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Developing Customer Eyes
Copyright 2007 by
T. Scott Gross
What's the difference between the amateur and the pro?
Give up? It's the details. Pros handle the little stuff.
Amateurs do not. There is a popular saying on T-shirts
that says, "Don't sweat the small stuff - and it's all
small stuff."
Okay. I give you that the professional also has an
endearing quality of never getting rattled. The amateur
panics, overwhelmed by details. In the restaurant biz,
we would say, "He's in the weeds," or "He's snowed
under," meaning that someone was hopelessly in over his
head. So maybe the T-shirt should really read, "Don't
panic, but watch the details."
Holly Stihl, a favorite customer service expert, is fond
of saying, "You never get bitten by an elephant. It's
the mosquitoes that eat you alive."
On one hand we're saying that the professional is a
master of details and on the other hand we are advising
not to let the details eat you alive. Maybe that's why
service in high pressure situations seems to require a
very special personality: someone who watches over every
detail, no matter how minute, yet has the ability to
remain calm in the middle of chaos.
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Lisa's General Info |
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LAL
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 108 Friends
Member since 3/10/2007 |
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| Gender |
Female |
| Location |
Graham, WA, United States |
| Interests |
My husband, my children, church, Eucharistic Adoration, our horse, Sioux, our labradors, Pancho, Sancho, Carmella, Rocco and Isabella, art, and practicing the art of Attraction! |
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| Company |
Invisus Direct |
| URL |
View Invisus Direct's web site |
| Industry |
Provides world-class managed Internet security services to families and small businesses. |
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Chaos Builds Character
Watch a pro handle a crisis situation and you will see
something special. The pro doesn't even attempt to handle a
zillion things at once. The pro has an uncanny ability to
handle a zillion things, one at a time. This is actually a
three step process.
First, the pro is able to look into the very face of chaos
and pick out the first thing. You've heard the saying,
"First things first." When a pro steps into a crisis, he or
she picks out the "first thing," handles it and picks out
the next "first thing".
I remember my dad walking into a busy coffee shop kitchen
and finding me totally buried. His tactic would be to find
two clean towels and a couple of milkshakes. He would toss
one towel to me and nod that I should stop everything and
wipe down the work area. He would start re-stocking the prep
table and then we would squat behind the grill and chug our
milkshakes. Dad would then line up all the order tickets and
we would start working on the "first thing." Once that was
accomplished, we would take the next "first thing." And soon
there would be a pass through window full of hot, fresh
dinners waiting to be picked up by the servers.
That lesson has served me well ever since. Writing a book is
a matter of picking the "first thing," doing it and starting
on the next "first thing" In fact, there isn't a project
anywhere that is more than a series of first things.
Pros have the ability to look at chaos and pick not really
"the" first thing just "a" first thing."
The Second Thing
Pros at any job have the ability to decide not just what is
important. They also have the ability to see in a heartbeat
those things that don't need to be done at all. As a manager
trainee years ago, I was behind the building carefully
painting the knob on the electricity shut-off switch. You
know, that handle on the side of a commercial building
breaker box that acts as a master shutoff for power into the
building. I was using a small artist's brush to apply bright
red enamel to the end of the handle.
I thought I was really doing something. T. Scott Gross,
Master of Details. I knew that the brass would visit my
store and be, oh, so impressed that I had handled every last
detail right down to painting the handle on the breaker box.
As I was taking an imaginary bow, one of the brass hats that
I wanted to impress, paid me a surprise visit. I jumped half
out of my skin when he rounded the corner. Before I could
even say a weak, "Hello," he said, "That looks great! I've
been to a lot of our stores and have never seen the handle
on the breaker box painted before."
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I started to glow, thinking, "Scott Gross, you are one
brilliant guy who is definitely on the way to bigger and
better things."
"How much product do you think this bright red handle will
sell?" he asked with a smile as wide as Texas. "Well, I,
uh..."
"By the way, I was driving by and thought I'd better stop
and tell you that your pole sign isn't on. From the road
this place looks like it's closed." He started to walk away
when he suddenly turned and added, "Oh, yeah, one more small
thing. Your employees must have decided to go on break. When
I walked in, there was no one in sight to wait on me."
"Gross, you are a real numb nuts," was all I could think, as
I stuffed the paint brush into a paper towel and started for
the front.
To seal the deal, Mr. Brass Hat called to me as he slipped
into his car. "The knob looks great! Maybe we can use your
idea system wide!"
The real pro knows what is the first, first thing and does
it. And the best of the best will quickly recognize the
last, first thing and waste not a second thought or an ounce
of resources to handle it. They will let it die while they
attend to things that really matter.
Nonsense
There is another characteristic that marks a pro as
different from the amateur. That is the ability to see more
"first things."
Think of any industry from healthcare to hardware. Notice
there is not a single vendor in that entire industry that
doesn't provide the basic products or services of the
industry. For example, is there any barber who does not cut
hair, any dry cleaner who does not clean clothes, any
restaurateur who does not serve food? The answer is a big,
fat, "NO!"
Everyone in any industry meets the basic needs of the
customer. Period.
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What then, is the difference between the best in the
business and the also-rans? Is it the big stuff? Nope. It's
the details. Little, itty-bitty differences that add up to
make big differences.
In the Olympics what separated gold from bronze? Does one
run the entire race while the other walks? The difference is
in the details. Small, nearly unnoticeable differences in
technique and training that are only observable at the
finish line.
The same is true in your business. The leaders are those who
sweat the small stuff. More important, the leaders are those
who know which small stuff is large stuff when they see it
and then do something about it.
ABOUT THE AUTHOR:
T. Scott Gross & Co.,
Inc. is the internationally recognized expert on
the subject of customer service, specifically
Positively Outrageous Service. A speaker,
trainer, and author, T. Scott's clients include
a wide range of businesses and organizations
including Federal Express, Southwest Airlines,
DoubleTree Hotels, Denny's, and State Farm. His
tips and techniques for providing and getting
Positively Outrageous Service are detailed in
his newest book:
T. Scott Gross & Co., Inc.
HCR1-561
Center Point TX 78010
1-800-635-7524
http://www.tscottgross.com
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