Recently, an attorney friend of mine shared a story about a new attorney that came into their firm. She had her slick brief case and smart clothes. She wasn’t just an attorney, she was an ATTORNEY. She waited to return phone calls and she did things on her own clock. It wasn’t too long before someone at the firm invited her into their office and said firmly but gently, “If you think you are in anything other than a service industry, you are mistaken. We are the same as a fast food worker. We take care of people and their needs quickly and we care.”
I love this story because it captures what we need to remember. The consumer is not there to serve us. We are there to serve them. Yesterday, a group of business leaders gathered at Creative Company to become better at enchanting, serving and leading others. If you were not able to join us, know that you were missed, because as much as what we share is solid and needed, the real value comes in the time we spend with each other learning about how real leaders are tackling these issues in their workplaces.
If you would like us to come to your workplace and present a “lunch and learn” on what consumers are thinking and how to enchant them, please contact Laura Gallagher at laura@thecreativecompany.com. The fee depends upon the number of people in the session, but really, what business can afford not to enchant in this economy?
To get a taste of what we covered, we’ve included the links from the day. Thank you for reading our blog, being part of our community and being part of what makes being in a service business so great.
The key take-aways for the day:
· Enchantment is in short supply in Madison, Wisconsin, so that means there is a lot of opportunity for those businesses who enchant others.
· Consumers are not loyal to anyone brand so you must make each experience special.
· Have eyes that see. Look at your business from your customer’s perspective because that’s the only that matters.
If you want to share what you learned with others on your team, the links are here:
The Art of Innovation (8 min.)
· Make Meaning
· Make Mantra
· Jump the curbs
· Roll the Dice
· Don’t worry – be crappy
· Niche thyself
· Let the flower’s bloom
· Churn Baby Churn
· 10/20/30 Rule for Presentations
10 Points of Enchanting Others (11 min.)
- Achieve likability
- Achieve trustworthiness
- Get ready – Deep. Intelligent. Complete. Empowering.
- Tell a story
- Overcome resistance to your enchantment.
- Endure
- Don’t use money
- Enchant up
- Enchant employees – Mastery. Autonomy. Purpose.
- Use technology. Remove the speed bumps.
Sister Corita Kent: This nun is a punk.