I have been noticing in my daily newspaper these past few weeks, the sheer volume of ads touting various car dealerships’ Salesman-of-the-Month awards. Now, as much as the next guy, I understand the value of recognizing employees and their contributions. And I also get that, especially as it concerns car dealerships, revenue generation is one of the more important tasks that must be met daily. But then that’s business: without sales there is no business. The same rules apply to every business.
However, here’s where I take issue with the Salesman-of-the-Month Award.
A car is purchased, on average, once every three to five years. That means that if the only person you deal with at a dealership is the salesman, he can expect to see you every three to five years – providing he did a good job the first time. But a vehicle is a mechanical thing – you know, moving parts and stuff. Vehicles require servicing which should take place a little more often than every three to five years. So my question is: why does the salesman get all the glory by being publicly recognized when there are, in fact, a whole team of others who make that car run for three to five years and make customers want to come back to buy another? Why is it just the sales rep that gets recognized?
It seems to me that car dealerships, and many other businesses in fact, are more focused on the revenue side than they are the customer-satisfaction side. I would like to see a picture in the paper of the mechanic or technician who takes the time to explain why a part is being replaced to each and every customer whose car he works on. What about a picture in the paper of the wash-bay attendant who details the car before giving it back to you? How about the receptionist who calls you by your name when you walk in the door and offers a cup of coffee while the car is being serviced? Tell me these people are less important than the guy who sold me the car and can’t remember my name when I walk into the dealership.
What I’ve learned in my years in business is that it’s the “back-end” that keeps the “front-end” working well. It’s the people behind the scenes who do the day-in day-out customer service that make us, as customers, want to do business again with the company.
Just because some sales guy got his picture in the paper for making the company a pile of money doesn’t make me feel all warm and fuzzy inside. It doesn’t make me say to myself, “I need to go spend some money with this guy.” In fact, if I wanted to buy a car, I would probably buy from the number two or number three sales rep just because I think they would do a better job of serving my needs.
Attitude Adjustment: So in your organization, is it just the people who put up big numbers in sales who get the recognition? Hey, you’re in business. You’re supposed to make money. But you’re supposed to make money by serving customer needs. So stop trying to convince me that the only thing that matters to you is the money thing and start telling me that your customer service is most important – and then make it more important. I will be more likely to be willing to part with my money if I feel that our long-term relationship is more important than writing that one big check every three to five years. And feel free to recognize the “back-end” people a little more. After all, it’s their contribution that will determine whether or not I, as a customer, spend big bucks with you again. Get rid of the Salesman-of-the-Month Award in the newspaper. It’s sending the wrong message. You’re telling people that sales are more important than service. Trust me, if you do the service right, the sales will be there.
Tuesday, May 27, 2008
Monday, May 12, 2008
An Attitude Reality-Check
Is the glass half-full? Is it half-empty? Or is there just a half-glass of water? The first, of course, is what we know to be the optimistic viewpoint. The second is supposed to be the pessimistic viewpoint and the third is simply the realistic viewpoint. It’s the realistic viewpoint that I wish to address.
The realistic viewpoint comes before all others. Realism, in my estimation, is simply the absence of judgment. Realism is rooted in facts – not the spinning of those facts. Without judgment attached, you can look at the results of your career and simply say, “These are my results.” It doesn’t matter whether or not the results are viewed as good or bad, whether a job is good or bad or whether a boss is good or bad. What is, is.
Your career is like a shopping mall. I didn’t say your career was in a shopping mall although for some that would be true. But regardless of which door you used to enter the mall, invariably you will find a mall directory board close to an entryway. The only thing you need to find on that mall directory is the “You Are Here” arrow. It matters little how you came to that board. The truth is you made a series of decisions outside of the mall that brought you to be standing in front of the sign at that very point. You can’t blame the government, the economy or your boss for where you stand in the mall. You made all of the decisions outside of the mall and find yourself exactly where you are – and you did it all by yourself. You just have to accept where you are in order to get to where you are going.
The events of life should never be looked at with judgment: “That was a stupid thing to do,” “I’m glad I got in on that early,” How in the world did I end up with this dumb job?” Viewing your results through judgment have the overwhelming tendency to gloss over the decisions of how you got to where you are.
