Several years ago, a Canadian musician’s $3500 Taylor guitar was severely damaged by baggage handlers from United Airlines. When Dave Carroll couldn’t get the airline to take responsibility for what they had broken, he made a music video that was viewed by millions on YouTube, creating a public relations nightmare for United.
Wikipedia reports, “It was widely reported that within four weeks of the video being posted online, United Airlines’ stock price fell 10%, costing stockholders about $180 million in value.” (That would’ve bought over 51,000 replacement guitars!)
I bring this up because a couple that lives near us in Las Vegas had a terrifying incident at a local Starbucks. Lauren Weyand writes on Nextdoor:
“5 or 6 teenage kids came in shirtless, shoeless, and screaming profanities at each other…using incredibly vulgar language and pulling all of the food products out of the fridge section with no intention to buy anything. They asked the cashier for large water, one for each of them. Each of them was given water. They were heading out of the store.
My husband saw them line up — waters in hand — and said, ‘Ready, go!’ Before I knew it, I was hit in the head with a water cup. Two large cups of water doused our computers and us. We were startled and overwhelmed by what had happened. The whole store acknowledged the incident and asked us if we were okay. The Starbucks staff said nothing and started mopping up the mess. Nobody contacted the police or managers to ask for help with the situation that had just occurred.”
Weyand continues that she and her husband later returned to Starbucks to speak to the manager about what had happened. They were told they could not have video of the incident, and no police report had been filed because an employee got tired of waiting for the police to answer the phone, so they hung up and didn’t try again. The manager then led them to the door and told them more information would be forthcoming.
Look, we could turn this issue into a political or generational topic and press hot buttons all day long. Let’s not – that isn’t what this commentary is about.
At the current point, the Weyands must buy two new laptop computers, as neither of the ones they were using at Starbucks is now working because of the water damage. The Starbucks helpline – using the term “help” a bit loosely here – told them the case was closed and had been resolved, even though nothing was truly handled. From Weyand’s perspective, Starbucks has chosen the profane, shirtless troublemakers who threw water in their store over two loyal customers.
When I contacted Lauren Weyand, she confirmed that Starbucks remains silent – which she understandably perceives as a lack of concern and commitment for their customers.
In the frequently negative world of social media, some are questioning if Starbucks has any liability in this matter. I’m not a lawyer, so I don’t know the correct answer – but the important issue is that we should care less about liability and be more concerned about the customer experience.
What did United do in the wake of the PR disaster over the music video, “United Breaks Guitars”? As I relate in my new book, “The Ultimate Customer Experience,®” they licensed the video from Carroll to use in their training curriculum. They’ve hired him to speak at meetings for them to emphasize the importance of the customer experience.
And United’s share price has gone from $3.25 when Carroll’s video was the hottest thing on YouTube to closing today at $53.34! That’s what happens when you listen to your customers, learn from your mistakes, set things straight with those you have wronged, and focus on the Ultimate Customer Experience!
Starbucks may save a couple of grand by staying silent and not offering the Weyands replacement laptops, hoping they’ll just give in and give up. But just like United discovered how they could be “penny wise and pound foolish,” we’ve seen from experience that ANY business, no matter their size, can get on the wrong side of the public and lose millions when basic empathy and concern for the customer is ignored.
Every customer has a right to presume they aren’t going to have water thrown at them and have their computers ruined because they chose to do business with you.
So, what should Starbucks do? I’d suggest the minimum is that they apologize, replace the laptops, and provide the Weyands with a couple of gift cards with handsome amounts attached.
(They might also increase security so that shirtless, shoeless individuals can’t enter their stores in violation of health ordinances…and provide the store’s video to the police so they can press charges.)
Starbucks should learn from its mistake. Because they didn’t get it right, they should take advantage of the opportunity to make it right. If they fail, they may discover more people than a nice couple here in Vegas who are beginning to question if it’s worth a trip to get coffee from them, as opposed to their competition, if the experience is going to be so inferior – even problematic.
(Full disclosure: I’ve had the privilege of working with United and consider their Chief Customer Officer, Linda Jojo, a friend.)
The Ultimate Customer Experience® book is now available – get yours today!
If you want to get better at what you do, there are few limits to how far you can go. With the right mindset, you can become more successful than ever before.
(That’s why Jason Bradshaw and I are conducting the “Stand Out / Earn More” program this week. You’ll discover how to register for FREE at the end of this post!)
As with any skill, learning new things and improving takes time and effort. Here are some tips for lifelong learning that will help elevate your career and your business:
Learning is how we grow as professionals
Learning is a lifelong process, and it’s not just about getting a degree. Learning is about keeping up with trends and new technology. It’s about staying ahead of the curve to keep providing your best work for customers and continue to be an asset to your company or organization.
