Posted by Dave Lorenzo - Business Coach

Do you put your customers first? 

Check out this great example of someone who doesn’t get it (thanks Seth).

“The manager of the Chase bank in Pleasantville parks right out front. Her branch is on a quiet street with parking meters available for customers to use. Figure there’s perhaps a dozen spaces convenient enough to make it worth going to the bank… if they’re full, keep on driving, because there’s always another bank coming up soon.

And yet, the manager parks right out front (in fact, I saw her move her car from two spaces away to an even closer spot today). She has four or five people working in the branch, so if they follow her lead, that’s half the spaces.

Of course, it’s a far bigger issue than parking spaces. It’s about eating lunch with your employees, handing out free samples to customers instead of your friends or answering the phone yourself when customer service gets backed up.”

Yesterday I talked about how nobody understands service anymore.  Seth confirmed my thoughts with this post.

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Posted by Dave Lorenzo - Business Coach

Seth gives us some insight into the two things that can kill creativity.  Here it is, in his own words:

“The first is fear.

The fear that you’ll have to implement whatever you dream up.
The fear that you will fail.
The fear that you will do something stupid and be ridiculed by your peers for decades.
The fear that you’ll get fired.
The fear that there will be an unanticipated backlash associated with your idea.
The fear of change.
The fear of missing out on the thing you won’t be able to do if you do this.

The second is a lack of imagination.

I believe that every single person I’ve met in this profession is capable of astounding creativity. That you, and everyone else for that matter, is able to dream up something radical and viral and yes, remarkable. So why doesn’t it happen more often? Sure, fear is a big part, but it’s also a lack of imagination.

Basically, most people don’t believe something better can occur. They believe that the status quo is also the best they can do. So they don’t look. They don’t push. They don’t ask, “what else?” and “what now?” They settle.

Fear is an emotion and it’s impossible to counter an emotion with logic. So you need to mount emotional arguments for why your fear of the new is the thing you truly need to fear.

As for the second issue, just knowing it exists ought to be enough. Once you realize you’re settling, it may just be enough to get you wondering… wondering whether maybe, just maybe, something better is behind curtain number 2.

This has implications beyond marketing.  It can also impact your career.  Fear and lack of imagination can absolutely crush your career. 

 

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Posted by Dave Lorenzo - Business Coach

Entrepreneur provides us with 10 Marketing Tips under $10:

1. Instead of putting a 39-cent stamp on an envelope, put 39 1-cent stamps on the front of an envelope. One of the principles of direct mail is to stand out to get the attention of the receiver so your mail isn’t thrown away or ignored.

2. Every month, give customers a chance to win a free lunch, compliments of your business. Everyone likes a chance to win things.

3. Make a donation to charity for every purchase made during a particular month. If your orders average more than $100 each, donate $10 per order.

4. Use lottery tickets as incentives for referrals. You could market your giveaway as a chance to win a million dollars (or whatever the grand prize is for the lottery in your area) for all referrals received during a particular period of time.

5. Hold a contest for prospects and customers. How about “Guess the serial number on a $10 bill and it’s yours”? It’s not a lot of money, but people who stop by your place of business will have fun and will remember the contest.

6. If there’s still penny candy available, $10 will buy 1,000 pieces. If not, you can still get quite a bit for a small investment. Including candy in your invoices makes companies remember you.

7. For $10, you can hire a student, a niece or nephew, or a friend’s teen to picket your business with a sign protesting something positive. It may sound silly, but having a picketer outside your place of business with a sign that reads something like, “We’re protesting good customer service at this location!” or “This place is full of nice people,” will get you noticed.

8. On a toll road, pay the toll for the car behind you, and ask the toll collector to give your business card to the car’s driver and tell him or her you paid the toll.

9. Show up in person with a cookie for the receptionist at a client or prospect’s office. The thing is, customers and prospects love attention. Drop in and visit a few of your customers and just say you’re stopping by to brighten their day.

