Be Different or be dead

January 27, 2014

Why unforgettable moments are the way to be amazingly successful

Source: Unsplash

All organizations seem to be coveting the amazing customer experience, but in order to deliver one, you have to break the experience down into the moments that comprise it.

How will you know when your organization has finally matured in this regard?

How will you know when you are building long term sustainability in an unpredictable and chaotic world?

How will you know when your fan base will carry you forward to where you need to go?

You will know when everything you do is focused on creating unforgettable moments for the people you serve.

Unforgettable means…

▪️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 the 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 unforgettable moments.

Be The ONLY one that delivers unforgettable moments the way you do.

Cheers,
Roy
Check out my BE DiFFERENT or be dead Book Series

• Posted 1.27.14 at 05:43 am by Roy Osing
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November 11, 2013

What happens when you WOW! someone?

If your strategy is to WOW! customers, you have to look for the right people.

Yes, it’s important to have people with intellectual competency. But it doesn’t guarantee DAZZLING customer service.

Too much emphasis is placed on how smart someone is.

Recruit people that “love” humans.

It’s not about what they know.

It’s about how they feel.

WOW! doesn’t happen when you show ‘em what you’ve got mentally.

WOW! happens when you show ‘em what you’ve got emotionally.

You can teach people the content of your business but you can’t teach them to care for others.

Either they have it or they don’t.

Find those that do.

Hire them fast.

Cheers,
Roy
Check out my BE DiFFERENT or be dead Book Series

• Posted 11.11.13 at 05:51 am by Roy Osing
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August 26, 2013

Why ‘the little things’ that happen make poor customer service

Source: Unsplash

Why ‘the little things’ that happen make poor customer service.

Customer service is all about the little things we notice and get annoyed about

— The dust ball remaining in the corner after the professional cleaners ‘finished’ their job;

— The grease on the steering wheel after they have finished servicing your SUV;

— The soiled seats on the aircraft;

— The lipstick residue on the wine glass;

— The dirty marks on your cupboard door after the hinges have been replaced;

— That the serviceperson didn’t remove their shoes when entering your home;

— The lack of free wifi on the cruise you spent $10,000 on;

— The $1.00 adding error on the restaurant bill;

— The indifferent attitude of the restaurant server.

The reality is that these are the things we do notice.

These are the things that we expect not to happen.

These are the things that indicate the serving organization is not concerned with the details that finish the job completely for us.

These are the things that reflect the culture of the organization and the values of leadership.

“They notice everything” posters should be plastered about the workplace

So if organizations want to create amazing customer experiences, their leaders should monitor every nook and cranny of the organization to pick up on and change “maybe they won’t notice” attitudes and behavior.

Cheers,
Roy
Check out my BE DiFFERENT or be dead Book Series

• Posted 8.26.13 at 06:16 am by Roy Osing
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August 5, 2013

One simple reason why an organization can’t be customer focused

Source: Unsplash

One simple reason why an organization can’t be customer focused.

Can an organization be passionately engaged in serving its customers?

I don’t think so.

Organizations are a collective.

They are pluralistic.

They are an amalgamation of individuals that comprise it.

If the people within the organization don’t have an innate desire to serve another human being, the organization will (despite declaring its aspirations) never be customer focused.

For organizations who truly want to ‘be one’ with their customers, the imperative is to recruit people that “love” people.

Education is ok. But it is table stakes to playing the customer loyalty game

Serving isn’t an intellectual activity. It’s an emotional one.

It’s not based on an algorithm or formula.

It’s based on an attitude and drive to take care of someones’s needs, desires and cravings.

You can’t teach people to do it. You can’t train people to do it.

You have to recruit people who are born with it.

And if you recruit enough people with the serving ethic you can become the customer-centric organization that you aspire to be.

Check out your recruitment program. Look at the questions you ask a prospective employee. Examine the experience they have in serving others; ask for their stories.

Hire for goosebumps.

Cheers,
Roy
Check out my BE DiFFERENT or be dead Book Series

• Posted 8.5.13 at 06:15 am by Roy Osing
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