Last week I spoke for the 300 leaders of a major department store chain. They were smart+passionate+dedicated. The kind of people I love being around.
One of the leaders gave a brief presentation before me. He spoke of the organization’s mission. It’s values. And it’s authentic commitment to being Merchants of Wow. Then he mentioned something that struck me. Every Sunday night, he personally calls customers who have given negative feedback. He picks up the phone and makes a connection. He does what the best leaders do: he listens. He explained why he carves out time to do this on Sunday nights: “it’s personal to me.” His devotion to the mission matters that much.
Here’s my point: in a world filled with people who are bored+apathetic+looking for the latest way to escape the doldrums of their work, this leader cared. He understood that even one unhappy customer was one too many. And that feedback is how the best become better. So he made it personal.
Make Your Business Great!
P.S. If you want to discover a system used by the best small businesses in the world to double profits within 16 months as well as how to do this while you enjoy your life a lot more, here’s the information – click here.
P.P.S. In case you missed it, here’s a training video where I share “The 11 Obsessions of Remarkable Entrepreneurs”, thousands of business-builders from across the world have found it very valuable: click here to watch.
Tags: customer service, customers, leaders, success
i love the word how the best become better, its helpfull to find suitable way for elevate motivation and increase enthusiasm,
Hi Robin,
Leave customers with a WOW, never with a HOW!
I think that this person is a great example how small and simple acts can do a big difference. He also showed authenticity and to be able to give that 1%, the extra-mile! A true LWT! ;)
Thanks for your inspiration.
Keep leading without a title…ultimately from your Within! ;)
Wishing you always a great success.
Linda Lattuca
hi robin,
Sometimes we neglect or ignore certain small things which can change whole scenerio.
Really a good reminder from u not to ignore….
Adding one more checklist for the day..
Great to have mentor like u.
Thanks
Hi Robin (& others)!
It’s obviously good to feel like personal. Whether you’re a customer or seller, When someone stranger comes to you and get deeply involved with you- You start discovering something undiscovered.
Let’s try getting personal with others!
Thanks!
hello sir,
You have always been my idle since i read your book “monk who sold his Ferrari”. Truly awesome. you are doing great job keep it up. i have a question to ask you, do you think thought is matter. i read it in a book of J.krishna murti. i was completely baffled by this thought.
Thanks a lot sir for your gift.
Alok kumar.
Hi Robin
Do you have any plans of a cost effective course in India?
Will benefit most of the cash strapped folks (like me :-) )
Regards
Vijayashankar
Hi Sir,
I have been started reading your books from last one year. The helped me a lot
in increasing my confidence. You are doing a good job. I just want to ask a question
that how to follow a schedule in your daily routine. I am unable to do this.
Thank You.
Regards:
Manoj Mittal
Dear boss i have done my MBA2009 since 2009, i am working for com,they are{ means team }using old sales and motivation concept i refer ed so many book of other’s and your”s now i want implement new ideas what i have to do i at first stage at management level please guide me .please write about corporate linked book which book lead and make good leader and situation handling skills.
your follower
pampa
Hi Robin,
U are & will be my inspiring factor after I read your book The Monk Who sold His Ferrari.This was when I was low and down in my job for being too honest.This book has changed my perception towards living life and i have choose to live life with dignity and not to get bogged down by such scenarios. Ur other book like Who will cry when I die is also truly inspirational.
You should author some more of them since these knowledges are essential and required in todays world.
Feedback where we can improve is indeed gold. I loved this person’s dedication to connecting and improvement.
Hi Robin,
You don’t know how excited I am today about my life. I had never ever felt so confident and happy about my self in my whole life. I am from India, and I was traveling so on the way I was exploring everything suddenly I saw a book with a picture of bald headed guy smiling on the wheeler in some railway station. I didn’t even miss a single chance to get that book and start reading it, Even though I never used to be a book junkie, I used to think that books are good when they are kept in libraries… ;) I still don’t know why did I really pick that book. But now I spend most of my time in reading… and when I finished the book I was really disappointed and asked my self where do I stand and what am I doing? and the rest was the inspiration which made me to act on my dark sides of my life and to create the me I am now. This was Three years back when nobody knew Robin Sharma over here, Maybe few knew but I never met that person. But I really want to Thank You so badly because If you wouldn’t have left your law career and started writing and created the LWT concept I would have been dead by now and you wouldn’t have got this message. It’s so interesting & amazing to see how people connect with each other. Your concept’s are simple but yet very powerful ones. I start my day with your book called “Daily Inspiration’s from the monk who sold his ferrari”, I walk to office listening to your podcast’s on my Ipod. Now I cannot leave even a single day without reading the book or taking in some inspiration from my very own coach “Mr. Robin Sharma”. I think that the way to thank you is for me to grow more leaders around me. And yes off-course the book was “The Greatness Guide”
Once again Thank You for this Life
Cheers J
Yours Truly,
Harish Nair