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Catriona's Skype text read, "Mum, u have to get the movie out called 'it's complicated' with Meryl Streep its HILARIOUS! watching as i type. in hysterics! love you xx"
Dale Carnegie said, "Be hearty in your approbation," and Catriona certainly understood this and how to "Big it up!" when she enthusiastically endorsed her film. I immediately ordered it - nothing is more effective than a genuine recommendation. Note in margin - Give praise publicly. Give criticism in confidence. I encourage you to be a good finder and to avoid being a negative know it all. You'll certainly win more friends and influence people this way.
- Who can you praise today?
- Does a supplier or a colleague deserve a testimonial? Maybe on LinkedIn?
- Which business/organisation can you endorse?
In the case of Apple, the process was totally painless and within 24 hours I had a brand new phone. We called Apple, an agent arranged an appointment with a genius at a local store. She confirmed this by email. At the store the service was fast and straightforward. And thanks to MobileMe all data on my phone was restored. Apple followed through with client satisfaction questionnaires to further improve their services. I gladly responded giving them A-star ratings. The serendipity - when you promote or praise a person or service not only does it acknowledge them, it makes you feel great too.
While talking to a client Sharon - a senior HR manager with New Look - we discussed customer service and agreed that we can learn a lot from Apple. In her opinion Apple's success is due to recruiting the right people and supporting staff with quality on-going in-house training. "You have to love your brand," she added. And Sharon is a shining example of brand loyalty as every time I see her she is dressed head to toe in New Look fashion.
Sadly many companies do not take the Apple view of customer care; rather than solving your issue they make YOU feel like the problem. Sadly many people are not good finders; instead they are rain makers who make your day miserable. Sadly not all employees love their brand.
- Are you a good finder or a rainmaker?
- Is you company/organisation going the extra mile like Apple?
- And... I wonder... will you be watching "It's Complicated?"
And of course if I can help you in any way you only need to ask...
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