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I am blessed to call Bruce Kirkland, Dealer Principal at Lexus of Edmonton a friend. I am in awe of his community support and how he continually instils excellence in his team, by delivering Remarkable Service to Lexus of Edmonton’s valued customers (aka Guests). During an interview with X5 Management, Bruce shared his perspective on Customer Service excellence and it was just too great to not be captured in this post.

Are there one or two things that are extremely important in maintaining a high level of customer service?

Bruce Kirkland, Lexus of Edmonton“I really think that there are not just one or two things, because I really believe it’s a puzzle, and you have to put the puzzle together; to make it go correctly. I would say a couple things; One is to hire correctly. Lexus of Edmonton has this amazing culture of customer service and relationships. We hire very carefully to protect our culture and I’m not afraid to hire people that have no car experience, in fact I’d rather hire people without any car experience. If someone has been in the customer service business somewhere else, those skills are transferable. A lot of people are afraid to do that. Secondly, you have to make sure the people you hire have pride in what you do. We make sure that everyone in our dealership knows what’s expected of him or her. So we have to communicate with them clearly. You have to make sure that they’re involved in the process of why we’re doing what we’re doing, not just telling them just be nice. It’s a long process but hire correctly. Make sure they are trained correctly. We make sure they all go through culture training, and that training is run by myself and Matt Miller, our GM.”

How do you get that team of people involved and maintain your focus on customer service?

“A couple of things have to happen: It can’t be top down. If it’s top down, it’s not going to work. We do many things at Lexus of Edmonton. One of the things that I am particularly proud of is called Opportunities and Challenges. Every year the management team gets together and looks at all opportunities and challenges. Every year we ask each department to do the same thing, so these people come up with opportunities and challenges and they become engaged in that process. They come up with a lot of opportunities and challenges and I think that’s really important that it’s grass roots up and our people are really happy to be involved. Top down doesn’t work with any organization, so make sure they’re engaged. Make sure you train them. A lot of times in our industry (or any industry) we tell people to do their job, but we don’t train them….Just go do this! We believe in internal training and we believe in external training. Training is key to our success! Our sales team has training either Thursday or Friday morning for 30 minutes every week. We plan on expanding that to our whole team.

We call people guests. We don’t call them customers because the way we treat people, they are in our house. At Lexus of Edmonton we call them guests because of how would you like to be treated in our house. Little things like opening the door for them and walking them to the door. Greet them! It’s the little things that make the biggest difference for sure. Every touch point is critical for success of customer service. It’s not just selling the car, that’s easy part. It’s how they are greeted when they come in to the business. How does reception treat them? The two most important people in my dealership are reception and detailing. Some people come in here and say the car is great, but it’s dirty so every touch point is absolutely critical and I think sometimes that in our business we forget about that. I always say here, under promise and over deliver and if we can under promise and over deliver, and wow them, then it’s way better than overpromising and not delivering. I think every touch point in your business is critical and so don’t forget about the people who you don’t think need training. The whole staff needs training, not just management needs training. It’s great that managers are trained, but I think the entire team needs training. If you do that they’re going to be engaged.

Spend money on training!! It makes your staff better and you are investing in them, and they feel you are investing in them.

They’re going to want to do it. They’re going to take pride in working here and making sure that they could do that.

You have to empower them. A lot of companies don’t empower people. I empower my staff to make decisions. They don’t have to run to me to make a decision, so make a decision. If that decision is the best for the customer; then let’s make that decision; let’s not wait around and have to go through three layers to make a decision.”

How do you actively manage the customer experience?

“It’s a little more difficult to manage it all but if your teams trained right then you will be fine. We do all sorts of different things here because we really believe that it’s the whole experience in any company. I tell my team, don’t worry about the car…the car will take care of itself. Let’s worry about the people in front of us. It’s what we call the whole Lexus experience. It’s the little things that we do. We have many events for our guests; anything from wine tasting events for all guests or we’ll have a ladies night at a great restaurant, where we buy them dinner. We do these things to keep them engaged and to experience WOW!

