Steve Ferrante's High Performance Blog for Sales/Customer Service/Leadership Champs and Progressive Professionals!

Every so often (and certainly not often enough) I come across a story of extraordinary customer service that makes me want to jump up and cheer.

Last summer I posted such a story about  Mr. Willie, “The Best Walmart Greeter Ever”, and how his enthusiasm and optimism created a legion of fans among his customers and co-workers. See Put Some “BAM” In Your Customer Service! for more on Mr. Willie. 

Today, I’m posting another inspiring story of extraordinary service. This is the story of Tim Harris, owner of Tim’s Place in Albuquerque, New Mexico. Tim is the only restaurant owner in the country with Down’s Syndrome and if there were ever a great example of a human being maximizing their extra chromosome it is this man.

One view of his morning “Magic Dance” to kick-off each day and you’ll know that Tim has that rare and remarkable Zip In His Do Da that separates ordinary from extraordinary service providers.

I hope Tim’s story inspires you to put that little extra in your customer service and, if so, I encourage you to share Tim’s story with others.

 

Make a Great Day!

Steve 🙂

I often speak about ‘the customers perception is your reality’ and how when a customer has a great experience with a company’s designated sales or customer service rep their perception of the company overall (their brand) is enhanced. Conversely, when a customer has a poor experience their overall perception of the company overall is diminished.

At no time is this more important than when dealing with customer complaints and problems. As I published in How Fit Is Your Customer Service?, the true test of a business’s customer service fitness is not when things are going right – but rather what is done when things go wrong.

That brings me to a truly horrendous case of customer disservice by a customer service rep at Comcast. As well documented in the article (with audio clip) posted below from cnet.com yesterday, the customer simply wanted to disconnect his service.  The abusive way he was treated has certainly left a lasting negative impression of the company overall.

Could this Comcast rep be the worst service rep in the world? – CNET
http://www.cnet.com/news/could-this-comcast-rep-be-the-worst-service-rep-in-the-world/

It’s a shame that this happened and I’m sure Comcast believes this incident is not representative of their customer service quality overall. Still, this one bad experience all by itself has done considerable harm – not only with this customer who undoubtedly will never return but also by extension with the countless folks he has now shared his tragedy with.

Always remember…

The True Test of Customer Service

Truly great service happens at all points (beginning-middle-end) of the customer relationship!

Make a Great Day!

Steve 🙂

Steve Ferrante is the Grand PooBah & Trainer of Champions of Sale Away LLC., providing Pinnacle Performance Sales, Customer Service and Winning Team Culture training, speaking and professional development services to success-driven businesses throughout North America. For detailed information visit Sale Away. Steve can be reached directly at 866-721-6086 ext. 701 or via email at steve@saleawayllc.com

We’ve all heard the expression “leading by example”.  This popular phrase is most often used when referring to managers and leadership executives of an organization but it also applies to every member of a sales, customer service department or organization in general.

A few points to ponder…

Are you maintaining a proper positive attitude all-day while on-the-job?

Employees who are constantly negative tend to contaminate their environment and bring everyone else down with them.

Are your actions bringing to life your business’s customer service mission in each and every customer interaction?

Service representatives with no PRIDE that don’t live up to their business’s customer service pledges and demonstrate poor behaviors set the stage for their counterparts to do the same.

Are you putting in 100% effort regardless of what others in your organization may be doing?

Salespeople on teams where everyone else is failing to meet their numbers tend to adopt a “it’s not me, it’s everyone” mentality and settle into a comfort zone of mediocrity.

Are you the setting the example that inspires others to follow?

On the flip-side, when an “A Player” sets the bar with their winning attitude and behaviors this typically has a positive effect that influences others to raise their own game and perform at a higher level.

The fact is you are an example to others as they are to you.  Whether you are a good example or not is up to you.

3536-000047

Make a Great Day!

Steve 🙂

You Are An Example also applies perfectly to parenting and although that’s a whole other story it’s well worth mentioning here!

Did you know that today is Collector Car Appreciation Day? It’s true and there are collector car events all over America for auto enthusiasts to celebrate the occasion.

Check out this link from my friends at SEMA for complete details >  Collector Car Appreciation Day – Friday July 11

In support of this appreciation day, here’s a few choice American Muscle Car selections from Pinnacle Performance Rides

Click Pic to Enlarge via Flickr

1955 Chevy Bel Air

55Chev1

 1965 Impala SS Resto-Mod

1965 Impala SS Resto-Mod

 1966 427 SC Cobra

1966 427 SC Cobra

 1967 Tiger Gold Hurst GTO

1967 Tiger Gold Hurst GTO

1968 Olds 442 Convertible

'68 Olds 442 Convertible

 1969 Boss 429 Mustang

1969 Boss 429 Mustang

1970 Chevrolet Chevelle SS

1970 Chevrolet Chevelle SS

  1971 Chevy Camaro Pro-Touring Custom

1971 Chevy Camaro Pro-Touring Custom

1972 Dodge Challenger Custom

1972 Dodge Challenger Custom

’78 Bandit Trans Am Pro-Touring

'78 Bandit Trans Am Pro-Touring

Make a Great ‘Collector Car Appreciation’ Day!

Steve 🙂

Follow Steve’s Pinnacle Performance Rides > Pinnacle Performance Rides On Pinterest

How much more successful would you be if you gave more and wanted less?

How much more successful would you be if you believed more in doing what’s right and less about what’s in it for you?  

How much more fulfilling would your life be if you lived the positive change you wish to see in the world?

In my professional opinion, A WHOLE BUNCH MORE!

