I'm always fascinated by customer service, whether I'm ordering fast food, watching the Dodgers play or running errands.  I am eternally optimistic that people care enough to provide great service...and I'm often disappointed.

Take, for example, my recent experience with the UPS Store in North Hollywood, CA.  I was in a hurry and needed to ship several things that were unpacked.  I walked into the nearest UPS Store and asked for a box, packing supplies and UPS overnight shipping.  I also had with me a box, already prepackaged and postage-paid, that I just needed to drop in the US Mail.

I asked the clerk (trying not to be too distracted from all the metal in her face) if she could please take the small box and drop it in the mail, so I could work on packaging everything else.  She announced "that will be $2.00."  I was stunned...I hadn't even done anything yet.  "What is $2?", I asked.  She said that's what it would cost to drop off the box.  "Even with postage-prepaid? Just to drop it in the mail box?"  Her reply, "yeah, $2.00". 

It didn't matter to her (as she explained) that I was about to buy a box, packing materials and overnight shipping.  I felt like I'd walked into a Seinfeld episode.

I grabbed my stuff and left, opting for the US Post Office.  It wasn't about the money.  It was the feeling I had that I didn't matter.  Squeezing $2.00 out of me was far more important than making a sale and creating a lasting customer relationship.  Now what do they have?  Not my $2.00...and not my patronage.  Is $2.00 really worth losing a customer for life?

Now consider how this might affect you as a real estate professional.  Do you care more about your prospects and clients than your commission?  If you care now, you'll have someone as your client and your friend for life.  If you care less, but only want to see that check, you'll likely lose both...and that costs a whole lot more in the end.

I was driving home from the beach yesterday with my 11 year old brilliant daughter (genetics, I'm sure).  On the radio, the DJ said to "expect the unexpected".  My daughter looked at me with a puzzled expression and said "if you expect it, it's not unexpected". 

Smart girl!  We had a fun talk about what the DJ might have meant, but I was so impressed with her listening skills.  As I train sales people, it always amazes me how often they fail to listen!  The best way to sell is with your ears, not your tongue.  The best advice I've heard on how to listen was this:  "Shut up".

I had the iPhone for about 2 years (6 of them, actually).  It's a great entertainment device, but it's hard to write more than very simple, short texts.  Tweets (even at 140 characters) are more cumbersome.  It didn't allow MMS texting, so if someone sent me a picture or video, I had to view it through an external link on a PC or Mac.  I heard they're coming out with a more business-friendly iPhone, but who knows when?  

The greatest feature of the iPhone is Apple's incredible customer support.  All 5 of my previous iPhone's had one glitch or another (only one of them was my own doing...hint: never text while riding a motorcycle), and Apple willingly and without typical customer-service-attitude, replaced them all.  I can't say enough about their excellent customer relations and their amazing systems!

2.    Plan every day the night before.  Developing this habit is like loading your gun before you need to use it.  Imagine having to defend yourself or your family from an armed and dangerous home invader?  You grab your gun but realize that it's not loaded, so you have to remember where you put the ammo.  Assuming you can find the bullets, you still have to load the gun with your trembling hands BEFORE the bad guy gets you or your family.  Silly analogy?  Imagine how difficult it is to create a well developed and comprehensive plan when you're pressed for time and have a dozen other fires that must be put out right now!  Time can kick your butt if you let it.  Decide not to let it.

I know this analogy might get on some people's nerves because not everyone is comfortable with guns.  The point, however, is that preparation is a life and death matter.  The gun analogy is uncomfortable, but those who fail to prepare SHOULD BE uncomfortable.  Imagine if Captain Sullenberger (of the famed Hudson River landing) hadn't been prepared to land his plane on water.  What if he had to stop and think..."hmmmm, where's the emergency landing manual...I better read up on that".  He had NO TIME to prepare anything.  He had to act.  When the time to act is upon you, there is no time to prepare.

How does that relate to planning your day the night before?  You will be better prepared to achieve success and avoid disaster if you have a plan...even for one day.  There's a lot to do as you build your own business, climb the corporate ladder or avoid your own slice of the economic disaster.  Why not give yourself the advantage by planning ahead?

