Strategy 1: Adopt the Everything Counts Customer Service Maxim

Everything Counts is a maxim that sends a powerful message. It means that you see every customer interaction as an opportunity to retain a valued customer, increase your value proposition, build loyalty, or strengthen a brand.

It means that everything in your business counts from the friendly hello to the appreciative thank you as well as every little paper clip and detail in between.

Strategy 2: Take Care of Your Staff … So They Will Take Care of Your Customers.

Without the right staff and proper training to deliver great service, other plans and programs won’t amount to a hill of beans.

That’s why effective customer-focused leaders focus on employees first. Take care of your staff, and they’ll take care of your customers.

Leadership must put staff first, and staff, in turn, will put the customer first.

Strategy 3: Keep Your Promises

If you make a promise to a customer, keep it. The absence of this discipline is a stain on your company’s reputation that is virtually impossible to remove.

Take your promises and customer commitments seriously, because your customers do. Nothing annoys customers and fuels their lack of loyalty more than being lied to.

Strategy 4: Deliver Quality and Excellence

A commitment to quality and excellence breeds client loyalty. These things don’t happen accidentally; they are the result of careful planning and exceptional execution.

Quality and excellence create confidence and enhance your customers peace of mind; they function as an insurance policy against mediocrity and an assurance of profitability.

Strategy 5: Focus on the Customer Experience

Making people feel good about themselves and your company makes a more conducive environment for them to spend their money. Customer centered companies provide more than just a quality product, they provide a rich experience, too.

Apple uses an acronym of the company’s name to lay out the Steps of Service for their customer-centered program:

• Approach customers with a personalized warm welcome
• Probe politely to understand all the customers needs
• Present a solution for the customer to take home today
• Listen for and resolve any issues or concerns
• End with a fond farewell and an invitation to return.

Apple’s entire customer experience, their service, quality, product design, and their brand attributes connects on an emotional level, keeping their customers satisfied and feeling well served and loyal. That loyalty can and will result in the capture of substantial lifetime revenue.

The companies that put customers first win much more than loyalty; they win advocates. As passionate advocates, customers jump on the bandwagon and freely recommend your company to friends, neighbors, and colleagues.

They purchase your products and services as gifts, and they provide unsolicited praise or suggestions of improvement because they believe in you!

What to Do Now? Share your two cents worth on customer service and having a customer-centered culture.

You take care of the ones who pick up the tab!

Back to Basics

Unfortunately, organizations that put customers at the center of the action are rare. The pain and suffering to which many companies subject their customers is disgraceful.

Far too often, customers are forced to deal with dispassionate employees, voice mail hell, and a begrudging attitude. They feel underwhelmed, over promised, under served, and unappreciated, which leads to a complete absence of loyalty. Way to go!

Let’s face it – NO company can exist without happy customers. These are the people who pay the mortgage, put food on the table, and help put your kids through college.

Loyal customers keep coming back and spending more; they become powerful advocates for your cause. Enthusiastic customers make your work fun, enjoyable and purposeful.

B2B should mean “Back to Basics”–a return to business fundamentals where it’s all about the customer.

You can ONLY create lasting value for your business by creating true value for customers, and you can only achieve this by understanding what it is that customers themselves actually value.

Think like a customer–walk a mile in their shoes–and you’ll see that friendliness, quality, convenience, timeliness, respect, and gratitude all count.

What to Do Now? Comment and Share your feedback with friends and colleagues.

It seems so obvious, doesn’t it?

So why doesn’t everyone do this?

I’ll get to that in just a moment.

The fact is, it’s always cheaper and smarter to do everything right the first time and here are a few reasons why:

TIME: Failure is more expensive in terms of time when you have to do the job over again.

MONEY: Money spent to fail, must be spent again to succeed.

REPUTATION: Your credibility decreases with each failure, making it more difficult to gain support or forgiveness.

PRECEDENT: Success sets a positive example and precedent for future accomplishment.

PRIDE: Taking pride in one’s work is impossible when you have to explain poor performance.

Now, let’s get back to the key question: Why don’t more people and organizations get the message that not only is quality cheaper to make, it is also way cheaper to sell?

