Seek and Ye Shall Find

One of my fellow seasoned colleagues passed this wonderful story to me the other day. The timing seems right to be inspired by the message. It definitely adds some 20/20 vision to the way we tend to look at things from a negative point of view instead of appreciating the good things life has to offer.

Jiang was a traveler. One time when he was traveling down the road to Gradsunca, he met another traveler going the other way. "Hello, friend," said Jiang. "Where have you been in your travels?"

"I am returning home from Gradsunca," said the other traveler. "And how was the city?" asked Jiang. "Oh, it is a terrible place, said the other traveler." And he began to tell Jiang of all of the troubles he had during his visit.

Jiang listened attentively, and as he listened, a feeling of dread came over him. "If Gradsunca is such a terrible place, why should I visit there?" wondered Jiang. But he was already more than halfway there, and it was too late in the day now to turn back and return home.

And so Jiang continued onward on his journey. Before long, he met a second traveler that was returning from Gradsunca. Hoping to hear some good news, Jiang began a conversation with the second traveler. "How was Gradsunca?" he asked. "It is such a wonderful place," said the second traveler. And then the second traveler told Jiang of all the wonders he saw and the pleasures he enjoyed during his visit.

Now, Jiang was perplexed. He wondered how the two travelers could have had such different experiences in the same city. As he continued his journey, he pondered the two stories he had heard. After much thought, he began to form a plan for what he would do during his visit.

At last, Jiang reached his destination, and found lodgings. He went to sleep that night still thinking about his plan.

In the morning, he rose, and went about the city looking for all of the things of which the first traveler had told. And he found many troubles and problems. He had a miserable day. That night, he returned to his lodgings, and decided that the first traveler had indeed been right. But this was only the first part of his plan.

The next morning, he rose and went about the city looking for all the wonders and pleasures that the second traveler described. And he found them. And he had a wonderful day.

That night he reflected on the last two days, as the next day he was scheduled to return home. As he pondered, finally he began to understand.

As Jiang traveled down the road on his way home, he came upon a third traveler who was on his way to Gradsunca. Jiang stopped to talk with the traveler. "And how was the city," asked the third traveler. Jiang replied, "Gradsunca is an amazing place. Whatever it is that you seek, you will find it there."

Dusting off the old “customer service” skills

Once a month Barry Sharp, Managing Consultant, AMA Management (one of our BBB Accredited Businesses – www.amamanagement.ca ) and I meet up for breakfast. Our conversations are invigorating and challenging. The casual conversations generally result in me making some “slight” adjustments to what my pictures in my head look like.

I have pictures – pictures of our Better Business Bureau as a place where people want to work, where businesses want to join and where talents, skills and expertise are shared amongst the BBB businesses and their customers. I have pictures in my head of myself and my family all healthy, happy and flourishing. Barry is helping me to realize my pictures and to make some adjustments along the way.

The chat over breakfast today was probably the most different conversation we have ever had. In fact, we gained listeners from the serving staff and other tables!

“What are your worries today, Lynda?” Barry asked nonchalantly. “Why that is easy Barry” I replied with excitement. “Complaints are soaring!”

I have four dispute resolutions staff that handle “complaints/disputes”. Half way through the year we already are processing 1,000 more complaints than last year at the same time. Fear of loss appears to be a very strong motivator. Customers are scared to spend money. Business owners are scared to lose customers or to not even get customers.

I am getting calls from businesses telling me that this is the very first complaint against their business that they have ever had!

There is a general crankiness in our environment right now. My husband is the inventor of “things that would make the world a better place.” He has a theory. If everyone on earth was given one “free kill”, imagine how we would all behave. Very nice to each other, I imagine – especially if we don’t know if the person has used their one “free kill” yet!

