The Grumpy Bear and the Sly Fox – Repost

bearfoxI receive a request to repost my bear and fox story, so here it is!

Not so very long ago, in a forest close by, lived a grumpy bear and a sly fox.

The grumpy bear was known to roar loudly when a gentle growl would have been more appropriate.   The grumpy bear was not comfortable at expressing any kind of emotion.   When the grumpy bear felt uncertain, he became even grumpier.  But underneath that grumpy, growly exterior was a big heart filled with love and good intention.

The sly fox on the other hand, was a smooth communicator.  He spoke softly and gently.  His words were chosen with care and always reflected exactly what his listener wanted to hear.  He never growled or challenged anyone and so many animals in the forest eagerly listened to whatever the sly fox had to say.

The sly fox used the grumpy bear’s gruffness and roughness against him.  The sly fox liked nothing better than to poke the fire and fan the flames of dissension.  He would say things like “If the grumpy bear cared about you, he would do this. That’s what I would do” or “The grumpy bear doesn’t understand you like I do”.  Sometimes the sly fox knew things that would help the grumpy bear, but instead of sharing information or offering to help the grumpy bear, the sly fox would go to others in the forest and say “Why isn’t the grumpy bear doing this?”

Of course, the sly fox never actually did anything to help anyone in the forest.  He left the hard work for the grumpy bear. The sly fox whispered, using his smooth, gentle words to turn the other animals against the grumpy bear, making the grumpy bear’s job even harder.   Then the sly fox would grin, rub his paws and skulk away … until the next time.

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A lot of us have a grumpy bear or a sly fox in our lives.  We meet them at work, at play and sometimes at home.  The grumpy bear doesn’t realize how words and actions can be misconstrued when others perceptions and emotions are not taken into consideration. Sometimes the grumpy bear speaks poorly from a place of sincerity and positive intention.

The sly fox knows exactly what the other person wants to hear. He or she looks for and feed on insecurities, fears and weaknesses. The sly fox speaks and acts well from a place of deception and negative intention.

With experience comes wisdom and I have learned to look past the exterior to find the intention.  Some people grouse and grumble, then buckle down and act. Others sound positive and supportive,but in reality are only looking to stir the pot. They ditch and run as soon as their real objective, dissension, has been achieved.

Give me grumpy and sincere over smooth and sneaky any day.

Don’t Lose Your Customer Before You Get Your Customer

Fotolia

Like many of you, a lot of sales professionals reach out to me. Some drop in, hoping for a chance to introduce themselves and their product. Some call or email, with the intent of scheduling a longer phone call or face-to-face in the near future.

Regardless of how they reach out, I try to respond personally to all of them. They have a job to do and I respect that. Very recently, I had two very different experiences from two company representatives that wanted me to consider the product they offered.

In the first example, a folder with information was dropped off for me at the front desk of the hotel.  I received the folder at approximately 3:00 pm.  With a very full schedule that day, I made a note to review and respond the next morning. That evening, I received an email from a member of my front desk team.  It turns out this sales person was a guest in the hotel.  His reservation had been made about a week prior to his arrival.  He was quite upset I had not responded by end of day, made reference to me flying out to visit him at his office and then questioned the quality of the guest experience at the hotel, from the product offered to the level of service.

That same day, I received a note in the mail from Debbie, an account manager for Classic 107, a local radio station. Debbie and I had spent time together the week before. She asked me lots of questions to ensure she understood our priorities and customer demographic and provided initial suggestions on how she could help us achieve our marketing goals. Even though Debbie left without any immediate new business, she sent me a lovely, handwritten note, thanking me for my time and promising to follow up later in the year.

Debbie and I had a scheduled appointment, but my team knows to call me if someone drops in.  If I am available, I make the time to meet with the person, even if only for a few minutes.  I used to participate in sales missions, from a city and a brand perspective, so I get it.  By far the majority of our calls were planned, but sometimes along the way, we would simply drop in on the off-chance a decision maker would be immediately available to see us.  It rarely happened.  At that point, the gate keeper was our decision maker. The gate keeper’s impression of our professionalism was vital. What he or she said about us directly impacted the possibility of a response or what type of response we would receive.

Ensuring a positive pre-sale experience is important.  A 2011 Consumer Report’s survey indicated that customers who bailed on a transaction did so because of poor service. That’s potential customers who were ready to purchase but chose not to.

There are a lot of touch points in between first point of contact to signing a deal. Each of those moments can make or break a potential sale.  Be as careful of those touch points as you are about each and every one after the first sale is made.

