You're Only As Good As Your Word

Someone recently asked me what they should do to develop a “peer level”  relationship with their clients because they felt they weren’t getting the respect they deserved.  That same person forgot to show up for a business call we had scheduled for the following week. 

Hmm, is it a coincidence that they’re not getting the respect that they desire?  Not likely.  There’s a saying in business that basically states that you can usually tell how successful a person is by whether or not they keep their agreements.  In business and in your personal life, keeping your agreements is one of the top ways to show respect for another person.  And let’s be honest, who wants to have a “peer level” relationship with someone they believe doesn’t respect them?  

 Obviously, you would never even think of being anything less than a true professional...but just in case you know someone who might need a gentle reminder, here’s a few tips for keeping agreements that you are welcome to share.

Tip 1.  Show Up. Whether it’s a meeting with a partner, client, employee or friend, it’s essential that you are consistent in being where you said you would be, when you said you’d be there.  If you’re going to be late or not make it at all, call well in advance...better yet, do everything in your power to be there on time.  Five minutes late is enough time for your employee, partner or client to doubt  your commitment to the relationship and ultimately doubt your credibility and your professionalism. This is not the kind of thinking that will help solidify business (or personal) relationships.  

Tip 2.  Make the call.  I bet you can think back to at least one time you were expecting a call that was important to you (waiting to hear from a potential client, a job offer, the results of a test, a potential love interest) only to be kept waiting...and waiting...long after the promised day and time passed.  It’s frustrating at the very least.  Yet, far too often so called “professionals”  will avoid calling when they are uncomfortable with the subject or simply overcommitted.  Just take a deep breath, start dialing, and keep your agreement. 

Tip 3.  Deliver on your promise.  Whether you promised to finish a report, give an employee their performance appraisal, or bring the sports equipment to the game, someone is counting on you.  True professionals and those truly successful in life realize that they are only as good as their word. You seldom get an opportunity to reclaim the trust that can be broken by failing to follow through on a commitment.  If you gave your word, keep it...you never know who might be counting on you. 

When I first started my career, someone gave me a memo pad that said at the top “if they really want the project completed, they’ll ask twice”.  At the time I though it was kind of funny.  Now I realize that if I really want to be successful, once is all it should take.  

Copyright © 2008 InBliss Coaching and Consulting LLC  All Rights Reserved Internationally.   No portion may be reprinted or used without prior written permission.

One More Out the Door??

Think back to the last time you were really looking forward to something.  Maybe it was a vacation at an amazing resort, a great dinner out, or buying a new piece of state of the art electronics.  Oh, the anticipation leading up to the event!...Your life will be so much better!...Did the reality live up to your expectations?  Far too often the answer is a flat out “no”. Usually because the hype was far greater than the actual product. 

A few years ago I decided to finally indulge in my dream to spend a week being pampered at a luxury spa.  I researched all sorts of options all over the country, booked my airfare and ground transportation, and could hardly wait to go! The spa in Utah advertised world-class service, gourmet food, spectacular views and a top-notch spa.  From the moment I arrived at the resort I felt my excitement turn into deep disappointment.  The reception lobby had stark white walls, rental quality furniture and employees that looked less than thrilled to be there.  The spa featured fluorescent lighting, blaring rock music, and really nothing resembling “top-notch”.  Without access to a computer or a vehicle, I quickly phoned a friend who gladly helped me research other nearby spas where I might escape.

In my consulting practice, delivering on your brand is one of the top areas I stress to business owners and employees, because there’s always another company around the corner who will gladly take your dissatisfied customers.  For that reason, I’ve put together a few tips to help you assess your business and see where there may be opportunities to enhance your image.

Tip 1. Clearly reflect your brand.  Once you have defined how you want your company to be perceived, use your brand as a filter for everything your customer encounters.  In other words, if you are a spa and you’re advertising luxury and pampering, that should be the overriding theme at your establishment.   Your furnishings should be lush and your staff should actually “pamper” your clients. You could certainly add additional elements such as hiking and exercise classes but they should not be the focus.  Simply put, give your customers what they came for. 

Tip 2.  Think of your business as an “experience”.  In my many years with Anheuser-Busch Theme Parks, I often encouraged my creative teams to look at every detail our guests encountered.  From parking the car in the morning to leaving late in the evening there were hundreds of “experiences” that could make or break a great day.  Take a look  around your business and “see it” through your customer’s eyes.  If you were the customer, would you appreciate the overall experience?  Are you delivering on your brand or is it time to add some new and improved elements to your offerings?

Tip 3. Your employees are a reflection of your brand.  Whether we’re talking about a doctor’s office, restaurant, or call center, your customers expect great service from everyone in your company.  If your receptionist or other employees are rude or unknowledgeable your customers will view your overall business in that light and sales will likely suffer.  

Tip 4. Develop opportunities for emotional connections. Put some time into understanding how your customers might hope to “feel” as a result of doing business with you.  In other words, do you want them to feel energized, comfortable, relieved, rested, in “good hands”?  You can influence your customer’s  ability to “connect” to your business through the use of appropriate background music, lighting, paint colors, artwork, and your employee’s interactions with your customers. Think about how much a soundtrack can enhance a movie (whether it’s romantic or action packed). If you walked into a nightclub that didn’t feature great music and attractive lighting, would you want to stay and order drink? It’s very often the “feeling” we experience that prompts us to either move on or stay and indulge. 

 

Most of the tips I’ve mentioned can be addressed with modest impact on your budget and high return on your investment through increased customer retention...now that’s working InBliss!

Copyright © 2008 InBliss Coaching and Consulting LLC  All Rights Reserved Internationally.   No portion may be reprinted or used without prior written permission.