Posts Tagged ‘customer service’


What is your favorite restaurant of all time? 


Most likely the reason you love your favorite restaurant is not the location, building, music, environment, cost, or the wait staff.  The reason most of us love our favorite restaurant is the food

Reggie’s Barbecue and Wings in Jackson, Tennessee has been around for 29 years.  It has occupied several locations in Jackson; including a shed-like structure with seating for about 10 people to one of its current locations inside a gas station in North Jackson. 

The reasons Reggie’s has survived these less than desirable locations are due to two factors:  A hardworking owner and award-winning food.  People drive from all over West Tennessee to eat some of the best barbecue and wings money can buy. 

A restaurant’s survival or failure depends mainly on the food.  They may have the greatest environment, the best prices, and best looking wait staff, but if the food is below par it is only a matter of time until they close their doors.

Where you work….you are the food

People may come in the door due to your location, they may really enjoy your environment, and they may be thrilled with your products, but they will choose to stay and come back later…because of you! 

When people talk about a business, I have rarely heard anyone complain about the lighting, the carpet color, or the location. 

People bank, shop, or purchase from you because you give them what they are looking for, a relationship and a smile.      

Now…go upgrade your menu!

Remember today:  BE TOP NOTCH FOOD!

By the way…check out Reggi’s BBQ here. (and turn down your speakers)


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Window Washer and Pidgeons


On a recent trip to Chicago I saw something truly inspiring. 

Throughout the trip I interacted with people who had a financial interest in being excellent at their job, and in providing excellent service.

I met doormen who opened doors, carried baggage, hailed taxi cabs, and made small talk, all with a wide smile on their faces. 

I met shuttle drivers who offered facts about the history of Chicago and asked about my hometown, all with smiles on their faces.

I met restaurant waiters who took their time explaining menus and going as far as to bring out every cut of meat available for me to choose what looked the best.  They made recommendations and praised my selections, all with huge smiles on their faces.  

All of these men and women HAD to be excellent at their job.  If they were anything but wonderful, I may choose to stay in a different hotel, take a different shuttle, or eat at a different chop house.  I appreciated their service, but recognize the motivation behind their actions.

Then I witnessed a window washer at the O’Hare Airport.  I am sure I was the only one watching him.  Sitting in my car waiting to be taken to downtown Chicago, with taxis and limos speeding around us, everyone trying to get to their destination, surely no one noticed him.  I watched as he ran a wet sponge down the window, cleaning off weeks of grime and dust.  I noticed how he was careful to work around a bracket holding the enormous window.  I looked on as he overshot with the sponge and soaped the bracket.  I watched as he took out a rag, wrapped it around his finger, and carefully wiped the excess soap off of the bracket.  He was practicing excellence in his window washing career.

He did all this in hiding.  He had no reason to impress me.  I am sure if he had left the soap to dry on the bracket, no one would have known otherwise…but he didn’t.  He practiced excellence. 

You may think your job is mundane or small, but take a lesson from the window washer at O’Hare Airport in Chicago. 

Be excellent for the sake of being excellent. 

You may never get a thank you or pat on the back, but you can rest in the knowledge that you were your best, and that is worth millions.

Remember Today:  THE WINDOW WASHER!

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The Tower of Babel

 1 Now the whole world had one language and a common speech. 2 As people moved eastward, they found a plain in Shinar and settled there.

 3 They said to each other, “Come, let’s make bricks and bake them thoroughly.” They used brick instead of stone, and tar for mortar. 4 Then they said, “Come, let us build ourselves a city, with a tower that reaches to the heavens, so that we may make a name for ourselves; otherwise we will be scattered over the face of the whole earth.”

 5 But the Lord came down to see the city and the tower the people were building. 6 The Lord said, “If as one people speaking the same language they have begun to do this, then nothing they plan to do will be impossible for them. 7 Come, let us go down and confuse their language so they will not understand each other.”

 8 So the Lord scattered them from there over all the earth, and they stopped building the city. 9 That is why it was called Babel—because there the LORD confused the language of the whole world. From there the LORD scattered them over the face of the whole earth.

In this story from the Old Testament, the people had true unity and a common goal.  They were all working together in the same place, with the same vision.  God himself knew “nothing they plan to do will be impossible for them,” as long as they worked together with a common vision.

Our common purpose at Leaders Credit Union is to serve our members.  Nothing will be impossible for us as long as we all take hold of this purpose and work together to ensure we each serve our members at every opportunity.

What is the “common purpose” at your workplace? 

(Fun Fact: This bible story is where we get the English word “Babble” – to say something rapidly and incoherently)


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Think about all the tasks you have to perform at work.  Many of them are repetitive actions you could do with our eyes closed.  However, many of them require a level of attention and concentration higher than usual.  It is important to know when to block out distraction and focus on the task at hand.

Take the lion for example.  Experienced animal trainers take a stool with them when they step into a cage with a lion. 

Why a stool?

Answer:  It tames a lion better than anything – except maybe a tranquilizer gun.  When the trainer holds the stool with the legs extended toward the lion’s face, the animal tries to focus on all four legs at once.  And that paralyzes him. 

Divided focus always works against you. 

There is a Chinese proverb that states: “When you chase two rabbits, both escape.”  Dividing your focus between several tasks will often result in poor performance on one or all of the tasks.  You may even mimic the lion and become paralyzed. 

Focus on the most important and urgent task at hand, complete it, and move on. 



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 “Tentative efforts lead to tentative outcomes. Therefore, give yourself fully to your endeavors. Decide to construct your character through excellent actions, and determine to pay the price of a worthy goal. The trials you encounter will introduce you to your strengths. Remain steadfast… and one day you will build something that endures: something worthy of your potential.”

 — Epictetus, Roman teacher and philosopher (55 – 135 A.D.)

What is your goal?

What is your organization’s goal?

Is it a worthy goal?

Give yourself fully to this endeavor, and you will build something that endures: something worthy of your potential.

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Think about the last AWESOME customer service experience you had.

Where were you?  What did you buy?  Who waited on you (male, female, hair color, height, name, etc.)?  What about that experience made it memorable?

Now think of the last AWFUL customer service experience you had.

Where were you?  What did you buy (or not buy?)  Who waited on you (or ignored you?)  What about the experience was so bad?

Chances are you could vividly remember both.  You can picture the scene, hear the words, and remember the way you felt.  Both of these experiences were memorable.

Finally, think of the last time you went to Wal-Mart.  What day of the week was it?  Do you remember what you bought?  What did your cashier look like?  What was your total?  How long were you there?  What aisle did you visit first?  Last?

Chances are the Wal-Mart experience was a little less memorable.  Why?

You do not remember the visit to Wal-Mart because it was a NORMAL visit!  It was nothing awesome, nothing awful, just a normal interaction.  The only way you would remember details about that visit is if something great or something horrible had happened.

How does this apply to your daily life?

People will only remember interacting with you if it is a memorable experience!

Your challenge is to make sure that their interaction is memorable in a POSITIVE way.

It is not good enough to just “not be rude” when interacting with others.  You have to WOW them!  What can you do to WOW someone you meet today?

A few Ideas:       Help them to their car holding an umbrella on a rainy day, compliment them, call them by their first name, remember specific facts about them (children, grandchildren, hobbies, etc) be the “person who passes out high fives,” or, “the smiley face sticker guy.”

What are a few other ideas to create a memorable experience in a positive way for others?


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