Walk the Talk Mid-Week Motivator

I don't know about you, but I really appreciate daily reminders/motivations/affirmations/whatever, especially since the buck stops at my desk. Consequently, I've subscribed to a few regular M-F newsletters to help get me going in the mornings. Certainly, they don't all hit it every day, but they do jump start that internal cheerleader who reminds me of what's important.

So, this morning when I opened the WalktheTalk.com newsletter, I read this list.


OUR CHARACTER IS SHOWN BY…

The jokes we CHOOSE to share…and not to share.
The derogatory terms we CHOOSE to use…and refuse to use.
The promises we CHOOSE to break…and the ones we keep.
The rumors we CHOOSE to spread…and those we ignore.
The resources we CHOOSE to waste…and those we use wisely.
The lies we CHOOSE to tell…and not to tell.
The responsibilities we CHOOSE to accept…and those we shirk.
The courtesies we CHOOSE to extend…and fail to extend.
The efforts we CHOOSE to put forth…and not put forth.
The quality we CHOOSE to provide…and the corners we cut.
The information we CHOOSE to share…and that which we hoard.
The listening we CHOOSE to do and not do.
The respect we CHOOSE to give…and fail to give.
The helpful hands we CHOOSE to extend…and those we keep in our pockets.

As I read each one, I thought about how it applied to me personally, then how it fits into my professional life, as a company owner, a service provider, and an evangelist of the customer experience.

I don't think the "rules" for great customer service can be expressed any more eloquently than in those used above that define character.

Quote for June 17, 2008

"The power of accurate observation is commonly called cynicism by those who have not got it." -- George Bernard Shaw

When I read this earlier today, I was reminded of the last job I had before starting Private Label.

I was fired.

It was the summer of 2000. Companies were imploding right and left. The DotCom where I was Managing Editor was running out of money and the CEO was scrambling for more angel or VC money. The problem was that he did not have a clear vision of what the business was, so he rewrote the business plan after every meeting. It was as if he were jumping from one piece of flotsam to the next piece of jetsam after the boat had already gone down miles from shore.

When I was hired, we, or, at least, I had what I thought was a very clear picture of our mission. And, it was working as evidenced by all the emails I got every day from our faithful readers. But, no one wanted to hear that our site visitors were SAHMs home schooling their kids. They thought it was 25-34 guys.

So, I was fired for being negative, counter-productive, not a team player, and a general PITA. The company crashed and burned six weeks later, out of ideas and money.

In this challenging economic environment, it's easy to get spooked and lose the faith, lose the vision, and stray from the company's mission. Business evolves and companies need to adapt. However, if the map of a clear vision and mission has been drawn at the beginning, the route to the future is already there to follow. It takes accurate observation, a clear action plan, and strong, confident execution minus the Pollyanna-ish platitudes.

In other words, this ain't a popularity contest, except to serve the best interests of the customers!

And, they will give the company kudos when they talk about you!

Is "Lynda" There?

Just to be perfectly clear, my name is Lydia. But, it seems that not only will telemarketers calling from thousands of miles away stumble over my name, but also inside sales people, the majority of whom have degrees in Business or Marketing or English, can't seem to manage my name.

Just to be perfectly clear, Lydia is a very old name. It was the country in the Middle East where King Croesus ruled and the first country to use money, rather than barter.

So, why do so many people have a problem with my name?

Don'tcha think that if someone is calling to ask for something, they'd bother to figure out how to pronounce the name of the person at the other end, uh, before they get on the phone!?

Click!

The next kind of call which is even more common is where the "professional" calling requests to speak to whomever, usually me, by name (after I've answered the phone with my name) without identifying him/herself, the company they represent, or the purpose of the call.

Excuse me! Why should I want to waste my time or anyone else's time on a total stranger? What's with the subterfuge? Am I supposed to be more disposed to give them time? these are inside sales people who are following up on my having downloaded a white paper or registered for a Webinar, a warm lead. So, why am I being treated so disrespectfully? Is this how they've been trained to initiate phone calls? Have they even been trained?

The only people I know who are reluctant to reveal who they are and the purpose of the call are bill collectors. Why do I know this? Because I was a bill collector a million years ago!

Click!

So, if you're an inside sales person, employ inside sales people, responsible for training inside sales people, operate from a position of professionalism and integrity. Be proud of what you do and the information and resources you bring to the people at the other end of those calls. Introduce yourself, your company, and the purpose of your call, then ask for the person you want to reach, then ask that person if s/he has a couple of minutes to speak.

I will respect you and what you're doing and give you the time and attention you deserve.

That doesn't mean I'll buy!