When was the last time you experienced the unexpected WOW!? I experienced one about a month ago. I was visiting Seattle in my capacity as a Gitomer-Certified Speaker to deliver an inspirational keynote on Customer Loyalty. The event was taking place at the Seattle Riverfront Marriott.
During my AV check the night before, Lezlie from the Seattle Riverfront Marriott staff, greeted me to make sure that all was well. During our short visit together we started talking about local “treasures”. Of course, I was in Seattle, the official home of Starbucks (my favorite service company), but they have other notable treasures as well.
In preparing for my trip, I had come across Top Pot Doughnuts that has 40 different hand-forged doughnuts - YUM! I mentioned the doughnuts to Lezlie, and she told me about how wonderful they are. We talked about her favorite doughnuts and mine (maple-frosted of course!).
We wrapped up our AV check and I headed up to my room to finish prepping for my keynote the following morning.
The next morning, I scoped out the coffee scene. They had a shop that served Starbucks in the hotel but this wasn’t a full-service, smiling green hat barista, order it how you want it, girly whipped beverage Starbucks. The closest “real” Starbucks store was directly across the street. I ordered my speaker preparation mo-jo juice – a double-tall, non-fat, no-whip mocha - and returned to the meeting room at the hotel to get ready to rock my audience’s service socks off!
It was game time and Lezlie arrived in the room. She walked up to the platform and I noticed she was carrying a box. To my utter surprise, she had gone to the Top Pot Store early that morning, hand-selected 6 beautiful donuts - including two different maple-frosted doughnuts. WOW!
I was amazed and blown away by the friendly and kind gesture. It was thoughtful, unexpected and personable - all elements of making a WOW! moment.
How are you WOWing your customers? Are you bringing them doughnuts, or are you bringing them the best doughnuts including their favorites (not yours)!
There are three major components to making a WOW! gesture:
1. Be thoughtful – a major part of a gesture being WOW! is the fact that you took time to think about the person receiving the gesture and making sure it is something that they want or need. No I didn’t need the doughnuts, nor did my hips, but Lezlie knew with my tight travel schedule that I wouldn’t be able to visit the shop myself, so she got them for me!
2. Be unexpected – the best part of a WOW! gesture is the surprise element. I never expected that Lezlie would take the time to walk several city blocks at 6am to get doughnuts for me!
3. Be personable – no doubt the most important component is to be personable. Her gesture wouldn’t have been the same had she gotten me a doughnut from Krispy Kreme or if she wouldn’t have included the maple-frosted, my favorites! I knew that she took the time to listen to me and remember what I would like.
Lezlie’s unexpected, thoughtful, and personable WOW gesture still has me talking and telling as many as possible. She got it right. Are you?
Want to see the Top Pot gift doughnuts from Lezlie? Find them on my Facebook page.
I’m your Double-Tall, Non-Fat, No-Whip Sales Barista. How may I help you help yourself?
Thursday, September 2, 2010
Wednesday, June 23, 2010
Read and Renew
Where is your passion?
Is it in your work, your friends, your hobbies, your family?
I re-found my passion in a book. A good friend of mine had been telling me about this book, The Alchemist by Paulo Coelho, for years. I had put off reading it because I thought, "Why in the world would I want to read a story about an alchemist?"
More importantly I thought, "What is an alchemist?"
Then a few Christmas' ago, I received the book as a gift. I was immediately interested -- now there were two people, who knew me well, leading me to open the pages of this mysterious book.
I quickly began on a literary journey that only lasted two days. As I was reading, it was as if each page was speaking to me. It had been a long time since a book had touched my soul in this way. I was mesmerized!
Overall, it was a quick and easy read, but more importantly, it was a read that changed my outlook on my life. You see, at the time, I had become bored with my job. I was lackluster, robotic, and completely unsatisfied with my work.
The Alchemist changed this. When I closed the book, a light switch clicked on. I re-discovered my purpose in life. My passion. My passion of teaching others.
That led me to where I am today… into my role as the Double-Tall, Non-Fat, No-Whip Sales Barista. A job where I wear many hats (designer of course)! I sell, I speak, I share, I write, I train -- all allowing me to teach others along the way.
There was one simple line in the book that specifically re-sparked my love of teaching and confirmed that this is my life's purpose: "Everyone, when they are young, knows what their destiny is."
When I was a little girl, I wanted to be a teacher. Plain and simple. Over the years, I have found that when I am helping another person learn how to do something new, like helping my dad with a computer, cell phone, GPS, or pretty much any new-age electronic, I am fulfilled with joy.
What did you dream to be when you grew up?
Where is your passion? Is it alive in you and the other lives you touch daily? Or is it lackluster, robotic, and unsatisfied?
