Dear Brad & Lisa,
About 35 years ago when I was manager of a retail clothing
store, I made a customer service decision that taught me a huge lesson. My
store was in a mall and the store right next to us, was Sears. An older
gentleman came in and wanted to return a pair of jeans that he said his
wife bought at our store. I informed him that our store had never carried
that brand, and that Sears is the only store that does carry them. The
man's voice got louder and his demands became greater as he continued to
defend his beliefs.
Instead of continuing to argue, I asked him if he wanted cash
back or an exchange, and he said he needed about 5 pair of jeans and just
wanted to exchange the jeans. I agreed to take them back and credit him for
the $19.95 he paid at Sears (then I returned them to Sears and got a
refund). He bought 5 pair of jeans, 3 shirts and a belt from us which
totaled almost $200, walked away happy and continued to be a customer for
years. Do you do things right, or do you do the right thing?
The Lexus Experience
friend of mine drives a Lexus, and when she goes in to get her car
serviced, she says the experience makes her feel like a princess each
time. When she arrives at the service center, they immediately open her
car door for her and she is greeted by name. When she gets to the service
counter, they also greet her by name and welcome her back in. She is
offered coffee, a place to sit in the waiting area, and something to read
to help pass the time. She says it seems like everyone knows her name,
and they use it during her entire visit to personalize the experience.
This particular Lexus dealership has put excellent systems
in place to create a great experience. They enter her license plate into
their computer as soon as she drives up to access her name and needs.
They educate everyone to her arrival and the service
"experience" begins. What systems do you have in place to
create a great "experience"?
The Top Foods Experience
client of mine told me about their trip to the grocery store a few years
ago, which began as a disaster, and turned into a great customer service
experience. He had pulled into the parking lot of a Top Foods grocery
store, and as he got out, he noticed gas spewing from underneath the car
(an apparent leak near the fuel pump). A large puddle was quickly forming
under the car, and all it would have taken was a lit cigarette tossed his
direction to create a horrific scene. In a panic, he ran into the store,
found a clerk and hurriedly asked him for kitty litter to help soak up
his gas, and to have them please call a tow truck quickly. The clerk ran
and grabbed a couple bags of kitty litter, and then dashed to my friend's
car where he spread the litter over the gas puddle.
While they were waiting for the tow truck to arrive, and his
wife to come pick him up, the store employee offered to buy him a cup of
coffee to help calm him down (which he graciously accepted). My friend
went to pay the clerk for the two bags of litter and they would not take
his money. They treated him like a "guest" and left him with an
incredible memory of his Top Foods trip, and a great story of uncommon
Brad's Brain Storm Blog
newest blog is titled: Embracing Excellence
Although humans are incapable of perfection, they ARE
capable of excellence. What is excellence? If you look up the definition
in the dictionary, it will say; being outstanding and superior. To be
superior means you must be willing to do things that your competition is
not willing to do, in order to have things that your competition does not
have, such as domination of your industry.
To read Brad's blogs, click here:
Brad's Product of the Month
DVD Set "Turning Managers Into Leaders" ½ Price!
This high powered leadership seminar, in a four DVD set, is
packed with innovative content that will change managers into leaders. It
is Brad's highest rated leadership DVD set and critical for any
organization wanting to change their culture - leaders must change first.
It is tailored to anyone from the CEO down to front line supervisors. It
comes with unlimited worksheets so you can train as many people as you
want for this one low price. Regularly $350 NOW $175!
Click here for more info:
Brad's Public Speaking Schedule
I will be offering a FREE teleseminar on Tuesday,
November 26th at 9:00 a.m. (Pacific Time Zone), titled "Turning
Managers into Leaders." I will provide you with many tips needed to
help move your managers over to great leaders. You do not need to
register - simply call 712-432-1001 and enter the passcode 436140326. If
you are calling from Canada for the telephone seminar, please dial this
number first 559-546-1400, then the others above when prompted. You can
have as many people call in as you like.
I will be speaking at the Economic
Alliance of Snohomish County at 7:30 a.m., November 8th on
"Exceeding Customer Expectations." I will also be speaking at
Chamber of Commerce at 11:30 a.m. November 19th on Exceeding Customer
Words of Wisdom
Quote: "My success was not based so
much on any great intelligence, but on common sense." - Helen Gurley
PRIVACY STATEMENT: Brad Worthley International will never
distribute your address to anyone. Promise! The only way you can
get this newsletter is to voluntarily sign up or ask to be on it.
If you have any friends, relatives or co- workers that you
think would be interested in receiving this FREE newsletter, then please
forward this to them and they can sign up in the right
column under: "Join our mailing list! Thank you!
Dinner & Wine Bar Experience
This story is hot off the press because it occurred this
last weekend. I took my wife out Saturday night to celebrate our wedding
anniversary and her seven year anniversary of surviving pancreatic cancer
(stage 4). We chose a restaurant in Bothell, Washington, named The Tandem
Dinner & Wine Bar that neither of us had been to before, so it would
be an adventure (there is a great story behind the name as well). We got
exactly what we were hoping for and more.
First, this restaurant is owned and operated by a fabulous
couple named Brad and Lisa Havens who are perfectly paired for partnering
in this business. Brad is a gifted chef with an artistic flair and
impeccable ability to pair foods to create amazing dishes. Lisa is like
the Energizer Bunny (admittedly A.D.H.D., which I love) who moves like a
Ninja through the restaurant without ever slowing down. She is a skilled
relationship builder who sucks you into her passion for their restaurant,
food and wine.
When I told Lisa we were celebrating Melanie's seven year
survival from cancer, she gave Melanie a big hug, then disappeared for a
few minutes. She returned with colored crystals that she spread on our
table, and she gave my wife a huge glass of champagne. The ambiance is
very eclectic and homey, plus there was a gentleman playing classical
guitar and a young lady singing with him, who were wonderful - it was all
just magical. She asked what kind of wines we liked and when I told her,
she ran away and came back with one of the best Zinfandel's we have ever had.
It was so fabulous, we actually called the winemaker the next day, who is
local, and drove to his house and bought two cases (www.sirensongwines.com).
Both our meals were exceptional, our service was incredible,
the ambiance amazing, but they finished up with a "Wow" factor
that I had never experienced in my 59 young years. The portions were so
large that we asked if we could take the left-overs home. The plates
disappeared from our table and a server came back to our table and handed
us one of their decorative ceramic plates wrapped in plastic wrap. She
told us to take the plate, and just return it the next time we come back.
Click Below to Join Our
Free Mailing List