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The Difference Between Good Customer Service and Great Customer Service

The Difference Between Good Customer Service and Great Customer Service

Pardon the bathroom setting of this story but I think it’s worth the lesson.

It was just another normal travel day for me as I headed into a Charlotte airport E-Terminal public restroom for a quick stop in between flights.

Like most people, I’ve obviously been in plenty of public restrooms over the years and probably encountered maybe 50 bathroom attendants- but none like the one on this particular day.

I’ve rarely ever given any of them any tip because they didn’t really provide much value to me unless they had a stash of products sitting there and I used something.

But on this particular day I walked in and was enthusiastically greeted with a big presence and a large smile.

“Welcome in sir. You’re looking sharp! My name is William and my goal is to keep it fresh, keep it fun and keep it as fast as possible for you while you’re in here!”

“Fun?!” I thought to myself. “This could be interesting.”

William’s first act though was that he sprayed a very pleasant air freshener in the general direction I was heading.

Then before I had a chance to even react he said “please allow me to help” and gently grabbed my bags from my hand.

Once he saw where I was headed he actually walked over in front of me and sprayed the handle I would be using with disinfectant spray and quickly wiped it off. He smiled again.

At that point he then wiped down the handles of my bags and placed them near the exit of the restroom.

As I prepared to exit, he beat me over to the sink and turned on the faucet for me so it was running warm before I arrived and then held out a bottle of soap to squirt some right into my hand and smiled again.

Before I was done rinsing my hands, he tore off a couple paper towels and patiently waited with them standing by for when I was ready.

As I dried my hands he grabbed my bags (with a towel covering his hand) and brought them over to me with a big smile and said “my guess is you’re a busy guy with not a lot of time to spare. Can I answer any questions for you about where you’re headed in the airport?”

I simply smiled at him and said “thank you for your wonderful service William.” I handed him $5 and walked out.

Not only did I tip him, but he managed to pull off the same routine with every person as they walked into that restroom.

In the few minutes I was there, William must’ve earned around $15 in tips.

As I walked out I thought “what an incredible guy!”

And I asked myself what was it about William that made my experience so wonderful and unique that I would literally give him a $5 bill for doing things I could’ve easily done for myself?

Sure, he was positive, enthusiastic and pleasant and that counts for a lot. But I’ve met other pleasant bathroom attendants and never felt compelled to tip them.

And then I realized what his key service difference was…

He anticipated the need.

He didn’t just serve my needs. He anticipated them.

A clean bathroom with all the necessary items you need to do your business is meeting the need.

But when they’re each presented and activated for you on your behalf just moments before you need them, that’s special.

It’s special because it’s useful.

It’s useful because it’s helpful.

Because it’s helpful, that makes it valuable.

Delivering what your customers want is good customer service.

But great customer service is anticipating their needs before they come up.

It’s knowing what they’re going to need and supplying it before they even think to ask for it.

That’s what creates a great experience. And that is a part of what creates a unique experience.

It’s thinking through “what could make this experience better for my clients?”

“What could we do that would over deliver on their expectations?”

“What could save them time?”

“How can we be more useful?”

“How could we provide for our clients in a way that would far exceed anything they’ve ever experienced?”

Those are the types of questions that bring about remarkable customer service.

If William can do it with the ultimate commoditized experience, then surely we can all figure out a way to pick it up a notch for our own customers.

 

Leading Like Jesus with Ken Blanchard – Episode 209 of The Action Catalyst Podcast

Ken Blanchard is a prominent, sought-after author, speaker, and business consultant. He is respected for his lifetime of groundbreaking research and thought leadership that has influenced the day-to-day management and leadership of people and companies throughout the world.

With a passion to turn every leader into a servant leader, Ken shares his insightful and powerful message with audiences around the world through speeches, consulting services, and bestselling books. When Ken speaks, he speaks from the heart with warmth and humor. No matter how large the audience, he is able to communicate with each person as if the two of them were alone and talking one on one. He is a sophisticated storyteller with a knack for making the seemingly complex easy to understand.

Ken’s impact as an author is far reaching. His iconic 1982 classic, The One Minute Manager, coauthored with Spencer Johnson, has sold more than 13 million copies and remains on bestseller lists today. In the past three decades he has authored or coauthored 60 books whose combined sales total more than 21 million copies. His groundbreaking works—including Raving Fans, The Secret, and Leading at a Higher Level, to name just a few—have been translated into more than 42 languages. In 2005 Ken was inducted into Amazon’s Hall of Fame as one of the top 25 bestselling authors of all time.

Dr. Ken Blanchard is the cofounder and Chief Spiritual Officer of The Ken Blanchard Companies, an international management training and consulting firm that he and his wife, Margie Blanchard, began in 1979 in San Diego, California. In addition to being a renowned speaker, author and consultant, Ken is a trustee emeritus of the Board of Trustees at his alma mater, Cornell University, and he also teaches students in the Master of Science in Executive Leadership Program at the University of San Diego.

