We’ve recently moved into a new house.  I use the term “new” rather loosely as it was built in 1973.  It’s new to us, not new to the neighborhood.  In fact, neighborhood and yard is amazing.  The gentleman who owned the house before us was an organic gardener.  Three rather large plots out back, as well as a mature orchard of about ten fruit trees.

As you can imagine around most of the plots and orchard area there is edging.  You know that lovely thick sharp metal kind.  The kind you hate to hit with a lawn mower and the kind you hate to have your dog step on at a dead run.

Yep, hard, fast running dogs and metal edging are not meant to be in the same yard.  Not a good or safe combination – In My Humble Opinion.

Now, I also think I have the best vet care around, Allpets Clinic in Boulder.

You have a bleeding dog, you call with an emergency, they get you right in and make an immediate initial assessment of the situation.  They made sure Max was stable then came out to talk to me about next steps.

Now here is an occupation where you might think soft communication skills are not always valued.  People are attached to their pets.  Crazy attached to their pets.  At least in most cases.  And sometimes it’s hard to make medical decisions based on your financial situation, but you do.  And the doctors understand that.  Now I’m one of those people who will take care of their pet regardless of cost, but the time spent with me by the doc so I would understand every aspect of what they were going to do was priceless.

She was patient, direct and compassionate about the situation.  I understood what she was going to need to do and how long it would take.  She needed to act and I needed to give her an answer right then and there.  I felt completely informed and I knew Max would be taken care of to the best of her abilities.  Once she was further into the situation, she came out and kept me informed.  Not once, but twice.

I point all of this out because she didn’t need to take that much time with me.  She could have  given me the information in several different ways, but she didn’t.  She could have sent a Tech, but she didn’t.  She showed me she cared about Max as much as I do.  How do you teach that?  Can you teach compassion and caring?

You can teach lots of things needed to be successful in your job, I’m not sure about this one.  It falls under my thought of hiring the right kind of people, with the right kind of spirit and attitude.  You can teach them all of the skills to do the job, but you can’t teach them how to have a good spirit and a good attitude.

Because of who they hire and how I and my animals are treated, I’m loyal to Allpets Clinic.  That’s why Allpets has been my vet since 1992.

M  –  And Max is doing great with a little TLC.

Posted under Customers, Employees, General, Leadership, Shareholder Value

We just finished the “Official” Customer Service Week and just like Steve Curtin writes, “The Emperor Has No Clothes”.

He raises an interesting point about how employees act when the company president is on-site versus not.  People knowingly act differently, in order to be on their best behavior when the “top brass” is in town.  Things are cleaner, tidier and top-notch.  He uses very strong examples from a retail experience, but the premise holds true regardless of the industry.

1. Employees openly texting, emailing or surfing the internet instead of assisting a customer.
2. Employees taking a smoke break just outside the front door.
3. Employees complaining about their schedules, co-workers or other customers openly.

“What happens in most cases is that: a.) there are no credible standards in place to enforce; b.) even though standards are in place (usually in the employee handbook that hasn’t been cracked since each page was initialed during employee orientation), mangers are unaware of them or apathetic towards their enforcement; or c.) managers themselves engage in the same indifferent behaviors!”

Steve goes on to write, “Here’s a litmus test I like to use when determining whether or not an employee’s behavior is acceptable: If I were the division president conducting an on-site visit, would this employee behave the same way? Would his manager tolerate it then?”

I just had an unpleasant experience with a moving company in this regard.  As they loaded items on the truck, I noticed they’d packed the tall ladder needed to gain access to shelving space overhead in my garage.  When I questioned them, the lead said he’d find someway to get up there.  “I’ll just climb up there.”  I asked him not to as it wasn’t strong enough to hold him.  I’d be right back with another ladder.  As I started to leave, I noticed him push on the top lid of the chest freezer in the corner.

When I got back with the ladder, the shelves were completely empty.  Hhmmm, interesting.  No one confessed as to how they got everything down until we got the other location.  Upon unloading the freezer, it had a huge dent in the lid where he stood to get to the shelves.  Now we’re arguing about replacement.

Customer Service Week isn’t just one week out of the year.  It needs to be every week.  Act like I’m the president of the company or he’s there looking over your shoulder.  Do the right thing regardless.  Every chance you get.

M

Posted under Customers, Employees, General, Leadership, Shareholder Value, Value Proposition

Loyalty comes in all shapes and sizes.

When you think of loyalty, you might think of a loyal companion – like a dog.  You might think of a close friend or you might think of family or your country.  Loyalty truly does come in all shapes and sizes.  All kinds of flavors from all kinds of directions for all kinds of reasons.

The common denominator is the underlying emotional connection loyalty inherently triggers in all of us.  It’s a feeling, it’s emotional, it’s palpable.  There may be reason and logic behind it, but not always.  It just feels right.  It fits.  It’s the commitment I have to you – personally.  It’s a connection.

It’s a connection tailor made to fit me and who I am.  When its all said and done, I will stand by you, turn to you, go to bat for you because of our relationship.

Because I trust you.  I trust you to take care of me and  my needs if I asked.  And I would do the same in turn.

Throughout this week, I hope you built or strengthened those relationships.

You Smiled, You Listened, You Asked and You Partnered Well.

I choose my experiences with you over anyone else.  Thank You!

M

Posted under Customers, Employees, Leadership, Shareholder Value, Value Proposition

You Gotta Dance With the One That Brought Ya!

I don’t care if it’s the Tango, Box-Step, Mambo, Jitterbug or Two-Step, it all takes coordination and a lot of practice to get it right.  To be fluid, to be graceful, to anticipate, to flow.  Finding the right dance partner and committing to “getting it right” takes fortitude and stamina.  I’m not in it for the short haul.

I want a partner that matches my current abilities and yet can grow with me.  One that will be willing to learn with me.  I want to dance all of the dances, not just the Mambo.  I want to be able to choose whether or not to sit out a dance, but not because I don’t know the steps.

Partner well – It makes a difference.  Learn the steps your partner needs in order to be fluid, graceful, to anticipate and to flow.

Let’s Dance!

M

Posted under Business & Process Innovation, Customers, Employees, General, Leadership, Value Proposition

“Your what?….Tin Roof, Rust!”

What a classic line in a classic song.  Sometimes you’ve gotta yell to be heard.

But why?

In order to stay on top of this fast past world, we have all become or are in the process of becoming a master at multi-tasking.  And, in so doing, we miss things.  We don’t focus on the moment.  We might miss part of the conversation while we’re trying to type an e-mail.

This week:

Stop, Focus, Listen.  Repeat it back.

Then do it again.

I think you’ll be amazed at how much you can still get done and how good it feels to focus on one converstaion at a time.

Try it today.

M

Posted under Customers, Employees, General, Leadership, Shareholder Value