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Month: November 2021

The Lost Art of Customer Service

The Lost Art of Customer Service

When I was considering my blog topic for tonight, I thought that I should write about something more personal.  The thing is… I take customer service very personally.  These days, you can buy or sell anything on-line.  They are converting to order taking robots at McDonald’s.  I saw a vending machine with iPads and iPhones in it.  Is customer service dead?  Are we programmed not to care about our buying experience anymore?

The Frustration of Bad Service

I spoke with my prescription drug company recently.  I had a credit card on file with them.   They could charge whatever medication they sent out, rather than sending invoices to pay.  So, my credit card was compromised, and had to be replaced.  When I saw that I had a balance with them, I called their customer service to straighten it out.  Of course, I got the automated menu.  I’ve learned what to say when they ask you to state why you are calling.  I just say “customer service” repeatedly, and it gets you to a human faster.  Bottom line… you have to trick a machine in order to speak with someone.

I told the representative about my card.  I let them know that I was calling to pay my balance and add the new card for future payments.  He says “Okay, I’m going to try to add that card.  Usually, it doesn’t let you change cards if you have a balance.”  I asked him “Well, how will I pay my balance if you won’t take my new card information?”  That stumped him for a minute, and he put me on hold so he could speak with his supervisor.  Then he came back on the line, and the two of them had decided that they would work it out for me.  Wow!  I’m pleased to report that all is well now, but what a cluster!

Outstanding Customer Service

I had a beautiful online experience recently with a company called Brighton.  I purchased a lanyard from them that I really loved.

So, when it arrived, ahead of the expected time, it was in a box, with a heart shape cut into it… beautifully done.  I opened the box, and it was wrapped in two shades of tissue, and tied up with a gorgeous bow.  When I opened the ribbon, there was a card enclosed.  It had my first name on it, thanking me for my purchase and sending me good wishes.  It was hand signed by someone.  Classy!  I would buy from them again in a heartbeat.  Why? Because I felt appreciated as a customer.

Customer Service Matters

This is the thing that’s hard for machines to do.  They really can’t express gratitude for your business.  A machine can’t help…  they can just refer you to another source, usually a website.  If I wanted to talk to your website, I would have logged in.  There’s a reason I called you instead.

In this world, your business can stand out by delivering a great experience.  If people didn’t notice in the past, they do now.  It almost takes you by surprise when someone is pleasant in their work these days.  I look for those places to do business with.  It’s proven that people will travel farther, and pay more, for the experience.

What are we thinking?

-CatThe 

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What’s Holding You Back?

What’s Holding You Back?

We don’t all strive for greatness.  Some people are content to just put one foot in front of the other.  Getting through the day is important, but it that all there is?

I think that most of us can agree that we need to do a better job with keeping all our plates spinning.  There’s a lot of buzz about work/life balance, but let’s face it; most of us struggle with the juggle.  Special shout out to career minded grown ups with little munchkins at home.

It’s still self-doubt that trips us up in the end.  The negative talk we generate in ourselves can really stifle our dreams.  Like any new habit, resolving to stay positive takes a while to get the hang of, and even longer to make it stick.

There are a million and one excuses and victim statements that keep us from leading the kind of life we want.  We don’t have enough education.  We don’t have enough money.  We don’t have a significant other.  We don’t like our job.  We’re too tired, depressed, angry… whatever.

Are you happy thinking about the reasons you can’t live the life you want?  Or are you ready to actually get started working towards some life goals?  Do you have a clear picture of where you’re going?  Maybe you’re on your way.  If you are, reach down and help the next guy up. We all need encouragement.

This week, try to identify and remove one negative self talk tidbit from your life, and replace it with a new positive affirmation.  If you think it sounds corny, keep doing what you’re doing.  If you’re interested in positive change, give it a try.  It’s free!

-Cat

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Being Left Handed… It’s Not Just About Scissors!

Being Left Handed… It’s Not Just About Scissors!

Most right-handed people will probably skip over this post.  They most likely feel like it doesn’t have anything to do with them.  Most of us left-handed people won’t notice.  We’re used to people ignoring our left-handedness.

