Facebook has a new feature that it will tell you about “memories” you have on this very date dating back to when you joined. Through this fun time warp I discovered I wrote a blog before this one. I forgot that for two months in 2008 nearly every day I wrote a “note” on Facebook and called it my blog. I love reading them and thought I’d share a few. Strangely, the advice remains strong seven years later.
Under Promise, Over Deliver
This is one of the 100 or so great pieces of advice I have received during my career. It is simple advice, which works when adhered to. The Chinese restaurant down the street is great at this. I’ll call in an order and the woman will tell me it will take 45 minutes. 35 minutes later the delivery driver is at my door. I’m excited that my food is here early, I tip the driver more than usual, I enjoy eating the food and everyone is happy. If they would have guaranteed 30 minute delivery or less and it arrived 35 minutes later, I would have been upset, disappointed, maybe not have tipped the driver at all and probably would have been annoyed while eating my food. It’s the same food and the same quality of service, but a different promise resulting in completely different experiences by the consumer.
I Will Change Someone’s Life Today
Today, I have the dubious distinction of telling one of my employees that because of the great technological advances in our industry, we are replacing his position with a computer. Ouch. This employee isn’t my most valuable player, but he is hard worker and responds to coaching. And it is his life. He’s been here almost 7 years.
When did we as a society determine that things are “better” when a beating heart is no longer needed to make decisions that affect how our fans consume our product? Sure, it’s cheaper. And that is no small issue in these fiscally challenging times. However, it occurs to me as we take these giant steps into the automated future, we are taking huge leaps backwards in customer service.
When a computer is in control there is no one to answer the phone, there is no one to make a judgment call, there is no one around to do what’s best, there is no one to call for help, and there is no one putting their human energy into your business. The end result is perfection – cold, sterile, lifeless, perfection. How can we ask people to be passionate fans for our business, product, or service — if no passion goes into creating it?
I will change someone’s life today. If you are a fan of my product, it could be you.
Tuesday – I Have a Thought
Notice how often to you walk with your eyes firmly planted toward the floor or your feet. Today, lift your head, make eye contact, smile and say hello to people in the hall. Even if you don’t know the name of your coworker look them straight in the eyes, smile and say hello. Check that. Do this ESPECIALLY if you don’t know the name of your coworker. Watch what happens.
I have a confession. I have been cheating on my privately-owned coffee shop with Starbuck’s. I’m not proud. In fact, I’m embarrassed.
Here’s how it happened.
Right around the corner from my home is a small, privately owned coffee shop. They know me by name. They know what I drink. They will still serve me my coffee if I show up with no money. A couple months ago, I stopped going. Instead, I started making tea at home and taking it to work with me. I was trying to be healthy. I was trying to conserve money, resources, etc. Over time I missed my coffee, my morning chat and the daily routine.
However, instead of returning to “my” coffee shop, I would drive right by it and go to Starbuck’s. It’s not that I enjoy the taste of Starbuck’s coffee more than my coffee shop – I don’t. I didn’t return to the private coffee shop, because they know me. I had pangs of guilt for leaving them. It had been a while since I had shown my face, there would surely be questions. So, instead I opted to go for the cold, sterile, factory of coffee where there would be no questions and no guilt. Except there was. Guilt that is. I felt guilty giving my money to the 800-pound Gorilla. I felt guilty based on the blog entry I wrote on August 18th “Starbucksfication.” So this morning, after two months, I returned to my coffee shop. I pulled up to the speaker and heard, “Good Morning, we’ve got you started.” No questions. No guilt. Same service. I was treated as if I never left. I’ll return to tomorrow.
In order to take actions in life and business you need to actually take the action. We get caught up in the drama and our own fears of what MIGHT happen that we are left paralyzed. Today, go forth with gusto. Stop listening to the chatter in your head and start taking action.
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