SERVICE LESSON I LEARNED FROM KRISPY KREME

I ordered two blended drinks from the counter. One for me and one for my son. We sat down and started doing our work. (I was working on something and my son was doing his school work)

We waited for our drinks and noticed that it was taking a bit longer than the usual. So, I stood up and politely asked the crew if the orders were ready. They told me they'll make sure to deliver it to my table as soon as it's ready.

After a few minutes, the drinks came along with two donuts.

Me: "I didn't order donuts."

Crew: "I'm sorry sir, your drink came in longer than the usual, the blender malfunctioned a bit. The donuts are for you. Thank you, sir, for waiting."

Me: "Ohhh… Thanks!"

I wasn't complaining. I wasn't even disappointed in any way. And yet, they gave me something to make up for this 'slight delay'. A simple "I'm sorry for keeping you waiting" would've been enough, but they chose to 'delight' me instead.

The typical service business would say, "Ok lang yan, di naman sila nag complain, sabihin mo pasensya na" but Krispy Kreme built generosity into their culture.  

The Takeaway for Businesses – Service excellence should be dictated by YOU (the service provider) and not just by your customers. You don't need to wait for a complaint to do something nice for the customer. 

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Get P50 off when you buy a PRODUCTIVE PINOY book online. Free delivery nationwide via LBC. To order, simply click HERE.

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HAAGEN DAZS, MAGNUM or DIRTY ICE CREAM

PRICEY?
Häagen-Dazs is closing shop in the Philippines. They used to have a branch here in Alabang Town Center. I may have bought once or twice, but I can't really remember when. I can't deny though, it's always a treat when your friends bring Haagen Dazs to parties. (Mas masarap 'pag libre!)

After 12 years of operation, Häagen-Dazs probably decided to cut their losses. They found Manila to be a "challenging business environment", according to a company statement.

Too pricey? Maybe. Or maybe it's not really about the price. For the same amount of money, you'll see people copiously buy a Frappuccino in Starbucks or a Smoothie in Jamba Juice; and these businesses are doing remarkably well! (Sometimes, the competition is not necessarily the same product)

THE INTERESTING

Recently, RFM launched Magnum, a premium ice cream. It was interesting enough to create a buzz, an impression, or to get the early adopters curious. Even though it's twice the price of (my favorite) Cornetto Java, that didn't stop Magnum from becoming a bestseller. 

What do people really want? 

Yes, they want something new, but they want more than that... they want something interesting. Interesting enough to tweet. Interesting enough for your friends to debate on Facebook. Interesting enough for them to 'forget the price' and to give it a try. 

With Magnum, RFM has increased its profits by 40% (240M) for the first 5 months of 2012.  [source]

THE NOVELTY

The Sorbetero Ice Cream is a novelty. It has become a part of our culture. The mere sound of the Mamang Sortbero's bell brings back childhood memories. It compels you to tell your side of the story. 

For 'The Novelty', it's not so much about the commercial success or how big the business is. It's about making that meaningful connection. (Side note: Remember Hap Chan in Malate when it was still a novelty?)

The Takeaway: For your business, pick one or two ...

1. Keep it fresh.

2. Keep it interesting.

3. Keep it a novelty.

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Get P50 off when you buy a PRODUCTIVE PINOY book online. Free delivery nationwide via LBC. To order, simply click HERE.

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CUSTOMER SERVICE is EVERYONE'S JOB

The management of a big corporation invited us to give a presentation in their office. 

When we entered their building, the guards demanded for our IDs and pointed to us the location of the office in a rude manner. They failed to address us properly, didn't even look at us in the eye, and used their sticks to tap the table, saying "put your IDs here."

They treated everyone who entered the building this way, as if they were the bosses. 

We met the management team and found them all to be courteous and kind. They welcomed us like VIPs.

Here's the funny part, when we asked them about their training needs, the first thing they said was, "Customer Service!" 

Customer Service is everyone's job. 

Whether it's the people in the frontline (guards, attendants, delivery) or the people in the backroom, (accounting, clerks, cooks, designers, maintenance crew) they all have a contribution to customer satisfaction. 

Each person represents the company – possesing the power to "make or break" the company's reputation or brand.  

