What I learned about customer service from an American Golf employee!

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Customer service is something we all come across in our daily lives. It can be used as a key differentiator for you and your company. 9 out of 10 US consumers said they would pay more for a superior service. I want to share with you a customer service experience I had a few weeks ago and how this made me feel valued.

Background

I wanted to buy my partner (Daniel) Golf clubs for Christmas. I initially searched on line for the best deal but didn’t have a clue what I needed, so decided to visit American Golf.  The guy serving me knew I didn’t know much about clubs, so he advised what I should buy and gave me a 30 minute personal fitting voucher so I could return with Daniel.

A few weeks ago we took the clubs back to American Golf for our 30 minute personal fitting to find out how they needed to be altered. All of which was free of charge. We turned up and a man came up to us straight away asking, ‘how can I help you’. I explained about the voucher and he took us to the area where men/women hit golf balls into a net (I apologize to golf fans in advance, I am not a golfer).

My Customer Service Experience

Working in training and development I am always looking out for great customer service and learning why these people behave the way they do. So I am going to tell you what I learned from this young gentleman, Mark, a few weeks ago.

  • It doesn’t matter who made the sale, the client is your customer and you must help them – When Mark asked me who sold me the clubs, he said ‘he isn’t in today, but I can help you’. So often in sales roles we are concerned with ‘MY’ client rather than ‘OUR’. We look out for self interest rather than the company’s interest. It is vital that an organization creates a team culture, rather than an ‘I’ culture.
  • You need to know what you are talking about – When Dan was swinging the golf clubs into the net, Mark was making notes. He could tell instantly what Dan needed, however he still followed the process of checking each detail to make sure that they altered the golf clubs just right. (If you are interested in the fitting process please see the below YouTube clip) 78% of customer satisfaction comes from a competent service rep.
  • The manager needs to train you up and let you go   I asked Mark how he had learned what he had. He mentioned that when he first started, his manager told him all he needed to know (direction). The manager then asked him to fit him with the right golf clubs following the process and equipment they had. He also mentioned that the manager encourages them to play golf and to always be on the lookout for opportunities of watching friends using their clubs.

When I was in American Golf the manager didn’t get involved once. He let his employee who obviously knew what he was talking about get on with it. This showed to me as the customer, that the manager trusted Mark to do a good job, and he did.

Why am I telling this story?

Customer service isn’t rocket science, yet it can create huge financial benefits to your company. 7 out of 10 people say they would spend more with companies who offered excellent customer service.

American Golf created a culture where employees feel empowered and trusted to do a good job. It also showed me there is a strong link between leadership and customer service. Without the right environment, Mark wouldn’t have been able to offer the great customer service that he did. The outcome of this great customer service is that I will always shop at American Golf and I will strongly recommend them.

All statistics are taken from helpscout . The American Golf store is in Guildford, UK.

Why You Should Be a Power Poser

Power-Pose

Social psychologists study the ways in which we influence others through our body language, but did you know that body language also influences our own behavior? It is part of our human nature to draw conclusions based on information we collect from social cues and context. I’m very keen on how people present themselves so I notice how they move, walk, speak, make eye contact, and hold their physical frame. You can infer a lot about someone by their posture, facial expressions, and other non-verbal communication. How you show up in your body provides clues about your mental and emotional state, and it subtly suggests elements of your character. People often comment on my “perfect” posture and it’s a running joke among my close friends. I have always believed that the way you carry yourself on the outside reflects what is happening within you, but which of these variables predicts the other?

Amy Cuddy, Harvard Business School Professor, studies the connections between nonverbal behaviors, emotions, and social judgments, and how these relationships impact business and society. In her 2012 TED talk, she explains how the use of “power poses” can literally change the way a person feels, reacts, and ultimately performs. If you want to feel something, embody it! If you want your brain to react like everything is in order, stand tall and walk with composure. The biofeedback loops which connect brain to body transmit signals back and forth about the state of the union, so if the body is being held in a submissive way, then that is how the brain will respond. If you want to display confidence, even when you’re not convinced of it, hold a confident stance and your body will tell your brain to feel that way.

With over 23 million views, this wildly popular video has likely caught your eye and it is definitely worth 20 minutes of your time. Yes, I’m a bit of a posture freak, and I hope that after watching this video, you’ll become one too. Why?…Because it can make you powerful. I do not always feel confident and collected but I move with purpose and carry myself with poise because I have learned that I can cultivate what I need and so can you. Sometimes you just have to “fake it ‘til you make it.” Amy Cuddy talks about the paralyzing trap of the imposter syndrome, but her research shows that true power comes from realizing you can create an alternate reality simply by taking a stance. Give it a try! Strike a pose for power.