This heartwarming 3 minute Thai commercial delivers a powerful message on the power of good and giving selflessly. If more people acted this way, the world would be a much better place.

 

Be The Change

 

Make a Great Day!

Steve 🙂

focus-on-success1

One of the success traits of high achievers is their ability to focus on the outcome they want to achieve and then align their actions to meet their objective. This principle was defined in Stephen Covey’s 7 Habits of Habits of Highly Effective People as Begin With The End In Mind

Self-help author and motivational speaker Tony Robbins certainly has plenty of good things to say about the power of focus and it’s role in success. Much of this is the narrative of the outstanding motivational video below.

High achievers focus on the result (success) they are committed to achieve rather than the activity to get it done.

What will you focus on today? 

Tony Robbins Focus

Make a Great Day!

Steve 🙂

Kicking off Pinnacle Performance Rides showcase series with a perfect-for-the-4th-of-July American Icon, the Chevy Corvette.

Click Pic to Enlarge via Flickr

1961 Vette Resto-Mod

1961 Vette Resto-Mod

1967 Corvette Sting Ray L88 427 Convertible

1967 Corvette Sting Ray L88 427 Convertible

1969 ‘Killer Shark’ Vette Roadster

1969 Killer Shark Vette Roadster

 

1996 Corvette Grand Sport

1996 Corvette Grand Sport

2002 Corvette Avelate Custom

2002 Corvette Avelate Custom

2009 Chevrolet Corvette ZR1

2009 Chevrolet Corvette ZR1

 2015 Chevrolet Corvette Z06 Convertible

2015 Chevrolet Corvette Z06 Convertible

Make a Great Day!

Steve 🙂

I talk quite a bit about the contribution of a positive attitude in creating a Winning Team Culture and how positive attracts positive in everything you do. See > Put Some Zip In Your Do Da!

Perfectly aligned with this, I recently came across this interesting and insightful article in The Huffington Post by  > The Habits Of Supremely Happy People

Explanations of each can be found in the article but here are the habits of supremely happy people:

They surround themselves with other happy people.

They smile when they mean it.

They cultivate resilience.

They try to be happy. 

They are mindful of the good.

They appreciate simple pleasures.

They devote some of their time to giving.

They let themselves lose track of time.

They nix the small talk for deeper conversation

They spend money on other people.

They make a point to listen. 

They uphold in-person connections.

They look on the bright side.

They value a good mixtape.

They unplug. 

They get spiritual.

They make exercise a priority.

They go outside.

They spend some time on the pillow.

They LOL.

They walk the walk.

Simply put, you cannot maintain a sunny demeanor if you’re not truly happy.  So, if you’re going to benefit from that Zip In Your Do Da, it would be wise to follow these habits and put yourself in a happy place first.

BirdFry

Make a Great Day!

Steve 🙂

Don’t flirt with disaster… now is as good a time as any. 

When-we-gamble-with-our-time

Now is as good a time as any

See All > Pinnacle Performance Quotes

 

Some Monday Morning Motivation from Inc. Magazine

7 Habits Of Exceptionally Resilient People

By Richard Feloni

The best entrepreneurs don’t give up in the face of adversity. Here’s how you, too, can become more resilient.

Resilient people don’t give in to anger or despair when faced with a setback. Instead, they tap into a greater purpose to bounce back stronger than ever.

“They find resilience by moving towards a goal beyond themselves, transcending pain and grief by perceiving bad times as a temporary state of affairs,” says Hara Estroff Marano, editor at large of Psychology Today.

Highly resilient people know how to bend to inevitable failures and tragedies and not break. Here are seven habits of people who know how to confront adversity and move on with their lives stronger than before:

1. They have a strong sense of purpose.

Resilient people make a habit of being persistent. “Knowing what one wants is the first and, perhaps, the most important step toward the development of persistence,” says Napoleon Hill in “Think and Grow Rich,” one of the top-selling books of all time.

2. They are self-reliant.

Resilient people believe that they are fully capable of carrying out their purpose, says Hill, which allows them to rebound from setbacks.

3. They have a support network.

Just because successful people are self-confident and can rely on themselves doesn’t mean that they isolate themselves from others. Studies show that having intimate relationships with friends and family provides the benefits of belonging, increased self-worth, and security that reduces stress levels, especially in times of crisis.

4. They are accepting.

Resilient people understand that frustrating situations, failures, and tragedies are inevitable parts of life, and they’re able to move on because they don’t ignore or repress their pain. “Acceptance is not about giving up and letting the stress take over, it’s about leaning in to experience the full range of emotions and trusting that we will bounce back,” Brad Waters writes in Psychology Today.

5. They are optimists.

Those who move forward do not dwell in a state of victimhood or self-loathing. “What the resilient do is refrain from blaming themselves for what has gone wrong,” says Marano of Psychology Today. “In the language of psychology, they externalize blame. And they internalize success; they take responsibility for what goes right in their lives.”

6. They turn adversity into opportunities for growth.

In “The Obstacle Is the Way,” Ryan Holiday points to several historical examples of people who practice the ancient Greek philosophy of Stoicism by re-framing adversity as an opportunity for triumph. He cites Nassim Taleb, who defines a Stoic as someone who “transforms fear into prudence, pain into transformation, mistakes into initiation, and desire into undertaking.”

7. They take care of their health.

Psychologist Karen Horneffer-Ginter focuses on the physical characteristics of resilient people, who know how to keep stress from accumulating and then crippling them. She says exercise and meditation can be great ways to clear the mind of anxiety. “Unplugging and stepping off the wheel of our doing can offer just the reset we need to re-find our center,” she says.

Click To View Original Article > 7 Habits Of Exceptionally Resilient People 

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