It has been brought to my attention that I can be a little... verbose. While some customer service 'Tails' need time to tell, there are those that can be shared almost as quickly as a Pembroke Welsh Corgi wags her tail, so... Fun, Fast and Functional, I give you 'Corgi Tails'. Think of it as a 'Blog within a Blog' that you can enjoy in 90 seconds or less.
"Dr. X's office, hold please", "X Department Store, hold please", "X & X and Son's, hold please"...
Say what you will about a big corporation, hit me with the best jokes about 'press 1 for this and 2 for that', but the reality is that when an organization values and respects its customers, it also makes sure that its customers have a way to be HEARD! We've all been stuck in IVR hell, but, 99% of the time there is not only a warm blooded, breathing mammal on the other end, but, dang it, they are ready to LISTEN to you! Not so, the smaller firm. Sadly, our local shops and service providers often are restricted by space and funds to having one poor lad or lass answering multiple phone lines. Now, these good folks are conditioned to respond to a ringing phone by snatching it up and making the barest of connections - let the caller know you are still in business and grab the next line - but a demand to wait is just not an acceptable way to show your customer you care.
What is happening here? Well, these poor overworked souls are afraid that if they 'ask' someone to hold, they might hear a resounding 'NO'.
I will and do hang up and call back, and will continue to do so (and I know you have done the same thing, be honest) until either I get a proper greeting, or, I become so incensed that I interrupt the poor lad or lass mid "please ho...." to inform them, firmly, that "No, I am not holding, I wish to have my voice heard/be acknowledged/respected/DO YOU CARE THAT I AM CALLING?"
Just make a personal connection with me, ASK me if I would please hold. Since I am the one calling YOU, I obviously need something so, of course I will hold. All you need to do is ask nicely. Don't be afraid to engage with your customers. They are people, caring, feeling, empathetic folks who just want to be treated with courtesy. And, if they don't want to hold, well, they'll say no and call back later which is OK, too. Their choice, all good.
Remember, 'It's all about the interaction' and if the dialog is one-sided, there's no interacting going on, there's no connecting, no chance for Fahrvergnügen ... no Fahrvergnügen, no World Class Experience. And if that last sentence made no sense to you...you haven't been following me for long and need to read my last few blogs. (Go ahead, I think you'll enjoy them and, if you don't I want to know what would have made them better, seriously.)
Oh, and how fast does a Pembroke Welsh Corgi wag her tail? I'll tell you in my next 'Corgi Tails'.
Sunday, December 11, 2011
Wednesday, December 7, 2011
Customer Service 101; If you can't Ho Ho Ho, just say No No No!
'Tis the Season for volunteering and I say unto you... DON'T. No, really, don't do it. Now, before you go calling me Scrooge or Madame Grinch, let me explain. I DO volunteer. I joyfully pack up my camera, printers (two... gotta have a backup), photo paper, frames, Santa Outfit and a beautifully painted backdrop that gets velcro-ed to a PVC frame (which I built with my own two little hands), slap on my elf hat and head to the local Pet Mega-Store to take pictures of the furred, feathered and scaled sitting on Santa's lap, shoulder and sometimes hiding in his beard. I do this for a wonderful local animal rescue organization which has been doing great work for over 20 years. Santa is also a volunteer (Duh, the REAL Santa is too busy for pictures right now!), though most often he is the spouse of a member of the rescue team who has been 'volunTOLD' by his wife to don the gay apparel and sit still.
No matter, we have lots of fun, meet lots of adorable, timid and sometimes just plain ticked off to be dragged to the store to sit with a stranger critters. I have learned the tricks of the trade over the years; not all dogs like treats, cats want to pull off Santa's beard, birds will always poop down Santa's back, don't call a seated dog by name to get their attention they will run at you and lick the camera (I have a secret attention getter I'll share later), and, most important, check the floor before kneeling down 'cause when doggies get excited... some of them piddle. Nothing worse than spending hours with wet knees.
Even though we charge very little (every dollar goes to help the animals) and most people are just happy if Sparky holds still long enough for me to get ANY picture, I treat each 'Fur Baby's' Mom and Dad like what they truly are - my customers. I don't want them to be satisfied, I want them to be delighted, I want them to look at the finished photo and say, "That's Petey!" or "Oooooh, can I have a second copy to send to Grandma?".
By the way, I never charge for the copy, but they almost always insist on paying for it. How is it that I get people to give me money for something they could just scan at home and copy themselves? I'll tell ya... but first, let me tell you how it was when I started in the 'Volunteer Biz'.
Ah... the good old days. We used a Polaroid camera and it was pretty much a 'hold your breath and hope for the best' proposition. If Sparky moved or Santa sneezed, tough. Hey, the film was expensive and we were on a shoestring budget back then. As time went by, we moved to digital point and shoot and the slowest printer known to mankind, so it was still 'one shot per customer' unless it came out of the printer looking like something from a cheap horror film - and there was no one in line - then maybe you could get a do-over.
Then I got my DSLR (cue choir singing) and snappy new printer. Let me just go off on a tangent here and say that I acquired these toys courtesy of Travel rewards points from the insane amount of business travel I log every year, didn't have to pay a penny and that's ALOT of nights in hotels, let me tell ya!
Anyway, this new set-up was a game changer, or, it SHOULD have been. I now had the ability to take several shots, quickly show them to my 'client' via the nifty screen on the back of the camera, crop the best one and print out a really sweet shot guaranteed to please.
