WOW Word-Of-the-Week #412: ABCD
June 27, 2012 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #412: ABCD
ABCD – Above and Beyond the Call of Duty
When was the last time you experienced an unhappy customer, guest, client or member because of poor service? Did you do everything you could to fix the situation? Would you say your “service recovery” was successful? Was your customer, guest, client or member happy and are they continuing to do business with you?
Well, once again, I had a “little problem” with a poor service issue. As you know from prior WOW’s over the past couple of months things have been breaking. To make a long story short, this time it was an electronic issue with my car and so I had to take it to the dealership. And since I was there I wanted them to also figure out why the unlock button feature on my key that controls my trunk was not working correctly.
My car was in the shop for five days (they did give me a loaner car) and within days the trunk was acting up again. Only this time it randomly wouldn’t shut. I called and got an appointment to bring it in two weeks later. This time it was in the shop for only a day.
I picked it up, drove off, and when I made my first stop realized that my key buttons would not lock or unlock anything – doors or trunk. I was livid! How could they tell me my car was ready without checking?
Above and Beyond the Call of Duty
I called my service advisor and got voice mail. Then I called the person in charge of the Service Department. Poor Glenn! I was so upset and he was wonderfully apologetic and said, “I will take care of this. And I will detail your car or give you a tank of gas. Whatever you want.” When I brought my car back both Glenn and my service advisor met me. They noticed that my trunk lid button panel was loose and Glenn said, “We’ll fix that too. It will have to be ordered and custom painted so it will take a little longer.”
Glenn took care of me by going Above and Beyond the Call of Duty! I called him on Monday afternoon to thank him for everything he did. His responses was, “Thank you for calling. I really needed to hear that after today.”
This week’s focus is on ABCD – Going Above the Call of Duty. Have you ever had a bad service experience and have them do more than you expected to fix the situation? Are you like me and feel a strong sense of loyalty when that happens? Did you take the time to personally thank them?
Reader Responses
“I had the exact same problem with my trunk. The main problem was the latch that the lock hooked onto was out of line. The service guys at the dealership fixed it, but when I went home and tried to open the trunk with my fob, it would not click open. It was frustrating. So, I called back and the guy told me that my fob was not reprogrammed after my appointment. So, they reprogrammed it, and then everything was fine. The service guys know me well and appreciate my business. So, they want to make sure that I am happy with their service. And Susan, it is the little things with cars that can really annoy me. To your point, the service guys have always gone above and beyond the call of duty when it comes to service. Your story about taking care of clients reminds me of when I was a salesman in the sporting goods department of Sears, Roebuck, when it was the anchor store at the Northbrook Court shopping center in Northbrook, IL. After one purchase, I carried the woman’s bags out to her car in the parking lot. Now, I did not have to do it, but it made her trip easier. Customers remember these little things, as you know, and it keeps them coming back. We need more of that in business.” – “Warrior” Joe
WOW Word-Of-the-Week #411: Philanthropy
June 20, 2012 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #411: Philanthropy
Philanthropy – voluntary activity of donating money, property, or services to the needy or for general social betterment.
Last week I asked – “Has anyone ever helped you when you needed it? Do you have a favorite charity that you are involved in? Do you give money, your time, or both?” – and of the responses I got most everyone agreed with what Mark Read said in last week’s WOW, “It just feels good to be able to help.”
Sade’s Graduation 2012
Why I have been on the board of Fostering Opportunities Dollars for Scholars since 2003, and why it is my charity of choice, is because on any single day in San Diego County approximately 7,000 kids are living in an “out-of-home” placement through the Foster program. Of the kids who are “aged out of the system” after reaching 18, between 60-70% end up homeless in San Diego and 60% of the women will have become pregnant by the age of 20. Only 5% of such former foster children will go on to college and only 2% will earn a college degree. We are trying to help these kids make a productive life. We not only raise money for college scholarships but we mentor our students too.
