We arrived at Chicago, Midway and needed to catch a cab to a hotel near O’Hare. We jumped in and immediately thought, “mistake get out” It reeked of smoke, it was dirty, and the driver was unkempt and barely grunted a greeting. As he took off, I fumbled for 10-minutes trying to secure a seat belt that just wouldn’t stay connected. “Get out” is what you’re thinking. Regretfully we didn’t but we did survive. On more than one occasion we had to swerve to avoid a near miss because the driver kept drifting. He was more interested in munching on chips and twizzlers, searching for CD’s on the passenger’s side floor and responding to his cell phone than he was staying in his lane. When we arrived (thankfully unscathed) we asked if he took credit cards and he said, “I prefer cash.” We paid with a credit card, no tip.
This cab driver is a living vivid example of dead people working™. His work (signature) was life threatening and he made it a disaster. Shame on him! He is an embarrassment to the profession.
The profession was redeemed! After our meeting we anxiously grabbed another cab to Chicago, O’Hare. An energetic woman greeted us ready to stow our bags and help us get in. We asked, “Do you take credit cards?” She responded, “You bet, money’s money, I gladly take it all!” We learned during our short ride that Mary, our driver, had driven a cab years ago when she was in college and recently lost her job so she is gratefully driving a cab again to stay off the streets and pay the rent.
We gave her cash, and a tip plus the tip we withheld from the earlier driver; we took her business card and will gladly give her business the next time we’re in Chicago. Her work (signature) is life giving and Mary is conscious of making it a masterpiece. Bravo to Mary, she is a refreshing ambassador of the profession.
Try a MotiVention™, a motivational convention in a box designed to help businesses and associations give people what they need in challenging times. Now you can host your own low cost, high return meeting to educate, retool and re-inspire people without all the costs associated with offsite meetings and conventions. Read the rest of this post »
Over 10 years ago Rob McEwen at Goldcorp took an ailing gold mine in the Red Lake area of Canada and did what no one in the gold mining industry had ever done before. He tapped into the intellectual capital of the entire globe.
Intrigued with open source innovation and collaboration, McEwen ran a contest and did the unthinkable. He published 50 years of super secret geological data on the Goldcorp’s 55,000-acre mine in Red Lake. Then, he ran a contest inviting contestants to help Goldcorp find the gold.
Over 1400 people from around the world downloaded the Goldcorp data. The company received 71 proposals from 55 countries proposing to use technology and methods, in many cases, Goldcorp didn’t know about or had never considered. Read the rest of this post »
While doing the research for our book, NUTS! we were impressed and humored by a story that a customer service agent shared. Late one evening, a disgruntled customer approached the Southwest Airlines’ agent counter yelling and complaining that his bags were lost. After a brief venom spewing session, the agent kindly and calmly leaned toward the customer and said, “Sir, right here, right now, there are only two people interested in finding your bags and one of us is quickly losing interest.”
Southwest Airlines, has always blazed the trail on “people first policies.” Their customer service philosophy, as surprising as it sounds, is this: the customer is NOT always right! If a customer is abusing an employee, Southwest will fire the customer or invite the customer to do business elsewhere. Is your business willing to fire an unruly, abusive customer?
Today there are zillions of books touting the importance of delivering great service. In general, it seems the responsibility for delivering unforgettable service rests in the hands of the customer service team. As customers, it’s become normal to “expect” great service—but do we always “deserve” it?
For over 20 years we’ve been honored to partner with the United States Marine Corps Recruiter School, teaching presentation skills to many of America’s finest young Marines. A dear friend and retired Marine sent us the video below and it is truly worthy viewing!
So, whichever side of the war you are on it does not matter, this young man’s courage, optimism and vision will touch your heart, stir your soul and pull you out of whatever self-pity parties you are tempted to attend.
In anticipation of Memorial Day, we thank all of you who have chosen to serve. Semper Fi!
What would you choose to do today, if you were really brave?
Over 10 years ago Rob McEwen at Goldcorp took an ailing gold mine in the Red Lake area of Canada and did what no one in the gold mining industry had ever done before. He tapped into the intellectual capital of the entire globe.
Don’t be a jerk.
, a San Diego Consulting Group, Inc. company.