Taking it To the Bank

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imageAs a kid, I had a piggy bank. I don’t remember where it came from, but I do remember the thrill I would get each time I dropped a coin into it. I couldn’t see inside, and it didn’t have a plug in the bottom; so I had no way of knowing how much money I had collected. Occasionally, I would shake it, but the only way to know how much was in there would have been to break it open. And I didn’t want to do that until I knew I had filled it up. I knew that once I had put everything I could into the bank, I would have something extremely valuable. So every chance I had, I dropped another coin in.

In a sense, each of us has an internal piggy bank. Each encounter with another human being has the potential to impact who we are and how we see those around us. Positive encounters result in deposits being made. The more positive the experience, the more is deposited and the more our internal balance of positive experiences grows.

Negative interactions on the other hand, are like shaking the piggy bank upside down until change falls out. They are jarring and disorienting. They result not just in a diminished balance, but in an unsettling of what remains. And in the end, there’s a void; a space that has to be filled back in before the balance can start growing again.

But there’s a significant difference between our internal piggy bank and the one I had as a child. You see, each time you make a deposit into someone else’s bank; your balance grows by the same amount. Sometimes it grows by more. Each time you do something for someone else, each time you serve them, you benefit. The more you give, the more you get.

And of course, the opposite is true as well. Each time you shake someone else’s piggy bank – each time you withhold service or leave them with a negative perception of an interaction with you – your balance diminishes at least as much as theirs does. Sometimes you lose more.

When you think about it, the best way to grow your own balance is focus on growing someone else’s. If you sit around waiting for someone to put coins in your bank, you could be waiting a long time. But making an investment in someone else always pays off.  The more you invest, the more you stand to gain.

Take a look at your customer. Take a look at your coworker. Is your relationship with them not as rich as it could be? Maybe it’s time to make a deposit.

The best thing about filling a piggy bank is that it doesn’t require large deposits. Just a few coins here and there will fill that thing up in no time. I bet if you checked you’d find you have a little to give right now. Why not invest it today?

Service Starts With Me

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SmileyIt’s Customer Service Week, an annual recognition of the contributions made by individuals whose primary job is to support the customer. It was first introduced in 1984 and made official by President Bush in 1992. In his proclamation, Bush said,

“A business will do a better job of providing high quality goods and services by listening to its employees and by empowering them with opportunities to make a difference.”

 When you think about it, there are really only two types of jobs.

The first is on the front line. It’s the person directly involved in serving the customer – the one taking orders, answering questions, and handling complaints. As the face of the organization, they operate on the line of fire. They never know what’s coming at them next. Will the customer’s issue be easy to handle, difficult, or impossible? Will the customer be agreeable, distraught, or irate? Regardless, they have to be ready to engage and focused on a positive outcome.

The second type of job is less visible, but no less important. It belongs to the person providing support behind the scenes. While they may never be seen by the customer, their performance can make or break the customer experience. They have to get their part right. If a process breaks down, so does the customer’s perception of the organization. If their interaction with a front line coworker is negative, those emotions get passed on to the customer. Just because they aren’t seen, they need to perform as if the customer is watching their every move.

Two jobs, one goal. When I first realized this, it really made me think. I realized that regardless of my role in the organization, responsibility for the customer’s perception of the service they receive rests squarely on my shoulders. There can be no slacking off. I’m either impacting the customer directly or indirectly. In other words, service starts with me.

This concept scares a lot of people. Maybe it scares you. A lot of people don’t see themselves as service providers. In fact, many have fled customer-facing jobs in the hope of avoiding service-related interaction with others. But unless you choose to live the life of a hermit, you interact with (and therefore impact) other people. If you aren’t affecting them positively, you’re affecting them negatively. There is no middle ground.

Fortunately, providing great service isn’t that hard. In fact, the first step is so easy most people overlook it. Are you ready? Here it is … Smile.

That’s it. A simple smile is all it takes. If there was ever a silver bullet for service, this is it. A smile puts you in the right frame of mind to serve other, regardless of your role. When you smile (even though you might not feel like it), you take control of your own emotional state and tip the scale toward a positive outcome. It even works when you’re in the role of the customer. Approach the interaction with a smile and, regardless of their attitude, the other party is impacted in a positive way.

A lot of people bemoan the state of customer service in our country. As your week unfolds, I hope you’ll spend some time reflecting on the nature of service and the important role you play. And I hope you’ll accept this three-part challenge:

  1. Thank the service providers you encounter this week.
  2. Adopt the mantra “Service starts with me.”
  3. Smile.

Happy Customer Service Week.

