I interviewed my friend John G. Miller (author of QBQ, Flipping the Switch and Outstanding!) on yesterday’s radio show and the issue of breaking the rules came up.
Breaking the rules could get you a big raise or even a promotion. It could also get you fired. What’s the difference? Management.
I want people on my team who break the rules. I want them to disregard what our “organization” once thought was best and do what’s right for the customer. ”It’s not our policy” is never said at Lukas Coaching.
The same level of thinking will make you successful in your own business. Jeff Bezos, the founder of Amazon, didn’t play by the rules of book selling when he launched his company. He completely redefined it and now Amazon is the largest book seller in the world.
I actually mention in this video that you can’t. You can’t change what google shows and you shouldn’t even be worried about it. The truth will speak clearly. If bad reviews are truthful, they’ll always be there until you change your company. Only then will the good reviews overshadow the bad.
I’m not a huge fan of Wal-Mart but the company just built a new store near our house. It rocks! Seriously, it’s clean, has open space, the people are very friendly and my wife Christine has a new favorite store.
She’s been shopping there (groceries and all) for the past 30 days. Today, that all changed. She may not be back.
She wheeled her cart to the front to check out after her big grocery run. There were only a few lanes open and each one had a minimum of 10 people in it. The wait was literally 20 minutes.
Here’s what’s wrong with customer service. Can you imagine making the people who want to give you money wait longer than 20 seconds to do it? If you’re in business and you do this there’s a big problem. We’re so used to this that waiting to hand someone our money is normal. You’re not doing your customers a favor by taking their money and giving them a service. They’re doing you a favor but giving you their business and their money.
For all of the great customer service, cleanliness and selection of this new store, Christine just told me she’s switching back to her original one. It’s further away, has very little selection and the people aren’t as friendly. But they don’t make you wait to pay.
When asked if I would rather have a customer who complains vs. one who never does, I’ll nearly always chose the complainer. Think about it. Have you ever been unhappy about something but just thought no one cares so why bother complaining? I know I have.
And when you’re unhappy enough not to complain to the company you’ll tell everyone else you know not to do business with them.
It takes a customer who really values you, your company, your product or service to speak up. That’s who I want to take care of. When they take the time to complain I can fix it. They’re talkers. Next thing you know they’ll be excited and this time they’ll not just tell you, but also everyone they know.