One huge obstacle, though, and it is one that I have encountered time after time in customer service organizations, 'We've been doing it this way forever and people are fine with it why do we need to offer choices we know what they need anyway". Whew! The Grinch doesn't have a heart that's two sizes too small, he has an unwillingness to go the extra mile to 'WOW' his customers. He isn't committed to delivering World Class Service. Here's the deal (and if you read my last blog you know this), people want to be given choices. They want to be able to pick something. Doesn't need to be a HUGE choice, could be 'Do you want that in red or blue?', or 'Do you want that delivered via regular mail or FedEx?'. Why the heck are choices so dang important to the human animal? Two main reasons; first, it makes them feel like they are in charge of what is going on and we all want to feel in charge, even if we really aren't and, second, if they make a choice and they wind up less than pleased with the outcome...well, they chose it now, didn't they? So, who are they going to be unhappy with? Right, themselves for their own poor choice! Believe me, this is the absolute truth. We've trained thousands of service providers and hundreds have resisted offering choices. And... they have all personally apologized to me in writing for doubting me. (Well, that is an exaggeration, but I have never had anyone come back and tell me it didn't work once they had become confident and skilled in offering strategic choices.)
My challenge was how to overcome the resistance of my fellow volunteers and get them to let me 'do it my way'. I chose to show them that it would work. At first, I would quickly delete and edit the pics in the camera and simply show the one I thought was best to the customer. Then, when there was no one waiting in line, I would involve the customer in the selection process. By the end of the day, my colleagues had seen the benefits of taking the extra time to offer options. By involving the pet parent, giving them choices and then letting them select, I could insure that they would be so thrilled with the finished product that they would PAY for more of it!
Bottom line, they were coming for a picture of their little Sparky with Santa, but being treated to a little World Class Service, getting some options, took the experience to the next level and they were happy to pay extra. It is the same in business, delight your customers, give them a WOW interaction and they will repay you with loyalty and additional business. I see the same dogs and cats year after year, and they bring their friends, which means more money for the non-profit and that's what it's all about.
(My 'attention getting secret weapon'? The squeaker I rescued from a stuffed toy my dog eviscerated. It's small enough to hide in my hand, but, since it's not in something fluffy, Fido doesn't know it's there and isn't trying to get at it. I can pose the pup, get into position, ready Santa and then 'squeaksqueaksqueak', Fido's ears perk up, head cocks to the side, looks right at me and... BAM! Money shot!)
No matter, we have lots of fun, meet lots of adorable, timid and sometimes just plain ticked off to be dragged to the store to sit with a stranger critters. I have learned the tricks of the trade over the years; not all dogs like treats, cats want to pull off Santa's beard, birds will always poop down Santa's back, don't call a seated dog by name to get their attention they will run at you and lick the camera (I have a secret attention getter I'll share later), and, most important, check the floor before kneeling down 'cause when doggies get excited... some of them piddle. Nothing worse than spending hours with wet knees.
Even though we charge very little (every dollar goes to help the animals) and most people are just happy if Sparky holds still long enough for me to get ANY picture, I treat each 'Fur Baby's' Mom and Dad like what they truly are - my customers. I don't want them to be satisfied, I want them to be delighted, I want them to look at the finished photo and say, "That's Petey!" or "Oooooh, can I have a second copy to send to Grandma?".
By the way, I never charge for the copy, but they almost always insist on paying for it. How is it that I get people to give me money for something they could just scan at home and copy themselves? I'll tell ya... but first, let me tell you how it was when I started in the 'Volunteer Biz'.
Ah... the good old days. We used a Polaroid camera and it was pretty much a 'hold your breath and hope for the best' proposition. If Sparky moved or Santa sneezed, tough. Hey, the film was expensive and we were on a shoestring budget back then. As time went by, we moved to digital point and shoot and the slowest printer known to mankind, so it was still 'one shot per customer' unless it came out of the printer looking like something from a cheap horror film - and there was no one in line - then maybe you could get a do-over.
Then I got my DSLR (cue choir singing) and snappy new printer. Let me just go off on a tangent here and say that I acquired these toys courtesy of Travel rewards points from the insane amount of business travel I log every year, didn't have to pay a penny and that's ALOT of nights in hotels, let me tell ya!
Anyway, this new set-up was a game changer, or, it SHOULD have been. I now had the ability to take several shots, quickly show them to my 'client' via the nifty screen on the back of the camera, crop the best one and print out a really sweet shot guaranteed to please.
One huge obstacle, though, and it is one that I have encountered time after time in customer service organizations, 'We've been doing it this way forever and people are fine with it why do we need to offer choices we know what they need anyway". Whew! The Grinch doesn't have a heart that's two sizes too small, he has an unwillingness to go the extra mile to 'WOW' his customers. He isn't committed to delivering World Class Service. Here's the deal (and if you read my last blog you know this), people want to be given choices. They want to be able to pick something. Doesn't need to be a HUGE choice, could be 'Do you want that in red or blue?', or 'Do you want that delivered via regular mail or FedEx?'. Why the heck are choices so dang important to the human animal? Two main reasons; first, it makes them feel like they are in charge of what is going on and we all want to feel in charge, even if we really aren't and, second, if they make a choice and they wind up less than pleased with the outcome...well, they chose it now, didn't they? So, who are they going to be unhappy with? Right, themselves for their own poor choice! Believe me, this is the absolute truth. We've trained thousands of service providers and hundreds have resisted offering choices. And... they have all personally apologized to me in writing for doubting me. (Well, that is an exaggeration, but I have never had anyone come back and tell me it didn't work once they had become confident and skilled in offering strategic choices.)
