“It’s a beautiful thing to become someone that others enjoy rather than endure.” —Don Miller

How do we do that as a team?

It starts with each one of us committing to make a positive impression individually. Often, what a customer thinks of all of us comes down to the actions of one person.

I read a marketing blog each morning crafted by Miles and Company, where Tim Miles, the author, highlighted key behaviors that stood out for me:

• Listen: Give your undivided attention. Focus on the concerns of others.
• Find a Way to Say Yes: A wise mentor of mine had a rule: “Never say ‘no’ to a customer.” He didn’t mean that the customer was always right, but rather that by starting with “yes” to an idea or request—even if it seems like the answer should be “no”—we spark creativity. We dig deeper, go the extra mile, and may even discover a new product to offer to more customers. The effort shows the customer that we’re on their side. Whatever the outcome, the customer knows we are for them, and relationships are built by avoiding immediate rejection.
• Say Thanks: Customers are the reason we succeed. The people we serve contribute to our value, and just as the service provider deserves thanks, so too should we honor the customers’ choice in selecting us. Expressing gratitude goes a long way.
• Fulfill Your Commitments: Do what is expected on time, every time. If you notice a shortfall coming, communicate in advance. This builds confidence and trust.

I often share the example of Karl Malone, a basketball Hall of Famer known for being a model teammate. Karl recalled the wise advice from his grandmother: “Karl, make sure they are always glad to see you coming.”

Do others endure you or enjoy you? Are they glad to see you coming?

-Howe Q. Wallace Jr.