.....don't forget your dog!

The weekend has finally arrived...now get ready for some heat! Saturday and Sunday are going to sizzle with highs getting into the low to mid 90s…or higher. The ridge of high pressure will keep things sunny and dry all the way into your work week.

We all suffer in hot weather. However, for elderly and disabled people and those with chronic health conditions such as vascular disease or diabetes, the weather does not have to hit 100 degrees to cause heat stress or even deadly heat stroke….and don’t forget your dog!!

As we age, we gradually lose the ability to perspire and regulate our body temperature. This is why older people tend to overdress—they don't feel heat the same way anymore. Heart rates do not speed up-or return to normal-as fast during exercise. Older skin also thins and offers less protection from the sun. Poor circulation, heart, lung and kidney diseases, and high blood pressure increase the risk for heat-related illness. Being overweight or underweight also increases risk....and don't forget your dog!!!

A Naples, Florida, man was convicted of cruelty recently when his dog died after being locked in a car for four hours on a warm day. The dead dog’s temperature was still almost 110ºF a full two hours after police removed him from the car. The man was sentenced to six months in jail and slapped with a $1,000 fine for “animal cruelty by abandonment.”

I always try to have sympathy for defendants before making a decision,” the sentencing judge told the man. “I don’t have any sympathy for you.”

Why was the judge so unsympathetic? Because he believed that the man, a doctor, should have known better than to leave a dog in a car for hours with one window cracked just an inch. Indeed, all of us should know better, especially when temperatures climb into the 80s and 90s like they are this weekend. But even a mild day can be dangerous. In May, a dog died after being locked in a parked car on a sunny, 67°F day in Albany, N.Y., even though the car windows had allegedly been left open a crack.

During the “dog days” of summer, the temperature inside a parked car can climb to well above 100ºF degrees in just a matter of minutes. Beating the heat is extra tough for dogs because they can only cool themselves by panting and sweating through their paw pads. Their PAW PADS! So when you are walking your dog on a hot day....on the sidewalk....think!!

In this weather...heatstroke can come on quickly and result in brain damage or death. Watch for symptoms such as restlessness, excessive thirst, heavy panting, and lethargy, lack of appetite, dark tongue, rapid heartbeat, fever, vomiting, or lack of coordination. If your dog shows any of these symptoms, get her or him into the shade immediately and call your veterinarian. Lower the animal’s body temperature gradually by providing water to drink, applying a cold towel or ice pack to the head, neck, and chest, or immersing the dog in lukewarm (not cold) water.

 Many people don’t realize how quickly animals left in a hot car or outside without shade or water can succumb to the heat.

Never leave a dog in a parked car. On a mild 73ºF day, the temperature inside a car can reach 120ºF in 30 minutes. On a 90ºF day, the interior of a vehicle can reach 160ºF in minutes. Next time I see this in Portland...a dog in the car on a hot day with the window slightly cracked....prepare yourself when you come out from your shopping spree....I'll have a surprise for you! (a well-ventilated car)....

Please...don't be stupid.

.....2 out of 3 ain't bad!

No doubt you've been on the receiving end of lousy customer service a time or two. You've come to a company with questions only to be told by some sterile voice to press this or click that until you arrive full circle to your starting place with no help at all. Or, worse, you've reached some bored CSR (Customer Service Representative) who calls you by name but delivers only the infamous phrase, "I am sorry, but there is nothing I can do."

Now you are on the other side of the equation. You own a business or you manage a department or you are now in sales and you want your customers to be happy, to come back for more products or services, and to tell others wonderful things about your company. What do you do?

Whatever it is that your company does, no matter how you do it, you make a promise to each and every customer that darkens your virtual door. You enter into a contract, even if the terms aren't explicitly stated. The consumer pays you something, and you promise to provide a product or a service. There are pledges of quality and quickness. Customer service involves living up to your word on these matters, but it really gets to shine when something goes wrong.

Here's the thing. Mistakes are opportunities -- golden ones. Here's why. Studies show that a satisfied customer will tell 2-3 people about his experience with your company. A dissatisfied consumer will share their lament with 8-10 people and some will push that number to twenty.

But here's the opportunity. An unhappy customer will become a loyal consumer if you fix his complaint and do it quickly. Eighty percent (80%) of these folks will come back to you if you've treated them fairly. That percentage rises to the upper 90s if you respond immediately. Every day you have the chance to transform your mistakes into returning customers -- the kind who will tell other people good things about you. Imagine that.

