Tag Archive | Eric & Yvette Auger

The Demise of the Unremarkable Average Guy Who Gives Away Caviar

Welcome Back to Soupfly!

This is the 3rd installment of the interview I did recently with my friends, Eric and Yvette Auger. I am again honored and grateful they chose to use our interview in their weekly business newsletter.
I hope you find value in  our conversation.

Christoff:

Yvette and I just got back from a quick week-end trip to Palm Springs where we stayed in a small boutique hotel: “The Parker”. I recommend this hotel to anyone who wants to experience service at its finest!

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From check-in, to housekeeping to room service, dining experience and pool staff everything was absolutely perfect! The level of personal attention we received was absolutely remarkable. It was so perfect that minutes before checking out and even though we were ready to go, I had to get my laptop out and write a Yelp review. They did not ask for it but I was so pleased with everything it would have been unfair for me not to! Click here to read my review.

What made our stay so memorable? It was not the facility even though it was impeccable, It was not the drinks even though they were tasty, it was not the food either even though it was 5 star fine dining and it was not the room either even though it was spotless and very comfortable…

It Was The People!

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And that leads me to the next segment of our interview with Christoff J. Weihman, customer service expert and author for the book “Getting to WOW! Everybody Wins with 5 Start Service”:

Eric: I have often heard that “being average is the death of a business” because it becomes unremarkable. You dedicate a chapter on this subject in your book. What is your take on this?

Christoff: Here’s what I’ve realized. The subtitle of my book is “Everybody WINS with 5 Star Service.” I believe that 5 star service can turn into 5 R’s. With 5 star service you will end up with, star #1: repeat business; star #2 is referrals that you get from those repeat happy loyal customers; star #3 is an increase in the positive reputation in your market, your town, your geographic location; star #4 positive reviews, and star #5 is revenue.

There’s no industry where you’re the only one. In a sea of others, if you are just mediocre, and you’re not going to stand out

In my trainings, I ask, “What are the 5 R’s?” 90% of the time that people say, “Revenue of course” or maybe they’ll say, “Repeat customers,” because they’re the ones who bring the revenue. If you give mediocre or average service, you are lost in the sea of other people competing in your industry… There’s no industry where you’re the only one. In a sea of others, if you are just mediocre, and you’re not going to stand out, you’re not going to build a great reputation, your business is going to fail, or you are just going to flounder and kind of bob up and down and not really go anywhere.

The great thing is, for companies, business owners and entrepreneurs that do have the right mindset and a desire to deliver excellence, I think it’s pretty easy to set yourself apart from the sea of mediocrity. It really, really is, because if you go just a little bit above average people take notice. In my book, “Getting to WOW!”, if you notice, I don’t talk about, “You’ve got to give champagne and free caviar.” It’s none of that. It’s only about the interaction with the individual. All the other things on the outside, the location, the ambiance, the décor that I’m talking about in a restaurant, but in any business, all those other things, all those do is enhance the experience, but if the interaction is not happening on a positive tone with the service professional, none of those other things matter. The event will become mediocre and unmemorable.

“How was the experience?” “Eh, it was okay. We’re not going back.”

People walk out of a location, whether it’s a hotel, a restaurant, a resort, or whatever, and if they didn’t have that perfect interaction … not perfect, but that great positive interaction with the service provider, they say, “Eh, it was okay.” “Yeah, but wasn’t it beautiful?” “Oh yeah, it was a great view. I was able to see the waterfalls or the mountains or the city, the skyline. It was beautiful.” “How was the experience?” “Eh, it was okay. We’re not going back.” It’s all about the interaction with the individual. Mediocrity is not okay. It’s not okay, but it is commonplace.

It’s not about everything being outlandish and extravagant. For example, when I worked in a restaurant, it’s about being creative, for one thing. I had a customer who liked to smoke cigars and loved wine. I remembered he had a favorite wine, and we were out of it, and I knew he was coming in with his wife for his anniversary. I knew that we were out and we weren’t going to have it delivered. I went to the store and I bought two bottles of wine, and I brought them in. He knew we were out of it, but I told him, “Hey, Ron, I know that you love this, and so I decided to go and get it for you. It’s on me.” Okay, it was a 20-dollar bottle. It would have been 60 dollars on the menu. I didn’t charge him for it, and it enhanced the experience.

One of my favorite words and most powerful words in any service interaction is “welcome.”

It could be anything. It’s remembering a birthday, it’s acknowledging. When somebody walks into the place of business, just acknowledging information that we already know. It’s their birthday. They’ve been here before. How many times have you been to a place where you’ve been there many times, and every time you walk in the conversation goes something like this: “Hi, have you been here before?”, “Yeah, don’t you remember?”, “Oh, yeah.” Instead of just saying, “Hi, welcome back.” To me, one of my favorite words and most powerful words in any service interaction is “welcome.”

How often do you look at your interactions with the world through the eye of the other person?

And if you did what would they see? This is a fascinating exercise to conduct and there is a lot to learn from it.

At the end of the day, what you think does not matter nearly as much as how you make your clients, friends, family members feel.

