Totally Addicted!
Coffee is my last remaining vice, and I can (and do) drink it day and night. When my long time coffee maker died a while back I hustled right over to the mall to get a new one. I was actually excited about seeing the latest innovations in coffee makers.

Fancy
When I arrived at the houseware section in Macy’s I saw coffee makers as far as the eye could see. I didn’t see any salespeople however, which (sadly) has become pretty much the norm there. I reached for my iPhone to take a photo of this vast unattened area, imagining a sarcastic blog post, and no coffee maker. To my suprise I heard my name and saw Char, who has worked for at least two of my clients in the past. I asked her if she works here, and was thrilled when she said that she does. Not only did I have a salesperson all to myself, but a good one too. Char showed me the options, gave me the information needed and in less than 10 minutes I was out the door with my new $100 coffee maker. I then remembered that Cuisinart is one of the brands that Steve Jobs admired. That and some great service was all I needed to make my decision. This was about four years ago, and when remodeling the kitchen this month, this is the one appliance that was not up for replacement.

I’m Mad as Hell and…

I am often reminded of my father’s two rules of business:

1. “The customer is always right.”
2. “When that is not the case, refer to rule number 1.”

I was reminded of these rules recently when reading an article in Advertising Age. The publication reported findings from a recent report by the research firm Yankelovich titled “Consumers in Control.”

Some of the interesting stats were:

82% of those interviewed said it was important to speak with a live person, with more than one in four (27%) indicating they’d even be willing to pay extra to have one.

75% believe businesses care more about selling existing products than coming up with what they want, up from 58% in 2004.

62% feel that service people don’t care much about their needs, up from 52% since 2004.

71% said they would walk out of a store even if it offered exactly what they were seeking if treated badly.

People are not only taking their business elsewhere, but also lashing out online. Blogs and YouTube have enabled more consumers to voice their distaste.

The article ended with this sobering comment; “If you get stained by bad customer service, it’s really hard to turn that around.” 

Keep that stain off of your business!

It Worked
I visited our new Loewe’s Store for the first time today to shop for new microwave and toaster ovens for our newly re-designed kitchen. I had already been to Home Depot and Best Buy and was unable to find the ones I wanted. This shopping excursion was my first opportunity to test out the new T-Shirt that came to me in a dream recently. I had the shirt made, while unsure what I was going to do with it. In fact, I had 10 of them made. They feature the words, “I’m Just Looking” on the front and “I’ll be back” on the back; the two most dreaded things we as salespeople hear. I thought this would he a potentially cool way for a salesperson to engage with me.

“I’m just looking.”
The front of the shirt appeared to work too well, as I was not approached by anyone, in any of the three stores I visited. This in spite of trying real hard to look like I needed some help.

“I’ll be back.”
The back of the shirt seemed to be just effective as I was able to depart all three stores without saying a word or having anything said to me either. The down side to this otherwise fun experiment is that I didn’t get my microwave or toaster oven, since I won’t give my money to people that don’t approach me when I am looking for information. I took several photos of the potential appliances I might buy, and will come back (maybe) without this shirt to get them when the kitchen is finished.

Down to Earth
Before going home I went to grab dinner at Down to Earth, and a guy (a fellow customer) walked right up to me and said, “You must be a salesman. Your shirt is great. Salespeople hate hearing those two phrases.” I told him where I got the shirt and that he could buy one. He said that he would “Think about it.” I may have made my first t-shirt sale. If so, I have eight left; let me know if you want one.

“Fill it Up”
I seem to be a part of a dying breed of people that prefer and even expect “full service” when buying gasoline. I am so stubborn about this that I absolutely will not pump my own gas! It is becoming a tougher and tougher task to just find a place willing to serve you. I have a perfect record by the way; I have yet to pump it once.

Cosmo-Yajima
If you live in Honolulu, please check out the Cosmo-Yajima SERVICE station at the corner of King and Keaumoku. You will experience true service the way it should be. Besides gas, ask for a hand wash and watch them work out. I actually look forward to needing gas, just to go there. We see too many overweight, overpaid “service station” attendants sitting on their backsides watching people in business suits pump their own gasoline, and then fork over an unreasonable amount of money for it. I have even seen some places that charge you for water and air, and you need to put it in yourself.

The Works
When I pull into a “service station” and say, “Fill it up”, I want a tank of gas as well as my tires, water and oil checked along with all of my windows cleaned. I find the places willing to provide this service, like Yajima are always busy. HELLO!
To read Yelp reviews on them, CLICK HERE and see that I am not alone.

“An Overnight Success After 30 Years of Hard Work.”
In The Tipping Point author Malcolm Gladwell points out that some businesses toil away for many years and then suddenly, one seemingly small event causes what looks like an overnight success. That small event without the foundation of positive events over the years would have meant nothing.

