During some recent travels, I was struck by how many people I noticed looking down at their cell phones, iPads, iPods and other electronic devices. People with their eyes on their electronics are missing what is going on around them.
Isn't it remarkable that some of life's most positive people are the ones who have the most reason not to be positive? Think of bicycle racer Lance Armstrong, who came back to win the Tour de France seven times after his bout with testicular cancer, and skater Scott Hamilton, who returned to an ice skating career after cancer.
Is your wallet full of plastic cards that offer "Rewards" or "Miles" in exchange for your patronage? Individual businesses may offer some little perk, like cheaper gasoline or lower prices on select items. That's what loyalty has come to a strictly dollars-and-cents, bottom-line equation. For businesses, it's "make the fastest, easiest buck possible." For consumers, it's "save every last penny."
The Great Recession is over, and it’s time to celebrate – better business, loyal employees, steadfast volunteers … and things are lookin’ up! The economy may not have completely recovered, there’s a lot to celebrate. In short, it’s time for a party!
Around this time of year, we hear over and over that we should be giving thanks. We probably all do pause for a bit at Thanksgiving to look around the table to tell family and friends
that we’re glad they are in our lives, but what about all the other people we deal with? As we head into the holidays, even with all the other demands on our time and energy, saying thanks to the people with whom we do business has some very positive benefits.
According to an article in Psychology Today magazine, "Even a simple ‘thank you’ spurs people to act in compassionate say they might not otherwise consider. People thanked for giving directions help more willingly in the future, social workers who get thank-you letters visit their clients more often, and diners whose waiters write ‘thanks’ on the check give bigger tips."
Take that thought and expand it into the larger context of our industry
Did you read the recent story about the Minnesota teen who gave a blind customer $20 of his own when another customer stole the $20 bill the blind man had dropped? Now that’s outstanding customer service! But as exemplary as it is, I think the fact that the story went viral is a sign that Americans are increasingly sensitive about how businesses deliver service to them.
The marketplace is so competitive that often the only thing that differentiates one business from another is the way in which customers are treated. Albert Schindler, of Schindler Promotions Ltd., gave this advice writing at Forbes.com, "If you aren’t taking care of your customers, your competition will." Absolutely true.
One thing that customers really tune into is warmth and friendliness. They want to feel as though they are very important people - as indeed they should be. And they want to feel that you
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