The Simple Truth About Customer Service

Great forests have been toppled in order to supply the paper necessary to print all the books and articles that have been published on how to provide good customer service. What have we learned from all voluminous writings on providing good customer service?

If my experiences are any indicator, we haven't learned very much.

I traveled to Minneapolis on Sunday night because I was giving a seminar the next day to a group of young entrepreneurs. Unknown to me, a large convention was being held at the hotel on Wednesday which was going to cause the hotel to be completely full.

When I gave the front desk clerk my name, I expected the usual check-in formalities: name, address, credit card number, etc. Instead, the first question hurled at me was: "Mr Love, will you assure us that you will be leaving tomorrow?"

An affirmative response wasn't nearly enough for these customer service amateurs. The clerk then said, "Please sign here guaranteeing us that you will be leaving tomorrow."

What a welcome! Acres of trees sacrificed and nothing to show for their loss. Why is it that even with the all the books that have been written on providing good customer service (including all the thousands of articles that have been written on the Internet) that customer contact employees still behave like adolescents?

I think there are too many rules laid out by the experts and too many trees destroyed. There should be only three simple rules that businesses and their employees should always follow:

1. Treat every customer with respect at all times.

2. Never do or say anything that you wouldn't want said if you were the customer.

3. The customer is right even when he or she is wrong.

I have been buying investment real estate for many years and the bank I usually deal with was recently sold and is under completely new management. I recently applied for a mortgage loan on a new property and I tried to reach my new banker at the appointed time. When I called him, I was greeted by his secretary who told me to call back later. When I told her that he was expecting my call and asked her to inform him that I was on the line, she promptly suggested that I call another bank.

How many trees must be sacrificed to reach these kinds of ignorant people?

Now my payment goes to a new bank whose people appreciate my business each month. That's the thing about good customer service. We always go where we find it.

Check Your Ego With Your Luggage

I recently returned from a two week trip overseas where I was in Australia, Japan, and in Eastern Europe giving seminars. I met someone at the Sydney International Airport that has stuck with me like a sore thumb and I had to tell you about it.

I had a wonderful experience for the three days I spent in Sydney and had met some really great people but then at the airport it all changed. I was waiting for my flight and doing some reading as always do when a man by the name of Robert sat down beside me and immediately interrupted my reading.

I'd guess Robert was in his late 50's or early 60's, and his obviously expensive jewelry blended nicely with his deep tan. He introduced himself and immediately said, "I've been here for three weeks and now I'm on my way to the Caribbean where I'll spend at lest five more weeks." He told me that he owned a villa in Sidney and two more in the Caribbean Islands. He went on to tell me how much each of his properties had appreciated in value since he originally purchased them.

As I listened to Robert, my thoughts went to how bankrupt this guy actually was due to his oversized ego and he didn't even know it.

As I continued to listen to this obviously successful businessman continue to elaborate on his wonderful life, I wondered why he had the desire to communicate all these private details to me, a person who he had just met. No doubt, the process of his personal bankruptcy was well on its way. I could tell by listening to him that his overblown ego had chased away the important people in his life. He had been reduced to boasting to new acquaintances.

I can imagine that personal non-financial bankruptcy must be an awful process to endure. A person like Robert could explain it as an opportunity for financially troubled people and companies to reorganize themselves, but it really means failure. People and companies fail sometimes, no matter how much money they have. It's a fact of life.

Truly successful people learn from their mistakes and turn their situation around. Unfortunately, when failing causes your ego to go out of control, then it is worst kind of failure, because it should never be allowed to happen. It's always controllable.

The problem is that people who are in the process of going into personal bankruptcy usually don't have a clue as to what the problem is. They so enjoy talking about themselves that they cannot see the damage they are causing to themselves.

There is a simple rule that people should follow when they feel that their ego is going out of control: "If you are as good as you think you are, there is no reason to tell others about it. They will find out from your admirers who will proudly sing your praises for you."

It's Good To Be An Amateur

Everyone is in over their head these days. Yet there are many people who don't think so, but they are simply wrong. No one has lived before and none of us have experienced dying. No one has been a parent next year, yet. No one knows tomorrow's problems. All we know for sure is that the future keeps coming at us.

We are in over our heads. Many people are paralyzed by this fact, and yet so many deny it is true, but they are over their heads, nonetheless.

The Titanic was built by experts, some of whom said, "Even God could not sink this ship." Those who built and sailed that doomed ship did not think that could possibly be in any danger, because there was nothing on earth that could sink the ship. Noah's ark, on the other hand, was built by amateurs, all of whom knew the reality was that any ship made by man could sink because it was not immune to the forces of nature.

