Friday, August 18, 2017
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This day has been a long time in the making! I have reflected and pondering on doing this for over two years. But, when was the right time? “Things” always seemed to get in the way!

I am in Vancouver, British Columbia today attending my first of four, one-day workshops over the next year with the Strategic Coach program. I am interacting with 30+ entrepreneurs across North America to not only improve my business, but improve me, and my life as well. StrategicCoach

The more I learned about the program, the more intrigued I became. Quotes from past attendees, grabbed my attention and made me think.

“In my first 500 days in the Program, I took 200 days off. There’s been 40 percent revenue growth, and I’ve only worked 60 percent of the time. This was a breakthrough for me—and my family.” — Matt Somberg

Life rolls along far too quickly and while we can’t slow it down, we can make it better and enhance each day, week or month with greater meaning, quality and purpose.

When is the right time to invest in yourself or your business? NOW! The reality is that it doesn’t need to cost a lot. Buy a new book, listen to an audio, register for a class, take yoga, or learn to meditate. It is an investment in you. You are well worth the return on investment.

Here is a small glimpse of what I hope to learn and accomplish in the next year. This video was very impactful for me, simply because it was so much more than growing my business, which I plan on doing, it was about improving the quality of my life and those close to me. Click Here

MikeArnoldThe bonus of this trip to Vancouver was that I shared an amazing day on Sunday with my dear friend and mentor, Arnold McLaughlin who recently turned 80 years young. I say young, because he works and plays way younger than 80. He is still an active Commercial Realtor and loves what he does professionally and has a real zest for life. He reads more books than anyone I know. He continues to invest in himself and it has reaped rewards. I always learn something from Arnold and I continue to aspire to live life in the way that he has for the past 80 years.

NOW is the right time to invest in yourself or your business!!!!!

Mike Mack
“Helping Businesses Improve Sales, Service & Strategy”



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Service above self!

by mikemack on February 6, 2015

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When was that last time you provided Service above yourself? It was about someone or something else, and you expected nothing in return.

RotaryI was privileged to be a Rotarian for 14 years. Rotary International is a global organization guided by the concept of “service above self” and it is all about making a meaningful difference for others and contributing to the local and global community.

Many businesses do a great job of this and usually try to include their employees in the service component as well. Locally, I see countless companies that contribute each year to improve the lives of people in the community. Back in the summer of 2013, Calgary, Alberta and area were severely flooded. I remember reading and hearing countless acts of kindness with companies donating their services and expecting nothing in return. It was just the “right” thing to do.

Tony Robbins, Best-selling author, entrepreneur and philanthropist partnered with Feeding America, the nation’s largest domestic hunger-relief organization, to help provide 100 million meals to families in need. He also invites the public to help match his personal gift of 50 million meals to Feeding America so, together, 100 million meals can be provided through Feeding America and its network of 200 local food banks.

What I found very impressive was that all of the author’s profits of his new book, MONEY Master the Game, have been donated in advance by Tony Robbins, along with an additional personal donation, will provide 50 million meals to people in need this year. While Tony Robbins is a very wealthy man, some may say, sure he can afford it, but the reality is that he didn’t have to donate all the profits, but he did. I see it as “service above self”. Tony, had hardship as a child and others donated food to him and his family at one point and Tony committed to making a difference if he could one day afford it. In this case, he is honouring this commitment. Way to go Tony!

The old saying, “what goes around comes around” is so true in this case, but most organizations and people who provide “service above self” don’t expect anything in return, yet they usually receive far more than they gave in the first place. This isn’t always in the form of more sales or business, but their name and reputation are elevated and respected even more than before. You can’t put a price on that!!

“Life is a gift, and it offers us the privilege, opportunity, and responsibility to give something back by becoming more.” -Tony Robbins

Mike Mack
“Helping Businesses Achieve Sales and Service Excellence”

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Are all sales final?

by mikemack on January 29, 2015

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Have you ever purchased an item on sale? Usually sales items are “final sales”, which means you can’t return the item. We usually can live with this because we saved money or felt that we received a great deal.

