Posted by Shelley
Since taking the position of Senior VP of Marketing with McKain Performance Group, I’ve found that I am consumed with attempts to afford everyone I connect with an ‘ultimate client experience’. It’s my job to make certain that Scott McKain provides to his clients the very thing he tells them to provide to theirs. Just when I think that this hectic schedule is going to kill me, I take comfort in knowing that I’ve booked Scott so solid that he thinks I’m killing him. 🙂
Last night, I received an email that made me think about how so many businesses (and individuals too) do the same thing — day in and day out — and never really consider how little things are what make the big differences. This gentleman took time from his busy day to tell his story to Scott, even when he mentioned that he assumed his email would be “stacked among a pile of kudos”. Isn’t it funny how so many times we have plenty of time to complain about all the bad things going on around us — but rarely find time to share the good things?
But this message contained something else — and I’m sure it was either something Scott said directly during his presentation, or maybe the email’s author summarized it — but here’s the line: “Success is never measured by how “efficient” your customer service skills are.” Think about it. The way you treat your customers (or the way you treat your friends) is absolutely a determining factor of how successful you are — whether it be a business or personal relationship. So why would any business (or again, any individual) even consider being efficient in that regard?
An event attendee wrote a kind message to Scott thinking it was simply a “little thing”. What a “big difference” it would make if we could all learn to be just a little more like him.