I had the opportunity to speak at the Customer Service Revolution Conference held in Cleveland this week, put on by the DiJulius Group. Over 700 people from companies throughout the United States and Canada were there to learn how they can deliver the best customer service possible. In preparing for my program, I dove deep into my books, articles and notes on everything I had written and read about customer service. I thought it might be helpful if I shared a few of the things I found.
A “Standardized Test” can measure your mastery of writing, language, and math … but it should never be used to define a person and their TRUE POTENTIAL TO SUCCEED. Our success has a great deal to do with our level of SKILL, but not everything. I know a lot of talented, smart, well-educated people who have, in no way, come close to reaching their full potential.
I try and look on advice this way; why experience the pain or frustration of doing something wrong, when someone can “ADVISE” me as to the best, quickest, and easiest way to do it. I am all for taking advantage of those who have done it before and I am happy to “go to school” on what they have learned. Following good advice is a great way to shorten your learning curve. It should also be noted: the best advice usually comes from those who have been through the most.
It took me years to learn: Sometimes the first to apologize wins. Conflict resolved. Tension removed. You feel better. Life goes on. The definition of an APOLOGY is: an admission of error or discourtesy accompanied by an expression of regret and should not reference mitigating or extenuating circumstances. If you reference those mitigating or extenuating circumstances, you just flipped from an APOLOGY to giving an EXCUSE. And, as Benjamin Franklin said: “Never ruin an apology with an excuse.”
Peter Drucker, the famous business guru, has written over 10,000 pages on the subject of Management; that equates to 39 books translated in 36 languages. He is best described as the FOUNDER of Modern Management. In his book, The Practice of Management, he stated, “there is only one valid definition of business purpose: to create a customer. The customer is the foundation of a business and keeps it in existence; he alone (the customer) gives employment.”