Few things help an individual more than to place responsibility upon him, and to let him know that you trust him. ~Booker T. Washington
I was thinking this week about the service providers in my life that I trust completely! The outcome may not always be what I wanted to hear, but I trust them!
Our vet: In December, both our older Maine Coon Cats passed away. We were taking them to the vet weekly trying to keep them going…and the vet understood that but told us the plain truth. One passed on its own by a heart attack and not the diabetes he had. The other we had to put down a week later from nasal cancer. Our vet was wonderful throughout and realized we really loved our pets and had to come to the reality of it all in our own way. We recommend them to family and friends and that is exactly how we found them in the first place.
Our HVAC person: We have recommended this person to so many people and they all feel like we do…he is not the cheapest but does an absolute magnificent job! We were so happy when someone recommended him to us. He just contacted my husband this week to tell him he really appreciated all the business we have sent to him over the years and said that makes us one of his best and most valued customers.
Our auto repair shop: When we take a vehicle to them and they call and say, by the way, your vehicle could use this or that, we just say, “make it happen!” We also recommend them to others, and once they use them, they feel like we do!
How has the trust been built? They all have offered options and empathy! What a great combination. They seem to really care. It is a rare commodity these days! I am sure your customers feel the same way. We answer reviews for one of our auto repair shops and they almost always get 5-Stars and even if they do not (you cannot please everyone) they have us write a gracious response. This builds trust, too!
Take care and keep offering options and empathy!
News Works Marketing
A man would do nothing if he waited until he could do it so well that no one could find fault. ~John Henry Newman
I have had to have a severe talk with myself lately. When I get interrupted in my writing I have a hard time picking it back up with the same enthusiasm as when I started. I have elderly parents and I get as many as six calls a day from them stating that there is an emergency, and I need to come over right away! I stop what I am doing, grab the car keys and head out the door only to get a call back that says, “Don’t come. It is okay now!”. This is almost a daily occurrence. It puts me right off my game! This column, for example, is on its third rewrite. I told myself today that I’m not perfect, therefore this column won’t be perfect, so just let it go!
I know a young man in marketing that is so terrified of sending out something that isn’t perfect that his company is hurting big time! Once upon a time he was “red penciled” and “blue-lined” by a so called friend that set themselves up as an “expert” in spelling and grammar and he can’t move past it! I keep telling him that his writing is excellent and you don’t have to use great big words to make a point! He is just scared and won’t put anything on social media, or write a blog or communicate with his customers in any way except by telephone. He outsources all of the marketing he does for his customers and because of this he doesn’t have many.
I read this great quote the other day and it helped me. If you are procrastinating because you are afraid to be less than perfect…perhaps it will help you too!
Perfectionism causes people to shy away from opportunities, waste time on irrelevant details and aggravate colleagues. Constantly ranking being perfect ahead of being human is a surefire way to limit yourself both professionally and personally. ~K. Boogaard
We have such great customers but every now and then a brand new one gets too scared to move forward. We have to help them take “baby steps” and once they take the plunge, they are so happy that they did because they get a lot of great comments and business increases immediately because of the piece they sent out. Don’t be afraid to “move forward” for fear of criticism. Just do like I had to do today and realize that perfection is highly overrated!
The Less Than Perfect
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
“We’re not in the chicken business; we’re in the people business.” ~Truett Cathy – late founder of Chick-fil-A
Working in a small business has challenges but many rewards.
- You are never just a number!
- You stand out no matter what your job title is!
- Your actions matter every moment!
- You sometimes get to wear many hats so you learn … a lot!
- You are appreciated every single day!
What do the best service advisors offer their employer?
- A positive attitude
What do the best service advisors offer their customers?
- A smile
- A helpful attitude
- A non-judgmental demeanor
- Eye contact
- Dignity and respect
Be the very best you can each and every single day and you, your employer and your customers will reap the rewards.
I hope you have wonderful 2016!
News Works Marketing