Work is either fun or drudgery. It depends on your attitude. I like fun. ~Colleen C. Barrett
I was thinking about the face of businesses. Many times, the person we deal with in business is not the owner…but the employee who has become the “face of the business” for the consumer at that moment. It is important to be a happy face with a great attitude that shines through.
I have no less than six grocery stores a mile from my home. Sometimes I check myself out, but not always. Of the six stores, one has wonderful items, but two particularly grumpy checkout ladies. When I say, “Good morning! How are you, today?” I get the rundown on how miserable their life is working at that store. I always listen and say that I hope things improve. I also mentally shake myself off when I leave the store and get myself in a happier state of mind.
The other stores have the most cheerful people working there. One particularly hires older adults, and many have health issues (no, they don’t talk about their health, but one has an oxygen tank attached so…), but they are as cheerful as they can be. You leave their presence and the store feeling great and uplifted.
Service advisors have the power to make the customers they deal with leave the shop feeling great and uplifted. Always be that person!
I hope you have a wonderful day!
News Works Marketing
…Stephen Hawking suggests that “The development of full artificial intelligence could spell the end of the human race” to Elon Musk saying that “If I had to guess what our biggest existential threat is, it’s probably artificial intelligence.”
I must admit to you all that I am a Star Trek fan. My favorites are Star Trek, Next Generation and Star Trek, Voyager. When it comes to artificial intelligence interacting with humans I always picture Data and The Doctor. I know a lot of Sci Fi shows (and even these showed the dark side of AI on an episode or two) have the AI’s wiping out humanity, unhappy at how they had been treated.
My inbox is full lately on the subject of AI. My Smartbriefs articles are all about AI and what it can do for businesses. It has been seen as the way to get back good customer service. I have been thinking a lot about that lately and think to myself…what a shame that customer service has become so poor that we need to create an artificial type.
I had the point driven home to me when I was exceptionally tired last week and in a moment of weakness drove through and ordered a diet coke. (I try to just have my morning coffee and then water the rest of the day). The person handed me a dripping cup. I asked that it be wiped off please (who wants that on their clothes and in the cup holder?). They did and I left and when I went to take a drink the lid came off, getting me wet anyway. At that moment, I thought that an AI being couldn’t do any worse and perhaps could do a whole lot better!
The news was saying that in ten years banks will no longer have tellers as they will be replaced with AI. I find that very sad. Other businesses are also preparing to replace humans with kiosks and other forms of AI.
Next time you are out and about notice the type of customer service you are receiving. Then ask yourself if you are giving the best possible customer service to your customers. It is something to consider. I am sure no one wants to feel they can be replaced by AI.
News Works Marketing
This week I went, as usual, to our local farmer’s market. They have many unique items, a wonderful array of Amish goods and local homemade items. I was at the deli counter and asked for a pound of shaved ham. The counter person kept slicing and putting it up on the scale until it was short one quarter pound. She sighed deeply and said if I must have a pound she would have to open a new package. I was shocked at the attitude but said, “No, that is okay. I’ll try to get by with this amount.”
I think she then realized what she had done and asked me what I was going to use it for. I told her and we chatted a bit about recipes and such and then she asked if I needed anything else. Before I could answer she said, “I know, the rest of your order of ham!” I told her it was okay and took my package and went about my shopping.
She was an employee at this small business and in my opinion basically cheated her employer out of a full sale (and this is always wrong no matter if it is a big box store or small independent) but I felt especially bad for this employer as it is a small, independent business and every sale counts!
I then thought about the Facebook post I had put on our News Works page (the one above) and thought…how very true!
Have a great month and treat those customers well!
News Works Marketing
Gratitude is the best attitude. ~Author unknown
It is that time again! Time to pause and count our blessings. It would benefit us all, of course, to count our blessings daily.
I know life gets crazy and sometimes it is difficult to stop and realize all the good we have in our lives. Service advisors sometimes deal with difficult customers and of course, being a small business owner is a daily challenge all by itself. I’m sure, like me, you sometimes wonder, “What was I thinking?” LOL!
Speaking as a business owner, I know I have lots of people to thank each and every day for keeping the business going. It seems seamless sometimes, but of course, that is just because my staff and my suppliers do their jobs so well that it seems to run on auto pilot. Of course, if anything happened to any one of them, the business would feel it!
I am very thankful for all our wonderful customers! We talk about this at our Friday staff/lunch meetings. We have such great customers and they seem more like friends as we truly care about them on a personal level and we feel they care about us in return. Can it get any better than that? The only way that can be improved on is to get more just like them!
Thanks for everything you do to help us make News Works Marketing a success! Our goal each day is to help you keep your business successful!
I hope you all have a wonderful Thanksgiving!
News Works Marketing
Excellence is not a skill. It is an attitude. ~Ralph Marston
All of us are working in a small business. We each have a part to play to make that small business thrive. Everything you do, or don’t do, matters. You need to be on your best game every day.
I am going to relate two true stories to you that happened a few years ago now…but I will never forget them.
My husband inherited an assistant years ago and during crunch time to get a project done he handed her a paper with a sticky note attached that said “make 18 copies please.” She came back with 18 copies of the sticky note instead of 18 copies of the paper. We laugh about it often…but he was truly shocked at the time. She had a great attitude and willingness to learn so he felt she was worth training. She in time became a valuable employee with excellent skills and was consistently promoted within the company and always got excellent reviews.
We had an employee once that was highly educated, had put in 30 years in a career but wasn’t ready to just retire at such a relatively young age. In the interview he stated that he had just lost a job he had for less than a year and wasn’t sure why but he knew he would be able to do the job we needed him for. One of his duties was to do the invoicing which involved running credit cards.
In a few weeks the accountant asked to meet with the owner and myself (this was before I owned the company) and pointed out that though the sales were great, the funds were not for some strange reason. I was asked to look into it and it turned out that the credit cards were not actually being run. We looked great on paper but not in the bank! When I asked the employee about it he said he didn’t like to run credit cards so he simply didn’t do it. He then went on to tell me that he loved his job…just not any of the duties he was expected to do. He liked the companionship of his fellow workers and the paycheck …but didn’t actually want to do the work. Needless to say he didn’t last at our company. He was a nice person, he was fun, but if he didn’t want to do the job we could find “nice” and “fun” and still get the job done! His attitude was not geared towards excellence.
Have a great attitude, be trainable and get the job done! That way you can be called “excellent” by your employer, your fellow workers and your customers.
News Works Marketing