My husband, Brent, loves pecan pie. His obsession extends to sampling it in every restaurant, as well as requesting it special made every time he visits his mother. Then, we found IT in Pawley’s Island, SC at Kudzu’s. This pie we fight over who gets the crust crumbs – even 4 days later. The nuts [...]]]>

My husband, Brent, loves pecan pie. His obsession extends to sampling it in every restaurant, as well as requesting it special made every time he visits his mother. Then, we found IT in Pawley’s Island, SC at Kudzu’s. This pie we fight over who gets the crust crumbs – even 4 days later. The nuts are fresh, it’s sweet but not overly sweet. It seems to get better with age – have you ever had a pie that got better with age? This is THE PIE that real pie lovers search for their entire lives.

It isn’t just “a pecan pie.” This is the BEST pecan pie anyone in our family has ever tasted. It’s become a staple of our diet when we go to the beach. Brent has Kudzus’ phone number on speed dial, and when our GPS says 50 miles ’till we get there, he calls and orders a pie for pickup the minute we get to town. That’s the first pie of the week. We usually have more than one!

Interestingly, Kudzu doesn’t make a big deal about the pie. They are a bakery with a super diverse line of products. Bread, pastries, cakes, cookies, sandwiches – and if you arrive late, there might not be anything left. They also have items ranging from gourmet cooking implements to local jams and salsas. We quite often buy homemade, frozen meals for two like chicken potpie or coconut rolled Tilapia when we pick up our pie. But, we have to get there quick because Kudzu closes early on Saturday and isn’t open on Sunday or holidays. They aren’t catering to the vacation crowd. The staff is courteous, but not overly friendly. They are there to say “Hi,” bag your items and check you out. I don’t believe I’ve ever seen a staff member in front of the counter. There aren’t samples or taste-tests or any of the customer-hype activities you find in other places with the quality of goods that Kudzu has.

What keeps us coming back? It’s all about the pie. There’s no need for freebies, gimmicks or over-the-top service. Kudzu’s customer experience starts with a product that represents the quality of the company so strongly that everyone can just get down to business and not have to spend a lot of time hyping how great they are.

Customer Service has been my passion for many years. I work hard on all of the “customer-friendly” actions that keep relationships with clients alive. These include an experience for them based on honesty, friendliness, helpfulness and timeliness. But none of these great qualities of customer care matter without a product or service to stand behind that transcends the team that supports it. A true Customer Experience not only covers traditional customer service points including setting, engagement and etiquette for a warm and fuzzy relationship, but also involves your company’s competency and ability to prepare and deliver a great product.

Where are you putting your company’s energies? Into a service team whose main role is putting out fires and holding up a faltering product? Or into a complete experience with a product or service that’s been so clearly designed from the client’s viewpoint that its quality supports your service team’s efforts and WOW!!s your customers?

How does your company’s “pie” stack up to Kudzu’s?

Saying thank you goes back to our earliest memories. It’s the universal language mothers coach us in when trying to teach bigger lessons about appreciation, gratitude and sacrifice. As we grow older and learn to not only give but also receive thank yous, we start to discover that the simple words actually convey a lot [...]]]>

Saying thank you goes back to our earliest memories. It’s the universal language mothers coach us in when trying to teach bigger lessons about appreciation, gratitude and sacrifice. As we grow older and learn to not only give but also receive thank yous, we start to discover that the simple words actually convey a lot of meaning that wasn’t necessarily caught when we first learned to use them.

In the corporate world, using “thank you” is a powerful demotivator when used incorrectly, and by the same token, a powerful motivator when used the correct way. What do your thanks sound like to your employees?

Wrong: Thank you as a dismissal

Think about the times you’re in a conversation or meeting that you’re ready to close. Suddenly, you turn all attention to your email or work on your desk and say, “Well, uhhh……… thank you.” Your attention gone. Meeting done.

What just happened here?  A careless use of important words has left the other person surprised, possibly vaguely unsettled, and almost slinking from your office.

