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Spreading Contagious EnthusiasmTM |
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A Customer Service Story
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Seventeen Minute Dramatization of "Johnny the Bagger" now available!
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"It's good to have money and the things that money can buy, but it's good, too, to check up once in a while and make sure you haven't lost the things that money can't buy."
G.H. Larimer
"Life is like a song. You have to enjoy it while it plays because you never know if it will come on again."
Paul Gaugin
"There is more hunger in this world for love and appreciation than there is for bread."
Mother Teresa
"The best things are nearest: breath in your nostrils, light in your eyes, flowers at your feet, duties at your hand, the path of God just before you. Then do not grasp at the stars, but do life's plain, common work as it comes, certain that daily duties and daily bread are the sweetest things of life."
Robert Louis Stevenson
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BOOKS SENT TO VIRGINIA TECH
I was deeply touched to learn that the CEO of Augsburg Fortress Publishing Company sent a copy of my new book, "What Can I Do? Ideas to Help Those Who Have Experienced Loss," to the local churches, chaplains, and the families who lost a child in the Virginia Tech massacre. Not only was it a wonderfully generous thing for the company to do, but my hope is that perhaps it brought some much-needed comfort to people deeply in pain. That, of course, was my mission in writing the book.
"THE SIMPLE TRUTHS OF SERVICE" FOR EVERYONE AT SOUTHWEST AIRLINES
We just learned that Southwest Airlines ordered 35,000 copies of this book which I co-authored with Ken Blanchard, for EVERY EMPLOYEE! We are thrilled that they believe so much in its simple message of hope that they are willing to share it with everyone who works for the airline. Will YOU be a Johnny today, too?
"THE SIMPLE TRUTHS OF SERVICE" FLASH MOVIE NOW AVAILABLE WITH BOOK
Simple Truths has made a short, 3 minute flash movie based on the pictures and text in the book that can be viewed on my website by going to www.barbaraglanz.com/simpletruths. They have documented that over ONE MILLION PEOPLE have watched this movie on their website since it first came out in April. The book is now available with the DVD for $19.95.
"CARE PACKAGES FOR YOUR CUSTOMERS" TRANSLATED INTO RUSSIAN
McGraw-Hill just informed us that my newest book which came out in April, "CARE Packages for Your Customers - An Idea a Week to Enhance Your Customer Service," will soon be translated into Russian. For any of you who have heard me speak or who have purchased one of my other customer service books, this will be the perfect follow-up. It includes one simple idea, most of which do NOT cost money, that you can implement each week in your organization or department to keep your focus on serving the customer.
"BALANCING ACTS" TRANSLATED INTO KOREAN AND THAI
When Dearborn Trade Publishing became Kaplan, they discovered that we had never been informed that "Balancing Acts - More Than 250 Guiltfree, Creative Ideas to Blend Your Work and Your Life" had been translated into both Korean and Thai. They sent me one of the copies, but unfortunately, I cannot even tell which one it is! However, it is exciting to think that people all over the world are being encouraged and helped by my work.
BARBARA TO SPEAK IN EGYPT
I have been asked to speak in Cairo, Egypt, December 2 for the 4th Annual Employment and Career Development Fair sponsored by the Chamber of Commerce. It is a dream come true since I have always wanted to see the Pyramids!
And on a personal note, I recently returned from a weekend reunion with ten of my high school girlfriends from Harlan, Iowa. Their picture is attached here. What a great time we had "reliving" those wonderful, carefree years! ;-)
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This idea is excerpted from "CARE Packages for Your Customers -- An Idea a Week to Enhance Customer Service", McGraw-Hill 2007.
Any of you who are focused on customer service will find this book an invaluable resource. It contains one simple idea a month for an entire year to keep your organization focused on building customer loyalty.
1. "Determine the Lifetime Value of a Customer"
THE IDEA:
You can determine the lifetime value of each of your customers using the following formula:
Amount of money spent annually $________ X the length in years of the relationship _________ = the lifetime value of the customer $_______. .
THE IDEA IN ACTION:
I have written several times about a local cleaning establishment which has given me extraordinary customer service. They always take my word for things-- for example, if they did not get a spot out the first time and I ask them to re-clean a garment, they do so immediately and graciously; they often give me something at no charge such as replacing a button or sewing up a tear; and they always give me special service, remembering my name and carrying my clothes to the car.