If you want to stay current, there are many ways to learn while working:
Attend conferences and conventions related to your field (if possible).
Plan out time each week for learning new skills – whether through books, online courses, or other resources — even if it means reading just five pages daily!
You can keep getting better with discipline and action
It’s possible to keep getting better at your craft with discipline and action. That’s because self-discipline is a crucial ingredient for success. You might not know precisely what it takes or how much time it will take for you to do something well—but if you’re disciplined enough, this will show itself over time when nothing else matters but doing what needs doing right now! Whether you want to be an expert in programming, marketing, or sales, the only way you’ll get there is by setting goals and following through on them.
Track your progress
Track your progress and celebrate your achievements as you go. This will help you stay motivated, focused, and on track.
One way to stay motivated and on track is to set a time-based goal. For example, if you want to run a marathon in under 3 hours, set a date and commit to training. Once you’ve completed this goal, select another one that will help keep you motivated.
Having multiple skills is an essential part of being a professional
To be a distinctive professional, you need to have multiple skills. There are many ways that you can learn new skills: taking classes online, attending virtual summits, reading books about it, observing someone who already has those skills (i.e., watching your boss), and so forth.
Learning builds confidence so your efforts are taken seriously
Confidence is a key part of being a distinctive professional. As your experience grows, so does your credibility and, thus, your confidence. Learning new skills helps build this credibility and also helps to keep you interested in what you do.
Learning new skills helps us gain both confidence in ourselves and attractiveness as an employee or entrepreneur because our customers know we are always looking for ways to improve ourselves professionally.
Lifelong learning is key for the true professional
Lifelong learning is critical for the true professional. Lifelong learning is a skill that can be developed, taught, learned, and improved. It’s not just about what you know today; it’s about how you’ll be able to apply that knowledge in years to come.
The world is changing. To survive in this dynamic environment, it’s essential to be flexible and adaptable. Lifelong learning allows you to do just that—it keeps you informed about the latest trends and developments so that you can stay current with the ever-changing landscape.
In the end, lifelong learning is essential for anyone who wants to keep getting better.
Professionalism isn’t just about keeping up with the latest trends or being busy all the time; it’s also about taking time to reflect on your skills so that you can use them well in the future. Learning new things is important because it gives us confidence in ourselves and our work, moving people to take us more seriously.
Why wait? Go forth and learn!
This is my personal invitation to you to attend our “Stand Out / Earn More” event this Thursday, Friday, and Saturday – and I hope to see you there! You can attend for FREE!
It can be tempting to oversell our products and services in today’s competitive world. But this approach can backfire, making customers and prospects want to avoid you altogether.
This aspect has always struck me as slightly ironic, as no person wants to be around a pushy salesperson — even pushy salespeople when THEY are the customer! Yet we can easily fall into the trap of overdoing it when it comes to our own products.
Here are a few key things to keep in mind if you want to avoid over-selling:
Remember that your customers are people too, and nobody likes to be “sold.” Instead of thinking about how you can make a sale, focus on building a relationship. Focus on building relationships with potential customers rather than solely on making a sale.
In my book, ICONIC, we discuss how top producers in every industry are the ones who focus on creating Ultimate Customer Experiences ® — not those who push prospects to the point of surrender or escape. By getting to know customers personally, we can pave the road that will ultimately lead to more sales.
Next, don’t be afraid of competition. In many cases, customers will appreciate having multiple options from which to choose.
Your job is to become the most distinctive option so that you do all that is possible to ensure selection. This means you constantly ask: what is unique and remarkable about doing business with you — as opposed to your competition?
Finally, focus on engagement rather than hard selling. If you can get customers involved with your product or service in a meaningful way, they’ll be more likely to buy from you down the road.
As mentioned earlier, customer engagement is a key to avoid the appearance of over-selling.
Here are four steps to help you improve:
Make it easy for customers to give you feedback. You can make it easier for them to let you know when you provide them with a way to do business that is simple and convenient. Having this in place will also alert you when there is friction in your process that needs to be eliminated.
Use social media to start a conversation. For example, use short videos that explain the value of your product or service (from the customer’s perspective) and post them on TikTok, YouTube, Facebook, and Twitter. If you’re not using social media to its maximum benefit for connecting with customers, you’re missing out on a huge opportunity.
Get personal. Customers like doing business with people they know and trust — get to know your customers on a personal level. Examine your CRM and other tools to see if you’re recording easily accessible information that helps you remember — and use — your customers’ personal preferences.
Make it fun. As mentioned, nobody wants to be sold to — but everyone likes to have fun. If you can find ways to make your product or service more enjoyable, customers will be more likely to engage with you — and therefore, buy from you. The goal is NOT to be frivolous — but it IS to enhance the enjoyment factor of doing business with you. No one likes friction when dealing with any organization.
