Tag: phone

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Get Movin’

Recent research suggests those who sit at a desk for six hours or more each day are 40 percent more likely to die within 15 years than those who are stationary less than three hours. That should be a scary statistic for a lot of folks – including me sometimes when I have a full day of phone coaching sessions and then write a blog entry.

There are many ways to overcome a sedentary work style including getting up and walking around or visiting peers instead of emailing and calling. Exercise is good, too, which is why I awaken at oh-dark-thirty three days a week to swim. (Sidebar: The YMCA closed its indoor heated pool last week for three months to remodel. Until the weather gets too cold, they’re utilizing the outdoor pool. Monday it was an unseasonal 60 degrees at 6:45 a.m. That will wake you up when you hit the water.)

Perhaps the best solution would be to work in a field that doesn’t require sitting all day. There are certainly a lot of career options available – nursing, waitressing and lawn care come to mind. Postmen and policemen use to walk, but that was a generation ago.

This morning – sitting at my desk during a coaching call – I saw someone who combines the perfect wage-earning/exercising program. Outside my window a man was placing door hangers. What struck me is how he was dressed: dry-fit wicking muscle shirt, nylon shorts, running shoes, sun glasses and iPod band around his arm with ear buds connected. Then I noticed he was running, pretty much sprinting, door-to-door. And this was no spring chicken. He had gray hair.

I envision this gentleman spending all day running around neighborhoods. Certainly not getting wealthy distributing advertising materials, yet enjoying the fresh fall air and making his heart healthier. So, after you read this, get up and go for a walk. If you need inspiration, think of the ‘door hanger guy.’ Of course, if you’re really motivated, go for a swim. You can think of me while you’re doing laps.

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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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Bountiful Feast

Yesterday during a phone coaching session with one of the franchising groups I facilitate (our monthly lunch-and-learn discussion), someone commented they’re awaiting the economic turnaround to occur before making a big decision about an opportunity for their business. This person suggested there is too much uncertainty right now to commit without knowing when things will get better. I responded they might want to consider ordering off that menu now in order to position themselves ahead of everyone else when a better day arrives.

You have to eliminate inertia to achieve results – in business or boiling water. While this is not the time to spend lavishly at five-star restaurants, it’s also important not to be paralyzed by fear and eat TV dinners. The objective, during high-flying times and periods of hunkering down, is to improve the bottom line. If you’re like most businesses, you’ve carved all the fat out of expenses. That means the only way to improve profitability is to increase sales, and with your customers in a similar dollar-menu mindset, you’re going to have to take market share from competitors in order to enjoy your desserts.

During economic expansion there’s room for everyone at the dinner table… and the feast is extravagant. Today, it’s a blue plate special… and there aren’t as many place settings. To ensure you don’t go away hungry, you need to be assertive and show up early while others are standing around waiting on an invitation. Eventually, everyone will be clamoring to get inside the most popular establishments; you’ll already be there dining on the delicious entrée.

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