Dust off your “customer service” books, training courses and make sure you and your staff know how to deal with conflict. Some simple tips on dealing effectively with complaints are:

• avoid email to resolve disputes – talk directly to the person, in person, or on the telephone


• take it seriously – deal with the problem right away


• establish the facts – stay focused on the issue – do not allow a conversation to bring up


• past problems, other issues outside of the current problem – politely interrupt and ask the person “how can I help you today?”


• ask questions to understand the other person’s perspective


• qualify your interpretation of the person’s perception of the issue


• stay cool – take a deep breath; sometimes sleep on it!


• pursue the discussion in good faith


• ask for solutions


• try to reach a compromise


• consider negotiating a truce; you may have to give something “extra” to make up for the perceived problem – think about the value of your time dealing with the issue.
  
  And remember, complaints are OPPORTUNITIES to again show what a great company you are to do business with and your customers will tell their friends. And find a “Barry” to have breakfast with – it helps you get back on track!

Welcome to my closet!

“I don’t like that man, I have to get to know him better.” Abraham Lincoln

First impressions…over the years we have found ourselves making some pretty quick decisions about someone based on “first impression”. Many times, we have not given that person a second chance which could result in some lost opportunities.

In this new economy where our customers are reluctant to spend, we need to improve our “curb appeal” to attract the wary customers to choose our business over our competitors.

Lily Page, proud owner of Flair Image Consultants (www.flairimage.ca) is an active member of our BBB Business Buddies group. The group meets once a month to share ideas and best practices on how to weather the economic uncertainty over these next few months.

Lily spoke of the value of dressing well, and how looking sharp every day lends to you feeling powerful and more confident when times are tough. Fearless leaders today are so important to keep staff motivated, innovative and focused. It is important to look the part.

So I asked Lily to come over and look in my closet!!!! It felt like I was baring my soul. Lily went through the steps she would take if she was performing her magic – a makeover of someone’s look based on personality and body type. She is a busy lady these days and after my experience I found out why.

After our couple of hours together, I realized again, the value of keeping an eye on my “curb appeal”. Are my shoes polished and scuff free? Do my clothes fit well, work with my body shape and are appropriate for my business model and my clients. Accessories are so important – leave the party jewelry for evening wear. Too much fragrance for both men and women is not acceptable today with concerns of allergies more prevalent in our society. Fearless leaders must also ensure that their staff represents their business appropriately, professionally and confidently to develop trust with their customers. Customers do not trust someone that is slovenly, inappropriately dressed, is dirty or just looks like he or she doesn’t care.

First impressions – make it count.

Recession. What Recession?

I decided to take a rather informal poll of my friends, family and staff to see how this nasty word “recession” is affecting their lives.

Apparently most people I spoke with have some level of fear or apprehension of what hardships this “recession” may cause. There is some niggling of concern about spouses, friends losing their jobs but on the other hand, there has been some impressive creativity arise out of the situation.

For example, many of us are fulfilling New Year’s resolutions with thoughts of physical exercise. Well, we have come up with an interesting and innovative solution – bring the exercise to work and share in the cost! Somewhat like pizza delivery, we have arranged a weekly Pilate’s class to come to our office. We seem to still have some confusion on what we need to have and what would be nice to have. Now we take the show on the road and “group” shop! One person wants to buy a new coat – that requires three people to tag along to assist in making the right purchase. Do you conjure up images of six or seven city workers gathering around to lift one manhole from the street?

We were all very excited the other day – one of our staff bought his very first brand new car! Three weeks into January 2009 and we have car purchase!

We went out for dinner this past weekend at a very popular restaurant – there was a line up out the door. Prior to dinner, we took in a movie at the local theatre – line ups out the door.

For those of us managing our businesses every day, we need to be creative also. If customers have stopped coming to your door, think of ways that you can make them excited about doing business with you. You may partner with another type of business that would compliment yours and add value for the customer. Brainstorm with your staff and find ways to think the way your customers may be thinking today. We still need our roofs fixed and automobiles repaired. We still are dreaming and planning to go on a warm sunny vacation this year. Find ways to remind your customers that you are the business to choose and that you will make them feel good about their decision to spend money on your products and services.

