What Stephen Covey Didn’t Teach Us

ImageYou know who Stephen Covey is. You know that he died recently at the age of 79. You know that he wrote one of the most popular books in history.

Recently, I read a summary of 10 Covey quotes that can change your life, and one of them really paralleled what we were discussing recently and how people make time for what they want to make time for.

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I can see clearly now…

Most likely, if you’re reading this, you understand the necessity of clear expectations for employees.

There is also a good chance that you understand the importance of setting customer/client expectations.

The real question is this:

Do they (customers/employees) think the expectations are clear?

How do you know?  Did you ask them?  Did they just say “yes” or did they articulate them back to you?

Make sure expectations are clearly set…from the eye of the beholder…

When is the last time you got a letter?

How is your customer service?  Do you have the right people on the bus?  Do they do the right things?  A letter like this might be a good indicator for you.  See if you can recognize the supermarket…

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I wanted you to know that I notice when a company hires the best people. On Saturday, 4/14/12, I was shopping with my 17 month old and we were in the aisle by the seafood dept. He dropped the pacifier out of the cart and when I picked it up, Dave (in the seafood dept) asked “sir, can I wash that for you?” I can tell you this is one of the outliers in the customer service world. He took the pacifier, washed it and dried it for me and said “I understand. I’ve been there.”

Please, never forget that your people are the reason “shopping is a pleasure.” I spend about $1k/month at this store but he had no idea. That’s why it’s so impressive. Great people make all the difference! I wonder how that would have looked if I’d been at Walmart…

Thanks,

A VERY satisfied customer

What are your stories like this?  Do your customers rave about your people? We’d love to hear about it.  Share your comments and let us know the other good stories.