My challenge was how to overcome the resistance of my fellow volunteers and get them to let me 'do it my way'. I chose to show them that it would work. At first, I would quickly delete and edit the pics in the camera and simply show the one I thought was best to the customer. Then, when there was no one waiting in line, I would involve the customer in the selection process. By the end of the day, my colleagues had seen the benefits of taking the extra time to offer options. By involving the pet parent, giving them choices and then letting them select, I could insure that they would be so thrilled with the finished product that they would PAY for more of it!
Bottom line, they were coming for a picture of their little Sparky with Santa, but being treated to a little World Class Service, getting some options, took the experience to the next level and they were happy to pay extra. It is the same in business, delight your customers, give them a WOW interaction and they will repay you with loyalty and additional business. I see the same dogs and cats year after year, and they bring their friends, which means more money for the non-profit and that's what it's all about.
(My 'attention getting secret weapon'? The squeaker I rescued from a stuffed toy my dog eviscerated. It's small enough to hide in my hand, but, since it's not in something fluffy, Fido doesn't know it's there and isn't trying to get at it. I can pose the pup, get into position, ready Santa and then 'squeaksqueaksqueak', Fido's ears perk up, head cocks to the side, looks right at me and... BAM! Money shot!)
Saturday, December 3, 2011
Weave, Jump and Tunnel; Customer Service Lessons from the Dog Park
MY dog has a special gift for agility training. She is able to do something no other dog can do on the obstacle course. For those of you who aren't 'dog people' agility is a sport in which dogs race fluidly through a course consisting of jumps, hoops, tunnels, teeter-totters and other obstacles and success is determined by both accuracy and speed. Any dog can participate and it is great fun for people, and dogs, of all ages. At its most challenging level, the handler stays at one end of the course and the dog is required to complete the course all alone, this is called the 'gamble'... for obvious reasons... it's win or bust!
Watching a dog work through the obstacle course is a thing of beauty. The level of communication between handler and dog, each completely attuned to the other, trusting and wanting to achieve a perfect outcome, it is a truly unique experience. It reminds me of 'Fahrvergnugen'. Remember that word? It was used by the marketing geniuses at Volkswagen to describe the experience of a driver being 'at one' with their car. (The 'genius' part? Totally a made up word. Go figure!) So, a successful agility team is one that is aligned, in sync, 'at one'.
Just because they are 'at one' doesn't mean that one isn't in charge, driving the process forward. The handler has spent time training and working with the dog, not only teaching the dog what is expected, but, more importantly, LEARNING to read the dog and anticipate when a word of encouragement or praise will help steer them to victory. The handler knows how the course is set up, which obstacles may present a challenge and has a STRATEGY to navigate from start to finish in the most efficient and effective manner, ensuring a win.
The same thing applies to a successful interaction with a customer. You need to make them jump through a hoop, crawl through a tunnel and sit pretty while you feed them a bit of chicken jerky at the end... just kidding!
Seriously though, we have found that the most successful service professionals are those that employ a specific strategy throughout each and every interaction. Not a script (that 'S' word makes my hackles rise, GRRRrrrrrr) but a series of steps that can be customized to reflect individual style and adapt to every situation because they address the elements that DIFFERENTIATE a World Class interaction from a good, or even great, one.
Imagine you are on a truly World Class vacation. Money is no object, you are 'Brangelina' or a Khardashian, the world is waiting to please you... what would you do, where would you go and what makes it World Class?
No, really... take a minute and dream big. Like, Oprah-style big.
.............................................................................
Okay, I usually facilitate this with a flip chart and room full of happy vacationers, but I am going to do a bit of magic here and throw out what I'll bet you are thinking;
A limo stocked with my favorite booze and snacks picked me up,
I flew on a private plane,
When I got to the resort my clothes were already unpacked,
everyone knew my name,
My favorite Food Network Chef cooked for me,
I got a guided tour by a local expert,
I never waited in line,
My daily agenda was scheduled in advance based on what they already knew I'd want to do,
No one ever said 'NO', my every wish was granted.
Pretty close, right?
We have done this exercise with tens of thousands of participants and it always boils down to the same seven things which we call the World Class Service Key Differentiators. I'm not going to tell you what they are (I get paid to do that) but I will tell you if you look at the list above and are clever you will be able to figure out what most of them are. We took the Key Differentiators and then figured out how to make each one TANGIBLE, how to define it, apply it to an interaction and measure whether it happens or not.
And, I am here to tell you, that when you incorporate these elements into an interaction, whether with a happy, doubtful or downright upset customer you will achieve 'Fahrvergnugen', and be groovin' (couldn't resist) right through that phone call or face-to-face conversation right to the finish line and it'll be a Blue Ribbon experience. Following our Interaction Strategy not only eliminates miscommunication and mistakes, it saves time, naturally, because you are following the most direct path to the end result.
And the best part? The true beauty of the whole thing? Because it is being done 'in sync' with the customer it looks and feels, to them, that they are in charge... but really the handler, er, service professional is directing them the entire time. Cool, no?
