Appreciation | It's Worth Noting

Leadership

It’s My Pleasure

June 6, 2011

Anyone who has been to Chick-Fil-A and muttered a “thank you” has heard an employee reply, “It’s my pleasure.” Sure, they train and require everyone to say it, but it is a reflection of the company’s heart and soul. The company really believes they are serving you, the customer, and that the thanks is all theirs. This perspective is not uncommon in the restaurant or hospitality industry, though few execute it as genuinely or consistently as Chick-Fil-A. What happens though when you evaluate other industries and companies? Are they known for communicating genuine gratitude after every interaction with their customers? Rack your brain and try to come up with a list. I bet you cannot name five companies outside of the restaurant or hospitality industries. Would your customers put your company on their list? Although there are probably a variety of reasons why so few companies consistently and genuinely communicate gratitude, I…

Leadership Reviews

Are you ready for the thank you economy?

March 15, 2011

I heard a talk yesterday by Gary Vaynerchuk about his new book: The Thank You Economy. His basic premise is that for companies to succeed in the coming decade they will have to genuinely care for their customers. By caring, he’s not talking about sending thank you notes or coupons to buy more. He advocates the need to care passionately and personally, to create a sticky experience focused on what’s best for the customer, not for you. While at the end of the day it’s business, you must humanize the interaction with customers to continue to win their business and maintain loyalty. He argues that if your caring baramoter is a Zappos, you’re aiming too low. You need to blow their customer care out of the water. What do you think? Are you planning on reading his new book? Are you evaluating how to revolutionize how you care for customers?

Leadership

Thank a customer today

February 24, 2011

Saying thank you only takes a few minutes of consideration and then following through. Think of one customer today that you really appreciate. How could you express your thanks? Deliver something early? Send a note or call to share how they’ve helped your business grow or improve? Send a gift for a referral, whether from yesterday or years past? Whatever the idea, just make sure it’s unexpected, thoughtful and reflective of how important they are to you. How do you say thank you?

Leadership

The power of unprompted giving

February 2, 2011

Want to have an immediate impact on a few people today? Anyone can give when they’re prompted or a need is staring them in the face. What about giving without being prompted or without a need being known? What about doing this at work? Here’s a three step beginner’s guide: Think of 2-3 people in your sphere of influence, whether colleagues, vendors or customers. Take a moment to reflect on their unique interests, needs or impact on your life. Identify one thing you can do or say today to give to them, whether that means supporting their interests, meeting their needs or affirming their impact on your life. Regular, unprompted giving might happen in a healthy home or church, but it’s too rarely seen in the workplace. While prompted giving is great, unprompted giving is even better because you are the sole catalyst. This makes the thought more meaningful and the…