Sometimes you have to sound off!
Sometimes you just have to sound off when you experience
terrible customer service. If you know me you know how I feel about
Extreme Customer Service ®. I even own the restricted rights to that
phrase. Last night I was in Home Depot and experienced a new level of
customer service. Now I have been used to cashiers that talk on the
phone while they check you out, don't look at you while they check
you out or spout out the programmed phrase "Have a nice
day". As I was checking out a Home Depot associate came over to
talk to my cashier. The cashier actually turned her back to me and
faced the associate. Now I am looking at her back side. As the
receipt prints out, she passes it behind her back like it was a baton
in a relay race. She never turned around and looked at me. I stood
there for a few seconds in disbelief then I finally said "thank
you". She never turned around but I did here a faint
"you're welcome". Thank you for listening, but I had to
sound off! By the way, there will be a call to the store manager tomorrow.
Talk To Me
Champions of Extreme
forget to submit your true stories of "Extreme Customer
$200 to the
Quarterly Winner and $500 to the 2010 Champion!
Submit Story Here
PO Box 60523
Worcester, MA 01606
IBP on the road!
If you would like to catch IBP on the road, Joe will be
speaking at the following events:
"Money Matters Morning
with Joe Mangiacotti" on WESO Radio March 26, 2010
Association of Professional Security Consultants
April 27, 2010
Galaxy Control Systems
Dealer Convention and 35th Anniversary
May 3-5, 2010
If you have any interest
in our coaching services, workshops or seminars, contact us at www.contactibp.com
or contact Joe
What a Great Person!
are usually busy days for me. Two weeks ago I was with one of my
clients in the morning and it was around 11:30am. I was very
busy and had to be with another client at 1pm for afternoon
meetings. I was working alone in my client's conference room
and my cell phone rang. The call was from Bhavesh Patel from
Genzyme; the customer that I was scheduled to be with that afternoon.
He said I know that you are on a tight schedule today and thought
that if I ordered lunch for you, it would be here when you
arrived. Now that's Extreme Customer Service ®! I
placed my order with Bhavesh and my lunch was ready for me when I
arrived. What a great person!
Name the Company which
uses the following Logo!
For a chance to win a
$30.00 Dunkin Donuts Card submit your entry below:
Kim correctly identified the landmark as
the Bunker Hill Monument! Enjoy your Dunkin Donuts gift
It is amazing how fast things change. Last week
there was still a lot of ice on the lake and it seemed like spring
would never arrive. Then the rains came. Rain that made you think
that you should have spent the last ten years building an ark!
However, I looked at the lake last Wednesday and spotted my first
boat of the season. The ice had given way to the rain and I began
to think about spring. The very next day there were more boats,
ducks, geese, swans and for the first time the skulls were launched
for the rowing teams. It made me wonder if everyone had circled on
their calendars March 18 to be back in the water. A week ago they
would have required ice skates. By the way, where do the swans go
for the winter?
But I thought about something else. It seemed that people's
attitudes warmed up in conjunction with the outside temperature. Is
it true that people change when the seasons change? I have heard of
cabin fever, so I thought I would check it out for both of us.
Who can forget Jack Nicholson's memorable line from the film
adaptation of Stephen Kings's best selling novel The Shining.
This gripping horror movie chronicled Nicholson's decent into
'cabin fever' induced madness after his family becomes trapped
inside an isolated resort in the dead of winter.
While not an actual disease foreshadowing insanity, cabin fever can
be a very real claustrophobic reaction which occurs when a person
is isolated for long periods of time. A lack of environmental
stimulation, lack of physical exercise and the shortened daylight
hours of winter can have a detrimental effect on the healthiest of
Unlike cabin fever, Seasonal Affective Disorder (SAD), or winter
depression, is a recognized biological disorder triggered by
decreased exposure to bright light during the shortened days of
winter. The condition is marked by strong cravings for
carbohydrate rich foods, weight gain, extreme fatigue, sleep
problems and depression. It is estimated that 6% of the
population suffers from clinical SAD while another 14% experience a
'subclinical' level of SAD described as "winter blues."
Follow the link The Rest
Of The Story for the rest of the article
which has both symptoms and treatments. It might be too late for
this year, but if I copy the link into the resource center of
the newsletter, it will remind us to follow-up next fall!
"The First Boat"
Unitl next time,
Joseph E. Clouatre
Chief Rain Maker
What is the most cost effective method to stay in touch with your
friends, customers and prospective customers? The most effective
tool I have found is my e-newsletter. Below are ten top tips
when producing an e-newsletter. I have found that it takes about
three hours to produce each newsletter and the return is wonderful.