At special occasions and holidays we make sure they have a little gift on the car seat when they come in. Little things make a big difference. You don’t think they’re big because it’s this beautiful car but it’s the little things that they’re just wowed by. I think that’s one of the things we forget is it doesn’t have to be big sometimes; it just is a little thing that really makes your guests, very very happy.

Your staff has to be engaged. We have great pride here.

Lexus has a competition, and every month we review that with our staff. It’s called The Pursuit of Excellence. It’s a competition among all the dealers in Canada. Every month at the start of the month we have a kick-off meeting and explain where we are at and what we need to work on. We’re fortunate that we have an amazing team and have won this nine years in a row. We always have a BIG celebration!

I think also that you just have to look after people. We reward people when they do a good job. We have an internal reward system and when someone does something well, we recognize and reward him or her.

I get way too much credit: My staff does all the work but you know that they buy into what we do.

We’re very proud and the Pursuit of Excellence is an amazing thing, but you have to communicate with your staff. When you’re in a leadership position if you don’t communicate with your staff and talk to them, you’re not going to be successful. I have to make sure that I do what I expect them to do and it starts at the top.

We do the little things really really well. We have a newsletter called “The Little Things” that goes out each month, because it’s the little things that are going to make the big difference. We do the big things really well. Most companies do the big things well. It’s the little things that they miss.

We are really blessed at Lexus of Edmonton. I am very proud of the team and the job they do. It separates us—we’re different!!”

A BIG THANKS to Bruce Kirkland for taking the time to share these valuable insights with us.

X5 Management specializes in Improving Sales & Service for business. We offer comprehensive Business Consulting Services, Coaching Services and we have an extensive list of Training and Professional Development courses/workshops specific to supporting businesses with Improving Sales & Service. For more information, visit us at x5management.com or contact us at info@x5management.com

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“To train or not to train”, that is the question. Well, there are actually more questions to ask yourself. Can we afford to train our team now in the current economy? Will our sales/revenue go up if we invest in a sales or customer service training program with our team? Will our Customer Service be positively impacted? Can our team become more engaged and productive? Do we plan on doing more business with more customers in the future that requires having the best people? There are many questions that most business owners or leaders ask themselves when it comes to training their employees.

The potential answer to all of these questions is, “YES!”

“When the economy slows down is exactly the best time to re-invest in your sales and service training as it is like sharpening the tools for the upcoming hunt. There is no official bell that sounds when the economy begins to recover. Those that have honed their skills are poised to take advantage of the recovering market. Too often organizations cut too deep with training, layoffs etc. and are then left scrabbling to rebuild their depleted teams. Sales opportunities are not lost… They are seized by someone else.” -Joe Gagliardi, FCPA, FCMA Managing Partner, Recruitment Partners

It has been proven that Professional Development/Training and engagement are key factors with employee retention, but is there an ROI with your training costs? This can be difficult to measure in the short-term but more apparent on a longer-term basis. (12 months plus) There are no guarantees that your business will realize a suitable ROI on training. (only you as the leader can determine this)

DID YOU KNOW????

If your business is approved for The Canada-Alberta Job Grant, this grant will cover 2/3 of the cost of new training initiatives, to a maximum of $10,000 per employee to a maximum of $300,000 for organization. This is a way to realize a return on your investment as the grant requires your business to pay for your training cost when training starts. You will receive 1/3 of that training cost shortly after your initial investment. At the end of the training (e.g. 6-12 months) your business will receive an additional 1/3 of that total training cost that you invested in your employees. How’s that for a return? Canada-Alberta Job Grant FAQ

Our business, X5 Management is excited about this great news for Alberta business for several reasons:

It is a tremendous opportunity to realize a return on your training costs.
The Grant encourages Alberta business to invest in their employees now.
Investing in your employees can reap future benefits for your business when the economy heats up again…..and it will.
Now is the time to invest in your greatest asset….your people. Training and development will get your business ready for future growth opportunities!
X5 Management offers more than 20 Sales & Service related courses/workshops that can support the training needs of virtually any business, in any industry. If your business wants to take advantage of the grant so that you can expand on your Sales & Service related training for your employees X5 would be pleased to discuss your organization’s training needs. Contact X5: info@x5management.com

“X5 Management has provided professional development to our team to improve outcomes of various initiatives and projects. We have been very pleased with the impact that X5 has had on our business, specifically on how we communicate internally and how we impact customer service. We look forward to the continued professional support that X5 will offer our business. X5 Management was referred and recommended to us, and we are very pleased with their approach and impact that they have had on our business.” -Eddy Stahl, President Stahl Peterbilt Inc.

