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April 2009 The Number 1 question NOT to askWelcome to the latest of be the best you can be newsletter. I hope this newsletter gives you a few more tips on making every day REMARKABLE. And read on for a million dollar lesson. Not every newsletter puts you in the million buck category. This one does!
In this issue:
The Rs Have ItWow. What a response to my last newsletter, Which of the 2 Rs are you? I asked whether your life is going to be Routine or Remarkable. A brilliant question to put to yourself every day. And let me tell you, the best time to ask yourself that question is first thing in the morning, every morning. It's a mighty challenge. One of my clients has had it laminated and put it up in her shower, just in the form of a simple question, "Is my day today going to be Routine or REMARKABLE?" Great stuff, Jenny. And Simon and his leadership team have actually set up a Routine Vs. Remarkable training session. And what a powerful spin they've put on my basic question. Simon, Meahan and their team are looking at a 2 hour intensive, asking themselves for examples of remarkable leadership, for ways of taking time to do something extra tailored to their individual clients, for ways to be brilliant. A few of the challenges that they have recognised are:
Objective here is to acknowledge it's easy but not easy to do it all the time.
The Number 1 question NOT to ask
If Simon and his team are confronting the reality that, even in their own workplace, they're going to come up against cynical employees, how much more are you going to encounter that challenge out in the wider marketplace, in these times of economic uncertainty. If it's tough for Blackbelt in Excellence people, how much tougher is it out where you're doing business? So let's get really smart. Let's not make the mistake everybody else makes. Let's strenuously avoid asking the question, "how's business?". If you want to hear doom & gloom and stories about how tough times are and how bad everything is, let me tell you, "how's business?" is the Number 1 question to ask! But we're Blackbelt in Excellence people. We do it better. We jump on the phone and say, "hey, when can I buy you a coffee and a muffin? I have got some FANTASTIC ideas on how we can grow your business together." Or we see a newspaper or magazine article that's all about one of our clients' business, or personal hobby, or sporting passion, and we cut it out and send it to them. That's a one percenter that gives you a magnificent opportunity to be an inspiration to other people, to impact on their lives in a powerful way. That's being Remarkable. One of my clients recently flew to the US on the new Virgin Australia airline. It was just a brief trip, organised for him by friends in the US. Waiting for him when he got back was a 'welcome home' card in the mail from his goddaughter, who happens to be a travel agent and who's hoping to get the nod to organise his trip to Europe later in the year. She asked him how his trip was, and for a few words' review on V Australia. In all, she wrote 27 words on that card. Would have taken her less than 60 seconds. But do you think any other travel agent has a hope in Hades of getting Clive's Europe business later this year? Easy to do (and, of course, easy not to do). Keep in mind that your clients and your customers (even your own team members) are high achievers. It's just that their confidence may be shot these days. All the pessimistic talk in the marketplace has rubbed off on them. Their portfolios may be going backwards, they may be getting advice to downsize or lay off staff, their creditors may be pressuring them, their banks hassling them. Remember, you don't lose your ability overnight, but you CAN lose your confidence. So these are the people you're dealing with. What you have to do is figure a way to make a difference in their lives, from their attitudes and beliefs all the way through to their businesses. You have to do your homework, of course, know the markets etc., but never lose sight of your mission...to be the best you can be, and to make a difference. And the first thing to do – the first step to take – is to work on yourself first. Read inspirational stuff. Take actions. Differentiate yourself. This is most definitely NOT, my friends, a time to be ho-hum (i.e. routine). Remember, you can't impact on what the government's doing, what the global markets are doing, the drought, the economy, even maybe on what your customers are doing, but you can focus on differentiating yourself, on being the best (i.e. most remarkable) you can be. Make that extra phone call. Forward that article. Write half a dozen thank-you notes and post (not email) them. Put an arm around someone's shoulder. Send someone a text asking how they're going, or how their kid did in the exams, or what a great win their team had at the weekend. Invite them to come to the big game with you, your treat. It's all about what you CAN do. Focus on the CAN. I'd love to hear some of your stories about some of the areas where you've impacted on or inspired a colleague, a client, a friend. Write to me any time. info@blackbeltinexcellence.com.au
New stuff on the websiteIf you jump onto the website ( blackbeltinexcellence.com.au ), and click on the "Peter Thurin on NatChat" link, you'll see three new segments. A little while back I appeared as a guest on Mirella Rich's 30 minute TV chat show Natchat on Melbourne's community television station, Channel 31. Mirella gave me the whole half hour, and we talked at length about all the important stuff you can be doing to make a difference, to yourself and to everyone else. What I've done is divided it up into 3 bite-size chunks, and turned them into a YouTube link. So there's 3 segments, where I chat with Mirella about things like reaching goals and commitment and making powerful choices and having fun and top performance and risk-taking and one percenters and getting fitter & healthier and getting into the game and habits and choices...all the choice, meaty things that will help you get from where you are now to where you want to be. Check it out at your leisure. There's some great material in there, just a click away. Bottom line is I wanted to help the viewers realise that in life we make choices all the time. I just want you to make sure that the choices YOU make take you in the direction you say you want to go. Maybe jumping onto any one of those 3 YouTube links will make a difference to you. And while you're there, don't forget about those fantastic audio podcasts on my website. We cover topics such as money, health, family, life balance, work, career, being the best you can be. All good things! All zero cost. Have a listen on line, or download them to hear later.