To proclaim yourself an expert breeds overconfidence and destruction. To realize you are an amateur promotes an internal realization of the necessity for adaptability. Amateurs have enough "newness" not to say, "It's never been done this way before." They don't allow themselves to be limited by what the experts "know."

Strangely, those who are really experts proclaim themselves amateurs, and sometimes tragically, those who are really amateurs proclaim themselves experts.

Paradoxically, real expertise often has nothing to do with self-proclamation. Idiots can be haughty and geniuses can be humble.

The point is that to be happy and succussful you must constantly increase your knowledge, experience, and judgment while becoming more humble in the knowledge of what there is left to know.

Unfortunately, many people will never understand this. We have all seen teenagers truly bored who have know idea what they want to do with their future. They are experts at life without having ever experienced it. Likewise, we have all seen octogenarians truly excited about the next book they are about to read or the next place they plan to visit.

Go figure!

So here's to the amateurs among us! Those who know they are in over their heads and enthusiastically adapt to each new change or challenge, and can't wait for the next one. Many of them are experts, but think of themselves as amateurs. That's why they are experts.

Do You Pass Or Use Time?

In a typical day, what do you do with your allotment of time? Your day and everyone else's has 86,400 seconds, 1440 minutes. No days, weeks, minutes or seconds can be stored for future use like dollars put away in the bank.

A friend of mine recently told me of her renewed appreciation for time, when after going through months of chemotherapy she learned that she was cancer free. My friend told that she no longer begins to look forward to weekends on Wednesday, but rather, savors the joys and opportunities each day brings.

It is easy to become consumed by your routine as the calendar pages keep flipping. Sometimes it takes a traumatic death or illness in the family or another major life change to shock us into realizing how quickly our time is passing and to evaluate what we do with it.

Here's a technique that may help:

Take a piece of lined paper and draw seven columns, one for each day of the week. In one hour increments, list the 24 hours of each day down the left margin of the page. Write the days of the week at the top of each column. In each one hour blank, write what you did with your time during the past week. Colored pens will help distinguish between various types of activities.

After you have filled in the blanks, review the table to determine how you spent the time you no longer have. How much was spent on what you had to do? On what you wanted to do? How much was spent doing things without giving any thought to what you were doing? How much time did you spend watching TV? Working? Sleeping? How much time did you spend with your spouse and children?

Now use this form to plan what you are going to do with your time next week. What do you plan to change? How can you better spend you time to achieve your goals, to enrich your family life, to develop as a person?

Whenever I think about how I use my time, I recall the words of a nationally recognized author and psychologist that I once heard speak. As he reflected on his experiences in counseling terminally ill patients in their final hours before death, he recalled that in their last conversations, "None of them ever said they wished they had put in more time at the office."

As we're nearing the end of 2006 and a new year approaches it's the right time to reflect and evaluate what you are doing with your time, because it is the most valuable possession your have.

Discovering The Beauty Within

We've all heard the old expression: "Take time to smell the roses." The power of this simple concept was brought home to me many years ago and it is something that I've never forgotten.

After getting my graduate degree I was packing up boxes and getting ready to move. I was going through some personal keepsakes that I'd collected over the years and among my momentous from my earlier years was an ugly little spheroidal rock called a geode.

As I turned over it over in my hand, it struck me how this unusual stone mirrors life. Rough and unattractive on the outside, but inside the geode is a crystal lining of quartz or calcite. Unfortunately the inner beauty of the stone will never be seen unless it is placed under stress and opened up to allow the true beauty of the gemstone to shine through.

When a geologist finds a geode, he or she may keep it for years without ever opening it to unlock its true potential beauty. The holder of the stone can only imagine what is inside.

Sadly many people are like geodes. They may live their entire lives without ever reaching their true potential because they are unwilling or unable to open up and see the dormant potential that could be released by taking control of their lives and leaving behind the ugly crust of the past.

I still have that rock and I keep it on my desk. Sometimes I will look at it and let my mind wander, contemplating the similarities between the rock and so many human beings. It is a reminder to me that the same beauty that exists in the geode lives within every one of us. We must only release our innate creativity to discover it.

When we begin to realize the inner potential that lies within us, through the application of self-development principles, new doors of opportunity are opened to us. Once we take the time to discover the true potential that lies within all of us, we will be better prepared to take advantage of this unique power and achieve our goals.