At work, I move the mouse over to the left side on shared computers when I’m using them.  Yup, I want to use the mouse with my left hand.  I don’t move it back to the right when I’m done.  I figure that you might have to move it if you use a computer after me.  But, consider that I have to move it EVERY time I use the computer, because it’s never set up on the left.

Most of you righties think that being left-handed is about comfortable scissors for us. And a lot of it is.  Maybe you think about desks in school.  If you’re not first in the classroom to claim a left handed desk, it’s tough making a go of writing assignments.  Do they still use pens and pencils in schools?  If they do, it might interest you to know that you can buy left handed writing sets on Amazon.  If you love a lefty, you can buy them a complete left handed College Set (Also available for left handed middle schoolers).   I didn’t even know that was a thing.

Other things you might not know were available for left-handed people:

  • Notebooks – YES!  I use one that’s bound at the top
  • Kitchen Utensils (?)
  • Can Opener – Good Idea
  • Tape Measure – (?)
  • Guitar – Okay
  • Watch – Not Sure
  • Computer keyboard (Numbers on Left)
  • A Left Handed Saute Spoon (from Le Creuset) ???
  • Holster – Makes Sense
  • Playing Cards (?)
  • Mouse – YAY!
  • AND…Chopsticks for Left Handed Children

Obviously, a lot of its marketing.  But there are some great ideas there.  So… being left-handed is a different mindset.  You are often the odd man out.  You may adapt, but some things are awkward.

You want to arrange your kitchen differently than the rest of the world.  When a look at a magazine, I like to browse from back to front.  With a juicy gossip magazine, it doesn’t make any difference, since the stories are two pages, tops.  Bowling balls are tough, believe it or not.   You do, in fact, drag your hand through ink when writing. The alternative is making people stare as you exhibit the left-handed writing contortion technique.  Then, your hand stays clean, but you get cramps in weird places.  I prefer inky.

My Mom is left-handed.  None of my kids are left handed except for my stepson, Andrew.  My Stepfather is left handed.  When my Mom was growing up, they smacked you on the hands at school if you were left handed.  I’m glad they stopped that by the time I went to school.

When people notice that you’re left-handed, they feel obligated to remark on it.  It’s usually “You know what they say… left handed people are in their right mind.  HaHaHa!”  Here’s the joke I tell to left handed people who I meet:

“You know what they say about right-handed people?”

“nothing”

– Cat

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Considering Corporate Culture

Considering Corporate Culture

I was putting my thoughts together for this article, and I thought I would do some field research.  I asked someone for one word that came to mind when they think about “Corporate Culture”.  Their one word was “integrity”.  I thought that was encouraging, and went on to ask the next person.  Their one word was “corruption”.  Hmmm.  I stopped there.  Granted, I could have included some more research. But I think that the first two answers gave me an indication of the scope of attitudes towards “Corporate Culture”.

So, is the use of the word “culture” a rhetorical device, or does it have actual meaning in the business world?  Nobody would feel comfortable saying that their company really doesn’t focus on culture.  Everyone wants to think that it’s a very big deal in the workplace.

Corporate Culture is based on a set of common “core values”.  These may be expressed in the company’s mission statement, which is given as a handout to new hires.  How much actual time in management meetings is spent talking about core values on an ongoing basis?  Isn’t it more likely that the conversation turns to shareholder value? 

Values clarification exercises are critical to personal self-improvement. This is the process through which core values are identified and used as a guide to behavior and actions.  They must be revisited from time to time, and adjusted as necessary.   I just can’t picture executives sitting in the boardroom discussing values clarification.  They are more likely discussing ways to increase growth and revenue.  That’s not a problem.  It’s the way business works.

Another facet of Corporate Culture is shared attitudes and beliefs. How do we come together on beliefs and encourage diversity all at the same time?  I understand that this means corporate beliefs and not personal beliefs.  I know that in the business boat we all have to row together to get anywhere.  I’m just saying that in this climate, we can’t count on people to separate personal from professional.  People don’t want to set aside their differences.  They will cling to their uniqueness, even if it means that they’re not as “successful”.

And… do we profit (pun intended) if we all think and act alike?  Does that get us to the goal faster?  Consider that it takes all kinds of people working together to really make a dynamic difference!  Yes, we all have to move towards the goal.  Are there different ways to get there? Is there a benefit to taking the proverbial road less traveled?  Does somebody know a shortcut?  Or is the direct route best?