“We engaged the services of X5 Management to help enhance our Edmonton and Vancouver team’s soft skills and to develop their professional growth. We have found the team at X5 to be very easy to work with and committed to tailoring their approach to meet our specific needs and objectives. We have been very pleased with the impact that X5 has made.” – E. Najjar, President and CEO, Carco Auto

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Top 5 tips for Team Development

by mikemack on August 1, 2015

Collaboration, teamwork, idea sharing and prioritizing organizational initiatives all seem like they would be foundations to business growth and success. All organizations have specific challenges and opportunities that require discussion and attention in order to move forward in a positive direction. However, very few growing organizations take the time to work “on” their business for planning, communicating as a team, and confronting the issues that stifle productivity and team development.

Recently, our team conducted a survey with some of our business connections in the Edmonton community. The intent of the survey was to identify what topics on team training and development would be most beneficial to stimulate team development and success. Below is a list of the top employee training and development topics on the “wish list”, based on our survey along with a brief description.

Effective Communication: Effective communication amongst organizations and their teams can be the number one success contributor. Having systems in place that keeps employees informed, engaged and productive is key.

Customers Service skills: Do your team members relay a consistent message to your customers? Is it remarkable? Getting feedback from your customers on your products and services and applying/implementing their suggestions will help retain them.

Creating daily habits that get results: From the time you wake up, go to work, serve your customers, have dinner with your family and finally go to bed, your habits matter. Good habits are valuable and some “bad” habits can drain momentum and results.

Dealing with Conflict: Workplace conflict can be a significant distraction and productivity killer. It can also break up teams and result in employees leaving their jobs because of unhealthy relationships. Identify the cause of these issues and why the conflict exists. Learn how to collaborate with your colleagues and customers.

Sales Management: How do you coach and lead your sales team? Managing and communicating expectations from the top down will help sales team members understand what they are doing well and where they may be able to improve. Do you inspect what you expect?

DID YOU KNOW????

If your business is approved for The Canada-Alberta Job Grant, this grant will cover 2/3 of the cost of new training initiatives, to a maximum of $10,000 per employee to a maximum of $300,000 for organization. This is a way to realize a return on your investment, as the grant requires your business to pay for your training cost when training starts. You will receive 1/3 of that training cost shortly after your initial investment. At the end of the training (e.g. 6-12 months) your business will receive an additional 1/3 of that total training cost that you invested in your employees. How’s that for a return? Canada-Alberta Job Grant FAQ

Our business, X5 Management is excited about this great news for Alberta business for several reasons:

It is a tremendous opportunity to realize a return on your training costs.
The Grant encourages Alberta business to invest in their employees now.
Investing in your employees can reap future benefits for your business when the economy heats up again…..and it will.
Now is the time to invest in your greatest asset….your Team. Training and development will get your business ready for future growth opportunities!

X5 Management offers an extensive list of Sales & Service related courses/workshops that can support the training needs of virtually any business, in any industry. If your business wants to take advantage of the grant so that you can expand on your Sales & Service related training for your employees X5 would be pleased to discuss your organization’s training needs. Contact X5: info@x5management.com

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The King has left the building

by mikemack on July 2, 2015

Elvis Presley is still regarded as the “King of Rock and Roll” and through his concert career it became a standard line from his show announcers to say that Elvis, aka “The King” has left the building. (Meaning, the show is over – go home…..he wasn’t coming back for an encore). It is still used to indicate that someone has made an exit or that something is complete.

If CUSTOMER = KING what does it mean when your customer leaves your building, or business? Does it mean that they left your business feeling happy, satisfied or fulfilled? Does it mean that something is complete? i.e. Remarkable Customer Satisfaction? Does is mean they left your business, and won’t be back for an encore? i.e. Another appearance.