It’s embarrassingly simple — it costs more right now, it takes planning right now, it requires commitment right now, and it requires change right now.

Doing things right the first time will ALWAYS be difficult, and it will always require a sustained commitment to quality and excellence.

Quality first, quality always and a commitment to things right the first time is the mark of greatness and the best part is that it’s FREE!

What To Do Now? Share your two cents worth on the importance of quality!

And with this understanding in mind, it amazes me to see how many people:

- Listen to nasty music and think it won’t affect them.

- Watch bad images and think they will not be impacted by them.

- Lie, cheat, and steal and think that it will not undermine their reputation.

- Are late, unprepared and apathetic and think that it will not impact their income potential.

- Make excuses and blame others for their sorry state and think that it serves a useful purpose.

- Surround themselves with a lousy reference group and think that they will not become just like them.

- Gossip about and criticize other people and think that it does not demonstrate a lack of character.

- Expose their mind and soul to behavioral indecencies and really think that it will not negatively impact their results.

These people are delusional if they think that’s the case.

UNFORTUNATELY, far too many are OVER-EXPOSED to these behavioral indecencies which add absolutely no value to their lives.

In fact, by remaining exposed to these indecencies, they are in effect digging a grave which they may never climb out of.

THE SOLUTION

You must never forget that your mind thinks about what it is exposed too.

Therefore, consciously give serious and consistent exposure to whatever is:

- True

- Noble

- Right

- Pure

- Lovely

- Admirable

If anything is excellent or praiseworthy–expose yourself accordingly.

YOUR TWO-STEP CHALLENGE

Your challenge each and every day is twofold:

Step 1. Expose yourself to new ideas, to stimulating conversation, to positivity, to good–honorable people, to quality music, to healthy food, and…anything that is virtuous.

Step 2. Expose other people to your good character, sound judgment, and to your helpful nature.

You must expose people to the example you want emulated in society.

You must consistently expose yourself, your children, employees and friends to world-class ideas, and that is exactly why I created Everything Counts!

In this one-of-a-kind program, you will be exposed to:

- Excellence

- Quality

- Commitment

- Integrity

- Attention to detail

- The competitive advantages of speed

- Accountability and reputational collateral

- Best personal practices of the most product people that ever lived

and so much more…

Get your copy now!

What To Do Now? Get your copy of Everything Counts and remember to Comment and Share your feedback with friends and colleagues.

The secret to quality and perfection.

A commitment to quality is a commitment to perfection as quality comes from putting your heart and soul into your work.

It means that you are lovingly doing all of the things that bring out your absolute best.

The word love is appropriate, because it is precisely right in both the meaning and the feeling that it carries.

Do all things lovingly; that is the secret to quality and perfection, and expecting nothing but perfection is the first step toward achieving it.

A loving devotion to quality allows no detail to be overlooked. It wants everything to be just so, nothing that might affect that which makes the performance spectacular can be neglected or regarded as trivial.

A compulsion to be tidy, orderly and well organized is a natural impulse and by-product in a workplace where quality is taken to heart.

While the ideal of perfection is always humbling, it should never be thought of  as defeating. There is no rest when it comes to quality; therefore, quality must be an obsession.

The passionate pursuit of perfection is what gives work meaning and gratifies the human soul. When the work we do is the work we love, the results are a shining testament of quality.

Quality first, quality always is the mark of greatness; therefore choose to be great today!

WHAT TO DO NOW? Share your two cents worth on what quality means to you?

Perform in an outstanding manner.

I’ve always been impressed with the Socratic Method of teaching by asking good, sound, leading questions that challenge the intellect, so here’s one for you to ponder: “How does one create and sustain outstanding performance?”

First and foremost, you must live and die by the spirit of this rule:

“If you are not committed to delivering results that are profound, dramatic and superior – NEVER COMPETE!”

Let’s consider the ramifications of these 16 simple words. They remind me of something that Steve Jobs of Apple once said.

“It’s not enough to make your offer or performance great, it should be INSANELY great. Incremental improvements over your competition’s offers, or even your own previous offers, don’t cut it. You should shoot for TEN times better.”

Being outstanding means redefining existing standards of performance, and challenging existing paradigms of world best practices.

