Is your team on your team?

Well if it isn't you're in big trouble!

I was reading a Zig Ziglar article the other day and this point jumped out at me. How true I thought.

More and more we are seeing managers and business owners pulling their hair out, frustrated at their staff going in different directions and missing their targets.

Good business starts on the inside. Your team must believe in you and what you are trying to achieve. 

“The belief in the value of what you do or sell has to be so strong that everyone who comes in contact with a customer exudes confidence in the company and the product”.

When this is the case everyone is prepared to pitch in.

If your team is not on your team – STOP!  Step back and take 5 minutes to reset for yourself the goals for your business. Detail it out in a One Page Plan: the Now – Where – How.

Share this with your team and work together to plan the route to get there. Then set them free on meeting the needs of your customers through your product or service.

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Customer Service Online

There has been plenty of talk recently, and in some cases tears, about online business taking custom away from the retail store. But here's something to consider. How long will the party last if these online retailers fail to deliver on customer service?

If like many, you are an online purchaser, chances are the customer service experience has been either poor or non existent. There are notable exceptions, but they are rare.

The big danger nowadays is that the ticked off shopper can instantaneously tell hundreds, sometimes thousands, of their online friends an inflamed account of their experience, worsened by the fact that it is near impossible to have it disappear.

The flip side is to make the customer experience exceptional. It's the simple things that make a difference so start there. Here are some suggestions.

Address concerns and complaints with personal phone calls and people who can speak firsthand about orders. Don't put people on hold 'forever', it's incredibly annoying. And don't transfer them around departments, get them to the right person sooner. Keep customers up-to-date with their orders and address them by name with all correspondence. Make sure your contact details are current, easily located, and that there are people on the other end who are available to help.

Good customer service does not need to cost the earth but it can pay you back ten fold in more ways than one.

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12 Days and Still Smiling!

A few weeks ago in WA, I ventured into the heart of Northbridge to find somewhere to eat. Lots of options but not much that raised my interest until I stumbled on Aisuru Sushi.

With it's bright new interior and clearly definable prescence on the corner of James Street, I sensed something special and I was not disappointed.

As I opened the door, staff members looked and smiled at me, the customer entering their domain. "Welcome," the chef smiled from behind the counter. 

I sat down and was immediately greeted by a cheerful waitress who said "Thank you for joining us and welcome to Aisuru." She explained the menu and left me to read on. As I sat I was also welcomed by a clean-cut almost lawyer-like young man who clearly had some involvement in the restaurant.

I choose my meal and had it reviewed on a iPad right in front of me, pictures and all!

After one of the best Japanese meals I have ever had, I got up to pay. At the cash register of this beautiful establishment I was once again greeted by my professional host.

"How was your meal?" he asked. "Exceptional," I said. It was here the real story unfolded.

Ken Wong, the son of a Hong Kong restaurant family is a trained and qualified lawyer and up until 12 months ago was practicing in Perth. He decided one day to leave his life as a lawyer behind, and peruse his passion and heritage for fine dining. His first restaurant had been open only 12 days and I have no doubt it will be a roaring success.

After a great chat I thanked all the staff who wished me all the best and a big please come back smile.

What we can learn from Ken's journey so far?

What ever you're doing now, if you are not a 100% passionate and committed to it get out and find the passion. The most successful people in the world have one common thread, unwavering passion for what they do.

Smiles work! Get your people happy, engaging and smiling. Hire smile attitudes not sad ones.

Despite all the wonderful fit out, the incredible food and the position, it will be the attitude of Ken and his staff over time that will mean long term success and awards.

Well done Ken you are a sales cat and a star!

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Customer service excellence, a muffin and a sticky note works!

In early March I travelled around Australia delivering the 'AVBA On The Move seminar series—Selling Is Not A Dirty Word' program.

Throughout the journey I made some interesting observations.

While in Northbridge, Western Australia, I stayed in a hotel which demonstrated how easily you can go from Hero to Zero in customer service.

Upon checkout, and after settling my account, I was informed there was a bar charge for three local beers that night. $27 – I was shocked! Not because of the price, I could buy a slab of imported beer for the same amount, or because of the sign at reception advertising 'Take a 6-Pack to Your Room for $20.' No, I was unimpressed at the sour face and angry defense at my query on the price. I reluctantly paid and told them they should remove the confusing advertising sign.