10. Advertise using fliers. At an average cost of 2 cents each, $10 will buy 500 printed fliers. You can use them to canvass a targeted area, include them in packaging and delivered orders, hand them to walk-in customers or mail them to a targeted list.

 

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Posted by Dave Lorenzo - Business Coach

Here is a great equation for evaluating your next great idea – and the ability to make it happen:

Ideas are worth nothing unless executed. They are just a multiplier. Execution is worth millions.

Explanation:

AWFUL IDEA = -1
WEAK IDEA = 1
SO-SO IDEA = 5
GOOD IDEA = 10
GREAT IDEA = 15
BRILLIANT IDEA = 20

NO EXECUTION = $1
WEAK EXECUTION = $1000
SO-SO- EXECUTION = $10,000
GOOD EXECUTION = $100,000
GREAT EXECUTION = $1,000,000
BRILLIANT EXECUTION = $10,000,000

To create value, you need to multiply the two.

The most brilliant idea, with no execution, is worth $20.
The most brilliant idea takes great execution to be worth $20,000,000.

Thanks to Derek Sivers for the insight

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Posted by Dave Lorenzo - Business Coach

I was running some errands yesterday, and one of the clerks who helped me out was very friendly and went far beyond the call of duty to help me find what I needed. It did not require any extra energy on the part of this sales clerk to assist me—all he needed was a positive attitude and helpful demeanor. Because of the customer service I received, I will make sure to visit this particular store in the future.

When you’re competing with many other service providers for your customers’ loyalty, you can’t afford not to provide outstanding customer service. The energy you put into being especially helpful will return to you tenfold, in the form of sales and success. Great customer service and continuous value creation should be a top priority.

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Posted by Dave Lorenzo - Business Coach

What can you do for your customers today? Solving problems for your clients, coworkers, and supervisors is just about the quickest way to make a good impression and get ahead in the workplace. Being ready and able to help demonstrates that:

1. You have value to offer. When a coworker needs help with his computer and you fix the problem, you show that you have skills that can benefit everyone in the office. If your boss is stressed about a looming deadline and you pitch in and help, you show that your presence improves business and makes life easier for everyone.

2. You have a good attitude. Asking your business partners what they need and delivering it demonstrates your helpful, proactive demeanor and literally invites opportunity. Every time you are there for someone who needs you, your personal brand is strengthened and possibilities for future growth are created.

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Posted by Dave Lorenzo - Business Coach

The partner of a friend of mine recently had some car problems. He went in to the shop nearest his house, and was told that he had serious engine trouble that would cost approximately $2000 to repair. We’ve all been there. Not surprisingly, he chose to get a second opinion and visited another shop that came recommended by a friend. Their assessment: a simple issue that they could fix for $75, the same day. The problem is solved, and his car has been running fine since.

Car repair shops are notoriously shady. Why is that? An honest mechanic is as rare as a doctor with good bedside manner, a dentist who doesn’t make you nervous, or a barber who never chops off too much. This means that when you find a good one of any of the above, you hang on for dear life. Almost all of us drive, almost all of us have many friends who drive, and almost all of us are going to need someone to take care of our vehicles for decades to come. If mechanics solved problems honestly, with integrity and reliability, they’d have customers for life. Instead of moving in for the quick kill on vulnerable people, they’d enjoy the business of an ever-expanding network of customers for years into the future.

Do not make the shady mechanic’s mistake! It will get you nowhere. Always be straight with your customers, and treat them with honesty and integrity. If you do, they will stick by you and remain loyal for the long haul. Invest energy in earning their trust and devotion and you do yourself and your business a huge favor.

