July 21, 2010

(Still Another) Six Competencies to Covet

This is the final Six until I learn more personal traits that lead organizations to BE DiFFERENT...

> REACTION MANIAC —a HUGE aspect of surviving a major (or minor for that matter) screw-up is responding to what has occurred in the right (read as “Loyalty Building”) way. The truth is, a successful Recovery actually builds Customer Loyalty MORE than if the mistake never happened. Counter-intuitive I know, but true. Remember the BE DiFFERENT formula: Service Recovery = FIX it + Do the UNEXPECTED (the Dazzle Factor).

> MELLOW YELLOW —you really do need folks that react well under extreme pressure. See Competency above. STOP—PAUSE—THINK—RESPOND THOUGHTFULLY. This is tough to train people in (sometimes I think it is impossible). Covet the Competency.

> “I’LL REMEMBER YOU”—Memories….. the fact is a good memory will go a long way to dazzling a customer. It shows you paid attention the last time you connected with the person. It shows you care enough to remember. True story: this year’s vacation at the Maui Ocean Club in Kaanapali Maui. Mellisa greets us as we check in. First thing she says “Welcome home Mr. and Mrs. Osing. How are the book sales going? Have you written your second book yet?”. Impressive. Dazzling. A Memorable Moment for me. A story to tell.

> CONSTRUCTIVE EMULATOR—tough to come up with an original idea these days. Go find someone else’s idea that excites you. Morph it to work in your organization. Execute it with passion. Infect others with the Desire. A BE DiFFERENT copying skill is worth its weight in gold…. and survivability.

> NANO-INCH SEEKER—there’s no such thing as a Silver Bullet. Progress is made by having a distinguishing Strategic Game Plan and executing it flawlessly…. inch-by-inch-by-inch. Get an inch of progress FAST. Look for people who have demonstrated this capability.

> CUSTOMER EMPATHY—can you look at yourself through the customer’s eyes? No, I mean REALLY look. Objectively. Compassionately. Solution-mindedly. It’s not about your organization; it’s about the Customer Moment and you need Practising Empathizers if you want raving lunatic fans as customers (which we all do).

How are you doing? Out of the eighteen Competencies I have discussed so far, what percentage does your organization Covet? 100%—you’re dreaming! Over 50%—you’re on the right track and have the RIGHT momentum going. Less than 50%—you need a Competencies to Covet Plan (probably a renewed Strategic Game Plan to provide a new context for your organization should precede this).

As usual you comments would be appreciated. Your stories as well.

Cheers, Roy
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Other Competencies to Covet Blog Articles
Six Competencies to Covet
Another Six to Covet
Still Another Six to Covet

BE DiFFERENT YOU! | Leadership | Permalink
Posted 7.21.10 at 07:00 am by Roy Osing | Read Comments (0) | Leave a Comment