Often times humans compare their energy levels to fuel in a car’s gas tank. People say, “I’m running on empty today,” and things like that. So let’s stick with that analogy for a bit and turn you into two of the cars that I have owned in my lifetime: a Porsche Boxter and a 1979 Volkswagon Bug. Let’s agree on two things: These cars are designed for different performance levels,… Read More »Daily RICHual #69: What Octane Fuel Are You Using?
I quote the Ritz Carlton credo: “The Ritz-Carlton 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 ambience. The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.” So, it’s all an… Read More »Daily RICHual #64: Ritz Carlton: It’s all an act.
I have an idea: Wanna be a great salesperson? Be nice. Bruce Nordstrom said: ‘‘We can hire nice people and teach them to sell, but we can’t hire salespeople and teach them to be nice.’’ If you think it’s all about you, if you have a cynical, negative view of others, especially customers; if you think they OWE you something, you don’t have a snowball’s chance in hell at being… Read More »Daily RICHual #63: Are you NICE?
Rambling #1. It was Harry Beckwith in his book Selling the Invisible who said, “A customer’s satisfaction is the gap between what the customer expects and what they get.” Some would believe that Beckwith’s quote tells us to under promise, I think differently. I think what Beckwith is saying is that sales people should manage customer expectations. If I send a letter from Denver to Savannah, and the post office delivers it in 3 days… Read More »Customer Service Ramblings
When most people think about high levels of customer satisfaction, they often think about two places: Nordstrom’s and the Ritz Carlton. Without dragging out the inevitable, there are a couple of reasons these are the two top of the mountain examples of great service: 1.They know HOW to treat their customers, because 2.They know how to treat their employees If you looked at the pyramid/hierarchy thing from Nordstrom’s it would… Read More »Daily RICHual #62: Who’s on top?
As it seems that the Daily RICHual is leaning itself towards weekly topics, I figured I would go with that trend and spend this week on the topic of customer service. It was Harry Beckwith in his book Selling the Invisible who said, “A customer’s satisfaction is the gap between what the customer expects and what the get.” Some would believe that Beckwith’s quotes tells us to under promise, I… Read More »Daily RICHual #61: Selling the Invisible
After a fresh reading of John Medina’s book, “Brain Rules,” I have pledged to treat my brain better. In my list of favorite books, I mentioned that Medina’s book could be the owner’s manual for the brain. Medina has 12 rules for your brain, and here’s what they are: 1.Exercise boosts brain power 2.The human brain evolves 3.Every brain is wired differently 4.We don’t pay attention to boring things 5.Repeat… Read More »Daily RICHual #51: A Week of “Brain Rules”
In this time of social distancing, some of us have taken to reading. SO, just in case you might need a recommendation or two (or more) here are my twenty favorite books of all time. This was tough, by the way, because I like A LOT of books. Now, understand that I do not read mysteries, romance, sci-fi or most any fiction. I mostly read non-fiction/get better at what you do… Read More »Social Distancing? Books, Books, Books! My Top 20.
It was Meister Eckhart who said, “If the only prayer you said in your whole life was ‘thank you,’ that would suffice.” Gratitude is an emotion expressing appreciation for what one has – as opposed to a consumer-oriented emphasis on what one wants or needs. And, best of all Gratitude works four ways:
Someone once said, “what you focus on expands, so focus on what you want not what you don’t want.” In work and in Corona land, if you focus on panic, panic will be the result. Einstein said “The most important decision you’ll ever make is whether you decide to live in a Universe that is supportive and friendly or one that is hostile and unkind”. If you see it as… Read More »Daily RICHual #44: What you focus on expands…