September 2012
Strategies for Success Newsletter September 2012 Issue 81
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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2012 Emily Huling. All rights reserved.
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In this September 2012 issue:
Thoughts from the office
Josmo’s Cafe
Stay energized!
Thoughts from home
Emily Live
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1. Thoughts from the office
Customer Service – Process or Purpose?
Walking through the floral craft aisle at Michael’s last week, I was thrilled to see Sue Frye, the long-retired postmaster of my local post office in Terrell, NC, population 860. In a town this size, the postmaster knows everybody. Sue hadn’t changed much in the years since I’d seen her. Her big smile radiated good health and happiness. We greeted each other warmly. For the umpteenth time in the 24 years I’ve known her, I thanked her for saving me from embarrassment and providing outstanding customer service. Here’s what happened.
I was mailing invitations for a family reunion. My handmade invitations fit into an oversized envelope. I had gone to the Charlotte post office near work with just one invitation to buy correct postage for the twenty invitations I was sending out. I wanted to mail them from home because in 1990 the postmark from Terrell was hand stamped! A few days later I mailed the letters from my home mailbox and didn’t think another thing about it.
The next day when I got my mail, I found a hand-written note from Sue. “Emily, your invitations required 20 cents additional postage. I added it. It came to $4.00.”
What thoughtful service Sue delivered! Instead of simply processing the mail, she viewed her job with a sense of purpose – to be sure my mail was delivered without postage due or being returned to me.
Thoughts to ponder: What kind of service do you provide – process or purpose? Do you have your clients’ best interests in mind by advising them or helping them rather than just processing their requests?
Reminder: October 1-5 is Customer Service Week. If you missed my August newsletter that listed resources and ideas to celebrate it, click here to read.
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We are all able to make a difference in the lives of the people we serve. EH
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2. Josmo’s Café
First, a correction was needed on Zucchini Coconut Muffins which was posted last month. The correct recipe is now on the website. I apologize for any scorched muffins!
September is always a hectic month as we get back into a regular work and school routine. Easy Baked Tilapia, which takes only 20 minutes from start to finish, is a perfect weeknight meal.
Thanks for all your positive feedback on Josmo’s Café recipes! If you missed the story behind how the café was started, Click Here.
Enjoy!
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3. Stay Energized!
September Energizer Minute
Get supercharged with Energizer Minutes – one-two minute audio stories told by yours truly to energize, invigorate, and inspire! Click to hear Let Others Be of Service.
Follow me on Twitter @EmilyHuling to read my weekday Energizer Moments.
Take Charge of Your Career. Rough Notes – August 2012 issue – My article outlines a plan to assess capabilities and implement a measurable plan to achieve career goals. To read the article, click here.
Fast Forward Your Success – Selling Strategies offers strategic planning, workshops, coaching, books and audio learning materials to build top-performing sales and customer service organizations. To learn more, visit www.sellingstrategies.com or call me at 888-309-8802.
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4. Thoughts from home
Accentuate the Positive
It was a sunny Sunday afternoon. John and I were watching Nathan, my cousin Lisa’s son, play soccer. Well, the six-year-old version of soccer. “No, no, not that way. The goal is the other way!” The families watching the game are always equally entertaining. That day, it was a player’s mother and teenage sister beside us that captured my attention.
Out of the blue, we were being serenaded by Ella Fitzgerald. I looked over to see the mother handing her iPhone to her daughter saying, “Listen to this.” The pained, pouting teenager grunted and took the phone. Her expression did not change. The mother, feeling my gaze, looked up and gave me a slight nod and smile. Ella belted it out.
You’ve got to Ac-Cent-Tchu-Ate the positive
Eliminate the negative
Latch on to the affirmative
Don’t mess with mister in between.*
The teenager grunted again and handed the phone back to her mom. I smiled at the mom and gave her a subtle thumbs up. What a timeless message for all ages!
Listen to Ella belt it out on YouTube.
*Ac-Cent-tchu-Ate the Positive was published in 1944. Music by Harold Arlen and lyrics by Johnny Mercer. Harold Arlen also wrote the music for “Over the Rainbow” in 1938. Click here to learn more about Harold Arlen and Johnny Mercer collaborations in Wikipedia.
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5. Emily Live
Please get in touch if you want to connect when I’m in your area or you’re interested in a similar program for your organization.
Agency Management CIC – Topeka, KS – September 12, 2012
NAMIC Annual Conference – Grapevine, TX – September 16-19, 2012
Independent Insurance Agents of Illinois Annual Conference – Springfield, IL – October 2-4, 2012 – Three programs – Be a Better Boss, Marketing Plan Road Map, Kick Your “But”
NAPSLO Annual Conference – Atlanta, GA – October 8-11, 2012
Private client webinar – Polishing the Message and Messenger – October 17, 2012
Private client – Great Service Sells – Appleton, WI – November 14, 2012
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Selling Strategies: Strategies for Success Newsletter is published by Emily Huling Selling Strategies. For further information contact emily@sellingstrategies.com.
© 2012 Emily Huling. All rights reserved.