What are your thoughts on weekly sales and service meetings?
Do you think the staff should be informed and fired up every
week – or is just informed and empowered enough? I find it is a
challenge to get the staff fired up every week.
Pick up a copy of “Death by
Meeting: A Leadership Fable...About Solving the Most Painful
Problem in Business” by Patrick Lencioni and then tell me what
Thanks for your question.
- Glenn in Nashville, TN
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A woman who attended my seminar at
the University of Central Florida in Orlando once asked how much
disrespect her employees should be expected to put up with from
The answer is “A lot”. The customer
is King, even when he behaves badly.
companies are paid to serve their customers and employees are
paid to serve their companies, all employees serve the customer.
The woman responded, “So if I told
you to get on the floor and bark like a dog, would you?”
Without hesitation, I got on all
fours and growled like a Rottweiler, yapped like a Chihuahua,
and asked if she’d like me to purr like a kitten too. (#4 on the
Rules of Customer Service: Under promise and over deliver).
She responded, “Why would anyone
humiliate themselves like that?”
The answer is simple. Succeeding in
business requires choosing between the size of your ego and the
size of your bank account.
mean putting up with flagrant abuse from customers, but it does
mean you sometimes have to swallow your pride and do things you
don’t want to do. And you ALWAYS have to behave professionally,
even when your customer doesn’t.
When a customer yells at you, you
don’t get to yell back.
When a customer lies to you, you
don’t get to call him a liar.
When a customer calls you names, you
don’t call him names.
will forget what you say, but they’ll never forget how you made
them feel. (#2 on the
Rules of Customer Service).
And how well does this work?
The woman I barked for was the first
one in line at the book table at break. She handed over her Visa
card to buy my $400 management program and said, “I wasn’t going
to buy this, but anyone that insane has earned it”.
not, I’ll bark for anyone who wants to give me $400. It was the
most profitable 10 seconds of work I’ve ever done.
To Your Success,
No matter where you
are on the socio-economic ladder, you have to sometimes swallow
your pride. The guy who dresses up in a pirate’s outfit to work
at a seafood restaurant doesn’t want to. The doctor who has to
disimpact patients’ bowels in the E.R. doesn’t want to. But they
do it because it’s part of their job.
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