Listen to Your Customers

October 10, 2017

When I was little I was taught the customer is always right.  As an adult, I have found this to be untrue.  Some clients are just difficult.  Still, it is to the sellers’ advantage to keep customers happy.

After all, from entrepreneurs to huge corporations, everyone wants to be successful.  If you fail to listen to your customers, not only could you lose your client, you would lose any future recommendations and referrals that customer will make.  That’s potentially thousands of dollars lost.

We all have stories, and here are some to which you might relate…

Haircut:

Over the past few years I grew my hair out.  My hair cutter was very sad about my decision and thwarted me at every trim, so it took four years to get the length I desired.  I didn’t want to leave my stylist because she’s an old friend and I know she relies on her regular clients.  I did finally agree to take off a few inches.  I lost five and she put layers all over my head, so some of my hair is 4” long.  Men, you may not appreciate this but female readers are nodding their heads, completely understanding the situation.  How bad was it that I didn’t like my haircut?  Huge!  This was especially important because I’ve fought the situation for years.  So, I’m done.  I found a new girl who listens to me and will do as I ask.  Why is that so hard?!  I have already referred people (both genders) to my new girl and I know she has new clients because of me.  Those clients could have gone to my old stylist.  She lost.

Contractor:

My remodel was perfect except for one area.  I’m sure many, many people can relate to stories about contractors.  In this case, the challenge was the tile work.  There were several challenges, and the easy corrections were made, but in one area, not only did the tile workers not correct it, they actually made the problem worse, even as they told me that they were the experts.  (My shower went from having two ponds to it to having seven ponds after their correction.)

The contractor was fabulous and accepted full responsibility while his sub-contractor stood on how great they were. The contractor did bring in a new tile guy to replace the floor and he paid for all the new tile.  Now, not only am I NEVER going to refer the original subcontractor, I will warn people away from them.  My contractor? I will recommend him until he retires.  He was fabulous.

We all have similar stories.  Thus my point, the cost of not keeping customers happy is not just losing the client, but losing potential new clients due to the negative stories that could, and will probably, be shared, AND the loss of referrals.

Lindy is an In-house Consultant, Business Coach, Speaker, and Author.  She is The Adjunct Executive to companies and departments with 50 – 100 employees, focusing on Communication, Leadership, and Corporate Culture.  You can have Lindy in to motivate your Team with Seminars and Workshops, or be more successful when Lindy works with your staff one day a week, with her unique business model. Call 770-912-6192 today.

Be A Visionary

October 17, 2017

People talk about this word, Visionary, with awe and wonder.  I think it’s an awesome concept – to look forward and see great things.  For instance, it’s more than fair to call DaVinci a Visionary in that he was a remarkable man and years ahead of his time.  Think what he could create in the Computer Age.

I believe, and have seen, that we are all visionaries.  I have found that the best visionaries are children.  Children can see themselves becoming astronauts and firefighters and parents and all sorts of things.  Some children see themselves as knights and dragon-slayers, which is perfectly possible in today’s world if you allow for metaphors.

Some adults, however, can’t see themselves getting out of the bed on a Saturday.

What does it take to be a Visionary?  Well . . . imagination, confidence, conviction, effort, hard work, tireless hours, innovation . . .

If you had these characteristics as a child, they remain within you.  So the question becomes, how do you get them out?  Here are some ideas:

• Decide to be more open and open minded. Yes, you can decide to do so.
• Subject yourself to new and different things. Read different periodicals and books.
• Subject yourself to the right people. Look for other innovators and maybe start a group.
• Expand your horizons through reading and travel, being careful to keep your mind open.
• Try to change the way you view things . . . try to see things through the eyes of a child.
• Determine to speak less than you listen.
• Let your mind wander. Sitting still isn’t doing nothing if your mind is engaged, even with itself.
• Act on some of your ideas. Start by sharing your ideas with supportive and safe people.
• Put money aside, starting now, for when you will invest in your wanderings.
• Determine your own destiny, even if it means long nights and late hours.
• Remember that things worth accomplishing take effort.
• Reward yourself as you go, maybe with an occasional day off or a small celebration.
• Hold your cards close to your chest but don’t be condescending or difficult.
• Keep believing in yourself, especially if a specific idea or project comes to a natural end. You will have more ideas.

One last thought, Visionaries are not just for the professional and work world.  Visualize yourself as a better spouse, parent, social entity, exerciser . . . anything you want to be.

Lindy is an In-house Consultant, Business Coach, Speaker, and Author.  She is The Adjunct Executive to companies and departments with 50 – 100 employees, focusing on Communication, Leadership, and Corporate Culture.  You can have Lindy in to motivate your Team with Seminars and Workshops, or be more successful when Lindy works with your staff one day a week, with her unique business model. Call 770-912-6192 today.