Of Pirates & Doughnuts: Turn Your Next Transaction Into an Experience

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imageDid you know that Friday was “International Talk Like a Pirate Day?” I wouldn’t be surprised if you’ve never heard of it. After all, it’s not an official federal holiday. There was no big retail push and banks were open for business. I almost missed out on it myself.

International Talk Like a Pirate Day started as an inside joke between two friends – John “Ol’ Chumbucket” Baur and Mark “Cap’n Slappy” Summers – from Albany, Oregon. According to the official website (www.talklikeapirate.com), the two were playing racquetball when one of them responded to an injury by shouting “Aaarrr!” They decided then and there that everyone should take one day out of the year to talk like a pirate and claimed September 19, 1995 as the inaugural celebration. It’s gained in popularity every year since.

I learned about the celebration a couple of weeks ago when I stumbled upon a promotion from Krispy Kreme Doughnuts. They promised to give anyone who came in and talked like a pirate a free doughnut. If you went so far as to dress like a pirate, they gave you a free dozen doughnuts. So on Friday, my daughter Abby and I stopped by our local Krispy Kreme and walked out with a free box of doughnuts.

What a great promotion by Krispy Kreme. In a time when so many businesses are struggling to attract customers, they found a way to draw people in. And, they adhered to the three elements of a viral campaign I mentioned a couple of weeks ago. All it took for me to participate was a doo rag and an eye patch. I laughed along with the employees and other customers who chose to come in. And because Abby was with me, we now have a great father/daughter memory to share.

What I particularly liked about the Krispy Kreme promotion was the way they involved the customer. Instead of simply issuing a coupon, they asked customers to join them in celebrating. This transformed the act of buying doughnuts from a routine business transaction into a shared experience. It didn’t matter that the holiday wasn’t official. The holiday merely provided an opportunity for some magic to happen.

We typically think of our time with the customer as a transaction rather than an interaction. But any business can conduct transactions. Think about how many places there are to pick up doughnuts. When you move from transaction to interaction, though, you give the customer something extra – something they can’t get anywhere else. Your product may be a commodity, but you aren’t. Customers can’t have the experience of interacting with you anywhere else.

Every time someone walks through your door is a chance for something special to happen. You have the potential to create a shared experience, and a reason for them to come back. Now that’s something to celebrate.

A Community of Service

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RosetoOn the eastern edge of Pennsylvania, about 15 minutes from the Delaware River and the state of New Jersey, lies the small town of Roseto. It was founded in the late 1800’s by Italian immigrants who settled to work in the local slate quarries. Roseto would go largely unnoticed until 1961, when a chance meeting between two doctors catapulted the town into the spotlight.

Dr. Stewart Wolf, a cardiologist and Head of Medicine at the University of Oklahoma, had just delivered a presentation on trends in heart disease and heart attacks. Roseto’s resident physician was in the audience and approached Dr. Wolf with a shocking observation. Heart disease rates in Roseto were half the national average. Furthermore, he could not recall a single instance of heart attack within the high-risk 55-64 age group during the past decade.

After additional discussion over a few beers, Dr. Wolf knew a more thorough investigation was needed. He and a team traveled to Roseto and began a multi-year study of the town’s inhabitants. A study of death certificates for the prior 30 years confirmed the doctor’s statement. Incredibly, Rosetans displayed an odd resistance to heart-related illnesses. Other communities located just minutes away looked statistically identical to the rest of the United States. What could possibly account for the uncharacteristically good health of this group?

First Dr. Wolf looked at diet. But that wasn’t the answer. Rosetans ate traditional, high-cholesterol Italian foods. Sausages, salami, and meatballs were all fried in lard, and coupled with hard and soft cheeses. “Fat-free” was nowhere to be found. They also drank wine with every meal.

Next, Wolf studied their work conditions. The men, always the most at-risk for heart attack, worked long, hard days in the quarry. They came home coughing from the dust and chemicals used in the mining process. At home, they relaxed with old-style, unfiltered cigars. Aside form the work in the mines, there was no standard of exercise.

For years, Dr. Wolf and his team scrutinized every aspect of life in Roseto, trying to account for the unusually healthy inhabitants. Nothing about their diet, working conditions, or even the environment provided a clue. Then one day, he looked beyond the physical attributes of the town and turned his attention to the intangible.

