[Cache – #104]
Welcome people warmly. That’s it. More than anything else in the world, we all want to feel that we are important, that we are valued, that we will be listened to and understood. Make your potential and actual clients feel this way from your first moment of contact, and you have done the easiest thing you could possibly do to win and keep their business.
Recently I mentioned the huge wow factor of arriving at PR firm GCI and seeing a welcome message, just for me, on a sign at reception. A few months back I was wowed at Jan Kelley Marketing, which had my name beaming back at me from their big screen TV at reception. Then there is the actual institutionalization of the warm welcome in the form of the Director of First Impressions who met me at Richter, and the Chief Welcoming Officer at William Osler Health System.
I have also been receiving this level of welcome from the most unlikeliest of places – a taxi cab company. Let’s face it – these companies still have a long way to go. Too many of their drivers fall in a range between surly and morose, and most of their cabs give malodorous a new level of meaning. Yet the people who answer the phone at Beck Taxi in particular have absolutely blown me away with their friendliness and even – wait for it – good humour.
Imagine how many calls these people answer each day, yet they manage to be cheerful with all of them. It takes special people to do that work – and special managers to find them.
In case you missed it: My BNN interview re. Lance Armstrong’s brand (starts at the 3:30 mark, after the ad).
And if you haven’t seen this, you have to: Lance Armstrong’s Oprah interview recut into his recitation of “Creep” by Radiohead.