Overnight Success

Kathy and I had dinner two weeks ago at the home of a couple we’ve grown close to the past few years. At the end of a wonderful evening together that included intriguing conversation and a meal featuring delicious pork, our hostess asked if we would like to see her latest paintings. Chris is an excellent artist and illustrator – with several published books – and she wanted to share her recent foray into impressionism.

As she shuffled through various outdoor, still-life and portrait works, I was amazed at her ability to vividly capture subjects on canvas. Being a neophyte to the art world, I asked about one nighttime scene of a bridge with water flowing rapidly beneath it, “How long did it take you to do that?”

“An entire lifetime,” she quickly responded. “It’s my art degree, the decades I’ve spent learning colors and technique, the ability to transfer what I see with my eye to my hand and onto the canvas, and the 10,000 hours I’ve stood in front of an easel. That’s how long it took me to paint that bridge.”

Malcolm Gladwell highlighted the 10,000 hours phenomenon in Outliers, using Bill Gates and the Beatles as prime examples. It’s become the accepted standard for the amount of time someone must put in to become an expert at his/her craft. Gladwell got it right… and our friend Chris is living proof. So, keep practicing.

[Note: Kathy and I commented that night how much we liked the pork entrée. Chris said it was her mother’s dish. A few days later, a note arrived in the mail. Enclosed was the recipe for “Mom’s Tender Lemon Pork Chops.” Those artists… they don’t miss a thing.]

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Unpleasant Experience

Customer service is one of the ‘givens’ companies have to deliver well… especially when folks come to them with problems. Disney uses the word ‘recovery.’ I prefer, ‘We pay you money, so fix it.’ A problem is the reason I called the phone company this morning, needing to find out how to change the fact we couldn’t access voice mail.

The first person transferred me to a second who – unable to assist me because ‘that’s handled by another department’ – transferred me to a third. After a computer-generated voice prompted me to enter our primary phone number for the third time, a woman came on and said, “May I have your phone number, please?” (Really? You guys handle a bagillion calls every day and you have to ask my number after I entered it three times!)

Our conversation went something like this:

“Sir, I understand you’re having a problem with your phone lines.”

“No, we can’t access voicemail. I’m calling you from our phone line.”

“Did you know we have a troubleshooting guide online?”

“Yes, I do. In fact, could you let someone know I tried that five times before calling, and each time after entering our phone number it kicked me back to the home page.”

“Yes, all you have to do is enter your phone number…”

“You’re not hearing me, ma’am. I tried that and it didn’t work.”

“Let me explain the steps, so next time…”

“Ma’am… could you please stop speaking and listen. I need you to tell me…”

(Loudly) “Sir, I’m only trying to help you.”

“Monica, I have yet to raise my voice and you seem to be getting frustrated. After 15 minutes, would it make more sense that I should be the one who’s frustrated?”

(Still loud) “Do you want my help or not?”

“May I please speak to your supervisor?”

“Absolutely.”

From that point, a wonderful – and quite apologetic – woman named Julie came on and her first words were: “Did anyone tell you there is a problem in the Houston area and we’re working to fix it as fast as we can?”

I laughed, she apologized further, and within five minutes taught me how to listen to voice mail online. Then she told me about an App that allows us access from our iPhones. I thanked her twice, and – knowing the call was being recorded – said, “When you work to train Monica, please let her hear how you listened and promptly solved my issue. You did great.”

In your business, no matter how big or small, make sure everyone who comes in contact with customers understands the right way to speak with them… especially anyone whose title contains the words ‘customer service.’ If they fail, it reflects on you.

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Ships Passing

Earlier this week I stepped on an empty express elevator in a downtown high-rise occupied by a single large company, and behind me came an employee pushing a mail cart. Even though this is a tall building – and I’m only there about five days each month – our paths have crossed several times. He said hello and offered a smile.

After pushing the button to take us down to the ground floor, I asked, “How long have you worked here?” He answered, “A long time.” I said, “How long?” He looked up at the lighted numbers counting down from 46, paused, turned back to me, grinned, and said, “This week is 30 years.”

The elevator stopped, the door opened and he exited while offering a nod, focused on delivering letters and packages to their recipients. I headed to the parking garage, thinking, “There’s someone who seems at peace.” Then it occurred to me that I didn’t ask the gentleman’s name and know nothing else about him. I didn’t even think to wish him a happy anniversary.

Chalk this up as a missed opportunity… another lesson learned. Next time we ride the elevator together, I’ll be sure to ask him to share a story. I’m guessing his perspective would be quite enlightening about my client.

So, here’s the question for you: Who’s the person in your building who might brighten your day with a story? Perhaps it’s time for a visit.

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Just Say Thanks

Some say how you act as an adult is determined when you are a child. If that’s the case, I’m amazed many leaders have forgotten one of the best lessons they learned at a young age. It’s something one of my business mentors convinced me to adopt as a habit long ago: send a hand-written thank you note whenever you have the opportunity.

Of course, in this instantaneous world, it’s easier to type an e-mail, leave a voice mail or key in a text. Do you even remember the last time someone sent you a hand-written thank you note? Do you have any idea the last time you sent one to an acquaintance? I receive them so rarely that I keep them in a shoebox.

Rick Baker is the president of the AT&T Cotton Bowl. Following every meeting with him during my previous career more than a decade ago – whether for a casual lunch or a formal business session – I received a personalized thank you note in the mail. One time I asked about the process. He carries the notes in his car, he told me, and as soon as the meeting ends he writes them. When he returns to the office, his assistant hands him the address, which he writes on the envelope. She adds a stamp and sticks them in the outgoing mail. Three minutes of his time made great impressions on me…and likely everyone else he meets.

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