When I was seven, my parents purchased my very first album for me — “Tapestry” by Carole King.  I was intrigued by this album, playing it night and day.  I remember they had also purchased me one of the box phonograph record players and a set of headphones (which they would soon regret).  Every day I would play the album over and over, singing at the top of my lungs, with the earphones on.  That’s right, they heard only me and not the background music.  Let’s just say it wasn’t pretty.  I believe I was grounded more than once for singing so loudly.

So, Saturday night when I had the chance to be in the same stadium with the person who influenced me so much as a youngster, I was thrilled.  (I actually started playing piano and singing due to much of her influence.)  I had waited for the concert for many years but really, I had no idea how it would completely change my life.  Carole King brought to the stage something amazing — a true talent, a true professionalism and her complete love of music.  She received a total of eight standing ovations — each more deserving than the other.

What does this have to do with customer service?  As I sat there I thought “I wonder if in 1972 she had any idea that she would be here today”.  Sure she did.  She has a complete passion for what she does.  She has had many ups and downs in her life (her biography will amaze you) but yet, she has continued to pursue her passion.

She sang her hits such as “I Feel The Earth Move”, “It’s Too Late” and “So Far Away”.  She also brought a rendition of “(You Make Me Feel Like) A Natural Woman” that gave me goosebumps.  She had her original band with her (yes, her original, from the 1970’s).  They simply got on the stage and had an amazing time, letting us all be a part of it.  Ask yourself how many times you think she has sang “It’s Too Late”.  But Saturday night you would have had no idea.  She sang it like it was the first and with a TON of love and passion in every note. 

Her piano skills rocked.  That, along with a great band, some incredible backup singers, a fantastic partner (James Taylor) and an audience that was so engrossed in the event that you didn’t hear a peep out of them until they roared with applause, made the night not just a concert but a true event.  The tickets were not cheap but my thought was after I left that I would have paid even more for that experience again.  So many people said the same thing on the way out.

Give your customers an experience they will never forget.  Bring passion to your job.  Embrace your job.  Do something you love.  Carole does!  Carole, you will forever be my role model.  “I WANT TO BE LIKE CAROLE!”.  Now, I need to go to the Music Room and sing! 

So, you are out shopping on your day off.  You attempt to pull into a parking spot when out of nowhere, this car pulls in and takes your place.  You get out and start screaming and yelling.  The person yells back.  On Monday, this person actually shows up at your business as a customer.  They remember who you are and leave. 

The question becomes — are you really always representing your company?  Well, as an owner of a company, I can tell you that I am always represting mine.  Heck, I have my logo plastered on the back of my vehicle.  So, if I cut someone off, guess what?  They know exactly who I am.  Does it mean I have to mind my P’s and Q’s all of the time?  Absolutely.

Yes, I know your company doesn’t pay you 24/7 but remember, you will have to face that customer someday. 

Also, if you treat someone poorly in your position, they may wait on your some day.

I am at a large box store and while the checker is checking me out, she says “did you find everything you were looking for”?  (Great job!)  I said “actually, I bought two bags of charcoal but could not find the charcoal lighter”.  Her tone of voice changed and she said “well, it SHOULD have been by the charcoal” (as if I didn’t know that).  I said “I’m sorry, I didn’t see it.  Could someone get me a bottle of charcoal lighter?”  She looked around and then looked at me and said “we don’t have anybody here that can help you”. 

Okay, so why did you ask me if I found everything?  UGH.  I truly believe that is why customer service providers do not ask that question, in fear that someone will actually need them to do something extra!

By the way, I spent $310.00 at this business, not that it really matters if I spent $1 or $1,000.  What are your thoughts?

As the Executive Director of the Troy/Maryville/St. Jacob (Illinois) Chamber of Commerce, I spend a lot of time with public, especially with our Troy Family Summer of Fun program.  Every Friday night we have an event in the park.  We have distributed postcards and everyone who has six stamped gets put into a drawing so it is a great opportunity for me to meet everyone.  When I thank people for coming they are “shocked” that I am thanking THEM.  I have such a great reaction from meeting people that I really look forward to it every week.

So, consider just saying a sincere “thank you” to all of your customers — new and old!  Remember, a simple “thank you” can go a long way. 

In my training, I always encourage customer service providers to develop relationships with their customers.  One sure way to help connect you to a customer is making great eye contact.  If you are not very good at making great eye contact, try this.  The next time you are having a conversation with a customer, look at the color of their eyes.  That will assure making eye contact.

I have always said that you must have a passion for your career and if you have that, it will never be a job.  I recently wrote the article below to celebrate my 10th anniversary with the Troy/Maryville/St. Jacob Chamber of Commerce and wanted to share…………….. 

