Fluent in Friendliness? Apply Within. Hats off to Lowe’s who posted that sign outside of their newest location under construction. I spent 30 years in the retail business both as a general manager and business owner – so that sign naturally caught my attention. The one-on-one service that you provide to your customer is the only competitive advantage that you have. It’s not your product or service. It’s not your selection or price. The only competitive advantage that you have to set yourself apart from your competition is the level of customer service you provide.
Every time you come in contact with a perspective client it’s a moment of truth. Every time you come in contact with a perspective client they get to decide if they want to continue to do business with you or not. And most often that decision is based upon the way they feel they have been treated. When was the last time you had “Wow” customer service? When was the last time you got “So-So” customer service? I’ll bet the “So-So” out numbered the “Wow” ten to one. (Ten so-so to one wow)
You don’t need to like everyone you come in contact with – But if you want to get repeat business you need to learn how to get along with them. The same holds true with the people you work with. You don’t have to like them or socialize with them – But you do need to learn how to interact and collaborate with them. If you’re the one who gets to pick who is on your team you need to make sure you’ve surrounded yourself with people who like being around people. Managers and business owners need to make sure they hire people who like helping people. You can’t afford to have someone on your team who is turned off and have tuned out. You need to be just like Lowe’s and hire people who are “Fluent in Friendliness” and get rid of the ones who aren’t. 🙂