When You Forget the Needs of Your Customer

Need more customers? Are you treating your existing customers with kindness?

Spending time in New York City (for the Fabulous 50 Small Business Inspiration Tour) and traveling cross-country avails one to much opportunity with customer service. It is always good when there are opportunities to contrast the great with the poor, as well as the mediocre.

I had a sales manager years ago who used to pace around, fists in the air, shouting, “It takes WORK to be mediocre — why not work to be GREAT?” – that made a big impression with me. Perhaps it was the fists, or his 6’5″ former football-player frame – but it did make an impact.

Mediocre: Jet Blue, although I love them dearly, has had issues with the runways being closed at JFK Airport – now I know that delays and flight cancellations are not their fault, but I believe they could do a better job alerting passengers – they have my email and cell phone – why not let me know the flight has been delayed? Why not put a blurb in the ticket information for those going in and out of JFK that there is only one runway open some of the time currently. It could make them look like the hero and not the villain.

Great: Participating in the Oprah Winfrey O Magazine 10 Year Anniversary weekend – there were four events – and we say Oprah at three of them. She did not spare any expense for a day of workshops for 6000 attendees, and at Radio City Music Hall she stood for 90 minutes on stage talking about HER story, in HER words – along with stories about the magazine. It was spectacular. I had no idea what Oprah would do on stage – certainly I expected her to sit down in a comfy chair.  She and her big staff created a weekend that will be talked about for months. If you don’t believe me, just Google, “O Magazine 10 Year Anniversary” or “Live Your Best Life NYC Weekend”. and you’ll see.

Poor: I saw a multiple best selling business author speaking to a large group of business owners lose his edge. He forgot about who the customer was – he talked down to the audience and got mad (although he tried not to show it) when he was asked to deliver more “bottom-line” nuggets of wisdom. Amazing. I’ll keep his name to myself for now and will write more about this later.

Business owners or their staff often forget how important consistent interactions with the customer are – and what it costs them NOT to consistently be great. What are your customer service stories, and how do they add to your bottom line? Post a comment or send an email to me at Score More Sales, and I’ll mention them.

Lori Richardson is on a “Fabulous 50-50-50-50″ tour around the U.S. and parts of Canada. If you know of a town she should visit, or a local expert she can co-present with, drop her a note. Set your big audacious goals and post them for the world to see – then take action on them. More on Lori and the tour at Score More Sales.

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Starting a Business as Your Plan B Won’t Cut it. Question Your Motivation

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business start up
business start up

Those who are fired with an enthusiastic idea and who allow it to take hold and dominate their thoughts find that new worlds open for them.  As long as enthusiasm holds out, so will new opportunities.  — Norman Vincent Peale.

Why do you want to start your own business?  Are you running away from a bad situation with your current employer?  Have you been unemployed for a while and you hope by starting a business you can create income for yourself? Are you burned out with your current career choice and want to do something different with your life?  Do you have a burning desire to start and build a successful business enterprise?  Are you committed to do whatever it takes to be a successful entrepreneur?

There are many, many reasons people give for wanting to start their own business.  However, not all of them are good reasons.  Your motivation for starting a business plays an important role in your ability to succeed.

For example, if your sole motivation for starting your business is to get away from a job you hate, then you really need to think about your choice.  Remember, the grass is always greener on the other side of the fence.  There is a significant difference in attitude when you are running away from a situation as opposed to running toward an opportunity.  The same is true if you are simply hoping self-employment will create an income stream for you because you’ve been unemployed for awhile and you don’t see any opportunities on the horizon.  You aren’t truly driven toward business ownership, but rather you are pushing yourself into it.

Starting a business requires a huge commitment.  I’ve counseled many people who have lost their jobs and have come to me for advise about starting a business.  It doesn’t take long for me to identify the ones who are only going through the motions.  They don’t have the sparkle in their eye when they talk about their business idea.  It’s as if they are describing someone else’s situation rather than there own.  I can sense if another job opportunity popped up, they’d jump at it in a heartbeat.  In fact, sometimes they’ll go so far as to ask me to keep me to left them know if I hear of any job opportunities that might be a good fit for them.   A true entrepreneur would never ask that question.  No way.

People who start businesses as a Plan B are the ones who are quick to throw in the towel and close up shop.  They don’t have the stamina to stick with their business venture, nurturing it so it grows. Customers and clients can sense the the lackluster commitment which doesn’t foster a great deal of confidence and trust.  No one wants to do business with someone who is going to bail once they see a better deal for themselves.

Successful entrepreneurs are driven individuals who are passionate about their business idea.  They derive energy from the excitement of building something from scratch. They see opportunities all around them and have a strong desire to control their own destiny.  Although initially they may not have all the information they need to get started, that doesn’t deter them.  They have an inherent go-for-it attitude.  Determination and commitment create an insatiable desire to learn, build and grow their business.  It’s not a half-hearted attempt, it becomes their life.  They don’t “hope” it will work out so they’ll give it a try.  They are confident they have what it takes to turn their dream into reality.

So before you make a decision to strike out on your own, question your motivation.  Do you truly want to be self-employed?  Are you sincerely motivated to build a business from the ground up?  If you hesitate when you answer these questions, then should give yourself time for careful consideration.

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