In our recent Customer Service Boot Camp Tour, we devoted a great deal of time, energy and focus on critical aspects such as Trigger Events, Cycle of Service, Functional Blindness, Raving Fans, Vigilante Consumers, the Service Triangle, the Knowing-Doing Gap and the importance of Re-framing in today’s competitive, chaotic, and ever-changing business environment.

This year we’ve found a large number of both positive and negative examples to support our many messages. Pause to observe media reports and you’ll gain immeasurable experience and guidance to expedite your journey to success.

For instance, consider the rise and fall of both Blockbuster and Netflix to discover crucial knowledge to benefit your own business.

• Blockbuster began in 1985 as a provider of home video and video game rental services.
• At its peak in 2009, Blockbuster had up to 60,000 employees in 1,700 Blockbuster stores in the U.S. with locations in 17 countries worldwide.
• In 1993, Blockbuster Viacom purchased Blockbuster. Blockbuster separated from Viacom in 2004.
• The company filed for bankruptcy in 2010 and was won by satellite television provider Dish Network at auction for $233 million in 2011.
• Dish soon announced it would only keep 500 Blockbuster stores open. At its peak, Blockbuster had more than 4,000 stores nationwide.

We continue to see this familiar rise and fall of businesses for a variety of reasons in most every industry.

Some say cable killed Blockbuster. It wasn’t cable that’s hurt Blockbuster; it was NetFlix’s rent movies by mail and RedBox’s rent movies by vending machine. (Can you say no labor costs and low overhead?)

Layer in the fact that in the 1990s late fees represented approximately 50% of net income for Blockbuster, which Blockbuster was ultimately forced to surrender, and you can see why Blockbuster was having serious problems.

What Blockbuster really needs to do is 1) forget the past and 2) re-invent itself for the future. Don’t expect that to happen.

Is the same pattern emerging at Netflix?

• Netflix was founded in 1998, offering flat-rate rental-by-mail to U.S. customers. It was originally a single rental service, but the subscription model was one of a few radical ideas Netflix created. Having unlimited due dates and no late fees has worked in a powerful way and now seems obvious (to everyone but Blockbuster).
• Netflix has amassed a collection of 100,000 titles and more than 23 million subscribers. Even if Blockbuster were able to catch up to NetFlix in movie rentals by mail, it’s too late.

NetFlix basically announced through its actions that the DVD by mail business will soon be obsolete, and movie delivery by Internet is its new focus.

Something like 60%+ of NetFlix customers watched at least one movie delivered via the Internet in the past 30 days.

NetFlix recently signed a deal to license movies for Internet delivery for a total deal size of $1 billion for a five-year plan. Initially, that sounds like a lot of money until you consider what Netflix has been paying for postage!

Just as Netflix seemed to have total control of the industry, it announced that subscription prices were increasing, some by as much as 60%, a move which led to reported customer backlash, cancellations, less than projected subscriber growth, and a decline in stock price.

This price hike caused 805,000 paid subscribers to jump ship in one quarter …. the biggest exodus in its history!

Netflix announced that it would spin off its popular DVD business under a new brand name, Qwikster, leading to even more customer and market confusion. Netflix reversed the decision less than a month later.

What happens now? Not even Netflix appears to know, although millions of customers and all investors are watching with interest.

Return now to the first paragraph of this article and consider the true application of our focus in our Customer Service Boot Camp! Trigger Events, Cycle of Service, Functional Blindness, Raving Fans, Vigilante Consumers, the Service Triangle, and the Knowing-Doing Gap have all surfaced in this ongoing chronicle of errors by two colossal players in a major industry. They will affect YOU as well … regardless of your size and status.

If the economy is 30% different today than three years ago but your company has only changed by 10%, it doesn’t take a genius to realize that someone is in the process of being left behind. Take steps today to insure your future!

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

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Last week was Customer Service Week … an international event devoted to recognizing the importance of customer service and honoring the people who work on the front lines serving and supporting customers.

In 1992 the U.S. Congress proclaimed Customer Service Week a nationally recognized event as well. It’s celebrated annually the first week in October.

Or is it? I saw absolutely no evidence of it in the five states I happened to be traveling in over those seven days!

In past years, I have always tried to provide a blog article during the last week of September to prepare our clients for this special week. In those articles I have shared a variety of advertising, marketing, and celebration activities which can be used in hopes of gaining full advantage of this promotional week.

This year I decided to pass. I wanted to try something a little different by simply observing which organizations might celebrate and utilize this very obvious occasion.

