Picture
Why am I just likin' it when I should be lovin' it?

Us as leaders/pastors/business leaders all have a common goal, selling. We sell our belief system a.k.a. God, our leadership skills, a particular product. On a recent visit to an unnamed fast food restaurant I had a negative experience. First let me start off by saying I have worked many years in retail sells and direct sells. I say that to say my expectations have come by that which I am willing to give.

McDonald's, how much to expect? Maybe too much. Never sauce, no customer service. What should I expect? And for them to right their mistake I get nothing extra in return to want to come back.

Here's the full story, so I ordered my two McDoubles, Small Fry, and 4 Piece Nugget WITH Sweet 'N Sour sauce. I get home and realize that I...
do not have my sauce. In my frustration I also realize that this is the 3rd time from the same McDonald's that they have done this. I can remember the last time was the same guy. When we got their to order he stood there and looked at us and flat out ignored us, then after we made it very clear we were ready whether he was or not (didn't think he was too busy opening up a box of kids toys). By the time I got back to McDonald's my food was cold. The most the guy at the register could offer me was a couple packets of sauce. Not acceptable by me. I told him I needed new McNuggets since mine were now cold after the 15 minute trip home and back AND sauce. He then proceeded to ask his manager who told him to do it. He then gave me sauces... 5 to be exact for four nuggets, really? I could tell maybe a little sarcasm in that action. Needless to say I prolly won't go back there. The customer service, terrible.

Thoughts/Challenges: When you have a product to sell/service at your church/salvation/etc and a person is not satisfied what is your response? We must remember to always give 110%. Are we listening to people or only hearing part of what they are saying? In our world we need to show/preach/live out love and guarantee.

What would I do?
  • Listen/Attention to Details - I would first have listened to the person to hear the small details. What exactly are they wanting. I would not make generalizations and assumptions. I take pleasure in that it is not my responsibility to assume what people want.
  • Attitude - I would make eye contact. I would realize there is nothing else, short of an emergency, that would be more important than the customer at that moment. I would smile and be positive. I would be polite even if I had a bad day, it's not their fault how my day went.
What would I do if I made a mistake?
  • Humility - I would take the higher road. Apologize and take ALL the blame, it is not any other person's fault. If it was another person's fault I would apologize anyways. Humility says, "It's always my fault."
  • Costumer Satisfaction - I would do anything possible to make that person the happiest person in my mistake. In this simple little mistake I would have given a free drink, possibly upsized the fry or changed a 4 Piece to an 8 Piece and smiled letting them know. If possible I would have given them a coupon ensuring them a return visit.
So leaders/pastors/business leaders here is some thoughts to consider. My issue here is a generalization across the board. We simply do not listen all the time especially to the smaller details. Listen a little more. We also tend to have bad attitudes or maybe more simply complacency. Put a darn smile on and appreciate people and accept them and put aside your attitude for the moment. Walk in humility, own up to mistakes and don't make people feel bad for expecting to get what they want. Then simply satisfy peoples cravings. This doesn't mean bend over backward and let people walk over you but practice what you preach, under promise and over deliver!


Coaching Minute:
Be intentional!





Leave a Reply.

    [get the blog delivered]
    * indicates required

    Archives

    October 2013
    August 2013
    November 2012
    August 2012
    January 2012
    November 2011
    July 2011
    June 2011
    April 2011
    March 2011
    February 2011
    January 2011
    December 2010
    July 2010
    June 2010
    April 2010
    March 2010
    January 2010
    October 2009
    July 2009
    April 2009
    March 2009
    February 2009

    Latest Tweets

    Picture
    Scan for Contact Info
    Picture

    Categories

    All
    American Financial Crisis
    Analyze
    Architecture
    Arizona
    Balance
    Cause
    Character
    Coaching
    Cold Marketing
    Crisis
    Criticism
    Culture
    Customer Satisfaction
    Decisions
    Delegation
    Ego
    Egoless
    Elephant
    Evangel University
    Facebook
    Focus
    Food
    Generations
    Goals
    Grad School
    Hansei
    Human Element
    Innovation
    Insight
    Instinct
    Irony
    Job Loss
    Kaizen
    Knowledge
    Landscaping
    Leadership
    Life
    Marketing
    Mediocrity
    Mol
    Money
    Monsoon
    Peace
    Permission Marketing
    Philosophy
    Plan B
    Praise
    Principle
    Principles
    Priorities
    Process
    Product
    Productivity
    Reframing
    Self Evaluation
    Self Evaluation
    Silence
    Smart Goals
    Social Networking
    Statistics
    Storm
    Strength
    Success
    Task Management
    Technology
    Value
    Values
    Vision
    Warm Marketing
    Weakness
    Weather

    View my profile on LinkedIn

×
contact me
×
meet me