Without a doubt, I have the best job in the world.  On June 6, I will celebrate ten years with the Troy/Maryville/St. Jacob Chamber of Commerce.  In some ways, it seems like only yesterday.  I remember my interview — I was so nervous.  We had just moved to Troy two months prior and I knew absolutely no one.  I answered an ad in the Times-Tribune and was contacted for an interview.  I remember thinking to myself that there was absolutely no way they were going to hire me.  But, after two interviews, my dream came true.  At that time, the Chamber office was located in the building in front of Troy SuperValu.  We had one room in that building.  Boy, we have come a long way.    So, here we are, ten years later, having met hundreds and hundreds of absolutely incredible people along my journey.  My wish is that everyone enjoys their job as much as I do.  The trick is really to surround yourself with great people.  I have been lucky enough to have an incredible Board of Directors each year, which have trusted me enough for ten years to empower me in my position.  Our Ambassadors continue to promote our Chamber, helping our membership grow to 384.  We have had some wonderful office staff and interns throughout the years as well.  How about the three best mayors in the entire world — Troy Mayor Tom Caraker, Village of Maryville Mayor Larry Gulledge and Village of St. Jacob Mayor Ray Muniz.  These three individuals have been and continue to be great role models.    My family and friends, who have been with me throughout my journey, have been so supportive of my crazy hours and my crazy requests.  I don’t think they knew that when I took on this job that they would be brought on as volunteers!  Let’s not forget all of the Chamber members who continue to support our organization!     There have been so many other changes over the last ten years — a newsletter, a website, two office moves, our e-news, branding of our organization, three logos, new resident packets, ribbon cuttings, Business After Hours, Facebook, Networking Luncheons, gift certificates, Morning Mingles, two new organizational names and so much more.  What does the Chamber’s future hold?  Hopefully a continued increase in membership, continuation of our 98% retention rate and keeping up with technology.  We are always open to new and exciting ideas so we hope that you will share.      On another note, we hope that you will join us for our Troy Family Summer of Fun Series, which is held every Friday at the Tri-Township Park in Troy from June 4 through September 27.  In June we will host Elvis (June 4), show the movie “Blindside” (June 11), hear the wonderful music of Elizabeth LaKamp (June 18) and a double opportunity of fun (June 25) with the Community Band performing and followed by the movie “Fame”.  For more detailed information, visit the Chamber’s website at www.troymaryvillecoc.com. 

I was grocery shopping at a local grocery store and heard a customer stop a store clerk and say “You have two doors to enter but only have your ads at one of those entrances.  Have you ever thought about placing some ads at the other entrance?”  The clerk responded with “We have always put the ads there.”  Okay then.

So, here is a customer, offering a very good idea, that could indeed help your bottom line, and the clerk dismissed it as if it had no value.  Based on the staff member’s response, I am sure this customer will never offer another idea again.  Even if the idea was ”out there”, the clerk could have responded in a more responsive way.

What are your customers telling you?  And are you listening? 

Although I haven’t totally embraced technology, what I do use I love.  I am a texter.  I love that I can acquire my e-mail from my cell phone.  And of course, I use my phone as a phone many times in a day.  Basically, my phone is involved in every aspect of my life.  It never leaves my side.

Interestingly, the thing that bugs me the most in society is people and their rudeness of using a phone.  You know what I am talking about — you are in line behind someone and they are on their cell phone and it slows down the line process.  Or you are talking with someone and all of a sudden they grab their phone to check their e-mail.  It as if the person on the other end is more important than you.

So, I have started to make a very conscious effort to have good cell phone etiquette.  It is actually very tough for me.  But, if the one thing that bothers me about others is that, and I can’t change others, I can only change me, then I need to change the way I handle the situation. 

Think about that.  What are your thoughts?

A great week for me is meeting new people and this week, I did just that.  I started the week on WBGZ radio (the interview is found on my home page).  We discussed a bit on customer service but focussed on social media, social media etiquette and so much more.  Mark is a wonderful interviewer and it looks like we are going to be interviewing about every other month.  Then I spoke with three brand new clients this week, two of which requested customer service training and one had a variety of training compiled into two hours.

 My heartfelt thanks to those clients who bring me into their business just to help them add a little “WOW” to their day.

I had a question arise in training that I wanted you to think about.  You post “my boss is a jerk” on your Facebook page.  Should there be repercussions at work?  Or, should this type of post really prevent a potential employer from hiring you?

Just remember, with today’s economy, you do not want anything to prevent you from getting (or keeping) that job so be aware that whatever you post is public knowledge.  This is a whole new world and we are just in the beginning of issues like this.  Remember, think before you post.