Things Can Tip the Other Way Too
Shortly after starting Success Dynamics in 1991 I launched an ad campaign in a major business oriented publication. I paid a premium for the upper left hand corner of page two, and for 10 years placed different ads in that spot every week. I used an advertising agency, a PR firm, a graphic artist and a professional writer to create fresh dynamic copy weekly. The phone didn’t ring once, yet I continued to justify the cost. I Looked at it as institutional advertising, my billboard if you would to let people know that I was here. Every year the price of my spot went up ever so slightly while the magazine became ever so thinner and thinner. Then one day I received a notice of another price increase for the same space, and I cancelled the entire ad campaign. It was a reverse tipping point.

One Too Many
The sales rep called me to see why I was quitting and I told him, “You keep raising the price for the same amount of space, and I see less and less value.” He began to scramble, reminding me how many people are looking at my ads, and that the price increase was menial; only a few dollars more than last year. I said, “Well that makes it that much dumber to try to squeeze a few more dollars out of me instead of going out there and finding new advertisers.”

WARNING!
I learned a valuable lesson from this experience. Don’t take your customers for granted! The price for my services has increased over the last 20 years, but I have never, not once, gone back to my loyal existing clients and asked them for any more; not a penny. They have appreciated this and have sent me more new business than I could have ever received by raising my prices to them.

DON’T DO IT!!!
I belong to an elite Honolulu business club. As a member, I have seen the service and benefits decline in recent months and have heard that they are in need of new members. Today I received a lengthy email from the club extolling their virtues, none of which have been evident to me, and then down towards the bottom came this paragraph:

Should I, or Shouldn’t I?
As I was asking myself that question, I received an e-mail from a friend and fellow club member saying something like, “That’s it, I am resigning my membership.” Another tipping point. The amount of the increase was nominal, the negative impact was monumental. A loyal, long time customer feels unappreciated. Sad! As for me, I am still undecided, but I don’t feel as good about the club as I did before.

It’s NOT About the Money!
Anyone who belongs to this club has plenty of money, but it is money that was earned the old fashion way; by doing a better job, not just asking customers for more of it. It’s a principle thing.

“They say that Maui…”
I have always loved the words to that song. Personally it’s hard for me to say which island is the best, for they each have their own intrinsic beauty. I love the wide open spaces on the Big Island, the variety of Oahu, the mystery of Molokai, the fun of Maui, and I have often said, “I could spend the rest of my life as a rock if you planted me in Hanalei Bay on Kauai.”
I continue to see evidence of success is on Maui; but not for everyone. Here are some examples:

Full flight to West Maui
I snapped this photo on my Island Air flight to West Maui.

93% Booked
I asked the rental car shuttle bus driver about business. He said, “Were real busy; 28 of 30 cars are going out every day.”

Check In Line
Generally I hate lines, but I was pleased to see them lining up to check in at the high end Westin Maui hotel. In case you do not know how high, I got a special Kamaaina rate; $255 plus “resort fees.” I asked the front desk clerk how many rooms there are in the hotel and what visitors are paying. He said, “780 rooms at about $400 a night, some much higher.” I did some quick arithmatic, at 80% that’s about $250,000 bucks a night. The  evidence that people are spending money is pretty clear.

Lahaina Town
I checked in, caught up on my e-mail and headed into Lahaina Town at about 4 PM. That’s a pretty dead time as a lot of people are in their rooms resting up or dressing up for a night on the town. In spite of that, I saw plenty of “evidence” of people on the sidewalks.

Red Lights
I also looked into the stores and galleries, and as always it was feast or famine. In Retail Selling Made Easy I talk about “Red Light - Green Light” referring to the physical positioning of salespeople, and whether they are attracting customers or not. Unfortunately I saw more red lights than I to see:

For some, working to attract business was just too much!

Green Lights
In those cases where people were staying busy the green lights were drawing people into their businesses. People stop outside to decide if to go inside. What they see in there makes the decision. To be busy; get busy!

Almost Dinner Time
It was now getting close to dinner time so I peeked into a few Lahaina bars to see how they were doing. I was pleased to see a lot of people having a good time eating and drinking before dinner.

There was a waiting line already at Bubba Gumps on Front Street.

Show Time
I decided to head back to Kaanapali before dark to see how things looked at Whalers Village. As I was passing by Lahaina Cannery Mall I saw a lot of people gathering across the street, so I parked to check it out.

Old Lahaina Luau
People were lining up in large numbers to see the Old Lahaina Luau. I asked someone at the reservation desk how many people they have tonight, and she said, “280 so far, but there will be more walk-ins.” I aked the price and she said, “$93 per person.” Again I did the arithmatic; $26,040!

Hyatt Luau
On my way to Whalers Village I dropped by the Maui Hyatt Regency to see if they have a luau happening as well. They did; 480 people at $99 each. Added up that’s another $47,520! Are you keeping track? Are you feeling good about the opportunity yet? If not, there’s more.

Leilani’s on the Beach
As I arrived at Whalers Village I peered into Leilani’s on the Beach and saw a packed house having dinner. I looked across the sidewalk at Hula Grill and saw another packed house.

The Sunset
I looked around the other way and saw more people snapping memerable photos of the West Maui Sunset.