The Ritz-Carlton epitomizes what it means to create and sustain outstanding performance.

The Ritz-Carlton is the first and only Hotel Company to win the coveted Malcolm Baldrige National Quality Award; in fact they are the first and only Service Company to win the award twice.

When you stay at the Ritz-Carlton, you get to experience and enjoy the finest service and facilities in the world. They have consciously developed a legacy, and a reputation for outstanding service and innovation.

The standards of service, dining and facilities set by the Ritz-Carlton serve as a benchmark for all hotels and resorts worldwide. In short, The Ritz-Carlton has set the standards by which everyone else must compete.

What follows are the Gold Standards, which serve as the foundational principals of the Ritz-Carlton. These Gold Standards drive outstanding results. They encompass the values and philosophy by which they operate and include:

• The Credo,
• The Motto,
• The Three Steps of Service,
• The Basics,
• The Employee Promise.

Credo

The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission.

We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambiance.

The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.

Motto

We Are Ladies and Gentlemen Serving Ladies and Gentlemen.

Three Steps of Service

1. A warm and sincere greeting. Use the guest name if and when possible.
2. Anticipation and Compliance with guest needs.
3. Fond farewell. Give them a warm good-bye and use their names, if and when possible.

The Basics (20)

1. The Credo is the principle belief of our Company. It must be known, owned and energized by all.
2. Our Motto is “We are Ladies and Gentlemen serving Ladies and Gentlemen.” As service professionals, we treat our guests and each other with respect and dignity.
3. The Three Steps of Service are the foundation of Ritz-Carlton hospitality. These steps must be used in every interaction to ensure satisfaction, retention and loyalty.
4. The Employee Promise is the basis for our Ritz-Carlton work environment. It will be honored by all employees.
5. All employees will successfully complete annual Training Certification for their position.
6. Company objectives are communicated to all employees. It is everyone’s responsibility to support them.
7. To create pride and joy in the workplace, all employees have the right to be involved in the planning of the work that affects them.
8. Each employee will continuously identify defects throughout the Hotel.
9. It is the responsibility of each employee to create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.
10. Each employee is empowered. For example, when a guest has a problem or needs something special you should break away from your regular duties, address and resolve the issue.
11. Uncompromising levels of cleanliness are the responsibility of every employee.
12. To provide the finest personal service for our guests, each employee is responsible for identifying and recording individual guest preferences.
13. Never lose a guest. Instant guest pacification is the responsibility of each employee. Whoever receives a complaint will own it, resolve it to the guest’s satisfaction and record it.
14. “Smile – we are on stage.” Always maintain positive eye contact. Use the proper vocabulary with our guests. (Use words like – “Good Morning,” “Certainly,” “I’ll be happy to,” and “My pleasure.”)
15. Be an ambassador of your Hotel in and outside of the work place. Always talk positively. Communicate any concerns to the appropriate person.
16. Escort guests rather than pointing out directions to another area of the Hotel.
17. Use Ritz-Carlton telephone etiquette. Answer within three rings and with a “smile” Use the guest’s name when possible. When necessary, ask the caller “May I place you on hold?” Do not screen calls. Eliminate call transfers whenever possible. Adhere to voice mail standards.
18. Take pride in and care of your personal appearance. Everyone is responsible for conveying a professional image by adhering to Ritz-Carlton clothing and grooming standards.
19. Think safety first. Each employee is responsible for creating a safe, secure and accident free environment for all guests and each other. Be aware of all fire and safety emergency procedures and report security risks immediately.
20. Protecting the assets of a Ritz-Carlton Hotel is the responsibility of every employee. Conserve energy, properly maintain our hotels and protect the environment.

The Employee Promise

At The Ritz-Carlton, our Ladies & Gentlemen are the most important resource in our service commitment to our guests.

By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.

The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton mystique is strengthened.

So what can you learn from the Ritz-Carlton?

1. Gold Standards are a model of simplicity, however they become a work of art once personally owned, employed and enforced.
2. Create your own Gold Standards or use these as a benchmark for delivering outstanding results.
3. You can choose the rules by which you compete and thus raise the performance bar for everyone else to follow.

So what do you do if your performance is not currently superior to everyone and everything else around you?

