Greetings Ladies and Gentlemen,
Recently I got stung not owning my NO. A girlfriend of mine asked for a favor. Could I adjust some copy for her? Of course, I said yes as she has been so good to me in the past. Little did I know that the scope of work would take so long to do. It took me over two and a half hours to complete. The timing of her request was not fantastic and compromised the opportunity for me to be of service to my very own clients that I serve. I had no idea the piece of work she would take so long to complete.
After I had finished the work, I reflected on my inability to say NO. I realized that I had not honored myself by saying YES. I did not hear, see and value myself in an exceptional way. I was acting ‘two-faced’ towards the clients I serve.
I am continually telling salespeople to hear, see and value their customers while they do business with them, yet I wasn’t doing it for myself. I was not delivering an exceptional client...
Go Beyond the 'Bells & Whistles' of branding with an Exceptional Client Experience.
Recently, a wonderful speaking opportunity came about for me to give a talk on the topic of personal branding. Upon reflection, I thought to myself how many companies both big and small, think that branding is all about their fancy websites, beautiful business cards, unique fonts, exquisite color schemes, and other promotional marketing material. They think that if they get all these things right their brand stands out from their competitors. The biggest mistake they make and what is the most important element is to deliver an exceptional client experience to their clients.
Most companies invest heavily in making sure their brand is aligned in every way but they forget about having a repeatable client experience system that not only compliments their marketing material but is an extension of their brand.
A client experience system can add incredible value to marketing...
Recently I experienced the most exceptional client experience from a doorman at The Hyatt Hotel in Palm Springs that I felt compelled to share it with you.
Martin was his name and he went all out to anticipate my unexpressed needs. Your customers will often tell you what they think they need but how you meet their unexpressed needs makes you stand out from the rest! Martin showed great care and concern for my well being and interests.
From the moment we checked in he was there for me in mind, body, and spirit. He understood the importance of using a customers name and introduced himself immediately once he knew we were staying at his hotel.
He allowed me to park my car in the driveway of the hotel for quite some time while I checked in and then proceeded to ensure that the room I had checked into was to my liking.
He seemed to be able to read my mind when I asked him about car parking options. He had my best interests at heart at all times and saved me money by making a...
Greetings Ladies and Gentlemen
The company Todd knows exactly how to deliver an exceptional customer service experience with a pair of shoes.
Recently I visited the Cabazon Outlets for some discount shopping for luxury brand items. My favorite store at these outlets has always been Todd. I love this brand for their shoes. They are made of leather, often handmade, the quality is outstanding and they last for years.
I recently purchased another pair of Todd shoes and discovered after returning home that I had the wrong size. What made matters worse was that their invoice stated that all sales were final. No exchanges or returns.
This statements of finality did not sit well with me. I tried to remedy the problem with my own solutions of inners soles and heel grips to make them smaller to fit, but alas to no effect. In the end, I decided to ring them and see what they could do for me. After all, they were a world-renowned Brand known for its exemplary customer service.
I spoke with a...
Be consistent with your words, deeds, and actions by delivering a client experience, day in and day out.
You can lose face in a heartbeat.
You never get a second chance to make a first impression.
We are all in the market of selling ourselves each other every. One way to create a favorable image of ourselves is by being disciplined and deliberate with the way we conduct ourselves.
Alas, the CHO (Chief Hiring Officer) 'forgot' herself and the company she was representing when she failed to be courtesy and kind by responding to my girlfriend's requests via email, to let her know where she stood.
Ms. Chief Hiring Officer left powerful, mixed messages about herself and the company she worked for. Her standards of excellence did not shine through.
Ladies and Gentlemen, take heed now! Take a good look at what is going on in your backyard and change it if you are not conducting yourself from a standpoint of excellence.