Minds are like parachutes – they only function when open – Thomas Dewar

A step back in time makes you feel fine!

Who would have thought about 4 months ago that real estate sales would come to a grinding halt? That gas prices would drop back down to below $1.00 a litre and that Christmas sales happen before Christmas?

These current economic times have created similar psychological steps related to what we humans experience with loss – disbelief, anger, sadness and acceptance. Many business owners have become fearful and at times, frozen in place, unsure what to do.

The hardest part for us while we are experiencing emotions of fear and panic is to realize that we can control our response to events around us. Amazing leaders have come out of times of financial crisis.

This would be a perfect time to curl up with a good book and reflect on those entrepreneurial people that just did not accept the status quo and chose not to participate in the mindset of recession or depression thinking.

Look at market fluctuations as your friend rather than your enemy; profit from folly rather than participate in it. Warren Buffett has a unique way of looking at every dollar – not by what it is worth today but what it could be worth down the road. As a young fellow in the 1930’s he was paying income tax by the age of 14 because of his very successful and sprawling paper route. He purchased a farm at the age of 15 and leased it to a farmer. As a teenager he was earning more from his entrepreneurial ideas than his teachers’ salaries.

What was happening to the economy in the 1930’s? A massive depression hit the economy after the Wall Street crash in 1929. War was inevitable and food lines were common place. Yet Warren Buffett found profit and opportunities. There are some excellent biographies written about Warren Buffett that can help keep us all in perspective.

Remember that constant change is here to stay – each decade has its own challenges and businesses do survive. Continue to promote your business – remind your customers of your value; reconnect with past customers; be creative; listen to what customers need today and connect with your marketing messages; be ethical and committed to providing excellent customer service.

We simply attempt to be fearful when others are greedy and to be greedy only when others are fearful. Warren Buffett

A Shopaholics Rant (Special article from Simone Lis)

I love to shop. My family joke is that I can’t enter a store without leaving with a new treasure. I guess they are right, but I still treasure my “Dirty Laundry” souvenir clothing item that I purchased from the vineyard near Summerland. Besides, I believe that I must be one of the super heroes of the economy – and protect consumer confidence by keeping my spending patterns high. Shopping is my hobby and as VP for the BBB, I’m keeping appraised of market conditions.

I am one of your best customers. Once you have me, I’m very loyal and I come back again and again. When the customer service is excellent, I will tell your team and your supervisors.

Sadly, when the experience goes so wrong, it motivates a lowly VP to hijack her president’s blog and share. Don’t worry, I won’t name the store. But, I will use this experience to speak to how companies can lose their customers this holiday season.

My issue is not unique. I bought a skirt. I loved that skirt. It had six cute little black buttons on it, was a lovely dark charcoal grey with spots of cream in it. I loved this skirt so much, I bought the matching vest. And low and behold, because I bought the matching vest, I had to find the perfect shirt to match the vest. See what I mean about a shopping addiction?

The first time I wore it the zipper broke. I took the skirt back but was worried because I had thrown away the receipt. Now, I admit I should have known better. But who would have thought that the skirt would require a new zipper after one wearing. The store manager took a look at the skirt and offered to repair it for free. I was happy. All was good…

…Until the next time I wore the skirt and the zipper broke again. This time, I was dealing with a new manager, let’s call her Madame X, who sadly advised me that the zipper would keep breaking and perhaps it was time to say goodbye. She offered to exchange the skirt for another or to provide a store credit. Like a good company, they called all their other locations and tried to find me the same skirt, without avail.

I was sad because now I had a vest without a life partner but perhaps we could still solve this. I didn’t have the time to find it a new mate, so I said I would return tomorrow. She told me that the store was going to be busy because of a sale.

When I returned the next day, I handed my departing friend to Madame X for an exchange. While not a hundred percent happy with what had happened, I knew that I could expect no more.