Are all sales final?What if you buy something and have an issue, but discover it was a final sale? Many products or services can fall into this category. Perhaps you stayed at a hotel and the accommodation was less than ideal. eg. Noisy air conditioner or heater. You address your concerns at the front desk in the morning, but all you get is, “we apologize for the inconvenience.” You buy something online and when you try to use it, the product doesn’t work. You may not be bothered with trying to return it.

There are also other amazing companies out there like Zappos. At Zappos you can buy a pair of shoes and return them and get a full refund, hassle free. Some stores have an exchange policy, which allows you to get a replacement product, but not your money back.

At the end of the day, even if the sale is final but you as a customer aren’t happy, is the sale final? Will you be upset? Will you be disgruntled and tell everyone about how poor the service was at a particular place of business that you purchased your product or service? In this case, is the sale final? As an unhappy customer, it might be the last time you ever buy a product or service at that organization.
As consumers, we don’t always ask if a product can be returned. This is a good practice to get into as it can prevent you from being dissatisfied if the product or service doesn’t meet you expectations.

While the sales may be final: “Keep in mind that neither success nor failure is ever final.” -Roger Babson

“Helping Businesses Achieve Sales & Service Excellence”
Mike Mack

photo credit: Cristiano Betta via photopin cc

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No worries Mr. Mack, that becomes my problem!

by mikemack on January 23, 2015

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This story took place 20 years ago and I still tell it, because it was that remarkable.

In a previous career I spent three years working in Prince George, British Columbia. One of my favourite restaurants was called “DaMarinos”, a delightful little Italian restaurant with amazing food and remarkable service.Their spaghetti carbonara was amazing!! On one particular lunch hour I brought a few colleagues with me who were in town from Vancouver and we were hungry. small__5349417981 As I entered the restaurant, my favourite server promptly greeted me at the door. “Good day Mr. Mack, how are you today?” I told him I was great. He responded: “do you have reservations?” I sheepishly replied, No, sorry, we didn’t know our lunch schedule and plans today. He replied: “No worries Mr. Mack, that becomes my problem.” That was one of the most remarkable lines that I have ever heard from a customer service perspective, ever. I was totally delighted and that remarkable service was so memorable that I continue to tell this story in X5 workshops or with corporate customers.

What does remarkable service mean to you? When was the last time that you experienced remarkable service?
Remarkable service is when your business does something that your customers will remark about. Ideally, it is good and above ad beyond, but it doesn’t have to be big.

As you are about and about today, see if you can observe remarkable service. If you are working in your place of business, try to deliver remarkable service.

Remarkable service is wonderful to receive and not as difficult to give as you might think.

Mike Mack
“Helping Businesses Achieve Sales and Service Excellence”
photo credit: bengtham via photopin cc

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Are you demonstrating value with your customers?

by mikemack on January 16, 2015

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We are halfway through January 2015 and the world looks a little different than it did 12 months ago. There is a feeling of nervousness and uncertainty in the air. Regardless of how or why that it is happening, it is critically important for all businesses to demonstrate value to their customers. Demonstrating Value can be one of the most difficult steps in the Customer Sales and Service Process. Demonstrate Value
While it can be difficult, it shouldn’t be complicated or confusing to the customer. Businesses that successfully demonstrate value in the good times and challenging times win the day and retain customers.

So, how can you demonstrate value?

While every business is different, there are several basic and consistent ways to demonstrate value:

Make it all about what the customer wants and needs.

Provide testimonials and articulate how you have helped other customers.

Give to get. Can you provide samples of your product or offer complimentary time to prove how you can add value?

Sell less, listen more.

Slow down the sales process and seek to understand everything about the customer.

Be there for them after the sale.

Is your business demonstrating value? How can you improve in this area?
Hold a meeting with your team today and discover ways to demonstrate greater value to your customers. It will have a big impact on your business in 2015!

Here’s to your business success!

Mike Mack
“Helping Businesses Achieve Sales & Service Excellence”



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As Customers, what do we really want?

by mikemack on December 23, 2014

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Stay tuned for a Huffington Post Blog at the end of my Blog, title: “Maybe You Get Bad Customer Service Because You’re a Bad Customer”

We are all customers with many different businesses. Whether it is the dentist, dry cleaner, car dealership, fast-food restaurant or grocery store, we receive a product or service for our money. We expect many things in return, but what do we really want?

