Customer Service: No Problem or My Pleasure?

Years ago when my former college roommate and lifelong friend, Valerie, worked for the Ritz Carlton she taught me about their customer service response of "my pleasure."  While responding to a thank you with "no problem" is socially acceptable in casual conversation, would you rather have someone say its not a problem to help you or that it is a pleasure to help you?

Chick-Filet has adopted the "my pleasure" response in their customer service training and I've had the pleasure of visiting the 83rd Avenue and Bell Road location in Peoria, Arizona several times within the last month.  It seems that my daughter is craving their chicken nuggets drenched in Chick-Filet sauce.

In the spirit of "catching someone doing something right", on our most recent visit I sat at our table and watched the front counter for several minutes.  While it was just another night at Chick-Filet, their customer service was so outstanding they could have made a customer service training video with the interactions taking place.  It wasn't just one person serving customers at the counter who demonstrated excellence, it was all three. This is the type of scene that makes me want to meet the leaders of the organization and talk with employees about their experience of working within this environment.  How would they describe the secrets to their success?

If we all took care of each other and showed our family members, constituents and customers it is "our pleasure" to serve them, how might it help our families, communities and businesses thrive?






  

Psychologically Healthy Workplace Awards

Do you work for, or know of, an Arizona organization that deserves to be recognized for its positive workplace practices? If so, below is a link to more information about the American Psychological Association's 2012 awards.

http://www.phwa.org/

A class act ...

While driving around the metro area, I've been listening to The Dale Carnegie Class Act System - a set of 6 CDs from Dale Carnegie Training. What I love about this series is being reminded of the little things that make a big difference in:

- how we present ourselves to others

- how we form positive relationships/friendships
- how others perceive us

Some reviews of The Dale Carnegie Class Act System stated that the information is "too basic" or simply re-marketing former Carnegie materials, but I disagree. I think that the stories and insights included in the program offer information we need to hear in different ways so that we continue to fine tune our behavior and make positive, incremental changes with regard to concepts that we intellectually accept but do not regularly implement in our everyday lives.

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So, if you spend time in your car and/or you keep more than music on an mp3/Ipod, I recommend spending some time with these CDs/wav files. They are enjoyable and worthwhile.

Thank you, Dale Carnegie Training ~

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Share your talents, she dances ...

San Diego artist,

expressionist and entrepreneur ...

she shares her talent with all.

For those strolling along the boardwalk near Seaport Village in San Diego, this generous woman offers a mesmerizing dance to beautiful music. She has an open basket in case you choose to support her, but even if you don't - the other basket is open and offers you a scroll; the little piece of parchment reads ...

When I stand before God at the end of my life,

I would hope that I would not have a single bit of talent left,

and could say,

I used everything you gave me.

Erma Bombeck

Regardless of the job market, there is always somewhere to share our talents. And, when we do we are likely to discover a renewed sense of purpose and fulfillment. Even if we are not ready to move to San Diego with our own outdoor performances, there may be many more venues for our talent than we have considered so far.

How would you feel doing what you do best?

Imagine ... where could you share you and your talents next?

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The 4th generation of Six Sigma

Last week I attended a presentation by Dr. Mike Vandermark of Scottsdale, Arizona. Dr. Vandermark, Dr. Mikel Harry and key colleagues (Sandra Harry, MBA; Connie Januzzi; Drew Lehman) made one of their first public appearances since launching The Great Discovery.

If Dr. Harry's name sounds familiar, it is because he is considered the key architect of Six Sigma: the quality-plus-more-program that originated at Motorola and changed the way many of the world's leading companies do business. Dr. Harry is calling The Great Discovery "the fourth generation of Six Sigma".