Three years ago I shared my experience as a mentor for Sade. My description of her after our first meeting in 2006 was, “She’s a very angry, inner city kid.” Mentoring Sade has been like peeling an onion. Every layer I got through allowed me to connect with her on a deeper level. She has turned into the most beautiful young woman! I am so proud of her and all of her accomplishments. She graduated from Cuyamaca College in 2009 and went on to SDSU with the Alex Smith Foundation Scholarship. And she graduated on May 18, 2012, with a degree in Social Work and is already talking about studying for her Masters!
This week’s focus is on philanthropy. And I will pose that same question I asked you last week. Have you ever made a difference in a person’s life because you helped them? How did that make you feel?
Reader Responses
“Congratulations to Sade and her good friend and mentor, Susan. Terrific heart-warming success story. Love it, love you.’ – Elaine
“This is a great tribute to you and Sade. Congratulations to both of you!” – Katie
“I am a big believer in the adage that people are brought into our lives for a reason. Many times we don’t understand the timing. Often it is revealed to us at a later date. As I have mentioned in previous posts, I am a soft touch for giving to charities. Whenever the doorbell rings, I will listen to the pitch of whoever it is and whatever he or she is trying to sell. I have purchased gift subscriptions of newspapers and magazines, with the knowledge that money is going to help someone. I will listen to these pitches because the person is walking door to door, in the cold and snow, trying to make a difference in someone’s life. That takes time, effort and character because people will either not answer their doors or will close a door in their faces. I remember having doors closed in my face as well as rejections. It is not easy to keep going with nothing to show for your efforts. So, I will listen. At work, when I have been approached about contributing to our company’s walks for Juvenile Diabetes, I will always contribute. One of the ladies in our office has been working with Autism, so I contributed to her walk. I have much for which to be grateful, especially my health and that of my wife and daughters. Many people in life are not so lucky. These are reminders to me that but for the grace of God, go I. I also donate to Goodwill Industries because our donations mean a job for someone. As long as I can do it to help, I will. Because we are all in this together. Great word, Susan. Take care.” – “Warrior” Joe
WOW Word-Of-the-Week #410: Karma
June 13, 2012 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #410: Karma
Karma – what goes around comes around.
Do you believe that if you do a good deed for someone that it will come back to you in the form a good deed? Have you ever made a difference in a person’s life because you helped them? How did that make you feel?
Karla Peterson’s weekly column in the UT, titled MAKING A DIFFERENCE, featured Mark M. Read. She wrote, “He could say that he does it for the karma points, which are considerable. Or because it is the right thing to do, which it is. But the real reason he helps HomeAid San Diego build and renovate homes for the homeless is because he likes it.”
Mark says, “I do it for my own benefit. I heard a quote once that stuck with me: ‘You make a living by what you get. You make a life by what you give,’ and that feels right to me. It just feels good to be able to help.”
He goes on to say, “Before I got involved with this, I really knew nothing about homelessness. I never thought about having a roof over my head or food on the table. But when I saw what HomeAid could do for people, I thought, ‘If I can put deals together that can help this community, I’m all in.'”
HomeAid builds or remodels group homes and shelters that serve emancipated foster youth, seniors, veterans, and women and children affected by domestic violence and have completed 13 projects.
In response to how much he has given to the homeless, Mark says, “More than anything this makes me appreciate this life I’ve got. There is karma to charity. If you give back to your community, it makes you a better person. I really believe that.”
And I believe that too! This week’s focus is on karma. Has anyone ever helped you when you needed it? Do you have a favorite charity that you are involved in? Do you give money, your time, or both?