I sadly found nothing … and I can’t blame it on the fact that I happened to be working in an area which simply fell short on their efforts. I happened to be in five different states that week and still saw nothing.

• Nothing on television.
• Nothing on the radio.
• Nothing on the Internet including Facebook, Twitter, etc.
• No billboards on the side of the road.
• Nothing in my mailbox.
• Nothing in the newspapers.
• Nothing in any magazine.
• No banners in the windows of an store.
• No signs inside any store, restaurant, etc.
• No Customer Service Week specials being offered.

What happened?

There are actually dozens, maybe even hundreds, of ways that Customer Service Week could have been promoted to increase customer traffic, awareness, sales, image enhancement, etc. And yet … nothing.

Maybe we were all too busy complaining and crying about the economy, rising prices, taxes, government leadership, fair trade, loss of customer loyalty, competition, and the growing number of reasons on which we can blame our declining business results.

Obviously, there’s nothing that can be done about that first week in October of 2011. It’s dead and gone. Far too many missed the opportunity. However, maybe it can serve as a valuable, however costly, lesson for us.

Next year we can rally everyone in the organization in hopes of coming up with new, creative ideas in which to celebrate Customer Service Week … ways which will send a message that we DO, indeed, value and appreciate those who have permitted us to serve them. Let’s let them all know that our doors are always open and that we realize we have no business without them.

It’s time many businesses wake up and realize what it really takes to maintain and grow a business in today’s ever-growing chaotic and competitive business environment. There is no existing success formula that doesn’t include “customer” in some way.

Personally, I don’t think there should be a Customer Service Week! I feel we’d be much more successful if there were only a Customer Service DAY, and we honored and celebrated it 365 days a year!

What did your organization do this year during Customer Service Week?

Will you be around to celebrate the next one?

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

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You don’t have to approve of the tremendous shift to Internet retailing. Many people simply aren’t comfortable with technology. In fact, many will never come around. However, you have to admit that the transition has been very successful, unusually rapid and appears destined to continue its rapid growth. Millions have made the move for a variety of realistic reasons … cheaper prices, free shipping, faster service and delivery, larger selection, no sales pressure, easy payment procedures, and detailed and clear information about what is being offered.

While there are many differences between shopping online and visiting your local brick and mortar location, there are also many similarities. One of the most crucial parallels is the need for outstanding customer service leading to long-term customer loyalty! Those currently neglecting an online identity must learn this lesson as well—and quickly—before losing their current audience to the many online entities evolving daily.

On line or in person, speed seems to be emerging as a critical element of good customer service. How quickly someone picks up a customer’s call or writes them back is essential in today’s competitive marketplace.

A new study points out some fairly big disparities in customer response times among the Internet’s top 100 retailers. The difference between being the fastest and the slowest can be a matter of minutes on hold or days waiting for a emailed reply. The study was conducted by STELLAService, which used a network of full-time mystery shoppers to evaluate each site, making more than 1,200 interactions via phone and email.

Their study found that consumers have a lot of choices and being fast or slow could be the difference between whether someone who tries your site comes back again or goes elsewhere.

According to the study, 31 of the top 100 retailers clocked in with average hold times of less than one minute, with the average time to reach a live agent being 1 minute, 41 seconds. The longest hold times occurred on Mondays and Fridays; Sunday was the easiest day to reach a live representative. Out of the top 100 Internet retailers, 80% offer call support on Sunday.

DisneyStore.com ranked among the top 10 for both speediest email support (1:47:40) and phone support (12 seconds).

Of the top 100 retailers, the ten companies with the shortest average call hold times are:

1. SierraTradingPost.com (6 seconds)
2. YOOX.com (11 seconds)
3. DisneyStore.com (12 seconds)
4. UrbanOutfitters.com (17 seconds)
5. Grainger.com (21 seconds)
6. Nordstrom.com (21 seconds)
7. Fingerhut.com (23 seconds)
8. MarketAmerica (25 seconds)
9. LLBean.com (25 seconds)
10. Cabelas.com (27 seconds)

The 10 companies with the quickest average email response times are:

1. OfficeDepot.com (48 minutes)
2. MusiciansFriend.com (58 minutes, 40 seconds)
3. Diapers.com (1:23:48)
4. DisneyStore.com (1:47:40)
5. Abercrombie.com (1:50:45)
6. USAutoParts.net (3:38:00)
7. Gilt.com (4:43:00)
8. PCMall.com (4:49:48)
9. Kohls.com (5:02.00)
10. Coldwatercreek.com (5:06:10)

Are you even aware how long your employees take to answer your phone or to reply to a customer e-mail? If so, how do you rate against the very best as listed above? If you don’t know, you’d better find out. It could be crucial to your future success!