Now I'm not saying that discovering this rock is what changed my life and put me on the path to success. There were many other factors as well, but it did cause me to think more deeply and want to do more discovery into why so many people never achieve happiness and success in their life.

Through more learning and experience I was able to define my purpose. Which is devoting my life to helping people around the world uncover their true potential and use it to create a more successful and happier life.

You too, can discover a gem, if you "take the time to smell the roses," to discover and appreciate the potential that lies within you.

Working With Problem Bosses

When I do consulting work for a company one of the first places I start is with the employees. I can find a great deal about a company by talking with its employees. Often I find many employees who complain about their bosses.

They feel that they don't get the support, or their bosses demand too much of them. They often feel that they should be promoted but their bosses are holding them back, and not letting them get ahead for one reason or another. I am often asked the question; "How do I get promoted with a problem boss?"

People are promoted because they have done well in their jobs. They get to be bosses. Although they have been great at their original jobs, they may be less effective as the boss.

All bosses are problem bosses in one way or another. Your fearless leader may have many great qualities, but he or she may also have faults that are hard to live with. Here's how you can deal with some of the more difficult types of bosses.

1. A bully. If your boss shouts and browbeats, wait until things calm down before trying to be reasonable. Keep your composure and repeat a calming phrase to yourself such as, "Ignore the anger. It isn't yours."

2. A workaholic. You can find this boss at the office almost any time of the day or night, and he or she will invade your personal life with off-hour telephone calls and work demands. Get this boss to set priorities and deadlines. Make assurances that they can be met. Also indicate that your personal responsibilities are also important.

3. A perfectionist. A nit-picking boss needs something to worry about. If he or she demands that you redo a task, mention your other assignments, and ask for priorities. The boss may accept the work when realizing what other tasks could be put on hold. You can't expect encouragement from this person; you must get it from someone else.

4. Aloof. If have a boss that doesn't keep you informed, determine the best course of action. Tell your boss about it. Say this is what you'll do unless you hear otherwise.

Chances are, no matter how difficult your boss is, you are contributing to the conflict. Talk to people who know you both and get some honest advice. If you discover how you are contributing to the problem and change that, you have come a long way toward making a better boss for yourself.

Finding Real Meaning In Life

It was the psychologist Carl Jung who pointed out that most of us spend about 35 years becoming competent at something, like riding a bicycle, for example. Then we begin to ask ourselves, "Why am I riding this bicycle anyway? What good is riding a bicycle? I'm competent, but so what? What does my life mean? What does anyone's life mean?"

At this point in our lives, we begin to question the meaning of everything and anything. We look around us and see that everything important is in advanced stage of change and self-destruction. Families, ethics, business, and government organizations are splintering into catastrophe. Worse, they are being destroyed by the very "successful" people that created them.

Why are we destroying our own creations? As a people, we have achieved incredible successes, but we have lost sight of the true meaning of life. We have confused doing good things, having good things and giving good things with meaning. Doing, having and giving good things is the best way to live, but noble behavior is not the same as having meaning and purpose in your life.

We are not here by accident, every individual is here on this earth for a reason; a specific purpose. You will die, your children will die and civilizations will rise and fall. Nothing on this earth is permanent.

You cannot find ultimate meaning in the things of the world. Not in your family; not in your career, not in your fame and not in working hard. Doing so will only lead you down the seductive path of being second best, of confusing material things with the only real excellent first value, serving others. Doing something to make this world a better place for future generations.

This doesn't mean that you should give up material things. Far from it. Serving others and making this world a better place for future generations means putting things in perspective, putting first things first. As C.S. Lewis wrote, "Put first things first and we get second things thrown in; put second things first and we lose both first and second things."

When we serve others and do something every day to make this world a better place for future generations, then good things, family, career, fame, charity, money, beauty, music,knowledge and success can be held in perspective, balance and proportion. Otherwise, we make something of secondary value a priority in our life.

By all means, ride your bicycle well. Do good things, have good things and give good things. This is the way to live, but don't lose sight of what is really important. Ask yourself every morning and during the day; "How can I serve others better?" "What can I do today to make this world a better place?" Then do, and do good. Then and only then will you find meaning and discover the true riches of life.

Six Steps To Better Relationships

A recent USA Today survey on relationships found the single biggest factor that people listed as a reason for their success and happiness in their life was healthy relationships at home and at work. The survey also found the inability to get along well with others was biggest single reason people listed for failure in their life.

