Pulse Legacy Archive October 2011 | Seite 66
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FOLLOW ME ON TWITTER!
@LynneMcNees
his issue of Pulse helped remind me about the importance
of focusing on what are sometimes considered “the
basics.” As busy working professionals, it is easy to get
wrapped up in the next big thing, and while it’s important
to always push yourself and your staff, it can sometimes
be too easy to let the fundamentals slip through the cracks.
My dear friend, Jane Segerberg, often talks about looking at the bigger
picture, but she’s quick to remind us to not forget to change the sheets.
You can have 300 television channels, the latest products and a magnificent view in a room, but if you forget to change the sheets on the bed, it’s
all for nothing. It feels so 101, but how many times has it happened in
your business?
If your business needs to press the restart button on service, then flip
to page 42 and read Mark, Joan and Lisa: Dealing with Customer
Concerns. This article has tips on how to make sure you cover all the
basics. It’s a nice refresher that you can use to educate and remind your
team how important good customer service is. With Conference just
around the corner, it’s the perfect time to invest in yourself and your business. We have expert speakers lined up who will help keep you on your
toes so that you don’t miss a beat.
The Snapshot Survey results featured in this issue on page 54 reveal
that only 24 percent of you are writing “thank you” notes to your customers. To be fair, 29 percent are sending an e-mail and 19 percent are
making personal calls, but it’s important to remember the power of a
handwritten note. I’m a big believer in writing notes. My dad instilled it in
me, and through my work in both the Reagan and George H.W. Bush
administrations, I saw first-hand just how powerful a personal, handwritten thank you can be. If the President of the United States has time to
write a note, then so do we! When was the last time you wrote a note?
Looking forward to seeing you next month in Las Vegas!
Healthy blessings,
—LYNNE McNEES, ISPA PRESIDENT
64 PULSE
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July 2011