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Success Newsletters

Vol 11, Number 6 June 2011

In this Edition
1. Is it Just Me?
2. Monthly Inspirational Quote
3. Recommended Reading

Is it Just Me?
As I travel around the world, is it just me, or does customer service get worse? In my observation there is too much inconsistency, people not taking responsibility for their role or sticking too closely to their job description. I am seeing too many people not taking a pride in what they do or the people they service.

Don’t get me wrong, I do see great service too, but it is all to rarely and the exception rather than the rule. Whatever you do, whatever business you are in, no matter what product or service you sell, here are 5 things to consider for the people you serve:

1. Be 100% present in mind when speaking to people. Give them your greatest gift, the gift of your full attention. Don’t be distracted. Give people the respect they deserve when dealing with them.

2. Look for solutions. Do not continue to focus on problems, identify what needs to be done, then move on and bring closure and satisfied resolution to the customer.

3. Take responsibility and be accountable. Nothing frustrates and upsets people more than someone who is defensive, refuses to admit their mistake or take responsibility for the company they work for. Show empathy and put yourself in the customers’ position. How would you feel if this happened to you? And please do not tout the, “this is our policy” company line. This is disrespectful to the paying customer. I found this out personally, when I had some customer service issues earlier thIs week with United Airlines, but that’s another story for another day folks.

4. Follow-up and follow-through. If you say you are going to get back on something, follow through on your commitment. Not to do so is a lack of respect , and does not show well for you our your company. Don’t make the customer chase you. Be a person of integrity, a professional, do as you say you are going to do.

5. Be consistent. One of my biggest pet peeves is a lack of consistency. I talk about consistency a lot in my presentations on service, and it comes from experience. You may notice that the stories people tell about really great customer service is when it just flows and you can count on this service every time you interact with that company. To make this happen it needs to be a company policy AND a company practice.

“Be so good at what you do that they can’t ignore you.” Steve Martin

Un Marketing by Scott Stratten

Stop Marketing, start Un Marketing, an interesting approach and one could ask what this means. The author talks, amongst other things, of instead of trying the same old tired methods with your clients, what if you could have a new conversation with them. The concepts are about not selling, but partnering. An approach I like to adhere to for sure. The book presents interesting concepts. It is very innovative, thought provoking book, good read.

Permission is granted to reproduce this newsletter in whole or in part provided the following byline below appears along with the article and that a copy is sent to me after publication. Thank you: To check previous issues for publication, please go to and click on articles/newsletters.
Charles Marcus is an international motivational speaker. To subscribe to his FREE success newsletter, please send an email to An electronic copy will be sent out to you every month. For more information on how Charles, his book and his programs can benefit your organization or group, please call 905-847-2323. Toll-Free in North America at 1-800-837-0629, or visit his website:

Date Added: June 30, 2011 | Comments (0) | Filed under: Newsletters

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