Comments on: Your Premium Marketing Resource: Employees

By: Are You Choking Your Employees Off From Experiencing Success? | Roy H. Williams Marketing

Tue, 20 Dec 2011 22:30:01 +0000

[...] It all had to do with what I’ve written posts about in the past: giving your employees the authority to grow your business. [...]

By: Are You Choking Your Employees Off From Experiencing Success?

Are You Choking Your Employees Off From Experiencing Success? — Thu, 12 May 2011 23:36:31 +0000

[...] It all had to do with what I’ve written posts about in the past: giving your employees the authority to grow your business. [...]

By: Michele Miller

Michele Miller — Thu, 01 Oct 2009 16:29:39 +0000

Tom, I had a similar experience awhile back, but on Delta. Someone I was traveling with needed their medication, and I was amazed at how accommodating Delta employees were. More often than not, I read stories like yours and think, “These companies deserve to go under.”

By: Tom Wanek

Tom Wanek — Wed, 30 Sep 2009 12:19:36 +0000

“Make a solid decision to give every employee the authority to add to a customer’s delight factor.”

This one is HUGE for me.

I recently had an awful experience flying United when they cancelled my flight in Chicago. I stood in line and watched the company squander several opportunities for the company to turn a bad situation around and delight the customer. One customer simply needed her medication retrieved from a bag that was checked. The United customer service rep told her that that nothing could be done, she didn’t have the “authority to make that decision.”

Are you kidding me? Then find someone who does.

By: Michele Miller

Michele Miller — Fri, 25 Sep 2009 19:58:06 +0000

You know, that’s interesting, Joe. I have a big soft spot in my heart for the local Scottsdale airport. We have flown on trips up to the Grand Canyon, hung out with staff at the airport, and every year when the vintage aircraft come into town for a fundraiser, we talk it up like crazy (my ride in a B-17 was one of the highlights of my life). And it’s all because we have this respect for the folks who have such a passion for what they do. You’re right – it really rubs off. Thanks for the prod to make me think about this.

By: Joe Oram

Joe Oram — Fri, 25 Sep 2009 19:47:04 +0000

Michele,

You need to spend some time at the other side of the airport. You will see exactly what you are talking about here going on every day at the small FBOs (Fixed Based Operators) that are the heart and soul of general aviation in America.

I would say 99% of the personnel who are involved with aviation at this level “get it” when it comes to customer service. It’s not about the flash or cash, its about being true to your customers and yourself.

So, homework: visit at least 2 small airports and report on what you see. You’ll need to spend some quality time and the language barrier may scare you but I assure you you will not be disappointed.

By: Michele Miller

Michele Miller — Tue, 22 Sep 2009 14:39:28 +0000

You’re right, Dennis – it’s so simple. I think that in times like these, many businesses revert to the “default” they’ve always know – cut down on marketing and if you do pour any marketing dollars into a strategy, it should be in advertising. The smart business owners know that investing from the “inside out” has a much bigger pay out. Incorporating this kind of program and authority into a staff training program is key.

By: Michele Miller

Michele Miller — Tue, 22 Sep 2009 14:37:35 +0000

Great story, Chris – thanks for sharing it! I think that many business owners get overwhelmed when thinking of instituting a program like this because they see big cult brands doing it and it seems so complicated. It’s not! With a bit of work up front the payoff can be BIG.

By: Dennis Collins

Dennis Collins — Tue, 22 Sep 2009 11:26:43 +0000

It sounds so simple. Why do so few do this? With downward pressures on external marketing budgets, this must be done to succeed in the new economy.

I guess it goes back to hiring and training. Do we have confidence in the people we are hiring? Are we teaching them exactly how we want them to treat our customers?

In my experience poor customer service usually traces back to the owners and managers.

By: Chris Busch

Chris Busch — Tue, 22 Sep 2009 02:44:12 +0000

Michelle – great post. There really aren’t that many companies that consistently strive to provide customer delight instead of customer satisfaction. Businesses who follow your advice here will be doing some key behaviors to set themselves apart from the rest of the rat pack. A few weeks ago Linda and I were at a local eatery and surprisingly the food was below par. We mentioned it to the waitress and other than an awkward apology, there was no response. In a similar situation at another establishment, when I mentioned a small problem with the meal, the waitress insisted on a replacement plate, told us right there that they would comp the meal, brought us a free dessert and also a coupon for a free meal on our next visit. She was obviously empowered and trained well.

Guess which restaurant is closer to top of mind when hunger gnaws?