A Senior Moment

A few years back, an elderly lady wrote the following letter to her bank. The bank manager thought it amusing enough to have it published in The London Times. I am sharing it with you now in hopes it brings a smile to your face... and should you be in business, the inspiration to review your automated telephone response system.






Dear Sir,

I am writing to thank you for bouncing my cheque with which I endeavoured to pay my plumber last month. By my calculations, three 'nanoseconds' must have elapsed between his presenting the cheque and the arrival in my account of the funds needed to honour it. I refer, of course, to the automatic monthly deposit of my Pension, an arrangement which, I admit, has been in place for only thirty eight years. You are to be commended for seizing that brief window of opportunity, and also for debiting my account £30 by way of penalty for the inconvenience caused to your bank.

My thankfulness springs from the manner in which this incident has caused me to rethink my errant financial ways.

I noticed that whereas I personally attend to your telephone calls and letters, when I try to contact you, I am confronted by the impersonal, overcharging, re-recorded, faceless entity which your bank has become. From now on, I, like you, choose only to deal with a flesh-and-blood person. My mortgage and loan payments will therefore and hereafter no longer be automatic, but will arrive at your bank by cheque, addressed personally and confidentially to an employee at your bank whom you must nominate.

Be aware that it is an offence under the Postal Act for any other person to open such an envelope.

Please find attached an Application Contact Status which I require your chosen employee to complete. I am sorry it runs to eight pages, but in order that I know as much about him or her as your bank knows about me, there is no alternative. Please note that all copies of his or her medical history must be countersigned by a Solicitor, and the mandatory details of his/her financial situation (income, debts, assets and liabilities) must be accompanied by documented proof.

In due course, I will issue your employee with a PIN number which he/she must quote in dealings with me. I regret that it cannot be shorter than 28 digits but, again, I have modelled it on the number of button presses required of me to access my account balance on your phone bank service.

As they say, imitation is the sincerest form of flattery.

Let me level the playing field even further. When you call me, press buttons as follows:

1- To make an appointment to see me.

2- To query a missing payment.

3- To transfer the call to my living room in case I am there.

4- To transfer the call to my bedroom in case I am sleeping.

5- To transfer the call to my toilet in case I am attending to nature.

6- To transfer the call to my mobile phone if I am not at home.

7- To leave a message on my computer (a password to access my computer is required. A password will be communicated to you at a later date to the Authorised Contact.)

8- To return to the main menu and to listen to options 1 through 8

9- To make a general complaint or inquiry, the contact will then be put on hold, pending the attention of my automated answering service. While this may, on occasion, involve a lengthy wait, uplifting music will play for the duration of the call.

Regrettably, but again following your example, I must also levy an establishment fee to cover the setting up of this new arrangement. May I wish you a happy, if ever so slightly less prosperous, New Year.

Your Humble Client

It is important to remember that this letter was actually written by a 98 year old woman.

And may I wish you a happy, and not so slightly more prosperous, New Year.

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #47 - I'm shooting for 50), see the Blog Archive (mid right) and to become a Wavemaker Blogs follower, click on 'Follow' (lower right).

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Still Wondering What to Get Them for Christmas?

Here I sit feeling rather guilty... for two reasons. Firstly, because I haven't written a blog article in some time and secondly, because rather than put that right, I am about to use my blog to engage in some rather shameless self promotion.

I'll make no excuse for my first failing (largely because I don't have one) but as per the second, my hope is you will appreciate I am making this suggestion not so much because I want to sell a few books, but because I honestly feel the little gift I am about to suggest could really make a difference in someones life.

So here we go:

Still wondering what to get them for Christmas?

How about higher grades, better performance reviews, stronger sales results, exciting new opportunities, a bigger pay cheque...?

According to University of Pittsburgh's Katz Business School, the ability to communicate is the single greatest factor contributing to one’s success in business. Most teachers would also suggest it has a huge impact on a student's learning ability, not to mention marks. Public Speaking is the ultimate demonstration of this ability and a critical skill for anyone seeking a position of leadership, especially in an area that involves sales and service.

Unfortunately, most of us are not entirely comfortable with the prospect of being called on to present, especially to a large group, or to strangers.

If you know someone who fits this description, you might want to consider giving them a copy of my book How Not to Suck at Public Speaking which features 50 ways to leave your fears behind and become a great presenter.

At $14.95 it makes a great stocking stuffer and it could just turn out to be one of the best gifts you ever gave them.