Authority to resolve problems is what your front-line people need to keep your customers happy. Companies that don't trust their CSRs or sales people engender fear in the employees that becomes an unwillingness to provide the "on-the-spot" solutions that create loyal customers. "I'll have to check with my supervisor", is a formula for disaster. There is a high correlation between excellent customer service ratings, a solid bottom line, and employee loyalty. Build these strengths into your structure. Teach your CSRs to say, "I can fix that," and give them the authority to do it. They won't give the store away. They will deliver profits.

Service that goes beyond expectations. If you've made a mistake, fix it, and then provide a perk for the customer-something that says, "I'm sorry," and, "I care". When all is said and done and the dust has settled, follow up with the customer. "How did we do?" "Is there something else you need?" Chances are you'll get another order on the spot.

A forum that gives a voice to the silent customer. Fewer than 10% of dissatisfied customers actually complain to a company, but they do complain to each other. They'll tell other people what you did wrong, even if they never tell you. Remember the statistics, and give these people every opportunity to tell you how you're doing. What you don't know can certainly hurt your company. Call them. Send them an e-mail. Write them a letter. Ask them if they're happy and what they need from you. Much of this will lead to more requests for your services or products.

Now, none of this takes into account the occasional customer that is rude, irate, and unreasonable. They're out there and despite what you've been told, they are not always right. But this is true, they are always human and chances are they will cool off and get their wits about them when they realize that you are listening, that you can help them, and that you care. Most customers will respond favorably to good manners.

Price and value weigh heavily in the minds of consumers, especially in tough economic times. Many consumers say companies haven't done enough to improve their approach to service in this economy. But it gets tougher to 'beat everyone's price....have the highest qualiity product....and provide the best customer service.'
 
Can we say...best 2 out of 3?

...don't let your boss design the office!

Seems like all the employer wants to do today…is to ‘cram’ as many people in a space as humanly possible. "Tracy, it's all about saving money!" "We need to save in today's uncertain times."

But didn't we learn from our mistakes from the past? Didn't we already do this back in the 20's and 30's?

Back when "they" wanted to save money because of the times....Really?..is it saving you money? Or perhaps you don't know how to "ask" for help from a professional? Space planning is important!

Ask the clients that expect it to be 'free' when working on a complex project. (It's all about saving money....so the vendor has no value any longer). "I can find it cheaper on the Internet Tracy." Well, what if it doesn't fit in your office....or a column is in the middle of an employee's station? Can you imagine? Well, it happens everyday to the employer that knows little about planning....or the "assigned" info-gatherer on the project.

There’s several practical and real return on investments (ROI) that a new or refurbished office could deliver to any business …even in today’s economy. Start with the planning and the rest (even your choice of cheap furniture) will fall into place.

Increasingly people are the greatest asset of a business. An office plays a role in keeping staff, and in attracting the best new recruits. The mechanism does vary but in general people prefer a productive workplace to be efficient….believe it or not.

Just as a data network is vital for computer systems, so a human network makes a business better. An office interior that fosters and frees-up communication can significantly benefit a company. Glass partitioning, low furniture-heights and office 'nodes' that are given consideration and importance all contribute to internal communication.

Offices are including space to create alternative environments away from desks and cellular rooms. These alternative spaces support people to work in different ways. Typical is a space where staff can think and interact. People respond to bright, open spaces with more expansive thought processes, whereas structured and more enclosed areas are best for concentrating on tasks.

Most jobs have a variety of tasks. A desk is good for clerical activities, but when concentration is needed a quiet space might be better. Similarly, interaction within a small team isn't always practical with a few desks in the way. To get the best productivity at work...give staff the best setting for the task. This is the same principle as a factory floor, just applied to the office.

Back problems, sick building syndrome, respiratory illness due to poor air condition...all examples of how an office can have a negative impact. A well designed office will mitigate the problems of absenteeism.

A good office will encourage clients to travel to meet at your location, rather than travelling to theirs. This reduces unproductive travel time, reinforces your company image and adds to the 'buzz' that good offices have.

And finally, the daily tasks of filing and retrieval, accessing company information and knowledge, and printing and copying should all be as streamlined and productive as possible. Poorly designed offices can often sap hours from a working week through inefficient storage, inadequate provision of services and spaces for report collation etc. A good office will underpin any design scheme with the practical facilities everyone needs in a working week, saving time.