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Posted by Dave Lorenzo - Business Coach

A friend who hates going to the dentist and, because she just relocated, was faced with the difficult task of finding a new one, told me that she has found one who is so far the best she’s ever visited. She communicated her anxiety about dental visits, and he responded with gentle reassurance, thorough explanations and preparation, and a friendly demeanor. It’s not easy to find a good healthcare provider. So many people complain these days about being rushed in and out of the doctor’s office like just another number, never receiving proper attention and care. This means that when people find good doctors, they remain fiercely devoted and recommend them to everyone they know. Those healthcare providers who understand their patients’ needs are simply creating value and solving problems for their customers. It’s surprising how many people do not follow this simple formula for success, isn’t it?

Whatever your line of work, you must make value creation and problem resolution a top priority. Those who are ready to step up to the plate and get the job done enjoy lasting job security. Following is a list of common workplace complaints and ways that you can respond to those problems and get noticed for your exceptional work:

Overwork. If your boss or coworkers are overworked, chances are you are, too. However, if you can lighten your workload and offer some extra help, your business partners will be very grateful. We tend to appreciate help the most when we really need it. Show your commitment to progress and achievement by coming to the rescue when you’re needed.

Lack of organization. Some people just do not have organizational skills, or they don’t use them. If you can keep your projects well organized, that sets a great example for others. Stay in touch with your coworkers through e-mail, phone, and short drop-by visits, and keep the flow of information going. People who are on top of what, where, and when are viewed as productive go-getters. They’ll know who to come to when a critical project needs to be managed.

Missed deadlines. When you’re on top of the workflow, projects are less likely to slip through the cracks. A great way to keep everyone informed of schedules and looming deadlines is e-mail. Short weekly status meetings can be even more helpful. If you don’t all check in with each other regularly, suggest to your supervisor that you start. If she’s too busy to bother with it, let her know that you’ll handle the matter.

Tardiness. You can’t do much about other people being late, but you can certainly make sure that you’re always on time. Some bosses are enormously put out by latecomers. Communicate respect and commitment by getting to work and meetings on time. Arriving five minutes early is even better. No one has any excuse for being late habitually. Wake up fifteen minutes earlier, or get more rest. Do whatever you have to do to be on time. Not only will you demonstrate that you are devoted and serious about your job, you’ll alleviate the stress of rushing and make things easier on yourself.

Lack of response to grievances. Many workers, especially nose-to-the-grindstone Workplace Warriors, feel that their complaints are not heard. Supervisors grow weary of complaining about the same problems with their team month after month and getting no response. If you can find a way to address these problems head on, you will be the hero. Solving these problems isn’t hard to do—it’s just that most people are too consumed with other concerns to set aside a bit of time to do it. Pick out one nagging grievance you hear expressed often, and get to the bottom of it.

Stress. If you notice a coworker is frazzled and stressed out, why not invite him out to lunch? A nice break from the office is helpful to anyone, and spending time socializing with business partners in relaxed circumstances is an excellent way to build strong relationships and network. If he insists he’s too busy to take a lunch break, offer to bring lunch or coffee back to him. Again, when people need help the most, they are all the more appreciate when it arrives.

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Posted by Dave Lorenzo - Business Coach

Everybody has problems, and everybody loves people who help them solve their problems. A great way to show your enthusiasm, positive attitude, and commitment to value creation is to be proactive. Here are some ideas on how to take a more active approach toward your career:

Chat. When you go to work in the morning, say good morning to people. Ask how they’re doing. Check in with them on work issues, and let them know you’re there to help. The people who are going places make themselves seen and heard, professionally and personally. Communicate openness and approachability by making conversation with your business partners throughout the day. When they need a little help, they’ll come to you, and you’ll have another chance to create and demonstrate value.

Question. People like to talk about themselves, and they like to feel that someone understands them. Ask your coworkers how they’re doing. The accountant might rant for ten minutes about time sheet errors, but in the end, she’ll feel better for having gotten some sympathy, and you will hopefully have bonded over the frustration. You never know how information that you wouldn’t normally get might help you in your work and open doors for you.

