Read and Renew

Where is your passion?

Is it in your work, your friends, your hobbies, your family?

I re-found my passion in a book. A good friend of mine had been telling me about this book, The Alchemist by Paulo Coelho, for years. I had put off reading it because I thought, "Why in the world would I want to read a story about an alchemist?"

More importantly I thought, "What is an alchemist?"

Then a few Christmas' ago, I received the book as a gift. I was immediately interested -- now there were two people, who knew me well, leading me to open the pages of this mysterious book.

I quickly began on a literary journey that only lasted two days. As I was reading, it was as if each page was speaking to me. It had been a long time since a book had touched my soul in this way. I was mesmerized!

Overall, it was a quick and easy read, but more importantly, it was a read that changed my outlook on my life. You see, at the time, I had become bored with my job. I was lackluster, robotic, and completely unsatisfied with my work.

The Alchemist changed this. When I closed the book, a light switch clicked on. I re-discovered my purpose in life. My passion. My passion of teaching others.

That led me to where I am today… into my role as the Double-Tall, Non-Fat, No-Whip Sales Barista. A job where I wear many hats (designer of course)! I sell, I speak, I share, I write, I train -- all allowing me to teach others along the way.

There was one simple line in the book that specifically re-sparked my love of teaching and confirmed that this is my life's purpose: "Everyone, when they are young, knows what their destiny is."

When I was a little girl, I wanted to be a teacher. Plain and simple. Over the years, I have found that when I am helping another person learn how to do something new, like helping my dad with a computer, cell phone, GPS, or pretty much any new-age electronic, I am fulfilled with joy.

What did you dream to be when you grew up?

Where is your passion? Is it alive in you and the other lives you touch daily? Or is it lackluster, robotic, and unsatisfied?

The Alchemist helped me uncover or simply rediscover my life's purpose. If you are that lackluster, robotic, unsatisfied person I was, I challenge you to remember your dreams and take action!

What actions can you take to rediscover your passion?

1. Think Big – dream of what you wanted to do as a child, when you had no concept of limitations. What was it that you loved to pretend to be or do?

2. Act Big – take action steps to make that dream a reality. Look at ways that your passion appears in your day-to-day life and take action to spend more time doing those things.

3. Change Big – make changes that allow your passion to shine. Did you dream of being a veterinarian as a child? Maybe that isn't feasible now (or maybe it is), but volunteering for your local animal shelter is!

My passion was recently confirmed. After attending one of my Yes! Attitude training workshops, a young man was inspired to take action by my teaching. I see it everyday on his Facebook page and I smile. Passion accomplished!

Email me, subject PASSION! with YOUR best espresso shot tip on how you combine your passion with your work! One lucky person will win their own copy of The Alchemist and have their tip posted on my facebook page!

I'm your Double-Tall, Non-Fat, No-Whip Sales Barista. How may I help you help yourself?

Stephanie Melish, one of the few, hand-selected, Gitomer-Certified Speakers is the ONLY Double-Tall, Non-Fat, No-Whip Sales Barista in the world! Stephanie trains, sells, and speaks to companies and associations all over the country. To book Stephanie for your next event, please visit www.GitomerCertified.com or contact the friendly folks at Buy Gitomer via email or by calling 704-333-1112.

Nice to Meat You!

"You should check out The Meat House in Charlotte!" I heard while having dinner with a friend the other evening. The Meat House, Matt explained, is the new neighborhood butcher, and he continued to rave about their meat selections for a few minutes.

Two days later I was walking through their doors.

"WOW! What a cool place." I thought to myself, as I gazed around the entry-way of what I would describe as a Meat Boutique.

I was quickly greeted by Courtney, a smiley young woman eager to help me who asked, "Is this your first time here?"

"Yes!" I replied.

"Would you like for me to show you around?" she asked politely.

"Sure."

We walked through the store as she pointed out each area. Local produce, wine selection, beer, fresh bread from a local bakery, explaining along the way, "We try to give back to the local community as much as possible." Adding value in my mind.

Next, we walk towards the long butcher counter where Courtney starts explaining the different meats they carry and the marinades. She walks towards the counter where one of the butchers hands her a small package. She presents the package to me, "Here is a sample of our burgundy wine marinated steak tips for you to take home and try!" More value added.

At this point, Courtney let me know if I had any questions she would be around, but she would now let me explore the store on my own. As I walked around, I found a few sample stands to try some of their unique fare. Cool.

I ended up buying some steak tips, mushrooms, and potatoes for dinner that night. It made for a DELISH meal. It was nice to know that their product matched the level of service from Courtney.

You may be asking yourself, "What does buying meat have to do with me?" The answer: Everything.

Why did I go to The Meat House? I received a great referral from a friend. Who is referring you?

Why did I buy from them that day? I received great service as soon as I entered their store. How great is your service?

Why will I go back? Plenty of reasons: they gave great service; have a different product that I have not found elsewhere (and that tastes fantastic); they were friendly; they were willing to help me; they support other local businesses; and they gave great service.

