An Activize Blog about what really happens in business and workplaces and how to make it better.
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou
This quote resonates for me as I work with organizational leaders competing for business. It’s all about that emotional connection with the customer.
My consulting client Max is a high-achiever who runs his successful firm out of a midtown high rise. In our first session in his office, I began by asking him about his business “origin story.” He walked over to the window and pointed to a horse and buggy in Central Park. Max told me that when he was about four years old his beloved grandfather began a tradition of taking him out once a month for one of those carriage rides with the same horse, Sandy and his driver.
One of their scheduled Sundays, Max was sick and had to miss the date with his grandfather and Sandy the horse. He remembers feeling inconsolable. Later that evening, Grandpa walked in with a huge swirly lollipop along with a card. It read: ‘Dear Max, I missed you so much today. I came to work today just for you. I hope to see you next month. Love, Horse Sandy.’
Max turned to me and in a choked voice said: “That emotion, of feeling front and center in Sandy’s work life is the secret behind my success. I never wanted to miss this adventure again because I didn’t want to disappoint Sandy. Of course, I grew up and figured out that Sandy hadn’t sent the note. But my grandfather demonstrated to me the key to success in business: It takes strength to make customers remember you; It takes skill to make them never forget you.”
As Max has built his business, he has made sure to keep the customer front and center.
Do your customers feel front and center in your business? Every customer interaction is a business opportunity. In today’s digital market, the competitor is a mouse click away.
Customers ARE your business. They make or break every business. To keep your customers delighted your employees must be passionate about providing every customer the best possible experience. To state the obvious, this passion must never die. Your customers will love your business only as much as your employees do.
“Customer service shouldn’t just be a department, it should be the entire company.” …Shep Hyken.
As an executive leader with a twenty-year background in customer service, I am often asked by clients for my key insights. My answer is simple.
Get to know your customers and delight them. If you don’t, your competitor will.
Customer service is not a department, it’s an attitude. It is the golden thread in your mission statement- the glue that holds your business together. It has the power to filter from the top down and across every department. But it all starts with the CEO.
Another client, Joe, has been in business for about ten years in the pharma industry. It has grown exponentially every year—now employing more than a hundred employees. Every first of the month, he puts time on his calendar and randomly calls five of his best clients to thank them for their patronage. One hour per month to demonstrate his belief in this principle. Joe has an entire team of sales executives but he consistently still gets new business referred personally to him.
Wow your clients. Deliver an extraordinary experience.
The results?
An increase in your bottom line. And a reputation that beats that.
Goldy Blum is the president and chief consultant with the Activize Group, an Executive Coach and advisor to corporate leaders.
gblum@activizegroup.com
347-725-3575
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