Oh, and my dog's special talent? She has trained me to run the entire course, backwards and forwards, without ever calling my name even once or giving me a single treat. Now, if only I could get her to join me... But who am I kidding? My crazy dog was a rescue (BTW, she is not the dog in the picture above, that is Linus Van Pelt, Radclyffe's Chairman of the Bored) and she came to me so scarred and scared that I am just so darn happy that she is willing to entertain my attempts to train her (and she actually is doing very well, ask her trainer) that I will do anything to make her happy. Oh, and the thing I have done.... but that is fodder for another Blog!
Watching a dog work through the obstacle course is a thing of beauty. The level of communication between handler and dog, each completely attuned to the other, trusting and wanting to achieve a perfect outcome, it is a truly unique experience. It reminds me of 'Fahrvergnugen'. Remember that word? It was used by the marketing geniuses at Volkswagen to describe the experience of a driver being 'at one' with their car. (The 'genius' part? Totally a made up word. Go figure!) So, a successful agility team is one that is aligned, in sync, 'at one'.
Just because they are 'at one' doesn't mean that one isn't in charge, driving the process forward. The handler has spent time training and working with the dog, not only teaching the dog what is expected, but, more importantly, LEARNING to read the dog and anticipate when a word of encouragement or praise will help steer them to victory. The handler knows how the course is set up, which obstacles may present a challenge and has a STRATEGY to navigate from start to finish in the most efficient and effective manner, ensuring a win.
The same thing applies to a successful interaction with a customer. You need to make them jump through a hoop, crawl through a tunnel and sit pretty while you feed them a bit of chicken jerky at the end... just kidding!
Seriously though, we have found that the most successful service professionals are those that employ a specific strategy throughout each and every interaction. Not a script (that 'S' word makes my hackles rise, GRRRrrrrrr) but a series of steps that can be customized to reflect individual style and adapt to every situation because they address the elements that DIFFERENTIATE a World Class interaction from a good, or even great, one.
Imagine you are on a truly World Class vacation. Money is no object, you are 'Brangelina' or a Khardashian, the world is waiting to please you... what would you do, where would you go and what makes it World Class?
No, really... take a minute and dream big. Like, Oprah-style big.
.............................................................................
Okay, I usually facilitate this with a flip chart and room full of happy vacationers, but I am going to do a bit of magic here and throw out what I'll bet you are thinking;
A limo stocked with my favorite booze and snacks picked me up,
I flew on a private plane,
When I got to the resort my clothes were already unpacked,
everyone knew my name,
My favorite Food Network Chef cooked for me,
I got a guided tour by a local expert,
I never waited in line,
My daily agenda was scheduled in advance based on what they already knew I'd want to do,
No one ever said 'NO', my every wish was granted.
Pretty close, right?
We have done this exercise with tens of thousands of participants and it always boils down to the same seven things which we call the World Class Service Key Differentiators. I'm not going to tell you what they are (I get paid to do that) but I will tell you if you look at the list above and are clever you will be able to figure out what most of them are. We took the Key Differentiators and then figured out how to make each one TANGIBLE, how to define it, apply it to an interaction and measure whether it happens or not.
And, I am here to tell you, that when you incorporate these elements into an interaction, whether with a happy, doubtful or downright upset customer you will achieve 'Fahrvergnugen', and be groovin' (couldn't resist) right through that phone call or face-to-face conversation right to the finish line and it'll be a Blue Ribbon experience. Following our Interaction Strategy not only eliminates miscommunication and mistakes, it saves time, naturally, because you are following the most direct path to the end result.
And the best part? The true beauty of the whole thing? Because it is being done 'in sync' with the customer it looks and feels, to them, that they are in charge... but really the handler, er, service professional is directing them the entire time. Cool, no?
Oh, and my dog's special talent? She has trained me to run the entire course, backwards and forwards, without ever calling my name even once or giving me a single treat. Now, if only I could get her to join me... But who am I kidding? My crazy dog was a rescue (BTW, she is not the dog in the picture above, that is Linus Van Pelt, Radclyffe's Chairman of the Bored) and she came to me so scarred and scared that I am just so darn happy that she is willing to entertain my attempts to train her (and she actually is doing very well, ask her trainer) that I will do anything to make her happy. Oh, and the thing I have done.... but that is fodder for another Blog!
Sunday, November 27, 2011
Disappointment, Desperation, Dessert; A tale of Thanksgiving
Hope you all had a wonderful Thanksgiving and are emerging from your tryptophan coma's. This year, mine was great. Got to wake in my own home, watch a spectacular parade whilst still in my PJ's and then head to my dear sisters home, where she had tackled all the cooking, decorating and general distribution of mirth required to insure all attending were happy, stuffed and sleepy by 6pm.
As I sat in a stupor watching my nieces and nephew race around with WAAAAY to much energy, my thoughts drifted back, back, back... to a different Thanksgiving, a VERY different Thanksgiving.
