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It’s been a while and I’ve missed you all. Here is a fresh serving of Soupfly for you to enjoy!
Breaking Free of the Mediocre Mindset (Choosing and Using Better Words)
Words have power. They have the power to affect us. Positively or negatively. The words we say. And even the words we think. Our words affect our mindset, which in turn affect our feelings and inform the actions we take. Words spoken and unspoken. Conscious and unconscious. Our words affect the people we speak them to. Words carry energy.
I have noticed for some time now that there is an overall lax in the workplace in terms of the way people communicate to and with customers. Every day, in so many interactions, we hear service professionals being very non-intentional with their words. Saying the same thing over and over to customer after customer. Do we even give any conscious thought to the words we speak?
At a retail or grocery store, “Did you find everything ok?”
A host or hostess to a guest upon entering a restaurant, “Two?”
A restaurant server to the guest, “Is everything ok?” “Are you still doing ok?”
At any business establishment, “Have a good one.” A good what I ask?
At a bank, “I can help.” Not “Hi, how may I help you?” ?
When a customer says “Thank you”, oftentimes the response is “No problem.” What happened to “You’re welcome”? And by the way, why are you not thanking me for my business instead of me just thanking you?
At some establishments, like The Ritz Carlton, they say, “My pleasure” or “It’s my pleasure”. What a difference that is. Which sounds better and conveys a better feeling message; “No problem.” Or “My pleasure”?
What is wrong with saying “Is everything ok?” you ask. Nothing really. But it’s just a word that the only thing it conveys is a sense of average. Mediocrity. Think about it, do you really want your customers to be ok? Or would you prefer their experience to be great, awesome, wonderful, enjoyable?
My mentor and friend, James Dentley, says that average or mediocre is “The best of the worst and the worst of the best. It’s the top of the bottom and the bottom of the top.” Now tell me, is that what you want to be? Average? Mediocre? The words you use reveal what is in your mind. Are you being intentional or are you just using words that you’ve always used everyday and that everybody everywhere always uses?
Yes, I am particular and conscientious about the words I use and choose. But I too, fall into the trap sometimes. In fact, last month when I was speaking at a large sales rally in Chicago, I had just mentioned earlier in my presentation that we should be intentional and aware of the words we use. I even recommended omitting the word “ok” from our vocabulary and replacing it with something that carried more positivity. Then, literally moments after I mentioned this, I said, something like, “Is it ok for us to have fun?” And they all shouted “No it’s not ok. It’s great.” Good to know that they were paying attention and that perhaps I made an impact. The called me out on what I myself was speaking about.
I believe there may be better words for us to use. So, for example, when you mean acceptable, allowed, etc. why not use those words instead of ‘ok’? When you mean comfortable, satisfied or feeling well, why not say that instead of “Are you ok?”
These are just a few examples of what, in my opinion is laziness and a mediocre mindset. I know that these professionals are not intending any negativity by the words they say. However, neither are they putting any conscious effort into conveying a positive energy. They are not setting the tone in an upbeat manner.
When calling a company, oftentimes, the person answering the phone doesn’t even say the name of the company. Sometimes it’s merely, “Hello,” It’s a simple thing, but actually saying, “Thank you for calling Tony’s Bistro. How may I help you?” goes a long way to making the customer feel comfortable. Do you really appreciate their business? How do you show it? Do you answer the phone in a way that sends out a positive, upbeat, and welcoming message? Or does it convey that you really don’t care who’s calling, if anyone is calling or not?
In a day when business in all industries is over-the-top competitive, there has to be a way to stand out amongst the sea of mediocrity. Are you just going through the motions, hour after hour, day after day at your job? Or do you look forward to coming to work, with a positive mindset, an attitude of anticipation, filled with enthusiasm and eager to be of service to your customers?
Do you come to work with a conscious knowing that you have the power to positively impact your customers? With your smile, your attitude, your energy, and your words? You do. Our words have power. Your words have power. What kind of impact do you desire to have upon those that you encounter every day? It’s your choice. Words do have power. But words filled with mediocrity convey no power. Don’t let your words merely convey mediocrity. Don’t ask if everything is ‘ok’. Refuse to think, be or say the word “ok”. It’s a mindset. Do you really want your customers, your guests, your clients to think that your service or product is “ok”? Wouldn’t you love if your customers perceived that doing business with you was a pleasant, exciting, fun, stress free, and enjoyable experience? Something more than just ‘ok’?
In the words of my mentor, Les Brown, “You have greatness within you.” Let your words be one way in which you share that greatness with the world.