Raving Fan scale down to minus 2 on this hotel.

Composing myself we began the seminar at the same hotel. During the morning break I collected myself a cup of tea and a muffin which, unfortunately, I had not had time to touch.

As we broke for lunch the staff began refreshing the room. I commented to one as he took the muffin away that I am sorry I did not get to eat it as the session had been so busy. He asked me "Can I get you a fresh one?" "No, no," I said "It's OK."

Upon returning from lunch, there on my table was a cling wrapped muffin and a sticky note which read "Enjoy" and a smily face. Ahhhh... my faith in exceptional customer service in Australia was reignited.

Raving Fan scale now a high 8.

Was that simple act in the induction manual? No. Was that random act of kindness discussed in the staff meeting? No.

It was a choice of attitude in a human being to do better and go beyond text book process and basic service.

No matter what you build, how well you paint it, how far you promote it, your strategic advantage will always come down to how well your people smile, engage, go over and beyond on the little things that matter, like a muffin and a sticky note.

Well done Andrew at All Seasons Northbridge.

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It's agony buying from you!

Following a recent atrocious experience I appeal to all customer driven organisations to improve their operations.

As a devoted Essendon Football Club member, the new AFL TV rights deal means we must have FOXTEL to view all games live. So begins the installation agony...

Over two months we have, at last count, spoken to 16 people, had four separate visits from tradespeople who were unable to proceed without further authorization and spent collectively over three hours talking to automated voice machines and call centre staff. 

Last night, at the end of our tether, I spent 67 minutes on the phone trying to find someone in FOXTEL to care about and consider the challenges we were having with a sympathetic ear. 

Over an hour later one person finally said sorry. He worked through my concerns and then, wait for it, he asked me to ring back again in the morning because everyone in the orders department had gone home! I said "If I have to ring back in the morning it will be to cancel the order!" He agreed to try and get a message to them (maybe tie it to a stone and throw it). 

Clearly, their business has become so bureaucratic and process driven they have lost focus on the kind of business they are in, the customer business.

This got me thinking. What if they tried buying from themselves? How do you keep the human element to sales and service in this cost down economy?

What was sadly lacking here was:

• Someone to truely listen
• Someone with an intent to solve and help make customer satisfied
• A process that allows common sense and doing the right thing as a norm
• The ability of a manager to take control and change the outcome to a happy one.

Proctor and Gamble have just spent millions getting the full story about their customers on a number of products with stunning sales results. Once they let customers drive the innovation and sales model they could deliver a product and service that matches.

Here is a test for today. Go undercover for a day, try and buy from your own organisation and see how it goes? Document the experience and process map it. Then feed it back to all in your business so you get better. 

Secondly, look at how you can ‘humanise’ your business again. In this new world of economic uncertainty and volatility an understanding, active listening and commonsense approach to serving your customer could just become a modern day competitive advantage.

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When the Red, Red, Robin of Customer Service Stops Bop, Bop, Bopping Along!

I've just spent a day in Brisbane coaching a Sales Cat in the field. This company sells into retail so I spent a lot of time in Northern Brisbane shopping centres. About 20 days out from Christmas, I had mixed expectations of the day. Kids, mums with babies in Santa’s arms did come to mind!

But something far more sinister became blatantly clear as the day rolled on. If retail selling and customer service continues down this path a much larger online Armageddon will result. 

Shop after shop, stocked to the ceiling, poorly laid out and lacking any good or helpful displays. Grumpy, dismissive staff, too busy to serve let alone notice you've entered their store. 

“Sale”, “Discount”, and “Reduced” signs of panic and desperation are everywhere, accompanied by the wails of “the internet and economic environment is to blame”… Bullshit!

Sure these factors are having an effect but they are not to blame. Not recognising the one clear sustainable competitive advantage of the bricks and mortar retail store – customer service – is crippling them more so.

In one day I observed many young, untrained staff doing ‘their job’. That’s right, their jobs! Stacking shelves, collecting orders, panicking and being busy. Rarely did I see anyone openly ‘engage’ customers to persuade, develop and encourage emotional or at least inspirational purchasing. 