Enter the “team builder”!  Team builders are always fun, and help you learn something about other people on your team.  I think that they are beneficial to the team, and they keep meetings from being boring. They may be quick exercises, off site days, or even corporate getaways. They can be invigorating, and help employees approach work with a renewed gusto.  Team builders are touted as one of the best ways to build culture.  They’re awesome, but do they increase focus on core values?

Communication is key to building culture within an organization.  If you can go a step beyond that, and actually connect with people on a human level… even better!  Listening to people increases their feelings of self-worth.  It’s natural that your team will perform better, together and as individuals, if they feel valued.  As a leader, if you want to teach empathy to your team, be empathetic.

Culture makes a difference to every aspect of a company.  It affects the hiring process, training, and employee retention.  It will affect the way your customer service initiatives are carried out.  It can determine the landscape of the work environment.  And… bonus!  It will affect your earnings.  Be a company for which people want to work.  Attract and keep quality employees by considering, reviewing, and living your culture everyday.

–  Cat

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Coaches… Are You Asking For the Sale?

Side Hustle

Almost everyone I know has a problem with “selling” themselves. This is especially true for coaches, and I know it’s a reality for me. Most coaches have an empathetic manner. They can talk to a prospective client, and that conversation can flow well. Positioning in problem/solution language, making a great connection, explanation and acceptance of a unique selling proposition… everything’s great.

Then comes the moment. You hesitate. Your heart beats a little faster. Will it work? Will I say the right thing? You may blurt out something… it might even make sense. Then you pause and wait for the objections. You’re prepared, and you counter each one. Now what?

Let’s Put a Name on It

This, my friend, is the exciting world of sales anxiety. Everyone that makes their living selling anything, even the sales pros, have suffered at one time or another. How do we work to overcome it?

It’s the feeling of relief we get when a cold call hangs up on you. It’s nodding your head in agreement as the prospect tells you the reasons why he’s not going to buy today. It’s that headache, that feeling in your gut, that nervous cough… the physical manifestations of “I don’t want to have to sell this person anything.”

Technique vs. Mindset

People have studied this from every angle. Do some people just “have it like that” when it comes to sales? Are there particular techniques, tips, and tricks you can master to ease the anxiety and win the deal? Is it more about mindset? Do you bring about what you think about?

Well, I’ve come to believe that it’s a combination of all these things and possibly a few more. One thing I’m definitely noticing in coaches, though, is the difficulty they have in asking for the sale. It all goes well, and they are passionate in talking about how they can help but stop short of asking for the sale.

The Right Mindset

Here’s one of the weirdest things I’ve noticed. It applies to all sales, but especially to those of us in the business of helping others.

FACT: If you are desperate to make this sale, you cannot make it!

That’s right, the more you feel that you HAVE to close, the less likely you are to do so. When this happens, you are working with a Scarcity Mindset. This mindset works against you, unless you knock it out.

Adopting an Abundance Mindset is the best way to eliminate your scarcity way of thinking. Affirming to yourself and developing a belief that you are helping people. It’s helpful to adjust your worldview to notice the possibilities of everything, the blessings you have in your life, gratitude for all these blessings. Adopting these thoughts and practices are a great way to start developing a mindset of abundance. This is how you work to change your success paradigm and get clients to come to you, hoping for a chance to work with you.

Mini Closes

If you know that you always “choke” at the moment of truth, try working up to that moment with mini closes. When you are explaining features and benefits of your programs, stop and check for understanding. “Does this sound like something that might help you?” “What do think that would do for you?”

Pay attention to the fact that I’ve asked two different types of questions here. The first is a closed question. It is possible to answer it with YES or NO. The second one… What do you think? is an open-ended question and requires a more thorough response.

This changes the dynamic of the conversation, in case you’ve found yourself in a situation where you are doing all the talking. Pepper these questions, or mini closes, throughout the discussion. If you prospect has agreed with you thirteen times throughout your presentation, it’s natural for them to accept at the end.

