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For Anyone Who Loves a Teenager
This isn’t normal Business Class material, but it clobbered me with its potential for influence.
Actually it screamed at me first. But it was the clobber that compelled me to share it with you.
On the cover of the June 1 issue of People (magazine) is a picture of 18 year old, Bristol Palin on high school graduation day. Dressed in a crimson colored graduation cap and gown and holding a baby. Her baby. Five month old Tripp.
The caption includes this quote from Bristol: “If girls realized the consequences of sex, nobody would be having sex. Trust me. Nobody.” Read more
The Customer is Always Right
The customer is always right.
That’s what we were always told – young and new to the business world in the late 1970′s.
I, in turn, passed it along to all on my team at University Directories.
The customer is always right.
Over a number of years I heard hundreds of stories from customers and customer service reps. There were times when customers denied buying anything, even when we had a signed order in our files. There were times when the customer denied having approved an ad proof, when we had a signed proof in our files. There were times when the customer was so rude that the customer service rep ended the conversation in tears.
I just couldn’t do it anymore. The customer isn’t always right.
And so we changed our motto to:
The customer may not always be right. BUT the customer is always the customer.
This allowed us to take care of our business while still being very polite and respectful to the customer.
A perfect example of doing business with class.
And doing better business….better.
copyright 2009 – Jan Bolick, Business Class Inc
Complaint Land
Every now and then, it feels good to complain.
But it’s easy to get stuck there – and that’s not good.
When you or someone on your team gets stuck in complaint land,
consider asking the question,What do you want instead? Read more
Time: It Really Is Yours!
It’s thrilling to hear stories from people who take on the suggested assignment and then successfully squeeze past and present passions into their hectic lives.
Things like yoga, the guitar, the saxophone, writing or riding horses.
I received a note from a workshop participant who had surprised her 5th grade son by showing up for lunch at school. Here’s what she said:
“He was thrilled! I think those days are numbered, however, with adolescence and middle school right around the corner. But it certainly made my day and I felt so much better after just doing that one little thing.” Read more
Nobody Cares Anymore
At a workshop I was facilitating a few years ago, one of the participants shared a story about Mr. Green, who went into a bank complaining that all banks are impersonal and that no one cares about service anymore.
The bank’s service associate – let’s call her Sally – spent extra time with Mr. Green and helped him open two new accounts.
Sally called Mr. Green three times during the next two weeks, to make sure his checks and debit cards had arrived as ordered and that all questions were answered.
A few weeks later, Mr. Green drove into the bank parking lot. Read more
Why Won’t They Take Responsibility?
A few years ago, Mick Mixon was our guest during a Business Class interview. At the time, he was color commentator for football and basketball games for the University of North Carolina. Now he is the Voice of the Carolina Panthers.
It was close to Father’s Day and so we talked about lessons he had learned from his father that had shaped his career. Here is one of them.
He said his Dad emphasized the importance of work. So Mick spent his early years doing everything from babysitting to working at Roses, Western Auto, Iveys, Chapel Hill Tennis Club, Finley Golf Course and WCHL.
The first year that Mick made $1000, his Dad sent away for the proper tax forms. Read more
Your Time – It’s All You’ve Got
A Time/CNN poll found that 65% of people spend their leisure time doing things they would prefer not to do.
Do you find that sad? Or maddening?
Let’s face it…we all have some things we would prefer not to do. Laundry and litter boxes come to mind.
But wouldn’t it be nice if we were spending MOST of our leisure time doing things we really want to do?
You? A Bottleneck?
This is a true story – heard every day – from all walks of life.
The names have been changed to protect the innocent and guilty.
Jane could be a co- worker, student, direct report, family member – actually anyone in your life.
In this version – she is a customer service rep trying to keep your customers happy.
You – you are the boss.
Jane gets calls and problems from customers.
She comes to you for solutions.
There is a backlog of decisions for you to make.
Jane is frustrated.
Everyone keeps pressing her for answers you have not yet given to her to give to them.
If you are like most people, you are wishing Read more
Dressing for An Interview
In May of 1960, Joy Hakan went to a job interview in the Personnel Department at UNC – Chapel Hill. All she knew at the time was that she “needed to be properly attired.”
So she wore a neat navy blue suit with a white collar, a little hat, white gloves and high heels. She must have impressed Personnel because she was sent to interview in three different departments and then actually got to take her pick. She chose South Building not even realizing that a position there was considered to be the most prestigious.
For the next 16 years, Joy worked alongside three different chancellors – meeting fascinating people and doing rewarding work.
If you know Joy, you know that she has many qualities that enabled her to land and keep such wonderful work over the years.
Yet she believes her attire was an important key to success.
Though the hat and gloves are no longer needed today, Read more
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