Category: 1 - Clarity Coaching

Do You Have A Formula For Excellence? 09/08/2010

Many, many years ago I started working for a retail group. This group was so far ahead of their time it wasn’t funny. When I look back now at what I was taught back in the early 80’s this is what business are still trying to replicate to this day. It doesn’t matter if you are an on-line business or an off-line business the principles I was taught back then are still very relevant.

I was a young, green and naive girl back then, I was a sponge and very keen to soak up whatever was sent my way. I remember when I first started with this group I was sent home with two files of information that I was required to read before my first shift. One file contained basic product information and the ‘how to’ of the business. The second file was much more interesting to this enquiring mind. The second file was a “Formula For Excellence”. Boy, I ploughed through the information over and over again, soaking up all the information that was laid on the pages. The pages had been painstakingly typed by an old typewriter and diagrams were hand drawn. The information however, was up to date, exciting and most importantly relevant.

Now, I hear you ask why am I bringing up something from over 20 years ago? Well, just recently I found my file, my formula for excellence, I sat and read through the pages one by one, reminiscing a little, becoming that brash young 20 year old and then realizing that what I was reading was the formula I had put in place in my business. Without realizing I had been using that same formula throughout my working career and my business.

When I started my business I created a formula to work by using the word ‘Clarity’, although the wording is different the principles are the same. Although I had not read the old file from the past I realized that if I wanted my business to be a reflection of me, a reflection of my professionalism and a well regarded business I would need to have a formula to work by. When you are a soloist it is sometimes difficult to stay focused and on track so I spent time putting together my ‘Clarity Formula’. To this day I continue to use the formula in my business and with my business coaching clients.

Who would think that over 20 years later what was an exciting induction file for a retail group would end up becoming my formula for excellence?

Do you have a formula for excellence?

Super, Fabulous, Awesome Service 02/06/2010

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Wow, what a bold statement. Sometimes you get great service, sometimes ok service and rarely super, fabulous, awesome service. Occasionally you can feel like it is a privelege to be served by the service provider in some establishments.

Well, last weekend, hubby and I headed into Melbourne for a weekend just the two of us. We stayed at a particularly grand hotel at the top of town in Spring Street. I am so in love with this hotel, just this morning I mentioned my wake should be there if anything should happen to me.

From the moment you pull up outside in your car to the moment your weekend draws to a close the service is absolutely awesome. You are made to feel like you are the only people in the hotel for the weekend, nothing is too much trouble.

Once we checked into the hotel we preceded down to the wonderful walkways and arcades that Melbourne is so famous for. We decided lunch was in order and plonked ourselves down in a little laneway cafe. The service there was just fabulous. The waitress came back to make sure everything was in order, we were happy with the food, did we need another cup of coffee. The waitress returned several times and was unobtrusive, not pushy or 'selling', just very helpful and polite. In fact the whole weekend we encountered the most super, fabulous, awesome service where ever we went.

The art of fabulous customer service is not a dying practise, it is alive and well. Everywhere we went from small family run restaurants in China Town, large national department stores and laneway cafes and bars we encountered amazing service. Even the horse drawn carriage ride around the city on Saturday night, the driver was keen to oblige and take our photos for us on the carriage, even if there was a small queue of eager customers behind us.

This got me thinking, do we get back what we project? If we are a happy friendly customer do we automatically receive a happy friendly service?

Just recently on my free webinar series the end comments went something like this... customers and clients only remember two types of service, really super, fabulous, awesome service or really stinky service. Nobody remembers the mediocre service from a provider.

Of all the establishments we visited over the weekend, I have already told friends and family, recommended places and gave a big thumbs up on the services and places we ventured. The power of word of mouth marketing!

Guess what? It hasn't cost any of these businesses one cent!

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