Serving or Self-Serving

#FridayFlashback

“It has always been my belief that a man should do his best, regardless of how much he receives for his services, or the number of people he may be serving or the class of people served.” - Napoleon Hill

It has been a bit spotty of late in getting my blog articles out. There are changes on the horizon for me and those have kept me quite busy. So I am working to get back into a regular pattern of writing so stick with me folks.

Today I wanted to ask a couple of questions;

Regarding your business or job
- Is customer service really at the core of your business or simply “lip” service?

Regarding your everyday life
- Do you live in service to others or are you simply living for yourself?

In your business (or job you work at), the time has come to realize that the ability —or inability— to serve customers in a way that is consistent with meeting and exceeding their expectations is the biggest differentiator which separates a successful business from others. The same is true in your personal life. Serving others before self will have a dramatic impact on your life and the lives of those around you.

It is the difference between living life and living your best life.

Now is the time to transform customer service from a one-dimensional, one-directional exchange into a fluid and integral part of your life. There are basic rules for transforming your life and business and it begins with serving others.

Life has a lot to do with the “CUSTOMER EXPERIENCE” you provide.

Remember today is the day you felt a drop of rain splash down on your forehead. Is it time to build that ark, Noah? In other words, today is the day to start making a change.

Elevate “customer service” (serving others) into a front office mission critical strategic imperative. Make it a strategic part of your everyday life.

Stay inspired my friends.

Friday is Good

“You will rise by lifting others.” - Robert G. Ingersoll

This day, Good Friday to Christians around the world, is a day in which one man gave his life for all of us. It was the ultimate sacrifice for others. I am not here to sway the religious or non-religious of this day or even Easter. I am writing to state that goodness can come from helping others. That a series or even single sacrifice can change the world.

Does that mean run out and die for all of mankind?

There is possibility in both the religious and philosophical view into why service to others is a good thing. From a religious perspective, we know that Jesus preached of love and the lifting of others. In the finite terms of our own human life, will not making life better for others make our own lives more fulfilling? Is there not something in that for both those whom believe and those that do not?

What then is the reason for our existence?

Whether you believe in creation, evolution or some combination of each; we have the ability to reason and wonder what purpose we are in being here. We can bring purpose to our existence, if only for the shortness of our natural existence. There are many that live a life of always taking, of never giving back, of constant hate or disregard for others. We can live of life of giving, of constant love and compassion for others. We can make life better. We can create purpose to our lives.

There can be purpose to your life.

For me, there is purpose to that man who died on a cross. For me, there is something beyond what exists here and now. But for me, I also believe that I can make a difference while I am here. That I can make life better for others and for those to come. That my children and their children will benefit from what I have done in this lifetime. I can create purpose for my life by helping others.

You can also have an impact on the lives of others, on your children, their children and humanity. It does not take being crucified, nor does it take the wealth of kings. All it takes is love and lifting others. You can create purpose to your life.

Stay inspired my friends!

Behind the Counter

"Happiness... consists in giving, and in serving others." ~Henry Drummond

There is a gentleman that works in one of our corporate campus cafeteria's. Each and every week day he is there, behind the counter for breakfast and lunch. A smile on his face, a pleasant conversation for anyone that approaches his counter.

Its easy to think that his life is confined to a hot grill and condiments for building masterful sandwiches. We can tend to pigeon-hole people into a particular life by merely viewing the cover of the book. But when you read and find out more of this man's life, something greater emerges.

This particular man has a number of children, quite a bit of activity with them and his church. He truly sounds like a man that has it all when you listen to him speak. And all the while, he serves hundreds of people each and every day but feels he has it all.

Each of us have much more in our lives then we ever seem to admit. But if you sit back and examine what you do have, then you will probably find that you also have it all. Then take another look and see what you do in life; you are probably serving others in some form or another.

There will be times when you are served, but most of your life is spent in service to others. You can complain and whine about it, or you can embrace it and know that in service to others you will get tenfold in return.

The man behind the counter serves others at work, he serves his children, his spouse, and his God. But his attitude tells me that he receives so much more in return by serving others.

Think about how you serve through out your day...then see how much you get in return for all that you do.

Customer Loyalty

I read an article recently in Executive Travel Magazine that spoke to the idea of why you should care about customer loyalty. It offered eight areas that you should look at when it comes to your customers.

Thinking about customer loyalty is not just a business owners concern but should be a concern of anyone that with people. It could be through your church, your civic organization and even you as an employee should care.

There is a discussion in the article Keeping The Customer, which gives you some points to ponder. It reveals the age-old business 80/20 rule is still valid, not only for business but for most any organization (volunteer or other). This rule says that 80% of your revenue (or volunteerism) is generated by 20% of your customers.

Keeping those 20% loyal and happy is important to the health of your organization. But think of the potential which exists within the other 80%. Don't neglect that other untapped area.

So how do we do this...build customer loyalty. The article provides the following 8 ways;

1. Develop employee loyalty first - customers can tell when your own employees are not happy.

2. Invite customer criticism - it may hurt, but you will learn quite a bit.

3. Increase responsiveness - don't let issues linger, the longer you wait, the more people will leave.

4. Work to win back lost customers - they may have left, but showing you want them and giving them reason to return will go a long way in winning customers back.

5. Equip your front line employees - give them the ability to make decisions, to get a answer up front for the customer.

6. Use multiple channels of service - offering various methods of contact; automated-phone, real-person phone, email, website all with the same level of service wins people over.

7. Protect your most loyal customers - that 80/20 rule, create enhanced service levels for those 20%, protecting your most loyal customers protects 80% of your revenue.

8. Observe your customer's buying behavior - how and why do customers come to you with there business or organization.

The author, Jill Griffin says the key rule of loyalty is, "serve your employees first, so they, in turn, can serve your customers." Loyalty doesn't happen in an instant, it builds over time. Very hard to earn but easy to lose.