Any long-held opinion or belief that you need to be successful before you can have happiness will delay any happiness until success is achieved. And since success is not clearly defined in that statement, how in the world would you know you have been a success? Does success smack you in the face when you achieve it? Of course not.
Every job you have ever held in your life, every experience, every decision and every event of your whole life has put you exactly where you are today. And every single event of your life provided you with a choice to make. You made your choice. Then this is your result.
It's your past that determines your present. Your past shapes your personality, your character, your attitudes toward work, goal setting, achievement, how you serve others, your values, your ethics and how you view every single event of your life.
Therefore, your present circumstances and the things you do, say and learn today will open the future for you tomorrow. In other words, whatever you learn and experience today will provide you with a new perspective tomorrow. A new perspective brings a new attitude. People don't just change their minds; they make new decisions based on new information.
So if something in your life needs attention, I encourage you to stop making that one thing be either good or bad and simply accept that this is a far as you’ve gotten in your entire life with the information you have. You obviously don’t have a plan for your so-called success or the resources to get it or you would have had it by now. Do you think you’re capable of more? How about having a better job, better boss or a better salary? Then learn as much as you can about what you need to know and then make an informed decision and not a baseless judgment. If you keep doing what you've always done you're going to keep getting what you've always gotten.
Attitude Adjustment: You are here. You did this to yourself. It’s not good or bad. It just is what it is. Where you go from here is largely determined by your willingness to take off the rose-colored glasses and accept that you did this. The more you learn, the more you read, the more you accept your results to be what they are - your results – the quicker you will find that your results begin to change. The more you change, the more your results change. Change your perspective and you will change your attitude. A changed attitude changes results.
The realistic viewpoint comes before all others. Realism, in my estimation, is simply the absence of judgment. Realism is rooted in facts – not the spinning of those facts. Without judgment attached, you can look at the results of your career and simply say, “These are my results.” It doesn’t matter whether or not the results are viewed as good or bad, whether a job is good or bad or whether a boss is good or bad. What is, is.
Your career is like a shopping mall. I didn’t say your career was in a shopping mall although for some that would be true. But regardless of which door you used to enter the mall, invariably you will find a mall directory board close to an entryway. The only thing you need to find on that mall directory is the “You Are Here” arrow. It matters little how you came to that board. The truth is you made a series of decisions outside of the mall that brought you to be standing in front of the sign at that very point. You can’t blame the government, the economy or your boss for where you stand in the mall. You made all of the decisions outside of the mall and find yourself exactly where you are – and you did it all by yourself. You just have to accept where you are in order to get to where you are going.
The events of life should never be looked at with judgment: “That was a stupid thing to do,” “I’m glad I got in on that early,” How in the world did I end up with this dumb job?” Viewing your results through judgment have the overwhelming tendency to gloss over the decisions of how you got to where you are.
Any long-held opinion or belief that you need to be successful before you can have happiness will delay any happiness until success is achieved. And since success is not clearly defined in that statement, how in the world would you know you have been a success? Does success smack you in the face when you achieve it? Of course not.
Every job you have ever held in your life, every experience, every decision and every event of your whole life has put you exactly where you are today. And every single event of your life provided you with a choice to make. You made your choice. Then this is your result.
It's your past that determines your present. Your past shapes your personality, your character, your attitudes toward work, goal setting, achievement, how you serve others, your values, your ethics and how you view every single event of your life.
Therefore, your present circumstances and the things you do, say and learn today will open the future for you tomorrow. In other words, whatever you learn and experience today will provide you with a new perspective tomorrow. A new perspective brings a new attitude. People don't just change their minds; they make new decisions based on new information.
So if something in your life needs attention, I encourage you to stop making that one thing be either good or bad and simply accept that this is a far as you’ve gotten in your entire life with the information you have. You obviously don’t have a plan for your so-called success or the resources to get it or you would have had it by now. Do you think you’re capable of more? How about having a better job, better boss or a better salary? Then learn as much as you can about what you need to know and then make an informed decision and not a baseless judgment. If you keep doing what you've always done you're going to keep getting what you've always gotten.
Attitude Adjustment: You are here. You did this to yourself. It’s not good or bad. It just is what it is. Where you go from here is largely determined by your willingness to take off the rose-colored glasses and accept that you did this. The more you learn, the more you read, the more you accept your results to be what they are - your results – the quicker you will find that your results begin to change. The more you change, the more your results change. Change your perspective and you will change your attitude. A changed attitude changes results.