Families were close-knit. Townspeople favored local businesses over larger retailers in nearby towns. There was virtually no division based on wealth. Neighbors knew each other and came to each other’s aid. Stress was virtually nonexistent.

Roseto had no crime. Zero.

In fact, everywhere he looked, Wolf saw townspeople helping each other. Rather than occupying themselves with their own gain, Rosetans seemed to be keenly focused on helping each other. No one in the town was a stranger. No one felt alone.

And a thought occurred to Dr. Wolf. A strong sense of community breeds healthy individuals. People become stronger and healthier when they band together for the common good. A community built on service will thrive despite overwhelming obstacles.

Sadly, change came to Roseto. By 1970, the strong sense of community had eroded. Young people left to pursue careers elsewhere. Outside influences changed the socio-economic makeup of the town. Fences and country clubs began to appear. Rosetans started to look and act just like people everywhere else. In 1971, the Roseto saw its first heart attack under the age of 45. Today, the town’s rate of heart disease looks just like anyone else’s.

Serving With a Smile (When You Don’t Feel Like Smiling)

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Hope LodgeWednesday evening I left work and drove to the American Cancer Society’s Hope Lodge here in Lubbock. The Hope Lodge provides free place for out-of-town cancer patients to stay while they receive treatment. This removes a significant financial burden on the families of these patients and allows them to focus on their health. My wife and I, along with several other couples, volunteer by preparing meals for the guests and hosting weekly “dinner parties.” Wednesday night was our team’s turn to serve.

But I didn’t want to go.

I was tired. I’d had a long day – you know the kind – lots of phone calls and emails. I had someone working on my sprinkler system and was anxious to check on the progress. I’d had something to do every night for the past several days and really just wanted to collapse on the couch. The thought of spending three hours on my feet to serve total strangers just didn’t seem appealing.

I’ve written before about the rewards of service. I know that focusing my energy on activities that benefit someone else has a myriad of benefits physically, emotionally, and even spiritually. But all that’s hard to think about when you’re already drained and craving some down time. How do you serve others when all you want to do is plop?

I think there are three steps to preparing your head for service when your heart just isn’t in it.

1. Remember why you’re serving. Service is for the benefit of those on the receiving end, not the giver. If your mind is set on your own comfort or enjoyment, then you’re not ready to serve. In order to give your best, you have to push your “self” out of the way and focus your attention on “others.” I’m not saying service should be a chore, or unenjoyable. But if your reason for serving is self-gratification, then you’re missing the point and will always have something you’d rather be doing,

2. Commit to giving it your best any way. This is a core value you should carry regardless of the task at hand. Like the saying goes… “If it’s worth doing, it’s worth doing right.” If you’re putting in the time, make the time count and give your “all” to the service you provide. Regardless of your mindset, your performance speaks volumes about your personal integrity and those you represent.

3. Fake it until you feel it. It’s funny how easy it is to manipulate your own emotions. You are the single best influence on your state of mind. Why let someone else, or circumstances beyond your control dictate how you feel? So listen to a motivational CD. Pump up your jam on the radio. Do whatever it takes to get your mind straight and then fill in the gap with determination.

Back at the Hope Lodge, I sat in the truck for a few minutes. I closed my eyes and let my mind make the transition from work to service. Then, knowing I was serving for the right reason, and having committed to giving my best; I forced a smile onto my face and walked inside. I didn’t have to fake it for long.

I had a great time. My friends and I chatted and laughed as we served other people. The guests who came to dinner were extremely grateful, as they always are, and my spirits lifted. As we left a few hours later and headed home, it was hard to imagine I’d had such a pessimistic attitude when I pulled into the parking lot. And this time the smile on my face was genuine.

Who Ya Gonna Call?

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Trailer AxlesRemember the movie “Ghostbusters?” What about the theme song, written by Ray Parker, Jr.? Well believe it or not, the movie is 30 years old – I’ve had the song stuck in my head for a few days thanks to an unfortunate accident.

I was towing a smoker to a group camp out. Approximately 15 minutes from my destination, I glanced in my rear-view mirror and saw black smoke pouring from the back of the trailer. It seems one of the axles had cracked, causing the tire to cant inward and rub against the inner fender well. The smoking was the result of the tire melting from the friction.

I quickly pulled over and, after letting the wheel cool down, jacked up the rear of the trailer to get a better look at the axle. However, as soon as the weight shifted, the axle snapped in two. I guess I was lucky. Had the axle broken at 70 miles per hour, my weekend could have taken a particularly nasty turn.