My company has been in business since 1994 and I have been a part of the team since the beginning. Over the years I have worn just about every hat, usually more than one at a time, including sales. For those of you in sales, I am about to say something you will all nod your heads in agreement with, 'When your compensation is tied to what you bring in, you will do whatever it takes to close a deal, especially a big one.' During those first few years, it was critical that we nurture every potential client relationship and that meant traveling wherever, and whenever, there was a warm body with the authority to sign a contract! Even on the day before the biggest travel day of the year. ( I know, the busiest travel day of the year is actually a Friday in July, but humor me here, the last Thursday in November is a biggie, too.) That is how I wound up in Dallas, TX on an exceedingly warm last Wednesday in November back in the late 1990's prepared to call on the client that could double our next years revenue and give me a very, very Merry Christmas.
I had flown in the evening before and was lucky enough to secure one of the last hotel rooms in the city, had a great night's sleep and was totally 'on' during my sales presentation. I hit every point, could see that I had them in the palm of my hand and just KNEW the deal was going to close when the Director I was presenting to asked me if I could meet with her VP. The VP? Heck yeah, I'll meet with your Great Aunt Tootsie it she is authorized to sign on the dotted line. So, I waited...and waited... and waited. Until my flight home was starting to board at the Dallas/Ft.Worth Airport. I called my office and had Vicky, the company 'fixer' book me on a later flight. Later, in this case meant the next day, Thanksgiving Day, at 11pm, but I didn't mind because I was going to get this huge deal and that would make up for no turkey. She also arranged a room for me, not at the place I had stayed the night before, at a place closer to the airport. It wasn't a 'name' but, hey, how bad could it be?
Finally, my about to be newest client came in to apologize for the long wait and tell me that the VP had left. Apparently he had to pick up some last minute items for his family feast and the little woman was not going to wait until after he chatted with some salesperson. However, he really did want to meet with me and his admin had overheard me changing my travel plans so he insisted I join his family for Thanksgiving dinner. I would have demurred, but he was gone and I was being handed directions to his home, so I figured it would make a great story and I should lighten up and go with the flow. (Not a trait I posess in abundance)
On the way to my lodging for the evening I swung into a shopping mall and picked up a new blouse to wear, having not packed anything other than the bare minimum, and had a burger and beer at a nice little pub. It was about 9pm when I pulled into the parking lot of what was clearly the 'No-Tell Motel'
I will admit that I was judging a book by it's cover, but pink stucco and a sign with more letters dark than illuminated does not exactly promise comfort, nor did the orange and burnt umber once shag carpet that now looked more like something afflicted with mange. Still, it was just for the night and tomorrow I would have a nice dinner with what would surely be the biggest client my firm had yet to acquire, so, smile plastered firmly in place I strode up to the receptionist and cheerfully announced that I had arrived and would LOVE to check in to her fine establishment.
She smiled back a surprisingly warm greeting and began clickety-clacking on her keyboard. The faster her fingers flew, the dimmer her smile became. I began to feel the creeping fingers of anxiety as I watched her furrow her brow and study her computer screen as if it were the Rosetta Stone until finally, rather than reaching into a cubby and producing a room key which I just knew would be chained to a varnished piece of lumber, she looked up and began to speak. The first word out of her mouth was my least favorite to hear. "Unfortunately...." (nothing good ever follows that word and I began to feel the buzz of panic) "it IS the night before Thanksgiving" (no kidding Sweetheart, I should be on my way to my cozy and CLEAN home right now, not here. And why are my feet sticking to the carpet?) "and when you didn't get here earlier" (Earlier? It's only 9pm!) "we had to give your room away to another guest." (ARGHHHH!!!) I am in a full-blown four-alarm panic. If this dump is sold out, you can bet there is no place else with the sound of my screams. My mind is racing. It's too muggy to sleep in the car, but maybe I can crash on the red naugahyde banquet is see across the lobby. Of course, I will doubtless awaken not only stuck to it, but will surely bear the imprint of it's fabulous faux crocodile patten impressed into one side of my face all day. Won't that impress the VP and his Missus? As I am feverishly weighing my options, trying not to burst into tears and feeling faint I become aware that Miss NoTell is still speaking to me.
"However..." (What? My vision begins to clear) "I was able to book you a room..." (The clouds are parting and I can feel my fingers again) "At the Marriott four blocks away..." (A choir of Angels is singing, I swear, really) As I bolt into the humid darkness I can hear her finishing "and breakfast is on us either there or back here, your choice." (Yeah, that's a no-brainer. Buh-bye!)
Ninety minutes later, as I sat in my clean-fluffy Mariott robe after a glorious shower I found myself wondering why it is that people feel compelled to make bad news even worse by padding it with words and details that don't really add value or even matter. In this instance, yes, she didn't have a room for me, but she did have an option, and a darn good one at that. But before sharing it with me, she had to hit me with so much negative wording that the floor opened under me and I plunged into the 'black hole of despair'. It would have been so much easier, and pleasant for the both of us if she had used the technique of 'Positioning Information Positively' and said something like, "Great news, you are booked into a room at the Marriott, only four blocks away and it comes with a complimentary breakfast". Positioning Information Positively involves three components; focus on the positive by putting it first, remove weak and negative wording and be sure and let them know why what you are offering is good for them.
It is a skill that takes a bit of practice, but the benefits are huge! Not only do you instill confidence in your customers, but you reduce the chances that you will have to spend time calming and comforting unhappy folks. Think of it this way; if you throw someone into the pit and then have a solution that brings them back up to ground level, what would that solution do to someone who is already feeling good? Right, take them into the clouds. Yes they may wonder why you are offering them something different than what they expected, but if you offer it with confidence and let them know why it is good for them, odds are they aren't going to think about it for too long.
