Management Makes or Breaks Your Service‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌
 
The Door or the Floor?
Management Makes or Breaks Your Service

“The speed of the leader determines the speed of the pack.”
-Ralph Waldo Emerson

Behind the Door
If I receive poor service from an organization, I go directly to the top leader to find out if that is intended or not. I realize you can hire a bad employee (no one is perfect) and that people can have a bad day. But a consistently sub-par service goes to the top level of any organization.

When Domino's changed their name from Domino's Pizza, you knew it was more about distancing themselves from bad reviews attached to the old title, than the different offerings they serve. The same is true for Comcast/Xfinity, Truist Bank (formerly SunTrust and BB&T), Verizon and many others.

Last month my mother came to live near us and moved into an assisted living community. The salesman spoke several times with us as we explored the different locations and services. He won us over with promises of tremendous service and respect befitting a woman who has lived almost a century. We felt she would receive the personal care, services and perks he had told us about in the interviews.

The day she moved in the staff seemed unprepared for our arrival. Although there were balloons and a welcome note on the door of her new apartment, no other provision or expectation was made for her to move in on the date we had agreed upon.

Two calls to the sales director were made. He contacted Mack, the executive director, and the message we were told is that “Mack is furious” that the ball was dropped on our move-in.  Changes would be made, and we would witness their superior caring service. We moved her there expecting the doctors and orientation team would be on the ball. We never met Mack and all of the follow up had to be done on our part.

There is often a noticeable gap between what the sales team sells
and what customer service will provide.

An employee told my mother that Mack spends his time in the office all day long with his door closed.  She said he never comes out to meet, greet and listen to residents and families. It makes for a poor attitude among the staff passed on to residents and families. We are very frustrated and feel unimportant to the company.

My mother is convinced that the only way she has been able to get service is...

 

 
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Both Olympic Gold and Medal of Honor

These are ordinary people who used circumstances, skills or inspiration to change their lives and the world around them. Enjoy!

One day in gym class, the students were asked to race. The coach noticed the speed of a fast, young athlete while timing a 60-yard dash. "I'd noticed him watching me for a year or so, especially when we'd play games where there was running or jumping." The coach immediately invited him to come out for the track and field team. His demanding work schedule meant that he would have to practice in the early mornings, but the coach was willing to put the time in to help shape the natural talent he saw in his young, new recruit. Matriculating on to high school, he continued to stand out in track.

He broke the World Record for the 100 - yard dash in high school and tied it again in Chicago in an interscholastic meet. He also excelled at the broad jump. His prowess was so well known, that many colleges and universities sought to recruit him the superb athlete. He chose to attend Ohio State University, but his struggles were just beginning. He faced segregation at every turn. He was not allowed to live on campus, eat in restaurants with the white members of the track team on the road, and rarely was allowed to stay in the same hotel with most of his teammates.

Who represented his country, proudly won four Olympic Gold Medals and embarrassed Adolf Hitler?

 
 Reinvention Nation Blog:
How to Have an Avid Fan Base

If you speak or write to hurting, struggling leaders (or people in general) you will never lack for an audience. Human beings will always be carrying trouble and problems with them. Every sales person I meet says that they help hurting people. That is their motivation.

The difficulty is that they almost never bother to find out how people are hurting. They don't diagnose the pain or problem. How can you help someone if you don't know what they need?

And how can you call yourself a "problem solver" if you don't listen to people?

If you can find out where people are hurting and struggling and dedicate yourself to alleviating their pain, you will always have a willing...

 

 
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Short quotes and comments you can use to start your Reinvention adventure.  Small and compact to share with your team, associates and customers.
 
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Quotes:
Transparent Leadership

“The single most important ingredient in the recipe for success is transparency because transparency builds trust."
-
Denise Morrison

“I think the currency of leadership is transparency. You've got to be truthful. I don't think you should be vulnerable every day, but there are moments where you've got to share your soul and conscience with people and show them who you are, and not be afraid of it."  
-Howard Schyltz

“We believe that transparency creates trust."
-Julie Sweet, CEO Accenture


“Clients don't expect perfection from the service providers they hire, but they do expect honesty and transparency. There is no better way to demonstrate this than by acknowledging when a mistake has been made and humbly apologizing for it."  
-Patrick Lencioni

“Truth is a point of view, but authenticity can't be faked."  
-
Peter Guber

Jim Mathis
 

12472 Lake Underhill Road, #322
Orlando, FL 32828 USA

www.jimmathis.com
info@jimmathis.com

NEW Phone Number:
1-407-369-7842

 
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