Don’t be the average unremarkable guy who gives caviar and thinks he is amazing! Instead, focus on the experience as perceived by the people you come in contact with.

    Eric & Yvette Auger

For real estate and networking matters, we can be reached by email at Eric@ReElevated.com or by phone at (702) 813-2661

Thanks Eric and Yvette! Also thank you to all my Soupfly Readers from around the world! I appreciate every one of you. Please feel free to share your comments below.

Cheers and God Bless You!

Elevating Service and Hospitality,

Christoff J. Weihman

ASPIRE Enterprises

Las Vegas, NV

702 848 8955

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Pride & Humility; “The Way You Do Anything is the Way You Do Everything

Welcome Back to Soupfly!!

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Once again, I am humbled and honored that I am being featured this entire month in my friends, Eric and Yvette Auger’s business newsletter called LEADING.  This is part 2 of our recent interview discussing Customer Service and how Pride and Humility play a part. Please enjoy reading!

LEADING

An Inspired Life

by Yvette & Eric Auger

Pride & humility: “the Way You Do Anything is the Way You Do Everything”

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Picking up where we left off last week (Click Here For Last Week’s Message), having a servant leader heart is a Must to be, do and have everything we want in life. But one must also has a great deal of pride to lead an inspired life. It may seem at first counter-intuitive as pride and humility (as in being a servant) are often perceived as opposites. Christoff J. Weihman explains why both are critically important. Here is the second installment of our interview with him:

Eric: If you can serve your market you can also influence it. It’s in the process of giving a gift that we create value for which we get fairly compensated. The other side of the coin is we also need a great sense of pride. It is counter intuitive because humility and pride are often thought as mutually exclusive of each other. How does pride come into play if you think of yourself as a servant?

Christoff: When you think of a servant most think of humility. Certainly there is that aspect to it. How can we talk of humility and pride? How is that possible? You must be humble but you must be proud? They’re two sides of the same coin.

 People say “I don’t want to be a sales person, because they are perceived as people who aren’t always the most ethical.”

There is a mis-perception about sales people for example, you may hear people say “I don’t want to be a sales person,” because they are perceived as people who aren’t always the most ethical. A person who sells should be happy to see his/her customers at the bank, at the grocery store, at the restaurant, if they have a sense of pride about what they are doing.

I think that in America we are not taught to find your passion and pursue that for your career.” We usually hear, “Choose a college, get a good degree, get a job,” and it’s often later in life that many of us try to figure out what we really want to. Many of us feel that career and passion are two separate things. A person may not be in a job that is their ideal, but if they don’t have a sense of pride about being excellent at it, even if it’s for a short term, while they’re in college or while they’re pursuing an advanced degree, or while they’re building their business slowly outside of their regular job, if they don’t have a sense of pride about it, I guarantee you that once they are in their ideal job, their chosen field, their entrepreneurial endeavor, they’re not going to flip the switch and all of a sudden become a person of excellence.

“The way you do anything is the way you do everything.”
T. Harv Eker

There’s a great quote that I love from T. Harv Eker. He says, “The way you do anything is the way you do everything.” If you are a mediocre person, because you are in a part time job that you hate, you are going to be a mediocre person once you get that international business degree, and you’re going to be doing international sales across continents. You’re going to be mediocre at that. You’re not going to deliver great service, because you’ve already established yourself as somebody who is not a person of excellence and doesn’t have a sense of pride about what they do. That carries through in everything.

You can’t say, “There’s business hours and there’s not business hours.”

It is not about wearing a suit and tie but it is about the way people carry themselves, the way they speak, the way they act outside of their business, you have to have a sense of pride about that, because you’re always representing whoever you are. You can’t say, “There’s business hours and there’s not business hours.” Even if you’re working in a job, people see you for who you are. People recognize you and equate you with how they interact with you in whatever position, job or business you are in.

A sense of pride is super important because it complements having a servant heart. I believe both are super important to be successful.

How do you balance pride and humility in your life?
Are you intentional about balancing both in your personal & professional life?

Share your story with us and maybe we will feature you in our next installment.

     Eric & Yvette Auger

 

Thanks again, Eric and Yvette!! If you want to connect with them or if you are in the market to buy or sell a home in the Las Vegas area, please contact them at:

For real estate and networking matters, we can be reached by email atEric@ReElevated.com or by phone at (702) 813-2661
 Thank you for reading!! I am so grateful for all my Soupfly Readers from around the world. This month we have had readers from the following countries:United States, Canada, Brazil, Russia, Philippines, Norway, Australia, United Kingdom, Bahamas, United Arab Emirates, India, South Africa, Pakistan, Germany, Qatar, Malaysia, Sri Lanka, Albania, Portugal, Netherlands, Peru, Hong Kong, Nigeria.

I value my readers and enjoy when they reach out to me and introduce themselves.  Please feel free to comment below, message me and share on Social Media.

Elevating Service & Hospitality,

Christoff J. Weihman

ASPIRE Enterprises

Christoff@ASPIRE2WOW.COM

702 848 8955

http://gettingtowowbook.com/

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