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|Service Thoughts - Poised to Thrill?
Customers have high expectations these days.
They are busy and bothered. While quick to lose
patience, they are also eager to be loyal for
exact same reasons! It is easier NOT to go
elsewhere. But don't push your luck!
How can you thrill them with your service?
- 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
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
- CLEAR, ACCURATE EXPECTATIONS - Do you tell
your customers exactly what to expect and then
deliver accordingly? It is far better to
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
AND able to resolve the issue to the customer's
satisfaction. Anticipate problems, identify
resolutions and then authorize front line
to act accordingly.
Let your employees know these are among their
important responsibilities. Talk to them about
possible improvements. You absolutely need
commitment and ideas to succeed.
|Process Thoughts - Beads on a String
Ever heard the advice "touch each piece of paper
once?" Nice idea, but not so easily done!
Because touching once is an end and not a means.
The difficulty stems from trying to create
disjointed task at a time. Most pieces of paper
represent one step in a sequence of
difficulty in dispatching that paper likely
the fact you are holding a piece of paper in the
middle of an undisciplined and ill-defined
The solution to your dilemma
lies in fixing the sequence, particularly
beginning, and not in trying to bring order
single disjointed step, which is almost like
rearrange beads on a string without touching the
Find the sequence by answering these questions:
- Why is this paper in my hands?
- What sequence of activities is this a part
- Where does the sequence begin?
Once you step back and look at the entire
from the beginning, you will likely see
redefine, rearrange and remove unnecessary steps.
|People Thoughts - Energy Sinks and Energizers
Divide a piece of paper in two. Label one
side "Energy Sinks" and the other
things that you faced today or this week that
belong in one column or the other.
The sinks sap energy and often point to
that would benefit from clarity, better
stronger skills or resource adjustments. The
may include having someone else do a task
The energizers are clues to areas where you
could be, providing the most value. These
well matched to your talents.
If your job responsibilities clearly demand
spent on draining tasks than on energizing
are in the wrong job, at least as it is
|Parting Thoughts - 'Good' as a Differentiator
Differentiation is so critical that "good"
insufficient. However, think about what you
a customer and then look at some of the glitz
frippery that is confused with value these
I think this advice may help you remember to
simple and focus on real value:
"Don't try to be different. Just be good.
To be good
is different enough."
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.
Copyright 2006 Uncommon Clarity, Inc.
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
challenges - you will thrive.
I forgot this message. I planted a little
meadow where our grass was struggling. I had
expectations. I didn't realize I was
choosing a new
journey - years of nurturing, tugging at
reluctant grass, pulling weeds - or is this
Love the journey! Oh, and you might want to
them wisely too!
Does your organization need help reducing
pain or customer disappointment?
* Wasted time, money, energy?
* The pain of confusion and inefficiency?
* Missed opportunities to win customer
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
- Ann Latham