It's not what you do that counts in the service industry it is how you are perceived to do it. Customer satisfaction is not always results based. When things go wrong real opportunities to impress clients and build loyalty happen. Charley is a crowd pleaser and will ensure the order books are full. He is the man clients will want. Unfortunately honesty and integrity are not always the currencies that drive business.
I hope the young entrepreneur has more criteria than the ones described above for making up his mind. One thing is sure: don't let your customer decide which one to fire, especailly based on some fuzzy complaint criteria.
1. Am I happy about both of them? Why/why not?
2. Can I grow my business in a short period of time - for which I need both ot them?
3. What is my plan?
But, if you want me to make a choice based on the story, I would let go Charlie and keep Jim. And pay the latter a personal development training in order to make him aware of the impact of his communications.
Thanks for another wonderful article. Where else may anybody get
that kind of info in such a perfect method of writing?
I've a presentation next week, and I'm at the search for such information.
I'll right away seize your rss as I can't find your e-mail subscription link or newsletter service. Do you have any? Please permit me recognise so that I could subscribe. Thanks.
There are two main factors that will most likely generate new motivation to get me "up & running" again:
One is the chance to get things off my to-do list, which almost always makes me feel relieved or literally "lighter".
The other one is the hope of receiving appreciation or even admiration by others, for instance those who I do a favor, or who like me for taking care of something, or just my beloved ones.
sometimes it happens that you find yourself caught moving in circles and complaining to everybody about how bad life is treating you lately...
At the end of the day it is only that you are running low on energy and selfmotivitation.
In these moments a healthy virtual kick in the a.. from a good friend and coach has helped me to come to senses again, focus on the truly improtant things and reenergize myself. ;-)
Thank god for the courageous people in your life who provide you with a straight and honest feedback to calibrate yourself!
My children, close friends and music for me....I always find it interesting that at the very right moment, a favorite song plays on the radio. Sends a clear signal!
Hi Harley, yes these dumps can be very depressive. My approach is similar to yours. I talk to my wife or somebody else who is "outside" of this topic and try to explain my issue. Often the answer is: Jan, so what is the problem? Why don't you look from a different perspective? Take some time off, do some sports or hobbies and come back!
And of course some supporting words always help :-)
At this time, it's the words from a nice person I met recently in London having a beer after a Ruby User group: "do what you _really_ want to do, don't do what brings you most money or what other say you should do".
Nice post. I was checking continuously this weblog and I'm inspired! Very helpful information specially the closing phase :) I handle such information a lot. I used to be seeking this particular info for a very lengthy time. Thanks and good luck.
May I simply just say what a comfort to find somebody that truly knows what
they are talking about over the internet. You certainly realize
how to bring an issue to light and make it important.
More and more people should read this and understand this side of the story.
I was surprised that you aren't more popular since you surely possess the gift.
Hi Harley,
A small example from China: a friend lost his debit card (with a Chinese bank) in Shanghai a while ago and tried to get a new one in a branch in Shanghai. The local branch was not able to help him and asked him to go back to Beijing to get a new one, since this was where he opened his bank account in the first place. Great service!
Oh my goodness! Awesome article dude! Thank you, However I am encountering
troubles with your RSS. I don't know why I can't join it. Is there anybody getting similar RSS issues? Anyone who knows the solution will you kindly respond? Thanks!!
I completely agree, Harley. And, I would like to see your next post pivot off of this one, linking to one of your statements: "... quite frankly we need to encourage more women into senior and managerial positions." I attended a luncheon at the beginning of March where Justice Commissioner Viviane Reding spoke of her efforts to get companies to increase diversity on Boards (by their own efforts). After one year, the progress was miniscule, so, now she's doing a public consultation and will consider legislation to mandate quotas. Very slippery slope, I think. Jury's still out for me if it's a good thing or not. But, in her words: "I don't like quotas...but, I like what they do." Food for thought...for secretaries...and their bosses!
Sysadminday (last friday of august) never catched on and they deserve some appreciation for their work just like anybody else.
The whole concept of ...day is just a case of socially accepted discrimination.
I truly believe we should never forget our potential to develop and grow ends only with our last breath.
So, how about trying 'The Rocking Chair' test? imagine youself much older than present, looking back on your life, your personal decisions and their consequences, your achievements. How do you feel? Satisfied?
If not, change something- even something small-, just don't become complacent.
"Now tell me honestly, for which of the two IT departments would you prefer to work?"
Second one.
No brainer.
I come in, do the job, and go home at the end of the day. I'm well managed, I work with people who are competent and professional, get paid a fair amount for the work I do, and maintain a healthy life-work balance.
"by and large most people left for home feeling that their presence was appreciated"
should be:
"by and large most people kept their traps shut for fear of rocking the boat and sticking their necks out for target practice as the next scapegoat"
Harley Lovegrove
Recent comments
It's not what you do that counts in the service industry it is how you are perceived to do it. Customer satisfaction is not always results based. When things go wrong real opportunities to impress clients and build loyalty happen. Charley is a crowd pleaser and will ensure the order books are full. He is the man clients will want. Unfortunately honesty and integrity are not always the currencies that drive business.
Nice one as always.
I hope the young entrepreneur has more criteria than the ones described above for making up his mind. One thing is sure: don't let your customer decide which one to fire, especailly based on some fuzzy complaint criteria.
