212 Degree Service - the secret of service
TEAMWORK - `Together we achieve the extraordinary`
Business and general life is about dialogue that we `all` understand and respond to. So make the playing field equal, so all people understand the language used and the action to take, to receive and accept, so business life and general life is successful for `all` involved.
Yes, you can achieve all things in life by your attitude to be positive, you have the solution in you, so go forward and use it now!
Quote of The Day
"Set peace of mind as your highest goal, and organize your life around it"
-- Brian Tracy, Speaker, Author
212 Degree Service - Someone once said, "Life is like a game of tennis. The player who serves well seldom loses." The same can be said for any business on the planet.
However, when we talk about creating a service culture, most people will focus on "customer service." But 212° Service defines a service culture a little differently. In addition to serving the customers, it is also about `serving each other`. In fact, you'll learn it's impossible to have one without the other.
There are many books written about service; many good ones, in fact. However, my goal in this one is
to keep it simple...to present ten rules which I consider the most important on your road to success. Rules presented in a simple, but engaging way that you and your team can read in less than 30 minutes. And when you're finished, say..."Wow, we can do this!" And, if you do, I'll guarantee that you'll discover a workplace filled with passion, respect, kindness and fun.
By the way, in case you're wondering what 212° has to do with service...
At 211 degrees, water is hot.
At 212, it boils.
With boiling water comes steam.
And steam can power a locomotive.
And...it's that one extra degree that makes all the difference!
Today, I'd like to share Rule #2...Put Your Customers Second. Enjoy!
An excerpt from
212° Service or 212 Degree Service
It's like the chicken or the egg question... Who comes first if you want to achieve business success - your customers or your employees? Herb Kelleher, one of the founders and former CEO of Southwest Airlines - an industry leader in customer service, sheds some light on the answer:
"I always felt that our people came first. Some of the business schools regarded that as a conundrum. They would say: Which comes first, your people, your customers, or your shareholders? And I would say, it's not a conundrum. Your people come first, and if you treat them right, they'll treat the customers right, and the customers will come back, and that'll make the shareholders happy."
So what's the first step?
Hire the Best People...and Treat Them Right!
Howard Schultz, Starbucks' founder, understood that the key to the success of his then fledgling coffee business was to recruit well-educated people who were eager to communicate their passion for coffee. This, he felt, would be his competitive advantage in an industry where turnover was 300 percent a year. To hire the best people, he also knew he must be willing to pay them more than the going wage and offer health benefits that weren't available elsewhere. He saw that part-time people made up two-thirds of his employee base, and no one in the restaurant industry offered benefits to part-timers.
Schultz went to work in an effort to sell his board of directors on increasing expenses while most restaurant executives in the 1980s were looking for ways to cut costs. Initially Starbucks was still losing money. But Schultz was persistent. He was looking long term and was committed to growing the business with passionate people. He won, and he said many times afterward that this decision was one of the most important decisions, if not the most important, that he had made at Starbucks. His employee retention rate was about five times the industry average, but more importantly, he could attract people with great attitudes who made their customers feel welcome and at home.
When hiring someone, start with the premise that attitudes are contagious. Then ask yourself one question...Is theirs worth catching?
I've been in business for over 30 years and I've come to realize the difference in success and failure is not how you look, not how you dress, not how much you're educated, but
HOW YOU THINK!
In my business life, I've watched many very intelligent people fail miserably because they have a negative attitude, and I've also observed just as many people with average intelligence soar to success because of positive attitudes.
Southwest Airlines' VP of People is often asked the question, How do you get your people to be so nice? Her answer is always the same...
"WE HIRE NICE PEOPLE."
It sounds almost too simple to be important, but "hiring nice people" has been the cornerstone of their amazing success in a highly competitive industry. They understand their competitors may be able to match their price and copy their business model; however, they feel that the spirit and the attitude of their employees will be extremely difficult to replicate.
Get Started on Your Own Personal Success Journey Today!
Invest in the inspirational publication `Accelerate with Impact` - YOU will benefit from reading this book.
`Accelerate with Impact` -
by Colin Thompson ISBN: 978-1-84549-289-2
`Accelerate with Impact` -
by Colin Thompson ISBN: 978-1-84549-289-2
and all High Street bookshops worldwide
Have fun, learn heaps, join us next week as we tackle another challenge in life, happy exploring and remember, life is all about commitment, have the right attitude to make `your` own success with others! Enjoy life to the full and `Accelerate with Impact your Business and Personal Growth` so `you`are happy. Success is a journey, not a destination, so start setting your path with the first foot print to success. Take that `Quantum Leap to Success`.
Useful Publications -
`Strategic Leadership to Raise the Bar`
`Reach Your Goals`
`Create Your Own Success Story`
`Accelerate with Impact your Business and Personal Growth`
`The Hidden Overhead`
` Quantum Leap to Success`
` Recession - Busting Solutions`
` Driving the Business Forward`
`Formula for Success`
`Boost Your Business`
`Riders of the Storm`
`The Road to Success`
Plus many more from... http://www.cavendish-mr.org.uk
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About the Author Colin Thompson
Colin is a former successful Managing Director of Transactional/Print Manufacturing Plants, Print Management/Workflow Solutions companies and other organisations, former Group Chairman of the Academy for Chief Executives and Non-Executive Director, helping companies raise their `bottom-line` and `increase cashflow`. Plus, helping individuals to be successful in business and life in general. Author of several publications, research reports, guides, business and educational models on CD-ROM's/Software and over 400 articles published on business and educational subjects worldwide. International Speaker and Visiting University Professor.
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212 Degree Service intro