Resolutions Don’t Work in Customer Service… Habits Drive the Customer Experience
Resolutions Don’t Work… HABITS Do
First off, I hope all of you had a wonderful holiday season and are looking forward to the promises and opportunities of 2015.
Many of you likely fell into the nostalgic traditions of setting New Year’s Resolutions with big plans and the best of intentions.
And… like the MAJORITY of folks, most (if not all) of those resolutions have already fallen by the wayside.
Frustrating, isn’t it. Why does this happen? Because resolutions are only intentions. We all can think back on zillions (no exaggeration) of times we’ve had the best of intentions and can’t seem to make any of them stick.
The reason is because intentions are a mind game. ACTION is the cement to make things happen. You have to have action to take your intentions to fruition.
I can say that I’m determined to complete my second full chin up in the next 6 weeks until I’m blue in the face, but that simply won’t happen unless I continue to ratchet my nutrition into check and continue my strength training. But, those actions of eating right and training are the ONLY way I’m going to get that second chin up to happen.
What does this have to do with your business and the customer experience? EVERYTHING!
Think about it… you had to take many different actions to get your business to it’s current state. Whether that is a good or bad thing, a series of actions got you where you are. To make any changes, you’ll continue to take actions.
The most impactful actions are the DAILY HABITS that we make as part of our action plan. A daily habit and choice I have in my quest for strength is do I eat a donut or three eggs for breakfast? I eat the eggs. I strength train HARD twice a week to increase my strength. I want results. I need to take action. My egg breakfast is a daily habit, an action DIRECTLY RELATED TO MY GOAL.
If you want to be successful in business and in your quest to make more profits and increase your customer retention, you must take action to make that happen. Wishing it won’t make it happen. Wanting it won’t make it happen. Working at it will make it happen.
I have great plans for all of us in 2015. I spent some time the past few weeks mapping out content, workshops, and coaching programs to help each of you make more money, enjoy your business, improve the morale of your staff, and simply making the customer experience more natural to the DNA of your company.
I do need your help though. To make the information relevant and useful to you, I’m going to continue to ask for your feedback, questions, and challenges that hare keeping you from having the business of your dreams and giving you the biggest headaches. I’ve found that many of you have similar questions and it helps me when you’ve voiced your challenges specifically to your situation.
So, remember make improving the customer experience a HABIT in your organization. Here are some strategies and quotes to help you and your staff get there faster…
- He who profits most serves best. – Arthur F. Sheldon
- Be the difference between delivering what is expected and what is delightful.
- Your customers are keeping your business alive based on what you promised to deliver. Be sure you know what promises you can make that you can KEEP no matter what. Disappointment is VERY hard to overcome.
- As far as your customers are concerned, you ARE the company. This is not a burden, but the core of your job. You hold in your hands the power to keep the customer coming back. You have the power to make or break your customer’s loyalty. Do everything you can to exceed your customer’s expectations.
- In business, you get what you want by giving other people what they want. – Alice MacDougall
Happy New Year and I’m honored to have you in my community to change the world of business, one experience at a time!
Helping you focus on your customers,