(Oh, and dinner was just amazing! Texan's throw a BIG Thanksgiving and my hosts were so warm and welcoming. I could not have had a better time. Didn't get the contract signed, however. Turned out that Mr. VP didn't actually have the authority I thought he did. Didn't have the authority HE thought he should have had, either, he left that company in January... and went to an even bigger organization. I got a call from him in April of that year and, while I didn't get invited to Easter brunch, I did get the training engagement for his new organization and he is still a client today and, no, I never did tell him about that night. Well, I guess he knows now.)
As I sat in a stupor watching my nieces and nephew race around with WAAAAY to much energy, my thoughts drifted back, back, back... to a different Thanksgiving, a VERY different Thanksgiving.
My company has been in business since 1994 and I have been a part of the team since the beginning. Over the years I have worn just about every hat, usually more than one at a time, including sales. For those of you in sales, I am about to say something you will all nod your heads in agreement with, 'When your compensation is tied to what you bring in, you will do whatever it takes to close a deal, especially a big one.' During those first few years, it was critical that we nurture every potential client relationship and that meant traveling wherever, and whenever, there was a warm body with the authority to sign a contract! Even on the day before the biggest travel day of the year. ( I know, the busiest travel day of the year is actually a Friday in July, but humor me here, the last Thursday in November is a biggie, too.) That is how I wound up in Dallas, TX on an exceedingly warm last Wednesday in November back in the late 1990's prepared to call on the client that could double our next years revenue and give me a very, very Merry Christmas.
I had flown in the evening before and was lucky enough to secure one of the last hotel rooms in the city, had a great night's sleep and was totally 'on' during my sales presentation. I hit every point, could see that I had them in the palm of my hand and just KNEW the deal was going to close when the Director I was presenting to asked me if I could meet with her VP. The VP? Heck yeah, I'll meet with your Great Aunt Tootsie it she is authorized to sign on the dotted line. So, I waited...and waited... and waited. Until my flight home was starting to board at the Dallas/Ft.Worth Airport. I called my office and had Vicky, the company 'fixer' book me on a later flight. Later, in this case meant the next day, Thanksgiving Day, at 11pm, but I didn't mind because I was going to get this huge deal and that would make up for no turkey. She also arranged a room for me, not at the place I had stayed the night before, at a place closer to the airport. It wasn't a 'name' but, hey, how bad could it be?
Finally, my about to be newest client came in to apologize for the long wait and tell me that the VP had left. Apparently he had to pick up some last minute items for his family feast and the little woman was not going to wait until after he chatted with some salesperson. However, he really did want to meet with me and his admin had overheard me changing my travel plans so he insisted I join his family for Thanksgiving dinner. I would have demurred, but he was gone and I was being handed directions to his home, so I figured it would make a great story and I should lighten up and go with the flow. (Not a trait I posess in abundance)
On the way to my lodging for the evening I swung into a shopping mall and picked up a new blouse to wear, having not packed anything other than the bare minimum, and had a burger and beer at a nice little pub. It was about 9pm when I pulled into the parking lot of what was clearly the 'No-Tell Motel'
I will admit that I was judging a book by it's cover, but pink stucco and a sign with more letters dark than illuminated does not exactly promise comfort, nor did the orange and burnt umber once shag carpet that now looked more like something afflicted with mange. Still, it was just for the night and tomorrow I would have a nice dinner with what would surely be the biggest client my firm had yet to acquire, so, smile plastered firmly in place I strode up to the receptionist and cheerfully announced that I had arrived and would LOVE to check in to her fine establishment.
She smiled back a surprisingly warm greeting and began clickety-clacking on her keyboard. The faster her fingers flew, the dimmer her smile became. I began to feel the creeping fingers of anxiety as I watched her furrow her brow and study her computer screen as if it were the Rosetta Stone until finally, rather than reaching into a cubby and producing a room key which I just knew would be chained to a varnished piece of lumber, she looked up and began to speak. The first word out of her mouth was my least favorite to hear. "Unfortunately...." (nothing good ever follows that word and I began to feel the buzz of panic) "it IS the night before Thanksgiving" (no kidding Sweetheart, I should be on my way to my cozy and CLEAN home right now, not here. And why are my feet sticking to the carpet?) "and when you didn't get here earlier" (Earlier? It's only 9pm!) "we had to give your room away to another guest." (ARGHHHH!!!) I am in a full-blown four-alarm panic. If this dump is sold out, you can bet there is no place else with the sound of my screams. My mind is racing. It's too muggy to sleep in the car, but maybe I can crash on the red naugahyde banquet is see across the lobby. Of course, I will doubtless awaken not only stuck to it, but will surely bear the imprint of it's fabulous faux crocodile patten impressed into one side of my face all day. Won't that impress the VP and his Missus? As I am feverishly weighing my options, trying not to burst into tears and feeling faint I become aware that Miss NoTell is still speaking to me.
"However..." (What? My vision begins to clear) "I was able to book you a room..." (The clouds are parting and I can feel my fingers again) "At the Marriott four blocks away..." (A choir of Angels is singing, I swear, really) As I bolt into the humid darkness I can hear her finishing "and breakfast is on us either there or back here, your choice." (Yeah, that's a no-brainer. Buh-bye!)
