'Thumbs' up!

 

                                                                                       Edition 296 Monday August 24^th 2015

 

 

 

 

 

 

Hi,I am merely days away from taking possession of my personalised plate.’Lay-buying’ was a cool idea as it has made it into a hard earned award and ensured the anticipation has reached fever pitch!

Its like a lot of things you never notice them until you are personally involved or linked in someway.PP’s are no different….some I have noticed recently are; ROK IT, NVS, BSOLD2, IT CHIC,

HD ROC, GO IV IT, HAT TRK, U STAR…..quite clever really and quite a few out there in the traffic when you start looking for or noticing them.

Fletcher says;now his birthday is done and dusted he is focused on getting some early requests in to Santa Claus! Mum and Dad have seized the opportunity to reinforce the link between the jolly chap delivering and the terms and conditions of the Jones family ‘good behaviour contract’ document!

I am sure there are many ‘first signs of madness’ that people look out for but frantically looking for your missing phone while you are on it has to be right up there!!The fact it happened to me a couple of times last week means I clearly cant multi-task and could be losing it (the plot not the phone!).

It certainly was a source of entertainment/humour for those who observed this bizarre behaviourJ!

Almost as funny as my falling off the stage at a recent conference correcting the fall in mid air and effecting a styly landing that an Olympic gymnast would have been totally happy with (8 out of 10).

Ever noticed how useful thumbs are?....didnt really think about it till one was injured recently. Crikey what an invalid without a fully fit thumb(try doing up buttons and texting for example).Six stitches beats a sore thumb all day long so no sympathy vote or attention….such is life!!

Thank you for your feedback and support as we approach a huge ‘Upbeat’ milestone our 300th episode…..how exciting is that. I hope you are all well,have a great week ahead…..Cheers Jonesey!

 

Harry and the Hendersons reckon every dog has his/her day and that the wait is worth it!

 

 

“The single biggest problem in communication is the illusion that it has taken place.”
― George Bernard Shaw

 

I find most people are reasonable and approachable most of the time so why do customers get so upset sometimes?

In my observation it is caused by a lack of communication.

In a couple of examples recently I had to get involved with disgruntled customers who had got to the end of their rope because we had failed to communicate with them.

These situations could have easily been avoided if our customers had known what was happening!

To prove my point I got members of our team to make an effort to keep our customers in the loop when they requested us to do something…..even when we were unable to resolve things promptly.

I also got our team to make an effort to thank our customers after they had either paid us or provided us with information to assist us to assist them….WOW what a difference those simple things did to the relationship with our customer.

Instead of frustration leading to anger we had positivity that led to friendly thankful customers.

Like anything it is often the simple inexpensive stuff that makes the biggest difference.

I think the key thing for me was that even if the news is not that great it is still better than silence!

My next mission is to attempt to instill this customer communication  focused culture throughout our business so our entire team makes this a key goal daily.

There is no better feeling than successfully serving a customer and having them genuinely happy with you,your product or your service……that ladies and gentlemen is what makes the business world go round.There are times when the customer is definitely not right,it is our job to figure out how to show them without losing them….prompt positive communication is the key!Call a customer NOW!!

 

“The customer’s perception is your reality.” - Kate Zabriskie