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Service Thoughts - Poised to Thrill? |
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Customers have high expectations these days.
They are busy and bothered. While quick to lose
patience, they are also eager to be loyal for
those
exact same reasons! It is easier NOT to go
elsewhere. But don't push your luck!
How can you thrill them with your service?
Focus on
these:
- EASE OF DOING BUSINESS - When a customer
contacts you, whether an inquiry, question or
complaint, do they receive a valuable response
quickly, preferably in the same call? Is every
interaction smooth and helpful? If not, they
may
look elsewhere. Don't assume you make it
easy to do
business. Shop your own shop. Talk to your
customers. Take steps to thrill them with
value and
responsiveness.
- CLEAR, ACCURATE EXPECTATIONS - Do you tell
your customers exactly what to expect and then
deliver accordingly? It is far better to
meet their
needs and exceed their expectations, than to set
unrealistic expectations and fall short.
- QUICK, CARING RESOLUTION - When something
goes wrong and a customer is disappointed, the
employee on the spot needs to be sincere and
caring
AND able to resolve the issue to the customer's
satisfaction. Anticipate problems, identify
reasonable
resolutions and then authorize front line
employees
to act accordingly.
Let your employees know these are among their
most
important responsibilities. Talk to them about
possible improvements. You absolutely need
their
commitment and ideas to succeed.
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Process Thoughts - Beads on a String |
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Ever heard the advice "touch each piece of paper
once?" Nice idea, but not so easily done!
Why?
Because touching once is an end and not a means.
The difficulty stems from trying to create
order one
disjointed task at a time. Most pieces of paper
represent one step in a sequence of
activities. Your
difficulty in dispatching that paper likely
stems from
the fact you are holding a piece of paper in the
middle of an undisciplined and ill-defined
sequence.
The solution to your dilemma
lies in fixing the sequence, particularly
finding its
beginning, and not in trying to bring order
to the
single disjointed step, which is almost like
trying to
rearrange beads on a string without touching the
ends.
Find the sequence by answering these questions:
- Why is this paper in my hands?
- What sequence of activities is this a part
of?
- Where does the sequence begin?
Once you step back and look at the entire
sequence
from the beginning, you will likely see
opportunities to
redefine, rearrange and remove unnecessary steps.
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People Thoughts - Energy Sinks and Energizers |
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Divide a piece of paper in two. Label one
side "Energy Sinks" and the other
"Energizers." List
things that you faced today or this week that
clearly
belong in one column or the other.
The sinks sap energy and often point to
activities
that would benefit from clarity, better
organization,
stronger skills or resource adjustments. The
latter
may include having someone else do a task
instead of
you!
The energizers are clues to areas where you
are, or
could be, providing the most value. These
tasks are
well matched to your talents.
If your job responsibilities clearly demand
more time
spent on draining tasks than on energizing
tasks, you
are in the wrong job, at least as it is
currently
structured.
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Parting Thoughts - 'Good' as a Differentiator |
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Differentiation is so critical that "good"
often seems
insufficient. However, think about what you
value as
a customer and then look at some of the glitz
and
frippery that is confused with value these
days.
I think this advice may help you remember to
keep it
simple and focus on real value:
"Don't try to be different. Just be good.
To be good
is different enough."
Arthur Freed
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Your Thoughts |
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If you could wave a magic wand and change one
thing about your job, what would it be?
We'd love to read your response.
Thanks!
Best regards,
Ann Latham
Copyright 2006 Uncommon Clarity, Inc.
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Introductory Thoughts |
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Convocation, graduation - two speeches, same
message: "Embrace the journey." It's not
about "getting there" or "being done." Things
change, the bar is raised, something new comes
along. If you love the journey - the
learning, the
challenges - you will thrive.
I forgot this message. I planted a little
wildflower
meadow where our grass was struggling. I had
high
expectations. I didn't realize I was
choosing a new
journey - years of nurturing, tugging at
previously
reluctant grass, pulling weeds - or is this
what we
planted?
Love the journey! Oh, and you might want to
pick
them wisely too!
Does your organization need help reducing
waste,
pain or customer disappointment?
* Wasted time, money, energy?
* The pain of confusion and inefficiency?
* Missed opportunities to win customer
loyalty?
We bring clarity and cohesiveness to people,
purpose and process.
Please contact us for help in achieving
your business objectives.
Visit our website to learn
more:
www.uncommonclarity.com
- Ann Latham
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