Friday, May 09, 2008
How To Recognize Great Service
I travel a lot. Now, I don't mind traveling. I especially don't mind it if someone else drives which is the way it is when I fly. But sometimes, I am forced to make the long drive.
After rising early one morning, meeting with the Audio-Visual people, doing a sound-check, then delivering an Attitude Adjustment, packing my bags, flying to another city and then spending four hours behind the wheel to arrive just after supper time, I was ready for a quiet night in the hotel before another presentation the next morning.
As I approached the front counter of the hotel (which I had stayed in several times before), I was met by the new girl - I assumed she was new since her name tag read "In Training." (I didn't think any parents would be that cruel.) She was perky and smiley and I kept my distance so as not to contract diabetes from all the sugar and sweetness. (OK, maybe I was just too tired.)
"So we have you checked into Room #218, on the second floor, poolside," she gushed happily.
The only thought I had was the noise level from poolside. It was an open-air indoor pool and waterslide that went up four floors with rooms facing the pool and slides. It didn't close until almost eleven o'clock. I had spent a night poolside before. I wanted quiet and poolside wasn't it.
"I'd like an outside facing room if you please. I prefer not be poolside," I gently said.
"But we're full," she smiled so sweetly.
"But not everyone is here and checked-in yet are they?" I questioned.
Clearly, my request was beyond the total training that "In Training" had received yet so up stepped Lisa to the computer terminal.
"Welcome Mr. Burns," said Lisa. "I see you've stayed with us before. Glad to have you back. Let's see what I can arrange if you'll just give me a few moments."
I let her go to work. She grabbed a pencil and started making notes on a scratch piece of paper. Room #301 goes to #109. #109 goes to #412. #412 goes to #218 and #218 goes to #301. She put down her pencil, handed me my card-key and said, "I've got you now checked into Room #301 Mr. Burns. It's an outside room as requested."
I was one thankful guy. I said that to her - leaned in close, looked her right in the eye and said so. And as I closed the door to #301, I heard it - nothing - exactly what I wanted.
But the more I thought about how Lisa had moved all those reservations around to accommodate me, I felt my words just weren't enough. After slipping out to a restaurant for supper, I swung by the grocery store florist and picked up a $10 bouquet of fresh cut flowers and a card that simply said "For great customer service ... thank you," and I signed my name. As I returned to the hotel, Lisa was at the desk on the phone. I simply placed the flowers in front of her and said again, "Thank you."
Her eyes were wide with disbelief. Her face went red and her smile lit up the lobby. As I awaited the elevator, Lisa, In-Training and the night auditor gushed over the flowers.
Attitude Adjustment: I'm sure much discussion was had amongst the clerks and other staff about why a customer gave Lisa flowers. Lisa would be proud of why she got them and the others, well let's just say they would probably be inspired to make something nice happen for themselves. Sometimes, when we say thanks in unusual ways it inspires not just the person we say thanks to, but might also change the attitudes and improve the performance of those left out of the loop. Recognition is a great tool to inspire people to give their best as well as a better effort from those who weren't recognized. Are you recognized regularly? Could you be doing more? Think about it.
After rising early one morning, meeting with the Audio-Visual people, doing a sound-check, then delivering an Attitude Adjustment, packing my bags, flying to another city and then spending four hours behind the wheel to arrive just after supper time, I was ready for a quiet night in the hotel before another presentation the next morning.
As I approached the front counter of the hotel (which I had stayed in several times before), I was met by the new girl - I assumed she was new since her name tag read "In Training." (I didn't think any parents would be that cruel.) She was perky and smiley and I kept my distance so as not to contract diabetes from all the sugar and sweetness. (OK, maybe I was just too tired.)
"So we have you checked into Room #218, on the second floor, poolside," she gushed happily.
The only thought I had was the noise level from poolside. It was an open-air indoor pool and waterslide that went up four floors with rooms facing the pool and slides. It didn't close until almost eleven o'clock. I had spent a night poolside before. I wanted quiet and poolside wasn't it.
"I'd like an outside facing room if you please. I prefer not be poolside," I gently said.
"But we're full," she smiled so sweetly.
"But not everyone is here and checked-in yet are they?" I questioned.