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

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I don’t know, maybe it’s because I travel so much. I’m exposed to customer service, or the lack of it, every day on so many various levels. It seems to becoming more and more evident that we’re in the middle of an epidemic of disastrous proportions concerning the quality of the service in today’s environment.

At a time when quality service would seem to be an obvious strategy for most any business, it appears to be neglected regularly.

Consider this obvious example.

I visit the Bellagio Hotel & Casino in Las Vegas on a regular basis as a keynote speaker at a variety of leadership conferences. Industries choose the Bellagio because of its tremendous reputation for focus on the customer.

On my visits, who do you think will have the greatest input and impact on my memory of this property, my experience, the possibility of my return, and what I say to others about my stay?

Will it be the Chairman of the Board, the President, or those at C-Level (CEO-CFO-COO) positions?

Or, will it be the valet parking attendant, the bell hop, the front desk clerk, a telephone operator, or members of the housekeeping staff?

Well, let’s be realistic. That first group of individuals is critical to the success of a major attraction such as the Bellagio and they certainly deserve a great deal of credit.

However, that wasn’t my question. My question was: On my visits, who do you think will have the greatest input and impact on my memory of this property, my experience, the possibility of my return, and what I say to others about my stay?

It takes only a moment to realize that the second group actually has a greater impact on me than the highly educated, highly experienced, and highly paid executives. And the reason is simple. The second group comes into contact with the customer much more often than the executives!

I get my impressions and make my decisions based on the quality of those contacts: Plain and simple.

Now, of the two groups, who is usually:

1. Paid less money?
2. Receives fewer benefits?
3. Receives less information and feedback?
4. Has less experience?
5. Receives less training?
6. Is less appreciated?

Kind of frightening, isn’t it?

Now let’s be realistic. I’m not suggesting you pay this second group more money than the executives … nor offer more benefits. That’s totally unrealistic. However, we can certainly prepare them for reaching that level one day by offering everything on that list. And yet we seldom do.

The behavior of these front-line people can make or break our business and yet we do little or nothing to prepare them for that enormous responsibility.

So how do you explain the success of the Bellagio? Its pay is very similar to the other hotels on the strip. It hires from the same potential employee pool as its competitors. What makes the difference?

It’s actually very simple.

• The Bellagio screens its applicants.
• The Bellagio provides strong expectations of the performance it requires of its employees.
• The Bellagio provides the necessary training to provide those skills.
• The Bellagio inspects what they expect (accountability).
• The Bellagio provides consequences, both positive and negative, for employee performance.
• The Bellagio celebrates success.

I almost feel ridiculous posting that list because it’s so very obvious. On the other hand, very few organizations do it! Yet, look at the great consequences afforded the Bellagio for doing so. It has a reputation that is second to none and it continues to reap tremendous ROI for its efforts.

Have you prepared your staff for their crucial role in your success? Think about it!

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

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I’ve been invited to fly out to Los Angeles in a few weeks to join Keri Newell’s “Can’t Succeed Without It” Dream Team to offer tips, tools and strategies to small businesses and entrepreneurs who are striving to succeed in today’s chaotic and competitive environment.

The event will be held at the beautiful Luxe Hotel in L.A. on May 19 from 8 a.m. until 4 pm.

I love the title Keri came up with. It’s certainly good advice:

Get Your SHIP Together … “Keep Your Clients!”

Short, to the point, and certainly words of wisdom for anyone seeking success today.

We’ve invested a lot of time and effort creating content for this event, and I’ve struggled as to where the focus should be.

While many strategies are evident and often very simplistic as demonstrated by leaders in every industry today, it’s often a real challenge to get people to apply them.

Maybe it simply sounds too simplistic. I’m not sure why so many hesitate to apply proven principles … especially when all else is obviously not providing desired outcomes.

Let me give you an example. Take a look at this video … but only after considering this warning! What you’re going to see is NOT new. It’s been around a long time and has proven to be successful time and time again. However, before you dismiss it for those reasons, consider the fact that you seldom see it being practiced.

Worthy of note, those who DO practice these principles have evolved as leaders in their industries. Why then don’t others follow suit? Reveal an answer to that question, and you’ll have a “best seller” on your hands.

As you watch this video, try to think of the last time you saw any of these principles put into practice any place you visit as a customer. It’s simply NOT being done at a time when those in business should be willing to try anything to succeed.

If YOU simply follow the obvious advice offered in this short video, you’ll be well ahead of your competition today. If you choose not to follow this advice, you’d better hope your competition makes the same decision!