Not only has it been great for business, but it accomplishes the
goal of staying in touch with the masses. My cost is about $30.00 per
month. I want to make one thing clear and that is your goal should
be to create an educational tool, not an advertisement. It drives
me crazy when I get an e-newsletter and it is all advertisements or
everything is about how great the company is. My goal in every
issue is to teach someone something. The readers should get at
least one nugget of information per issue. In fact, people have
told me that the "resource center" section of my
newsletter is very helpful. In this area I collect all the business
websites from previous issues and catalog them for future use.
There are many different companies that can help you with your
e-newsletters. I happen to use and like Constant
I hope you find the tips below helpful.
1. Your newsletter must be an
educational tool. Show them you're the professional and can help
them in their job.
2. The newsletter must be 70% content
and 30% advertising. Become a trusted resource.
3. E-newsletters should be published
every two weeks. Once a month is not frequent enough and once a
week is too often.
4. The newsletter must go out the same
day each week and the same time each week.
5. The newsletter should go out early
in the a.m. so that it is waiting for people when they open their
e-mail up in the morning.
6. Never use stock photos, use real
photos even if they are bad.
7. Run a contest to make it fun.
8. Where you might have a president
corner make it personal, not business talk.
9. Run a series of educational
articles to keep people informed.
10. E-mail me if you want tip #10. For Tip Number Ten
business websites that are unique and sometimes FREE!
In this section, we like to pass along websites
that have helped me in my business or have helped my friends and
customers. I am sure there are pros and cons, so I suggest you
check them out for yourself. After each website appears in this
column, we move it to our "Resource Center" in
the left hand column of this newsletter. This way it continues to
be a resource for future use and future readers!
If you are looking for a site that can provide you
with hundreds of free sample business forms this could be the place
for you. I have used this website for all types of business forms.
Download these free forms for
Free Business Forms
When you reach the website, scroll down the page and
on the right side you will see a section called FormNet Menu. Here
is where you can download the forms. Be careful of the legal forms
at the top right side of the web page, they will want you to pay
an electronic security integrator - Why is their company different?
For years as an end-user, as an integrator and today
at IBP, I interview and select electronic security integrators, and
it is often very frustrating. I set up four interviews in a day
with different companies at 9am, 11am, 1pm and 3pm. At one point
during the interviews I ask the following question "What makes
your company different from your competitors?" That is a fair
question to ask, correct.
As the sunset occurs at the end of every day, I can predict
what their response is going to be. Whether they are a large
company, a small company, a great company, or a terrible company
answers are the same. Whether they have been in business for
20 years or 20 months, the answers are the same. Let me look
into my crystal ball and predict their answers.
1. We have the best people.
2. We have the best products.
3. We have the best solutions.
4. We have the best service.
5. We have the best training.
6. We provide quality
7. I will be there for you and
here is my cell phone number.
Does this sound familiar? At the end of the day, the interviews
blend into each other and often times with everyone saying the same
thing it is difficult to remember who said what. No one really
Here are a few questions to ask, to help them differentaite the
companies. Tell them you want to hear about the
folklore of their company.
specific and real stories!
a. Ask them
they how their company has exceeded their customers
expectations and blown them away.
b. Ask them to show you letters
and e-mails from customers showing they provided Extreme Customer
c. Ask them about
situations where the installation was a disaster and they
transformed it into a positive experience for the customer.
d. Ask them about the last
three customers they lost and why.
e. Ask them about situations
where the company had to step up to the plate to do the right
thing, when it cost them money out of their pocket.
f. Ask the sales
person what he/she has done to exceed their customers' expectations
from a sales standpoint.
them to share stories of how their company has exceeded their
Do not allow them to skate or dance around. If you wanted to watch
someone dance, you could turn to "Dancing with the
Stars". Be very specific and keep them focused on real
What does this mean to you? This will help separate the sales
propaganda from the true folklore. If they are a true customer
service company, you will not be able to stop them from telling
stories. If they keep asking you what you mean and have to stretch
for a story or two, this is probably not the right partner.
Over the past six weeks I have shared advice in the areas of
factory certifications, warranties, checking references, service
contracts and today determing why they are different. This is just
a small part of my four hour workshop "Selecting and
Negotiating with a Security Integrator". If you have a
question on a particular topic just ask..
Thanks for taking the time to read our newsletter.
We value your input and suggestions. If there are any topics
that you would like covered, just let us know. Please feel free to
pass our newsletter along to anyone you feel might enjoy it.
Joseph E. Clouatre
Innovative Business Partners, Inc.