Thank you for reading. I am super grateful for all my Soupfly readers from around the world. If you enjoy what you read please comment below, follow and connect with us on Social Media!
Cheers and God Bless you All!
Christoff J. Weihman
To order copies of my books, Getting to WOW! or The Customer Experience please go here:
In case you haven’t heard, a little over a week ago, on June 30, my 2nd book, The Customer Experience hit NUMBER 1 on Amazon in 3 Categories and in paperback and Kindle version in those categories!!
Business & Money-Customer Relations-NUMBER 1
Sales & Marketing-Customer Service NUMBER 1
Business & Money-Leadership & Training NUMBER 1
Also, we were number 3,8 & 10 in 3 other Categories Business & Money-Company Culture Business & Money- Company Infrastructure Small Business & Entrepreneurship
I am Super Grateful to all of you who participated, supported, purchased, and helped me achieve this Amazing Accomplishment. I couldn’t have done it without you. You know who you are.
God Bless you-Every one of you!
Also, I am deeply Grateful and filled with Appreciation beyond words to my Amazing Wife, Life & Business Partner, Michelle Renee Weihman who was by my side to make this happen together.
There are a lot of very exciting things in the works coming from Christoff J. Weihman, The Customer Experience & ASPIRE Enterprises.
I am available for interviews on podcasts, radio, television, Facebook lives, any other media to share value from The Customer Experience Cheers Everyone!
In Celebration of this accomplishment-we have marked down The Customer Experience from it’s normal price of $26.95 to only $20.00-available on my website.
Order your copy today and I will gladly sign it for you!
For International orders outside of the United States-please order on Amazon:
I appreciate All my Soupfly Readers from all over the world.
Please feel free to connect with/follow me on Social Media and to leave comments below!
Cheers & God Bless You All!
Christoff J. Weihman
702 848 8955
The Cure to Procrastination
Have you ever started a project and not finished it? Have you ever told yourself you’re going to do something but it never got done? I know I have. Many times. You start off with a grand vision, an amazing idea, you put your ideas down on paper and you start with high energy and enthusiasm. Then after a couple days or weeks or months the excitement wears off. You get distracted. You lose your focus and drive. Oh, you still dream about doing or finishing the project you began, to write a book, start an online business, take art lessons, but for one reason or another you put it off. You procrastinate. The project winds up in a drawer, on a shelf or somewhere out of view.
Oftentimes people use perfectionism as an excuse to procrastinate. We have the mindset that it needs to be perfect before we can release it to the public. But what this does is delay sharing your genius, your talent your gift with the world. And that is a shame. You were blessed with your gifts and talents so you can be a blessing to others. Your gifts are not for you. You were given them so you can share them with the world. By procrastinating, you are cheating your audience.
Here’s the truth, your project will NOT be perfect. There may be flaws, mistakes. If you’re writing a book, even if you have the most educated, experienced, talented editor, there still may be a misspelled word or incorrect grammar. Don’t sweat it. You must be confident that you are creating something of value that people need.
The cure to procrastination is to have a standard of Excellence and then to realize that it may not be perfect. I’m not talking about being satisfied with mediocrity. It’s good enough mindset is not good enough. You have talents and gifts to share. Use them. Develop them. Be the best you that you can be. Go create that project with a standard of Excellence and then once it’s great, even if it’s not perfect-put it out there. Publish it. Release it. Share your genius with the public. Realize that NOT everyone will love it. That’s okay. There is an audience that needs to hear, and receive what you have to share. There are people who WILL love what you have to say, and share.
So, stop wasting time. Set a deadline for yourself. Envision the powerful positive impact your creation will have upon your audience. Set aside the time, put away the distractions and tell yourself, “I’m going to do this.” And then set about to getting it done. You will feel so elated once you’ve accomplished it. Doing so will exponentially grow your confidence and the world will be happy that you have shared your gift. You have greatness within you, don’t let it stay inside.
Thanks for reading. I appreciate all my Soupfly readers from all over the world. If you enjoyed this post, please feel free to share on Social Media.
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Christoff J. Weihman
702 848 8955
Welcome Back to Soupfly!!
It has been a while since I’ve posted an article here but now I’m back!
I miss all my amazing, supportive Soupfly readers from around the world. There are so many exciting things happening which I will share at the end of the this article. I hope you enjoy this.
