Are you going to exercise five days a week in 2014? How about giving up non-diet sodas? What about that 3 mile run every day? During the New Year, most people will talk about “New Year’s Resolutions.” Whether we/they make resolutions is one thing, and whether we keep them is entirely something else.
But the idea of “Resolution” or “having resolve” is a great concept. Resolve gets into determination, will, focus, being decisive, and inner strength. Resolve is a quality of many individuals who are great at customer service. Having Resolve means that when there are issues, you’re determined to fix them. You not only know what’s right, but you have the drive and desire (the will) to do what’s right.
Resolve means you have a focus on doing that which specifically needs to be done, and you have made a conscious decision to act. And Resolve is an inner strength that you have that can handle all those people, all those external challenges, all those curve balls thrown your way that can get you “off task.”
As we wade into 2014, keep in mind that there will be many tough tasks that you’ll be assigned. There will be many difficult customer and co-worker conversations and relationships. You’ll have the stretch goals and the physical and emotional challenges. But you can successfully get through those tougher times. You can come out on the back end with a smile and with accomplishment. You can succeed.
You can face the challenges of the New Year, if you Have Resolve.
There comes a time when the dust will settle,
When the frenzy begins to fade,
When tasks and To Do’s and fires to fight
Will slowly go away.
It’s often a time that’s brief and still.
It’s a time to enjoy each day.
For we know when that time is over,
The new rush will come our way.
So if this is a time of settle and fade,
I hope you see what I do.
It’s a time to rejuvenate and refill,
To gain energy to see us through.
Appreciate any rest, any time with friends.
Appreciate the rare solitude.
And reset your mind and heart and soul
To ring in the New Year with a great attitude.
Benchmarking is a wonderful thing. Airlines learn how to turnaround flights faster by watching NASCAR pit crews. Businesses learn how to create engaging employees by watching the Disney experience.
In keeping with this theme, here’s a benchmarking exercise for you. Let’s look at the “A-Z Fan Guide” from a sports organization. One of our pro basketball clients creates this Guide every year for its fans. It’s a pocket-sized document (also provided in “e-form”) that is given to key fans and employees who work with the fans.
These are some of the topic areas:
- Event/Game Schedule.
- Contact Information for Corporate Offices and Customer Service.
- Arena Policies.
- ATM Machine Locations.
- Program/Product/Merchandise Overviews and Contact Information.
- Information on Broadcast Partners (e.g., television and radio).
- Concessions – Options, Descriptions, and Locations.
- Arena Map.
- Guest Conduct Overview.
- Account Holder Management Website Information.
- Parking Locations, Access, and Cost.
- Free Promotions.
- Season Ticket Holder Express Lines and Other Benefits.
Essentially, it’s a combination of educational and promotional information all in one good looking, convenient package. It addresses processes, products/services, promotions, personal contact information, policies, perks, partners, and the physical location. Now think about how this could apply to your business.
What would you share with your clients to educate them on the best experience they could have with you? What promotional options would you mix into this tool? To whom would you provide such a tool? In other words, who would benefit most from one key tool to best navigate your organization and utilize your products and services?
Learn from the pro sports “A-Z Fan Guide” to best educate and inform your customers.