Ninety minutes later, as I sat in my clean-fluffy Mariott robe after a glorious shower I found myself wondering why it is that people feel compelled to make bad news even worse by padding it with words and details that don't really add value or even matter. In this instance, yes, she didn't have a room for me, but she did have an option, and a darn good one at that. But before sharing it with me, she had to hit me with so much negative wording that the floor opened under me and I plunged into the 'black hole of despair'. It would have been so much easier, and pleasant for the both of us if she had used the technique of 'Positioning Information Positively' and said something like, "Great news, you are booked into a room at the Marriott, only four blocks away and it comes with a complimentary breakfast". Positioning Information Positively involves three components; focus on the positive by putting it first, remove weak and negative wording and be sure and let them know why what you are offering is good for them.
It is a skill that takes a bit of practice, but the benefits are huge! Not only do you instill confidence in your customers, but you reduce the chances that you will have to spend time calming and comforting unhappy folks. Think of it this way; if you throw someone into the pit and then have a solution that brings them back up to ground level, what would that solution do to someone who is already feeling good? Right, take them into the clouds. Yes they may wonder why you are offering them something different than what they expected, but if you offer it with confidence and let them know why it is good for them, odds are they aren't going to think about it for too long.
(Oh, and dinner was just amazing! Texan's throw a BIG Thanksgiving and my hosts were so warm and welcoming. I could not have had a better time. Didn't get the contract signed, however. Turned out that Mr. VP didn't actually have the authority I thought he did. Didn't have the authority HE thought he should have had, either, he left that company in January... and went to an even bigger organization. I got a call from him in April of that year and, while I didn't get invited to Easter brunch, I did get the training engagement for his new organization and he is still a client today and, no, I never did tell him about that night. Well, I guess he knows now.)
Tuesday, November 22, 2011
Sweet, Savory and Bite-Sized...
When I was in the 6th grade girls had to take Home Ec and Shop was a 'boys only' class complete with legendary tales of tragic mishaps. (Yes, I am THAT old) Of course, this was soooo unfair because at the age of twelve I had built a spectacular two-story tree house, but the cider drink I concocted made a classmate quite ill. Tragic mishaps, indeed.
Well, time changes many things. Today I keep my feet on the ground. In fact, if you see me in a tree these days it means I was scooped up and dropped there by an exceedingly large raptor, but, if you are looking for me after work you'll likely find me in the kitchen. I now LOVE to cook. I not only love to cook, I love to read about cooking, I love to talk about cooking and I love to watch cooking shows. I especially enjoy watching cooking shows while cooking. My favorite is to watch Iron Chef while pretending to be in my own 'kitchen stadium', chopping, sauteing and deglazing along with Iron Chef Morimoto and Iron Chef Cat Cora. My secret ingredient is never very exotic, usually chicken, but I fancy myself to be quite creative and enjoy presenting something new to my family and friends and then waiting for the feedback from my 'judges'.
(Which reminds me, this weekend one of the guest judges doled out the BEST lines of feedback I have heard in many seasons... I'll tell you later.)
Let's get back to my dinner table. After giving my 'judges' a few moments to savor my culinary offering I start soliciting their thoughts, impressions, criticism and, of course, praise. I'll admit it, I'd rather hear that I am going to enter the ranks of the Iron Chefs than that I need to go back to being chief pot scrubber, but I am open to all feedback because, I may have mentioned earlier, I LOVE cooking. I want to be the very best at it that I can possibly be and the only way to truly excel at something is through methodical mastery, continuing to take it to the next level.
Those of you who coach others know that there are two types of feedback; immediate and deferred. Deferred comes after the act. It's like the restaurant critics review that appears in next months issue of Food & Wine magazine. Immediate is right in the moment. More like the critic spitting out a mouthful of your chicken pot pie into her napkin... loudly. Which is going to have a greater impact? Yup, I'd be scrambling to whip up a different dish really quickly after whisking away that loaded linen.
Another difference is that deferred feedback may address several items. It's reviewing last Sundays dinner course by course;The salad was so fresh, the roast quite juicy, but the pie was a bit burned. While immediate feedback is usually about one thing; Hey! The soup needs more salt.
Both types of feedback are valuable and I will discuss deferred in more detail in a future blog. My experience has shown me that deferred feedback is actually happening in most organizations, though usually not as often, or as structured, as it ought to be to derive the optimal results. I want to focus on immediate right now because it gets you the most bang for your coaching buck. It is like a platter of perfect little appetizers, people keep coming back for more. You can mix in all sorts of flavors and textures, in small amounts, and get people to try things they would never tolerate in huge helpings. Incredibly rich or cloyingly sweet, when offered in tiny, easily consumed portions, you can introduce new ideas and concepts and reinforce positive habits and behaviors.
Many coaches are challenged to find the time for immediate feedback, but, once you learn how deceptively simple it is, you will realize it takes only moments to provide concise, actionable feedback on the fly. Just focus on one behavior, state it simply, say why it worked or didn't, and give an example of how to do it differently next time. For example; 'Chef Cora, I noticed that you didn't take the time to let the steaks rest before you cut them. As a result, the juices weren't able to distribute properly and the meat was dry. Next time, be sure to set aside 8-10 minutes for the meat to sit before slicing.' (No offense meant to my vegetarian friends) With practice a coach can deliver immediate feedback in less than a minute, and that is a minute very well spent.