Right: A better conversation closer could go something like this: With your full attention (this means eye contact) say, “We’ve had a great meeting and covered everything I needed to talk about. We’ve outlined our action items. I’m looking forward to our next discussion on Friday.” Then add the important words — “thanks for your time; thanks for coming so prepared; thanks for your research…”

The result: Your employee knows you’re still focused on him. You’re summarizing how far you’ve come together. And, you’ve given a definite closing to the conversation. He won’t walk away remembering a mumbled thanks while your head was down concentrating on something else. He’ll be even more motivated to come prepared for the next meeting. He’ll also know exactly when it’s over and time to move on.

Wrong: Thank you as a blanket statement

An employee has a good, productive day. She’s even gone above and beyond in a few areas. You notice, and without thinking throw out a “Thanks for everything!” She walks away more confused than pleased. What is “everything”? Is it possible to repeat the actions that brought this thanks? If she doesn’t repeat those actions, will she still get thanked?

What message are you conveying? There isn’t one. Again, a careless use of important words that instead of rewarding, shows employees your in-attention.

Right: Let’s start over. If it’s important enough to say thank you, then it’s important enough to be specific about why you’re thankful. Your conversation can be full of definitive reminders about what your employee has done, “You discovered the accounting error no one else could.” “You did such a great job on the research for this project that I was able to explain it easily and get buy-in from the client.” “I know you had to work extra hours to complete this task, but I can always count on you to finish a job.” THEN use the important words, “Thank you!”

The result: Your employee is motivated to repeat the action you appreciated her for. This is what is meant by rewarding the right things. Not only that, simply focusing on specific actions of those around you can lead to employee contentment and better retention. Who doesn’t want happy employees who stick around and do more great things!

Thank You

Waste of words? Demotivator for employees? Or, a powerful way to show appreciation and gratitude. A boost to morale, retention, and a reward for the right things. Think about it the next time you open your mouth to say “thanks!”

Problem True to form, I managed to find the slow line while checking out at Publix. Not only slow, but stalled. I was behind a mega-coupon queen. By the time I realized my predicament I had already unloaded my cart. So, I just resigned myself to a long, hopefully patient wait. Honestly — as a [...]]]>

Problem

True to form, I managed to find the slow line while checking out at Publix. Not only slow, but stalled. I was behind a mega-coupon queen. By the time I realized my predicament I had already unloaded my cart. So, I just resigned myself to a long, hopefully patient wait. Honestly — as a customer service leader, I have learned to temper my waiting impatience. I’m trying to work on remembering how I like to be treated when I’m the one giving service.

All of a sudden, the cowbells appeared. My cashier didn’t pause in her service to the customer in front of her, but she picked up a cowbell and rang it. Then I noticed her glancing at the Service Desk Agent. That person looked up from their customer transaction and rang a cowbell in return…whoa! What was going on here? Was it time for the cows to come home?!

Problem solved

Within a few minutes no fewer than 3 Publix employees were hovering around me — opening a new lane, moving my cart to the newly opened lane, and carrying my items from one lane to the other. Everyone was smiling and acting like this was all they had to do, including the cashier waiting on the mega-coupon queen. And me — I was the recipient of exceptional customer service, along with the customer in front of me who could take as much time as she needed to check out without hampering anyone else.

Publix customer service is built on a philosophy, one that sees service as an opportunity not a duty or policy. Their philosophy talks about investing in others, giving, preparing, and doing the right thing. Well, I sure experienced that firsthand!

You can solve problems too

Linda Ireland wrote recently about keeping customer experience alive through giving things that bring the most value to your customer including doing what you said you would do, empowering employees, smiling, and keeping it simple.

How simple are cowbells? While it might not work for you — what areas of bringing exceptional service to your customers are you stumbling in, waiting for a new system, or more people, or more policies to come along and back you up.

Sometimes the solution for exceptional service is as simple as ringing a cowbell. So, what are you waiting for? Or, as the plaque on Publix founder George Jenkins wall states: “Begin, the rest is easy.”

The Worthwhile Company has added Chris Cloud to our team as an Engagement Executive. Chris brings to our team a passion for people and for the power of community. His experience in community building will help to increase our presence and reputation in the community we serve. Engagement Executives at Worthwhile work with prospects and [...]]]>

The Worthwhile Company has added Chris Cloud to our team as an Engagement Executive.

