An ode to customer service!

Every now and then a little gem comes along from one of my clients. Below is a poem written about customer service by a delegate on one of my Millionaire Mind-set ©SYSTEMS seminars.

I have a rhyme, customer service
that would be sublime,
if it shared the purpose,
of great customer service!

Rule number 1 for happy customers, listen,
See their eyes light up and glisten,
Identify your customers needs,
And you will be the one that sees,
That if you can anticipate and focus,
Your clients will know there’s no hocus pocus.
active listeningPut your attention to important objectives,
To gather ideas and play detective,
When synergising together as collectives,
You deliver and listen to different perspectives.
Therefore you gather what will really matter,
and all this from an initial little natter.

Rule number 2 Explain what you gather,
Delivering value and relevant matter,
Sharing with them your thoughts of great strategy,
And do it all with fantastic hospitality.
Know you product inside and out,
So you can deliver with great klout,
Being an expert is what it’s about,
From this knowledge your business will sprout.
This is how to be an informative expert,transparency
So listen to these rules to convert,
A friendly chit chatter into a sale,
And so your business will surly prevail.

Rule number 3 make sure you understand,
To create transparency about your brand,
Building upon your customers expectations,
By clarifying all your intended formations.

Rule number 4 have a friendly attitude,
And remember to always show your gratitude,
Having the right intent, you will go far,
And show them exactly how genuine you are.
Build confidence, reputation and trust,
Follow these rules you simply must,
reputationTo build and withhold your deserved reputation,
You will be presented with Great Service certification.
Be willing and show continued support,
Presenting you really are a good sport,
Even if they like to scream and shout,
Say ‘Hold on, I understand, let’s sort this out’.

Rule number 5 is excellence in what you do,
Your skills, your strengths, creating value,
Consistency is key here all the way through,
To make sure your customers are not feeling blue.

Rule number 6 is attention to detail,
By following up with a friendly email,
Or a telephone call to say ‘How are you?’,
Your relationship will blossom and stick like glue.

Rule number 7 have empathy and do not snare,reliability
Let them know they will be treated fair,
Be creative, don’t moan, don’t despare,
And reinforce your known for customer care.

Rule number 8 appreciate their custom,
And treat each client to which they are accustomed,
To congratulate them on completing the brief,
And we have all done so without any grief.

Rule number 9 reliability is key to business success,
So be grateful and pleased it went without stress,
Lay it out on the line for all to see,
And an overnight successes you will be.

To conclude it’s all about going the extra mile,

Thank you Carrie Stay from Clockwork Moggy!

Do It Now! DIN!

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6 Lies we tell ourselves!

We live in turbulent times. There are fewer guarantees and more uncertainties these days. Thankfully this also means there are lots of opportunities to be had. And if you and I are to overcome the obstacles that are in our way and seize the opportunities, we’re going to need strong minds.
mental strength
Mental strength means you understand how to manage your emotions, adjust your thinking, and choose to take positive action, despite your circumstances. It’s knowing deep down that every little struggle is progress. And if you really want it, you’ll do it, despite failure and rejection and the odds. Every step forward will be tough, but will feel better than anything else you can imagine. You will ultimately come to realise that the struggle is not found on the path, it is the path. And it’s worth your while.

Being willing to walk this path of resistance is what mental strength is all about. 90% of our problems as rational human beings are the by-product of learned mental weakness. In other words, over time we’ve heard a succession of lies from other people about what we need and what we don’t need – about what we can and can’t do – about what is and isn’t possible for us – and we subconsciously we believed every word.

What’s worse? We now tell some of these lies to ourselves and we live by them every day.