The key is to strike the right balance between promoting your wares and engaging with potential customers. If you come across as too pushy, people will tune you out. But if you’re too subtle, they may not even realize that you have something to offer.
Finding the sweet spot can be tricky, but it’s worth taking the time to get it right. By following these tips, you can avoid over-selling and instead focus on building relationships, engaging with customers, and becoming the most distinctive option in your industry.
(We would love to assist you in finding that “sweet spot” in customer engagement! Contact me here for more information on how keynote presentations, consulting, coaching, and virtual training can move you and your organization to distinction.)
At a time when our world seems increasingly divided and fraught with conflict, it is more important than ever to be kind and compassionate toward one another. Whether interacting with customers or colleagues, friends or family members — or even total strangers — we should always try to display good intentions and show courtesy and respect.
This pervasive sense of meanness and anger in today’s culture is constantly perplexing to me. It’s showing up in our businesses and displaying itself in almost every walk of life.
A primary aspect of a great business and extraordinary customer experiences is simple respect and kindness. Here are three steps we can take to display that we care:
1. Listen more and talk less. We can learn a lot about someone by genuinely listening to them without interruption or judgment.
2. Seek first to understand, then to be understood. This is a principle from Stephen Covey’s classic book “The 7 Habits of Highly Effective People.” It means that we should try to see things from the other person’s perspective before communicating our point of view.
3. Put ourselves in the other person’s shoes. This is similar to the previous point, but it takes it one step further. Not only should we try to understand where the other person is coming from, but we should also try to empathize with them and feel what they are feeling.
Just because a person is from a differing political viewpoint, or a dissimilar religion or a different race or gender doesn’t mean they deserve disrespect. Today’s social media has created a lot of “keyboard courage” — people sending messages via Twitter or Facebook that they would have difficulty saying in person to someone. However, part of what we’re seeing is a lowering of the standards of common courtesy. After you get away with bad behavior online for a while, perhaps it becomes easier for many to assume that you can act that way in person, as well.
Here’s a fundamental challenge when it comes to this problem. As I state in the book “ICONIC,” when it comes to reciprocal respect, the key is that YOU must go first.
This is NOT to say you should alter your opinion.
It’s not to say you should diminish your beliefs.
However, you cannot wait for the other person to show you respect before sending it their way.
That kind of “I’ll do it if you do” approach will never work! It is also antithetical to the principles of respect and kindness. Instead, we need to proactively show others that we care about them — not just with our words but with our actions.
By practicing these small acts of kindness and courtesy at every opportunity, we can bring more compassion and empathy into the world around us. If more people made a conscious effort to be just a bit gentler toward one another, perhaps we could begin to heal some of the wounds currently ripping our society apart.
Even if we only make a slight difference in this world, that would still be worth doing. Let’s try a little kindness today — in our daily interactions with others, as well as in our broader efforts to create a better society.
Mistakes are a natural part of life. We all make them — and goodness only knows, I have personally made more than my share!
One of the challenges in today’s world is the plethora of online “gurus” and so-called experts seeking to show you how to be successful, wealthy, famous, and anything else you’d want. Part of what they promise is that they’ll provide the solution to whatever your problem might be in business or life. Sometimes that message is wrapped in an air of invincibility that may lead some to imagine that their prospective teacher has never failed or made their own missteps – or that the teacher’s slight errors will prevent you from making any blunders of your own.
The difficulty with this approach — and I certainly hope I’m not guilty of it, as all I’m trying to do is deliver insights that will assist you — is that we all must make our own mistakes and learn from them in order to progress. Mistakes can teach us important lessons and help us to become better people.
Don’t get me wrong – I’m not suggesting that we should be out there intentionally making blunders! However, it’s impossible to stand out if we are in fear of not always being correct or impeccable. There are no distinctive organizations or leaders who haven’t made significant errors in judgement or choices at some point!
An essential step is understanding that personal responsibility is critical when it comes to moving up from mistakes. We must take ownership of our mistakes and learn from them. This process is not always easy, but it is essential for growth. Blaming others or our circumstances might make us feel momentary vindication for our errors, but it is also a roadblock to personal and professional development.
There is no one-size-fits-all solution for dealing with mistakes. What works for one person may not work for another. However, seven principles will help you find your way forward:
Accept responsibility for your mistakes. This is the first and most crucial step. Denial will only prolong the pain and prevent you from learning the lessons you need to know. You must own up to your mistakes in order to move on from them.
Acknowledge your mistakes to yourself and others. This can be difficult, but it is essential for rebuilding trust and relationships. Trust is vital for any healthy relationship. Honesty is always the best policy. It’s also a necessary aspect of building and maintaining trust with those you work with and live around.