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I have asked many people this question in the past and the answers vary. Some want better prices, faster service, and shorter line-ups. Some want the business to answer the phone on the first ring….and some want things that are so unrealistic and absurd that you can never please them.

Ultimately, most of us really want a few basic, yet consistent things.

We want to be treated with respect. (This must be a two-way street) Customers need to show respect too!
We want to be shown empathy, when appropriate.
We want to be heard and listened to.
We want a fair transaction.
We sometimes want a relationship. (Whom can I call when there is a problem?)

When a business can figure this out, they have you as a customer for a long time.

Some businesses do this extremely well and many others don’t hit the mark on this.

My advice to consumers or customers: Inspect what you Expect! Make it clear what you want and expect and challenge your service or product supplier to deliver on those expectations. You do pay for it!

The world of Customer Service is not always an easy and rewarding one. The following Blog post from Huffington Post is a great example of how some customers can be so unreasonable and miserable that you can never satisfy them. Check it out: Read here

photo credit: Roche Photo via photopin cc

Mike Mack
“Helping Businesses Achieve Sales and Service Excellence”


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Sales and Service: The fridge is sold separately

by mikemack on December 23, 2014

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As consumers, we are constantly buying something that we want or need. Some items are big like a house and some are small like a toothbrush. The product that we buy seems to relate to our expectations and patience with the sales process and of course with the level of service associated with the sale.

small__8367968569Last year, a friend of mine bought a second home in Arizona. (A great idea when we have cold/chilly weather in Edmonton for almost 6 months each year. 🙂 ) After getting the home he had to do some shopping to stock up his home with furniture and appliances. He went to a well-known store (I will keep their name out of this story to be nice) and bought a washer/dryer and fridge/stove package. He arranged delivery while he was in Arizona as he was only there for one week due to work commitments back home. The delivery truck arrived with the washer/dryer and a stove. “Where’s the fridge?”, my friend asked. The delivery drivers said; “I guess they didn’t load it on the truck.” My friend said: “well you will have to go back and get it.” The drivers replied: “We can’t because we are fully booked with deliveries this week.” My friend called the local store and voiced his frustration and they replied with the same “no delivery this week” response. Now that his frustration hit another level, he drove to the store and talked to his sales representative. He once again was given the same answer. My friend moved up the management food chain and talked to the manager, and again he received the same response. Now, the volume of his tone was significantly LOUDER and he was asked to “keep it down” but he didn’t tone it down. 🙁 He tried to explain that he was only in Arizona for a few more days and a delivery next week was not an option. They still didn’t want to help. He asked for his money back on the fridge and he would then go to another store to buy one. They refused to give him his money back. Crazy!! Finally, after more yelling and persistence, the manager of the store said. “Ok, you can rent a truck and we will load the fridge here, but you have to unload it yourself.” Wow…this was NOT great service at all.

The morale of the story……..Don’t let your fridge stand in they cold!! When you buy a fridge and stove, make sure you ask if they will be delivered on the same day. 🙂

photo credit: triviaqueen via photopin cc

Mike Mack
“Helping Businesses Achieve Sales and Service Excellence”


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If we can’t sell more in 2015, can we sell better?

by mikemack on December 23, 2014

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With our economy shifting gears in the past 3-6 months, we are not certain on the outcome of 2015. Those of us that sell a product or service are hoping that we can get through 2015 with flying colors, but that story has yet to unfold.
In our Sales and Service Consulting business we have suggested to our customers that they need to ensure that Customer Service is “remarkable” and consistent in ALL aspects of their business. If more sales don’t materialize, they can still ensure that the existing customers come back for their regular business and purchases, based on providing their customers with “remarkable” service.
small__5019717121 Simple ways that businesses can “sell” better:

Communicate more with your customers (In-person, on-the-phone)
Unique Value (What can you offer that your competitors can’t?)
Smile more (Everyone loves service with a smile….and it keeps us coming back.
Train your employees to provide remarkable service. (Don’t leave this area to chance!)
Open-mindedness (Be able to look outside the box when solving customer problems)
Measure your customers spending with your business (Is it more than last year? Why is it up, why is it down?)
Empathy (Put yourself in the customer’s shoes when a challenging situation occurs)
Relationship (Try to learn more about your customer and connect with them…..it can go a long way!)