And in case you are wondering, I did respond to the first salesperson the next morning as planned, expressing disappointment his guest experience was not the positive one our entire service team is committed to providing and extending an invitation to share his concerns with me personally. To date, there has been no response to my email.

Then I called Debbie to get her permission to mention her by name at a future date, knowing at some point a blog would be written.  She graciously agreed.  I look forward to our next conversation.

What is your Priority – Product or Service?

Motivational concept image of a hand holding marker and write What is your priority isolated on white

There is a restaurant here in Winnipeg that has the talent in place to create and plate a ‘to-die-for-good’ meal.  My husband and I had plans to dine there one evening.  Then I heard and read many comments regarding the arrogant, sometimes verging on abusive, service from people who’ve gone to that restaurant… once and only once. Some of these comments have come from people I know personally and whose opinion I trust.  That restaurant is now off my list of places to go.  There are many other restaurants to go to in Winnipeg that create and plate amazing meals and just as importantly, provide friendly, attentive and professional service,

In the service industry, dinner is never just a dinner and a hotel room is never just a hotel room. It is the entire experience wrapping up the basic need for food and shelter that is important and sets one business apart from another.

Of course, this doesn’t just apply to the hospitality industry.  We are all in business to meet and address a specific need.  So are our competitors. Even if a business offers something totally unique, it won’t be forever.  At some point, that unique product and idea will be replicated and if customers have been putting up with lousy service because there wasn’t an alternative, as soon as there is one, they are gone!

Product quality is important, but it is only one piece of the puzzle. Back up the great product with great service.  That’s what brings customers back more than once, creates referrals and brings new customers through the door.

Four Customer Dissatisfaction Categories

thumbs-down1Years ago, I was in Prince Edward Island facilitating a customer service workshop. When we started discussing the question “What are some things that make your customers angry?” one of the participants said “Snowstorms and I have no idea what to do when someone yells at me because the roads and airports are closed and they can’t get off the island.”

There are times when our customers are angry and upset because we messed up.  And then there are the times our customers are angry and upset because of something we have absolutely no control over, like the weather.  When it comes to knowing how to manage those moments, start by taking a moment to list as many causes for customer frustration as you can think of.  Next identify which of the four following categories they fall under:

Unrealistic expectations:  Sometimes our customers come to us believing we provide a product or service that we don’t.  Now ask yourself, “Why don’t we offer this product or service?  Is this something we can do?”  If the answer is yes, make it happen.  If the answer is no (and sometimes it is), who does offer this product or service? Then be prepared to send your customer there.

Policies and procedures:  I had a friend walk into a restaurant about 11:00 am.  He ordered the Denver omelet. The server said “We don’t serve breakfast after 10:00.” So my friend flipped to the sandwich section and ordered a Denver sandwich.  No problem with that order!

Take a good, long look at your policies and procedures.  Who are they designed to protect … you or the customer?  Do they make sense to the customer? Chances are they might not, for the simply reason your customer doesn’t understand all the ins and outs of running your business. So have some fun or be prepared to offer an alternative.  I imagine my friend would have shared the above story from a whole different perspective if the server had said something like “We don’t serve from our breakfast menu after 10:00 am, so how about I ask the cook to make you a Denver sandwich, with the bread on the side?”

Human error: This list could get long.  Focus on the errors that happen most often or have the most significant impact on the overall customer experience. Ask yourself “Why are they happening and what can we do to prevent it.” Then take action.

External factors:  There are some external factors that come at you out of the blue.  Your customer may have had a fight before leaving home for the day or had terrible, horrible, very bad day at work or just received some difficult news.  There are some external factors you can pretty much count on.  Plan for those.  For example, if you run a business in PEI, chances are pretty good that at some point in any given year, bad weather will hit, roads and airports will be closed and customers will be stranded.  Work with your team to recognize the frustration and teach them how to respond with empathy. What can you do to help them pass the time?  Perhaps some games or a quiet room for them to read or get caught up on other work.  Who will keep them up-to-date on travel updates?

When you and  your team view complaints positively, instead of looking at them as a negative, they provide clues on how to improve the service you and your company provide. Changing the focus from a negative to a positive helps you be in the right mind set to successfully manage those moments when they arise.

(Excerpt from “Customer Service from the Inside Out”)

When your nose is to the grindstone, all you see is the grindstone.

It’s too easy to get caught up on all the things we need to do or all the things making us unhappy.  But when we focus only on work or only on the negative, we miss making connections with the people around us.  We miss seeing new opportunities.  So look up. Look into someone eyes.  Start a conversation.  Enjoy a moment of silence. Take time to reflect and refocus.  You’ll be glad you did.

Make the most of this long weekend … rain or shine!