A few months ago I had a customer service experience that was “less than stellar”. This business: “Less than Stellar Business Inc.” (I will change the name to protect he innocent 🙂 ) allowed me the opportunity to leave their business, and I must admit that I didn’t feel like a king. Ironically, I wasn’t even looking to be treated like a king….I simply wanted to receive “reasonable service for reasonable pay”, but alas, this didn’t happen. All aspects of the “almost” sales and service process were poor. I say “almost”, as they didn’t get my money. I left before things went too far. In other words, I decided to walk away and avoid further disappointment. Sadly, no one was running to the door to save my business.

Does Customer = King? In my opinion, if your business is looking to grow revenue, offer more products and services to your customer, gain more customers, then your “customer” must be king. While being a king is all about royalty, being a customer is all about loyalty!

How to treat your customer like a king?

Be Remarkable. (Give your customer something “great” to talk about)
Assess your moments of truth from your customer’s eyes. (eg. greetings, smiles, cleanliness of your business, etc.)

Determine the Lifetime Value of your customer. (i.e. Revenue/transactions; Transactions/year; Revenue/year; # of years that customer will be “your” customer; Customer lifetime value; Likelihood of “great” and remarkable service keeping your customer.

Determine the cost of poor service. (How many people will an “upset” customer tell others about your poor service?)

Assess your Service: Reliability (Consistency); Responsiveness (to requests & complaints); Speed (of everything your business does); Competence (skilled, trained and knowledgeable employees); Value (service to price ratio); Friendly (personable, smiling).

Determine what “behaviours” support “remarkable customer service for your business.

These simple tips may prevent “The King” aka “customer” from leaving your business.

Our business, X5 Management specializes in Improving Sales & Service for business. We offer comprehensive Business Consulting Services, Coaching Services and we have an extensive list of Training and Professional Development courses/workshops, specific to supporting businesses with Improving Sales & Customer Service.

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Everyone communicates, but do we connect?

by mikemack on May 1, 2015

As I have learned from leadership guru and best-selling author, John C. Maxwell “connecting is all about others”.

As Maxwell stated in his book: Everyone Communicates – Few Connect “When you are trying to connect with people, it’s not about you — it’s about them. If you want to connect with others, you have to get over yourself”.

How can you apply this in business? Whether it is trying to sell something to a prospective customer; servicing an existing customer; speaking to your team or an audience, there is a need for connection. Ask great questions, make your message about them and listen more!

This topic gains lots of focus in our business at X5 Management. Whether we are working with a sales team or business leaders, the opportunity to improve communication is ongoing. We support sales and service teams to “turn soft skills into hard assets”.

Communication SkillsEveryone has a unique style of communication, and while there are many communication profiles/assessments that are available in the marketplace, one particular tool that we have used for more than 9 years is: What’s My Communication Style, by HRDQ. This tool illustrates 4 styles: Direct, Spirited, Systematic or Considerate.

Direct people take charge of their lives. Spirited people are enthusiastic and friendly. Considerate people value warm, personal relationships. Systematic people are accurate and objective. If you can leverage your communication style strengths and be mindful of potential communication trouble spots you have a better chance of connecting with others.

“Connecting is the ability to identify with people and relate to them in a way that increases your influence with them,” says Maxwell.

Three Questions People Are Asking About You, according to Maxwell.

1. Do you care for me?

2. Can you help me?

3. Can I trust you?

Everyone communicates, but do we connect?

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Golf Lessons or Sales Training

by mikemack on April 1, 2015

Unless you are heading for the PGA or LPGA, you likely golf for fun. Perhaps you take some lessons, or shoot a bucket of balls and chip and putt before a round. Most of us will at least do this to “try” and improve our game.

Did you know that some Golf College students average 6 hours of practice each day from Monday to Friday during college time, and then they practice and play outside of those hours as well. It is all focus as they have a lot riding on their future success. This means that when they practice they are not checking their text messages or surfing the Internet, they are going through their routines with discipline and focus.

Now, how many of us are in Sales just for fun? Almost everyone is in sales, in one form or another. While it might be fun, it generally is more serious and essential to our business well being and success. $$

As a Sales professional how much time do you actual practice Sales?

