Sometimes a great customer service story is focused on a grand gesture, an act that amazes the customer. A Nordstrom accepting the return of four tires from a dissatisfied man even though they don’t sell tires. A maid at the Ritz Carlton guaranteeing that the hotel would replace a guest’s missing laptop computer if it wasn’t found by days end. Most of the time, customer service can be found in… Read More »Eight Simple Rules to Awesome Customer Service
Working with Sellers
In his landmark customer service book, Selling the Invisible, Harry Beckwith offers a three step approach to marketing your product or service(s). Step One is where you are trying to get what Beckwith calls, “a basic, acceptably reliable product” (or service). This occurs most often in budding businesses where the product or service is unique or new and customers will accept minimum standards. In fact, Beckwith calls this stage, the… Read More »Nothing and Everything is Possimpible
June 30th has come and gone. Half of the year has transpired. So tell me (or someone else or just yourself), how’s it going? Are you on schedule to have the kind of year you planned? Business working? Family? Recreational activities? Other things? I don’t believe in New Years resolutions. To me, any day is a good day to set goals and strive to get better. I do know, however,… Read More »Halftime of a WEIRD Year
So, we’re in the morning of day two of CRS 201, Listing Strategies for the Residential Specialist, and we take a break. An agent in the class, Bernie, says, “I’ve been in the business over 25 years. Why hasn’t anyone else taught me this stuff? Why haven’t I heard this anywhere else?” “Do you really want to know why?” I said. “It’s too easy, too simple. It’s too practical.” The next… Read More »Easy, Simple, Practical…
Smartphones aren’t so smart. I mean, they couldn’t just walk (or run) around, do math, bench press and actually survive without….. yes, you guessed it….. people. The problem is, people are people. As you may know, I teach sales people for a living. Some of them are tech savvy, some, not so much. They pretty much all agree, however, that while technology has changed some of the ways we do… Read More »Smartphones Solve the People Problem? NOT!
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.
You see it on the Sunday night poker challenge, you see it in Casino Royale. At the peak moment of the game, someone risks everything and goes “ALL IN!” They’re putting all the chips they have out in the pot and just, simply, going for it. This concept, thought by some to be admirable, is thought by as many or more, to be absolutely crazy. Then there is the small,… Read More »Daily RICHual #38: All in
As I was watching The Maltese Falcon for the umpteenth time Sunday, I anxiously awaited the “showdown” scene between Sam Spade (Humphrey Bogart) and Brigid O’Shaughnessy (Mary Astor). After a rough and rocky relationship (both business AND personal), Spade let’s her know that he’s turning her in for murder, even though he loves her. “I hope they don’t hang you, precious, by that sweet neck. Yes, angel, I’m gonna send… Read More »Daily RICHual #37: Sam Spade and the One Liner
Boarding my flight yesterday, I was reminded of a time long ago when Frontier Airlines served freshly baked (well, re-baked) chocolate cookies on their flights. I don’t like living in the past BUT, It was a sad day, on April 25, 2012, when my boarding inquiry about cookies, was met with this response, “We are, but I hear from catering that this is the last time.” What? I looked it… Read More »Daily RICHual #36: The Price of a Cookie
In his landmark customer service book, Selling the Invisible, Harry Beckwith offers a three stepm approach to marketing your product or service(s). Step One is where you are trying to get what Beckwith calls, “a basic, acceptably reliable product” (or service). Step Two is where competition has entered the scene. Competition creates a need to listen to the customer, listening creates refinements and improvements. Beckwith says answering customers needs is… Read More »Daily RICHual #34: Harry Beckwith meets Barney Stinson