Help. When you notice a colleague is stressed out and frazzled, ask if you can do anything to help. If he says no, at least you’ve shown that you care and you’re willing to help. If he says yes, you get an opportunity to demonstrate value by helping solve the problem. Either way, you’re a good guy, and you’re building your personal brand of value creation.

Suggest. If you notice a problem, offer your ideas on how to improve the situation. Oftentimes, everyone knows about a problem but ignores it because they don’t have time or think it’s too much trouble to address. Put an idea for resolution out there, and jump on implementing the change.

Involve yourself. Instead of hiding in your office when things come up, jump in and show your willingness to work on correcting situations gone wrong. The more visible you are to your business partners, the more they will come to know and trust you. That paves the way for future opportunities for you.

Adapt. Don’t let yourself be limited by your job description. Be open to solving any kind of problem that comes your way, no matter how far beyond your scope you might think it is. You might not be 100% sure, but it never hurts to try.

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Posted by Dave Lorenzo - Business Coach

One of the key components to creating a Career of Continuous Improvement is creating value for your customers (internal customers are people you work with and external customers are people who pay for your goods and services).

A great way to become valuable to others is to leave things better than you found them.  This is a simple concept that we all learned when we were kids (but that we probably forgot at some point along the way when we began our hectic careers as adults).

Here are five ways you can leave things better than you found them today:

Write a complementary e-mail.  We almost never put complementary thoughts in writing.  You can make someone’s day by telling them what a great job they did on that last project or how important their input is to the success of the company.  Leave a relationship with a coworker better than you found it today by writing a complimentary e-mail.  It will definitely increase your value in the eyes of others.

Pick up that piece of paper on the floor in the copy room.  The condition of the “employee only” areas of the workplace speaks volumes about the character of the people who work there.  If clients saw the condition of the copy rooms, break rooms and cafeterias of some of my clients, they would never do business with them.  It is everyone’s responsibility to project a positive image of the company.  That image starts from within. 

Organize your work area before you leave for the day.  This is similar to the point above.  A clean and organized work area – weather it is an office, a cube or just a table in the corner – speaks to your thinking.  Others perceive a person who has an organized work area to be an organized thinker.  Organized thinkers are valuable.

Refill the stapler, the stamp machine, or the sugar bowl.  Yes Mr. Executive, this is not your job.  But it is your job to set an example. You can be certain that someone will need one of these items when they are pushing a deadline (or when they have a client in the office) and they will have to hunt for the supplies to fill them up.  Do the right thing.  If you use the last piece of anything make sure there are replacement items available.

Help people keep their dignity.  Once again this is about leaving your relationships better than you found them.  People screw up all the time. Good companies (and good bosses) hold people accountable for results.  When someone screws up you can handle it two ways:  1) You can blast them.  Tell them how bad the mistake was and tell them how much it will cost the company.  You can really give them a hard time and make them feel like garbage.  or  2) You can critique the action and not the person.  You can discuss ways the situation could have been handled better and make it a learning experience as well as a disciplinary experience.  People will respect you more if you separate the act from the person who committed the act.

Even when people commit an infraction that warrants job termination, they need to be allowed keep their dignity in tact. Good people often do stupid things.  Take a moment to remember that the person you are firing is someone’s mother/father/sister/brother would you want a member of your family humiliated?  Let them leave through the back door and not take the “walk of shame” down the hall in front of everyone.  Pack their stuff up at the end of the day when most of the office has left.  

Yes, I know, public displays set an example for everyone else.  Trust me – when a coworker doesn’t show up the next day and his desk has been cleaned out, everyone gets the point.  You don’t need to flog him in the town square.  In fact, the way you handle this type of situation says more about you then it does about the person who was let go.

Each of these five work situations have a positive or a negative effect on the perception other people have of your value in the work place.  They each require you to go out of your way, or above and beyond the call of duty.  In they end, it is always worth it to leave things better than you found them – even if just for your own piece of mind.

 

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