Offer Options

“You can keep what’s behind door #2 or give it back at take what’s behind curtain #1.” Exciting stuff, right? Options make it easier to close and make us feel like we are in control of the final decision. If you’ve used mini closes while talking with the prospect, you can ask at the end… “Which of these two options will help you the most?” If you’ve structured your offer correctly, the higher priced option will actually help them more, and provide the best value. The second option is meant to allow them to fall back on something if they are adamantly against the premium offer.

It’s essential that you know ahead of time which components of the deal you can be flexible on, and what’s written in stone. For instance, maybe you can adjust payment options, but not overall price. It’s possible you have an accountability piece written in your program that says you must make yourself available every Tuesday at noon for a call… or perhaps you can have it on another day if Tuesday isn’t working.

Be Prepared

Whatever you decide, make sure you can answer questions about your offer, and know what to say when these questions are asked. Put a lot of thought into structuring your program and play devil’s advocate as you think about what your prospect might object to. Overcoming objections can be your greatest strength, or your most significant opportunity.

When it comes to objections… Practice, Practice, Practice! Find someone in your network that you trust and do some good old-fashioned role play scenarios. One effective way to do this is to work with another coach. As you work through objections together, you both have a chance to learn and grow.

Parting Thoughts

Look for Buying Clues… When your customer asks how to sign up, sign them up!
Ask for the Sale… If you’ve laid the groundwork properly, it will be a natural part of the conversation!

Once you’ve closed the sale … Stop talking!

If you’ve found this information useful, but you’d like to explore this in depth with me, I’m available to help! Visit my website or shoot me an email [email protected] Let’s chat some more about ways to help your coaching business grow and prosper!

– Cat

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You Could Spell Pigeon If You Had The Right Letters

You Could Spell Pigeon If You Had The Right Letters

In my family, we play Scrabble.  My daughter plays. I play. My Mom plays. Her Mom played.  Other women in our family, as well as close family friends, have joined in over the generations.  We even let the men play from time to time.  We’ve had marathon games, and we’ve  heard stories about memorable games over the years.  It’s kind of like sports in other families.  At family gatherings, we would fix dinner, eat, clean up, and settle in to play.

My daughter has the deluxe version of the game, with the rotating turntable board.  It’s the actual one that I bought for my Granny.  The Styrofoam is missing from one corner.  It was chewed away by a skunk that got into it at Granny’s house, where she stored it in the dining room – that’s a whole different story.  Inside the lid, you can find documented historical moves.  You can see the date when Granny’s best friend, Francis, dumped her rack.  You can also see particularly high score games and other outstanding accomplishments.

My husband is from Scotland. We played Scrabble on our wedding night.  He likes to think he can use words that are common usage in the UK, but I only allow this when we are playing in UK.  He is a good player, and it’s usually a pretty close game between us.  I keep a little notebook in my Scrabble box, so that I can keep a dated record of every game played.  My letter tiles are in a bag that my Mom sewed for me after the original bag gave out.  It’s made out of a pig print fabric, because I love pigs.

You see, there is a reason why you have to get dinner, and all the clean up, done before you start to play.  You never know when a game is going to end.  It’s not unheard of for a nap to happen between moves.  There is a story of one such game that has been retold many times in our family. It presents a great analogy for life, so it’s value is immeasurable.

So, Granny, Francis, and my Great Aunt Clydie, are playing into the night.  Granny’s son, my Uncle Chris, is a little boy sitting on laps.  He  moves around the table as the women take their turns.  He knows he is not allowed to give away any secrets.  He can see all of the letters on everyone’s rack, and studies them as he moves from seat to seat.  The play is long, the room is quiet.  My Uncle looks up and says “You could spell PIGEON if you had the right letters.”  Everyone has a good laugh at this punchline.

The point is, you can spell anything if you have the right letters.  So it is with life.  As you move through life, you will sometimes get the distinct feeling that your rack is full of vowels, without a consonant in sight.  Sometimes, you have all the high scoring letters, but you’re sunk without a vowel. Then there are the times when you’ve got an awesome word, but no place to play it.  Some days, everything works for you, and you dump your rack.  You will struggle as you grow, trying to beat your Mom, or your Granny, in a game.  When you do, it may not feel as sweet as you expected.

You get to pick your letters, but you don’t get to see them first…  Just like life.  We need to accept our letters and play our best every day.  It’s always easier when every thing goes your way, and your letters are perfect. Sometimes, though, when you have no other options, just play your word and move on. 

