Friday Fun: Little Acts Of Kindness

11/10/2006

Friday Fun is Diva Marketing's virtual happy hour from cosmos to Jack to lemonade. A waiting for the weekend 'playground' time to be sophisticated-silly. Or sometimes just plain silly.

When you're on the road for business, eating alone seems more the norm than not. Most times I'm okay with that. I use the time to catch up on "thoughts" or people watch and write blog posts in my mind that will probably never find their way to Diva Marketing. But Girlfriend, sometimes it can be lonely and awkward.

Last week my plane was late getting into Phoenix, where I was speaking about using blogs to build better service relationships, at the ASU's Compete Through Services Symposium. I was tired, hungry and a little frazzled when I walked into the Bistro at The Ritz Carlton Phoenix (sometimes these speaking gigs do have their perks!) to have dinner.  As the  waiter showed me to a table for one, two women, who were having dinner, waved to me and invited me to join them. Barbara Glanz turned out to be the end key note speaker and Krista Leintz was an attendee.  Little Acts of Kindness.

And little did I know that Barbara Glanz'sCarebig kindness would be a living example of her presentation - The Simple Truths of Service. Barbara is passionate about building customer loyalty through customer service. As Barbara told us, you can't mandate customer service. Excellent customer service comes from both the heart as well as the head. That usually doesn't just happen. The culture of your organization has to support and encourage Little Acts of Kindness.

I listened to her tell story after story of creative, but simple ways, people within companies engaged with their customers. Barbara tells people to, "Put you personal signature on the job."

Then there is Johnny The Bagger a young man who happens to have Downs Syndrome. Johnny puts a though of the day in every order he bags. Customers come into the store, patiently wait in Johnny's line, just to get Johnny's quote of the day. "Johnny brought his heart to his job. He focused on what he could do in his daily work to make his customers feel special and their lives a little better." Little Acts of Kindness.

Light bulb moment. This is so bloggy thought I. Why not incorporate blogs into your customer service strategies? Why not have a Johnny The Bagger Blog?

Ten Simple Truths of Service

1. Great Service Inspires Stories/Memories.
Tip: Collect and record customer service stories

2. Great Service Uses Outside-The-Box Thinking
Tip: Encourage and reward creativity and innovation

3. Great Service Is A Choice
Tip: Understand the choices you have to engage with your customers. Teach employees to look for these touch points.

4. Great Service Starts With A Clear Vision

Tip: Management must first have a focused vision and be enthusiastic about the importance of excellent customer service.

5. Great Service Requires That Everyone Catch The Vision
Tip: Ensure that all employees understand and buy-into the vision

6. Great Service Surprises People
Tip: Have fun. If you're having fun at your job it will spill over to other employees and your customers

7. Great Service Begins With Anyone
Tip: Everyone in your organization is responsible for creating Little Acts of Kindness.

8. Great Service Goes The Extra Mile
Tip: Give employees the authority to Serve customers without going through channels

9. Great Service Brings Customers Back
Tip: Benchmark and monitor customer retention statistics

10. Great Customer Service Comes From The Heart
Tip: Manage on both business and human levels

Bottom-line .. your customers have click-of-the-mouse choices. From the heart customer service builds stronger relationships and can differentiate you from your competition. Little Acts of Kindness .. works!

Lessons Learned: Let's take our cue from Johnny The Bagger. What little Acts of Kindness can you implement in your business that will make your customers feel appreciated and special? In doing so you will not only create a much needed point of difference for your business, but a memorable "signature."  I'd love to hear what you're doing. Please drop a comment and share your experience.
 

 

Astrology_15 business astrology for fun -

from The Astro Divas Paula Dare & Donna Page

Happy Friday Diva fans; this could be a very interesting weekend for many of us. The planets are lining up asking us to have a good time, Moon in Leo shouts let loose, play enjoy life from one corner with the other team of players in Scorpio wanting intensity passion and focus.

You may have plenty of homework to do on your business agenda but feel like throwing it to the wind until you are back in the mood. Set aside allotted time to focus and regroup your long term vision, then allow your inner child to come out and play.

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Tracked on Dec 12, 2006 7:45:03 AM

Comments

How timely, I JUST returned home from Trader Joes where a cashier went the extra dollar for me. Before she scanned the ham I bought she said, "Last year these had coupons for $2 off." And with that she knifed open the netting, opened the hidden recipe/coupon tag and indeed, there was a $2 off coupon. Not THAT's service!