Enough said. Thanks for allowing me this little indulgence. I promise to return to my old ways and post a less commercial entry very soon.

Until then... here's wishing you and yours a Very Merry Christmas and All the Best of the Holiday Season!

Jim


To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #46 - I'm shooting for 50), see the Blog Archive (mid right) and to become a Wavemaker Blogs follower, click on 'Follow' (lower right).

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Employee Disengagement Spells Bad News for All Canadians

According to a recent study conducted by the Mercer Group (a leading global provider of consulting, outsourcing and investment services) employee disengagement in Canada has reached crisis proportions!



Among the nearly 30,000 employees Mercer polled across 17 countries, Canadian employees had the lowest level of engagement (defined as feeling they have a vested interest in the success of the company they work for and the willingness and motivation to exceed their job requirements) with over 50% acknowledging they have virtually 'checked out' on the job.

Interestingly, the highest level of engagement was found among employees over 50, the very group most large companies seem most eager to jettison these days.

That aside, a full 36% of all Canadian employees said they are seriously considering changing employers, up from 26% when last surveyed in 2006, and a further 22% said they could care a less whether they stay or go, which would suggest that growing turnover is inevitable. But as Madeline Avedon, Principal, Mercer’s Human Capital Business states in the report:

"This erosion in employee sentiment has business consequences that reach well beyond the direct costs of employee turnover."

While Madeline did not spell out specific consequences, it stands to reason that all Canadians, be they business owners, corporate executives, consumers, investors, students, employees or retirees, can expect to pay a very high price if this problem is not addressed.

Decreased productivity, lower quality goods and services, inflated costs, fewer exports, diminished customer service levels, fewer employment opportunities, worse returns on investments, higher taxes, more business failures, more layoffs and a lower standard of living...are just a few of the potential implications of this negative trend.

Is there a way out or is it too late? That's hard to say, but perhaps at least part of the answer lies in one of the other findings of the study, which points out the strong correlation between employee empowerment, engagement and service quality. Again according to Madeline:

"Canadian employees, in particular, are more engaged when they can deliver quality service..."

I would suggest that the flip side also hold true - Canadians deliver a higher level of service quality when they are more engaged - and that the problem (and therefore the solution) lies in the hands of management!

Either way, those of us in business better start empowering, investing in and caring more about our people and our customers... preferably before we find ourselves operating in a country with third world economic status!


To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #45 - I'm shooting for 50), see the Blog Archive (mid right) and to become a Wavemaker Blogs follower, click on 'Follow' (lower right).

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If you would like to know more about how Wavemaker Consulting can help your company improve employee engagement and the customer experience you provide, visit our Website, or email us at wmconsulting@live.com

Flip Sides of the Same Coin

You often hear sales and service described as two different things. In fact, most companies treat them as such. They have separate sales and service departments on their org charts, offer separate career paths and separate sales and service courses to their employees, even direct their customers to separate areas depending on where those customers are in the buying cycle.

This disconnect often causes confusion, conflicts and inefficiencies for both customers and employee alike.
 
By my way of thinking, sales and service are if not one and the same, flip sides of the same coin. The best simple definition of service I've ever heard was 'the process of identifying and meeting customer needs' which also sounds like a pretty darn good definition for sales, or at least for needs based selling, which is the only kind that makes any sense.

Wouldn't we all be better off if we were to reconnect the two? If companies were to adopt the notion that 'around here, everybody sells and everybody serves', I'm betting they would make a lot more sales and at the same time, improve both employee and customer satisfaction levels.

What employee wouldn't prefer to be identifying and meeting customer needs over just flogging product, or handling the problems that arise when someone else does? And what customer wouldn't prefer having all of their needs met in one place, without being sent from pillar to post?

Either way:

Sales without service are fleeting... and service without sales is fruitless!

 

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #44), see the Blog Archive (mid right) and to become a Wavemaker Blogs follower, click on 'Follow' (lower right).

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Great Save!

Wouldn't you know it - just before the Stanley Cup Finals, our television started acting up. Not wanting to miss a game, or buy a new TV, I called the Sony Store where I bought it.

Since the set had been off warranty for some time, I was not all that optimistic about my chances of resolving the problem this way, but given my Scottish lineage and faced with the prospect of having to lay out a big wad of cash, figured I had to at least try.

In any event, after a little discussion about the problem (a red line that crossed the screen that was clearly not centre ice) I was given a toll free customer care number to call. Still expecting the worse, I dialed this number with fingers poised in anticipation of having to respond to one of those annoying automated response systems we have all grown to expect when calling such 'services'.