Feedback: The Million Dollar LessonThere are two parts to this quick lesson. It's about million dollar behaviour. This is a story I came across and sent out to lots of you recently: The Million Dollar Lesson. Episode 1. A cab driver taught me a million dollar lesson in customer satisfaction and expectation. Motivational speakers charge thousands of dollars to impart his kind of training to corporate executives and staff. It cost me a $12 taxi ride. I had flown into Dallas for the sole purpose of calling on a client. Time was of the essence and my plan included a quick turnaround trip from and back to the airport. A spotless cab pulled up. The driver rushed to open the passenger door for me and made sure I was comfortably seated before he closed the door. As he got in the driver's seat, he mentioned that the neatly folded Wall Street Journal next to me was for my use. He then showed me several tapes and asked me what type of music I would enjoy. Well! I looked around for a "Candid Camera!" Wouldn't you? I could not believe the service I was receiving! I took the opportunity to say, "Obviously you take great pride in your work. You must have a story to tell." "You bet," he replied, "I used to be in Corporate America. But I got tired of thinking my best would never be good enough. I decided to find my niche in life where I could feel proud of being the best I could be. I knew I would never be a rocket scientist, but I love driving cars, being of service and feeling like I have done a full day's work and done it well. I evaluated my personal assets and... wham! I became a cab driver. One thing I know for sure, to be good in my business I could simply just meet the expectations of my passengers. But, to be GREAT in my business, I have to EXCEED the customer's expectations! I like both the sound and the return of being 'great' better than just getting by on 'average'" Did I tip him big time? You bet! Corporate America 's loss is the travelling folks' friend! Episode 2. Feedback from Cookie (David Cooke) at WHK: I had the most amazing conversation with one of my favourite clients on Friday afternoon. Ken & Donna are clients that have been with us since they bought a panel beating business about 8 years ago. They have an excellent reputation for high quality. As panel-repair shops have been closing all around them, their business has gone from strength to strength. Their story is similar to Pete Thurin's experience in the pharmacy business in Toorak Village – from 6 shops down to 2. We got chatting about what we had been doing in our firm with Pete. We talked about the email that Pete had sent during the week - the million dollar lesson, and Ken went on to tell me a couple of examples of how they handle their customers - not just the odd customer, but every customer - all the time... First he told me about an elderly lady that had dropped her car in to be repaired. Ken gave her a lift up the street - not just to near where she wanted to go, but drove up and around a round-about to drop her off precisely at the shop where she was going so that she didn't have to cross the road! As Ken went to drive off, she tapped on the window - "Thankyou so much for doing this for me - I may be old and usually treated like I am senile, but I'm not - and I really appreciate what you've done for me and how you have made me feel". Then he went on to say, the guy that had just picked up his repaired ute while I was there - as he gave him the keys, Ken said to the customer, "I know your car's right, but I want you to drive it up the street and back again, and then let me know how you're feeling. I don't want you to be just happy with it - I want this to have been the best experience you could have imagined". Meeting expectations is not what its about - its about exceeding them - the wow factor. Some people have this drive inherently in them, and our ponderings was how we transform this into all our teams. Cheers, Cookie, thanks so much for letting me share that with everyone. Talk about making a difference. Talk about the one percenters. Talk about the 'wow' factor. Any time you'd like, I'd be glad to get across the desk from you and plan ways to put these kinds of inspirational stories in front of all your team members. It's precisely what Blackbelt in Excellence is all about – being the best you can be. Being remarkable, never routine. Email me on info@blackbeltinexcellence.com.au or phone +61 407 568 416. We love it when we get it!William, a friend of mine, had to get the family dog to the US recently, to be reunited with one of his daughters, who lives there now. Pete was recommended a firm in Tullamarine called Jet Pets. Over the course of a couple of weeks, Pete was impressed by the efficiency of the company and, in particular, by one of the people he dealt with most, a girl named Erin. After the dog was happily reunited with his daughter in America, Pete emailed Erin: From: William Thanks so much for writing, and yes, a pity I missed the chance to say thanks face to face. I'm sure that, for you, it's all a natural part of your day's work, but OMG, from what Hayley tells me of the reunion, it was outa control, and there are plenty of reasons for you to be deeply satisfied that, even though it's your job, you did your job with efficiency, commitment, friendliness, focus, enthusiasm and downright JOY!!!! All qualities not lost on people who care about making the world a better place. Erin McLeish does wonders!! Erin McLeish makes a bloody difference!! Great work, Erin. And how do you think that might have made Erin feel? From: Erin McLeish Thanks William – your message gave me the biggest smile I've had all week! Kind regards, It's what I talk about month after month, week after week, day after day. Doing the one percenters, taking the little bit of extra time. 60 seconds to write a postcard to a potential client. 60 seconds to go round the roundabout to the other side of the road. 60 seconds to write an email of thanks and appreciation. 60 seconds to stop off on your way to work and buy a copy of the Wall Street Journal for the back seat of your cab. Easy? Yep, simple. But inspirational! Look at Erin's response. The cab driver's passenger. Clive when he received his postcard. The elderly lady who everyone thought was senile. As I wrote last month, do the small stuff. Add value. Build relationships. It's Outstanding Vs. Ho-hum. It's "Remarkable" Vs. "Routine". And it's all your choice. Thanks for joining me again this month. Keep well. And keep going.
As you know, part of the proceeds of every copy of my book "be the best you can be" go to the wonderful people at ACCYO (The Australian Council for Children and Youth Organisations) which is helping to make Australia a safer place for our children. www.accyo.org.au And if you'd like to book blackbeltinexcellence for your next conference, workshop, seminar or success training, just click here. I'd be happy to talk to you about awe-inspiring ways I can lead you personally and your company forward into the future with confidence, energy and commitment.
And remember, I'm always happy to work one-on-one with you too. blackbelt in excellence specialises in:
To your success. Be the best you can be. Best wishes, Peter Thurin 61 407 568 416 www.blackbeltinexcellence.com.au P.S. Don't forget to visit my new blog "be the best you can be" |
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