1. Am I happy about both of them? Why/why not?
2. Can I grow my business in a short period of time - for which I need both ot them?
3. What is my plan?
But, if you want me to make a choice based on the story, I would let go Charlie and keep Jim. And pay the latter a personal development training in order to make him aware of the impact of his communications.
Excellent blog post. I absolutely love this site. Keep writing!
Thanks for another wonderful article. Where else may anybody get
that kind of info in such a perfect method of writing?
I've a presentation next week, and I'm at the search for such information.
I guess you'd out run me big brother. Wise words indeed and it's always a pleasure to be inspired by your weekly blog.
You can subscribe on the blog page. top right hand corner or on the Newsletter page: here http://www.harleylovegrove.com/sign-harleys-weekly-e-newsletter
I'll right away seize your rss as I can't find your e-mail subscription link or newsletter service. Do you have any? Please permit me recognise so that I could subscribe. Thanks.
Maybe. In the current political enviironment a German and a French would be more appropriate looking at what we may expect.
There are two main factors that will most likely generate new motivation to get me "up & running" again:
One is the chance to get things off my to-do list, which almost always makes me feel relieved or literally "lighter".
The other one is the hope of receiving appreciation or even admiration by others, for instance those who I do a favor, or who like me for taking care of something, or just my beloved ones.
Hi Harley,
sometimes it happens that you find yourself caught moving in circles and complaining to everybody about how bad life is treating you lately...
At the end of the day it is only that you are running low on energy and selfmotivitation.
In these moments a healthy virtual kick in the a.. from a good friend and coach has helped me to come to senses again, focus on the truly improtant things and reenergize myself. ;-)
Thank god for the courageous people in your life who provide you with a straight and honest feedback to calibrate yourself!
Thanks Peter, Jan and Laurie,
your reflective comments are the kind that keep me motivated to write my weekly blog... May your motivators always be around when you need them,
Harley
My children, close friends and music for me....I always find it interesting that at the very right moment, a favorite song plays on the radio. Sends a clear signal!
Hi Harley, yes these dumps can be very depressive. My approach is similar to yours. I talk to my wife or somebody else who is "outside" of this topic and try to explain my issue. Often the answer is: Jan, so what is the problem? Why don't you look from a different perspective? Take some time off, do some sports or hobbies and come back!
And of course some supporting words always help :-)
At this time, it's the words from a nice person I met recently in London having a beer after a Ruby User group: "do what you _really_ want to do, don't do what brings you most money or what other say you should do".
Nice post. I was checking continuously this weblog and I'm inspired! Very helpful information specially the closing phase :) I handle such information a lot. I used to be seeking this particular info for a very lengthy time. Thanks and good luck.
May I simply just say what a comfort to find somebody that truly knows what
they are talking about over the internet. You certainly realize
how to bring an issue to light and make it important.
More and more people should read this and understand this side of the story.
I was surprised that you aren't more popular since you surely possess the gift.
Hi Harley,
A small example from China: a friend lost his debit card (with a Chinese bank) in Shanghai a while ago and tried to get a new one in a branch in Shanghai. The local branch was not able to help him and asked him to go back to Beijing to get a new one, since this was where he opened his bank account in the first place. Great service!
Oh my goodness! Awesome article dude! Thank you, However I am encountering
troubles with your RSS. I don't know why I can't join it. Is there anybody getting similar RSS issues? Anyone who knows the solution will you kindly respond? Thanks!!
Very nice Harley - so often times many are blind or simply do not wish to see or hear what is right in front of them.
"He never assumed she had reached her limit" will be my take away for today. Thanks Harley.
I completely agree, Harley. And, I would like to see your next post pivot off of this one, linking to one of your statements: "... quite frankly we need to encourage more women into senior and managerial positions." I attended a luncheon at the beginning of March where Justice Commissioner Viviane Reding spoke of her efforts to get companies to increase diversity on Boards (by their own efforts). After one year, the progress was miniscule, so, now she's doing a public consultation and will consider legislation to mandate quotas. Very slippery slope, I think. Jury's still out for me if it's a good thing or not. But, in her words: "I don't like quotas...but, I like what they do." Food for thought...for secretaries...and their bosses!
Sysadminday (last friday of august) never catched on and they deserve some appreciation for their work just like anybody else.
The whole concept of ...day is just a case of socially accepted discrimination.
http://en.wikipedia.org/wiki/Administrative_Professionals%27_Day
Another silly American idea! Must we pick up everything that comes from across the pond?
However, it seems to be supported by the secretaries ("administrative assistants") more than by the bosses.
I truly believe we should never forget our potential to develop and grow ends only with our last breath.
So, how about trying 'The Rocking Chair' test? imagine youself much older than present, looking back on your life, your personal decisions and their consequences, your achievements. How do you feel? Satisfied?
If not, change something- even something small-, just don't become complacent.
"Now tell me honestly, for which of the two IT departments would you prefer to work?"
Second one.
No brainer.
I come in, do the job, and go home at the end of the day. I'm well managed, I work with people who are competent and professional, get paid a fair amount for the work I do, and maintain a healthy life-work balance.
"by and large most people left for home feeling that their presence was appreciated"
should be:
"by and large most people kept their traps shut for fear of rocking the boat and sticking their necks out for target practice as the next scapegoat"
It depends on which angle you see it from.
About Harley
Recent Blog Posts
Contact
Newsletter