Madame X looked me up and said something that made me feel like she was doing me the biggest favor ever, like I was dirt for expecting a skirt I could wear more than two times, and that I should feel thrilled that my defective skirt was being replaced by an item of lesser value which wouldn’t match the pieces I bought from the same store.

My sister, who heard the comment, became furious because she couldn’t believe how poorly she felt Madame X was behaving. She wanted me to go all consumer vigilante on Madame X by calling the corporate office, demanding for some service, and so on. I held her back because deep down I knew Madame X was a good person, who was trying to do what she thought she could for me on a busy day. The problem with Madame X was that she made one comment and through her tone demonstrated she didn’t care for me as her customer.

So Madame X, if you read this, remember these five points:

1. Listen to your customers. You started off so well. You made an offer and you tried to help a frazzled customer. In the beginning, I was happy with you. In the end, you lost me simply by having to make that one final point in a manner that was unnecessary.

2. Show me that you care. The customer does not have to be right all the time. I knew I was in the wrong – what could I expect with no receipt. I knew I was relying on your goodwill but you knew the skirt was defective. You only needed to show me that you cared and that you wanted to help.

3. Remember the market. In a tighter economy, companies are cutting prices to compete. Customer loyalty is built by customer service. If I can’t trust your business to treat me fairly, I’ll go to the store next door. I’ll even pay more.

4. If you make a mistake, acknowledge it. You made a comment and saw the results. My sister was very vocal to me in front of you. I’m sorry about that. But, you had another chance to be the Super-hero. Take it. Because once I’m gone, I’m gone for good.

5. You never know who just walked in your door. I may be just a customer but I am also your neighbour, your walking billboard, and your friendly VP from the BBB.

-Posted by Simone Lis, November 17, 2008

Baby Boomer Babble

I am one of approximately 79 million “baby boomers” in North America. I, like most baby boomers, am dealing with an aging parent and two young adults who are now both parents and well into their chosen careers.

My 85 year old Mother has been on her own since Dad passed away in 1994. She lives in a lovely area of Shuswap Lake on a ¼ acre property right on the lake. My siblings and I, our spouses, children, grandchildren continually make the trek up to visit the “grand dame” on the lake!

Concerns are mounting though, by the family. She receives huge quantities of telephone calls and mail from bogus charities; she is definitely on the “list” for telemarketers selling her everything from soup to nuts and magazine subscriptions soliciting her with early renewal opportunities. Of most concern to us is her lack of understanding of protecting her financial world. She received a telephone call recently asking her for her PIN number of her bank account!

Can you imagine the look on our faces when she dropped this bomb on us? She wisely hung up, but there is always next time. We held an impromptu pow wow between siblings and spouses and decided to take quick action to try to limit access to her credit information. My sister has power of attorney so she is going to first of all, check Mom’s credit history through Equifax Canada and TransUnion. She is then going to place a fraud alert on Equifax, TransUnion and a third organization, Experian. A fraud alert is a mechanism put in place so that if anyone other than yourself is trying to obtain credit using your information, the credit bureau will either contact you for verification or scrutinize the application before granting credits.

With this fraud alert in place, we will have to notify her bank or whoever she is requesting credit from of such alert so as to avoid unnecessary hassle.

Contact information for the three credit bureaus is as follows:

Equifax Canada – 1.800.465.7166
http://www.equifax.ca/

TransUnion Canada – 1.866.525.0262
http://www.tuc.ca/

Experian – only in writing to Fraud Victim Assistance Department
Fax: 1.800.646.5876

Provide them with your full name, date of birth, current address, daytime contact telephone number SIN # (optional)

Mom is thrilled with her independence, her beautiful life living on a lake. My siblings and I are there to make sure that her financial world remains safe and sound.

Old wood best to burn, old wine to drink, old friends to trust, and old authors to read. ~Quoted by Francis Bacon, Apothegm