We can’t necessarily control if sales will be up or down in 2015, but we can control how we service our valued customers!

Happy New Year to all of you. May 2015 be your BEST year ever!!

Mike Mack
“Helping Businesses Achieve Sales and Service Excellence”


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photo credit: Brendan Lynch via photopin cc

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Attention…..There are only a few days left to get all of your Christmas shopping done! OK, I am speaking to the guys that read my Blog. 🙂

Living in Edmonton, Alberta where we have the largest mall in North America ( West Edmonton Mall ) there is access to virtual everything you need…..or don’t need. 🙂

West Edmonton MallAt this time of year the shopping pace gets frantic and we accept long line-ups and packed parking lots. Do we become more patient, or less tolerable with Customer Service?

After a recent trip to West Edmonton Mall I was not surprised with the long line-ups, but I must admit that the service turnaround was quite brisk and impressive. Maybe we “are” more patient? The reality for all of us that try to do some last minute shopping is that we have to accept the fact that it will be busier and lined with wall-to-wall people. During the recent trip to the mall we had the right frame of mind. Let’s get what we need (less shopping and more of the intentional buying) and also accept the crowds and embrace them. It was actually fun and no one was hurt in the process. 🙂

The morale of the story: If you want to avoid line-ups for Christmas shopping go to the mall on a Tuesday morning in September. The reality is that most of us wouldn’t take the time to do that, and maybe, just maybe, we actually get a kick out of shopping with crowds and having the opportunity to see the mall all-festive. We are creatures of habit and it appeared that thousands of other people had the same idea as well.
Oh wait….there is more. Tons of people will be at the mall at the crack of dawn on Boxing Day for savings and deals and I am pretty sure that the line-ups will be even more than we experienced on the weekend. Well, if nothing else, we are predictable and we definitely contributing to consumer spending at this time of year. The economy thanks us in advance!!

I wish all of you and your families a very Merry Christmas and all the very best over the holiday season.

With gratitude, Mike

Mike Mack
“Achieving Sales and Service Excellence”


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Who says that we are awesome with Customer Service?

by mikemack on December 12, 2014

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In the Pursuit of Service, customers get to decide when Customer Service is awesome and when it is NOT.

I chuckle when I hear various companies state that they are #1 in Customer Service. What is this based on? If you listen to the radio, it is common to hear the announcer say, “we are the #1 radio station in the city.” What is this based on? If everyone says that, someone must be #2, #3….or more importantly, someone may be stretching the truth.

small__3388029136So, who gets to say that your business is awesome with Customer Service? Your customers!!! Don’t misunderstand me, you must believe that you deliver awesome Customer Service, but you also have to back that with process and validation.

In our business we conduct “Service Audits” and look at all aspects of Customer Service. From the receptionist, to transaction errors, to on-time delivery time. These are vital measurements to ensure you are on the right track to giving awesome Customer Service, BUT, you still must hear it from your customer.

I am amazed that so many businesses don’t have a formalized process or system in place to actually measure their “perceived level” of Customer Service. I say perceived simply because you may be outstanding with your Customer Service, but if your Customer’s have higher standards and expect more than you are delivering you haven’t hit the mark. The very best way to find out is to ask your customer. This may be in a printed or on-line survey, or a brief call with your valued customers. Always ask what you can do to improve. It might be a simple suggestion, but when you heard it from enough customers it may validate that a particular area of your business needs to change. Focus on improving that area.

A number of years ago, I was a customer at a business. (The name and industry isn’t key for this story) One of the managers that I worked with made a comment that they purchased a new coffee machine and a new brand of coffee, and he was very excited about this. He told me about the effort they put into getting a great coffee machine and asked how I liked his new coffee. I didn’t like it unfortunately, but because he asked me I shared my thoughts and made a few suggestions. He took my advice and bought a different brand of coffee that was much better. It is such a small thing, but the fact that he asked, and more importantly because he did something with my feedback, I was genuinely impressed and felt valued as a customer.

We all deserve awesome Customer Service, and sometimes delivering awesome Customer Service isn’t that hard.

Mike Mack
“Helping Businesses Achieve Sales and Service Excellence”

photo credit: Mark Hodson Photos via photopin cc

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