The Amazing Harvey Mackay Demonstrates Impeccable Customer Service Skills
Harvey Mackay is the author of Swim With the Sharks Without Being Eaten Alive and other bestsellers. More than 10,000,000 of his books have been purchased around the world. He is also a master of using excellent customer service skills.
Harvey is founder of the Mackay Envelope Corporation and is one remarkable human being. I had the pleasure of sharing a speaker's platform with him at an Achiever's Congress in Asia where he demonstrated the meaning of impeccable customer service skills. Harvey says the "real title" of all his popular business books is Prepare to Win - get yourself ready to succeed through vigorous and early preparation. He uses preparation to enable him to put forth amazing customer service skills.
He demonstrated this masterfully in the way he prepared for his upcoming speech in Asia. One month before the program, Harvey spent two hours with me on the telephone from his office in the United States. He wanted to know everything about the local audience: social trends, history, culture, economy, politics, races, religion, concerns, aspirations, hopes, fears and more. His desire to learn demonstrated impeccable customer service skills.
When he got off the plane in Asia, Harvey's research and preparation continued, further demonstrating his customer service skills. He asked everyone he met for their personal insights on important issues of the day. By constantly asking and carefully listening, Harvey prepared himself (and his audience) to win. He pored through the local papers and studied radio and television programs. He listened carefully to every speaker who preceded him on the platform.
And when Harvey Mackay walked on stage to deliver his 90-minute presentation, he had more customized notes sticking to the pages of his speech than I have seen anyone carry in years! All his preparation paid off. Harvey's integration of every idea, example and illustration was seamless. No one knew how many hours he had spent adjusting, improving and fine-tuning his speech for just this particular audience.
No one, that is, except Harvey Mackay. His attention to detail showed customer service skills that were truly amazing.
Key Learning Point
Harvey's original mission statement for the Mackay Envelope Corporation was: "To be in business forever." His passion for preparation and delivery of exceptional customer service skills are two ways Harvey works to achieve this goal. What if this was your mission statement? How would you change your approach? How much time and effort would you invest to prepare, serve and delight your customers, partners and staff? How would you use customer service skills to help your business soar? Learn from Harvey Mackay. Try it today.
Action Steps
Harvey Mackay's five rules for success in presentations - and in life: 1. Show up. (80% success) 2. Show up on time. (85% success) 3. Show up on time with a plan. (90% success) 4. Show up on time with a plan committed to excellence. (95% success) 5. Show up on time with a plan committed to excellence and then execute. (100% success)
Questions and Answers
For any business to survive the corporate competition, all the agents working must have good skills. This is very common in most soft services jobs sectors.
An award-winning contractor in Savannah, Georgia, (who also happens to be my award-winning brother) wrote a great example of why customer service skills are crucial to business: "In my business (home construction and remodeling), I have many accounts with different suppliers supporting the construction industry. Sometimes I use their services and then will not see them again for 8 to 12
Are you worried for your house cleaning in the limited budget? Do you feel professional house cleaning services are pricey?
Customer service skills training helps achieve issue resolution and thus, customer satisfaction. Build the customer service skills to maintain customer satisfaction and you solidify your company's place in the market.
Choosing the right business phone service provider is not truly quite challenging if you just know very well what you need, the choices accessible, and your monetary capability.
Find out the best advice on the way to apply Balanced Scorecard system in various companies. Find out more on Balanced Scorecard advantages in this article.
The current economic climate of China is growing at a rapid pace. China is even predicted too become the top manufacturer in the near future! China currently provides imported products to a majority of nations in the world today. One of these countries is Australia. In Australia, the wholesale business industry is a big success and many businessmen are looking for ways to make sure they improve their trading relationship with China.
The most important thing to consider whenever creating business in south America is always to defeat the language barrier and a superb technique to do this if you are willing to know would be to master Spanish language as well as Portuguese.
The Latin America market is among the swiftest widening in the world that's the reason why it is an excellent spot to build organizations or purchase shares from countries in this region. The location has great macroeconomic principles and along with sound political weather, it is quite the spot for traders to put their money in.
TV distributors are extremely getting more intense with the promotional plans and methods they utilize to get clients. You need to give credit to many of these sellers as most of these techniques call for big amounts of money and creativity to draw in attention to their items and frequently, even poach prospective clients from their rivals.
Satisfaction isn't enough to keep a business growing today. Companies also need to improve customer loyalty.
When there is a desire to enact a customer service improvement, defining the goals can prove vital to the effort. The more clearly defined the goal, the better it can be for all involved.
In my regular newsletter, I pointed out how companies should empower and support frontline staff to improve customer satisfaction by doing what the supervisor ultimately does, without having to check with the supervisor each and every time.
Why are some customer service training programs so dull, and others so full of active participation? What makes one trainer plod along, while another is well-known for bringing energy and effectiveness to each session?
Discuss this Article
