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Wood Foss, a proprietor and great client in Westerly RI, owns Alley
Katz, a wonderful 20 lane center that does some great numbers and has a
really, really great sports bar called Cleats. In addition to the great
service, the burgers, specials and other concoctions are terrific. I
can't wait for my visit to see them; the burgers are that good! :-)
In any case, Wood is a fervent reader of Chris Brogan's blog and he
passed this information on to me. I thought you might like it
"I¹m convinced that everyone in every organization is now part of the
sales force. I also think you¹re part of customer service, but there
are no customers without sales. Sales comes first. No matter if you¹re
the "bagger" at the grocery store to the CFO, your job is sales and
then customer service, and if you don¹t think it is, your company¹s
health is probably just as questionable as the rest of the businesses
Sales people don¹t push a product; they listen for people¹s needs. The
really good sales professionals I¹ve met sell other people¹s products
just as readily as they sell the one they¹re paid to sell. Get in that
habit, the habit of being helpful. Find people¹s needs as a matter of
fact. Find them even when you¹re not really on duty. Listen to people.
Listen to what they¹re really saying versus what is coming out of their
lips. This will pay you forever.
Think Customer Service
The #1 trait of excellent customer service is empathy married to action.
Sometimes, empathy is all you can deliver. I¹m sitting in an airport
writing this at 5AM because our plane was rerouted due to an emergency
on board. It¹s no one¹s fault. But none of the passengers really want
to be here. Everyone has dealt with us with empathy first and foremost,
and that¹s what matters. They¹ve spoken from our side of the fence.
They¹ve been personal with all their interactions.
Empathy plus action is what makes great customer service. You can
practice this as often as possible, too. You can do it at home. Get on
the other person¹s side of the table as often as possible. Look for
potential ways to help. And remember, listening and making someone feel
heard is every bit as important an action as any other (note to men: we
tend to leap to action instead of helping a woman feel heard that¹s
from studies I¹ve read and John Gray¹s work)".
My best to all, Wood