One last thing, and this is really important, just like a perfect meal feedback needs to be balanced. There is a very specific ratio of constructive to positive feedback that must be followed to insure the best results; 4 to 1. That is FOUR positive pieces of feedback for every ONE piece of constructive feedback. There is a simple way to remember the ratio. Think of a great meal; it's five courses - appetizer, salad, soup, entree and dessert. One course may be 'not so great' but if the other four are delicious you'll want to eat there again.
That's what we want feedback to be; sweet, savory, and bite-sized, something that leaves them wanting more.
(That awesome feedback from this weekends Iron Chef? Chef Zakarian got cinnamon candy as his secret ingredient and had to make not just a dessert, but a savory course as well. One of the judges, after acknowledging what a challenging task it was to use Red Hots with meat, tasted the dish and said, "It's like asking Mozart to play the Kazoo in a marching band... and can YOU play the kazoo! It's fantastic!!" Now that's the kind of immediate feedback a person won't soon forget.)
If you'd like to know more about creating and administering a successful coaching program, or want to swap recipes, please drop me a comment below.
Well, time changes many things. Today I keep my feet on the ground. In fact, if you see me in a tree these days it means I was scooped up and dropped there by an exceedingly large raptor, but, if you are looking for me after work you'll likely find me in the kitchen. I now LOVE to cook. I not only love to cook, I love to read about cooking, I love to talk about cooking and I love to watch cooking shows. I especially enjoy watching cooking shows while cooking. My favorite is to watch Iron Chef while pretending to be in my own 'kitchen stadium', chopping, sauteing and deglazing along with Iron Chef Morimoto and Iron Chef Cat Cora. My secret ingredient is never very exotic, usually chicken, but I fancy myself to be quite creative and enjoy presenting something new to my family and friends and then waiting for the feedback from my 'judges'.
(Which reminds me, this weekend one of the guest judges doled out the BEST lines of feedback I have heard in many seasons... I'll tell you later.)
Let's get back to my dinner table. After giving my 'judges' a few moments to savor my culinary offering I start soliciting their thoughts, impressions, criticism and, of course, praise. I'll admit it, I'd rather hear that I am going to enter the ranks of the Iron Chefs than that I need to go back to being chief pot scrubber, but I am open to all feedback because, I may have mentioned earlier, I LOVE cooking. I want to be the very best at it that I can possibly be and the only way to truly excel at something is through methodical mastery, continuing to take it to the next level.
Those of you who coach others know that there are two types of feedback; immediate and deferred. Deferred comes after the act. It's like the restaurant critics review that appears in next months issue of Food & Wine magazine. Immediate is right in the moment. More like the critic spitting out a mouthful of your chicken pot pie into her napkin... loudly. Which is going to have a greater impact? Yup, I'd be scrambling to whip up a different dish really quickly after whisking away that loaded linen.
Another difference is that deferred feedback may address several items. It's reviewing last Sundays dinner course by course;The salad was so fresh, the roast quite juicy, but the pie was a bit burned. While immediate feedback is usually about one thing; Hey! The soup needs more salt.
Both types of feedback are valuable and I will discuss deferred in more detail in a future blog. My experience has shown me that deferred feedback is actually happening in most organizations, though usually not as often, or as structured, as it ought to be to derive the optimal results. I want to focus on immediate right now because it gets you the most bang for your coaching buck. It is like a platter of perfect little appetizers, people keep coming back for more. You can mix in all sorts of flavors and textures, in small amounts, and get people to try things they would never tolerate in huge helpings. Incredibly rich or cloyingly sweet, when offered in tiny, easily consumed portions, you can introduce new ideas and concepts and reinforce positive habits and behaviors.
Many coaches are challenged to find the time for immediate feedback, but, once you learn how deceptively simple it is, you will realize it takes only moments to provide concise, actionable feedback on the fly. Just focus on one behavior, state it simply, say why it worked or didn't, and give an example of how to do it differently next time. For example; 'Chef Cora, I noticed that you didn't take the time to let the steaks rest before you cut them. As a result, the juices weren't able to distribute properly and the meat was dry. Next time, be sure to set aside 8-10 minutes for the meat to sit before slicing.' (No offense meant to my vegetarian friends) With practice a coach can deliver immediate feedback in less than a minute, and that is a minute very well spent.
One last thing, and this is really important, just like a perfect meal feedback needs to be balanced. There is a very specific ratio of constructive to positive feedback that must be followed to insure the best results; 4 to 1. That is FOUR positive pieces of feedback for every ONE piece of constructive feedback. There is a simple way to remember the ratio. Think of a great meal; it's five courses - appetizer, salad, soup, entree and dessert. One course may be 'not so great' but if the other four are delicious you'll want to eat there again.
That's what we want feedback to be; sweet, savory, and bite-sized, something that leaves them wanting more.
(That awesome feedback from this weekends Iron Chef? Chef Zakarian got cinnamon candy as his secret ingredient and had to make not just a dessert, but a savory course as well. One of the judges, after acknowledging what a challenging task it was to use Red Hots with meat, tasted the dish and said, "It's like asking Mozart to play the Kazoo in a marching band... and can YOU play the kazoo! It's fantastic!!" Now that's the kind of immediate feedback a person won't soon forget.)
If you'd like to know more about creating and administering a successful coaching program, or want to swap recipes, please drop me a comment below.
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