Much to my surprise, the phone was answered by an actual human being, and a very pleasant one at that. Again, I explain the problem to the best of my ability and after a sincere expression of empathy from someone who was obviously a fellow hockey fan, was advised that if I emailed a couple of photos showing the fault, this person would see what they could do.

With the next game only days away, I immediately filled this request and minutes later received a response which outlined a proposed resolution. No, they did not offer to replace the set for free (after all, the set was several years old) but, what they did propose was more than fair and far exceeded my expectations.

To make a long story short, the morning before the next game, a new set was delivered to my door at just about the same time a customer satisfaction survey arrived in my inbox. Needless to say, I completed the survey expressing just how impressed I was with their service. Minutes later, another email arrived thanking me for my patience complete with a coupon attached that I could use against a future Sony purchase.

So say what you want about the amazing goal tending of Boston's Tim Thomas or Vancouver's Roberto Luongo (except in game 3). At least for me, Sony had just made the best save of the series.

I often rant about bad service, particularly when it involves poor after sale problem resolution. I suspect, I've even suggested there are few if any who get this bit right, but these guys clearly do - a quick empathetic response by a real person who's main concern isn't when the warranty ran out, or who is right and who is wrong, but rather, what's fair and what will it take to not only keep the customer, but to exceed their expectations and turn them into a loyal fan and vocale advocate.

Know any others?

P.S. Go Canucks Go!

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #43), see the Blog Archive (mid right) and to become a Wavemaker Blogs follower, click on 'Follow' (lower right).

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What Gets Measured Gets Better

Anyone in business has likely heard the old expression 'What gets measured gets done'. I'd like to suggest that when it comes to customer service, the outcome of measurement can be even more rewarding.

What follows is a case in point:


The other day, I was out shopping at MEC (Mountain Equipment Co-op) for some things we needed for an upcoming Wavemaker Adventure Learning event. I was standing in front of a large display of climbing gear pondering my options when a young lady came over to offer her assistance. Once I had explained in general terms what I was looking for, she began asking questions to determine which of the many products available would best suit my needs.

As we discussed the pros and cons of each of the items that might be a fit, she asked about my company and seemed genuinely interested, even a little excited about what we do. She unpacked and encouraged me to tryout some of the gear I was considering. And while I wiggled my way into one of the harnesses, she talked a little about her own outdoor experiences. The conversation got rather animated and we shared a few laughs.

In the end, we settled on specific solution which, if not for our conversation, I wouldn't have even considered. Not only was it perfect for my purposes, but it was the least expensive of all the options.

With my immediate problem solved and a little time to kill, I wandered through the rest of the store looking for other ways to spend my money. Everywhere I went I was met by very enthusiastic and helpful employees, which to be honest, struck me as kind of odd.

You see this was not my first visit to MEC. In fact, I'm typically in one of their stores about once a month and while it has been my experience that they generally provided a reasonable level of service, on this day something was different. There were more smiles; more conversations and I suspect, more sales... all of which left me wondering what had changed?

Just as I was about to leave the store, I had my answer. For standing by the exit, was a gentleman with a clip board who polite asked if I had just a minute to complete a customer satisfaction survey... which I did.

Now the cynic might think that explains everything. They are only providing this level of service because they are being measured. My response would be "So what - I got great service." Will it continue at this level after the man at the door is gone? Perhaps not, but given how much the employees seemed to be enjoying themselves, I'm betting at least some these new behaviors will live on. And even if they don't, they can always bring him back.

Either way, the message is clear: When it comes to customer service, what gets measured gets better!

To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #42), see the Blog Archive (mid right) and to become a Wavemaker Blogs follower, click on 'Follow' (lower right).

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If you would like to know more about how Wavemaker Consulting can help your company improve the customer experience you provide, visit our Website, or email us at wmconsulting@live.com

Which is more important?

Many would suggest that to succeed in sales and service it's important to have all the right answers; but while I too think knowledge is important, I suspect that asking all the right questions is what really matters most.

Let me illustrate by way of example:

Some time back I was shopping for a flat screen TV. My first stop was one of those big box electronics superstores where I was met by a young, yet no doubt very knowledgeable salesperson.

In response to my obviously well thought through first question "Ah...what's the difference between all these various brands and models... and ...um...which one is better?" he led me on a journey from set to set while citing at great length all of their technical specifications.

He talked of DPI, NPR, HDMI as well as the intricacies of NTSC, ATSC and QAM tuners, then compared Plasmas, LCDs and LEDs and even a few 3Ds in terms of contrast ratios and video frame versus screen refresh rates.

