Once-in-a-While Won’t Cut It

If you want to be the person or company they can always count on, then it is critical you deliver DAY-IN & DAY-OUT. Consistency is what transforms a reputation of average into one of excellent and it will also create TRUST with customers and bosses. When people know they can count on you, you will always be in demand. Consistency is essential to your success and nothing great will ever happen without it. What matters most is what you do every day, not what you do every-once- in-a-while. The power of your personal brand is based on four things: Competency, Reliability, Consistency and Trust.

The Power of DELIGHTFUL

Norma Seymour was the Senior Vice President of Service Delivery for Cayman National, in the Cayman Islands. I loved how descriptive her title was … Service Delivery. Ms. Seymour took her job and title very seriously and did everything she could to help everyone in her organization deliver … as she put it … “DELIGHTFUL” customer service.

Excuse Book

Before I go any further, I should note, there are several books of excuses. There is Garfield's Book of Excellent Excuses, Excuses for Dummies, The Little Book of Big Excuses, The Book of Big Excuses, Complete Excuses Handbook, and my favorite title ... 1,001 Excuses for How to Get Out Of and Away With Anything.

Domino Pushers Destroy Companies

You can line up DOMINOS in a beautiful pattern and spend hours doing it … but all you have to do to knock them all down is PUSH over the first one (the lead domino) and the rest will follow. The same is true about a business. You can spend years and years building up a great business with a super reputation and one employee can cause a customer to never do business with you again. One employee can PUSH a customer the wrong way and run them off … in other words … they knocked down one DOMINO. But could that one upset customer cause other customers to follow them?

Necessary Evils

A “Necessary Evil” is an evil that must be allowed for a greater good to result; you may not like something, but you understand it’s necessary. Some examples of a “Necessary Evil” would be - Insurance, Root Canals, Speed Bumps, Colonoscopy, Taxes, Government, Changing Diapers, Exercise, and Work.

The Carpet People

The other day I had the opportunity to hear a manager give a 15-minute presentation about things their company was doing to improve productivity, morale and communication. The manager got my attention instantly when he said his employees were always complaining about the “CARPET PEOPLE.”