How can I do this you ask? Very easily. That’s how. Follow me here; customers only turn into the Hulk when their concerns are not resolved. Think about your personal life. When was the last time a person from a particular company irritated you beyond belief? Think back. When that happened, was there someone to speak to? Did they exceed your expectations and resolve your concern in a quick and professional manner? If they did, it was over and behind you. If they did not, and avoided your calls and/or emails, you most likely began to turn green, your muscles popped out, and your clothes tore off. At that point, you could easily see yourself ripping someone’s head clean off their body.
Why do you think you are any different than your customers. When a customer complains, FIX IT! Acknowledge their concern quickly and resolve it to the best of your ability as quickly as humanly possible. Most times it plays out like this; you get a voicemail or an email and you avoid returning the call or email like the plague, because let’s face it, you’re afraid of being yelled at. When you hit the pause button on a customer, simply because you do not want to be uncomfortable, you get them a bit more mad. It is like a thermometer, or should we say angry-ometer. The more you put them off, the higher their “temperature”. So, they call again, email again, and give you a poor online review. What do you do? Put it off even longer. Now, your customer is the full blown Hulk and nothing short of your head on a silver platter will do.
Customers are usually reasonable. Most humans are not opportunists. They feel they have a legitimate concern. Listen to them. Look for an opportunity to empathize. Get others involved in the solution if need be. Yes, it is uncomfortable. Yes, you might get yelled at. But, by waiting too long, it only gets worse. BE A PROBLEM SOLVER. Run into the mess with all intentions of solving your customer’s riddle. I promise if you do, they will not turn green. In fact, in the end, they will probably be as tame as a house cat.
You’ve heard it said that you’re either the participant or the spectator, the pavement or the steamroller, or in this case, the hawk or the squirrel.
Life is going by, and at a very rapid rate, I might add. For too many, the parade of life is passing us by and we are on the sidewalk of life, simply observing the action. There are many studies that say we will spend upward of 5 years on social media alone in our lifetime. 5 years. Let that sink in. On our death bed, what would we give if we could have that 5 years back to enjoy the people that matter, visit the places we never had the chance to, or experience moments that we let slip by?
Consider being a participant in life. Read more books. Spend more time just thinking. Travel more. Be grateful more. Speak well of people. Enjoy the moment in front of you. Smell the roses. Be in awe of the rain. Look at the stars on a clear night. Relax, and be in the moment more than you worry, or are anxious over things that have not happened yet.
So what will it be; will you be a spectator or a participant?
Photo courtesy of;
“Your attitude is the fertilizer that grows your success or it is the poison that kills it”
It is a choice. You either see it half-full or half-empty. Be a “half-full kind of person. Instead of spending your time giving all of the reasons something will not work, won’t be sold, or won’t fall into place, be the person who thinks “how CAN it work”, “How CAN I sell it”, or “how CAN it fall into place”.
Christopher Columbus did not discover our land by saying “we’ll just push off from Spain even though the world is probably flat and we’ll probably not find anything of significance”. He most likely said “GET IN! We’re off to find something great!”.
Attitude is a HUGE portion of whether we succeed or fail. Attitude (good or bad) is contagious. Are you a chronic complainer? Stop it and change your vocabulary. I am quite confident it is not as bad as it could be. In fact, I assure you; IT CAN GET WORSE. I once heard someone say “when someone spits on you, they do not make you mad. They make you wet. You decide to get mad”. I know that’s a bit over the top, but the principal makes total sense. It is how we look at a situation, how we approach a set-back, how we handle rejection, how we deal with disappointment, and how we overcome failure that matters. We can either have a poor attitude, complain, make excuses, and belly ache about anything and everything, or we can have a glass-half-full attitude towards the very same issues. The proverbial “when life deals you lemons, you make lemonade” attitude. Your attitude is the fertilizer that grows your success or it is the poison that kills it. The choice is totally up to you. Should you see it half-full . . .YES! Will you see it half-full? That is up to you.
I have met many smart people in the automotive business. Quite frankly, much smarter than I am. For some of them however, their M-O is shared in other offices, board rooms, and sales platforms around the globe. They simply come up with brilliant ideas, implement these great ideas, and then promptly abandon the ideas because the results are not quite happening as fast as they would like. The problem is, they want the results NOW. So they are in a constant state of plucking their newly planted idea up from the roots.
