Articles Tagged ‘Customer service culture’

Lessons from the Legendary Brian Tracy

Friday, April 6th, 2012

I was blessed recently to spend 45-minutes on the phone interviewing business and personal development legend Brian Tracy. It was a dream come true and an absolute joy to go mind-to-mind with such a prolific agent of positive of change. We discussed his new book Earn What You’re really Worth and what successful people do differently than those who struggle. It was not only instructive, but he shared so many strategies that I could barely keep up.

It was not easy to sort through all the mental mind nuggets and wisdom from our time together, but here are three key things we discussed during our telephone interview that I’d like to share with the Mind Capture Nation.

#1. Life-long learning is a non-negotiable. Brian’s story is unique and inspiring. He dropped out of high school and for years drifted from job to job with little if any direction. Then, an awakening occurred and he realized that he should get around successful people and learn the lessons they teach.

For example, we discussed how he was asked to write a book on time management (Tony note: one of my personal favorite books by Brian!) a few years ago. He shared the intense amount of research he did over a one-year period from reading multiple books on the topic, attending the best seminars on the topic, and pulling best practices not from just the U.S., but also from his travels to Europe and the rest of the world.

This impressed me for one central reason: he treated the book and learning about the topic of time management as a huge priority. He spent lots of time studying and learning additional strategies on the topic to help insure that he not only produced a great book, but that he also grew his skill-set on the topic at the same time.

#2. The three major factors that are disrupting the current economy. The three factors we discussed are information explosion, technological revolution and increased competition. In true Brian fashion he explained why this is so important to not only understand but what each of us can do to not only address it, but stay a step ahead of it.

A central point Brian shared is that we have far too many people not upgrading their skills even if they’ve attended university. Skills and knowledge become outdated very quickly and he hammered home while ALL top achievers focus relentlessly on life-long learning. It serves as almost a natural high due to endorphins being released when the mind is positively engaged and learning new information.
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Chick-Fil-A, A Company that GETS IT

Friday, September 30th, 2011

DannyOmalia

Two constant themes to any Customer Service program I present are “corporate culture” and “empowerment.” Not many companies get these right; thus not many companies give very good customer service.

One company/ culture I really admire (there are many, such as Nordstrom, Southwest Airlines, Outback Steakhouse to name a few) is that of Chick Fil-A. If you remember my last two articles on IndySmallBiz describing bad service at Sprint and Chase Bank, you’ll love the experience I had last week at the Chick-Fil-A restaurant on 86th east of Keystone in Indy.

I’d always had a great experience at whatever Chick-Fil-A restaurant I’d visited. Circle Center Mall. Westfield. You name it. This time they made a mistake. After all, we’re all human. But it was the way a young lady responded to the error that will keep me coming back.

I’d ordered a spicy chicken sandwich. When I opened the package, I had chicken strips. I didn’t want to wait in the car line again so I entered the restaurant. Luckily it was after lunch rush so the counter wasn’t too crowded. I Caught the eye of a young lady and explained my problem. She apologized, told me I’d have my sandwich very quickly (it was less than 30 seconds), insisted I keep the chicken strips and gave me a coupon for a free sandwich—all with a smile. I was back in my car within a minute after leaving it!

There are so many great elements at work here. Obviously the company hired a fine employee in this young lady. The trained her well. And they did the toughest thing—they EMPOWERED her to keep mistakes from turning into problems.

In my Power Point presentation, I use a slide that features a quote from Dan Cathy, son of Chick-Fil-A founder Truett Cathy. It’s a “CULTURE” quote. Dan says, “Our light shines brightest when it isn’t on”, referring to the fact that the chain closes its stores on Sundays. That’s the right thing for this particular chain to do. It helps bring it the kind of employees it wants. And its customers appreciate it as well.

Beyond that, the organization EMPOWERED that young lady to take care of the problem right then and there, as well as training her how to do it. Mary Kay Ash was once asked how she had become so successful. Her answer: “I tried to hire really nice people and then tried to let them be as nice as they could be” That’s what Chick Fil-A does.

Hats off to a great organization AND corporate culture!
For information on how to listen to Danny O’Malia’s program on Radio Indy Smallbiz next Tuesday afternoon from 4:30 to 5pm, link here for the Guide to the Radio Indy Smallbiz Schedule.

Danny O’Malia
Indy’s Trusted Servant
(317) 413-9062
fax (317) 815-8755
www.indystrustedservant.blogspot.com

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