But there I was, stranded on the side of the road. The trailer was too heavy to pull on only one axle and, try as I might, I couldn’t bind the broken one to the frame well enough to keep the tires straight so I could limp into town. I sat inside the truck to cool off and think. This problem was bigger than I could solve on my own. So I asked myself “Who ya gonna call?”

A lot of our customers ask themselves the same question. Every day, people in our communities find themselves in a variety of situations with no easy way out. They need a friend. They need an advocate. They need an expert (or at least another brain to help them determine the next course of action). In short, they need someone who will answer when they call. That’s where you come in.

You know, it’s easy to become jaded about the work you do day-in and day-out. It’s easy to get cynical and bored and apathetic. After all, answering the same old questions and dealing with the same old issues becomes a chore after a while. So it’s no wonder we grow weary of the daily grind. It’s no wonder we sigh and roll our eyes when yet another customer calls with the same question we’ve answered 100 times already today. That’s what happens when the job becomes routine.

But it’s not routine to the customer.

The same situation that’s a no-brainer to you is a gut-wrenching crisis for your customer. The decision that needs to be made is an easy one for you, but it’s monumental for them. And even though you’ve answered the same question 100 times today, it’s the first time your customer has had to ask. In order to provide the best possible service to your customer, you have to take off your shoes and put on theirs. Because its only after you understand what your customer is feeling that you can truly begin to serve them.

I got lucky. The first friend I called immediately dropped what he was doing and came to help. And he didn’t show up alone. Three other guys came with him. Each one of them knows what it’s like to be stranded, praying someone will come and help you out of the jamb. Together we were able to develop a plan to fix the smoker and salvage the weekend. The next time I’m in trouble on the road, I know who I’m going to call.

What about your customer? Who are they going to call when the next crisis hits?

Doctor’s Orders

Posted on by Scott

Andrew ScrubsI recently read that 80% of U.S. adults do not meet federal recommendations for aerobic activity and muscle-strengthening exercise. In other words, they’re out of shape. Sadly, I’m one of them.

Now, before you get the wrong idea; I’m not a total couch potato. I spend a lot of time outdoors through my involvement with the Boy Scouts. In fact, my son Alex and I are about to leave town for a two week backpacking trip in the mountains of northern New Mexico. But unfortunately, I don’t get out as often as I’d like (or need) to. And the closest I get to regular aerobic exercise is watching “The Biggest Loser” with a bowl of ice cream in my lap.

I’m not happy with the way I look or feel – haven’t been in a long time. Just like most of the other people making up the 80% in the opening statistic, I know what to do. I’ve just lacked the motivation to do anything about it. Sometimes I ask myself “What will it take for me to change? Perhaps if a doctor were to deliver some bad news, it would inspire me to get serious.” Well last month I got my wish.

One minute, I was conducting a webinar. The next, I was doubled over in pain. It got worse and worse until I finally went to the local walk-in clinic. After a number of tests and a trip to the emergency room for a CT scan, I was diagnosed with kidney stones. I was treated with intravenous fluids and pain medication. If you know anything about kidney stones, you know they’re not life-threatening, but cause a great deal of pain. Furthermore, they can be symptomatic of larger health problems.

My doctor shared that I was at risk for additional kidney stones and suggested I make some changes in my diet and level of activity. Nothing he suggested was new to me. But thanks to the pain I’d just gone through, I committed myself to acting differently going forward. I’ve been drinking more water, watching what I eat and moving more – not rocket science; just simple actions I’ve known about all along.

Sometimes we have to receive some bad news before we make even the most simple changes. Operational tweaks, management priorities, even basic acts of customer service – they’re all easy to ignore, overlook or put off. But in the face of negative feedback, the basics take on a renewed sense of importance.

Earlier this year, I helped an organization develop a set of Customer Experience Standards. The standards outline basic expectations regarding how customers and coworkers are to be treated. Nothing included is revolutionary. In fact, most of the document is common sense – many employees even complained about the simplistic nature of the contents. As a result, some chose to ignore them or assumed they were covered.

About a month ago, they introduced a customer feedback survey and the results began pouring in. As you can imagine, some of the feedback was negative. Time will tell if the pain of negative feedback is enough to finally motivate them to action.

How do you react to bad news?

The Sacrifice of Service

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american-flag-1Like many businesses across the United States, we are closed today in observance of Memorial Day. This holiday serves to commemorate the men and women who died while serving in our nation’s armed forces. However you utilize this time off, please take a moment to pay your respects to those Americans who made the ultimate sacrifice for our freedom.