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The Resurgence of Vinyl

The Resurgence of Vinyl

I love to recall the sensation of hanging out in the basement of my house when I was nine or ten years old.  I would listen to records with my best friend.  I can’t recall whether my first record was The Beatles Rubber Soul, or The Best of the Monkees.  I know we played the heck out of them.

I discovered college radio when I was eleven and we moved to the Washington, D.C. area.  I pulled the covers over my head at night, so no one could hear my transistor radio. I listened to WGTB, out of Georgetown University.  I would hang out at the record store while my Mom did the grocery shopping.  The record store guy (that’s what I called him) would help me decide which 45 record I would buy that week with my allowance.

I would listen to records with my parents too.  I loved my Dad’s Bob Dylan and Joni Mitchell records, which soon became my own.  As my musical tastes became more diverse, my record collection grew.  As a teenager, I would have preferred to spend all my time in my room listening to records.

Then came 8 Track tapes.  Fast Forward to cassettes… pun intended.  Wowsers!  I could record stuff off the radio, and listen to it later.  What a concept!  I still listened to albums occasionally, but you can’t play an album in the car.  To this day, I love to listen to music while I drive. A couple of years ago, I donated my cassette collection to Alexandros, because he’s one of the few people I know that has a cassette player. Also, because I knew he would appreciate them.

About the time I found myself single again, I bought a CD player.  I was skeptical, but everyone raved about the sound quality.  So, of course, I started a CD collection.  I have about 300 of them downstairs in a cabinet that I bought especially to keep them in.  I never listen to them.

I have Spotify now.  I make playlists, and share them with friends and family.  I especially love to make collaborative playlists.  I have a portable speaker, a set of wireless headphones, and bluetooth in the car.  I can listen to these never ending playlists everywhere.  Gotta love technology!

I’ll tell you what else I have now.  A record collection!  With my husband’s collection and mine combined, we have an archive that stretches back into the mid sixties. One problem… He took care of his albums.  Me, not so much!  He has a “special” stylus to play my old albums on.  I love to go to record store day, an annual event with exclusive releases.  Rediscovering vinyl has been like seeing a best friend you haven’t seen in years.

Our collection has some Opera, Classical, Folk, Rock and Roll, and “Other”.  He has a first pressing of Pink Floyd’s Atom Heart Mother.  I have my original Lou Reed Rock and Roll Animal album.  I lost quite a few albums when my kids pilfered them as teenagers.  That’s what I get for taking Dad’s. Talk about karma!  My son, Travis, recently confessed, and made it up to me by replacing my Frank Zappa Overnight Sensation album with a brand new one.

How does vinyl sound so good?  During our time apart, I forgot vinyl’s distinctive sound.  Now, when we have some time to burn, I love to sit in my basement and listen to records with my best friend.  It’s funny how that worked out.

– Cat

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You Got To Know When to Hold ’em

You Got To Know When to Hold ’em

My kids read my blog, for the most part.  Sometimes they hit me with “Oh, sorry Mom, I have to catch up”.  One of my sons told me recently that although he enjoys reading my blog, it isn’t edgy.  It’s very “safe” writing.

When he said that, I couldn’t help but think of that old Kenny Rogers song, The Gambler.  In the lyrics, Rogers uses a poker game as a metaphor for life.  I like to think of social media the same way.  Have you ever read something on Facebook that made you cringe?  Sometimes I can’t help but say to myself, “whoa”, “ouch” or the ever popular, “TMI”!

You may think I’m being judgmental, or maybe just mental.  I’m actually empathetic and embarrassed for people who seem to live without boundaries.  You can say I’m hypocritical, since I’m writing this in a blog post.  That’s okay.  See, I’ll run that risk, because I feel like this is something that needs to be said.  Maybe you think I’m old-fashioned, or maybe just old.  I’m alright with that too.

It never ceases to amaze me the things that people will post about themselves in a public forum.  It’s as if some people think it’s a form of journaling.  It’s actually the opposite.  While journaling is a private, cathartic exercise,  Facebook is a broadcast medium.  Who will see it?  Well, just about everybody!

