Ice Chip #43

Remember to Follow Through

A couple of weeks ago, Ice Chip #41 focused on “Whose job is it anyway?”  The message commented on being accountable and delivering exceptional care to your valued client.  We each have the gift of accountability and the ability to deliver the goods.

Speaking of delivering the goods let me share a story I just heard about earlier this week.

So with the recent renovations to their basement, Mark and Mary had decided to bring a pool table into the mix.  They agreed that since this part of the house was being transformed into a “man cave”; a pool table was an appropriate addition to the décor.

They shopped and made their selection a few weeks ago, determined a delivery date with the company, and waited anxiously for the day.  The accessories had already been purchased.  All they needed was the beautiful table of felt covered slate to enjoy their games of pool.

When it came time to deliver the goods, the well known major department store added some outside help with deliveries, because they were so busy.

Okay, that is understandable this time of year, and Mark and Mary were ready for the delivery at the appointed time.  Well, the outside company that was bringing the table called to say they would only be able to leave it on the front lawn.

Are you kidding me???  On the front lawn??? In Anchorage???  In December???

With ice and snow covering the yard???

Where was the follow through?  How in the world can a company’s employee think this is a satisfactory solution to the simple situation of delivering the goods?

There were several calls with the major store, money was refunded on the delivery, and a second attempt was made to set up a new delivery.  Again, there was an outside  service utilized.  Guess what happened?

You got it.

“We can only deliver it to the front lawn.”

(YIKES!!)

My friends Mark and Mary are very easy going folks, and just expected to have delivery of their major purchase come all the way into their newly renovated area.

(A reasonable expectation in my book.)

Well, here is what happened…..

They cancelled their original purchase, and made other arrangements for a pool table from another store, that promised to deliver the goods all the way into the newly renovated room!  (And saved money on the purchase including delivery!)

The original store missed out on a sizable purchase, missed out on a repeat customer, and there is no telling how many other potential customers they might miss out on once they hear M/M’s story.  Hmmmmm, so much easier to Follow Through and do what you know would be the next right thing.

The delivery is set for later this week.  (I will keep you posted.)

Okay.  You might be wondering what this incident has to do with empowering word choice and the concepts of Remember the Ice.  In chapter 4 of Remember the Ice and Other Paradigm Shifts, the focus is on Respectful Elegance; treating ourselves and others with respect.  Following through by doing the next right thing embodies this concept.

So as you matriculate your way through these task-filled days, especially at this busy time of year:  Remember to Follow Through.  Your reputation is depending on it.

Wishing you a joy-filled holiday season,

Empowering regards,

Bob

December 15, 2009 | Filed Under Ice Chips, RTI 

comments

Leave a Reply




  • RTI Community

    Learn about the newest addition to the RTI program, the RTI Community!

  • 7 Keys to being Effective on LinkedIn™

    Let me introduce Phil Richards,

    Effective LinkedIn™ Coach

    To be effective on LinkedIn™ you first need to decide what your objectives are, and then use these 7 keys to ensure everything you do is focused on achieving your objectives.

  • Word Nerd

    Rephrasing & eradicating "(k)notty words" is the focus of Remember the Ice

    Just click here and read some of the "(k)notty word" phrases that have been re-framed with an empowering alternative.

  • Ice Chips Archive

  • Join Our Mailing List

    Email:

  • The Audio Book

    The new audio book Remember the Ice is now available. Now you can listen to the cutting edge concepts. The four CD set is available for only $29.95. Remember the Ice Audio Book

  • Take The (K)notty Words Poll

    • So which "(k)notty words" are used the most? (You can select up to 3)

      View Results

      Loading ... Loading ...