Serving has always been about sacrifice. Whether its serving your country, your customers, or your employees; real service is more than just a job. Sure, you may be paid to work in a service occupation. You may serve out of obligation. You may even be forced to serve against your will (my kids would nod their heads vigorously at this point); but that’s not what service is about.

The word “servise” first entered the English language in the early 1100’s it referred to a public celebration of worship or an act of homage to God or a guest. So service is something we extend to someone else in order to honor them. As service providers, we should place the one being served in a position above our own. We’re supposed to serve from the heart.

Somewhere along the way, our culture began to view serving as an obligation rather than a choice. We’ve replaced the idea of service with the concept of servitude. Is it any wonder that good service is hard to find?

What if we made a conscious decision to return to the true meaning of service? What if each and every one of us reading this decided to approach service as an act of homage and celebration vs. a job? What kind of impact would that have on our business? What kind of impact would that have on us?

The men and women we honor today gave their all in pursuit of service. Should you and I really be expected to give anything less? Let’s agree to honor them by honoring each other. Happy Memorial Day.

The Rewards of Service

Posted on by Scott

2014 Autism WalkA couple of weeks ago, the Burkhart Center for Autism Education & Research held their annual Walk for Autism Awareness. This fantastic event draws people from all over Texas to celebrate the lives of those who are touched by Autism. I was there with Boy Scout Troop 157. Since 2010, we have supported this event by providing the muscle needed to set up, operate and take down a variety of areas. What began as one scout’s Eagle project has turned into an annual opportunity to serve.

Every year, I am surprised by the number of scouts and scout leaders who show up to help. After all, this isn’t an easy job. The Walk starts at 2 pm and ends at 4:00, but we start setting up at 10:00. We usually break the day into shifts, allowing the guys to choose when they want to serve. Typically though, almost everyone shows up at the beginning and stays until the end, giving up their Sunday of rest in exchange for manual labor and sunburn. And they’re happy to do it.

But why?

It seems there are a number of benefits to serving others. For instance, a great deal of research over the past 20 years reveals significant health benefits associated with serving. Studies show people who serve live longer, recover faster from chronic or serious illnesses, report fewer instances of depression, handle stress better and demonstrate stronger resistance to disease. Serving others keeps you healthy.

But I think it goes even deeper than that. Serving others addresses a deep need we all have to fulfill a higher sense of purpose. Humans are inherently selfish. But there’s a void that can only be filled when we shift from selfishness to selflessness. We need to give of ourselves to be fully satisfied with ourselves. Serving is good for the soul.

So whether you’re serving your community, your customer, or your coworker – keep in mind that you get what you give.

Winning Against the Odds

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battle-of-pueblaThey were outmanned and outgunned, but the Mexican troops made up for the lack of numbers and firepower with grit and determination. An expensive civil war had left Mexico in debt to Britain, Spain and France. But shortly after the war ended, Mexico was forced to suspend repayments in order to rebuild their infrastructure. This didn’t make their benefactors happy and now the French were coming to either collect or take over.

After suffering heavy casualties, the Mexican Commander General, Ignacio Zaragoza Seguin, withdrew his army to Puebla. The small town was still heavily fortified, having survived the civil war, and Zaragoza’s troops immediately began additional preparations, digging trenches to connect the two hill-top forts sitting just north. When the French force of 8,000 infantry and cavalry arrived on the fifth of May, 1862, they assumed their victory would be swift. The inferior Mexican garrison of only 4,000 men now had no way to retreat.

 But when a show of arms failed to intimidate the Mexican troops, the French attacked. They foolishly expended most of their ammunition in an initial, ill-timed advance and quickly ran out. They were surprised by the strong showing put forth by the Mexican army, who spilled out of the forts and fought hand-to-hand on the hillside between them. After three infantry advances the French retreated, having lost more than five times as many men as their underestimated foes. Today, El Dia de la Batalia de Puebla (The Day of the Battle of Puebla) is known simply as Cinco de Mayo, and serves as a reminder of the power of determination and teamwork against overwhelming odds.

Sometimes it’s easy to lose hope when faced with a foe who seems to have everything working in their favor. The competition can seem too organized, prepared and well-funded. But history is full of stories illustrating the power of the underdog. Those who most desire to win the day often find that their own creativity and ability to pull together are all they need.

Who’s your biggest competition?

What advantages do they have over you?

How can your team overcome the competition despite their apparent advantage?