Easy. Decide to deliver outstanding results, and deliver them – starting right NOW!

Every opportunity offers a chance to perform in an outstanding manner. If you own a business or work for one, you must be able to engineer your performance so that is PROFOUNDLY superior, thus separating you from everyone in the marketplace.

Being outstanding is an outstanding goal to shoot for!

Is so, then here’s a guaranteed strategy that will work instantly for anyone, anywhere, in any profession.

Stop – right now, this instant by simply deciding to quit doing less than excellent work. What a profound idea!

Embrace this reality, mediocrity is a choice; it’s not always made consciously, but it is still a choice. You commit career malpractice every time you do things in a mediocre manner; every time you show up late for a meeting; every time you are unprepared, every time you do less than your best.

There is no inherent value in mediocrity, so there is no reason for people to stop and pay attention to you or your work.  Choose to never compromise your talent, quality and high standards; and you will never choose mediocrity.

Being the best has nothing to do with size, education, or bloodline; it has everything to do with decision, commitment, action, and persistence.

Excellence is a habit; a momentary happening; a crossroad where the body, mind and spirit all work together. Professional athletes call it being in “the zone” when their athletic prowess, experience and talent peak. Everyone has this potential to achieve excellence, even you!

Excellence in every endeavor requires that a price be paid; whatever you are willing to pay in sweat to find it and keep it in good working order.

Those who have legitimately reached the summit of their careers and relationships have worked harder and longer; studied and planned more assiduously; paid attention to the details; practiced more self-denial; and overcome more difficulties than those who have not risen as far.

The best part is that you can become excellent in a second — beginning right now. Start by visualizing yourself as the best teacher, artist, manager, coach, or parent that you aspire to become — and start acting the part. Put yourself in the best possible position to succeed; then perform your script exactly as it plays out in your mind.

It takes less than a second to raise your standards higher than they are right now.

You must merely decide to deliver world-class quality; but it takes a lifetime of passionate pursuit to maintain it — whether you are the concierge at a hotel, the manager of a small department or the CEO of an international firm.

Excellence is a guilty pleasure, as it builds confidence, enhances peace of mind, and creates a sustainable competitive advantage.

Why? Because most people are not hard acts to follow; and that’s exactly why a commitment to excellence is the ultimate competitive advantage.

Excellence is achieved via qualitative, not quantitative, shifts in developing skills. Be part of a qualitatively different world or environment, where excellence is expected and practiced is a key to achieving excellence.

Quality is the calling card of greatness.

This post began with a simple question: What is quality?

Quality is about love; it’s a passionate obsession with perfection. It is the result of good intentions, uncompromising standards, sincere effort, intelligent design, attention to detail and skillful execution.

Quality is the calling card of greatness; and it represents the wisest choice among many alternatives.

True quality is only achieved through continuous improvement in performance that ensures the highest standards of your products, services, processes and technology.

If you have any intention of being competitive, then quality — in the broadest sense of the term — must become an obsession. Dynamic, sustainable results will only be achieved through an obsession with quality.

High achievers are essentially scientists whose laboratories happen to be any of a variety of places — the kitchen, athletic field, courtroom, classroom, and boardroom.

They test assumptions, experiment with new concepts and ideas, and search through the minutia looking for the proverbial needle in the haystack that can take lead to a breakthrough and competitive edge.

In the pursuit of quality, high achievers bring a methodical, pragmatic and demanding approach to work. And, because these individuals only want to produce the best results, their personal standards are uncompromising.

In their pursuit of perfection, they pay rigorous attention to detail, expect greatness, and consistently deliver superior results. In their efforts to perform at the top of the game, they show no mercy to themselves or others. They understand that quality is a competitive weapon, and they use it with great authority.

The goal is simple: make your own and your organization’s name synonymous with quality. Strive to render ever more perfection to the form and function of your work.

Ensure that each and every aspect of your work receives a finishing touch. The final attention to detail must be given to the polish. Every single facet of quality must be polished and buffed in such a way that the end result exceeds all customer expectations.

I’ve saved the best part for last; a commitment to quality means never having to say you’re sorry!

WHAT TO DO NOW? Share your two cents worth on what quality means to you.