Chris brings to our team a passion for people and for the power of community. His experience in community building will help to increase our presence and reputation in the community we serve. Engagement Executives at Worthwhile work with prospects and new clients to understand their business challenges and goals and to recommend a custom set of services our team can deliver to solve those challenges.

“It’s a privilege to join such a creative, forward-thinking and knowledgeable team,” says Chris. “I’m excited about uncovering the various ways we can partner with area businesses, helping them leverage their use of technology and maximize their web presence.”

Are you on the edge of loving your technology tools too much? Would you rather spend time with them than your team members or business acquaintances? Technology engagement at its highest level! What we are doing about tech tool addiction At Worthwhile, we’ve come to a consensus about the correct place for technology tools in [...]]]>

Are you on the edge of loving your technology tools too much? Would you rather spend time with them than your team members or business acquaintances? Technology engagement at its highest level!

What we are doing about tech tool addiction

At Worthwhile, we’ve come to a consensus about the correct place for technology tools in our workplace. Everyone here has tools – multiple ones – laptops, iPads (yes, even the 2), iPhones, Droids, desktop computers. We all could find ourselves interrupted every minute of the day. But we made a pact together that we aren’t going to use them during Company meetings, Weekly Update meetings and Project meetings. Most one-to-one meetings also are “tech tool free.” What do we see as the benefit of our commitment… besides the Chikin’ Minis offenders owe the team if they tool-cheat?

We are all learning to actively listen. This is hard work! Not only does it require paying attention, but it also means we are all showing that we’re listening by our responses – we don’t judge or interrupt but allow complete thoughts to be expressed.

We try to give reverse feedback that shows we are listening (asking the “is this what you mean” questions) and to respond thoughtfully instead of attacking because we haven’t paid enough attention to know the issue. Enter true teamwork.

Additionally, paying attention through active listening will help us all remember our manners – the common courtesy people need from each other. It will help us manage our time better and focus on achievement instead of volume. And, it will make our team stronger as we humanly engage with each other.

Saving yourself from tech tool addiction

We’ve discovered there’s a time and place for technology tools – and we are learning together what really matters – engagement that relies on emotional connections.

What consensus has your workplace reached to keep engaged with each other and not just focused on tech tools?

I was delighted yesterday by outstanding customer service from a “big-box” company. Not just delighted — actually blown away. It’s reinforced for me the concept that every company can give good customer service if it’s really important to them. In other words, service is not dead, but very much alive and well. It started with [...]]]>

I was delighted yesterday by outstanding customer service from a “big-box” company. Not just delighted — actually blown away. It’s reinforced for me the concept that every company can give good customer service if it’s really important to them. In other words, service is not dead, but very much alive and well.

It started with my mistake. I missed paying a Staples invoice 11 months ago. I had no idea about my oversight until I got a phone call from a collections agency. Yikes! Of course, digging up paperwork and an account manager’s id after 11 months was a struggle. I logged into my corporate account, but couldn’t find any missed payments. So, I did what any baffled customer does — I emailed Staples Customer Service. In fact, I found 2 different ways to email them. That’s when the magic started happening…

Within a few hours, Staples had reached out to me 6 times. That’s SIX times! Instead of being annoying, it was obvious that it was a coordinated effort. They provided my account manager’s name, accurate reporting of what had happened, and a way to take care of my account and clear up the problem. Three different Staples departments worked together to give me a fast resolution to a problem I didn’t even know existed just a short time earlier.

Not only were they fast and accurate, they were also courteous and friendly. The emails from the customer service departments were personal. My account manager, Chris Pappas, had me laughing and at ease in about 2 minutes — yep, he picked up the phone and personally called me. I was given a convenient way to pay my bill, and sent on my way — account cleared.

My take-away. Customer service is considered a core value for Staples, and they’ve put their money where their mouth is. Customer service departments have been trained in a process that coordinates accounts, responses, and problem-solving. My small unpaid invoice was a BIG DEAL to them — not because it wasn’t paid, but because it gave them a way to go above and beyond in providing great service.  That service left the customer — me — blown away with awe.

