I thought my schedule was packed when I worked in corporate. Filling in my days with status meetings, presentations, sales calls, and updates all mixed together to produce a week chock full of weaving, diving, and running. Now that I've been running my company for the past ten years, I've found it even harder to keep my schedule clear and organized to ensure I get everything done AND allow myself the time to work on my business.
For many years, I felt bad things just happen in our lives. I'm not talking about a sudden death in the family, or a severe illness. That's truly unfortunate. I'm talking about a bad boss, a missed job offer, or a client who got away at the last minute. These are situations thrust into our lives to not only teach us to appreciate the good times, but to also clearly understand something better is probably around the corner.
Everyone needs new business to survive and thrive. The natural order of most businesses: Clients leave. They defect. They go out of business. They suddenly have no money. This is normal.
What’s torque? It’s a measure of the turning force on an object such as the pushing or pulling of a wrench handle connected to a nut or bolt. It produces a torque (turning force) that loosens or tightens the bolt.
It's the typical hype cycle. A new product or service is introduced. It grows exponentially to take over an industry. Everyone loves it. Accordingly, they all can't stop talking about it. It goes viral and the media picks up on it. It gets bigger. Then people find that it will not solve ALL their problems. They begin to talk it down because it's 'in' to talk it down. The media picks up on it again, whips around 180° and begins to tear it down. Then at some point, it all levels/evens out. Starbucks is at this point now — they rode the hype roller coaster over the past number of years. But I still love them. Why?
Two things happened to me during the time between Christmas and New Year's Eve that clearly defined what I call Good & Bad Customer Service.
Ask one of my clients. Or one of my friends. I can't stop talking about Pixar. From their first movie, Toy Story, in 1995, to their latest, Toy Story 3, in 2010, ask yourself, has any filmmaker or filmmaking collective had a run as glorious and uninterrupted as Pixar's? They've never missed. Never. Why? In my observable opinion, because of a few rules:
Five simple words. Three if you don't count the hyphens: Under-Promise And Over-Deliver. But time and time again, what do we do? Over-Promise And Under-Deliver. Which one makes our boss and clients happy? Why do we do this? Why do we constantly over-promise what we can do, bunch up our priorities, and then disappoint when we deliver late? And why do we do this again, and again, and again?
I wear Allen Edmonds shoes. The are quite expensive (most run around the $300/pair pricepoint) — but they are really well made. Also, they are the most comfortable shoes I've ever worn. Why? They're handmade in Wisconsin and they don't use nails — they hand-sew every shoe (check this video out). I've had my pair of wing-tips for the past 15 years.
It's a cold world out there. One thing that always works for me is to share a positive, enthusiastic attitude. Whenever I feel down, or when things aren't going my way, I try to instantly turn that around with a smile, a fun comment, or a positive action. Most of the time it works and as I do it, it becomes infectious, and bounces right back to me. So . . .