Archive for June, 2010

Great Expectations

You’ve heard the advice… “Over promise, then under deliver…and you’re sure to disappoint”.  Few things can break trust or weaken relationships more.  Making a habit of it can be “fatal”…especially in trust-based relationships.  Conversely, sound customer service is built upon “under promising and over delivering”, thereby creating situations and results that thrill and excite customers.  The interesting thing is, that while the actual quantity, quality, or degree of what is being “delivered” COULD be exactly the same in every case, it’s the relative expectations that determine the level of satisfaction…and trust.  If you expect a half glass of juice and receive a half glass, you’re satisfied.  If you expect a full glass and receive the same half glass, you’re unsatisfied.  If, on the other hand you expect only a sip of a juice and you receive a half glass, you’re elated!  Again, it all depends on expectations.  The following illustrates well this relationship between expectations, “delivery”, and trust!

I once heard a man talk about his life growing up on a ranch where he worked with his father and brothers raising cattle and horses in southern Utah and northern Arizona.  He was taught as a boy that when he wanted to catch one of the horses to ride, all he had to do was to put a handful of grain into a bucket and shake it for several seconds.  It didn’t matter if the horses were in a corral or a large field; they would come running to get the grain.  As a horse would eat, the young rancher would gently slip a bridle over its head, and prepare the horse for riding.  He was always amazed at how well this simple process worked.  Occasionally though, when he was a little lazy, and didn’t want to take the time to get the grain from the barn, he put dirt in the bucket and shook it, attempting to trick the horses into thinking that he had grain for them to eat.  When the horses discovered they had been deceived, some of them would stay, but most would run away and be nearly impossible to catch.  He said it would then take several days to regain the horses’ trust.

And so it is with service…no matter where it is given…whether it’s at a sales counter, or to your employee, co-worker, boss, or family….anyone that relies on your service, your promise, your “delivery” to them.  Do you over promise…then under deliver? Do you say what you think they “want” to hear, knowing full well you won’t be able to “deliver”?  Do you falsely build expectations by not telling the whole story?  Do you stretch the truth, exaggerate the benefit, or say whatever it takes in order to get what you want…now?  If you’re a manager, a professional, or a parent, your “customers”, those you serve and whom depend on you, expect a higher standard; Anything less is a disappointment!  Think about your “customers” and ask yourself, “what do they expect from me?” Then with that as a minimum, decide what you’ll do today, next week, or next year to exceed their “expectations”… Keep it interesting…keep ‘em guessing…and keep delighting them… They won’t just be “customers”…..they’ll be raving fans!

Lead on…

Cliff

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June 22, 2010 at 12:24 pm Leave a comment

“The Bright Side of Failure”

There’s an oft told story of a happy little boy who went into a field wearing his baseball cap, carrying a bat in one hand and a ball in the other.  He stopped, squared up, and confidently exclaimed “I’m the greatest batter in the world!” then tossed the ball in the air and swung as hard as he could…missing the ball completely. “Strike one” he said.  He picked up the ball, and again tossed it in the air exclaiming “I’m the greatest batter in the world.” A second time he missed… “Strike two,” he said.  He picked up the ball again and carefully studied it…as well as the bat.  He adjusted his cap, then tossed the ball into the air for the third time, repeating again, “I’m the greatest batter in the world!” He swung with all his might…completely missing the ball for the third straight time.  “Strike three” he mumbled sadly.  Then, suddenly, a grin spread across his dusty face and he yelled, “Wow! I’m the greatest pitcher in the world!”

Often, even when we do our very best, things just don’t turn out as planned.  That’s life!  What happens next though is completely up to us.  We can beat ourselves up and become discouraged…or we can look at each failure as valuable experience.  In the process of striving toward a worthy goal we often discover our limitations.  But just as often, lying nearby in the ashes of failure are the embers of success.  There, barely visible to all but those who know to look for them, lie clues to opportunities, gifts, and talents that can lead to great success.  The key to their discovery is how we respond to failure.   If discouragement had been allowed to rule the day there’d be no penicillin, Teflon, microwave ovens, post-it notes, potato chips…or chocolate chip cookies…that’s right…no chocolate chip cookies!!!  Instead of wallowing in failure these products’ inventors were able to spot seeds of new opportunity…truly turning lemons into lemonade!

It takes practice to develop the skill of finding the brighter side of failure, but it’s a skill that can be developed by anyone.  A still greater opportunity lies in helping others discover the good amidst the bad, the wins among the losses, and the opportunities among the failures.  Whether one comes by this ability naturally or not, great leaders recognize the value in developing it, and then helping others to do the same.  Lead out by setting the example of finding the bright side of failure, and then become a great [pitching] coach by encouraging others to do the same. 

Lead on…

Cliff

 

June 15, 2010 at 10:04 am Leave a comment


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