The results of this survey ring loud and clear. All the happiness and success we achieve in life is because of the relationships we have with other people. No one does it alone.

The better your relationships are with your co-workers, business associates, and employees the more success you will have in your professional life. The same is true for your personal life. The better your relationships are with your spouse, parents, children and friends the happier your personal life will be.

Successful relationships are the key to everything you do in life. Here are six steps you can use to build better relationships:

1. Decide who holds the top position in your life. Be selective. Usually it's your spouse. If one friend will be closest to you, choose someone supportive.

2. Give that person highest priority in your life if that's the position he or she holds. This particular person is a source of happiness for you and you must make time for him or her.

3. Communicate. When friends move away, make the effort to write letters or make telephone calls. A good friendship can last for life.

4. See the good things. Whether it is your husband, wife, child or a friend, be generous with your praise. Be cautious with your criticism.

5. Weather the storms. Any relationship will have periods of difficulty. Cultivate loyalty and stay close, especially if a friend is having difficulties of his or her own.

6. Show your concern and your love. Practice loving kindness and it will be returned to you.

A healthy relationship is worth any price. Yet it can't be bought with money. Take the time to build good friendships gradually, and keep vigilant so that you don't undermine your efforts with destructive tendencies. If you are working on reconstructing and existing relationship, be patient and persevere.

Remember, when you need to reach out for another person, it's comforting to find that someone is there for you.

Finding Happiness In Your Work

It's good for everyone to be out of work every once in a while. Yes, you heard me right. It's good for everyone to be out work every once in a while. Before you say that I'm crazy and just click out of or delete this Blog let me explain my reasons for saying this.

When you're out of work it actually gives you time to reflect on your life. It gives you time to reflect on what you really want to do with your life, on what type of work really makes you happy. When you find the work that is best suited for you, the work you love, and work that provides a great service to others, you have found life's greatest gift, happiness!

One of the greatest blessings you can ever receive in your lifetime is the privilege of rendering a service that helps other people. This brings into play the iron law of the universe, The Law of Cause and Effect. This law says that for everything you want, there is a price that must be paid. You have to give before you receive.

When we apply this law to our work it can be said this way: "Our rewards in life will always match our service." It's another way of saying, "As ye sow, so shall ye reap." Sir Isaac Newton in his laws of physics, put it this way: "For every action, there is an equal and opposite reaction."

If a person is discontented with his or her rewards in life, that person should examine his or her service. Action; reaction. "Cause and Effect." What you put out will determine what you must get back in return. It's so simple, so basic, so true, and yet so few people in this world understand it.

The Law of Cause and Effect works for businesses as well as individuals. If a business is not doing well. If it is not growing and expanding then the business needs to look a it's contribution to society, how well it is serving the people. If a person is unhappy with his or her income, that person needs to examine and reevaluate his or her service to others.

It's no coincidence the wealthiest people in the world are the entrepreneurs and the real estate developers. Why is this true? It's true because they serve the most people. The entrepreneurs build the businesses that provide jobs for people. Real estate developers and landlords provide housing for people. These people serve the most people. The Law of Cause and Effect.

It's no coincidence either that the Internet has created more millionaires in the last 10 years than the world created in the last fifty. This is because an Internet business allows you to reach and serve millions of people all over the world instantly. Again, the Law of Cause and Effect. The more people you serve the greater your rewards.

If you're worried about your income or your future, you're concentrating on the wrong end of the scale. Look at the other end; concern yourself only with increasing your service to others and your future will take care of itself.

Every morning , and during the day, ask yourself: "How can I increase my service today?" When you get in the habit of doing this every day you will have started down the road to finding happiness in your work.

It's Only Business

There are three little words which have enormous power, enough power to take the fairness out of all business dealings. These three words cause more distress and more bad feelings about business than any others I can imagine.

In every corner of society, there are people who have been slighted, mistreated, or lied to by a business they've dealt with. These people will never trust the business community because three simple words were used in defense of treating them improperly or unfairly.

If it were up to me, these three words would be stricken from the business lexicon so they could never again be used to rationalize an unfair business transaction. The words in questions are: It's only business, and they are often prefaced by the disclaimer, "Don't take this personally."

No doubt this phrase originated long ago when some over-zealous, self-centered business person used it justify getting more than he deserved from an employee, a customer, a supplier, or an investor. It's been used ever since to deny employees their due, to unfairly fix terms of an agreement, to justify faulty products, and to rationalize one-sided business dealings.

The three words, "It's only business" seem to draw a fine line between what is right and ethical in business and what right and ethical in personal life.

