With the New Year looming, it’s time to think of what we’ll do differently and better in 2008 compared with 2007. Here’s one thing you can do: adopt ‘The New Golden Rule’.Every great religion has The Golden Rule at its heart – ‘Do as you would be done by’, or ‘Do unto others as you would have them do unto you’. It’s never been questioned. But question it in 2008. I learnt The New Golden Rule from Ken Pasternak, President, Inter Associates Ltd, who told me this:
“We’re always told to treat customers as we would want to be treated. That’s not right. Treat customers as THEY want to be treated. Find out. Don’t assume. The golden rule isn’t ‘Do as you would be done by.’ It’s ‘Do unto others as they would like to be done unto’. ”
And you find that out by asking them. AND by putting yourself in their position and using your intuition to work out what they might want next, because they won’t tell you honestly if you ask them (because they don’t know). But, that’s the subject of another blog post.
Phil Dourado
http://www.PhilDourado.com
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There are two people responsible for bad service. The business leader. And the customer.
If bad customer service is received, it can only be the fault of one of these people.
The business leader is responsible for creating a vision, employing the right people, systems, training, coaching, goal setting, resources, motivation and rewards.
The customer must take responsibility for their share of building rapport, engaging with the people on the front line and providing appropriate feedback.
Unless the employee is determined to lose their job, they cannot fail to give good service if the business leader and the customer have played their part.
What do you think?
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Time is a constant. Time doesn’t start and stop. It’s continuous. Yet great events have beginnings and endings. We all love going to great events to listen to great ideas from great people, network with like minded people and recharge our intellectual batteries. You look forward to the start and you regret when it ended. You may wish you could be at a conference everyday.
So why don’t you? Leaders do. They think all the time. Learn all the time. You can. Blogs are socialism for leadership ideas. They are great for accessing great ideas continually. Not just at events. You can access the thoughts and suggestions of great people every day. A problem shared, an answer posted. Intellectual batteries charged daily! So that’s what this blog’s for. To stretch time. To bring great ideas every day up to the ECMW event. And after it too ! Enjoy As the the famous Mr Shakespeare would have put it:
To blog or not to blog, that is the question
Whether tis nobler in the mind to struggle alone
Or to share ideas and suffer the slings and arrows
Of outrageous unfortunates who take arms against your sea of troubles
And by opposing them together, end them?
So get posting your comments, questions and problems and start chatting with all the wonderful gurus you can tap into.
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