Clearly, my request was beyond the total training that "In Training" had received yet so up stepped Lisa to the computer terminal.
"Welcome Mr. Burns," said Lisa. "I see you've stayed with us before. Glad to have you back. Let's see what I can arrange if you'll just give me a few moments."
I let her go to work. She grabbed a pencil and started making notes on a scratch piece of paper. Room #301 goes to #109. #109 goes to #412. #412 goes to #218 and #218 goes to #301. She put down her pencil, handed me my card-key and said, "I've got you now checked into Room #301 Mr. Burns. It's an outside room as requested."
I was one thankful guy. I said that to her - leaned in close, looked her right in the eye and said so. And as I closed the door to #301, I heard it - nothing - exactly what I wanted.
But the more I thought about how Lisa had moved all those reservations around to accommodate me, I felt my words just weren't enough. After slipping out to a restaurant for supper, I swung by the grocery store florist and picked up a $10 bouquet of fresh cut flowers and a card that simply said "For great customer service ... thank you," and I signed my name. As I returned to the hotel, Lisa was at the desk on the phone. I simply placed the flowers in front of her and said again, "Thank you."
Her eyes were wide with disbelief. Her face went red and her smile lit up the lobby. As I awaited the elevator, Lisa, In-Training and the night auditor gushed over the flowers.
Attitude Adjustment: I'm sure much discussion was had amongst the clerks and other staff about why a customer gave Lisa flowers. Lisa would be proud of why she got them and the others, well let's just say they would probably be inspired to make something nice happen for themselves. Sometimes, when we say thanks in unusual ways it inspires not just the person we say thanks to, but might also change the attitudes and improve the performance of those left out of the loop. Recognition is a great tool to inspire people to give their best as well as a better effort from those who weren't recognized. Are you recognized regularly? Could you be doing more? Think about it.
Monday, May 05, 2008
Lessons From The Foreman
Len is a foreman for a construction crew in the bustling Oil Sands region of Northern Alberta. He is a little rough around the edges, uses some fairly colourful language and is a little on the loud side. My guess that his personality is the result of working for many years with mostly men in a noisy environment. You know how guys talk when there are few women around? Len is definitely one of the boys.
In our conversation at the airport, as we both awaited flights, we spoke of many things. Two things in particular got my attention: something his father taught him as well as how he has found a way to reduce incidents and accidents on the job.
"My Dad always told me to make sure you have a lot of paper in your wallet," said Len referring to having several trades tickets and certifications. "Dad said that once you get those papers, ain't nobody able to take that stuff away from you. You always have that."
"The more you know, the more you learn, the easier life gets," I added.
"They can't suck the learning out of your head," Len smiled.
It's a simple self-development philosophy really: the more you know, the more you've been certified, the more paper you carry, the more you will be paid. Why? Because you're more valuable.
As Len and I sat at the airport, we also talked about safety in the workplace.
"I've got a crew of guys who work 'twenty-on' (twenty days on the job before they get days off). They usually work tens or twelves (ten or twelve-hour shifts) and the first three days back from days-off are tough," he said. "The guys are still off-work mentally. I've got to watch over them a little more at that time."
"But the worst," he said leaning in toward me, "is the three days just before they head home. When I see guys losing it - yelling at other guys, I know they're not thinking about the job. They're tired and their brains have already gone home even if their bodies are still at work. That's the most dangerous time. When they get like that, I make sure that we have a few extra toolbox meetings (mini safety meetings to help re-focus the guys). Keep them focused. Keep them present and we all get to go home, safely."
Are you losing it at work for no reason? If you are or someone you work with is, then they're not focused. They're not mentally present and something could happen that could affect others.
Attitude Adjustment: How often are you just letting disruptive behaviour slide? You don't have to be in management to take responsibility on the job. Check in with co-workers who seem a little edgy or unfocused. Help figure out what's going on in their world. If you don't, they could say or do something that could cause the loss of a good customer, a good working relationship or even a life. It's up to you to make sure that the work you do everyday doesn't get undermined by someone who isn't present and focused. It's your workplace too. Step up.
Kevin Burns
Author & Attitude Adjuster
Adjusting Attitudes in Employee Engagement - Service Leadership - Corporate Safety
Toll-free 1-877-BURNS-11
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