Which means it’s time for us to unlearn these lies for the sake of our own mental strength:

1 -It wasn’t supposed to be like this. We all have an idea in our heads about how things are supposed to be, and sadly this is what often messes us up the most. stepping stonesRealise this. Expect less and learn more. Let go and let life grow you – let it test you. You won’t always understand it and that’s OK. Just when you think it can’t get any worse, it does. And then just when you think it can’t get any better, it does. Mentally strong people are appreciative of the obstacles in their path because they know the obstacles are necessary stepping-stones. So keep going, keep growing, and someday you will be able to describe your entire life in just one sentence: “It didn’t go as planned, and that’s OK.‚Äù

2-This situation is definitely bad. There’s an adage in the ancient philosophy of Stoicism, “There is no good or bad, there is only perception,‚Äù which was later echoed in Shakespeare’s famous quote, “There is nothing either good or bad, but thinking makes it so.‚Äù Truth be told, the way we perceive a situation has tremendous power to either help us or harm us. So often, we react emotionally and project negative judgments onto a situation, when the first key to overcoming a challenge is to view things objectively. In the long run, it usually isn’t what you have or where you are or what you’ve been through that makes or breaks you; it’s how you think about it all and what you do next.

3 -You don’t have any other choice. Have you ever met a happy, successful person who regularly avoids responsibility, blames and points fingers and makes excuses for their unsatisfying lives? Me either. Because happy, success people are mentally strong. They accept responsibility for how their lives unfold. They believe their own happiness and success is a byproduct of their own thinking, beliefs, attitudes, character and behavior.

break the rules4 -Successful people follow the rules. Break the rules. Don’t break the law, but break the rules. You don’t need to measure up to other people’s benchmarks. The psychological root of most unhappiness lies in external validation, which happens when you try to measure your self-worth based on the opinions of others. But it’s not what others think… it’s what you think about your life that counts. You, and only you, get to decide what kind of life you want to live. Other people’s goals and expectations don’t matter that much in the long-run.

5 -You need to be perfect to be impressive. If the face you always show the world is a mask, someday there will be nothing beneath it. Because when you spend too much time concentrating on everyone else’s perception of you, or who everyone else wants you to be, you eventually forget who you really are. So don’t fear the judgments of others; you know in your heart who you are and what’s true to you. You don’t have to be perfect to impress people. Let them be impressed by how you deal with your imperfections.

6 -There is always an easier way. The path of least resistance is often the path of least reward. You need to do hard things. There are no shortcuts to any place worth going. As Einstein once said, “Genius is 1% talent and 99% percent hard work.‚Äù You must run to be a runner. You must write to be a writer. You must actively work on a business venture to learn how to run a successful business. There is no substitute for doing the work. You must take action on what you know!

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The distillation test!

Distillation test for gossip!

The philosopher had just spent another hard day at the university asking lots of pertinent and challenging questions. On the way to his favourite restaurant for dinner, he was greeted by an acquaintance.

“Do you know what I just heard about your friend Jamie?”

“Just a moment,” said the philosopher. “Before listening to this I’d like to ask you a few questions.”

“Huh?” said the acquaintance, who was eager to pass on the interesting piece of hot news.

“That’s right. Before you talk about my friend Jamie, it might be a good idea to just pause and consider what you are about to say. I call it the triple distillation test.

The first distillation test is through the filter of truth. Have you made absolutely certain what you are about to tell me is the truth?”
“Well….no, actually, you see I just heard about it, and thought, well, you know….

“All right,” said the philosopher. “So you have no idea whether the information is true or not. So let’s try the second distillation through the filter of goodness. Is what you are about to tell me about my friend something good?”

“No not at all, in fact—“

“So,” interrupted the philosopher, “you wish to tell me something bad about my friend Jamie, but you’re not at all sure it’s true?”

“However, you may still pass this test, because there’s one more distillation process remaining, the filter of usefulness. Is what you are about to tell me about my friend in any way useful to me?”

“Um. No. In fact, not in the slightest.”

“Fine,” said the philosopher. “If what you want to tell me is not true, good or useful, why do you wish to tell me at all?”

There are several good points to this story, not least the following:

Personal and professional integrity are essential if a leader wants others to follow him or her freely and with commitment.

In contexts where gossip, rumour and innuendo are rife, this could be a good story to challenge the culture.

The wise person pays attention to the wider consequences rather than the immediate distractions.

So, in the future before you decide to participate in some office gossip, perhaps run the distillation test?

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