Make A Legend!

When talking about Customer Service, there are times when you can/should take a situation and Make a Legend out of it!

For example, a customer checks in to your hotel to celebrate his wife's 40th birthday. But he tells the front desk manager his baggage is lost where there is a gift for his wife inside. The couple has reservations at your hotel 5 star restaurant in 3 hours and the luggage will not show up until the next day.

Make a Legend!

The front desk manager calls the general manager and lays out the situation and then suggests a plan where he will send one of his staff out to get a nice card and a dozen roses to put on the best table in the house. What do you think this couple will say about your hotel?

You just Made a Legend!

But this type of thought process and behavior takes training; education; and a complete mindset. The end goal is behavior/values of 100% customer satisfaction and WIT (whatever it takes). Also note that Making a Legend does not always cost money.

Questions:

1. Does the culture in your company promote making a Legend?

2. How many Legends has your company made this year?

Sorry for the delay...R.O.I and Calendar Test

High Payoff vs Low Payoff Activities:

Do me a favor. Get out your calendar and look at it. Then on a notebook draw a line down the middle so you have 2 sections. On the left side write high payoff and on the right side write low payoff.

Now go back a couple months into your Outlook/Daytimer and write down those activities you did..... were they high payoff or low payoff? Audit yourself and your time.

Note: If your calendar was blank, that is a sign!

What did it tell you?

Stop wasting time on low payoff activities. If your time is not spent around getting a client or keeping a client, usually it is a low payoff activity. (some exceptions include: strategy sessions, employee development, banking relationships, accounting analysis, etc)

That single sheet of paper with 1 simple line down the middle can make you a ton of money!