Clearly this guy knew his stuff, but after about 45 minutes of this, my head started to hurt and I left the store more confused and no closer to a purchase decision than when I had entered. I also left wondering just how and when I had become so technologically inept.

After a few days of licking my wounds and trying to convince myself I could live with the poor picture quality and rather annoying high pitch squeal that sporadically emanated from the old set, I built up my courage and decided to give it another try. But this time before heading out, I decided to do a little research and find out what some of these seemingly all important terms meant.

A few hours later, armed with the knowledge that DPI stood for dots per inch and that NPR was short for native pixel resolution, but still not knowing what all this meant or why it mattered, I found myself at the entrance to a Sony Store. I believe I was attracted there by the fact that it was much smaller and looked a whole lot less intimidating than the big box shop mentioned earlier.

Nonetheless, I was still feeling anxious and somewhat guarded when I was approached by a friendly looking gentleman who asked "How can I help you?" to which I hesitantly replied "I am looking for a new TV."

Much to my surprise, rather than lead me to the wall of TVs on offer, he invited me to take a seat in one of several comfortable leather chairs strategically placed throughout the store. He then proceeded to ask me a number of questions which included but where not limited to the following:

• What kind of programs do you enjoy watching most? 
• How much television do you typically watch in a week?
• What are the dimensions of the room in which you plan to put your new TV?
• What are the main sources of light in this room? 
• How far from the screen is your favorite chair?
• When other family members join you to watch television, where do they sit?
• What is the widest angle off center of the screen are these other seats?

Only once I had answered these questions did he show me the two TVs he felt were best suited to my needs. He patiently explained in terms I actually understood why he had chosen these two from all the rest and how they differed from one another. Then he asked if I had any questions. When I couldn’t come up with any, he placed a chair in front of each at the distance I had described earlier and left me to watch one and then the other so I could compare them for myself.

While there was no mention of DPIs, NPRs, or any other verbal display of his technical knowledge during the entire time the salesman and I were together, I knew from the questions he had asked, this guy knew it all. And even though I also knew I could get a similar model, if not the very same TV at the big box store for a lower price, after a few minutes of contemplation, I made my choice and called him over to complete the sale.

Once the paperwork was taken care of and a delivery date agreed, I walk away confident that I had made the right decision and knowing I had finally found someone who could guide me through the set up of the system as well as the dreaded programming of the remote without making me felling like a technology challenged imbecile, even if I am.

So now back to our original question - which is more important - the Q’s or the A’s?

I believe that in sales and service (and for that matter in life) success is not so much a result of having all the right answers, but more the product of asking all the right questions… and I suspect this applies to both buyers and sellers alike.

What do you think?


To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #41), see the Blog Archive (lower right) and to become a Wavemaker Blogs follower, click on 'Follow' (just above Archive).

If you would like to be notified whenever a new Wavemaker blog topic is posted, just drop us an email at wmconsulting@live.com with "Blog Me" in the subject bar. We promise never to provide your contact details to anyone else and you can unsubscribe from this service at any time.

If you would like to know more about how Wavemaker Consulting can help your company improve the customer experience you provide, visit our Website, or email us at wmconsulting@live.com

Happy New Year - What Will It Bring?

At the risk of sounding like an old fuddy-duddy, I predict that as we continue to crawl out of this recession through 2011, we will see a return to the fundamentals in the corporate world.




What I mean is by this is a return to values based management; a rebirth of corporate and social responsibility; a renewed focus on sustainable growth versus quick profits; a resurrection of the bias for employee development over cost cutting; and perhaps most exciting of all, a resurgence of customer care and great service!

Do I think this will happen in companies across the board? Of course not! That would be naive and wishful thinking. But it will happen for those with leaders bright enough to learn from the lesson of the past, brave enough to bring back what was good and strong enough to always take the high road as they move forward.

That's my prediction. What's yours?

All the very best in 2011!


To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #40), see the Blog Archive (lower right) and to become a Wavemaker Blogs follower, click on 'Follow' (just above Archive).

If you would like to be notified whenever a new Wavemaker blog topic is posted, just drop us an email at wmconsulting@live.com with "Blog Me" in the subject bar. We promise never to provide your contact details to anyone else and you can unsubscribe from this service at any time.

If you would like to know more about how Wavemaker Consulting can help your company improve the customer experience you provide, visit our Website, or email us at wmconsulting@live.com