Entries from March 2008
Why is it that so many of us know what to do yet still fail to do it?
We learn lessons yet repeat the mistake…
We have instincts yet we ignore them…
We KNOW that a particular action is necessary yet we fall victim to inaction…
We know what is right, but might not do what is right…
I think it all comes down to one courageous moment.
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The moment when you leave your comfort zone to do what you know needs to be done.
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The moment when you risk it all because you know that the bigger risk is to do nothing.
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The moment when you do what you know is right even though it may create controversy or pain.
More than anything, the courageous moment is when you look in the mirror and decide if you have what it takes to make the hard choice.
Will you hide from that moment?
Marc
Categories: Blogroll · Management · Retail
Tagged: Courage, Decisions, Management, Marc Bluestone, Retail
Here’s a recollection of something that happened years ago that hasn’t fully left my mind…
If you don’t already know, there used to be an airline called TWA (Trans World Airlines). After suffering extensive financial issues, TWA became a part of American Airlines.
I used to fly TWA a lot and earned what they called the “Red Card” which represented their highest frequent flyer level. Essentially, you received an upgrade whenever there was an empty seat, etc.
Very soon after the change I was flying American somewhere and I was seated in coach (American had more stringent upgrade rules).
I was sitting next to a person who really should have been required to buy 2 seats and I noticed there were a number of empty seats in first class. I politely inquired of the flight attendant if I might move up there.
She politely said no. I responded by saying that TWA had always put its highest level frequent flyers in first class if there was a seat available.
Her response was “and look what happened to them.”
I remember this a decade or more later.
There are any number of lessons here. I’ll pick one…
Giving away costly extra services to your best customers may show your appreciation, but does not necessarily translate into benefit for the business. In fact, it may cost you more than you think.
[this part's for you, Barry] Watch out what you give away.
Marc Bluestone
Categories: Customer Service · Management · Marketing
Tagged: american airlines, Customer Service, frequent flyer, Marc Bluestone, TWA
I was having lunch with my wife at a “SanSai Japanese Grill” restaurant the other day (if you haven’t tried SanSai, they are mainly located in California & Missouri - excellent, fast & healthy food).
Laurie decided that she wanted to order a combination plate in a way that didn’t actually exist on the menu.
She ordered at the counter and you could see the cashier’s mind working to decide if it was possible. Just at the moment that I thought he might say no, his eyes lit up to say “no problem”.
I was very impressed. So many people instantly jump to a “why we can’t” attitude instead of thinking about “how they can.”
A few minutes later, the owner of the SanSai chain happened to walk into the restaurant. I relayed this story to him, and he was pleased but not particularly surprised.
He told me that the cashier must have remembered their # 1 operating rule… “the answer is yes - now what is the question?”
These guys get it. They know that a customer’s needs must be catered to. And they know that training matters.
Does your staff know that they need to find ways for their answer to be YES?
Marc Bluestone
Categories: Customer Service · Management · Retail
Tagged: Customer Service, Marc Bluestone, Retail, SanSai Restaurant
