The Daily RICHual

I’d like to recommend a book that more than likely you have not read (that’s the best kind of recommendation, right?). It’s called The Power of Full Engagement and it is written by Jim Loehr in 2003. Available on Amazon.

If you’re like me, you strive to be the best you can be. You understand that the quantity of time you spend in this life is secondary to the quality of the time.

At the same time, we obsess over TIME management.

Loehr delivers the case that time is not the driving the be the best you can be bus, energy is.

Often times humans compare their energy levels to fuel in a car’s gas tank. People say, “I’m running on empty today,” and things like that.

So let’s stick with that analogy for a bit and turn you into two of the cars that I have owned in my lifetime: a Porsche Boxter and a 1979 Volkswagon Bug.

Let’s agree on two things: These cars are designed for different performance levels, and because of that they require different fuel grades. So, When I go to the gas station I have choices: anywhere from 85 to 94

So while we are going through this extremely unique time in our history I’ve been keeping track of what I let myself think.

Sure, I get to do some work, I’m spending wonderful quality time with my wife, but it’s the time not spent being busy that I’m really giving a focus.

It’s easy to get a little down, especially if you are someone whose job/livelihood has been affected. It’s easy to get a little down when you think about all of the people whose health and LIVES have been affected.

Kirk Douglas once said: “Maybe when you die, you come before a big bearded man on a big throne, and you say, ‘is this heaven?’ And he says, “Heaven? You just came from there.”

When I began running almost 54 years ago, I did it to make the team. Then I wanted to make varsity, the to be the number one man, then to win races, then to run faster. College was very much the same. The last few decades, however, things have changed.

I really don’t have anything to say today, so how about this:

Silence

Silence to relax

Silence to reflect

Silence to ponder

Silence to be thankful

Silence to hope and dream

Silence.....

I quote the Ritz Carlton credo: “The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission.

We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience.

The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.”

So, it’s all an act.

No, not that kind of act, no one is faking it here

I have an idea: Wanna be a great salesperson?

Be nice.

Bruce Nordstrom said: ‘‘We can hire nice people and teach them to sell, but we can’t hire salespeople andteach them to be nice.’’

If you think it’s all about you, if you have a cynical, negative view of others, especially customers; if you think they OWE you something, you don’t have a snowball’s chance in hell at being REALLY good at sales

When most people think about high levels of customer satisfaction, they often think about two places: Nordstrom’s and the Ritz Carlton.

Without dragging out the inevitable, there are a couple of reasons these are the two top of the mountain examples of great service:

1.They know HOW to treat their customers, because

2.They know how to treat their employees

If you looked at the pyramid/hierarchy thing from Nordstrom’s it would look different..

As it seems that the Daily RICHual is leaning itself towards weekly topics, I figured I would go with that trend and spend this week on the topic of customer service.

It was Harry Beckwith in his book Selling the Invisible who said, “A customer’s satisfaction is the gap between what the customer expects and what the get.”

Some would believe that Beckwith’s quotes tells us to under promise, I think differently.