Modern retailing requires them to do more than just their jobs. They have to ask questions, care, and be present in the moment. Be cheerful, energetic and most of all proud and enthusiastic about the brand’s store. Just give a !@#% would be a start!

While sitting at The Coffee Club I decided to prove a theory to my trainee. Across from us was a store named Robins Kitchen. 

“Let’s see what happens if I walk into that store shall we,” I said, and to his enjoyment, did!

I walked in, walked around and passed the counter twice!

Past four staff with no response!

I did another loop with still nothing!

I walked out and towards my now gasping with shock observer.

Robins Kitchen with its impressive store layout, cool products and Red Robin brand was not bopping along. It is heading for a very cold winter.

The point of my test.

If all you do is stack ‘stuff’ on shelves in one of Westfield’s halls and offer no service without any element of customer orientation or care the internet will win every time, without fail!

If all customers need to do is buy then the shoppers in us will stay home and purchase online. Shoppers want help, care, smiles, product knowledge, and guidance, to be engaged by well-trained and happy people. I hope Robins Kitchen reads this and adapts first!

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Does sales and customer service training increase performance?

There is building evidence world wide that traditional sales and customer service training is either failing completely or rendering sales teams less effective than before the training was conducted.

From extensive observation and experience, it is our belief that traditional “off the shelf” training delivered in the classroom, while valuable, has little long-term effect on behaviour change or sustainable productivity improvement. While there are many reasons why it may fail, we believe there are four main arguments as to why.

1. Low level of ownership in the organisation to a common goal and vision or philosophical approach to strategic selling.
2. Poorly prepared content not directly related to the sales or customer environment
3. Poor design and delivery models
4. Low levels of ownership in the ongoing refining loop so real learning is hardly ever retained.

A group of high performing people chasing a confused or miss-communicated vision is fraught with danger. Training executed with no real attachment to the critical success factors of the business will not drive profit and growth.

There is a common belief in Australia that “one-size-fits-all” when it comes to sales training content. There is ample evidence however, that this is not the case. Every organization has complex variations in their sales methodology and processes which relate directly to success or otherwise.

There is no doubt that the design and delivery of sales and customer service training has significant effects on sustainable results being achieved. Most lecture style training does not allow for the retention of complex models nor does it allow for practice in real situations with real customers. It is proven that there is a learning retention of around 70% when training is delivered in an experiential style combined with in-field coaching. Where as there is a less than 15% retention with one, two or three day lecture style training. 

Unfortunately many training programs are not developed with individual organizations in mind and offer little resemblance to the sales persons customer environment, resulting in poor sales behaviour and therefore reduced performance.

For real behavioural change, trainees must frame, learn and experience in training rooms, try new models in the field and then have a solid mechanism to refine the experience after the event. 

Is the internet really to blame for loosing a 60 year old competitive advantage?

Last week I had the pleasure of doing a Sales Cats keynote at the Albury Northside Chamber of Commerce. A wonderful group of business owners joined me and we spent a morning tossing around ideas of how to sell in tough times. There was however a sad start to the day.

The night before on local Prime News, I noticed the story of Matthews Cycles in Albury closing after sixty years of trading due to the 'internet'. I was sad because this was not due to the internet.

This business had tradition, clients, reputation for incredible service and most importantly it had a sixty year old brand. Unfortunately this 'brand' was painted on the outside of the business sixty years ago but had not been repainted/repurposed for the modern consumer. As this bulletin was read I jumped online and typed Matthews Cycles into my search engine. And guess what?! Nothing! No website. Plenty of secondary links that lead me to browse and buy elsewhere.

While there is no doubt that service, and exceptional service at that, is critical to sales success today, the melding of web, social and online technology to your brand is critical. This wonderful icon of cycling in Albury should never have been lost. It should have been leveraged with innovation, tribe thinking, sixty years of selling data and branding that uses the internet as a new source of business not as a barrier.

Look at this current study to understand the importance of blending a modern brand and the internet to build success. 

Should Matthews Cycles have had a Facebook page?