In your organization, make it everyone's job to make your customers happy.

*If you find this blog helpful, please Like, Tweet or Share it too! 

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DIFFERENT SALES PITCH FOR DIFFERENT CLIENTS

It was painful for me to watch an insurance//investment agent try to sell to a thankless prospect. I was trying my best to mind my own business, but can't help but notice the two ladies in their 30s sitting near me in Starbucks. They probably went to the same school and met for this transaction.


"At what age would you like to retire?" the agent asked.

The client sipping her Frappuccino as if she didn't hear her. (Maybe she had no plans of retiring.)

"Ok, maybe when you're 60?" The agent smiled.

Without saying any word, the client's facial expression said it all, "What's with the questions?"

The agent took her calculator and started computing – you can feel the awkward silence between them.

"I just want to get it over with", her body language showed while waiting for the agent.

The polite agent continued her routine, and asked more questions. This time medical in nature. She filled out the forms while the client gave her answers – reluctantly.

"Did you ever have asthma?" 

"When I was a baby." The client replied.

"Do you still remember what age?"

"Baby nga!" [Client now a bit irritated...]

A few minutes later, I stood up because I had to go. No clue what happened next.

Selling can be a pain. But you can still avoid these unpleasant situations when you alter your approach. Yes, selling is hard, but it can be fun, interesting and rewarding too.

THERE ARE TWO KINDS OF BUYERS

1. For some, 'buying' is a chore
Whenever you need medicines, all you have to do is to go to a drugstore counter with a prescription. As long as the service is quick and accurate, you don't need much pleasantries. The shorter I can get out of the drugstore, the better it is for me.

Many clients prefer that you simply provide what they need. "Just tell me how much to pay, where to sign, and make sure to answer my call in case I need help. No, I'd prefer for you not to explain everything to me right now. Make it hassle free for me today, I'll be happy to do business with you tomorrow or for the long haul."

They want it smooth, quick and straight to the point.

2. While for some, they expect 'buying' to be a great experience.

They want to enjoy the process of buying and to feel good about their decision.

When you're in a car dealership, you don't just point and pick a car. You pick the right color, ask about the engine, and go for a test drive. You take pleasure by smelling the interior of the brand new car in display. It's about the experience.

The Takeaway: Know what your clients prefer. Then approach them in the way they would want you to. Many times it's not just about the obvious. (not just about the price, discounts or added features that you can offer) And the only way to find out is to ask the right questions and to listen intently.

Some may need persuading, while others may have been decided to buy even before you met. (So convincing them further will do no good, but will come out as irritating) 

You can provide a 'buying experience' that's smooth or one that's truly memorable.   

You don't need to use 'the same sales pitch' to two different clients.  

–

My business partner and Sales Coach, Mr. Bob Barcebal, will conduct another run of "Win in Your First 30 Days in Sales Workshop" this coming Saturday, October 26 @ The Malayan Plaza Hotel. This is ideal for entrepreneurs, freelancers, and sales professionals.

We're glad to witness this learning session into becoming one of the most in-demand sales seminar in Manila. For more details or to register, visit: http://tinyurl.com/winoct26

  

   

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IN THE BUSINESS OF BRINGING OUT THE BEST IN PEOPLE...

Putting up a business is exciting. One of the keys to success is to find something you can do that help others in a big way.

Entrepreneurship is rarely about what you can get as an entrepreneur. The rewards pour in when you see others benefit from what you give or deliver.

After 15 years in business, several talks and consulting work around the country, it is my privilege to partner with Ryan Peralta and Bob Barcebal.  

Ryan is the founder of Drumstart, the only certified drum circle facilitator/trainer in the country, and currently the drummer of Rivermaya. While Bob is a dynamic sales coach, facilitator of the 'Pinoy Sales Champ' workshop, and maybe the only person left on earth who think 'sales' is fun!

Together, we form SPARK CONSULTANCY. A training/learning firm geared to improve productivity, inspire creativity and help you increase sales.

*Official Website coming soon. For now, you may get in touch with my (self-proclaimed) good looking business partner…  

Bob Barcebal

Email: sparktrainingph@gmail.com 

Mobile: 0926–7242109 

Landline: 9046371

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