About the Author: Sarah is a Professional Services Intern at The Ken Blanchard Companies. She is pursuing a Ph.D. in Consulting Psychology, and her research is based on mindfulness. Contact: sarah.maxwell@kenblanchard.com.

Exercise: It May Help Your Memory

We’ve barely started the new year and already resolutions are being thrown to the wayside. From eating healthier to saving more money, there’s one resolution is quite popular: exercising more.

I’m currently struggling against the hump that we all face after heading to the gym a few times. My motivation is at an all-time low. If you’re like me, you may be more willing to exercise after hearing that exercise can potentially improve your memory:

Credit: BrainCraft

What have you forgotten lately, both at home and at work? Perhaps an anniversary or something more physical like your keys? Or at something you had to do that wasn’t on your calendar?

Well, exercise may be the answer. So motivate yourself to push through the hump, because once you get into the groove, you’ll be improving not just your body but your mind as well.

exercise_motivation

Image Credit: 1

Millennials are Here to Stay

In 2015, Millennials will be the largest generation in the workforce according to a new report from the Bureau of Labor Statistics. Millennials already make up 28% of management and 2/3 see themselves in management within the next 10 years. Millennials are turning the page to a new chapter for the workforce and will take over as the majority leaders and will have the ability to make large decisions and have great impact.

So what do we know about Millennials? Let’s break this down into what non-Millennial hiring managers believe about Millennials vs. what Millennials actually believe about themselves.1471951_586401470518_4259087240555250497_n

In a recent survey…

Technology

What non-Millennial managers believe:

  • 82% believe that Millennials are more technically adept than prior generations

What Millennials believe:

  • 74% believe they can learn new things more quickly

Loyalty

What non-Millennial managers believe:

  • The majority (53%) report difficulty finding and retaining Millennial talent

What Millennials believe:

  • 79% say that would consider quitting their job and work for themselves in the future
  • A majority (52%) say corporate loyalty is outdated and a majority (58%) expect to stay in their job fewer than 3 years

The majority (80%) of hiring managers surveyed believe that Millennials are narcissistic, 65% believe Millennials are money-driven, and only 27% believe Millennials are team players. However, those same managers also feel that Millennials are more open to change (72%), creative (66%), and adaptable (60%).

The question isn’t whether there is a discrepancy on perspectives, but more so how we handle these differences and positively influence or channel the Millennials’ energy.

Gus is a Learning and Performance Professional at the Ken Blanchard Companies and is currently finishing his PhD in I/O Psychology. He can be reached at gus.jaramillo@kenblanchard.com

Wandering The Navajo Pollen Path

Annual events such as birthdays, holidays, or the New Year inspire us to re-orient ourselves as we ask some important questions: Where am I and how did I get here? What goals did I set what have I achieved or missed? Where am I headed and how will I get there? What have I learned and who has helped me? What I am grateful for and what would I like to change? Where did I struggle and where did I rise?

Three years ago, when I was emerging from great struggle and conflict into self-realization and growth, a dear friend introduced me to the Navajo Pollen Path, pictured below.

Navajo-Pollen-PathAccompanied by a ceremonial chant:

Oh beauty before me,
beauty behind me,
beauty to the right of me,
beauty to the left of me,
beauty above me,
beauty below me,
I am on the Pollen Path.
In the house of life I wander,
On the pollen path.

The Pollen Path symbolizes an individual’s journey through life and it is rich in myth and meaning. Originally created as a sand painting, it was used in ritualistic healing ceremonies during which community members gathered to support an individual on their spiritual exploit. Following their own footprints at the bottom of the image, the initiate passes by two guardians who usher the individual into the spiritual world. As the initiate continues up the cornstalk, which symbolizes sustenance, there are several points along way where pollen is sprinkled to germinate his growth. Within this sacred space, the individual experiences positive and negative forces and he encounters spiritual messengers, depicted as male versus female and representing the different energies of the sun and moon. These helpers arrive at a critical time when the individual’s path is dramatically struck by a bolt of lightning, electrifying his opportunity to either seek and accept help or be stalled on his journey. If he is brave enough to continue forward in the after-shock, the individual meets a dove at the top of the cornstalk, which symbolizes peace at the end of his path. He has reached spiritual enlightenment and is now free to follow his footsteps back to the beginning where he will be ushered once again into a new pollen path.

