Reputation COUNTS

Earlier this week, I left a voice mail message for a graduate student I do not know.  When she returned my call, the pitch of her voice was very high and she only gave me her first name.  It was hard to hear what she was saying since she spoke so softly.

How do you think I perceived her?

My immediate reaction was that she sounded unprofessional.  This student could make a much better impression by saying her complete name, talking audibly, and deepening the tone of her voice. 

Paying attention to small details can make all the difference.

Tags: Etiquette, Professionalism // Add Comment »

Recently I talked with a young entrepreneur about networking.  He said his partner had gone to a chamber of commerce meeting two times and concluded there was no value in belonging since he didn’t get any business.

One of the misconceptions about networking is that it is a “one-time” event.  Some people assume that business will come their way quickly as a result of attending a meeting or joining an organization.

What they fail to realize is that it takes six to eight interactions before trust is established, according to Contacts Count, a nationwide consulting and training company specializing in teaching professional and business networking skills, and a firm with whom I am associated as a certified trainer.  People need to see character and competence demonstrated continually before they feel comfortable doing business together.

Networking is no longer just a job seeking skill.  It is a business and professional competency that can help you move ahead in your career.   To read articles about networking, visit my resources page at http://www.reputationcounts.com/resources.php5

Tags: Networking // Add Comment »

Yesterday I went to a grocery store to pick up some tea.  This was a different store than I normally frequent, but the layout appeared to be the same.  I walked to the aisle where I believed the tea would be located only to discover it was not there.

 After going back and forth between aisles to see if I had missed it, I found a store employee to ask.  I said I couldn’t find the tea and I’m sure frustration was apparent in my voice.

He told me the tea was in aisle 2 at the other end of the store.  Then he said, “Do you want me to show you where it is?”

In his tone, I heard a hint of an “attitude.”  Just for a second he reacted to my frustration by losing his cool.  Had he sincerely wanted to help, I would have been grateful and happy to return to this store.

Tone really does matter.

Tags: Attitude, Customer Service // Add Comment »

This past weekend, I stopped in Panera Bread to pick up a loaf of rye bread.  While one employee sliced the loaf, I was asked by another if I had been rung up.  A third person then helped me check out.  I returned to the first employee who inquired if I would like an extra plastic bag in case I needed to freeze some of the bread.  This, he said, would cut down on freezer burn.

All of the employees genuinely smiled, were very nice, and seemed to enjoy being there.  It was a memorable shopping experience because the employees did simple, yet very important, things to please a customer.

Tags: Customer Service // Add Comment »

Yesterday I stopped in a drug store to pick up some paper towels on sale.   I didn’t see the particular package I was looking for so went up front to ask the store clerk.  He said he would check in the back, and as he was walking, his manager approached him.  The clerk asked her where they were.

The manager walked to the aisle and pointed, saying the paper towels were on the shelf.  I walked down the aisle and did not see them.  The manager said in an irritated tone, “There they are.”  She did not come to help me, but I finally found them.

Thinking about this later, I realized that I had felt stupid for not finding them.  I left the store feeling I had received terrible service.

What could have made this an exceptional customer service experience instead?  The manager could have shown me exactly where the paper towels were and said something like, “I’m happy to help you.  It is hard to find those paper towels sometimes.”

Her tone could have been pleasant and friendly.  She could have shown empathy when it was clear I was having trouble finding the towels.

It is true that simple acts such as smiling, being kind and helpful can make all the difference.

Tags: Customer Service // Add Comment »

 I’m always struck by how small actions can positively or negatively impact how a person is perceived.

For example, I stopped in a grocery store to get salmon for dinner.  At the seafood counter, I asked for one pound.  The employee helping me put two small pieces of fish on the scale and told me the weight was 1.5 lbs.

When I said that was too much, he shrugged his shoulders and said that was the weight.  I continued to stand at the counter and after a few minutes he took one of the pieces and cut it in half so that I had close to one pound.

His way of handling the situation was an example of poor customer service.  If instead he had used common sense and immediately taken one piece of salmon and cut it in half, I would have been pleased.  If he had said, “Sure, let me cut one piece in half for you,” and he said it with a genuine smile, I would have felt his service was exceptional.

The end result was the same; I was given one pound of salmon.  But instead of having a good impression of him, he became an example of what not to do.

Tags: Customer Service // Add Comment »

I just listened to a voice mail message.  It was from a person I don’t know whose last name I could not hear clearly.

The caller rushed through the phone number, causing me to listen to the entire message again so I could to write it down correctly.  Her e-mail included her last name, which she didn’t spell, and therefore I couldn’t contact her that way.

This call illustrates what many people do when leaving messages.  They speak too fast and neglect to spell names that may be confusing.

To make a better impression, say numbers slowly to help people write them down correctly.  Do not assume that the person you’re calling will know the spelling of your name or that the phone reception will be so good that he/she will be able to understand each word.  Be sure to repeat your phone number at the end of the message.  Making it as easy as possible will ensure that the person does not have to listen again and again.

The recipients of your calls will thank you and you will make a good impression as well.

Tags: Etiquette // Add Comment »

Yesterday I went to Costco to pick up a few items.  When leaving, I was greeted by my favorite customer service representative who was checking receipts as patrons left the store.

Over the years, I have shopped at this store frequently, and always been impressed by this employee’s attitude.  He has the most wonderful smile and says, “It’s great to see you” with authentic enthusiasm.  I feel like I’m his friend and that he really is happy I’m there.

I believe the service he provides is extraordinary.  He clearly understands the value of demonstrating a positive attitude.  In fact, this soft skill is important in any industry, no matter what job you have.

Think about the service you provide.  Is it extraordinary?

Tags: Attitude // Add Comment »

 THE CONNECT! Coalition, an Anne Arundel County, Maryland, group of organizations dedicated to promoting the importance of essential workplace skills, conducted a survey this past summer to find out what soft skills should be included in trainings for current and future workers. 

Survey participants included business owners/employers, supervisors, HR professionals, parents, educators, and representatives from nonprofits and government agencies.

The top ten skills in order of priority were:

1. Attitude
2. Communication skills
3. Work ethic
4. Integrity
5. Great customer service
6. Respect and follow through
7. Proactive thinking
8. Listening
9. Punctuality
10. Continuous learning

Other skills frequently mentioned were the ability to exceed expectations, willingness to admit mistakes, dressing appropriately, and helping others.

How often do you demonstrate these attributes?  As you look to 2010, determine which skills you lack and pledge to work on them.  Practicing them daily will help you build an outstanding reputation.

Happy New Year!

Tags: Soft skills // Add Comment »

For the past two weeks, NBC Nightly News has ended their broadcast with a series called “Making a Difference.”  These segments are my favorite part of the program because they are inspiring, hopeful, and usually put a smile on my face.  I often turn to my husband and say something like, “Wasn’t that great!”

With negative news filling the airwaves these days, stories that show people solving problems or lending a hand to someone in need are most welcome.

What story do you tell?  What are you doing to be inspirational, helpful, or kind?

Tags: Attitude // Add Comment »