We all know Customer Service is a key element of any business success. Our service to our customers manifests itself in many different ways, but it is our attitude that makes the difference. I find that too few of us these days want to own others problems and solve them. It is much easier to pass the buck on or do nothing at all.

I was faced with a similar choice yesterday, but to me there was no choice, as it is key to my own success to solve others problems. If you think about it, we all do this in business and it is this fundamental solution to a problem that keeps us all in business, so why then do so many fail to accept the every day challenges we face?

Yesterday, Sunday, I had a text from a stranded family who's flight was rerouted because of bad weather in Philadelphia. Their destination was San Juan, Puerto Rico but they ended their day in Charlotte North Carolina. Faced with no connectiing flight that same day they checked into a hotel to overnight at their own expense. Despite the fact the airline concerned had three flights the following day non stop to San Juan, they chose to offer my client a flight to St Thomas in the US Virgin Islands. My clients objective was to join a luxury cruise ship in San Juan and spend Christmas cruising the Caribbean. St Thomas was on the scheduled itinerary, but travelling there meant losing a day of their one week holiday. Not an ideal solution.

The airline chose to send the clients to St Thomas saying that all their flights to San Juan were overbooked.

The text I received said simply "Help - stranded Charlotte, please book hotel St Thomas tonight one night."

I made a few inquiries and contacted the client on their mobile phone. I rebooked them on one of the three services the airline said were all full, and after a long day, my clients made the flight and are now finally enjoying their much earned holiday.

To rub salt into the wound the airline made the passengers pay again for the flight from Charlotte to San Juan even though their original tickets were contracted to San Juan.

Needless to say I am now negotiating a refund for my customer of the additional fares they paid.

Were my clients happy? After a three hour wait in a queue and all the stress and uncertainty they endured, you bet they were! All I really did was own the problem and solve it the best way I could.

Businesses exist to solve others problems, do it well and you will have customers for life. It is not about the money, do it right and the money will happen anyway.
Merry Christmas to you all.

It's funny...

It is terrible if you are told you are doing something badly, but it is worse if you are not told. Conversely it is great when you are told you are doing something well but terrible if you are not. Why then do we spend most of our time not telling people when they do a bad job and little time telling them when they do a good job? Surely it is better for everyone if we do the opposite as things will only get better for everybody. I guess we come to expect rather than respect. Tell someone today when they do a good job, and tell them also if they could improve. Either way you should get respect for doing so.

Attitude

We hear this word mentioned all the time. Bad Attitude, good attitude, great attitude etc. etc.

Attitude can shape our life, our dreams, our expectations, even yes - our health.



I was sent this visual clip today as I am both interested in public speaking and this word Attitude.


Enjoy. http://www.linkedin.com/redirect?url=http%3A%2F%2Fwww%2Eyoutube%2Ecom%2Fwatch%3Fv%3DWtL8gTEuwvU&urlhash=OX6w&_t=disc_detail_link

In Search Of Success

This week we have helped a group of 9 young people start their journey to success on the Thanet Apprenticeship scheme. Over the last 3 days they have discovered secrets, tricks and strategies that will guarentee their success providing they practice them daily. They worked hard, had fun and are now ready to start their journey proper on the road to fulfil their goals. Do you know what? I feel terrific too!

Big Five Announcement

Beyond Excellence just helped a friend achieve one of his Big Five today! What is a Big Five - a list of those things you most want to do, see or experience in YOUR lifetime. It is all about being YOUR Best.

If you have a Big Five then fantastic. If not you should, because without one how will you achieve your life goals? To find out more....
Visit our web site www.beyondexcellence.co.uk

In inspirational quote from an inspirational man

"Live as if you were to die tomorrow. Learn as if you were to live forever." Ghandi.

A great motto to "live" by I think.

If you could help someone...

If you could help someone achieve something, or improve something, and it did not cost you anything but a little time would you help them?

Most of us would I am certain of that because most people are naturally helpful.

This is really what being a member of a Business Focus Group (BFG) is all about. There is no cost to sharing your experience with others.

Why not do someone a favour and join us on 20th August, it would be great to see you and I guarentee you will learn something new too.

Here is a thought

Here is a great thought sent to me by a friend.

"Most people consider themselves successful because they are wealthy and yet...

Experience shows that you have to be successful first and then you become wealthy.

As so often happens, most people get it the wrong way round!"

Business Focus Groups (BFG)

Coming to Thanet on 20th August 2009




Designed with the small business owner in mind.



Following the success of our popular Masterminding groups for business we are pleased to launch the BFG - Business Focus Group.

Exclusively suited to the small business owner the BFG will focus on your business success and growth. Each month your trusted peer group will meet and share expertise, and experience, using tools and strategies proven to work in the real world of the small business entrepreneur.

The BFG is a proven tool for success and month by month you will see your business grow.

With a NEW group starting this month, NOW is the time to join us

Diary Date: Thursday 20th August 5pm - 7pm
Venue and directions: Click here



To reserve your place at this exclusive meeting contact me today: pr@BeyondExcellence.co.uk