In 2021, we may start thinking deeper thoughts about what exactly we want to promise... because we want to live up to what we are promising, never disappoint the customer, and be realistic with what kind of service we can provide.

As we go into 2021, if we have already figured this out, it won't be such a 'PIVOT' moving forward. If we remember that our customer holds a special relationship to us, and believes in something we show up for, we will be the ones winning in business.

“The customer is always right” is a phrase pioneered by Harry Gordon Selfridge, John Wanamaker and Marshall Field, highly successful retailers who understood that the success of their stores depended on the happiness of their customers.

Your lack of response, timeliness or enthusiasm signals to team members that urgency is not expected or required. Further, during this current time of uncertainty, they look to you to provide necessary structure to rely on.

It’s this generosity in listening that makes them easy to serve and easy to love.

Service produces gratitude and appreciation from both the giver and receiver.  This is the unexpected outcome that has me want to give more.  I also feel it’s humbling to remember we are all connected and at some point in our lives, everyone needs a helping hand.I just saw a saying today that says something like “there’s a difference between talking to someone when you have the time and making the time to talk to someone”.

As a business coach, I sign a Coaching Agreement with each new client. After the client signs the agreement we have a contract. It’s more of a “handshake” than a real contract, but it’s a promise nonetheless. It’s a sacred thing, and one of the most important details on that paper is that as their coach, I agree to “listen actively for what’s important to them.”