Posted by: Mary on Nov 12, 2006 8:52:25 PM

I own an online boutique and sell fine lingerie, GigisCloset.com. The garments I offer are the best quality and all special and pretty, making them also on the expensive side. To show appreciation and attention to detail, we wrap each order in burgany toile tissue paper closed with a trademark G sticker. So when the my customers open their package it is like opening a present.

Included in the present are a few items that I feel not only add value to the experience but reaffirms the value of the garments. The contents are a free lingerie bag, lingerie wash, shipping summary with easy free return shipping slip. The lingerie bag protects the delicate contents inside. These bags are useful traveling or storing until a special day. We include care instructions with the sample of lingerie wash. This is a special detergent that one should use on delicates. Normal detergents are actually damaging to the fine laces and elastics in undergarments. I also throw in a manufacturer's catalog which my customers seem to like.
So, besides offering beautiful intimates, I try to really give a boutique purchasing experience with the packaging and free gifts as well as offering the reassuring free return shipping policy.
I hope it makes my customers happy and feel special. I enjoy when they become repeat customers because that means we are doing something right.
-k
www.GigisCloset.com

Posted by: Kristina on Nov 15, 2006 10:35:54 PM

I wish to get a TV interview through TMZ to plug or send out some info ideas ro the corporate world.

For far too long access to the real world leaders of Corps who make decisions that effect our lives has been blocked by Gatekeepers and such...!

How can we as you and me, get great ideas that could help world problems, how can we get the ideas out to the decision makers, if we have no way of being heard ?

For example : What if some person in the USA had an idea that could find a way to end the war, ( maybe use a hollywood actor to be disguised as Osama Bin Ladden and make a video of Osama conspiring against his own people and throw it on the airwaves, resulting in his own people doing the job and ridding him )

You see United States has at 300 million people that may have an idea to do this or that, but if those people cant gain access, well then, we all lose.

My name is Canada Litter King, although I am Canadian I live in the USA and I am working on implementing ideas to help America becoming cleaner and litter free....and truthfully, its not about litter,its all about pride...whats it say about society, when filth is the norm on the highways etc....what can be done ? Why dont you ask ?

Do I have any credentials....well I have made national news as a success story feature for who I am what I do....I am a creator of ideas and things....like my litter king 200 watt human looking trash bin for community litter clean up..... might as well have fun, and a Litter King wearing a crown should have the worlds nicest trash bin for clean up...glad you agree...!

Think about this statement.....during the Super Bowl....every single Corporation that ran a TV AD Commercial spent 2.5 million dollars for 30 seconds of no value to society marketing.

What if I were Coke could I do with 2.5 million dollars to help a society issue and build my Coke the Cola name....?

Well, I could make 1000 trash bins on wheels that look identical to big Rolling Coke cans with a slogan ( Coke Helping Hands Program )

I could then hire 1000 Coke representatives to wear Coke Shirts and get them through USA cleaning up the environment with the rolling Coke bins or cans to put the litter...

that 2.5 million dollars spent on a TV commercial for 30 seconds is the same as 2500 people doing something that matters for a time period of ten days for ten hours of meaningful employement that helps the environment, making a wage of ten dollars a hour...!

As a citizen that dislikes filthy littered environments...what would you rather see Coke do, a 30 second TV Commercial or employee rolling big Coke Cans and people wearing Coke shirts cleaning up society, making society cleaner, prouder, and creating jobs and national pride ?

The only way to help solve society problems is to use the power of the media to market out the ideas that can help the society social issues !

As a caring and loving person, my job on earth is to market acts of kindness out to the corporate world...will you interview me so I can do so....?

By the way, litter may not be pretty to market in a show, but just maybe, your marketing pride in dealing with the problem of litter, maybe TMZ has benefit in its profile to help market for a better, cleaner world.

Did you see the TV news lately on the rats that got into a babies room and did scarring to the baby....and they said the problem was created by neighborhood filth....this jsut reinforces why this is so important !

Love and Sincerity Canada Litter King
telephone 770-831-3059

Posted by: Canada Litter King on Mar 5, 2007 1:28:10 PM

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