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“Master the contents of Endless Referrals and you will practically GUARANTEE your future success.”

~ Tom Hopkins, Author, Master the Art of Selling

Posts Tagged ‘Joe Calloway’

It’s What Makes A Great Company Great

Tuesday, August 6th, 2013

Staples That Was EasyWhat makes great companies great? While what they do is certainly important, I believe it’s more than that.

Recently saw the following on my friend, Certified Go-Giver Coach Linda Murnane Ryan‘s Facebook page.

Awesome Customer Service just now from Staples. Received my order and wanted to return the headphones ($20) because they didn’t work with my phone. The nice lady said “I just credited your account $21.39, but rather than send a driver to pick them up, we ask that you kindly donate them to a child or a charity that could use them.” How great is that?!

Great, indeed! What a terrific example of an awesome company!

Sure, these types of examples are written about often. Mark Sanborn would refer to the customer service rep as a “Fred.” Joe Calloway would say they are being the best at what matters most. Dondi Scumaci would see this as a team built on commitment as opposed to compliance.  Scott McKain would site that as an example of how a company can Create Distinction. And, of course, a master on the very topic of customer service, Shep Hyken, would consider it to be part of The Amazement Revolution.

And, you know what? … They’d all be correct.

Here is the key, and something with which I believe we would all agree:

It’s simply who they are. And, because it’s who they are, it’s what they do!

And, that is just one reason why Staples is so special, and so successful.

In other words, it wasn’t about the customer service or the WOW experience. The customer service and Wow experience is simply a part of…them.

And that defines their greatness.

Your thoughts?

A Lesson in Excellence, Courtesy of Marriott

Wednesday, July 3rd, 2013

Chicago Marriott SchaumburgIt’s where the event would be held, so it’s where I would be staying.

And, I should have known from the start this was someplace special.

Young Marguerita couldn’t have been more helpful in solving an issue. But, it was far from her simply providing great customer service. It was her attitude; her entire essence communicated that she just couldn’t wait to add value to my experience. And, she was like this the entire weekend. She was my star. Marguerita is very young, works a second job, as well, and I predict amazing success for this young woman.

However, it wasn’t just her. They were ALL like that; every team member of the Chicago Marriott Schaumburg. They didn’t just aim to please…they went out of their way to find ways to please. Fellow speaker, Scott Schilling shared with me that he was out of something important that the hotel doesn’t carry. So, the manager on duty sent a team member to a local store to purchase it. He then gave it to Scott, and refused payment.

In his great book, Be The Best At What Matters Most, Joe Calloway would say this kind of experience is meaningless IF it were a one-time thing. Agreed. But, no, this was their norm. Indeed, they were excellent in all traditional hotel areas; cleanliness, attentiveness, cuisine, service. Everything that — for a hotel — matters most. However, to site the title of another terrific book, this one by Scott McKain, they Create Distinction through — what is for them — their normal way of doing business. It’s simply who they are, so it’s what they do.

I didn’t meet the general manager, Maz Ismail, but I’m going to assume he’s a top-notch leader. This kind of attitude and teamwork typically doesn’t happen without great leadership creating the proper environment.

I’m often asked what I consider to be Go-Giver type companies. Really, it’s simply those that follow The Five Laws. And, the result is always high-profitability.

But that’s just the result. Their focus is on providing exceptional value. They constantly put the interests of the customer, client, patient or guest ahead of themselves. In other words, they are, “other-focused” rather than “company-focused.” And, by being other-focused the company attains great profitability.

As a speaker for more than 25 years, I’ve had the privilege and pleasure to stay at some of the finest hotels and resorts in the world. At many of these, the service has been excellent; even exceptional. But, there was something extra special about this one. While hard to put my finger on it exactly, there just seemed to be that desire to put me first, and to make me feel as though I was the only guest in the hotel. The cool thing is that they made every other guest feel…the same way.

Thank you, Maz, Marguerita and the entire team at the Chicago Marriott Schaumburg. You are a Go-Giver hotel!

 

Be The Best At What Matters Most – A Chat With Joe Calloway

Friday, May 31st, 2013

What really are the elements that lead toward and result in huge business success?

Is it mainly – as we’re often told – about being different? Is it really the “WOW Factor” we hear so much about? Or, could it be that the winners constantly think “outside the box”? In a recent post with noted performance expert, Joe Calloway, we saw that, actually the game is either lost or won inside the box and by focusing on – and mastering – the truly important things.

Joe CallowayIn this exciting chat with Joe (you’ll see that – nice as he is – he holds not an opinion back) :-) we’ll look much deeper into why this is true and what it takes to make it happen.

From Marty Grunder, who began his landscaping business at 13 (and grossed $400,000 annually while still in college) and is now an icon in the field, to the venerable Southwest Airlines, which profits every year despite being in an industry known for losing money, we’ll see that focusing on what matters most – and being the best at it, simply works.

Joe CallowayBut, how exactly do you know what does matter most? We’ll explore that, as well.

We’ll see why and how the Internet is killing hype, and why that’s a good thing!

And, we’ll be surprised by perhaps the most counter-intuitive but powerful advice of all from Joe: to avoid…the trap. This one will cause a double-take next time you see it in action!

Listen in on our conversation, and find out how you can “Be The Best At What Matters Most.”

http://joecalloway.com/newbook/

Wasn’t that inspiring? Plenty of great takeaways. What in particular did you learn from Joe that you can begin to apply to your business right now? Please share your thoughts with us.

TECHNICAL NOTE: If you are having trouble playing the interview, please make sure Adobe Flash Player is installed in your web browser. If not, then download Flash Player. Or right-click here to download and select “Save Link As…” to download the audio file to your computer.

Joe Calloway And Those 1960′s Packers

Thursday, May 16th, 2013

Be the best at what matters mostMy friend, Joe Calloway, acclaimed business speaker and author of several books, including the newly-released, Be The Best At What Matters Most, is not one who puts a high-price on being imaginative, innovative and unique…simply for the sake of being imaginative, innovative and unique.

Early in his book, he writes:

“Your goal should be to be so good at the basics that you are cutting edge…Note that I’m not talking about just being good. I’m talking about being *so* good at the basics that you are extraordinary. I’m talking about not just being competitive but actually *winning* on the basics. Here’s the reality: If you win on the basics, you win it all.”  

The above reminded me of the Superbowl Champion, Green Bay Packers of the 1960′s. Coached by the Legendary Vince Lombardi, they had a play called the Power Sweep. It was a very elementary play, about as fundamental and “easy to read” as a play could be. Yet, despite knowing the play was coming, the opposing defenses were powerless to stop it.

I used to love watching replays of it because it was simply the basic fundamentals of blocking and teamwork so excellently performed…it was, well, “cutting edge.”

As Joe says (paraphrased): people constantly talk about doing things “outside the box” when, in reality, the game (or, the business) is won “inside the box.”

Whether a power sweep or providing excellence to your customers on an ongoing, consistent basis, how do you win your games…inside the box? I’d love to know.

{Note from Bob: Joe’s book is magnificent. I harvested nuggets of gold to apply to my own business right from the beginning and all the way through to the end. HIGHLY recommend!}