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October 16th, 2009
We’ve all had that boss over the years that had no clue what really went on in their business. They spent so much time locked behind their office door that they became extremely removed from the day-to-day happenings of the business they worked so hard to build. It’s an unfortunate situation and one that can usually get way out of control resulting in lost customers, lowered revenue, service failures and disgruntled employees. The sad part is that these bosses usually “open the door” a little too late and spend tons of their time in defensive mode trying to clean up the messes that landed on their plate from “out of nowhere”.
There is an easy way to fix things like this and even prevent them from happening in the future. The simple fix is to open the door, roll up your sleeves and jump in with the crew. As a boss of a wonderful group of very talented people, it’s extremely easy and enjoyable for me to do this. These great people are a part of my family and I don’t want them to do anything that I can’t do or have not done myself.
To be honest, it’s quite a bit of fun to get back to the basics of your company and deal directly with the front line situations. Recently, I spent the day with the customer service group at my Houston Courier Service, Hot Shot Delivery. I answered calls, tracked packages, took orders, communicated with drivers and talked with tons of customers. It was a great day and I vowed to myself to experience this process more often. In just one day on the front line, I learned about a recurring service request that could turn in to a new service offering. I also learned some quick short cuts when working through our system as well as great insight about what motivates my employees.
I did not stop there – I jumped in with one of our drivers and spent the day making deliveries. That gave me the chance to see a day in the life of our delivery drivers. The traffic problems, their interaction with our customers, the challenges they experience and, again, what motivates them as independent contractors were all witnessed during my delivery day adventure.
As it seems to be in many areas, communication is the key. Opening the lines of communication with your employees can make things so much better for everyone and the way to do that is to walk in their shoes. See what they are going through each day and they are more likely to talk to you about their ideas for improvement and feel like an important part of the team.
Now don’t get me wrong, it is still extremely important for you, as the boss, to work on strategy, marketing and the “big picture” of your company. These are areas that can facilitate long term growth and additional revenue streams. Just find a balance between the two and you will see that your company will benefit greatly.
So, be sure to take some time and figure out how you can get more involved with the team. Your entire organization will notice, appreciate and communicate with you – which is a win-win for everyone!
Until Next Time,
Eric
Tags: Business, courier service, customer service, customers, management Posted in Business | No Comments »
October 6th, 2009
Recently, a friend of mine told me a story that I thought I would pass along. He and his family were sound asleep in their beds when they were abruptly awoken to their home security system in full panic mode. All of the sudden, he was forced to be at his most alert state and ready to defend his family from the foe that tripped his alarm. When you have kids, the idea of staying behind your locked bedroom door to see what the police find when they get there is not really an option. His first thought was to get to his children and he was practically racing his wife to their rooms. Your safety often takes a backseat when you are faced with the need to protect your helpless children from harm. So, he and his wife get to their kids and then… well, I will finish this story a little later in my post.
The point is, this story really got me thinking. In my home, I feel secure and at ease and this is the type of situation that can make you feel like your “peace of mind” is not truly warranted. It also made me realize all of the other areas in life where people have a false sense of security. Now, this is not meant to scare anyone. That is not my desire. However, it’s meant to educate and inform you of the right questions to ask to make sure you are dealing with a company that keeps your security in mind.
A few years ago, the City of Houston implemented a towing program to help to clear the roads of accidents faster. Many cities around the US incorporated similar programs and were met with success and controversy all at the same time. One of the concerns that arose was regarding the Towing Companies that were chosen by the city to clear these accidents. Many of the cities that ran this program did not do proper background checks, insurance checks and licensing checks on these companies. These tow truck drivers had access to your vehicle, your personal information and often would have to escort you and your family to a different destination. It was found that many of them were not licensed, had no insurance and in many cases had extensive criminal backgrounds. This is not the type of situation that your city should put you in. Many of these programs are no longer in existence due to the problems that occurred. One way to avoid this is to work with companies that can provide proof of background checks, proof of insurance and proper licensing. And as always, when in doubt…ASK. It’s your right to know and their obligation to provide that information.
