The Book of the month for our book club is "The Fred Factor." I have had this book on my shelf for quite a while - bought it just prior to the holidays and am only now finding the space to read it. As with all books I read, I am reading this one because it has been recommended by more than one person in a variety of settings. Just a few pages into it, the message is a very clear message of delivering more than expected.
Isn't it fun when you go somewhere and stumble upon an extraordinary experience?
Don't you just RAVE about it to everyone you know?
Isn't it equally disappointing if you return visit and have a less than satisfactory experience?
I have heard the random statistic that it takes 11 great experiences to off-set a SINGLE poor experience.
So, it's not just good enough to WOW your customers . . . you must figure out how to do it consistently for as long as you are in business regardless of the level of activity and regardless of whatever noise is humming along in the background (Personal issues) . . . and regardless of how busy you are. When things get busy, often service suffers . . .
Guard yourself against getting too many balls in the air without having the leverage to provide impeccable service. Implement all 3 of the leverage components (People, Systems, and Tools) to take some of the pressure - and focus 100% ALWAYS on WOWing the client.
Don't allow heroic deeds pass by unheralded. Let your clients know when you are able to do something extraordinary that saves them time, energy, anxiety, or money.
There's a restaurant somewhere in the middle of Kansas that is in 1/2 of a gas station. We were driving with our 3 children across Kansas and all was going well until Deb and I heard from the back seat: "I'm HUNGRY!" The closest exit that we knew about that would have any recognizable food was at least 45 miles away. I knew that the fuse was shorter than that, so i began to pay CLOSE attention to every exit opportunity. VOILA! I saw a sign for food . . . veered off the interstate . . . and we piled in the door of the restaurant hungry and tired and cranky. The atmosphere was nice. It was 2:30 in the afternoon. The place was virtually empty. Having been in the restaurant business in my past, I knew that it is during the slow times that restaurants typically give the worst service because the employees are "down" and less attentive to customers and more focused on prepping for the next rush or cleaning up the mess from the prior rush.
We were greeted INSTANTLY by a lady who seated us and pulled up a chair and sat with us. She made us feel like we had walked into a warm home - promptly took our order - got our drinks and then came back and sat with us and talked. She told stories of her kids and what it was like to live in the middle of Kansas. I remember the food as being nothing short of wonderful. I'm not sure it was all that tasty or healthy, but the environment and the service were "just what the doctor ordered" so my recollection is that the food was great. When we left that restaurant, there were hugs all around.
We drive to Denver @ twice a year and always marked that restaurant on our list of MUST stops. The kids would "hold it" for hours just to be able to eat there and hang out with our friend.
Then it happened . . .
We arrived at the restaurant as usual and walked in the door . . . Instantly, we felt a difference in the environment - didn't feel as warm. Our friend was not there. The service was poor and the food was worse. As we were leaving, I could help myself. I had to ask: "What happened? We were here 6 months ago and this place TOTALLY different now???"
New ownership - Many of the old staff had left and found other jobs - including our friend . . .
We still drive that highway a few times each year . . . We have not stopped at that restaurant again. We always see it as we pass by and comment on how great it used to be.
If you're going to commit to delivering exceptional service, you must be committed 100% ALL the time . . . Your success depends on it.
Best,
b
Barry Owen
Productivity Coach and Principal Broker
Keller Williams Realty - Nashville, TN - Green hills
www.creatingspaces.blogspot.com
Simply Living the FourFold Way in Open Space
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