There is on old saying in golf, stating that, “you drive for show and putt for dough”. There may be some truth to that statement, however it has been suggested that every “good” golf stroke adds value. The closer a swing gets you to the hole without finding trouble, the higher the value.

Golf lessons or Sales TrainingGolf is a lot like sales. Every “good” stroke (i.e. action step within a sales process) that gets you closer to the hole (i.e. closing the sale) adds value. The objective in golf is to get the ball in the hole in the fewest possible swings. (i.e. steps in the sales process)

Sales, like golf, requires practice, but as my life/business mentor, Arnold McLaughlin suggests, you must have “perfect” practice to improve your game. Practicing bad habits won’t win the day! (Arnold has 50 years of Sales experience and is still an active Commercial Realtor in Vancouver at the age of 80, and continues to perfect his game and helps me perfect mine)

One of our service offerings at X5 Management is to coach, train and consult many sales professionals for our corporate customers and we have identified three areas that make the difference from the average sales professional to the championship sales professional.

FOCUS, WILL, and CAPABILITY

Like golf, the sales professional is Laser Focused on the goal or objective. i.e. Sink the putt, or close the sale) You won’t see the leader at the PGA Championship walking up to the 18th green with a mobile phone in his hand and texting friends and family about how awesome his round is. So, why is it that so many sales professionals (or any other career for that matter) do this daily, to intentionally distract them from their game? Focus on the task at hand and avoid distractions that take you off of your “sales game”.

Winners in golf and sales are Willing to “practice”, eat healthy, exercise, meditate and get plenty of rest. As a sales professional, are you willing to do whatever it takes to improve your sales game? What bad habits are you prepared to stop doing? What good habits must you do more of?

Not everyone will win a PGA Championship, nor will they be the top sales producer in their industry, but all of us can be better at the game. How can you develop new Capabilities and skills to become better every day, week, month, or quarter? What do we read, study and follow to get better? Can you use the support of your Sales Manager, Sales Coach or Mentor to take your game to the next level?

A final comparison to sales and golf. A PGA tournament has 4 rounds. A fiscal year in your business has 4 quarters. You can have a bad round or quarter, but the key to getting back on track is to focus on the outcome, make necessary adjustments and avoid distractions that don’t add value to your results and continually improve your game every “hole”, every “sale” and every day.

A great quote from golf legend, Arnold Palmer: “What do I mean by concentration? I mean focusing totally on the business at hand and commanding your body to do exactly what you want it to do.”

Here’s to a good summer of golf and a great year of sales success!

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Caffeine for your Sales team

by mikemack on March 1, 2015

What is the fuel that drives your sales team? Did you ever ask them?

Perhaps it’s money, success, recognition, or satisfying their customers.

Whatever drives them, it is a big factor in their ongoing momentum. Best-selling author and speaker, Darren Hardy talks about “momentum” in his book, The Compound Effect. He likes to call it BIG MO. As Hardy suggests, “Big Mo is, without a doubt, one of the most powerful and enigmatic forces of success. You can’t see or feel Mo, but you know when you’ve got it.”

CaffeineLike a great cup of coffee, Big Mo can give you a buzz and energy that can drive you through the entire day, week, month, or quarter.

The key to Big Mo as I see it, is to never lift your foot off the pedal. When times are great for your sales team, have them understand why they are successful and key doing what is working. When times are tough and sales are slow reflect on what worked in the past and get back to the basics. They may have to kick start their momentum, especially if they aren’t moving.

Within our business at X5 Management we work many businesses and sales professionals and we have observed that some have BIG MO way more often than others. Why is that? Momentum in anything we do is all about habits, consistency, discipline and a genuine desire to accomplish something specific. (i.e. Sales goals, revenue targets, etc.) Think of a well conditioned athlete. They wouldn’t workout and exercise for a few days and then blow it on bad eating habits that negate everything that they have been working on, or stop working out.

“Some” sales professionals actually stop doing what has brought them success in the past! Sales momentum is much the same. Keep up with consistent habits that produce results, and minimize the habits and routines that don’t add value. These small, but potentially valuable habits will help with momentum.

“Commitment is doing the thing you said you were going to do, long after the mood you said it in has left you.” -Darren Hardy

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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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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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