I’m not huge on political correctness, but I don’t want to be provocative, or cause hard feelings.  I just don’t need to express myself to that extent, at the risk of hurting someone else.  It doesn’t mean that I don’t have a dark side, or that I’m not opinionated, or that I’m not “edgy” at times.  I just have some modesty and some manners.  I’m not perfect, I’m just not inclined to show off my shortcomings.

You can have a discussion or debate just about anything, without adopting a “me vs. them” attitude.  It’s okay to stick up for yourself, but not so cool to poke someone in the eye.

Like Kenny says, “You’ve got to know when to walk away, and know when to run”.

What do you think?

– Cat

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What’s Your Superpower?

What’s Your Superpower?

Superheroes have been around for a while, but they are more popular than ever!  Lots of popular movies and  TV shows tell the story of a Superhero, or sometimes a group of them.

 I’m not one that’s caught up in the Superhero media craze. I like to celebrate everyday people who develop their own superpowers.  We each have at least one personality attribute that can be used for good, which we know can defeat evil, right?

I’ve used this exercise before, in encouraging and demonstrating individual strengths in the workplace.  As part of a team, you might not have patience. If you know the person next to you does, you can turn to them for help and advice when you need to.  If I’m feeling down, but I know your positivity is infectious, I can hang out with you until I’m all powered up.

But enough about everybody else.  Let’s talk about you for a minute.  Take some time right now and think about your superpower.  What’s the one thing, the one strength you have, that we can all rely on to make the world a better place.  Is it your smile, your sense of humor? Is it your determination, your tenacity?  Is it your helpful attitude?  Your quest for knowledge? Are you a good listener?  Empathetic?  Humble?

I’ve given you a few examples, now it’s up to you to put the concept together.  You see, your special gift is what helps you contribute to this group project we call life.  By developing and putting your talents to work, you improve the planet.

Every once in a while, I run across someone who tells me that they don’t have a superpower.  They don’t recognize any talent or gift within themselves.  So, it’s safe to say that positivity is not their strong suit.  If you’re in the club of naysayers, ask someone you love, or work with, maybe someone in your family…. Hey, do I have any superpowers?

Chances are, you’ll get them thinking about their own superpower, while they’re helping you get yours figured out.  Once you do this exercise a few times, you’ll start noticing other people’s talents with a sharper eye.  Before you know it, we’re all going around appreciating each other!

Okay… maybe I took that a little farther than I should have.  But the point is, we can grow and learn through this exercise.  Try it.  I’ll bet it won’t take you much time at all.  I’m thinking that you’ll have a hard time narrowing it down to just one.

Let me know how it goes!

-Cat

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Side Hustle

Side Hustle

That’s what Urban Dictionary calls it.  Your part-time job, alternate income stream, consulting, or in my case, freelancing.  What do you call what you do… aside from your “day job”?

A lot of people who I work with during the course of my day have something else that they do on the side.  These are people that make a good income, but want to develop something of their own.  We can be so creative, and the ideas that we have are so varied, that at times, they can support one another.

My passion is my freelance writing.  Most of the work I’ve been doing is in the B2B sector.  That means that my Side Hustle is to help your Side Hustle grow and prosper with business writing.  So many people have a fear of writing, or they know that it’s not their strength.

There is such a need now for business writing.  Do you have a website?  Of course you do!  How’s the content working for you?  How are you driving people to it?  Do your emails hit the mark?  What about your bio… or your direct mail campaign? Your social media marketing?  It can all be overwhelming, and to worry with all this stuff while you’re trying to do… what you are trying to do… can be too much.  It’s easy to get mired down with the details of it all.

Maybe you’ve managed to turn your passion into your “real job”.  If you’ve got that entrepreneurial spirit.  There’s nothing more rewarding than going to work everyday, doing what you love, in a business that you created.  Most people think that being a business owner means having a ton of money and spare time.  In most cases, I’d say nothing could be farther from the truth.

Owning a business, and developing it into a successful venture, is hard work.  My oldest son, and his wife, both have businesses. He builds custom furniture, and she’s a photographer.   My youngest son has a side hustle as well, working as a videographer and video editor.  My daughter in law bakes and decorates cakes on the side.  Like my writing, these jobs provide a creative outlet.  A little extra cash never hurts, either.

What’s your passion… your side hustle?

– Cat

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