The Alchemist helped me uncover or simply rediscover my life's purpose. If you are that lackluster, robotic, unsatisfied person I was, I challenge you to remember your dreams and take action!
What actions can you take to rediscover your passion?
1. Think Big – dream of what you wanted to do as a child, when you had no concept of limitations. What was it that you loved to pretend to be or do?
2. Act Big – take action steps to make that dream a reality. Look at ways that your passion appears in your day-to-day life and take action to spend more time doing those things.
3. Change Big – make changes that allow your passion to shine. Did you dream of being a veterinarian as a child? Maybe that isn't feasible now (or maybe it is), but volunteering for your local animal shelter is!
My passion was recently confirmed. After attending one of my Yes! Attitude training workshops, a young man was inspired to take action by my teaching. I see it everyday on his Facebook page and I smile. Passion accomplished!
Email me, subject PASSION! with YOUR best espresso shot tip on how you combine your passion with your work! One lucky person will win their own copy of The Alchemist and have their tip posted on my facebook page!
I'm your Double-Tall, Non-Fat, No-Whip Sales Barista. How may I help you help yourself?
Stephanie Melish, one of the few, hand-selected, Gitomer-Certified Speakers is the ONLY Double-Tall, Non-Fat, No-Whip Sales Barista in the world! Stephanie trains, sells, and speaks to companies and associations all over the country. To book Stephanie for your next event, please visit www.GitomerCertified.com or contact the friendly folks at Buy Gitomer via email or by calling 704-333-1112.
Is it in your work, your friends, your hobbies, your family?
I re-found my passion in a book. A good friend of mine had been telling me about this book, The Alchemist by Paulo Coelho, for years. I had put off reading it because I thought, "Why in the world would I want to read a story about an alchemist?"
More importantly I thought, "What is an alchemist?"
Then a few Christmas' ago, I received the book as a gift. I was immediately interested -- now there were two people, who knew me well, leading me to open the pages of this mysterious book.
I quickly began on a literary journey that only lasted two days. As I was reading, it was as if each page was speaking to me. It had been a long time since a book had touched my soul in this way. I was mesmerized!
Overall, it was a quick and easy read, but more importantly, it was a read that changed my outlook on my life. You see, at the time, I had become bored with my job. I was lackluster, robotic, and completely unsatisfied with my work.
The Alchemist changed this. When I closed the book, a light switch clicked on. I re-discovered my purpose in life. My passion. My passion of teaching others.
That led me to where I am today… into my role as the Double-Tall, Non-Fat, No-Whip Sales Barista. A job where I wear many hats (designer of course)! I sell, I speak, I share, I write, I train -- all allowing me to teach others along the way.
There was one simple line in the book that specifically re-sparked my love of teaching and confirmed that this is my life's purpose: "Everyone, when they are young, knows what their destiny is."
When I was a little girl, I wanted to be a teacher. Plain and simple. Over the years, I have found that when I am helping another person learn how to do something new, like helping my dad with a computer, cell phone, GPS, or pretty much any new-age electronic, I am fulfilled with joy.
What did you dream to be when you grew up?
Where is your passion? Is it alive in you and the other lives you touch daily? Or is it lackluster, robotic, and unsatisfied?
The Alchemist helped me uncover or simply rediscover my life's purpose. If you are that lackluster, robotic, unsatisfied person I was, I challenge you to remember your dreams and take action!
What actions can you take to rediscover your passion?
1. Think Big – dream of what you wanted to do as a child, when you had no concept of limitations. What was it that you loved to pretend to be or do?
2. Act Big – take action steps to make that dream a reality. Look at ways that your passion appears in your day-to-day life and take action to spend more time doing those things.
3. Change Big – make changes that allow your passion to shine. Did you dream of being a veterinarian as a child? Maybe that isn't feasible now (or maybe it is), but volunteering for your local animal shelter is!
My passion was recently confirmed. After attending one of my Yes! Attitude training workshops, a young man was inspired to take action by my teaching. I see it everyday on his Facebook page and I smile. Passion accomplished!
Email me, subject PASSION! with YOUR best espresso shot tip on how you combine your passion with your work! One lucky person will win their own copy of The Alchemist and have their tip posted on my facebook page!
I'm your Double-Tall, Non-Fat, No-Whip Sales Barista. How may I help you help yourself?
Stephanie Melish, one of the few, hand-selected, Gitomer-Certified Speakers is the ONLY Double-Tall, Non-Fat, No-Whip Sales Barista in the world! Stephanie trains, sells, and speaks to companies and associations all over the country. To book Stephanie for your next event, please visit www.GitomerCertified.com or contact the friendly folks at Buy Gitomer via email or by calling 704-333-1112.