Seek forgiveness from those who you have harmed. This is not always possible or necessary, but it can be a helpful step in the process of moving on. Forgiveness can help to heal old wounds and allow you to move forward with your life.
Learn the lessons your mistakes have to offer. Ask yourself what you can do differently in the future to avoid making similar mistakes. What went wrong? What could you have done differently? How can you prevent similar mistakes in the future? These are tough questions to answer, but they’re fundamental for learning and growth. Mistakes can teach us important lessons if we are open to learning from them.
Seek out support from others. We all need, as the Beatles sang, a little help from our friends. Talk to someone you trust about your mistakes and how you’re feeling. This can be a great way to get some perspective and start moving on.
Forgive yourself. This can be difficult but is essential. We all make mistakes; it’s part of being human. What counts is how we learn from our mistakes and become better people and professionals as a result. Obsessing over your errors with anger and resentment will only eat away at you and prevent you from moving forward.
Put your mistakes behind you. Once you have learned from your mistakes and taken the previous steps listed here, it’s now time to put them behind you and move on. This doesn’t mean forgetting about what happened; it just means that you refuse to continue dwelling on it. As the old saying goes, there’s a reason the windshield is larger than the rearview mirror. You have to keep looking forward. Holding onto mistakes will only drag you down and prevent you from achieving your fullest potential.
My great friend, Skip Prichard, wrote a remarkable book about this subject — it’s even titled “The Book of Mistakes.” I highly recommend it.
Mistakes are a natural part of life, but that doesn’t mean we have to like them! As mentioned earlier, I’ve certainly made them — and will undoubtedly continue to do so. However, it’s impossible to create distinction without sometimes making a misstep. Move on from your mistakes and continue progressing in your personal and professional life.
One way to avoid unnecessary mistakes – or to maximize what you learn from them – is through professional coaching. We offer coaching to a limited, select few leaders. If you’d like more information on our Distinctive Coaching, just reach out to us and let’s talk!
Make an enemy of certainty and befriend doubt. When you can change your mind, you can change anything.
Kevin Ashton
As Tammy and I sat in church this past Sunday, our minister, Vince Antonucci, began his sermon on a topic not often discussed in many religious services: the importance of doubt. Vince’s insights started me thinking about the importance of doubt — and why we should embrace ours.
Doubt creeps into our thoughts and lives in every regard — not just in religion and the meaning of life. We doubt our abilities as leaders, professionals, and parents. Typically, we try to eliminate all our doubts — but perhaps that is not the best course of action.
Doubt can be a healthy thing. It can help us examine our viewpoints and question whether they are accurate. Doubt can also lead to greater confidence because we know that we have thought through our positions and are not just blindly following them.
However, doubt can also be confusing and frustrating. It can make us feel like we are not good enough or are not progressing. If doubt is constant, it can lead to anxiety and paralysis.
“If a man will begin with certainties, he shall end in doubts; but if he will be content to begin with doubts, he shall end in certainties.” ― Francis Bacon
Here are three steps to dealing with doubt:
Acknowledge your doubt. Everyone has doubts at times. Doubt is a normal part of the human experience. When you find yourself doubting your abilities, it is crucial first to acknowledge the feeling. Do not try to push the doubt away or ignore it. Just accept that it is there and allow yourself to feel it.
Examine your doubt. Once you have acknowledged your doubt, you can then examine it. Examining your doubt means thinking through why you feel doubtful and what is causing the worry or fear.
What is causing you to doubt yourself?
Is there evidence to support your doubt?
Or is your doubt based on irrational thoughts?
Is there a specific event or situation that is making you question things? Or is it more generalized anxiety?
Try to identify the source of the doubt and explore it further.
Find a balance. Once you have examined your doubt, you can then work on finding a balance. It is essential to have some doubts in order to question our perspectives and ideas. But too much doubt can lead to paralysis and anxiety. Try to find the middle ground where you can listen to your doubts, but also trust yourself and your abilities.
It’s not my goal to make a political statement here, but I have to wonder if a bit of doubt and questioning of himself might have served Mr. Putin well in the current crisis. Many outside observers believe that he entered the current conflict with overwhelming (and inaccurate) certainty. It is also reported that he surrounds himself with “yes-men and women” who refuse to question or challenge his ideas and perspectives.
During the Cuban Missile Crisis, John Kennedy constantly challenged his advisors to offer contradictory viewpoints. He embraced doubt and rejected his Generals when they presented approaches with abject certainty. He relentlessly played the “what if” game with his team to analyze every possible move and potential response. The result is the world was spared a nuclear war.
Learn to listen to your doubts and question them. But also learn to trust yourself and your abilities.
It’s not that iconic professionals and leaders are without doubts. Instead, they know how to embrace and leverage their doubts into greater productivity and performance.
