Popping the Balloon

It takes effort to inflate a balloon and only one bad or sharp edged experience to pop it. Having come off of a cruise not that long ago, I was reflecting on the exceptional customer service we had. And then, at the end, security called me out for having chosen to purchase a bunch while on my travels. The line stopped moving and I felt like a criminal as everyone wanted to see what the issue was. Who was the guy that security was asking to wait? I was the guy security needed to escort to CBP. It sounded so scary, but Customs and Border Patrol just needed to verify my receipts. For them, that’s a normal process. For me, especially because people were staring at me, I found that two weeks of goodwill was gone in an instant as I felt humiliated and angered. You and your team need to remember that everything you do represents your brand. It takes a long time to build a solid, happy, relationship-based experience and only one instant to blow it all. Spend some time here. Think about how you build good will with your family, your friends, and your customers. Don’t let on rogue person stuck in doing her job via a checklist be the reason that you lose customers or blow out a long-earned relationship. Want to learn more about building a Culture of Caring and Exponential Success? Check out www.ExponentialSuccessSummit.com Thank you for listening to One Sharp Sword! Be sure to also check out Wednesdays With Wayne for quick, fun, and inspirational mid-week reading. www.WaynePernell.com/blog