.
We need more Divergent’s.
We need people who challenge; who question; who like to be CoNTRARIAN; who are disgusted with the status quo; who are ok with putting it all on the line.
I wonder what a faction of Divergent’s would look like?
- Posted 8.10.15 at 04:35 am by Roy Osing