Leadership was not directly addressed with earlier versions of Six Sigma and becoming a Black Belt still requires diving into a complex world of schematics and statistics, but ... there are two contrasts that make this fourth generation intriguing:

1) it embraces the human element necessary for success

2) the simplicity and clarity of this systems approach can be grasped and applied to developing world class success by kids and Fortune 100 CEOs alike

When a process like The Great Discovery is combined with an an expert coach and a motivated client ready to engage in their definition of "progress", successes are sure to follow.

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Matt's example: Be great at what you do

Maybe you have read about Jack Welch (GE) or Herb Kelleher (Southwest Airlines) as legendary CEOs associated with successful businesses; their individual stories certainly share being great at what they do. But, do you know Matt Pool?

If we want insight into how to be successful in business, it is certainly worth going to national & global headlines and best selling biographies to learn how they do it but here in Phoenix we may want to stop by Matt's Big Breakfast in downtown Phoenix and experience it for ourselves; Matt Pool has a thriving, waiting list kind of business in today's economy. Isn't it great to hear a success story right now?

My perception of Matt's success is simple:

Matt makes big breakfasts.

Matt makes GREAT big breakfasts.

Matt has created a place where people enjoy the experience of Matt's big breakfasts.
Matt is great at what he does.

As I was waiting with my friend, Kim, I noticed that as first time visitors walked up to the restaurant, experienced diners instructed the new patrons to sign in on the little yellow paper pad with the cheap pen; this practical waiting list ritual seemed to be one of the first ways that Matt creates a sense of connectedness & community with his diners. In this way, the intimate setting of the old, retro building begins before you even walk inside. And, then you get to eat a breakfast that is not only big but is also made with the finest ingredients from local suppliers.

I highly recommend Matt's Big Breakfast for a place to share a meal and to experience a simple, but important lesson about how to be successful: be great at what you do.

Matt's Big Breakfast
1st Street / McKinley
Downtown Phoenix

Adapted from original publication at Examiner.com ~ May 4, 2009

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Success: Lou's 3 Questions Save Years of Research

Lou Holtz knows about losing streaks, winning seasons, withstanding criticism and honorably handling success; his story of coaching, leadership and personal conduct is now legendary. And, while my brothers can tell you lots of football stats related to his teams and players, what I’ve kept track of are Lou Holtz quotes.

Sometimes anecdotes are just anecdotes and other times, the right combination of words can speak effectively for volumes of empirical research and the consensus of topical thought leaders. Here is a Lou Holtz quote that I first heard during a speech he did in Phoenix many years ago – a quote that can represent a winning basis for personal and professional success:

There are three questions people need to be able to answer “yes” to before they will do business with me:


(1) can I trust you?


(2) are you committed to excellence?


(3) do you care about me?

~ Lou Holtz

Imagine a great leader you know - someone you trust, someone who is committed to excellence and cares for people. Imagine a friend, co-worker or mentor who you trust, who you know is committed to excellence and who cares about you. Now, imagine the alternative. Regardless of the definition of success you are pursuing, consider Lou’s advice offered through his questions:

Be trustworthy.
Be committed to excellence.
Be caring.


More Lou Holtz quotes to contemplate

It’s not my job to motivate players. They bring extraordinary motivation to our program. It’s my job not to de-motivate them.

Motivation is simple. You eliminate those who are not motivated.

Ability is what you’re capable of doing. Motivation determines what you do. Attitude determines how well you do it.

I think everyone should experience defeat at least once during their career. You learn a lot from it.


A Commitment to Excellence leads to:
- focus on quality
- focus on results

I never learn anything talking. I only learn things when I ask questions.

If you burn your neighbors house down, it doesn't make your house look any better.

No one has ever drowned in sweat.

Do right. Do your best. Treat others as you want to be treated.





Books by Lou Holtz

The Fighting Spirit (1988)

Winning Everyday: A Game Plan for Success (1998)
I read this one after I heard him speak – good, quick read!

Wins, Losses and Lessons (2006)





The Official Athletic Site of the University of Notre Dame

http://www.und.com/sports/m-footbl/spec-rel/050108aaa.html


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