What elements of this kind of  service do you see missing from your process? What can you do better that will leave your customers awe-struck? If Staples can do it, you can too.

The Worthwhile Company has added Wes Carr, CPA to their team as Accounting Director. Wes brings substantial experience in both public and non-profit accounting to his new role. His expertise will support the entire team as he standardizes office practices and integrates all of the company’s financial reporting. “I am excited to join a winning [...]]]>

The Worthwhile Company has added Wes Carr, CPA to their team as Accounting Director.

Wes brings substantial experience in both public and non-profit accounting to his new role. His expertise will support the entire team as he standardizes office practices and integrates all of the company’s financial reporting.

“I am excited to join a winning team that influences both regional and national markets.” says Wes. “It’s a pleasure to be a part of the Worthwhile difference.”

TWO weeks into December & I’ve already abandoned more shopping carts than I can count.  Several I’ve even tried again and then re-abandoned because I just couldn’t deal with the hassle. So, I’m asking, does anyone really want my money? The time I have invested trying to spend my money is JUST NOT WORTH IT.  [...]]]>

TWO weeks into December & I’ve already abandoned more shopping carts than I can count.  Several I’ve even tried again and then re-abandoned because I just couldn’t deal with the hassle. So, I’m asking, does anyone really want my money? The time I have invested trying to spend my money is JUST NOT WORTH IT.  Here are a few of my favorite memories:

USPS.com

Usability Issue #1: Requiring me to fill in a box size from a drop-down menu when I’m choosing “flat rate.” I admit it, I spent 10 minutes at this point in their easy click and ship process trying to choose the size of my package – and all I wanted was to print a label for the smallest flat rate package option. I went through all of their FAQs, as well as navigated back-and-forth and back-and-forth between the home page, signing in, and choosing my package to see what I’d missed in the process.

Conclusion: I hadn’t missed anything – they had! Like, user instructions or an option in the drop-down size menu that says “flat rate.

Usability Issue #2: USPS will only ship packages with labels created THAT day. This has to do with their 2–3 day delivery guarantee. So, if you live in Timbuktu and print a label – you had better get that package to the Post Office PRONTO. Of course, all of this is fully explained in very fine print on the last page AFTER you have paid for and printed your label, complete with today’s date on it.

Bonus: If you miss the small print and show up (yes, I saw this happen in person) at the Post Office with labels from the wrong day, your stack of packages is refused and you’re required to go home and purchase and print all new labels.

Dale and Thomas Popcorn

Usability Issue #3: Love their popcorn. Hate their shopping cart. I’m forced to an address book when I attempt to add items to my cart. This just makes me go ARRRGGGGHH! Try working through this with 16+ recipients…. An address book is an interesting option, but one I want to be able to choose to select, not be forced to select!

Usability Issue #4: The Shopping Cart doesn’t clear when you close the browser – in fact, I’m not sure it EVER clears. Below is a shot of my cart from last week that I browsed to and took a pic of today. NOTE: I have never logged into this site. I left 16 items when I abandoned it – after tediously going through and manually deleting 16 items I didn’t want one-by-one. At that point I decided the popcorn wasn’t really worth it and my fingers walked away.

Usability Issue #5: See above – there is no “clear cart” option. Just a manual one-by-one delete choice. Did I mention they must get their bandwidth from the South Pole? Either that or someone is frantically hand generating the electricity to keep it going (sssslooooowww loading time).

Conclusion: Delicious popcorn. Visit their store far away from internet-land for service.

JCP.com (JC Penney online)

Usability Issue #6: Coupons (promotions) that don’t make it from mailbox fliers to the shopping cart. I read all the fine print – out loud. None of the stated exclusions matched my merchandise – but I couldn’t make the code work. There I was STUCK with my only option to click buy now and pay the full amount. Surprise! No customer service phone number or online chat in THIS window. Just my order with no coupon discount applied.

Bonus: Of course, there’s always the old Usability Issue #4 that saved me here – I just closed out and  browsed back to the site and there were all my items! At this point I re-checked out using a different coupon that wasn’t as good, but at least I’ve got gifts to give.

Conclusion: Online coupons are about as valid as in-store coupons. Use at risk of your temper.

