Ice Chip #62
I’m in Jamaica…
Thank you to all of you who took the time to respond to last week’s Ice Chip on “Following up on Voice Mail.” I received many and the overriding comment was in tune with the message shared:
Please Follow Up with your messages quickly.
During the week I visited a good friend who receives the Ice Chip, and we discussed the Voice Mail scenario, taking it a step further. (I am purposely being vague about the details, as the message is general in nature.)
This individual was distressed about failing to get a timely response from their representative of a major service company. They even spoke in person about the importance of responding to the client’s concerns, in an earlier meeting.
Unfortunately, the situation reverted back to the previous "poor response" behavior. An opportunity for service presented itself and several (4-5) calls were made for routine information on a matter.
It came time to deal with a new purchase, and again, the representative was lax about responding to the messages left. Finally the client did in fact catch the representative on the phone, and here is the response they received:
“I’m in Jamaica…” (Followed by a sigh – which was interpreted by the client as – do you realize I am on vacation?)
Pause for a moment. Breathe.
The next step in providing exceptional care for your valued client is to be attentive even if you are on vacation; especially when you took the time to answer the phone!
Better yet, provide a backup solution if you would like to be “in communicado” while on vacation. This way both of you are able to experience what you want: having a company representative handle the client’s issue, and being able to enjoy your well earned vacation.
Following up on voice mail and having a client focused attitude will go a long way to enhancing your relationships with your clients.
Remember, we are all clients for other businesses, as well as the ones providing the exceptional care.
Here’s to raising the bar and exceeding our client’s expectations on a consistent basis.
Have an extraordinary week,
Bob
Ice Chip #61
Following up on Voice Mail Messages
For some time now, I have been conducting an unscientific study of how people leave and respond to voice messages; especially in the world of commerce where appointments and business deals are made or lost as a result of missing messages or taking too long to respond.
First of all, how many times have you called someone only to get their voice mail and hear, “I can’t come to the phone right now?”
Right away, my question is, “Can you answer the phone or are you busy?”
Perhaps a more accurate response would be:
“I am in a meeting or on the other line, please leave your name and number and I will respond as soon as I can.”
Or
“I’m unavailable at the moment. Please leave your name and number and I will call you back as soon as possible.”
Now comes the fun part.
The Follow Through!
Top Eight reasons it is important to Follow Up with voice mail messages.
8. Find out about the important information you have been anticipating
7. Open up your schedule for that important meeting
6. Listen intently for the directions, meeting place, time and/or number
5. Look at the possibilities of connecting with your caller
4. Own up to answering the message in a timely fashion
3. Watch the business transaction come to fruition
2. Use the pertinent information to set the next appointment
1. Plan effectively how to use your time
The most important thing you can do when you receive a message in your voice mail is to answer it – in a timely manner.
Here are a couple of messages I have heard in my callings, and the resulting “follow ups”.
“Thank you for your call. It is important to me, so please leave your name and number and I will get back with you within two hours.”
This individual rarely got back with me within the two hours. I have wondered how often a call back was placed within the 120 minute window they imposed on both themselves and the caller.
“You have reached the desk of _________. I can’t take your call right now. Please leave your name and number and I will get back with you by the end of the next business day.
Too often I received a call later than the intended time. Again I wonder how many others have been waiting for a call back the next business day.
“Thank you so much for your call. I am either in a meeting or away from the phone; please leave your name and number so I can get back with you as soon as possible.”
Too many times, it has been two to three days before I heard back from them.
My friends, it is so important to follow up on your messages. Get back with your callers as quickly as you would like them to respond to your messages. This is Respectful Elegance in action.
One of my associates, Phil Richards from Malta, does a great job in following up with me. He is a valued mentor and business strategist; and one of the great characteristics I really appreciate about him is his consistent follow through.
I recommend you taking a moment to peruse Phil’s website: Thank you Phil for your assistance and I hope others will connect with you.
I hope you have found this Ice Chip helpful in your work. Those you are communicating with just want to be kept in the loop with timely information. Your expedient follow up can make all the difference.
Several of you have asked about a reminder for the upcoming Evening with Bob Nicoll Event on May 13th here in Anchorage. Please click on this and you will be taken to the Eventbrite page with ticket information.
Have an empowering week,
Bob
Ice Chip #60
Revisiting something to think about.....
Last week's Ice Chip focused on the juxtaposition contained in the 10 Commandments. I have been asked several times about how I would re-frame them.
Before I comment, I want to acknowledge those who sent in responses. They came from England (4), Minnesota, Texas (2), New Jersey, France, New Zealand, Missouri, Virginia and Alaska. They ranged from just putting "never" after shall; to rewording and focusing on shifting the paradigm.
I.E.: From "You shall not murder" to "Honor life".
To me these powerful words are catalysts for change, empowering us to move toward what we know is the next right thing to do. A catalyst is something that causes activity between two or more persons or forces without itself being affected.
With a re-framed message, the new juxtaposition of words offers a new mindset; dong what we know is the next right thing.
Here are some empowering catalysts to consider:
Have no other idols before God
Never use His name in vain
Honor Life
Honor your partner
Respect others property
Tell the truth about your neighbor
Honor your neighbor's spousal relationship, and respect their property
Remember the Ice is about helping you attract the life you want through empowering word choice.
Congratulations to: Tracy Sheldon, Tom Torode, Paulie Skaja-Bell, Steve Wein and Nick Pepperworth for winning a signed copy of Remember the Ice and Other Paradigm Shifts
Have an empowering week,
Bob
Ice Chip #59
Over the last several years I have had numerous discussions with many people about how they like the empowering word choice concepts taught in Remember the Ice and how RTI helps them attract more of what they want.
One of the most interesting questions I get is: “How would you deal with the Ten Commandments?”
My initial comment was then, and is now, “I would re-frame the word choice.”
So let’s take a look at them.
First of all, here are the commandments without a religiously focused philosophical discussion.
You shall have no other gods before me
You shall not make for yourself an idol
You shall not make wrongful use of the name of your God
Remember the Sabbath and keep it holy
Honor your father and mother
You shall not murder
You shall not commit adultery
You shall not steal
You shall not bear false witness against your neighbor
You shall not covet your neighbor's wife or anything that belongs to your neighbor
From an RTI perspective of removing the “(K)notty Words”, seven of the ten would require a modification in the word choice. Here is what would remain.
You shall make for yourself an idol
You shall make wrongful use of the name of your God
You shall murder
You shall commit adultery
You shall steal
You shall bear false witness against your neighbor
You shall covet your neighbor’s wife or anything that belongs to your neighbor
Strictly from a word choice point of view, the current juxtaposition of these words presents virtually the opposite of their intention.
Remember the Ice is about helping you attract the life you want through empowering word choice.
So how might we re-frame the messages above?
The first 5 responses with empowering word choice for the statements in red will receive their choice of a signed copy of my book: Remember the Ice and Other Paradigm Shifts or an Audio copy of the book read by yours truly.
I look forward to your responses, and will share mine in the next Ice Chip.
Have an empowering word choice week,
Bob