This demonstrates that businesses can of course blame the internet for their downfall but at some stage they will have to take responsibility for shifting to new and innovative ways of selling to customers.

The buggy whip maker made that shift when he discovered that driving gloves may be required for that dirty, smoking, noisy machine called the automobile as it rolled into to town.

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Why is customer service so hard in Australia?

I've just spent four wonderful days celebrating a friends birthday which has given me an interesting perspective on what's possible in customer service given the right attitude. What started out as fun, gave an interesting perspective.

Being Mr Normie's 50th birthday, three couples decided to go to Hong Kong and spend a long weekend celebrating. We flew via Singapore, on Singapore Airlines, and experienced the marvels of large international airports. Despite serving millions of people, everyone wore a smile, all flights were on time, everything ran like clockwork and it was spotlessly clean. To add some fun, and to create lasting memories for Mr Normie, I asked every service person we encountered on our trip the same question:

"It's Mr Normie's birthday. Could you please help us celebrate by making a birthday wish?"

Upon arrival at the outstanding Langham Hotel in Kowloon, we were greeted personally and given free Moët and cucumber sandwiches with a "Happy birthday Mr Normie smile" for three days!

Normie's cake at Azuro Restaurant.

We dined at the beautiful Azuro Restaurant where, with one simple request, the entire wait staff joined the celebration. They served a specially prepared dessert complete with dry ice to add to the theatre. All this with a "No problems for Mr Normie attitude."

Even at a bar where the band was interrupted mid song, we got a "Put your hands up, put your hands up for Mr Normie”. Two hundred people screaming "Happy birthday Mr Normie!"

Then on our way home with Singapore Airlines, following a whisper in the ear of a Singapore Girl, Mr Normie was sincerely presented with a handmade birthday card signed by all the cabin staff, a small cake, dry ice again and a glass of champagne. All in economy class!

The best though was yet to come. My mate Norm rang the Langham Kowloon last night to thank the CEO of the hotel for their incredible service and staff. He left a message of thanks with reception.

One hour ago the CEO rang Australia to wish Mr Normie a happy birthday.

Did he have to? No of course not, but he did because he cares.

The Singapore Girls did because they wanted to.

The restaurant staff did because they love their jobs and are grateful for one.

The Langham staff did because the standards they set themselves are high, and it works. We will go back.

Sadly, our taxi driver coming home to Essendon from Tullamarine airport would not wish Mr Normie happy birthday because I did not ask. He was too pissed off about the small $37 fare for me to even mention it!

It's not hard people. Happy birthday Mr Normie.

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What customers?

I read with interest in the latest BRW Magazine the ever growing pain in retail due to the 'sudden' rise of the internet. Sudden?

I also watch with interest as retailers continue to stick to old ways of doing business, become highly irritable, like it's our fault, and resort to being extremely annoyed with the world.

It is clear that if you 'wait' for the economy to pick up, the implications of a carbon tax or the internet to change, then you will disappear as quick as change happens. You must get on the front foot now!

Look at this great example http://fiveminutetheatre.com/. Traditional theatre is attractive to a narrow band of audience who can afford it or love it. Dress up at home, go out, glass of champagne and black tie etc. In Scotland, to attract a broader audience, an amazing concept has been developed where five minute theatre is conducted in the cities over a 24 hour period to contact a wider audience. Lots of critics " It will never work" and lots of people blocking. Guess what – a roaring success and highly acclaimed by the critics, well done.

What did it take? Creativity, energy and resilience just like the Sales Cat.

Tips, traps and trips.

If you are going to survive in modern retailing you need to engage and build value based relationships now. Who are your tribe and what do they get from the retail experience with you? Do you have data on your customers? Do you know where they live what they like? Get to know them and what they need in life to be better. Like all relationships spend time getting to know them. Start a blog with them.

Smile and greet! Yes I know a basic but how often do you get an angry, don't bother me I'm busy response? Every week for the past 12 months I go with friends to a conveniently located coffee shop. They still don't know our names, we don't know theirs even though we sit in the same place every week and order the the same thing. Will they notice when we go for a better relationship or better coffee? Who would they call if we did?

Please get to know your customers and their specific stories fast before the internet gets to know them better than you and takes their business away.