Reader Responses
“Karma. A great word. During my professional life I have never done anything where I expected anything in return. When I worked at Food Industry News and Pizza & Pasta magazine, I realized that I was in a position where I could help people, especially those who were young restaurant owners. When I would consider restaurants, I usually would review those that needed some positive publicity. Big money establishments with high profile owners did not have any difficulty getting press coverage. It was the smaller start-ups – mom and pops – that needed the biggest boost. I can’t tell you how many times I would get calls or letters from establishments that were just so grateful for the coverage and the numbers of people who went to the restaurant because of the story that I had written. That made me feel like I had helped someone. I was in a position where I could do that and used it to help a business. That gave me great satisfaction. I never expected anything in return. I was just happy to help. Paul McCartney once said, “The more you give, the more you get.” But when I give unconditionally it is not expecting anything in return. But the adage that what goes around, comes around, means that a positive aura has been sent out into the universe. And those vibes can be felt for a lifetime. I believe in good karma, and it truly makes our lives incredibly worthwhile, every day. Thanks for the word, Susan. Have a great week. – “Warrior” Joe
“Enjoyed your message on Karma. Wise words! Thanks for sharing.” – Em
WOW Word-Of-the-Week #409: Conversation
June 6, 2012 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #409: Conversation
Conversation – a spoken interchange of ideas, thoughts, and feelings.
Do you prefer to pick up the phone when you need to communicate with someone? Do you prefer to text or email instead of calling? When was the last time you had a face-to-face conversation?
This week my attention was grabbed by an Associated Press article written by Martha Irvine titled, “IS TEXTING RUINING THE ACT OF TALKING? Many people seem to avoid face-to-face communication.”
“What difference should it make how we communicate, as long as we do? It seems that these days many people prefer texting over a phone call. And that is creating a communication divide of sorts – the talkers versus the texters. Some would argue that it’s no big deal.”
“But many experts say the most successful communicators will, of course, have the ability to do both and know the most appropriate times to use those skills. Traditional face-to-face conversations are vital in the workplace and personal relationships.”
Janet Sternberg, a professor of communication and media studies at Fordham University in New York says, “It is an art that’s becoming as valuable as good writing. I am noticing that more students don’t look me in the eye and have trouble with the basics of direct conversation.”
Do you have children or grandchildren that never return your phone calls? Do you think they are prepared or will be prepared to enter the “business world?” It seems the older you are the more likely you are to prefer a phone call. (And usually the person they will be working for will be older.) If conversations are vital to success in the workplace and personal relationships who is role modeling that behavior?
This week’s focus is on having conversations. Are you in a job where you are able to have conversations with your customers, guests, members, or clients? When was the last time you had a spoken interchange of ideas, thoughts, and feelings with a family member? Do you find it easy to strike up a conversation with a complete stranger?
Reader Responses
“Hi Susan, always great to get the WOW. In my personality testing service they rate applicants on Gregarious and Sociability. Those with high scores are the talkers and communicators. They make good first impressions on the customers and associates when they interact.” – Ken
“Conversation. The lively art. Toward the end of your piece you ask if I have a problem striking up a conversation with a stranger. I know there are times at sporting events where I will hear someone behind me that I have ever met talking about something in which I am interested. A lot of times I will simply chime in and give my two-cents worth. Quite often the other person will respond and we will have a nice conversation. One night I was at a basketball game by myself, when I heard two men behind me talking about some former Marquette basketball players. They enjoyed it when I chimed in with what I knew. When I introduced myself, one of the gentlemen was surprised that I was the same person who had written Al McGuire’s biography and asked me to sign his copy. You never know who you are going to meet anywhere. And we never know what doors it will open in our lives. As for phone conversations, I have noted in previous posts that we have a better idea of what the other person is thinking or feeling just by the tone of his or her voice. We can also tell by how short these people are with us that they want to end the conversation. Al McGuire pointed to the computer in his office one day and told me he had no idea how to operate. “You can’t get personality from a computer. My world is through the telephone.” There is something to be said about that. In our office I notice more and more communicating via emails, texts, tweets, etc., and less with the phone. Instead of calling me to let me know about a change of time in our meeting, my supervisor sent an email message – FROM HER PHONE! Go figure. I have always felt that conversations, either by phone or face to face, were the best way to communicate. But we all know how enamored of technology people are today, especially in the workplace. I would like to think that the young people coming up today will change, but many just can’t be bothered calling. Oh, well. The Baby Boomer generation, which is the largest demographic in the country, still prefers the phone. Maybe our generation will lead us back to basic conversation, which really brings out ideas and innovations, as well as feelings.” – “Warrior” Joe