I ran a short network master class recently as a favour for a good friend of mine, John McCormack, for the parents association of a Dublin school celebrating it's 150th year. Afterwards, over coffee (which I really have to stop drinking) I was approached by an elderly gentleman called Joe Grehan.
Now Joe is 91 years old. Quite a feat in itself but not only that, he is officially 'the oldest toastmaster in the world' - as he took great delight in telling me. Now tell me that there isn't something to learn from a man like that? So when I asked Joe what he spoke about - his message to his audiences from his lifetime of experience - he spoke three simple words which I'll share with you now.
For me they sum up everything about the understated, classic, professional elegance that we should bring to being a trusted advisor, a sales professional or leader.
Simplicity, Sincerity and Service.
'Nuff said.
Showing posts with label service. Show all posts
Showing posts with label service. Show all posts
Saturday, 7 November 2009
Monday, 14 July 2008
Service with a Smile
I've returned from a recent family holiday to Malaysia and Borneo - part of taking time to educate my young kids to the wider world. The one thing that struck me the most on my return to Europe was the contrast between how people whose work it is to help and serve you - in no matter what capacity - and how they smiled.
Smiling conveys the greatest of human needs - acceptance. It has become a rare commodity in the West. One which I now remark upon when I get one from an airport attendant, a bar person, a hotel person, a coach driver - anyone who works in the 'service industry'.
Whether its just a better quality of training or simply a matter of culture, a smile is ever on the lips of nearly all of those who serve in the East. From room cleaners who meet you in the hallway and bid you 'good day' with a genuine smile, or lift attendants, pool attendants, waiters or restauranteurs who at least appear genuinely happy to get your business.
Maybe it is a cultural thing. Perhaps we in the West see 'service' as demeaning and 'below us' in some way while those in the East do it because they take pride in whatever work it is that they have and do in the service of others. Maybe in the West we have a greater sense of personal entitlement and they don't.
Whatever the reason, when it comes to my choice of rewarding a person's service to me as a customer, I know which kind of person I'm happy to leave the bigger tips with.
Smiling conveys the greatest of human needs - acceptance. It has become a rare commodity in the West. One which I now remark upon when I get one from an airport attendant, a bar person, a hotel person, a coach driver - anyone who works in the 'service industry'.
Whether its just a better quality of training or simply a matter of culture, a smile is ever on the lips of nearly all of those who serve in the East. From room cleaners who meet you in the hallway and bid you 'good day' with a genuine smile, or lift attendants, pool attendants, waiters or restauranteurs who at least appear genuinely happy to get your business.
Maybe it is a cultural thing. Perhaps we in the West see 'service' as demeaning and 'below us' in some way while those in the East do it because they take pride in whatever work it is that they have and do in the service of others. Maybe in the West we have a greater sense of personal entitlement and they don't.
Whatever the reason, when it comes to my choice of rewarding a person's service to me as a customer, I know which kind of person I'm happy to leave the bigger tips with.
Monday, 23 June 2008
Leverage
I recently had talks with a firm about taking my business systems in sales and coaching/mentoring to a more international audience on a joint-venture basis. I'm looking forward to progressing things.
In a service business - especially when one chooses to work as a micro-business - you eventually reach a stage where you cannot physically grow much larger or create any further revenues - short of increasing your standard fees. At that point the need for leverage becomes apparent.
To grow further or to get to a stage where your IP can be richly mined then in a service business such as mine, there exists the opportunity of leveraging the business through technology - audio/DVD training programmes, the Internet (on-line coaching programmes, e-books and social networks) and
finally through joint-ventures or investors.
Its never easy for an entrepreneur to 'let go' of their business. After all, it's their 'baby'. However we have to realise that it is just that - a business - designed to attract, serve and retain customers for a profit. It is a separate legal entity where one has created a corporation or limited company. Just like any child there comes a time when you let it go in order to grow.
Once you do, you may discover there are new worlds and markets to create and succeed in.
In a service business - especially when one chooses to work as a micro-business - you eventually reach a stage where you cannot physically grow much larger or create any further revenues - short of increasing your standard fees. At that point the need for leverage becomes apparent.
To grow further or to get to a stage where your IP can be richly mined then in a service business such as mine, there exists the opportunity of leveraging the business through technology - audio/DVD training programmes, the Internet (on-line coaching programmes, e-books and social networks) and
finally through joint-ventures or investors.
Its never easy for an entrepreneur to 'let go' of their business. After all, it's their 'baby'. However we have to realise that it is just that - a business - designed to attract, serve and retain customers for a profit. It is a separate legal entity where one has created a corporation or limited company. Just like any child there comes a time when you let it go in order to grow.
Once you do, you may discover there are new worlds and markets to create and succeed in.
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