In the end, everything should turn out merry & bright, and people who are expecting gifts from me should get them. Jumping ahead to my New Year’s resolution, I think next year I’ll try the mall at 4 am on Black Friday.

The beginning of the tale Eight of us spent a long weekend at the beach with our kids several years ago. We were enthralled by a new personality-typing tool one of us had run into — and we spent a lot of time comparing ourselves to animals. Specifically, we were otters, lions, beavers and golden [...]]]>

The beginning of the tale

Eight of us spent a long weekend at the beach with our kids several years ago. We were enthralled by a new personality-typing tool one of us had run into — and we spent a lot of time comparing ourselves to animals. Specifically, we were otters, lions, beavers and golden retrievers. Every action we took was instantly labeled by one of the group as being “animal-like” to one of those particular species.

As funny as it was to catch people behaving like animals — the dad who gathered up all the loose flip flops and carried 10 chairs back from the beach each day while the kids danced blithely around him is forever known to us as “the golden retriever” — I think type-casting good customer service attributes to dog characteristics is even easier than to animal species.

Dogs dig relationships

Relationship building is an important business buzzword today. Company websites, advertisements and brochures all announce that it’s definitely not about them — it’s all about you. This sounds good, but at the end of the day, who’s responsibility is relationship building? Whether it’s you, your front line people, or everyone in your organization, what practical applications can your pooch teach about providing good customer service that leads to long relationships?

1. Engagement. When is the last time a dog let you walk by him without greeting you? Even the tiredest dog will lift his head and thump his tail. If he’s doing his favorite activity, it is dropped in his excitement to be with you.
2. Interest. You are INTERESTING to them, they want to know what they can do to make you happier. Dogs spend their time giving as much attention as you want — it’s not about them.
3. Loyalty. A dog isn’t called your best friend for nothing. You don’t find him sending scathing emails or ignoring phone calls. Your dog will stick with you through thick and thin, and trust you to do your best job of taking care of her.
4. Memory. Dogs remember — well, their smeller remembers. It’s so important that they remember that a whole sense is devoted to this task. No “oh, I forgot” dropping the ball on their part.

Chew on it some more

Do you need to train yourself in one of these areas to go above and beyond in your relationship building? What other habits have you picked up that help you build better relationships? We’d love to know.

Massive research was accomplished in the writing of this post:

Check out Dogology. Vicki & Sarah have written a whole book devoted to the subject of what your relationship with your dog reveals about you.

Take the “What Breed are You” quiz at Dogster.com.  Send me a note and I’ll share my results with you.

Disclaimer: Beth has never owned a dog.

We were thrilled when our own Dan Rundle was chosen as one of Greenville’s Best & Brightest. Because we work with him everyday — we are probably biased. But obviously the community feels the same way we do. Here’s what they had to say: Dan Rundle, Chief Operating Officer of The Worthwhile Company, was named [...]]]>

We were thrilled when our own Dan Rundle was chosen as one of Greenville’s Best & Brightest. Because we work with him everyday — we are probably biased. But obviously the community feels the same way we do. Here’s what they had to say:

Dan Rundle, Chief Operating Officer of The Worthwhile Company, was named to the 2010 class of Greenville First Bank’s Best & Brightest 35 and Under at an awards event September 28th at the BMW Performance Center and Zentrum auditorium.

Best & Brightest 35 and Under, a program of Greenville Business Magazine currently in its 17th year, was created to honor Greenville’s young leaders for their professional and community contributions. 35 honorees were chosen this year from a record pool of nominations. To maintain impartiality, honorees were selected by Tan Kirby Davis of Kirby Resource Group, Judith Prince of USC Upstate and Mike Posey of the United Way based on professional achievements, community contributions and educational background.

Dan came to The Worthwhile Company as vice president of operations, moving to his current role as COO in 2008. Over the last five years, Dan has helped grow the company’s revenue and to build a world-class team of 23 people. He is active in the Greenville Chamber and currently serves as chair of the Small Business Owners Forum and as a member of the Small Business Awards Committee.

The entire Greenville Business Magazine article can be read online. For more information on Greenville First’s Best & Brightest program contact Lori Coon at 864.271.1105.