Tag Lines and Expectations

Perhaps I am more sensitive to tag lines having recently gone through the process of changing one.  The question for me became, do I deliver what is advertised or is it just a catchy statement?  Now I am evaluating my customer experience based on the tag line of a banking firm that I recently engaged.  They proclaim  ”where people matter more than money”.  There were two people out of seven that I spoke withthat truly reflected this statement.  Not great odds.

A tag line can mean something to the person/ team that creates it.  How do we get buy in from all staff?  We can promote it, hammer it home and even post it for all to see.  Still, do all staff live the tag line that they work under?  The good odds are probably not.

Pickles and Problems

Yesterday I had lunch at a local place.  One of the reasons I go there is that I can depend on consistency and the staff doesn’t have to ask what I want.  My order came and there was a problem.  My side order of pickles had virtually no flavor (or at least not a flavor that I like).  When I brought my problem to the attention of the server the answer was “let me get you a new side of pickles”.  She did and the taste was just like the first batch.

Turns out the resturant buys pickles in bulk and that the server just got more from the same batch.  When I asked if she could try a new can of pickles she responded that “the manager won’t open a new can until the old one was finished”.  Just my luck, the manager was on break and not available to listen to my thoughts.

In the scheme of things, so what.  So I didn’t get the pickles I wanted.  My lunch was ok aside from this one small aspect.  I’ll go back in the future.  So what. 

Years ago I worked with an individual by the name of Bob Feeney.  When any of us would start to gripe about our problems he would always respond “if you didn’t have any problems, you wouldn’t have any business”.  The point is that it’s not the problem per say but rather how we deal with the problem.  If we are prepared to resolve issues in a fashion that benefits the customer as well as our respective organization we should be enabled to make good on any problem that confronts us.

I really would have liked a different batch of pickles………….

Pest Problem

I just returned from a vacation that was outside of the United States.  It was a great trip with warm weather, good food and great accommodations.  Still I didn’t enjoy the trip as I had anticipated.  The problem (for me) was that from the moment I cleared customs and until I returned to the airport I was bombarded by individuals selling everything from time share to jewelery.  A simple walk down the street turned into a verbal mugging and I got to the point of not wanting to go out at all.

 So there I sit in paradise and it becomes very clear that this is potentially how my clients feel.  Are they afraid or to weary to answer the telephone due to all the “peddlers” that are attempting to solicit their business?  Is avoidance easier than dealing with the mass of people that are pushing their version of the same service?  The realization is staggering……

Still we need to sell our product and/ or service and not every call will be a referral.  Our approach should be one that invites the potential contact to respond not hide.  There are many thoughts on how to differentiate ourselves but it should start with a single thought.  How would I like to be treated if I were the targeted contact?  Find your approach and then look to be unique.  Separate from the herd.  Remember, your success will be built on a relationship but how we develop that relationship will determine our success.