Show Highlights:

The important thing about leadership is not what happens when you’re there but what happens when you’re not there. @kenblanchard

Jesus understood servant leadership. @kenblanchard

There are two parts to servant leadership. @kenblanchard

You work for them – Jesus did this symbolically by washing their feet. @kenblanchard

In sales, if it’s all about you people are going to read through that. @kenblanchard

Great salesmen focus on their relationship with the person they’re working with. @kenblanchard

Results come when you develop great relationships. @kenblanchard

Jesus didn’t come to start a religion, he came to build a relationship. @kenblanchard

As a leader, you must manage the present while preparing for the future. @kenblanchard

The biggest addiction in the world is the human ego. @kenblanchard

There are two types of ego – more than and less than. @kenblanchard

The antidote for false pride is humility. @kenblanchard

Selflessness is not thinking less of yourself, it’s thinking of yourself less. @kenblanchard

The biggest obstinate to you leading like Jesus is ego. @rory_vaden

Self-doubt is a form of indulgence. @rory_vaden

@rory_vaden shares 5 takeaways from his interview with @kenblanchard

This is a special extended interview! Send an email to RoryPodcast@gmail.com with your first name in the subject line to gain access!

The Action Catalyst is a weekly podcast hosted by Rory Vaden of Southwestern Consulting every Wednesday. The show is regularly in the Top 25 of Business News Podcasts, has listeners from all around the world and shares “insights and inspiration to help you take action.” Each week Rory shares ideas on how to increase your self-discipline and make better use of your time to help you achieve your goals in life. He also interviews special expert guests and thought leaders. Subscribe on iTunes and please leave a rating and review!

A First Step of Solving Almost Every Problem

A First Step of Solving Almost Every Problem

One of the biggest reasons why people struggle with solving problems is because they often overlook this critical first step.

Because no matter what the problem is or what the circumstance, you’re best hope for solving it almost always requires the exact same beginning.

You have to take ownership of the problem.

You have to internalize responsibility for your problem.

You have to resolve that regardless of how the problem came to be, it’s both your duty and your ability to find the solution.

It’s not something that you rely on someone else or something else to solve.

Because until you own your problem you can’t own your solution.

When you encounter a problem that you believe is the result of something outside yourself, then you will never be able to have power over that problem.

It is something that is happening to you of which you are just a bystander and a spectator.

By definition, its outside your control.

But when you own your problem, when you take responsibility for its existence, and when you decide that you’re in charge of fixing it, things start to change.

You stop viewing it as something that is occurring to you and you start viewing it as something you can maneuver.

You stop experiencing it and you start influencing it.

You stop being affected by it and you start affecting it.

Once you own your problem, you create the opportunity to find the solution.

Because if it happened to you through no fault of your own, then you are just an unfortunate victim of circumstances that are beyond your control.

But If you decide that you played some part in creating it, and you own it as your fault, then you can play the lead role in solving it.

And even if you didn’t create the problem. Even if the problem did result from something outside your control. You can still do something about it.

There are always things within your control that you can do. So do those things and never let any problem be an excuse for why you don’t focus on what is in your control.

While you can’t always control whether or not problems show up, you can always control how you respond to them and what you do about them.

One way or another, your life is your fault.

So own the problem.

Then own the solution.

The Limit of a Leader

Your level of influence as a leader is directly limited by the size of your ego.

The larger your ego, the less your chance to reach your leadership potential.

The smaller your ego, the greater your chance to reach your leadership potential.

Ego is a conundrum that many leaders will eventually have to face.

Overcome it, and there is no limit to the impact and influence that you can have.

Because a selfless leader magnetically draws in the loyalty and commitment of a team.

But a self-serving leader inadvertently creates fractures in the team and begins to push people away.

It’s a fascinating dynamic how it all happens.

Because you often become a leader by being a top achiever.

But it’s a case of what got you here as an achiever, won’t get you there as a leader.

An achiever cares about earning respect.

A leader cares about building relationships.

An achiever is used to competing for positioning.

A leader progresses by fostering principles.

An achiever rises by pushing themselves to new heights.

A leader rises by helping others along the path.

It doesn’t mean that a great achiever can’t be a leader.

It just means that they have to lay it all down for the team.

They have to intentionally choose to put the team first.

They have to evolve and adapt and mature to the point that their personal ego dies for the sake of advancing the team.

You can have any level of personal success as long as you have a higher level of selflessness towards serving the team.

Become selfless and do it right and you and your team will reach a whole new level.

Remain self serving though and do it wrong and you may start to find yourself increasingly isolated.

The Marshmallow Test – The Payoff of Delayed Gratification

THE PAYOFF OF DELAYED GRATIFICATION

If you’ve never heard of the marshmallow test, it’s worth knowing about.