Intro and Part 1 here: http://activerain.com/blogsview/981044/Intro-and-Part-1-to-Mastering-Time

I just wrote a Time Management 'Minders paper for my clients.  I haven't published it yet.  It's a bit "relaxed" in its tone which has given some of my friends reason to ask me "are you sure you want to say it like that?"  I thought I'd seek my fellow A/R's input.  There are 10 parts, each with stand-alone merit.  Please tell me what you think.

Intro:

Ben Franklin was right when he said "To love life is to love time, for time is the stuff life is made of."  The nice thing about time is it does not discriminate based on wealth, race, sex, power, personalities or any other characteristics.  We all have the same time every day with which to accomplish great things...or to watch life pass us by.  We elect how to "spend" time.  In other words, what I do (or choose not to do) in any 24 hour day is up to me.  Doesn't it make sense to choose success through time mastery!

Here are a few reminders how to choose success versus sucking at time management.

1.    Have a PURPOSE!  Have you ever seen a public speaker pace back and forth while she talks?  It's irritating because there's no point to what she is doing.  As a public speaking coach, I tell students to "move with a purpose".  The same advice applies to every action you take...act with a purpose.  If you don't know why you're doing something, there must be something better to do.  Do that instead.

Developing a mission statement is about focusing on what you want the business to accomplish that is MEASURABLE from an outsider's perspective.  The mission is not a "soft" statement full of hope and good feelings...it's a MISSION, as if you're heading to war (not sure I like a war analogy, but it fits for crafting a mission statement).  The hope and good feeling is for the company's vision.
 
Consider Desert Storm (part one).  The mission was to "remove the Iraqi Army from Kuwait".  Nothing about "freedom" (although that was implied).  Nothing about right or wrong (again implied).  Nothing about how it will be done.  Just a measurable MISSION to accomplish.  To achieve your mission, the details will be developed through strategic planning, but the mission stands alone.
 
A lot of companies have mission statements that, in my mind, are more "vision" or "value" oriented.  I don't see the need for two vision statements, even if one of them is called a "mission".  Here are some examples of good and bad:
 
Albertson's: Guided by relentless focus on our five imperatives, we will constantly strive to implement the critical initiatives required to achieve our vision. In doing this, we will deliver operational excellence in every corner of the Company and meet or exceed our commitments to the many constituencies we serve. All of our long-term strategies and short-term actions will be molded by a set of core values that are shared by each and every associate.  [Too soft and profoundly nondescriptive]
 
Levi: People love our clothes and trust our company. We will market the most appealing and widely worn casual clothing in the world. We will clothe the world.  [Great...shoots very high, but measurable and a great tool for focus.  Does Levi do designer suits or prom dresses?  Nope...not "casual" as specified in their mission.  They have clear focus on their product and who they're selling to]
 
Kerr-McGee Corporation: Create value for shareholders through the energy business.  [What is value to a shareholder?  Does $0.01 divident per share fulfill this mission?  I don't think this one is clear enough]
 
IKON: Helping our customers manage document workflow and increase efficiency through best-in-class products and services. Fostering the growth and development of our employees. Providing a distinct advantage to our suppliers as a distribution channel of choice. Growing shareholder value through strong execution of our strategies.  [Good.  Growing value is better than "creating value" (see above).  Most elements in this miession are measurable]
 
Applied Materials: Applied Materials' mission is to be the leading supplier of semiconductor fabrication solutions worldwide-through innovation and enhancement of customer productivity with systems and service solutions.  [Good...measurable]
 
Avaya: Provide the world's best communications solutions that enable businesses to excel.  [What is "best"?  Through whose eyes is this measured?  I'd have preferred to see "market domination" or "provide comm servides to 80 of the Fortune 100...]
 
Auto Nation: To be America's best run, most profitable automotive retailer.  [Good...most profitable is something you can measure...although "best run" is a bit on the hard-to-measure side]
 
Estee Lauder: The guiding vision of The Estee Lauder Companies is "Bringing the best to everyone we touch". By "The best", we mean the best products, the best people and the best ideas. These three pillars have been the hallmarks of our Company since it was founded by Mrs. Estee Lauder in 1946. They remain the foundation upon which we continue to build our success today.  [Love this one because it defines "the best".  Still a bit touchy feely since "best" could mean a variety of things, but I believe this mission gives focus to everthing the company does, from hiring to R&D to marketing, etc.]
 