If I spend an average of $70 a month on cleaning, my annual value is $840. If I live in the area for 30 years, my lifetime value to Gateway Cleaners is $25, 200! ($840 x 30 years = $25, 200). You can clearly see why this organization wants to keep my business.
If they keep the long term picture in mind, they certainly would not want to take a chance on losing a customer worth $25,000 over a $7.00 cleaning bill, even if they questioned my honesty in asking to have the garment re-cleaned or re-pressed at no charge. Can you think of how many times an organization has argued with you over a small charge when you have been the customer, and as a result, they have lost your business for a lifetime?
Can you determine the lifetime value of one of YOUR customers?
Annual $_______ x ______years = $________ lifetime value.
TIPS FOR IMPLEMENTATION:
Always keep the long term relationship with a customer in mind and don't allow small things to impact a lifetime of business. Certainly, I am not advocating you "give away the store," but I am encouraging you to think in bigger terms than just the immediate request. This is what builds customer loyalty.
Another reason for the importance of building customer loyalty is a statistic that says it costs at least five times as much to get a new customer as it does to keep an old one. So, you will help keep expenses lower and profits higher as you build customer loyalty.
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WHERE IS BARBARA?
JUNE
7 VMS, Chicago, IL
19 St. Alexius Medical Center, Hoffman Estates, IL
20-21 Capitol District Physicians Health Plan, Albany, NY
22-23 International Conference on Humor and Creativity, Silver Bay, NY
24-27 Society for Human Resource Management National Conference
(Presentations 6/26 and 6/27)
JULY
2-3 Hold, SAFC Biosciences, Lenexa, KS
5-7 Visiting Family in San Diego, CA
7-8 Mastermind meeting, San Diego, CA
9-12 National Speakers Association Convention, San Diego, CA
17 Best Buddies, Indiana University, Bloomington, IN
19-22 Blowing Rock, NC
24 Central Minnesota SHRM Conference, St. Cloud, MN
AUGUST
1-4 Filming, IQuestions.com
8 Hold, BI, Minneapolis, MN
23-26 Veteran Speakers Retreat, Hagerstown, VA
SEPTEMBER
1-8 Portland, OR
9-10 Lead Like Jesus Foundation Board Meetings, Chicago, IL
12 Nordstrom, San Francisco, CA
18-19 Hold, Coborns, St. Cloud, MN
19-20 Hold, Memorial Health Center, WI
OCTOBER
7 Hold, Industrial Asset Management Council, St. Louis, MO
9 Hold #1 Industrial Asset Management Council, St. Louis, MO
Hold #2 SOCAP, Palm Springs, CA
10 Hold SOCAP, Palm Springs, CA
22-23 Hold, BI-LO, Greenville, SC
27 RBC Dain Rausher, New York, NY
NOVEMBER
4 Campus Bookstores, Halifax, Canada
9 Hold, Florida Department of Health, Orlando, FL
10 Hold Curves International. Orlando, FL
12 Hold #1 Jack's Family Restaurants, Destin, FL
Hold #2 Chamber of Commerce, Waterford, MI
14 Hold Jack's Family Restaurants, Destin, FL
DECEMBER
2 4th Employment and Career Development Fair, Cairo, Egypt
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A Customer Service Story
For the first time in many years, ten of my high school girlfriends who grew up in the small town of Harlan, Iowa, in the southwest corner of the state, met in Omaha, Nebraska, (the "big city" to us when we were growing up), for a weekend reunion. What fun we had reminiscing and feeling like young girls again!
Afterwards, my two best high school friends, Mary Dornon (now Verdi) from Lafayette, Indiana, and Judy Lucas (now Stanley) from Tyler, Texas, and I decided to drive to Sioux City, Iowa, for a day to visit Mary's mother, Francis Dornon, who now lives in a retirement home.
We always loved Francis (of course we would never have DARED to call her that to her face years ago!), because of her childlike innocence. She was thrilled to have us come and had gotten all dressed up for the occasion, all 4 feet 10 inches and about 90 pounds of her tiny self!