Today, you’re either making dust or eating dust … the choice is yours!

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

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How many examples do we have to see before we realize that customer service is rapidly going the way of the family dinners and roof-top TV antennas?

Not only is it disappearing … it’s becoming a joke of sorts. Late night comedians share examples of poor or non-existent customer service on a regular basis. It makes headline news almost daily. Sadly, we’re beginning to accept this unfortunate trend as commonplace!

Last week, two of our nation’s largest casual dining chains—Applebee’s and Olive Garden—accidentally served alcohol to young children. A 15-month-old boy’s sippy cup was filled with margarita mix and alcohol rather than apple juice! In another case, a 2-year-old was served alcoholic sangria rather than orange juice! Either of these incidences could have been disastrous! These two examples are said to be just the tip of the iceberg for the country’s $604 billion restaurant industry at a time when they struggle to overcome the effects of a staggering economy.

The National Restaurant Association reports that more than 150 million meals are served daily in the U.S. How many examples such as these have gone unreported? Restaurant and PR consultants suggests that restaurants must “Retrain Staff” and “Rethink Policies.” Think about that suggestion for just a moment. What does that say of current training and existing policies? I’m afraid it’s going to take more than just that.

Excellent customer service must become an essential element of the culture of any business that strives for success in today’s chaotic and competitive environment!

This issue can be a life-and-death challenge if not taken seriously. Consider the possible outcomes of the above examples alone. And it’s not just one industry facing this challenge.

All of a sudden, air traffic controllers are in headlines from coast to coast, and it’s not good news. They’re falling asleep on the job, ridiculously undermanned in the towers, poorly trained, and even playing video games while directing flights. The FAA reported this week that air-traffic errors have risen 81%! 1,800 errors by air-traffic controllers were reported last year! Consider the lives, both in the air and on the ground, that are in jeopardy as a result of these figures!

A recent three-year study by the National Federation of Independent Business revealed that businesses that focused on customer service were more successful than their price or product-minded competitors.

Where is YOUR focus and what are the future consequences, good or bad, of that focus? Give it some serious thought before it’s too late!

Our Customer Service Training campaign continues across the country. Join us in focusing on this critical issue!

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

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The following information has been circulating for decades. It certainly isn’t new and, at first glance, appears to be nothing more than common sense. BUT WAIT! Before dismissing this potentially game-changing advice, consider the fact that it’s just the opposite of common sense — it’s Uncommon sense!

I challenge you to mentally review the last five service interactions you’ve experienced (theater, restaurant, hotel, airport, retail store, etc.). Did you hear any one of the ten following phrases? Could it have made a difference in your level of satisfaction had you heard one or more of these phrases? Think about it. Seriously. Then answer those few critical questions at the end of this page.

Ten Phrases That Will Make Your Customers Feel Loved

The 10 most important words: “I apologize for our mistake. Let me make it right.”
(When something goes wrong, most people just want to be heard and acknowledged. So listen, apologize, then ask what you can do to make it right!)

The 9 most important words: “Thank you for your business. Please come back again.”
(Repeat customers cost much less than new customers and are also more loyal!)

The 8 most important words:  “I’m not sure, but I will find out.”
(It’s ok if you don’t know the answer; it’s not ok to make the customer keep searching for it. That’s your job!)

The 7 most important words:  “What else can I do for you?”
(Be prepared to go the extra mile; there is less competition there!)

The 6 most important words:  “What is most convenient for you?”
(Your customers will be pleasantly surprised when you ask what’s convenient for them!)

The 5 most important words:  “How may I serve you?”
(This question reinforces your role in the relationship. Play that role the best you can!)

The 4 most important words:  “How did we do?”
(Feedback is critical! Your customers have a unique perspective and they appreciate being asked!)

The 3 most important words:  “Glad you’re here!”
(Customers who feel welcome spend more time, more money and are more likely to return!”)

The 2 most important words: “Thank you!”
(Basic manners … but how often do you get thanked when you are the customers?)

The MOST important word: “Yes!”
(Become a “yes” person! Make things happen for your customers, and they will make things happen for you!)

Here’s a perfect example of many people knowing something while few people practice it.

• How many times have you heard any of those phrases as a customer?
• How many times have you sincerely used any of those phrases with your customers?
• How many times have your employees sincerely used any of those phrases with your customers?
• How many of your customers would appreciate hearing those phrases?

Maybe now is the time to start. Now the choice is yours. Delight your customers, grow your business, and enhance your profitability. You have nothing to lose and everything to gain.

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

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