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Executive Insight
Tip of the Week
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Hi !
Welcome to this week's issue of Executive Insight.
Things Are Coming Up Roses I arrived home after a short trip to find a bouquet of flowers in front of my apartment door. Although I was delighted to receive this lovely gift, I was disturbed that the flowers were sitting there instead of with my doorman during my absence. After all, it's a basic security issue when things appear unattended in front of your door for more than a day. I wanted to know what happened, so I talked to the people who work in my building and also phoned the florist. After speaking with Betty, the owner of the floral shop, it was clear to me that the breach occurred because someone wasn't paying attention in my building when the delivery arrived. I thought my conversation with Betty was finished, but no; she wanted to replace the flowers. I told her that this was unnecessary, and that the flowers had stayed in good condition. We debated this for a few minutes, and I finally said that I was going away again, figuring that this would end the discussion. But I didn't know Betty. She persisted and insisted that she send another bouquet upon my return. She said, "I will be HURT if you don't call me when you come back from your trip." She would be HURT? I was so flabbergasted, that I couldn't imagine how to react to this comment. It was a powerful, emotion-laden, customer-for-life statement that I'll remember for a long time. I'm sure that you're as amazed and delighted by Betty's attitude of customer service as I was. She is an inspiration! I'll leave you thinking about how can you amaze and delight your clients. And, of course, I'd love to hear your stories. Have a great week! Copyright 2010 Lisa M. Aldisert
Lisa Aldisert is the president of Pharos Alliance, Inc., a management consulting firm that works with organizations in the areas of strategy, business development, and organizational/leadership development. Give us a call at 212-332-3242 to see how we can help you create strategies that make sense for your organization, and result in increased revenue and profitability. |
 Issue #43,
January 21, 2010 ISSN 1947-2889
Our goal is to provide you with timely tips so that you can more effectively run your business. We know you have a ton of mail in your inbox, so we're committed to brevity and practicality.
Leadership and the
Bottom Line
You reflect the values of your organization. If you aren't congruent, your people will know immediately, and you will lose credibility. Personal Power
Every day we accomplish so much, and often ignore what we've done. Take a little time to acknowledge even the little things that you achieve in a given day. Trend Watch
Texting is the latest buzz in philanthropy. Read what The New York Times reports about how money is being raised for the crisis in Haiti. You are receiving this message because on , you subscribed for our e-zine on our website.
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