We decided to take her to her favorite place for dinner, and of course we had to be there at 5:30, the dreadful time at which all seniors seem to like to eat. At that hour we were the only ones in the restaurant.
Mary, Judy, and I ordered a bottle of wine, and we laughed and laughed when Francis insisted on having a full glass, too - wanting nothing to do with the tiny one Mary first gave her! Then the waitress came to take our orders.
My friends and I each ordered what we wanted, and finally the waitress came to Francis. Francis sweetly asked her for the children's menu. With a horrified look, the waitress replied, "Oh, you can't have the children's menu unless you are under ten!"
Francis responded, "But I am ninety-six and a half years old, and I just can't eat very much. Could I please just have the children's menu with the smaller portions?
Again, the waitress rudely remarked, "You can ONLY have the children's menu if you are under ten years old!"
We tried to convince her that because Francis was nearly 100 years old, she should be entitled to the same specials as the children, but to no avail.
By this time, we were all pretty irked, and I finally responded, "Well, if you won't help us. I guess you will just have to be a story in one of my books!!"
AND, NOW SHE IS!
How sad it is that we so often find service people so tied to the rules that they do not think about the needs of the customer!
NOTE: Look at the contrasting picture of me eating my $5 steak in Buenos Aires, Argentina, in January. I should have asked for the children's menu, too!
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Johnny the Bagger: A True Story of Customer Service
This precious 17 minute dramatization of the Johnny story and all the changes that occurred in the store as a result, including winning over the cynics, getting the attention of the rather clueless manager, and even inspiring the neighborhood, can be the basis of a powerful training program in any organization. It will touch people's hearts and give them the hope that they, too, can make a difference every day by recognizing people as human beings and serving from their hearts. You will love it!
THE MOVIE IS CURRENTLY BEING TRANSLATED INTO SPANISH--Timeline to be determined.
About the Program:
"Johnny the Bagger: A True Story of Customer Service," celebrates the incomparable power of customer service delivered from the heart. Based on the work of noted author and speaker, Barbara Glanz, this 17 minute inspiring new program features the true story of "Johnny," a young man with Down syndrome who made a positive choice about his personal responsibility to provide from-the-heart service and changed the culture of an entire organization.
Johnny the Bagger will help motivate your employees to take personal responsibility for creating a positive, memorable experience for internal or external customers -- the kind of experience needed to generate customer loyalty, improve employee retention and strengthen team morale.
Learning Point Highlights:
* Explains why truly extraordinary service must come from the heart (i.e., from person-to-person connections, not business-to-person connections)
* Outlines the key mindsets and daily actions that are necessary to deliver exceptional, memorable customer service
* Equips participants to add their own "personal signature" to their work to surprise and delight customers
"The only thing your competition can't take away from you is the relationship your people have with your customers. After you experience 'Johnny the Bagger,' you will see how you and everyone in your organization can make a difference in your customers' lives. The memories you create will keep people coming back - and bringing their friends - for years to come."
Ken Blanchard,
Co-author of "The One Minute Manager" and Co-author with Barbara Glanz of "The Simple Truths of Service As Inspired by Johnny the Bagger"
Complete Training Kit Components:
* DVD Johnny the Bagger (full length 17 minute video)
* DVD Service from the Heart (4 minute video)
* VHS Johnny the Bagger (full length 17 minute video)
* Facilitator Guide
* Facilitator Resources
* Online Program Resources
* The Signature Pack (ten "Be a Johnny" Pads/Pens; ten small grocery bags)
* Ten Applied Learning Workbooks
Complete Kit: $995.00
Basic Kit Components:
* VHS (17 minutes)
* Facilitator Guide
* Facilitator Resources
* Online Program Resources
Basic Kit: $795.00
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© Barbara Glanz Communications, Inc. 2007. All Rights Reserved.
Permission is granted to reproduce or forward this newsletter with copyright and contact information intact. If you are receiving this as a forward and would like your own no-cost, no-obligation subscription, enroll at www.BarbaraGlanz.com or write SUBSCRIBE in the subject of an email to: bglanz@barbaraglanz.com. To stop receiving it, write UNSUBSCRIBE in the subject line.
Back to www.barbaraglanz.com.
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