“It has been said that Perfection is unattainable, but my experience has proven that Excellence is within our reach, and I’ll choose and aspire to Excellence every time”
People often make mistakes, miss the mark and mess up. We forget to call a customer who is waiting for an answer. We hit the wrong button disconnecting a customer who’s been on hold for fifteen minutes. We put the wrong address on a package to be shipped, we ring in the wrong item on a customer’s order and we charge them double, and God forbid, but sometimes we mistakenly give the wrong medicine to a patient. We are human. We are fallible. We make mistakes and we are imperfect beings. But our goal, our standard, what we aspire to must always be a standard of Excellence.
A person of Excellence is always a person of Excellence. The customer experience will inevitably, at some point, have missteps and imperfections. No customer expects perfection. If they do, they’re not living in the real world. What I hope for is that you desire and choose to become a person of Excellence. If you take pride in how you show up to work, your attire, your attitude, your energy, your demeanor, that is going to translate into an exceptional customer experience.
I’ve experienced many times at a restaurant when something was not correct. I call these instances a ‘Soupfly’-something that could go wrong, like a fly in your soup. I did not order soup with a fly in it. You, my server, did not put it in there, I’m hoping. And yet, there it is. But it’s not the end of the world, nor is it the end of the opportunity for me to have a great dining experience. You are a person of Excellence, so what do you do? First obviously, you apologize. No finger pointing, no excuses. Just take responsibility and own it. “I am so sorry, sir. We are not known for serving flies in our soup. Please accept my apology.”
Then what? Make sure you tell the manager and let’s move on. Bring me something that you know I will enjoy. If I’m vegan-I am, then do not offer to bring me your finest ribeye. If I’m gluten-free, my wife is, don’t offer to bring me your best fettucine alfredo. A person of Excellence is always a person of Excellence.
If you don’t take pride in how you answer the phone or set the table, how can I be sure that you are diligent in communicating my dietary needs and allergies to the chef when you place my order?
One of my favorite mentors, T. Harv Eker, author of Secrets of the Millionaire Mind, says,
“How you do anything, is how you do everything.”
And as my wife is fond of saying and reminding me, “A person of Excellence is always a person of Excellence.”
I think she is quoting me when she says that. No matter.
Your pursuit of excellence should carry through to every aspect of your work. This includes how you communicate with your customers. Excellence should be your standard in all you do, not just when someone is looking. Excellence and integrity are inextricably linked. You can’t have one without the other.
Excellence is NOT Perfection
We are not expecting perfection. We are expecting excellence. Striving for excellence allows for room to grow. Like my friend, International Speaker, James Dently, often says, “The largest room in the world is the room for improvement.”
We all can get better every day, as we strive for and make Excellence our standard. Excellence is not perfection. However, average is never acceptable. Don’t say or think or have the mindset of “It’s okay”. No, its not. Okay is not okay. Okay is mediocre.
Excellence is Contagious
When you commit to Excellence, that commitment will shine through and it will cause others to follow suit. You will positively affect those around you as you make Excellence your standard. You will be an inspiration to your colleagues and your peers. Your customers will be attracted to you and will come back for more because they know what you stand for and strive for. Excellence is what you deliver.
A championship team is made up of many champions, not just one superstar. This is as true in business as it is in sports. Michael Jordan led his team, the Chicago Bulls, to 6 NBA Championships. He set a standard of Excellence for his teammates. Yes, he was the leader but the team members rose to that standard of Excellence set for them.
You must do likewise for your team, even if you are not the official leader. You can lead by example. By being a person of Excellence.
Thank you for reading. This is an excerpt from my upcoming new best seller, I Am the Customer Experience, Consciously Creating & Elevating the Emotional Journey. Watch for it’s release mid-March 2018! We will be doing an Amazon Best Seller campaign the week that the book is released. I look forward to your support to help me achieve this awesome goal of becoming a Number 1 Best Selling Author on Amazon!!! And I humbly, thank you in advance for your support!
Online Course: I am currently developing an online course with YouWillChangetheWorld.com
The course will be based on content from my new book, I Am the Customer Experience. I am super excited and grateful for this opportunity to bring value to you in another format.
Training & Speaking: Last year was a great year in terms of sharing the message of Getting to WOW! / Five Star Customer Service. I was blessed and honored to speak to a number of conferences and do training for many clients. This year my goal is to speak on many more stages at many more conferences and seminars and to train thousands of people at a multitude of companies and organizations around the U.S. and Internationally as well. If you are interested in finding out more about how I may be able to Inspire, Motivate and Equip your Team to Elevate the quality of Customer Experience that you provide for your clientele, please contact me and lets talk. I look forward to being of Service.
Elevating the Customer Experience,
Christoff J. Weihman
702 848 8955