Little Big Things: Service

Part of 'The Little BIG Things' Series with Tom Peters

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Little BIG Things: Service (12 Segments - 28 Minutes)

The Little BIG Things: Service DVD in the new Tom Peters training program will help you and your teams organizationally attack, dismantle, and rebuild how you view the service you provide to your customers. How? Through Toms decades of experience with companies in all industries!

Do you know that even your landscape company thinks about how quickly the debris is picked up as part of their brand? Do you think its a great idea to trash your competitors? Do your employees think that they are a representative of your company with each and every interaction? The topics covered in these twelve clips are essential to your business and should be viewed by every employee from the CEO to the front-line cashier.

This is how you succeed in business your business any business and this is how you survive when your competitors fall.
Clean up Your Brand 2:23

Everything you do is your brand. It is your signature. In some ways, this is an extension of the idea that you dress for success. Think of everything you do in this context and ensure that you are making a great impression all the time
Customer Loyalty 2:17

Customer loyalty used to be a novel idea. Rather than thinking about your customer today, think about what that customer could mean to your business over the long term. Tom uses the story of Sewell Cadillac to make his point about why its important to think in terms of Customer Loyalty.
Granite Rock 1:42

Tom tells the story of The Granite Rock Co in Watsonville, California who has a slogan, "Dont like it? Dont pay." If you are not happy with the service or quality, then you dont have to pay. How confident would YOU be notifying your customers that they were only to pay their bill if they were 100% satisfied with the service that they received?
Internal Customers Matter - A Lot! 2:25

Tom thinks that internal customers matter - maybe even more than external customers. You need to have everyone in your organization supporting you if you want to succeed and how do you do that? The answer is simple: Pay attention to internal customers.
Invest in Your People 2:44

Tom speaks about a store near his home where the company had spent a lot of money improving the store but failed to invest in training its sales associates in service. The experience was worse than disappointing. Now there is a beautiful store with the same lousy service. So how can you avoid that same problem?
It All Starts (And Ends) Here 1:46

Psychology (and common sense) tells us that the beginning and the end of an experience overwhelm our impression of service. Tom talks about the Disney Experience and how you can implement that in your organization by managing down to the microsecond the beginning customer experience and the ending experience.
Never Trash Your Competitors 2:35

So many things that are important are simple truisms. One of them is this: never (EVER) trash your competitors. Sell yourself. Your competitors may be brutal. You may privately think they're worthless, but don't ever say that. If you do, it will only reflect poorly on YOU.
On Courtesy - Henry Clay 2:16

Henry Clay said, Courtesies of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart. Keep in mind; people remember the small stories and small things.
TGW and TGR 3:17

Many industries have long used a measure called TGW (Things Gone Wrong). There is the other side of the message, TGRThings Gone Right. Find out what Tom has to say about TGW and TGR.
The Problem with Perfection 1:55

When things are perfect, it is not always memorable to the customer. The happiest customer will be a customer who had a problem and you made an awesome comeback. Think about the problem with perfection.
We are Thoughtful 2:49

Fundamental decency matters. Tom likes the word thoughtfulness much that he put together a list about why it is important and suggests some additions to your value statements with them.
You Are An Ambassador 2:19

Everyone who is in business is a salesperson all the time. And everybody is an ambassador for their organization. Tom expands on this simple concept by pointing out that whomever a person meets from your organization is an ambassador.

This is available as part of

Little BIG Things series with Tom Peters, The
This is not your average training film, but then Tom Peters is not your average management expert!  This is Tom Peters with his in-your-face, thought provoking, call to arms for all businesses to “Get back to basics.... or perish!" This is Tom telling stories and reminding managers and employees to ... read more
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Topics
Customer Service
Video Running Time (minutes)
28:00
Featured Talent
Tom Peters
Product Type
Video
Course ID
2781

Chapters

Chapter
Never Trash Your Competitors
Never (EVER) trash your competitors. You may privately think they're worthless, but don't ever say that. If you do, it will only reflect poorly on YOU. Instead, sell yourself.
On Courtesy - Henry Clay
Henry Clay said that "Courtesies of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart." Remember, people remember the small stories and small things. That's all you have to say about service!
Customer Loyalty
Customer loyalty used to be a novel idea. Carl Sewell spoke about the long term value of customer loyalty. Think about what that customer could mean to your business over their lifetime.
Internal Customers Matter - A Lot!
Internal customer matter - maybe even more than external customers. You need to have everyone in your organization supporting you if you want to succeed and how do you do that? By paying attention to internal customers.
It all starts (and ends) here
Our Impression of service is overwhelmed by the beginning and the end. Disney knows this better than almost any other organization. Disney manages it's parking lots with great intensity so the beginning and ending experiences are fantastic!
Granite Rock
In Watsonville, California, the Granite Rock Co has a slogan, "Don-t like it? Don-t pay." If you are not happy with the service, quality etc, then you don-t have to pay. They remind the customer about how good their work is.
Invest in Your People
It may not be worth fixing up the look of a store of you don't have great people. Everyone has a budget. Lock your budget down and then cut capital expenditures by 25% and put that money into people. It will make a difference.
Clean up Your Brand
Tom has a vendor that he works with on his farm in Vermont. This company meticulously cleans up after they do their work. Everything you do is your brand, so pay attention to all the details. Dress everything for success.
We are Thoughtful
Fundamental decency matters. Tom likes the word thoughtfulness. So think about adding this to your values statement, "We are thoughtful in all we do." thoughtfulness is key to so much that makes you and your organization special.
The Problem with Perfection
When things are perfect, the customer doesn-t remember it. The happiest customer will be a customer who had a problem and you made an awesome comeback. Brilliant comebacks are the most important things you can do.
TGW and TGR
Industry has long used a measure called TGW (Things Gone Wrong). There is the other side of the message. TGR. Things Gone Right. Singapore is an example.
You Are An Ambassador
Everyone who is in business is a salesperson all the time. And everybody is an ambassador for their organization. When someone walks into your door, whoever sees them is the ambassador.