Tuesday, May 25, 2010
Nice to Meat You!
"You should check out The Meat House in Charlotte!" I heard while having dinner with a friend the other evening. The Meat House, Matt explained, is the new neighborhood butcher, and he continued to rave about their meat selections for a few minutes.
Two days later I was walking through their doors.
"WOW! What a cool place." I thought to myself, as I gazed around the entry-way of what I would describe as a Meat Boutique.
I was quickly greeted by Courtney, a smiley young woman eager to help me who asked, "Is this your first time here?"
"Yes!" I replied.
"Would you like for me to show you around?" she asked politely.
"Sure."
We walked through the store as she pointed out each area. Local produce, wine selection, beer, fresh bread from a local bakery, explaining along the way, "We try to give back to the local community as much as possible." Adding value in my mind.
Next, we walk towards the long butcher counter where Courtney starts explaining the different meats they carry and the marinades. She walks towards the counter where one of the butchers hands her a small package. She presents the package to me, "Here is a sample of our burgundy wine marinated steak tips for you to take home and try!" More value added.
At this point, Courtney let me know if I had any questions she would be around, but she would now let me explore the store on my own. As I walked around, I found a few sample stands to try some of their unique fare. Cool.
I ended up buying some steak tips, mushrooms, and potatoes for dinner that night. It made for a DELISH meal. It was nice to know that their product matched the level of service from Courtney.
You may be asking yourself, "What does buying meat have to do with me?" The answer: Everything.
Why did I go to The Meat House? I received a great referral from a friend. Who is referring you?
Why did I buy from them that day? I received great service as soon as I entered their store. How great is your service?
Why will I go back? Plenty of reasons: they gave great service; have a different product that I have not found elsewhere (and that tastes fantastic); they were friendly; they were willing to help me; they support other local businesses; and they gave great service.
Did I mention the service? What reasons are you giving your customers to keep coming back to buy from you?
I'm thrilled about my new discovery and look forward to picking up many dinners from The Meat House. Great service and great products lead to referrals and new business.
I'm your Double-Tall, Non-Fat, No-Whip Sales Barista. How may I help you help yourself?
Stephanie Melish, one of the few, hand-selected, Gitomer-Certified Speakers is the ONLY Double-Tall, Non-Fat, No-Whip Sales Barista in the world! Stephanie trains, sells, and speaks to companies and associations all over the country. To book Stephanie for your next event, please visit www.gitomercertified.com or contact the friendly folks at Buy Gitomer via email or by calling 704-333-1112
Two days later I was walking through their doors.
"WOW! What a cool place." I thought to myself, as I gazed around the entry-way of what I would describe as a Meat Boutique.
I was quickly greeted by Courtney, a smiley young woman eager to help me who asked, "Is this your first time here?"
"Yes!" I replied.
"Would you like for me to show you around?" she asked politely.
"Sure."
We walked through the store as she pointed out each area. Local produce, wine selection, beer, fresh bread from a local bakery, explaining along the way, "We try to give back to the local community as much as possible." Adding value in my mind.
Next, we walk towards the long butcher counter where Courtney starts explaining the different meats they carry and the marinades. She walks towards the counter where one of the butchers hands her a small package. She presents the package to me, "Here is a sample of our burgundy wine marinated steak tips for you to take home and try!" More value added.
At this point, Courtney let me know if I had any questions she would be around, but she would now let me explore the store on my own. As I walked around, I found a few sample stands to try some of their unique fare. Cool.
I ended up buying some steak tips, mushrooms, and potatoes for dinner that night. It made for a DELISH meal. It was nice to know that their product matched the level of service from Courtney.
You may be asking yourself, "What does buying meat have to do with me?" The answer: Everything.
Why did I go to The Meat House? I received a great referral from a friend. Who is referring you?
Why did I buy from them that day? I received great service as soon as I entered their store. How great is your service?
Why will I go back? Plenty of reasons: they gave great service; have a different product that I have not found elsewhere (and that tastes fantastic); they were friendly; they were willing to help me; they support other local businesses; and they gave great service.
Did I mention the service? What reasons are you giving your customers to keep coming back to buy from you?
I'm thrilled about my new discovery and look forward to picking up many dinners from The Meat House. Great service and great products lead to referrals and new business.
I'm your Double-Tall, Non-Fat, No-Whip Sales Barista. How may I help you help yourself?
Stephanie Melish, one of the few, hand-selected, Gitomer-Certified Speakers is the ONLY Double-Tall, Non-Fat, No-Whip Sales Barista in the world! Stephanie trains, sells, and speaks to companies and associations all over the country. To book Stephanie for your next event, please visit www.gitomercertified.com or contact the friendly folks at Buy Gitomer via email or by calling 704-333-1112
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