From Wikipedia:

The Stanford marshmallow experiment was a series of studies on delayed gratification in the late 1960s and early 1970s led by psychologist Walter Mischel, then a professor at Stanford University. In these studies, a child was offered a choice between one small reward (a marshmallow) provided immediately or two small rewards (i.e., a larger later reward) if they waited for a short period, approximately 15 minutes, during which the tester left the room and then returned.

In follow-up studies, years later, the researchers found that those children who were able to wait longer for the preferred rewards tended to have better life outcomes, as measured by SAT scores, educational attainment, body mass index (BMI), and other life measures.

It’s a simple choice in this experiment, “one marshmallow now or two later?”

That is a variation of the same choice that each of us make every single day when it comes to a multitude of decisions in our lives.

Indulge in the thing right in front of us or make a disciplined choice now and receive more blessings later on?

In Take the Stairs we called this dynamic the Paradox Principle of Sacrifice.

Which simply stated is this: Easy short term choices lead to difficult long term consequences.

Meanwhile, difficult short term choices lead to better long term consequences.

That’s the payoff of self-discipline.

And self-control is the brother of self-discipline.

If self-discipline is doing things you know you should be doing even when you don’t feel like doing them.

Then self-control is not doing things you know you shouldn’t be doing.

But both of them have the same result: long term rewards.

Long term gain.

Long term satisfaction.

Long term happiness.

Doing the right thing in the short term is what creates the better life in the long run.

We often think of these things as “sacrifices” but they aren’t sacrifices.

A sacrifice is giving something up that you never get back.

Good decisions aren’t sacrifices at all.

Good decisions are short term down payments on rich future blessings.

Of course, this idea is nothing new.

Hebrews 12:11 said it this way 2000 years ago:

“No discipline seems pleasant at the time. Yet it produces a harvest of righteousness and peace for those who have been trained by it.”

Think about that: “a harvest of righteousness and peace…”

Isn’t that what you want?

A harvest of righteousness and peace.

An abundance of blessings, good fortune, and calm faith.

A life filled with joy and free from stress.

Those things are available for your future.

They are available by the choices you make today.

They are available by doing the things now that you know you should be doing even when you don’t feel like doing them.

And by not doing things you know you shouldn’t be doing.

They are available through a little self-discipline and self-control expanded consistently.

In every area of your life, sow today for your harvest tomorrow.

The Misconception People Have About Sales

THE MISCONCEPTION PEOPLE HAVE ABOUT SALES

If you think “sales” is a bad word, then you’re thinking about it wrong.

You may think of it poorly because you’ve had a bad experience or maybe even because you’ve had bad information.

“Sales” sometimes gets a bad reputation because even sales-people often misunderstand their role and the value they provide.

Too many salespeople think of selling as “talking people into things.”

But sales is not about talking people into things at all.

Sales should be thought more of as serving people.

In fact, at Southwestern Consulting, we often use the term Servant Selling to help reinforce the core of what true professional salesmanship is all about.

Servant Selling is about helping people make decisions about what is best for them.

Servant Selling is about helping people make their lives better.

Servant Selling isn’t something you do “to” people; it’s something you do “for” people.

People need help understanding options.

People need help coming up with solutions.

People need help finding answers.

People need help overcoming fear.

People need help pushing past procrastination.

People need help making decisions.

And those are all things that a highly trained, well coached, professional salesperson will help them with!

Professional sales people help people make better decisions.

And that is an extremely valuable service.

When someone has a negative connotation around “Sales” it’s because they typically understand it as adversarial.

As in, it’s the salesperson vs the prospect. And it’s a battle and a fight to the finish about who is going to win…

Will the prospect be able to hold out or will the salesperson have the magic words to convince someone and pressure them to buy something they don’t really want?!

Yuck.

That’s not selling.

Servant Selling isn’t adversarial at all.

Servant Selling is never about the salesperson winning and the prospect losing; its always about the prospect winning.

Because Servant Selling isn’t about the salesperson vs the prospect; it’s about the prospect vs some challenge, opportunity, or problem the prospect is trying to overcome in their life.

In that way, Servant Selling is the salesperson and the prospect together, on the same team, working side by side to try and find a solution to make the prospect’s life better.

The salesperson is serving the prospect.

The salesperson is supporting the prospect.

The salesperson is helping the prospect.

And sales doesn’t happen through one way communication; it happens through a conversation.

It happens through a dialogue.

It happens through the salesperson asking questions, listening, and understanding the prospect’s situation first.

And then offering solutions to help them make their life better.

So if you want a more accurate way to think of professional salesmanship…

Think of it as a conversation about someone’s needs, where we ask them questions and understand their situation.

Then, we enthusiastically show them options that will hopefully solve those problems, and then we gracefully lead them through a decision process that helps them make a choice that’s best for them.

Sometimes they buy and that’s great! Sometimes they don’t, and that’s okay too.

The role of an expert sales professional is to just help them make a decision about what’s best for them.

Think of it as a partnership.

Think of it as helping.

Think of it as serving.