LodeStar Universal
Thought Leadership 

Think Like Your
Customers Feel

 
" Thank you for the excellent training session! 
 
 I've been in the work force longer than many...and have participated in numerous training courses over the years.  You were very sensitive to coach and teach us without discounting our gifts, and that is very rare. Your time and efforts were a blessing to all of us."


 

August 2010  Newsletter

 
 
 Lodestar Universal
 
 
 
Greetings!  
The Economic Force You Can Influence

     Companies and clients sometimes find themselves at odds with one another. Case in point, one of my clients implemented a new software system. The change resulted in a cascade of conflicts. As part of the solution, my client used the LodeStar Universal program Think Like Your Customers Feel, a one-day seminar to help employees turn difficult situations around for the better.

     As a result, my client's situation is improving in the following ways:
  • Each side is learning to better understand the other.
  • There is less bickering and badgering.
  • Trust is being re-established.
  • Problems find quicker resolution.
  • The emotional drain on everyone's nerves has lightened.
     As I listen to worried conversations in the marketplace and read the daily business press, I often am mystified. What baffles me is this: Everyone acts jittery about the Economy, nervous about how markets are twisting in unexpected directions. At the same time, people miss the one obvious and constant factor about the Economy that cannot change: Customers. There are issues of legitimate and serious economic concern--taxes and health care among them. A lot of the worry, confusion, and concern are misplaced. Right now, there's not a whole lot you can do about either of these two issues. What you can pay attention to is the simple business equation--that is, providing value to customers. It doesn't matter what the government does or what your competition does, you can never lose focus on your relationship to your customer. Period. In the competitive quest for "markets," companies lose sight of the fact that the money comes from The Customer. Markets don't write checks or hand over cash. The individual customer does.

     To help you focus your attention on your customers, I want to share The GAP Analysis, a valuable exercise from my program Think Like Your Customers Feel. I encourage you to do this exercise, which is linked on a private page on my website which you can access by clicking here.

      Whether you are part of a large company or as small as one person, this is a good exercise. It's an issue of what might be called serving customers, although hardly of the call center do's and don'ts variety. The GAP Analysis is relevant to leadership, executives and teams. It's easy to forget to think about the consumer's point of view and then wonder why you have problems, problems that could easily be avoided. LodeStar Universal means "guiding principles," and attending to customers is one of the pillars of business success, as fundamental as breath is to life.

The Consequences of Ignoring Customers
 
     With the Internet as a public forum, consumer anger can be a significant problem. The GAP Analysis can forestall such anger. Almost nine million people (!) have watched United Breaks Guitars on YouTube. This is the video satire that United passenger and musician Dave Carroll created in response to the airline's callous treatment. As amusing as it is to an outsider, if you are a United executive or employee, you probably feel ashamed. Once it is out there, it is out there. As bad as it is, though, United could turn this faux pas into a catalyst to create extraordinary changes--just as Dave Carroll did for his business. The jury is still out on United.

     Of course, not all companies take a short-sighted view of their relationship to customers. Some companies make genuine efforts in the right directions. I recently had an unusual guest experience at Capella Telluride, in Telluride, Colorado. Capella, a new group of small luxury hotels started by a former Ritz Carlton employee, prides itself on excellent guest relations. One that stood out: Capella's check in policy is no check in or check out times. Sales manager Bill Marshall says, "We think our guests should tell us when they are coming and going. We work around their schedules."

     My question is, what does the GAP Analysis tell you about your business: Which camp are you in, United's or Capella's?

     If you would like more information or have any questions about Think Like Your Customers Feel or any of the information included here such as The GAP Analysis, please email me at [email protected] or call 214-696-3510.

 
Upcoming Programs


September 14-15, 2010: Packets and Pauses. For more than 20 years, my often requested program.
 
September  20, 201: The Perfect Investor Pitch. How to effectively present your ideas for Venture Capital or Wall Street. 

October 17, 2010: Heart to Heart Talks Teleclass. Learn the technique that allows you to address conversations you'd rather walk away from even when you know the problems are not likely to go away. 

February 11-12, 2011: From Entrepreneur to CEO. Learn whether or not you have the right stuff to go from founder of a high-tech company all the way to truly being CEO.

Call 214.696.3510 or email [email protected] for more information about how your organization can benefit from these or other programs on issues related to leadership and communication.
 

Manifestation Monday:
Meditations for Balance, Healing, and Prosperity, a CD
 
 
      Every day is overwhelming with so many choices and so many opportunities of where to spend our time and energy. Over the past several decades, I've studied meditation from many different sources and teachers and created this CD for people who would like to get started in meditation.

      If you can breathe, you can meditate! It's that simple.
 
You Will Learn More About: 
      1.  The Physical, Psychological, and Spiritual Benefits of Meditation
      2.  How Meditation Increases Productivity
           �  Simple, Straightforward Techniques Anyone Can Learn
           �  Starting and Ending Your Day Well
      3.  How Meditation Increases Professional Excellence
      4.  Resources for Further Learning
 
This Includes:
      �  A 20-Minute Guided Meditation
      �  A 5-Minute Guided Meditation

      If you have not ordered the meditation, breathing CD Manifestation Monday, please consider doing so here.
 
Additional Offerings from Alex 
  
Packets and Pauses: Weekly Tips
You frame it. You speak it. They get it. Weekly communication tips.
 
LodeStar Universal Newsletter
Monthly ideas for improving performance and leadership.
 
Leadership Mojo- Alex's blog on Leadership, designed for leaders on the cusp of greatness. You may go to www.alexramsey.com to view.
 
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Buy Now
Alex B. Ramsey
 
President
LodeStar Universal
 
Past-President
National Speakers Association
of North Texas
 
President

 

In This Issue
The Economic Force You Can Influence
Upcoming Programs
Manifestation Monday
Additional Offerings from Alex
 
More Offerings from Alex
 
 
Manifestation Monday CD
Meditations for Balance, Healing, and Prosperity
 
Want more Alex Ramsey "intelligence," read Leadership Mojo, her blog.
 
 
Want more information on programs and services, go to LodeStar Universal and check it out.
 
 
Want weekly tips for more effective speaking?  Sign up for Alex Ramsey's
Packets and Pauses.

 

 
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