Making Customer Service A Top Priority

My friend, Jim Kukral, recently posted a blog and video about the importance of Customer Service. You can read his post at JimKukral.com.

I couldn’t agree more with his statements.

It seems that so many companies are striving to drive sales and mitigate costs, that they loose all focus on one of the fundamental concepts in doing good business: providing good customer service.

You could have the best ads, a really great product at a great price but if you don’t take care of your current customers, you’ll be beat by the guy that does - even if his price is higher.

Think of it this way… Let’s say you had the choice between two coffee shops - Shop A is right around the corner from your office while Shop B is a few blocks past your route to the office. Both shops have the coffee you like and both are about the same price. Shop A has staff who do their jobs, they take your order, make your coffee and pass it to you. But, at Shop B there is always a smiling face behind the counter, usually the same woman each day who remembers your order and takes the time to put the sleeve on your cup for you as she warmly wishes you a ‘great day’.

If you’re like me, you would go out of your way to get your coffee from Shop B. It’s easier to spend your money and feel good about your purchases when you feel that you’re being treated well - not just fairly or according to standards - but well.

Using the same example, you’re more likely to tell your friends and co-workers about Shop B when they mention that they’re headed out for a cup of joe. 

That recommendation is where you find true, monetary, bottom-line impacting value.

That’s the principle idea behind the next book on my list of ”must reads” called The Ultimate Question by Fred Reichheld. (It’s available as a book on tape, Audio CD - so you can listen to it in the car or on the go.)

The Ultimate Question is “Would you recommend this product/service to a friend?”

If you are focused on customer service, chances are that your customers would recommend your products and services to their friends. That means new sales at no cost… which is exact goal that companies are trying so hard to reach… so hard that they are missing the simple solution: good customer service.

My Search for the Perfect Laptop Bag

For years I’ve been lugging around laptops in bags and briefcases but have yet to find the “perfect” bag for me.

First, I had one of those plain, black, nylon cases. It held the laptop, some files and a few pens.

 Next, I got a fancy, “girlie” bag by Clark and Mayfield. It was a bright orange with a fabric body that had a sophisticated version of a polka-dot pattern and a leather zipper and handles.

I got SO many compliments on that bag! Everyone said they liked it and everyone asked me where I got it. (which was eBags by the way).

The problem was that it just wasn’t very durable. My laptop took a ride in my backseat every day to and from work. It was shoved and pulled out from under my desk at the office and at home. It went through metal detectors at the airport twice every other week - in between which it was shoved into overhead baggage areas or under the seat in front of me.

In no time, it showed spots, wear and tear and unraveling threads.

So, I decided to go with a sturdy bag. I got a Swiss Army backpack. Talk about durable - I think that this thing would survive a nuclear war.

Since it’s a backpack, it’s easy to carry around and comfortable to wear. It really comes in handy when I’m traveling with my sons and need both hands free.

But, it is so manly and a little too casual. When I’m dressed in a nice suit and wearing my heels, I feel silly slinging it on my back.

So - I’m looking - and I’ll keep looking until I find something that’s practical and pretty!

Women ARE Better ;)

According to Entrepreneur Magazine, studies are showing that public companies with women at or near the helm benefit from female innovation and problem-solving abilities. Even so, most companies (especially public companies) are run by men.

I remember being shocked in my first few months as a corporate executive that at most meetings, investor dinners and client “schmoozing” nights - I was one of just a few, if not THE only woman in the room. I knew that there were more men in business, but I had no idea that there were so few women.

Well - guys, investors, boards - take note: placing a woman at the top may be the key to success!

Read the referenced article at Entrepreneur.com

Pick a color, any color…

I hate it when I’m out of town on a business trip and have that “nothing to wear” feeling even though I’ve lugged along three extra outfits.

This used to happen to me all the time until I figured out that perfect packing is all about color.

I usually start with a base color - brown or black. Picking a base color allows you to:

• Narrow down the shoes that you’ll be taking
• Pick one (or two) matching belts and purses

Then, I usually choose one (sometimes two) accent colors. If I do choose two, I make sure that the two colors complement one another. With a simple color palette to work with, you end up with multiple outfit possibilities.

Instead of being stuck choosing between a black suit with a red shirt or a khaki suit with a brown shirt, I now have the ability to mix and match. For example, I may have two black suits to go with my choice of two red or two white shirts.

I actually use this tactic when I’m packing for non-business trips - for myself AND for my sons. It really cuts down on the luggage and the daily chaos when managing a family out of suitcases for a few days.

Try this little tip on your next trip and I think you’ll be happy with how little you pack and how many more choices you end up with each day!

My Favorite Hotel Chain

My favorite hotel chain, by far, is the Westin.  If I have the opportunity, I’ll choose a Westin even if it means walking a few extra miles or taking a cab to the conferences or meetings I’m attending.

Here’s why:

•  Their signature “Dream Bed”  - I have never found a more comfortable bed – EVER
  
•  They stock the beds with every type of pillow you could imagine
  
•  There is Starbucks brand coffee in the room
  
•  They offer free bottled water (yeah – that’s right, Hilton! They don’t charge $4-$8 per bottle for water!)
  
•  The rooms are clean and smell really good

The next time you stay in Las Vegas, look for a room at the Westin. It’s off the strip (kind of “behind” Bally’s) and is sometimes a little less expensive than the larger hotels. It’s a little smaller, so you spend a lot less time getting to and from your room. Plus, less guests means less lines for breakfast and taxis.

Safely Checking Into Your Room

Just because you’ve made it to the hotel and are checking into your room doesn’t mean that your attention to safety should be turned off.  Though you’ve reached your destination, you’re far from “home” – especially in terms of safety.

Here are some tips for check-in:

• Don’t announce that you’re staying alone.  Other guests don’t need to know that you are on your own.
  
• Ask for a room near the front desk.
  
• Ask for a room away from the fire escape and elevator.
  
• Request that a bellman or front desk attendant walk you to your room – ESPECIALLY if you are checking into a hotel with outdoor access to rooms.

If you feel strange about that last one, blame it on a paranoid husband, boyfriend or parent. Tell the hotel representative that you promised this person that you would ask to be walked to your room.Still feel strange about asking? Then, pick up your cell and call your husband, boyfriend, parent or another friend as you walk to your room. Be sure to note where you are and what you are doing.  (Heck – hold you phone to your ear and fake a conversation if you think that your precautionary call may be awkward.) A potential attacker will think twice if he believes that you may be able to tell someone that you’re in danger.