Tag Archives | client service

The Key To Falling In Love With Your Job Again

I have discovered the secret to making sure your job is filled with great moments, experiences and buzz. It’s the key to preventing staleness, stagnation and depletion. Seriously- they should make a movie about it. Here it is.

I got the clue watching the movie “The Grand Budapest Hotel.” The aged hotel owner, who occasionally returns to the hotel where he started out as a Bell Boy, always stays in the smallest room, with no bathroom. Later, in the flashbacks, we see it’s the room he lived in as a young lad, when he was learning the trade, and having a blast. And that reminded me of another great movie, “Citizen Kane”, where the defeated, miserable, sad media tycoon, on his deathbed, murmurs “Rosebud…Rosebud….” The camera takes us to the attic of his house where we discover the name of his childhood snow sleigh was just that.

You see, both depleted men returned to the source of their greatest happiness- and wanted to spend time in that memory again. And here’s the insight I got from that- powerful and real. And I am putting it into action right now.

How To Keep Clients Coming Back For More- And More

My favorite hotel stuffed up a critical ‘moment of truth’ last week. So basic. So damaging. And a powerful lesson for us all. If you have clients, then read this post. Follow this one tip, and you’ll keep clients longer- much longer. Here’s how.
 
I’ve stayed at the hotel once a month for 14 years. Loyalty personified. Last Tuesday, having booked my normal style of room on an important visit accompanied by family, I was given the worst room in the hotel- wrong bed configuration, and a heavy smoker clearly having recently frequented it. Wrong. All wrong. I asked to change rooms. Hotel fully booked. I asked again. Minimal response. “But it was not what I booked,” I pleaded.  Bad luck- it’s all we have. I rushed off to a meeting. Tried to resolve by phone. The outcome- it does not matter. Here’s the point.
 
This hotel failed in the most basic imperative of outstanding client service. Here it is:

The Very Best Job Perk of All- Do You Have It?

I was reading a book written by Facebook for its staff when I saw something that genuinely excited and inspired me. It endorses everything I believe about leading high performance teams. It’s a habit Facebook embraces: it underpins excellence. It’s an approach that will make your team a winner. Here it is.

Facebook and the great Manchester United coach Sir Alex Ferguson have one thing very much in common.

Sir Alex would focus less on training technical skills, and more about inspiring players to strive to do better, and to never give up. He recruited what he calls ‘bad losers’, and demanded that they work extremely hard. Over the years, this attitude became contagious- players didn’t accept teammates not giving it their all. The biggest stars were no exception. Facebook’s mantra is similar, and hugely inspiring. Here it is:

Look In The Mirror- Can You See This Fatal Flaw?

We were celebrating our client’s triumph in the most hostile takeover in Australian corporate history when its Chief Executive sobered the mood with a warning that has stayed with me ever since. It is a massive ‘watch out’ for businesses and ourselves. Do you suffer from this fatal flaw?

When client Campbell Soup Company launched a takeover bid for Australian biscuit maker Arnotts in 1991, the newspaper headline screamed : ”US Cookie Monster Wants To Gobble Our Arnotts.” So began a hugely emotive and aggressively fought takeover war, which ended with Campbell’s gaining control at the last gasp against all expectations.

The celebration cocktail party was in full swing a few weeks later, all the advisors and client executives in fine form, when Campbell CEO David Johnson (coincidentally- an Australian), gave us this chilling warning during his speech. “Enjoy the moment, “he said, “but be very careful. Because, remember this…..”

The Ice Pick, The Taxi and Getting Wet- A Lesson In Outstanding Client Service

We have just trained 1,000 of our people across Australia on how to deliver outstanding client service. Suddenly, I was reminded why this is insanely valuable – and by getting it wrong, we (and you) won’t survive in business. Read on or risk oblivion. Here’s why.

CEO Mike, Director Dave and I are obsessed with the critical importance of delivering outstanding service to our clients. So we designed a brilliant five hour training session- filled with stories of getting it wrong, and getting it right. It’s time consuming to roll out, as we lead the sessions 100% ourselves. We do occasionally question: “Is this a ‘nice to do’, or is it a critical imperative, and right for us to be devoting so much time to?”

Yesterday I got reassurance. It’s mission critical. Here’s why. And it relates perfectly to what Harold Burson told me 30 years ago, and there’s a great story to prove the point:

The Four Golden Rules To Getting Me To Hire You- Would You Get the Gig?

I get about 30 unsolicited job applications a week. I try to meet at least three ‘would-be’ recruits every 10 days. And when I do, I am searching for the four critical ingredients that make for a great hire. Without these ‘Golden Four’, you won’t make it with me. Here they are. Do you have them?

If you want a job in the marketing content and communications industry – in advertising, digital, PR and their sister disciplines – then follow these four Golden Rules when it comes to the all-critical job interview.

Seriously – I get asked about what qualifications are needed, what attributes a CV must show, what clever research a candidate must do prior to the interview conversation. For me, they count, but not a huge amount. What I am looking for, before anything else, are these four powerful and critical traits: