Zing Train Take-away

Marigold brought Zing Train to town last week and the 150 people who took part in all or some of the day have been raving about the content shared by Stas' and Ann from Zingerman's. I think each person had a different aha moment that they wanted to share as soon as they got back to their own business.

Mine was this: Customer service isn't just for customers. Customer service extends to employees, co-workers, vendors and yes, even competitors. How we treat other people and organizations contributes to our brand and reputation in the community.

If a co-worker is being crabby, instead of blowing them off or complaining about their bad attitude, maybe an offer of help would break their bad-day cycle.

• To the receptionist about to explode: "Looks like some one really teed you off, can I answer phones for you for 5 minutes so you can take a break?".
• To the vendor or supplier sounding overwhelmed by your order: "I know you guys are crazy right now, want me to call you back in an hour?"
• To your business partner who can't focus on your conversation: "I can see you have something important going on that's distracting you, should we shelve this project for a few days?'

In each of these cases we could legitimately complain that the other person was not being "professional" or whatever other derogatory term you choose. But haven't we all been there, when a kind word of understanding without a bunch of questions would have been sooo appreciated.

Unless this is a chronic situation, being helpful in their "moment" creates such a better environment for everybody.

Mary

National Customer Service Week

What is great customer service? Like many things, hard to define, but you know it when it happens. Here we find ourselves in National Customer Service Week and you may think of this as an opportunity to experience it rather than give it. For many of you in professional careers, a customer service conversation makes you think of your employees interacting with your customers. You may groan or feel helpless.

Great customer service starts with the spirit of service from the top. Great customer service begins with managers and bosses treating their staff in such a way that it oozes out of every organizational pore.

Later this month Marigold brings ZingTrain! to town. Many years ago, the TC Area Chamber brought Disney trainers to town and many organizations sent their staff. Marigold welcomes your staff to Zing Train! but hopes to see many leaders there. Without you, your staff can only dream of great organizational culture leading to change.

October 29th promises to be a game changer for many. The Zing Train! staff brings all the wisdom of Zingerman's Deli in Ann Arbor where food and non-food industry leaders go for raising the bar of excellence. You can spend a grand to attend their on-site training, or $99 to come to Marigold Zing Train! at The Great Wolf Lodge.

The folks at ZingTrain are so confident in their approach, that many of their worksheets, essays, and forms are available on-line at no charge. Click here to requests a few.

Not to sound grandiose here, but this single event could truly change the Traverse City experience, no kidding. If you lead a company, a church, non-profit, or PTO, this one day event could set a new course for you and your organization.

Click here for more information.

See you there!,
Mary Rogers