Why do we think we need one set of rules for one part of our lives and another set for another? If our personal code of conduct allows us to behave differently in a business situation, it should be adjusted immediately. In fact, I think the time has come to forever banish these three little words, and in the process reestablish the rules of decency and integrity in conducting business.

Every business owner, corporate executive, manager, and employee needs to challenge himself or herself to never make use of these three words again, and vow to rectify the transaction immediately if it is violated. If you ever find yourself in a situation when these three words are uttered, ask yourself: "Would I handle this situation the same way if I were not in business?

Replace for a moment the person in question with a good friend or family member and ask yourself if this is the way you would treat them in this situation. I seriously doubt that any business negotiation or transaction would ever conclude with these words: Don't take this personally, Mom. It's only business."

Courtesy Begins With You

Is the rudeness of others hurting your productivity, sales or good will? If, so your leadership could turn the situation around.

Discourtesy can't be as easily identified as defective work, but many business owners and managers admit that are very concerned about it. They know that with greater concerns for quality and productivity, and fewer people around to help them reach those goals, courtesy can fall by the way side. Business owners and managers should especially practice courtesy to set an example for others.

Here are few common courtesies that should be practiced by everyone:

* Answer your telephone promptly. Finishing a task while someone waits a dozen rings for to answer is insulting to the caller. Rather than put someone on hold, offer to call back with needed information.

* Keep appointments. If you must be late for a meeting, let others know. Everyone's time is valuable; keeping them waiting vividly demonstrates a lack of respect for their time and their priorities.

* Return phone calls. You expect your calls to be returned, so be sure to extend the same courtesy to others.

* Write better emails. Put important statements at the beginning so others can quickly grasp your point. Use courteous language. Be positive and encouraging, and don't intimidate anyone. Always proof every email you send for typos.

* Keep your promises. If you promise to do something by a certain time or date, do it. Get help if needed. Failure to deliver creates ill will and is rude.

* Never take sides. Everyone in the workplace knows politics encourages back stabbers, credit stealers and power trippers.

* Compliment someone for a job well done. Everyone needs a pat on the back. It builds up their self-esteem and makes them want to do an even better job the next time.

Common courtesy beings with you. Courtesy is not just for the workplace, rather, it applies everywhere you deal with people. When you get in the habit of being kind and courteous to everyone you deal with every day in your life, you make everyone's life better, especially yours.

Why People Do Things

Over the weekend I was talking with a client who is in management. At any given time he is in charge of training and management for over thirty employees. During our session he asked me a very profound question regarding motivation; "Why do people do things?"

He caught me off-guard with his question but after thinking about for a minute I told him that in my opinion people do things for three primary reasons: (1) People do things because someone in authority tells them they have to. (2) People do things because they feel that it is a desirable thing to do. (3) People do things because they are deeply interested and want to do them.

So let's examine the three reasons why people do things a little closer. Doing routine work comes under number one or two. We do it because we've been instructed do it, or we agree that it is a desirable thing to do, whether we like doing it or not. For example, doing housework comes under the second reason. We may not enjoy doing it, but we feel that it is desirable.

When it comes to motivation and results number three is by far the best reason why people do things. This is where people do things because they want to; because they are personally interested in doing them.

This is where effective communications and good management come into the picture. With good management and communications, people can be motivated to want to do something, to become interested in and enjoy doing jobs that they would otherwise find uninteresting and disagreeable. It is here that a wise teacher, manager, or parent can make all the difference in the world as to how a job is done and the degree or morale of the people or person doing it.

A true leader says to his or her people, "Here's what I want you do, and let me tell you why I want you to do it." When people are given good, sound reasons why something needs to be done, their attitudes become more positive. People naturally want to be of value, to be part of a team, and demonstrate they can make a meaningful contribution to the solution to a problem.

It is a fact that people are the happiest when they are doing work that calls upon their very best efforts, when they are narrowing the gap that exists between their habitual way of doing things and their true potential, when they are steadily moving toward fulfillment as a human being.

It all comes down to understanding two important factors: (1) When people are doing a job because they want to do it, and are interested in doing it, they perform at a much higher level. There are fewer errors, and whatever they are doing will be done in an excellent way. (2) The way to get people to do what needs to be done is through effective communication. Every person must be reached in a clear and understandable way.

You cannot achieve success without working with other people and as long as you deal with other people there will always be problems. That is good, because problems are a way to progress. If you understand the reasons why people do things it will go a long way in helping you achieve success in everything you do.