Be Nice! Seriously, It's a No Brainer... Be Nice!

Customer service and the declining quality or even existence of it is a hot topic today. Here's the deal... Customer service is the price of admission. With so many choices available to the consumer, you have to deliver an acceptable level to even be a contender in your market.

The new bar or target that will set you apart and create a competitive advantage for you is customer loyalty. What's the difference you ask? Simply put, customer service measures attitude and customer loyalty is all about behavior. Good customer service is expected. When a customer gives you money in exchange for a product or service, they expect it to work and fulfill whatever need or want they had. So when that happens it's nothing special.

What does seem to be "special" or a rare and elusive creature is the person who serves you with a smile and actually acts like he/she is enjoying being of "service" to you. Seriously, I am sick and damn tired of people who act like I am bothering them when I go to buy something from the organization that they work for. Is it really that hard to smile and say thank you? Be nice people... Seriously, it's a no brainer... Be nice.

So, to review... Step one - BE NICE! The next step, the strategy of customer loyalty is to create a connection with the customer. How do you do that? Talk with them, engage them in conversation, make them feel appreciated for buying from you, act like you care about them as people. Developing loyal customers is about making an emotional connection with them. When you do that the next time they are in a position to need the goods or services that you provide, the likelihood that they will buy from you is drastically increased.

Simple really... BE NICE!

Just believe...

S.W.A.T. and Business

As a professional speaker, I share many of the experiences that I had in law enforcement and what I've learned about leadership to help others become better leaders and achieve more.

I recently had someone ask me what S.W.A.T. and business have in common and how the lessons and principles of running a S.W.A.T. Team can help in business. The best way I can answer that is to describe what I feel are some of the essential characteristics of a great S.W.A.T. Team.

Here they are (in no particular order):

Skilled, talented, and proficient team members
Competent leadership
Effective communication
Trust
Clearly defined goals and objectives
Training and development
Flexibility
Clearly communicated expectations
Accountability
Collaboration
Belief in the team and in the process
Great attitude
Winning mindset
Focus
Discipline
Right people in the right positions
Focused on strengths vs. weaknesses

Any of these sound like they are necessary in business? ABSOFREAKINLUTELY!!!!!

Find out more about my presentations at http://www.bryanthalstead.com

Just believe...

Virginia's Budget Situation and Proposed Cuts

Virginia Sheriffs gathered in Richmond yesterday to voice their concern/objections to Governor Kaine's proposed budget cuts which would cut funding to their departments.

I am well aware of the budget shortfall and I think even considering cutting law enforcement funding during a time of economic crisis is just silly. As a 14 year law enforcement veteran, I can tell you that when the economy is bad people get desperate and resort to things that they would never consider during good times. What I mean by that is simple, during poor economic times, crime increases. This is truly a head shaker for me. I think there is a lot of cutting that can occur before we start chopping at the public safety budget.

Just believe...

America's Success Team Commander - Start/Stop List for Success www.bryanthalstead.com

STOP wasting time making excuses and complaining about your current situation.

START taking responsibility for your actions and hold yourself accountable for the results.

STOP looking for other people and things to make you happy.

START doing things that make you happy, make you feel good about yourself, and fill you with joy.

STOP wasting time doing unproductive things like watching prime-time TV for 4-5 hours every evening.

START reading books, listening to CD’s, and attending seminars on personal development.

STOP going through life without a plan or direction, like a bottle drifting in the ocean.

START creating a vision of who you want to be, write it out, set goals, and start working the plan.

STOP spending time with negative people that suck the joy out of every room they walk into.

START associating with positive people that have achieved more than you, learn from them, then do what they do.

STOP worrying about stuff that you do not control.

START focusing on what you can control, YOU.

STOP neglecting you... saying YES to everyone, being such a pushover and doing everything for everybody else.

START saying NO! Do stuff that furthers progress towards the goals that you have set.

STOP listening to everyone else’s opinion about you and what you are doing. Their self-imposed limitations suck!

START believing in yourself, your capabilities, and work the plan like failure is not an option.

STOP engaging in destructive behaviors like excessive drinking, eating, smoking cigarettes, etc.

START taking care yourself. Treat yourself like a finely tuned machine.

STOP doing things the way you have always done them because it’s the way you have always done them.

START looking for new and innovative ways to improve upon everything that you do.

Just Believe...

Give Me a Break!

I was listening to Denny More's morning show on Thunder 104.5 yesterday and there was a discussion about Virginia Governor Tim Kaine's support of a ban on smoking in restaurants and bars. Several callers dialed in and shared their opinions.

I felt compelled to contribute.  The bottom line is this... Is this really the most pressing issue facing the Commonwealth at this time? I think not.  I think Governor Kaine needs to worry about our current economic situation and avoid supporting ways to negatively impact businesses. Seriously, at a time when many small businesses are already struggling, he decides now is the time to hit the restaurant and bars with an action that could impact their business even more?  Wake up Governor Kaine, this is just plain STUPID!!!  I have a very low tolerance for stupid and this pegs the meter! 

I have seen numerous food and coffee establishments in our area close recently and don't think it is right for the government to even consider actions that would aid in the closing of more. This tells me that Governor Kaine might not be all that in touch with what's going on in his state. Maybe he's more interested in chairing the DNC?

The decision for smoking or not at a privately owned restaurant or bar should be left up to the individual business owner not the government.

It should be noted that I am not a smoker.  What I am is an American!  I believe in the individual freedoms that we enjoy and that make our nation the greatest on the planet!  I refuse to sit back quietly and watch government try to chip away at these!  

Just Believe...

A Call to Action

The world, or at least my view of it, has become a media driven machine. The problem with this is that it seems most of the media has no desire to report anything positive or upbeat. Seriously, take a hard look at your daily news and see what the ratio is between good vs. bad. Better yet, why don't we all just stop watching the crap?

In the last several months all we hear about is the economy being in the tank. I think that some if not all of this has been created by the media "Fear Machine". Yes, there are some people who have lost their jobs and that is unfortunate. However, the majority of people able to work in our country are still working. Yes, some major companies have failed recently or declared bankruptcy. Many, if not all of the companies that have crashed and burned recently have done so due to poor leadership and management and not the economy. Bottom line is, the idiots that were "flying the plane" saw the mountain and refused to change course..... CRASH!!! A great economy would not have saved companies from that.

So here's my call to action and challenge for you:

Stop crying in your beer and complaining about how bad the economy is. Stop repeating the lies and skewed perspectives generated by the media and thereby perpetuating the problem. We can change this, just like the media has done. Let's start a campaign of positivity and refuse to accept anything less than a thriving economy. We live in a country of abundance. The homes we live in, the cars we drive, everything..... Think ABUNDANCE!!!!

Let's turn this around, we have the power and the responsibility to do so!

Just believe!!!

Write Your Own History...

Today is a huge day for America. Election day..... Today we will choose the next President of the United States and no matter which party's candidate is ultimately elected, it will be a very significant day in the history of our country. We will either have the first African-American President or the first female Vice-President.

Everyday is a very significant day in your life and ultimately your history. Winston Churchill said, "History will be kind to me for I intend to write it". That's what we do. Every decision we make, every action we take, we are writing our history. We have the ability to create our reality through our attitudes, thoughts, and subsequent actions. Choose wisely and make sure that you are writing your history with intention.

Just believe...