02.26.10
Call me WEIRD, but I pay close attention to
what customer service people SAY and DO
when I’m at stores like Barnes and Noble,
JcPenneys, and Auntie Annes.
Here’s the stage…
Earlier today, I was out and about, picking up
some project supplies at Home Depot.
While there, a young squirt named Nick was
there helping me, answering questions, loading
supplies, etc..
Ok, so I’m all done. Ready to check out and
go grab a Mountain Dew.
At the check out counter
I discover
NO WALLET
NO PHONE
Oh Sh*t.
Apparently…
In the midst of my hard work (not really, but it
sounds good!), I misplaced my new BlackBerry
Bold AND my wallet with about $90 in it.
I had laid them both down in the lumber yard,
without as much as a second thought.
Holy Cow!
What was I thinking???
My precious Blackberry.
(just kidding)
Any-hoo….
I’m at the counter, ready to check out.
NO WALLET!
NO PHONE!
But here comes Nick…
My knight in a Home Depot uniform.
He found my WALLET and PHONE and had
taken both up to the customer service desk.
Praise God!
That’s Gold Star #2 for Nick.
Ok, so I’m finally leaving Home Depot, loading
up the 4×4 sleigh with some wood and paint
materials.
Out strolls Nick to lend a helping hand.
That’s Gold Star #3.
And just before closing the truck door, Nick pulled
a “Oh by the way” move on me.
He pointed out that on the Home Depot receipt, was a link
to a survey that IF I would fill it out and make a comment or
two about his GOOD deeds (helpful and heroic) that he might
get a little something from the Head Boss Man.
I was… “More money perhaps”?
He replied, “No, just maybe a little recognition”.
Hold the PHONE!
Did Nick just say NO to money and YES to recognition?
Could it be TRUE that people are MORE motivated
by being appreciated and recognized for their efforts
v/s an extra dime per hour on the old paycheck???
Yes, they are!
People will do a lot for money.
This is a given.
But given the CHOICE, people will do MORE for
awareness, recognition, appreciation and gratitude
for their efforts.
I can say truthfully this was TRUE for me when I
was an employee.
Yes, I wanted more money. (Who doesn’t).
But I LOVED the pats on the back, the “Good Job”
type comments from the head honchos.
It makes you feel GOOD.
So….
The MILLION dollar lesson for YOU [FIRSTNAME] is
How are YOU rewarding your customers and prospects?
Is it MONEY only?
Or it MONEY + RECOGNITION?
My hunch
is that if you acknowledge your customers by name,
give thanks and appreciation to your prospects and
generally have a “Thank You” mentality in every step
of your Marketing Funnel, that you’ll gain MORE raging
fans than the bozo who’s hawking DOLLARS down the
street.
If you’re skeptical,
you’re welcome to put this little theory of mine to the test.
But if the Nicks of the world have any say, they’ll let
you know real quick that MONEY will only get so you far.
Thanks!
Stay Hungry, Tim
Cell: 330.881.3026
