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
Today lets delve into this very crucial topic-
Creating 5 Star First Impressions in Your Business
If you are like many business owners, you may be spending tons of money on marketing and advertising-to announce to the marketplace about your business but are you taking advantage of your marketing success? Are you assuming that once they’ve been attracted to your business that they’ll spend money, and become & remain a loyal customer?
True, advertising & marketing is what brings them in, makes them aware of you, and causes them to consider purchasing your product or service. However, are those marketing and advertising dollars that you are spending to get them in the door, or on the phone, or on your site, being wasted because you did not spend the same amount of time, care, attention and training on creating that great first impression? This happens all the time in industry after industry, business after business.
We must make the Service that we provide, and the Experience that we deliver to our customers, as more important, than the advertising hook that entices them to consider doing business with us.
How to Create a 5 Star First Impression
Before I share with you some thoughts on how to create a 5 Star First Impression, let me ask you a question-When does one make a first impression? Is it when the customer or prospect first meets you? Or is it when they walk into the reception area or the lobby of your business? Is it when they call you on the phone? Is it when they look on your company website or your business profile on Twitter, Linkedin or Facebook or other social media site? The answer of course, is-yes, yes, yes & yes.
We must realize that oftentimes, a first impression is formed in the mind of the prospect or customer long before they even set foot in your place of business, long before you get the chance to meet them.
Things that Influence a First Impression
1.) Your Reputation in the Marketplace–
What do other customers, (previous and current) say about your business?This can be ascertained through looking up online reviews on Yelp, Trip Advisor, Angie’s List, Sotellus, or other sites specific to your industry. This can also come from the most powerful and cheapest in cost-(as in free) form of advertisement- W.O.M. or Word of Mouth Marketing. What are those customers saying about you, your business, your staff, how easy it is to do business with you, how you treat your customers, the quality of your product or service?
Your competition-what do they say about you? Most people who are honest will speak fairly about their competition even though they may not like you or feel happy about the share of the market that you command. Unless one is in politics, a person generally is not going to make up lies about their competition. Does your competition speak highly of you, say you have integrity, admit that you have a decent product, that you treat your customers well?
Your employees-How do they feel about your company as a place to work? Are people clamoring to get hired at your place of business? Or do employees dread coming to work at your there? When you have an opening are you easily able to find qualified candidates or does said position remain vacant for long periods of time?
All of the above contribute to your reputation in the marketplace and can have an influence upon potential customers’ first impression of you and your business. However accurate or inaccurate those assumptions may be-there is a strong likelihood that a customer considering your company has been affected by some of these opinions of others.
We hear this in real estate all the time-‘location, location, location’. This certainly has an impact upon a person’s mental perception and thereby their first impression of the business. Are you located next to an empty lot and dilapidated old buildings? What does the front of the building look like? What is the look and feel of the lobby? Is the lighting inviting? Is the music, the decor etc. appropriate to the type of business? What do these things combined make a person feel as they walk in? If you are running a professional law office or dental clinic, for example, you probably don’t want to have super bright lights, extreme gaudy color schemes and hard core heavy metal or rap music playing.While all the things we mentioned so far can and do have an impact and influence upon a customer’s first impression-many of us are not the business owner and we don’t make the decisions on such things. So, how can we affect a customer’s first impression? The following are things that any one and everyone on the team/staff, regardless of position, can control. You are the one who can greatly influence and either positively or negatively affect a customer’s first impression.
When someone walks in to your place of business-Welcome them. In fact actually saying the word “Welcome” will make the person feel-welcome. Do not be on your phone, looking down. You should be looking forward, smiling, with expectancy. Don’t be more engaged in conversation with your co-workers that you make the customer wait until you finish your conversation. This is not being welcoming. It seems strange to me that people whose job it is to greet the customers or guests, are often looking down, unaware and seemingly surprised or taken a back when someone actually walks through the door.This is a place of business, right? So, be prepared and don’t be surprised when a customer comes in the door. As mentioned above, the environment, the exterior and interior of a business can contribute to a customer’s first impression, however, no matter how beautiful the decor, the ambience are, nothing trumps a friendly welcoming greeting from a live person to set the tone for a great first impression.
4.) Enthusiasm & Positive Energy
5.) Your Appearance
Dress for Success-that may be a cliche-but it’s a true one. How you feel about yourself is going to affect how you engage with customers. If you are at a place of business you ought to dress appropriately for where you work. If you are the front desk manager at a local fitness center then athletic attire makes sense. If you work in a hotel or restaurant, yoga pants might make you feel comfortable but probably aren’t appropriate for that environment. Being well groomed and dressed for the business that you are in all add up to make a great first impression.
There are a myriad of other things that can influence a customer’s first impression. This is merely touching on a few. The important thing to note is that there are many things we all can do, regardless of our job or position to positively affect a customer’s first impression. We all are the face of the business that we work at/for.
Thank you for Reading! I am very grateful for ALL my Soupfly readers from around the world!
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I Am the Customer Experience, Engineering the Emotional Journey,
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Excellerating Customer Service to Five Stars & Beyond,
Christoff J. Weihman
Las Vegas, NV
702 848 8955