Reputation COUNTS

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 by Marcia Hall
No Comments »

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 by Marcia Hall
No Comments »

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 by Marcia Hall
No Comments »

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 by Marcia Hall
No Comments »