Lincoln Financial Group: As one of the country's premier financial services organizations, Lincoln Financial Group is committed to providing its customers with the life insurance, retirement and investment products and services they need to maintain their quality of life. As a concerned corporate citizen, the company's Foundation has sustained a strategic philanthropic program to improve the quality of life in the communities where our employees live and work.  [This one leaves me wondering whether it's good or not, which probably means it's not good because it doesn't move me.  I get hung up on "maintain their quality of life" since I don't know what that is...or if it's even consistent within their ideal customer base]
 
Family Dollar:  For Our Customers-A compelling place to shop...by providing convenience and low prices. For Our Associates-A compelling place to work...by providing exceptional opportunities and rewards for achievement. For Our Investors-A compelling place to invest...by providing outstanding returns.  [Almost good.  Not necessarily measurable, but good for providing focus and direction]
 
 
Here's a good case study to illustrate WHY a good mission statement is important and should be followed to provide focus.  Fred's Grocery:

As an example of how a company mission statement can serve as a focus for improvement in your business's performance, consider the case of Fred's Grocery, a small one-store business, which suffered sales declines when a large chain supermarket opened a store in the neighborhood.
 
Fred initially considered lowering prices and adding many new items to compete, at great expense and lower margins. However, a family discussion about the "mission" of Fred's Grocery caused Fred to respond in a less direct, less costly, less risky manner.

Fred and his family realized that their mission was to serve the convenience needs of local, upscale neighborhood shoppers for specialty items and "fill-in" grocery items that they needed. The majority of Fred's shoppers spent an average of only $12 ($5-$25 per visit), considerably less than at the larger chain store. Fred and his family decided they would offer more services and specialty items than the larger chain store. Their array of specialty goods, prices, and services also separated them from convenience store chains like 7-11.
 
Fred's carried all groceries to the shoppers' cars and apartments and delivered gift baskets/flowers, at no extra charge within a five-block radius of the store. They also added specialty items to their store, putting in an espresso coffee bar, wine kiosk, and food/flower gift assortments. They upgraded and limited the amount of fruits and fresh vegetable selections and added fresh, warm breads and cookies.
 
After one year, Fred's Grocery realized its best year ever and increased both shopper traffic and average sale by 100 percent to an average of over $25 per shopper. Fred felt the new chain store was the best thing that ever happened to his business, thanks to the time he took to discuss and refine his mission statement!
 
(Source for case study: http://www.toolkit.com/small_business_guide/sbg.aspx?nid=P03_4002)

(Source for mission statements: http://www.missionstatements.com/fortune_500_mission_statements.html)

I have been working with a fantasic marketing team in Boise, Idaho.  They're known as Tricycle and they are superior craftsmen in marketing, graphic design and Web 2.0.  You can see some of their work and get to know them better by visiting www.thetricycle.com.  They are not limited to the Boise area.  In fact, they've done great work on national accounts.  I'd highly recommend them if you want to develop a better brand that represents who you really are.

Tell them Jason Romrell referred you.  You'll get first class service and exceptional results!

Does this story speak to the wisdom or folly of gun control?  Does it address whether our society is becoming less tolerant (or more angry)?  Is this story about how some people are unaware of how their actions affect others?  Shocking, to say the least.  This will make me think twice before I go to the movies...especially with my children.

http://www.cnn.com/2008/CRIME/12/27/movie.shooting/index.html

As a continuation of my previous posts on "Culture", we believe that work and play and life in general should be FUN!  Here's how we embody this point of culture:

"I view my life as a journey to be enjoyed and appreciated and I create an atmosphere of fun and happiness so all around me enjoy it as well."

Most people know that fun and productivity are closely related.  If work is a drag, use the "Q" word and find something else.  You will enjoy life more...and your clients will love you and your business more...if there's a component of FUN in the mix!

Previous points of culture:

Committment; Ownership; Integrity; Excellence; Success; Education; Team Work

The last blog post I wrote about "culture" was about BALANCE.  Interesting idea during the holidays, isn't it?  How well do we balance work, family, religion, personal development, etc. around the holidays?  It seems like a lot of folks sort of hybernate during the end of the year.  But isn't everyday as important as the next?  Does the calendar dictate what is important...or is every day a chance to balance our business, personal and family lives.  Here's the link to my "balance" blog entry in case you want to see it (again).  :-)

http://activerain.com/blogsview/700387/Balance-Part-of-our-Culture