The Ultimate in Customer Service

I am an old movie fan, and I am also a huge John Wayne fan. Whenever I get a chance I can be found watching one of his movies. Recently, I watched The Quiet Man and was struck by the opening scene - I have attached a link here for you - The Quiet Man

What does this have to do with Ultimate Customer Service? Notice as you watch how all John Wayne wants is directions to a town. The motley crew do their best to tell him how to go, but they are too busy with their own ideas, not really listening and thinking in their own little worlds (speaking local jargon). Then notice how quietly in the back ground someone comes along picks up his bag and then takes him to the town. He is a man of action - Ultimate Customer Service.

What can you do to provide Ultimate in Customer Service? Is there someone who just wants you to take them by the hand and make something happen? People will pay well for that level of service! Are you listening to your customers and giving them good information? Are you speaking in jargon?

If you haven't seen the movie, it is worth getting. It is a classic and a keeper. I find many parallels to business through out the movie, but it is also just a fun movie.

A Stop Doing List - What a Concept!

In our society we get caught up on doing so much that we keep list after list of things we need to do. In business it is very much the same. Most people mistake activity with productivity. Interestingly enough, Jim Collins in Good To Great noted the companies that make it to great learn not only what to do but what not to do.

Today I received a call from one of my first clients. We met at a Chamber Business Expo in 1994 and have been working together ever since. He asked me if I knew anyone who could handle the bookkeeping end of his business. He was throwing his hands up in disgust. He was done trying to do everything himself. Of course I had a great contact for him.

For me it was a valuable reminder of two things:

• It pays to be a human Rolodex! One of my gifts has been, when my clients need something done, they call me first to see if I know anyone who can get it done. I have always made it my business to meet contacts, get to know what they do and then refer them when appropriate.
• When you outsource the areas of your business that don't make you money but actually cost you time, you can focus your effort and energy on making money in the areas that you can make the most money.

So while you are creating your to do list, make sure you start a stop doing list. Enjoy and be profitable.

Virtually Yours

It's true, you can run a business and never leave your office. I have the pleasure of working with a new client who happens to be located about 500 miles away. We have never met in person, it was a referral from a happy client. What makes this so nice is that I never asked for the referral. It came all on it's own. My client was talking to an associate and marketing came up. He then mentioned what I was doing for him. Next thing I know I am working this his associate. So remember two things:

• First, if you have a phone and the internet, you can do business anywhere with anyone.
• Second, if you take care of your clients, they will take care of you.

Have a great day, where ever you are!