And doesn't that save money? Someday...someday....it will be an "employee" market again. Don't you want an environment that 'attracts and retains employees?' (If you don't...you will).

...the customer is NOT always right

I know what you are thinking, I have lost my mind…. of course the customer is always right. Sorry to say but that is bad thinking. Now, the customer is always KING, that will never change but you have to understand that a customer is not always right.

A lot of the time the customer is wrong. Wrong about what is good for them, wrong about their needs, wrong about what furniture works well in their environment.

Always treat the customer as KING but don't fawn over them and agree with their choices if you know the choices are not good for them. Now, many times you won't be able to change a customer's mind. That's fine. You have done your best and that is all that matters. You can live with that. 

Always strive to be the best person you possibly can no matter what position you have at a company. Remember, whether you pick up a paycheck or not you are still working for yourself. Always strive to be a better person today than you were yesterday. Always look for growth as a person, as a salesperson, and as a business person. You won't regret.

But let's be honest...the customer is NOT always right.

One woman who frequently flew on Southwest, was constantly disappointed with every aspect of the company’s operation. In fact, she became known as the “Pen Pal” because after every flight she wrote in with a complaint.

She didn’t like the fact that the company didn’t assign seats; she didn’t like the absence of a first-class section; she didn’t like not having a meal in flight; she didn’t like Southwest’s boarding procedure; she didn’t like the flight attendants’ sporty uniforms and the casual atmosphere.

Her last letter, reciting a litany of complaints, momentarily stumped Southwest’s customer relations people. They bumped it up to Herb’s [Kelleher, CEO of Southwest] desk, with a note: ‘This one’s yours.’

In sixty seconds, Kelleher wrote back and said, ‘Dear Mrs. Crabapple, We will miss you. Love, Herb.’”

The phrase “The customer is always right” was originally coined by Harry Gordon Selfridge, the founder of Selfridge’s department store in London in 1909, and is typically used by businesses to:

• Convince customers that they will get good service at this company
• Convince employees to give customers good service

Fortunately more and more businesses are abandoning this maxim – ironically because it leads to bad customer service. Why?

#1: It makes employees unhappy
Gordon Bethune is a brash Texan (as is Herb Kelleher, coincidentally) who is best known for turning Continental Airlines around “From Worst to First,” a story told in his book of the same title from 1998. He wanted to make sure that both customers and employees liked the way Continental treated them, so he made it very clear that the maxim “the customer is always right” didn’t hold sway at Continental.

In conflicts between employees and unruly customers he would consistently side with his people.

“When we run into customers that we can’t reel back in, our loyalty is with our employees. They have to put up with this stuff every day. Just because you buy a ticket does not give you the right to abuse our employees . . .”

So Bethune trusts his people over unreasonable customers. What I like about this attitude is that it balances employees and customers, where the “always right” maxim squarely favors the customer – which is not a good idea, because, as Bethune says, it causes resentment among employees.

Of course there are plenty of examples of bad employees giving lousy customer service. But trying to solve this by declaring the customer “always right” is counter-productive.

# 2: It gives abrasive customers an unfair advantage
Using the slogan “The customer is always right” abusive customers can demand just about anything – they’re right by definition, aren’t they? This makes the employees’ job that much harder, when trying to rein them in.  Also, it means that abusive people get better treatment and conditions than nice people. That always seemed wrong to me, and it makes much more sense to be nice to the nice customers to keep them coming back.

#3: Some customers are bad for business
Most businesses think that “the more customers the better." But some customers are quite simply bad for business.  Danish IT service provider ServiceGruppen proudly tell this story:

One of our service technicians arrived at a customer’s site for a maintenance task, and to his great shock was treated very rudely by the customer. When he’d finished the task and returned to the office, he told management about his experience. They promptly cancelled the customer’s contract.

Just like Kelleher dismissed the irate lady who kept complaining (but somehow also kept flying on Southwest), ServiceGruppen fired a bad customer. Note that it was not even a matter of a financial calculation – not a question of whether either company would make or lose money on that customer in the long run. It was a simple matter of respect and dignity and of treating their employees right.

Remember: Any customer worth keeping appreciates the effort you've put into trying to maintain their business, while protecting your own. They'll also admire you because you don't waver from what you know to be good advice, just because they've challenged you.

You know? Sometimes it's ok to say no to a customer...regardless of the economy.