Oh and you take over you do that then other groups and cruises
And then then Stewart says you know Mike you never worked for a cruise line before. I think I’ll do the groups. So I said Well then what am I going to do. And then Richard says well go home and figure it out we’ll come back tomorrow give me a call and you do something. So I went home. I told my wife Barbara I said we had this great idea. And I have nothing to talk about. And she said quote unquote member she’s in a tie in from New Jersey. She says What are those guys a bunch of morons. And I said What do you mean. She says they left you the greatest subject there is. I said What’s that. She says marketing is iffy. You hope someone comes to the party. Sales is competitive. You hope you can get your point across groups as if because not everybody takes groups but everybody everybody gets involved in customer service. And it’s the most important piece of the business puzzle today because it’s so lousy today from coast to coast. It’s poor and you have a chance to talk to these people. You have the best subject there is. And I thought about that and I said Barbara you’re absolutely right. Customer service is kind of like a second class citizen in most departments most companies because the sexy side is marketing the fun side is sales.
The money side is cruises the toys and the the social networking is the technology side. But where the rubber meets the road where businesses live and die is where the customer service. And then you get these people say well I’m not a sales person. Matter of fact reminds me of a story I used to teach at fairly Dickinson University. True to everything I tell you I’m going to pay a lot of stories today they’re all true. You can take these to the bank. You can repeat them. You’re not going to get sued. The raw truth. I worked at Fairleigh Dickinson adversity in the sales and marketing school and I get this freshman class and I get the whole a bunch of freshmen and eager to learn. I said how many people who when you graduate want to make some money and they all raise their hand. How many people when you graduate want to help people and they all raise their hand. How many people here when you graduate want to be your own boss and they all raise their hand. OK you want to help people be your own boss make a little money. How many people here want to become salespeople when you graduate.
Nobody nobody nobody raised their hand.
And Scott alluded to this the other day when he said he’s got a bad reputation. People don’t want to get into sales because they don’t want to be called pushy and arrogant and aggressive and all of those negative things. So I said let’s put the customer service spin I’ll call it has been into the sales. Let’s make customer service our number one sales strategy because everybody can do that. Everybody knows how to be good at customer service. That’s not the issue. I’m going to remind you of a quote and see if you agree with this quote This service is increasingly unavailable. Not very personable
And not getting any better. Can anybody agree with that.
Buyers and consumers believe that service is poorly performed. Can we agree with that rendered by indifferent unqualified and oftentimes rude people. And we agree with that with no sense of urgency.
Can we agree with that quote. I have been using since 1986.
: The first message I want to share with you involves meeting people for the first time. Whether it be in your office, your home or perhaps at a networking and socializing event, when you meet someone for the first time I want you to remember that there are only three things that can happen. And if you understand that there are only three things that can happen and you have an idea of what those are, then you can actually make the future happen. Now very simply, when you meet somebody for the first time they can feel better having met you. That certainly is an option. Option “A” they can feel better having met you. Option “B” they can feel worse having met you. That’s certainly an option not the option you want to pursue, but when you meet people for the first time you can absolutely make a negative first impression. Or Option “C” they can feel neutral or blasé or there’s no big deal they meet you, how you doing, good to see you, and you don’t make any impression one way or the other. You can make people feel better. You can make people feel worse or you can make people feel neutral having met you for the first time. Now obviously you want people who come into your world who meet you to feel better that you came into their world. And if you have this as a strategy you definitely most certainly can make that happen.
: Now you don’t tell people that it’s their lucky day that you came into their life but you’re going to show them over time that meeting you was a good thing. Now we all have people in our lives that we can isolate as examples. I take my wife Barbara for an example the day that she came into my life my life was better having met that particular person. And there’s other examples in my life and I’m sure there’s other examples in your life. The secret is once you understand that you now can handle yourself accordingly to make good things happen as a result of this relationship. Now the downside is you cannot do that to everybody. You can’t be all things to all people so therefore you have to select a certain group of people in your life, in your world, in your marketplace that you want to make feel very very important, very very welcome very comfortable once you come into their world. So you can’t be all things to all people. You’re going to meet people selected for your class. Call it an A-Team and then you’re going to make them feel very very glad that you in fact came into their life. I call that the B N W story remember that You can make people feel better neutral or worse. Your job make people feel better having met you.
: This next message also falls under the meeting people for the first time strategy. And I learned this one from the famous football coach Lou Holtz out at Notre Dame and he said when you meet people for the first time you can count on them looking into your eyes and thinking and wanting answers for the following three questions. Once again if you know what the three questions are and then you can answer and supply responses to those questions favorably and the relationship will be off and running on a good note.
Here are the three things that people will ask of you silently when they meet you for the first time. #1: Can I trust this person? Trust takes time. We know that. But my key to you is to look people in the eye because when you don’t look people in the eye it’s a sure lack of confidence or a legitimate flag being raised.
Can I trust this person? They can’t even look at me. They look shaky. They look shady. I don’t trust them so look people in the eye is an answer to “Can I trust this person? #2: Do they know what they’re talking about? That’s the second question that strangers will ask of you do. Does this person know what they’re talking about? My recommendation there is don’t guess only tell people what you know as a fact. If you don’t know what is a fact. Go find it out. I’m not quite sure of that answer let me get back to you. Can I trust this person? Do they know what they’re talking about? And #3, do they care about me? My suggestion there is to get out of you and into their world by asking them questions asking them about how they feel what they like where they’ve been where they’re going. Get out of you and into them.
Three big questions right from the Notre Dame football coach Lou Holtz can I trust this person. Do they know what they’re talking about and do they care about me? Supply positive input to those three questions and you will be off and running on a favorable first note.