All good ideas that are implemented take some time to bear fruit. There must be an idea acted upon, a launch of a particular process, a refining period, and finally a run of success using the process to reap the rewards of the initial good idea that was acted upon.
Why in the world do leaders not recognize that their constant change of direction keeps them in a constant “planting” stage? After the planting, there must be a time for watering, and fertilizing, and sunlight, and most important – TIME to grow.
I have also seen leaders fired from their job because they could not “fix” what the previous leader (or leaders) have screwed up over the last several years. And worse, they could not fix it in 6 month’s time. Let’s be real, it is analogous to going into debt; it takes one shopping spree to max out a credit card and years to pay it off. In the same line of thinking, a previous manager, GM, or executive runs a business into the ground, and someone in an ivory tower believes it can all be fixed in 6 months. Hogwash. Worse yet, they just keep replacing people every 6 months and wondering why it is not getting “fixed”. What they are really doing is digging up what they just planted. #LETITGROW
“I dare you to give us a bad review”! Have you ever thought this? Have you ever said this? Have you ever wanted to say this?
Online reviews are part of the modern culture. We certainly like to use review sites to gain insight into a product or service for ourselves, but when it comes to our customers, we become so offended if they do not like a product, their experience, or worse yet . . . US!
I recommend creating a culture that is so customer centric, that our reputation speaks for itself in the marketplace. If our focus is for our customers to be ecstatic with their experience with us, then we should never fear a bad review. Bad reviews simply state we missed the mark. Most people are reasonable and will allow us to rectify the situation and in return they will either update the review or delete it all together.
If we have a good follow-up process to ensure our guests are happy in the first place, bad reviews become even more rare. Especially if we are consistently getting positive reviews. A bad review will not kill your business, it is an opportunity to correct a bad experience. It will not hurt your great reputation if your focus is giving the customer an amazing experience each time. If the customer has a valid point, you will resolve their concern. If they are professional extortionists, you can say “I dare you” rather than bend for someone just looking to get something for free, by using the platform of online reviews as leverage to extort you.
The building blocks of any business or career is what we put in, not what we get out. What we get out is the byproduct of what we put in. I have noticed too many people enamored over their own business card title. “I am the manager”, I am the boss” or “I run the company” are common statements.
I challenge all who are in leadership positions of any kind to see it differently. And, if there is one or more persons reporting to you, you are in a leadership position, as small as it may feel. So, handle it with care. Who cares what your title is. Who cares how important we may be (even if only in our own minds). If we take care of the business, the business is more likely to take care of us. And if we do not take care of the business, I am positively sure that it is only a matter of time until it ends. Either voluntarily or not.
So remember to build the business wisely. After all, it is the building blocks towards your future. If you put the business over the business card, the sky is the limit.
I’ll admit, success can look lonely at times. Sometimes we can even feel that we are the only leaf on the tree. Sometimes, that is because we may be focused on the wrong thing. Success is kind of like climbing a mountain. You’d never climb a mountain with a crowd. Yes, there may be a crowd at first. But then it thins out and you end up climbing with one or two others that climb at your pace. You may look ahead and aspire to be higher at times as well. You also may look below and feel good about your pace in the climb. But once all climbers reach the top, everyone is created equal, no matter how long it takes to get there. Such is our search for the top in our field.
There are two types of people racing toward whatever may be set in their minds as success. The first type only care deeply about the person in the mirror. Yes, the goal is always the top of a particular field, but the ones focused on themselves lose sight of the journey to the top and become hyper focused on “the end”. Sometimes even stepping over people, fracturing relationships, and selling out to whatever gets them there quicker.
The second type, elevate other people to reach their goals, reach back to assist those who need wisdom, and generally encourage those around them to be better. This person enjoys the journey and is enriched in helping others. They also understand, there really isn’t an “end” so to speak. When they reach their objectives, they set new goals to chase after. This keeps them humble and understanding that they still need to be learning to reach for the next set of new goals.
The view from the top is the same for all. It is breathtaking and worth it. No one will care how long it took you to get there. It is certainly more fulfilling if we can help someone else enjoy the view with us. As J.F.K. said “a rising tide raises all boats”. The journey may feel lonely at times, but once you are enjoying the view from the top, you will be in good company. So peak past yourself and see all of the leaves that are working hard to move the wind.