In my industry, it’s a shame how many people just trust their personal packages with companies that don’t do background checks, are not bonded, licensed, follow OSHA compliance or even check to make sure their drivers are insured. These packages are obviously important and time sensitive and in so many cases, never make it to their destination. The sad part is that the sender or the receiver can’t do much about it. This is an easy situation to avoid. Companies like my Houston Courier Service, can provide the proof you need to feel secure about your packages. Any company you work with should have this proof readily available to give you the peace of mind you need to feel that your belongings are safe when out of your hands. Paying a dollar or two more for a delivery from someone who has gone through the process of making sure your packages are safe is a no-brainer in my opinion.
Now, in a more personal area…your home. This is the area where you need to be the most alert. Work with companies that are in good standing with the Better Business Bureau. Work with companies that your friends can refer to you. You are letting people that you don’t know in to your private home and around your family. This includes your yard company, your cable company, your appliance company, repairs, carpet cleaning, etc… Be smart about who you let in to your home and be sure to stay on your toes the entire time they are there. Keep notice of all activity and don’t leave them in a room alone. Stay aware and stay safe and work with companies that have the safety and security of their customers as a top priority.
Now, to get back to the story of my friend and his tripped alarm in the middle of the night. After some discussions with the Security monitoring service and a little investigation, it turns out that a house fly was their “foe” ready to cause harm to the family. Apparently, that little fly flew right in front of their very sensitive motion detectors and the rest is history. The family is safe and got a good laugh out of the whole thing, but I can’t say the same for that poor house fly.
Until Next Time,
Eric
Tags: Business, courier service, Safety, security Posted in Family, Safety | No Comments »
September 29th, 2009
Lately, I’ve been purchasing a few more things online than I usually do. I guess I’m embracing the convenience of the internet and even more the convenience of receiving all of my purchases to my door instead of leaving to shop around town for hours. What I’ve realized as I buy more online is that I tend to rely on the reviews of products vs. the marketing of those products. Now don’t get me wrong, I’m sure that many websites have fake reviews. Knowing this, I tend to read through things with a doubtful mind, but I often still get the information I need regarding the product or service. This made me realize something that I want to share with others. When you get good service or a great product…
Shout it out to the world!
I won’t go as far as saying it’s our duty to others, but I’m getting very close to feeling that way. People rely on their community to give them honest and accurate feedback about businesses, products and services. It’s our way of weeding through the junk to get to the great stuff. Without this, we will continue to keep people in business that treat their customers poorly, don’t back up their products and cheat people out of their money. If people speak up about the great companies, then the bad ones will lose business in the process.
A little example from my life – I recently had to switch banks due to a poor service issue that I could not ignore. This bank has been a part of my life and my Houston Courier Service, Hot Shot Delivery, for years. The sad thing was, it was an easy decision to finally make the switch. Somewhere in this “bad economy”, this bank forgot the importance of loyalty, customer service and convenience. It became all about numbers and the bottom line for them. I had recommended this bank to my employees, my contractors, my friends and business colleagues. I could not sit by and watch as their new philosophy caused problems, inconveniences and frustration for multiple people. So, I took a stand – changed banks and told others my reasons for leaving.
Good service is not optional!! It’s not a thing of the past, it’s not a choice and it’s definitely not a perk. It’s expected by me – Every Time. And for that matter, I expect my company to provide that good service to our customers. And, if you don’t get it – Tell me about it! I want to know how my company can improve because I want Hot Shot Delivery to be around in the future. I want to provide the level of service that gets shouted out to the world. High quality, high caliber service that people want to recommend to others. That’s when I know I’m successful. Treating customers like they matter, because you know what… they do.
It’s really very easy to let people know how you were treated or how your new product compares to your expectations. If you are worried about putting your active email address out on the internet, it’s simple to create a “review email account”. Email accounts from Google, Yahoo and MSN are all free. Create an account that you use to review products and give feedback. You will be doing your part and helping others with their buying decisions. People need to know when you have found something so great that it’s made your life easier. They also need to know when you have run in to bad service issues so they can avoid the same problems. It’s a way of giving back through your time and your opinion. You are helping people – it will make you feel great!
Think about it for a minute – can you go through and recommend to others a service that you currently work with? Your doctor, your veterinarian, your dry cleaner, your local delivery service (grins) – are these companies so great that you want to shout it out? If so, look them up online and do a local review of their service so that others who are in need of that service can be one step closer to finding that great business experience too.
Do you have any other great ideas about getting the word about great service out to the masses? If so, let’s chat more about it. Comment on this blog and I’ll get back with you shortly.
Until Next Time,
Eric
Tags: courier service, customer service Posted in Business | No Comments »
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