Create service that is deeply felt...

One last word (for this cycle) on loyalty: it’s harder to earn it than it is to lose it. All those corporate programs assume loyalty is something you earn: airlines, hotels, credit cards, mobile phone plans, restaurants, grocery stores, casinos, even Amazon (with Prime) – spend more and earn more (they say). Baloney (as my grandmother used to say): seems to me they’re just buying business. If you want people’s return business, treat them right… like you want to be treated; and then talk to your employees about how to really win friends and influence consumers. The goods we buy are pretty much the same (and same price) everywhere: but the thing that keeps people coming back are the relationships that develop between them and the staff, and the quality of the service that’s provided. Loyalty really is a decision, emotional as well as intellectual, and it represents a resolution that reflects something deeply felt. Make sure your team understands what’s really needed to create that kind of loyalty today. 

Peter Bieri (b. 1944), better known by his pseudonym, Pascal Mercier, is a Swiss writer and philosopher

Build relationships...

Regional casinos are everywhere and the competition for customers is fierce: a friend who is a GM at one of them was faced with declining revenues and was tasked with turning things around. It was clear he had two choices: increase the top line or reduce the bottom one. Most companies are managed fairly well, meaning that cutting expenses further is difficult: the obvious low hanging fruit was addressed already; he quickly realized the value of his other better option: raising revenues. Marketing helps, but he understood the importance of matching any new hype with renewed and reinvigorated customer service and satisfaction: the kind that builds loyalty and serves as the glue that makes relationships last a lifetime. That strategy, like most, was easier said than done. The PLAN: set the vision, answer employee questions and address their concerns, devise new tactics and train employees how and why to use them, give lots of feedback (from him and the customer), and catch them doing it right: this disciplined approach is paying off – his employees are happy and engaged, and the customer count and loyalty is way up. Try some of that glue today.

Mario Puzo (1920-1999): American Author, Screenwriter and Journalist.

Spruce up...

Went to a launch the other day for a new book about the old motels in downtown Las Vegas: the author photographed them and their signs before they fell into disrepair during the last two decades. The book, Motel Vegas, is a nostalgic look back at the early days of Las Vegas, when people motored in to see Hoover Dam and the gambling joints, and stopped to get quickie divorces. But, as with all urban cores, Vegas’ took a back seat to the suburbs and malls, not to mention the advent of the Strip here. Now, in a nod towards renewal and revival, Fremont Street, where many of these were located, is undergoing a rebirth. These old beauties will be restored with original signage, paint, and pools, once again offering a drive-up experience for motorists visiting town and looking for something other than mega-resorts. People love a touch of the old, updated with amenities we currently can’t live without: give them that and they’ll become loyal customers all over again.  That’s how to make people continue to enjoy what you’re offering today. 

Tim Conway (1933 – 2019): American actor, comedian, writer, and director, and provided the voice of Barnacle Boy in the animated series SpongeBob SquarePants

Catch people doing things right...

I’m often asked how companies can get the most out of their employees; best answer: inspire and motivate them.  Like with performance: catch them doing things right and reward them appropriately. Like attendance: recognize the things you value, such as being on time, with bonus points rather than (or in addition to) giving them penalty points for days they miss. Like service: treat your employees like guests and they’ll understand how you want them to treat your actual guests. I used to think these strategies worked best with Gen Xers and Boomers, but today’s millennials also want more timely feedback and rewards. Don’t wait for employees to make mistakes – coach them every day and recognize their best behaviors in real time; and don’t wait for annual performance evaluations: in those you’re mostly talking about yesterday’s news when in fact you want their actions and your responses to be in the moment. Give thoughtful credit and feedback where and when credit is due today.

Estée Lauder (1906 – 2004): American businessperson, founder of her namesake cosmetics company, and one of the 20 most influential business geniuses of the 20th century

Little things count...

My 5-year-old granddaughter graduated from pre-school last night: like most first-time students, she benefitted greatly from having a wonderful teacher.  As the school year wound down this past month, her teacher got all of the students a chrysalis, which is the pupa of a butterfly: this past week, each child watched as their own butterfly emerged. While the kids were in wonder; their parents (and grandparents) were in awe of the symbolism of that simple gift: the emergence of more well-developed children. It really doesn’t take much to be such a good person (and teacher): a desire to do or give something simple, yet special; a gift or gesture that will be remembered forever. We tend towards big gestures or statements in proving ourselves when in truth it’s the little things that are given from the heart that count the most towards that goal. Don’t overthink what it takes to be a good person today.

Brian Ortega (b. 1991): American mixed martial artist in the featherweight division of the Ultimate Fighting Championship (UFC)

Make sure your work is your bond...

More on my online purchasing habits: the antiques I referred to in yesterday’s message were clocks that I found from a nearly endless variety on eBay. A few years ago, I got an urge to acquire some old regulator clocks and cuckoo clocks made in the 1880s before Edison brought electricity into the home: I thought it would be cool to wind or pull their chains every day.  Nobody I talked to had bought any this way – they all said to go to reputable dealers where you could see the merchandise first-hand. Through research, some back and forth emails, and with the option of free returns, purchasing online seemed to be as risk free as doing so in a brick and mortar antique shop. The sellers seemed honest and I found that their words and deeds had not parted company. In the old days (when these clocks were made), people gave their word and it meant something; it turned out to be the same with these transactions and that’s still the best way to be successful in anything you do.  Make sure others can trust your word today.

PS: I was mistaken: winding clocks every day is more work than cool.

Johanna "Hannah" Arendt (1906 – 1975): German/American author, philosopher and political theorist

Honesty is the best policy....

Shopping online is fun: from clothes to collectibles, I’ve found sites and brands I trust.  Early on, there were warnings about all the dangers, but to me, they’re no different than those you might experience at brick and mortar stores. Other than the Apple Store, many brick and mortar stores have unskilled, untrained, unmotivated, and uncaring people who are supposed to (but rarely) take of you. Most online stores provide review that tell a lot about their integrity – the bricks and mortars don’t. I’ve bought guitars and antiques on eBay, clothes and shoes from Land’s End and Zappos, and just about everything else from Amazon. They have robust and intuitive applications, quick deliveries, hassle-free returns, and all-around great service (from them or the licensed vendors on their sites). They ask for feedback and I comment mostly on their truthfulness (when I find it): that says volumes about their character. While some sites might be bad, the tremendous competition keeps them all focused. Whether competing with some of these service icons – online or onsite – put your best foot forward by saying what you mean and meaning what you say today.

Brian Tracy (b. 1944): Canadian-American motivational public speaker and self-development author