Tag Archives: commitment

Are You Wishing for Remarkable Results?

Are You Wishing for Remarkable Results? Oliver Wendell Holmes once wrote, “Nothing is so common-place as to wish to be remarkable.”

Everyone wishes to be remarkable and every business wants remarkable results, but few ever experience it.

It is the wish – not the realization – that remains commonplace. This is because rather than look at the core of what drives the organization, most simply benchmark against the competition and constantly chase the behaviors of those who are best in class

We would all agree that behavior drives results. So it stands to reason that if you want to change the results you are getting, you have to change the behavior in order for it to lead to the desired results. results. It’s not quite that simple.

Behavior modification doesn’t often garner long-term results. Because behind every behavior is a belief system, a way of thinking. In remarkable companies that way of thinking is different – or should I say differentiating. Once this becomes apparent, training departments mount up efforts to instill the same knowledge base and drill the same competencies into their employees in the hopes that access to good information will do the trick. It doesn’t!

You cannot change someone’s way of thinking and resulting behavior without addressing the underlying core values. Simply stated, remarkable results come from a solid value system. People and organizations that produce remarkable results simply see and experience the world differently than those who have limited positive impact.

If you want to achieve remarkable results, the key is to identify, embrace and embody the core values that serve as the defining markers for the organization. And, I’m not talking about placing an aspirational value statement on a plaque in the lobby.

Once identified and articulated, then the organization must live out the values, hire to the values, teach the values and reinforce the values so that the defining values are constantly aligned. Aligned values will codify the belief system – or way of thinking – within the life of the organization. 

This all may sound a bit complex, but it actually is very simple. If you want to do more than be remarkable, then you must do two things well. If you do these two things well, everything else will be easy. If you miss it on these two points, I promise you everything else will be hard. The two things that you must do well to get remarkable results are:

  1. You must hire remarkable people, and…
  2. You must craft a remarkable culture.

Hiring remarkable people means hiring team members whose values align with those of the organization. Here is where most miss the mark. If you want to hire for values alignment, then you have to focus on values constructs. While past experience, education and references may be of some benefit, the most important factor is whether this hire will represent those values held dear by the organization. 

Crafting a remarkable culture must also be pursued with passion, because it is the single most important differentiating factor that any organization possesses.

Culture is simply the collective expression of the values, beliefs and behaviors that individuals bring to any endeavor. Wherever people gather, you are going to have a culture. The question is, “What kind of culture will your endeavor have?” You will either have a culture by design – where passion and intentionality prevail – or you will have a culture by default. The latter will most likely be an environment filled with lackluster performance, little creativity and a constant revolving door of talent.

But when you put remarkable people in a remarkable culture, you will certainly garner remarkable results. And remarkable teams are those whose values are aligned and drive the thinking and behavior of the organization.

Wishing for remarkable results is commonplace. If you want to go beyond wishing to realization, then you have to make the commitment to align values and Be Remarkable!

Dr. Randy Ross is the founder and CEO (Chief Enthusiasm Officer) of Remarkable!, sought-after International Keynote Speaker, Corporate Trainer, and Author of  the best-seller Remarkable!: Maximizing Results Through Value Creation. Want to be Remarkable!?  Dr. Randy Ross will show you how!!  To book Dr. Randy for your next event click here:   Book Dr. Randy Ross

 

Is Social Media Alone Able to Serve Our Customers?

custsvcsocialmediaHow many times have you heard  “we don’t have to make commitments to speak with our customers anymore, we just text, email, or send them a DM on their Twitter account!”

Really? Is that the best way a vibrant growing business, association, or non-profit communicates with their customers now?  How many of our customers are still wanting to live in the “good old days” when you contacted a company you got a real person, or when you entered your favorite store someone greeted and asked to help you?  I am seeing more and more complaints and it has nothing to do with the age or stage!

People are wanting that special touch, along with being in touch on all forms of Social Media too! How can we provide both?  Here are some startling facts that we need to know in order to plan our business strategy and remember that “without a customer we don’t have a business!” Some of these might surprise you!

Did you know:

  • It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. White House Office of Consumer Affairs
  • For every customer who bothers to complain, 26 other customers remain silent.  White House Office of Consumer Affairs
  • According to consumers, customer service agents failed to answer their questions 50% of the time.  Harris Interactive
  • 80% of Americans agree that smaller companies place a greater emphasis on customer service than large businesses. American Express
  • In the last year, 67% of customers have hung up the phone out of frustration because they could not talk to a real person. American Express
  • 70% of buying experiences are based on how the customer feels they are being treated.  McKensey
  • Almost 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience. Harris Interactive
  • On average, loyal customers are worth up to 10 times as much as their first purchase. White House Office of Consumer Affairs
  • 59% of 25-34 year-olds share poor customer experiences online. New Voice Media
  • Failing to respond to a customer either by phone or social media is perhaps the absolute worst thing you could do – New Voice Media

The current data supports that our customers of today want to be valued, and appreciated and will even pay higher fees to receive the best experience possible! How you do that depends on the customer.

I love Social Media and the valuable contacts, fans, customers, and friends that I connect with; but I know Social Media cannot replace what I still love more which is: hearing their voices, seeing their faces, and enjoying quality time with them to be able to serve them in the best possible way that they so richly deserve!

Getting to know our customers is so important! Can Social Media do that for us?  Lots of times it can get us on their radars, but we still have to take the time to reach and contact them one on one either by phone, in person, Skype, FaceTime or Google Hangout.  They need to know we are “real people” interested in them first-not just in what they can do for our businesses!

The main part of creating that great customer experience is to make sure we follow-up and do what we promise and commit to them, or else they will go somewhere else!

Sue Falcone
Sue Falcone

 

Hope you have a wonderful Fall season and the rest of this great year! Finish strong and keep in mind that giving the best customer experience is the way to having more referrals that you don’t even have to ask or market for!