| July 2006 In this issue... A BE NICE Story Monthly Audio Message People Profile Corporate Corner Do Something! Quote of the Month And on BeNiceOrElse.com: Featured Article Practice Customer-Focused Leadership Past Newsletters June 2006 BE NICE Is Catching On! May 2006 Community Responsibility April 2006 Find Your Own Path March 2006 Motivate Yourself and Others February 2006 Let Your Inner Beauty Shine January 2006 Teamwork 2005 Archives 2004 Archives And from the BeNiceOrElse Audio Archives:  John Paul DeJoriaThe American Dream Paul Mitchell CEO John Paul DeJoria practices customer-focused and employee-focused leadership in his multimillion-dollar organization.
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CUSTOMER-FOCUSED BUSINESSES
 Hi Everyone,When it comes to being successful in any business or industry, I think we all need to remind ourselves of how we make money. Who writes our paychecks? Our customers! The only reason we exist in any business is because of our customers. The only reason we can buy the clothes we wear, live in the houses we live in, take the vacations we take, send our kids to college, and drive the cars we drive is because of our customers. Yet some businesses make their customers feel unwelcome. Their frontline sales people and service providers treat customers as if they were unwelcome interruptions, rolling their eyes as if to ask, “Why can’t you find someone else to help you?” If you make money by having happy customers who ultimately refer more customers to your business (your best form of advertising is word of mouth), then it’s in your best interest to provide customer-focused service. And, of course, you’d better BE NICE in the process! That’s what this month’s newsletter is about. You’ll get great tips from some of my favorite people in the customer-service arena, including author and motivational speaker John DiJulius, and personal coach Janet Payne. Thanks for helping me live my fantasy of spreading this BE NICE message and giving nice people a voice! XOXO, Winn A BE NICE Story Do you have a BE NICE story to share? Send it to editor@BeNiceOrElse.com. If it appears in the newsletter, you’ll receive a BE NICE T-shirt and CD! The following letter made my day! It was just incredible that Amina took some principles from Be Nice (Or Else!) and immediately implemented them. That she was instantly rewarded for being nice made it even better. I know she’s on a fast track for more happiness and peace of mind than she’s ever known before – it really is that easy!  Dear Winn,Today you came to my school to speak with us. I go to school every day from 9 to 3:30 p.m., and then I work at a restaurant from 4 to 10 p.m. I have to go to school on Saturdays, and I feel like I never get enough sleep. I know I have to find ways to have more energy and I felt like I could find that with you. I started to read your book at work tonight and I was trying to follow your philosophy. I told myself I would do everything with a smile on my face, completely be myself, make conversation, and be very nice. When I first started to do it, I have to admit that it felt a little weird. I gave a woman who ordered a milkshake a little extra in another cup so she could refill it. It put a huge smile on her face and it made me feel good. I tried to go out of my way to be extra courteous, understanding, caring, nice, and in a great mood. My customers were so friendly today! I got a lot of them laughing and it made my shift fun. Before you know it, it was time to leave. When I got my money for the night, I made a lot more than expected. The woman from the story left me a $75 tip for a $175 bill! That’s the biggest tip I’ve ever gotten!. I couldn’t believe I benefited from being nice so quickly. My whole day was filled with happiness, laughter, and love. If I can have this happen every day, I am all for it. I will definitely BE NICE........OR ELSE!! Thanks for everything, Amina Robinson Monthly Audio Message  Five Star Coaching owner Janet Payne has been teaching, training, and inspiring individuals since the 1980s. Before becoming a personal coach and motivational speaker, she was a top sales representative for many prestigious companies, including Bonne Bell, Revlon, Ralph Lauren, and Estee Lauder. Among her many achievements, she was voted Nordstrom Vendor of the Year, inducted into the Estee Lauder Elite Club (top 10% of the nation), and Bonne Bell President’s Club (top 10). Janet’s secret to success has always been her nonstop focus on the client’s goals instead of her own. Her customer-first philosophy centers around creating and selling an experience, not a product or service.  Listen to Janet’s inspiring message and learn why “Talent Alone Is Not Enough.”If you enjoyed this month’s audio message, you’ll love our MASTERS Audio Club. CLICK HERE for more information. People Profile  John DiJulius is redefining customer service in corporate America today. The author of Secret Service: Hidden Systems that Deliver Unforgettable Customer Service, John not only teaches others how to achieve exceptional customer service—he lives the philosophy. His company, John Robert’s Salon and Spa, has been named one of the top 20 salons in America for the past six years. A charismatic speaker, John has been a keynote speaker at major events that also featured former Secretary of State Colin Powell and authors Jim Collins, Tom Peters, Michael Gerber, and Ken Blanchard. He has worked with companies such as Ritz Carlton, General Electric, and U.S. Bank to help them raise the bar in continuously exceeding customer expectations. He has pioneered dozens of revolutionary customer service concepts and techniques that are easy to use and easy to implement. Most important, John DiJulius is truly a nice guy. He loves his staff, he loves his customers, and he’s a lovely family man, too. He’s got that BE NICE stuff covered in all areas of his life! Corporate Corner PRACTICE CUSTOMER-FOCUSED LEADERSHIP When it comes to being successful in any business or industry, I think we all need to remind ourselves of how we make money. The only reason we exist in any business is because of our customers. Typical pyramid-shaped organizational charts show the owner at the top of a pyramid, followed by the management team, and then the frontline staff. The customer is commonly at the bottom, not usually by design, but by default. If your company is riddled with hierarchy—with an “all important” focus on the boss—then your customer comes last. Let’s take that pyramid and turn it upside down. Who should be at the top? The customer, followed by the frontline staff, and then the management. And who’s at the bottom? The owner. This may sound harsh, but implementing this way of thinking will make any business far more successful and profitable. And isn’t that why you’re in business to begin with? Do Something! THE ANSWER’S YES—NOW WHAT’S THE QUESTION?  By John DiJuliusAuthor of Secret Service: Hidden Systems that Deliver Unforgettable Customer Service www.johndijulius.com With 27 upscale restaurants in seven states, Cameron Mitchell Restaurants has one of the best service brand promises I have come across: “The answer’s yes . . . now what’s the question?” The brilliant metaphor on which this philosophy is founded is known as “the milkshake.” Legend has it that several years ago Cameron and his family were customers at a restaurant and his son asked if he could have a milkshake. The server said, “NO!” Cameron, knowing that the restaurant had ice cream, milk, and a blender at their disposal, couldn’t fathom why they wouldn’t accommodate a guest when it was so simple. The milkshake became an icon to remind everyone in his organization about finding a way to say yes. They start every company meeting with a “milkshake toast,” and they give a “Milkshake Award” to associates who demonstrate the spirit of their service brand promise. If you walk into any of their locations, you’ll probably see associates wearing milkshake pins and you’ll notice milkshake icons on posters, memos, training materials, and pictures. To ensure that every employee in your organization understands that there’s no worse crime than saying no, create a metaphor similar to Cameron Mitchell’s milkshake. Advertise it to your entire organization on a daily basis through recognition, signage, awards, and other themes. Empower everyone in your company to do whatever it takes to deliver genuine hospitality.
Walk the talk and wear the talk.
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Winn Claybaugh’s Be Nice (Or Else!) The Newsletter! |