Nice Matters                                                         May/June 2008

In this Issue
 

Welcome

A kind word, a thoughtful gesture, or a little extra effort expended by someone on your behalf can transform a humdrum day from bleak to brilliant. Whether in the workplace, at home, or on the road, nice does matter. This issue of Momentum examines how a little goodwill goes a long way.

THE SPOTLIGHT: Customer service still counts

“You have a very talented group of nice people.”
“Everyone was helpful and aware of our needs and budget.”
“Your customer service skills are exemplary.”

These compliments, from recent customer satisfaction surveys, are some of the best pieces of feedback we at M45 have received all year. Why? Because in most business settings customer service still counts…big time. Treating clients with courtesy and respect, in a timely manner, isn’t all that difficult. It just requires the right attitude and a dedicated focus.

Most of us occasionally wonder what happened to customer service. Perhaps you waited too long for a clerk “in Aisle Four.” Or had to press too many numbers in an automated voice system’s endless chain of electronic commands. Maybe somebody said they’d call back…and never did.

It can be frustrating. And, it can irrevocably change how you feel about supporting the offending business. If somebody finally answers your questions or takes care of your needs, you feel a monumental, perhaps disproportionate sense of relief and appreciation. “Somebody cares!” you think. “The world isn’t spiraling out of control!” Seeds of loyalty are sown.

Helpfulness is an attitude that must be nurtured and rewarded if it is to flourish. In the business realm, it must be regularly measured and evaluated if it is intended to be a competitive differentiator. This month, take a minute to think about “niceness,” follow through, and service as it relates to your company and how you interact with your client base:

• Are you missing opportunities to stand out from the crowd?
• What do your clients think about your responsiveness and follow through?
• Are your employees following basic rules of courtesy and good manners?

If you need help upping your “niceness quotient,” talk to us at M45. We can help you measure your customers’ satisfaction, conduct a training session focused on service, or plan an open house or customer event to thank your loyal patrons. Please…and thank you!
 

DOWN-TO-EARTH SOLUTIONS:

Giving back

It has been said, “Everybody wants somethin’ for nothin’.” It may be true. But the old adage suggests a certain skepticism toward those who need a little help. We at M45 question that attitude.

Certainly, there is no shortage of worthy individuals and groups who need pro bono marketing assistance. And though we can’t say “yes” to every credible cause that comes our way, we regularly use our skills to help support the good work going on in our local communities.

An example? A set of promotional materials, including a poster (pictured left) that we recently completed for the Mayor's Arts Awards, an annual event produced by the Rockford Area Arts Council (RAAC) as a way to recognize artistic endeavors and impact by individuals, businesses, teachers, cultural events and students. Mayor Lawrence J. Morrissey of Rockford, Illinois, will host this year’s event, which features artistic performances from the area. Proceeds benefit RAAC and many area programs and institutions to which RAAC grants funds.
 

STELLAR STATS:

Customer service miscellany – what the numbers say

• Twenty-two percent of consumers who had to repeat information after being transferred from an automated system to a contact person will do less business with the company.
• One in seven consumers reported that automated systems did not give the option to speak with an agent.
• Customer service representatives held about 2.2 million jobs in 2006.
• So you know we practice what we preach, M45 regularly asks clients how we’re doing. We really try to do a great job, and it shows in the results of our survey process. When asked, “Overall, how do you rate the service that you received from M45 Marketing Services on this project?” all respondents -- 100% --- said the service met or exceeded their expectations. Complete details

STARLITE:
Twice as creative and at least a third less serious than your average newsletter copy

Be N.I.C.E.

According to Dr. William R. Morrow, “the deepest principle of human nature is the need to be appreciated.” To that end, he created the N.I.C.E. (National Incentive to Compliment Everyone) website. Wants some tips to help you and others have a “N.I.C.E.” day? Take a look.


How nice are you? Take a quiz.

Though we haven’t read the book this site endorses, we have taken the quiz…and it’s a fun (and educational) few minutes. Test yourself!



Tribute:

In memory of Suzanne Woods – one of the world’s nicest

Suzanne Woods, one of M45’s founding employees, passed away in January. As one of the nicest people ever put on the planet, her absence is profoundly felt by everyone at M45. Some of us worked with her for decades…and that amount of time together constitutes a family-like relationship not easily defined.

Many of you, our readers, also had the opportunity to interact with Suzanne. We appreciate your e-mails and notes, sharing stories about her wit, professionalism, and stellar commitment to clients.

As Memorial Day nears, we are reminded again that Suzanne’s life was cut too short…but the memories she gave us will be long-lasting. Her example proved, time and time again, that ‘niceness’ matters.
 

“It is not true that nice guys finish last.
Nice guys are winners before the game ever starts."

~Addison Walker