And as I headed into Whalers Village I was confronted by even more people on their way to the restaurants.
I really hope that these photos and stories will serve to boost your confidence in our Hawaiian opportunity. No doubt that there are still some people on the mainland who are depressed over this so called poor economy, but I must say they are not the ones making the trip to Maui. The people traveling to Hawaii are not the affected by high airfares and or gas prices. Those people are staying home. We are blessed to have a clientelle that is still coming to Hawaii and spending a lot of money to have a good time. Do NOT let anyone bring you down by talking about what is NOT here. Stay focused on what IS here. Help these visitors enjoy their vacation and they will reward you with their business.
Remember this Proverb:
“When the wind doesn’t blow; row!”
I hope you like my positive spin on things; it’s for you.
Happy New Year. Let’s make 2012 the best ever!!!

And it Shows
My recent flight on Hawaiian Air from Honolulu to Los Angeles was wonderful. The return trip was quite different.
Things that were the same;
-The Airline
-The Airplane
-First Class Seat
-The Time of Day

Things that were different;
-The Crew

The flight attendants going from HNL to LAX were pro-active and friendly. They remained noticeably focused on passengers. The curtain between the first class cabin and the restroom stayed open, and they repeatedly checked to see if passengers had any needs.

Going from LAX to HNL was different. They were cold, reactive and indifferent. They stayed sequestered behind the curtain and only came out when they had to. They seemed bothered when I passed through “their space” en-route to the restroom. On one occasion I overheard two of them gossiping about management. I stopped and asked, “Are you a mainland based crew?” They seemed surprised by my interruption, and answered, “Yes.” I just said, “Aha.” As I passed though the curtain I looked back and saw two pair of “deer in the headlights” looks as I closed the curtain behind me.
Little things make a big difference, and a reflection of the “Aloha Spirit” can be the biggest of all.

Who Am I Talking To?
ATTENTION: Salespeople, customer service personnel, receptionists, telephone operators, Waiters, Waitresses, anyone that talks to customers: “LISTEN!”

“With Room For Cream Please”
When ordering a cup of coffee I always announce clearly, “…with room for cream please.” Invariably I wind up pouring some coffee into the waste can. Not only is this wasteful, but it’s a clear indication that my wish is not their command.

People Love It
Of course there are exceptions, and some e-mail is better received than others, but generally speaking, “You have mail” are welcome words when opening your e-mail program.

Yesterday’s Inbox
The same was true in times past when all mail came to your physical mail box. The more there was, the better you liked it.

“Thank You.”
When was the last time that you went shopping, came home and opened up your e-mail to find a simple “Thank you” e-mail from one of the stores where you shopped? Such e-mail would likely be well received, especially if it came from someone you did NOT buy from, and does NOT have a “sales pitch” as a part of it. A link to your web site is enough. Everyone likes being appreciated.

CRM’s
I talk with many companies that have Customer Relationship Management systems (CRM) in place to gather e-mail addresses and other customer information, but in too many cases it stops there. Or, they go into a data base somewhere with good intent to send e-mail about upcoming sales, promotions or new merchandise. In some cases even that doesn’t happen.

Pick One!
A good way to get e-mail addresses is to have a weekly or monthly drawing of some sort with winners posted on your web site. Be sure that you do not ask for too much information on the drawing ticket; name and e-mail address is all you need. I dropped my business card in a fishbowl at a cafe recently and got a return e-mail telling me who the winner was (not me), but offering me a consolation prize of a free bowl of soup with my next purchase.

Get it Together!
The names in your data base are pure gold. Get creative; e-mail is free, and properly used can be the most effective and inexpensive marketing tool of all.

Do You See An Opportunity Here?
Unhappy customers can be bad news for any company, yet properly dealt with can become a huge benefit. It only takes one poorly handled one to ruin your day, and perhaps even your reputation. One handled well can do just the opposite.

The first rule is, “Don’t take it personal”. The customer may not be right, BUT, the customer is ALWAYS right; RIGHT? It could just be a “mood thing” on the part of the customer. Never let YOUR MOOD add to the problem. Some customers have unrealistic expectations, while others may have a legitimate complaint. The important thing is for YOU to make things better.

Here are some things that YOU can do to make unhappy customers your ally rather than your enemy.

1. Listen, and do not interrupt customers while they are venting. They need to tell their story and feel that they have been heard.

2. Say, “Thank you.” You do not have to agree to be thankful. You can say, “Thank you for calling this to my attention.”

3. Apologize: Again, you do not have to agree. You can say, “I’m sorry that you feel this way.” Do not attempt to lecture the customer, make excuses, or try to justify what has happened. Doing so will just make it worse.

4. Seek a Solution: Ask your customer, “What do you think we should do about this?” Oftentimes the customer’s solution is easier than what you might have in mind. Sometimes the venting and apology is enough.

5. Agree: Look for a solution that will satisfy the customer. The cost of the solution is most likely less costly than a tarnished reputation would be.

6. Do It Now: Show a sense of urgency. Your willingness to fix the problem quickly will do more FOR YOU than the problem DID TO the customer.

7. Follow-up: Make sure that what you agreed to do was done, and done right. A lack of follow through can undo all of the good you just created.

Remember; STUFF HAPPENS. It’s how you handle the STUFF that is more important than the STUFF.