It is circuitous to remind us that our journey has many starting points, stalling points, opportunities for growth, and people in our surroundings who are there to help us in ways we often are not aware of until we emerge from the path stronger and ready to start again. The Pollen Path can be used as a reminder that struggle is a natural part of life and a necessary condition for progress. It can serve as a reminder to never take for granted the beautiful hearts and souls who have helped you along your journey, and it can provide a sense of purpose knowing that you might be instrumental to someone else’s growth.

Like many of you, I have reflected on my trials and triumphs from the past year and I welcome a fresh start at the dawn of the New Year. May you find what you seek in 2015! In the house of life you wander, on the Pollen Path. It’s a continuous journey—Make it a beautiful year!

Photo Credit: Pollen Path

About the Author: Sarah is a Professional Services Intern at The Ken Blanchard Companies. She is pursuing a Ph.D. in Consulting Psychology, and her research is based on mindfulness. Contact: sarah.maxwell@kenblanchard.com. Continue reading

Streaming: The Future of Virtual Learning?

There is a revolution happening in the world of video games. It is called Twitch. It’s a website where gamers can directly stream footage of their game daily and provide voice commentary. Most also share their webcams in the corner of the screen and respond to chat either directly in the chat window or via voice. They generate revenue through subscribers who pay monthly ($5 on average) for special benefits (like being entered into giveaways) and donations. And it’s gaining so much popularity that Amazon purchased it for almost a billion dollars and was considered the fourth largest source of internet traffic in the US in early 2014.

Pewdiepie Playing Goat Simulator

So why is this important? Well, within the realm of learning, MOOCs have gained much popularity for providing content on the go at little to no cost. But the content is not flexible and other than forums, there’s no fast way to interact with the content provider, especially if you need clarification or have a quick question. It lacks the feel of communicating directly with a live human being. And virtual training/learning is great, but could be expensive and the scheduling might be inconvenient or infrequent.

video-blogging-300x224

In a sense, MOOCs are like YouTube, where people upload content and others view it. So what is out there for learning that is like Twitch? Currently, virtual training/learning and live video blogging comes the closest. But imagine if there were entertaining individuals streaming, for instance, a fun learning videogame or sharing some interesting but educational videos for just a half hour every night and providing witty commentary. And also answering questions out loud on the video as you ask them in the chat window. And providing free giveaways for both subscribers and regular viewers.

How-To-Video-Your-Way-To-Success

There are technology platforms already in place to enable this type of streaming to occur. And there are many people who would benefit from this type of content. And for the streamers, there is revenue to be generated through subscribers. I believe that this will be the next big learning platform to take off once more people start taking advantage of this technology, particularly when more of the YouTube generation starts to enter the workforce.

What are your thoughts? Would this be something that would interest you?

Image Credit: 1 | 2 | 3

How to Lead a Millennial

I am a millennial. I almost feel obligated to apologize for that because, for some, it has almost become a dirty word. Disjointed, entitled, unsocial… the list goes on. These are just some of the adjectives that people might describe this large portion of the Hipster Girlwork force and the current and future leaders of America.

For now, let’s say we get past our differences and agree on one thing: What we (millennials) need out of our leaders is different than what you needed. We need:

  • We don’t do politics very well. We haven’t quite navigated the whole office politics thing at all. You may see that as naive, but chances are, we may never actually master office politics. Truth be told, we are just not that into it. Our office politics are more like “The Office” and less like a scene from “House of Cards.”
  • Yes, we were the age that grew up with MySpace and “the” Facebook. We crave information and can read through it very quickly. We have the ability to look at a large amount of information and sift through the minutia to get what we need out of it. We actually embrace vulnerability as long as we are kept in the know about things. We hate to be blindsided or caught off guard.
  • Once we’ve earned it, stay out of our way! (In a good way). We are not a big fan of being micro-managed and want opportunities to be creative and innovative. We’ve grown up with technological innovation happening constantly around us and so that has nurtured our own creativity. And we want to show that off in our work.

Unemployed MillennialTo all non-millenials, remember, we are the generation that saw our parents lose their jobs, pensions, and futures during the economic downturn. We watched the news as the unemployment line was packed with people looking to stay afloat. We heard many say, “I lost my job and that was the only thing I knew how to do.” So we are diversifying our biggest portfolio by investing in ourselves. We are getting as many skills as possible, and although we may be accused of “coming for your jobs”, we are really just in survival mode. And we probably always will be.

Gus is a Learning and Performance Professional at the Ken Blanchard Companies and is currently finishing his PhD in I/O Psychology. He can be reached at gus.jaramillo@kenblanchard.com

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