Did I mention the service? What reasons are you giving your customers to keep coming back to buy from you?

I'm thrilled about my new discovery and look forward to picking up many dinners from The Meat House. Great service and great products lead to referrals and new business.

I'm your Double-Tall, Non-Fat, No-Whip Sales Barista. How may I help you help yourself?

Stephanie Melish, one of the few, hand-selected, Gitomer-Certified Speakers is the ONLY Double-Tall, Non-Fat, No-Whip Sales Barista in the world! Stephanie trains, sells, and speaks to companies and associations all over the country. To book Stephanie for your next event, please visit www.gitomercertified.com or contact the friendly folks at Buy Gitomer via email or by calling 704-333-1112

With Hesitation I Service Thee!

Customer service isn’t that hard. Or is it? When was the last time you had crummy customer service? I’m going to go out on a limb and guess not too long ago. Guess what? Me too!

I’m consistently amazed at how many people don’t understand how to be a disciple of great service. Maybe my expectations of service people have been raised since starting work with Jeffrey, but I just think I’m noticing it more.

Here’s an example. I ran to grab takeout for dinner one night at a new Donatos restaurant. I ordered, sat down, waited, received my order and left. Just so you know, I grew up in a get-it-how-you-want-it type home, and I still expect to get-it-how-I-want-it. So when I ordered my pizza, I specifically request, no onions, (I detest them) add pineapple (makes any pizza that much better), to my individual BBQ chicken pizza. And thin crust of course!

I arrive back home with my order and open the box. UGG! There, on this beautiful pizza creation, sits several dreaded onions. Really people? Is it that hard to get it right? Anyway, I locate my receipt in order to get the store number so I can call and let them know about my order being wrong. The number wasn’t on the receipt. Friendly note to business owners: always put your phone number on your receipts!

Even more annoyed, I Google “Donatos + my zipcode” to get the store phone number. I call. The phone is answered by the young lady who originally took my order and I explain to her that there are onions, GASP, on my pizza. Further explaining to her that if she remembers, I specifically stated, “no onions, add pineapple.”

First, she apologizes.
Second, she offers a new pizza.
Third, she tells me I can come back to the store and get my new pizza. WHAT?

I politely but firmly explain to the young lady that I don’t want to come back to the store due to their mistake. She asks me to hold on and says to the manager, with me still on the line and able to hear, “She doesn’t want to come pick it up.”

And to my utter disbelief, the manager hesitates. Silence. More silence. Then finally a response of, “I guess we can deliver it, get her address.”

Really? It took a manager more than a split second to make the correct decision. A decision that admits and corrects their mistake. A decision that shows they appreciate their customers. A decision that would make their customers happy. And he HESITATES? Unbelievable!

So this is my advice to all service industry people when a mistake occurs, do not be the Donatos' manager and contemplate putting the responsibility of your mistake on your customer. Instead:

1. Apologize. Take responsibility for making the mistake and let your customer know you are truly sorry for the inconvenience.
2. Do the right thing to correct the mistake. Do whatever steps you feel are necessary to rectify the situation and make your customer happy!
3. Do it without hesitation!
4. Do a little something extra to ensure the customer will keep coming back. Going above what the customer is expecting from you will help them forget the mistake and will most likely get them talking about you.

Mistakes are inevitable, what will you do the next time you make one?

Would you like three more tips on executing successful service? Email me, subject SERVICE for my espresso triple-shot tip on how to be a successful disciple of service.

I’m your Double-Tall, Non-Fat, No-Whip Sales Barista. How may I help you help yourself?

Stephanie Melish, one of the few, hand-selected, Gitomer-Certified Speakers is the ONLY Double-Tall, Non-Fat, No-Whip Sales Barista in the world! Stephanie trains, sells, and speaks to companies and associations all over the country. To book Stephanie for your next event, visit www.GitomerCertified.com or contact the friendly folks at Buy Gitomer via email or by calling 704-333-1112.

No Problem Here

When was the last time you had an “AHA” moment while listening to a story?

I had one, not too long ago, while sitting and having wine with my neighbors. We were talking about a bad storm that had passed through earlier in the week and the aftermath of problems it left when our section of town-homes were struck by lightning. Many electrical appliances were fried: televisions, laptops, receivers, Direct TV boxes, etc.

The morning after the storm, Tim, from Home Specialties, was scheduled to come set up the universal remote for our home. And he did, but I didn’t find out what he did before he came to the appointment until after talking with my neighbor Kirk.

Kirk told me that he was working in his office upstairs when he saw a truck pull into the driveway. He wasn’t expecting anyone, so he went down to check it out. In the driveway was Tim.

Their conversation went something like this:
Kirk (Potential Customer): “Hi, Can I help you?”
Tim (Sales Guy): “I’m sorry, I think I am at the wrong house. That was a bad storm that came through last night. Is everything OK here?”
Kirk (Potential Customer): “Well, a few things were ruined, our two computers and a garage door opener.”
Tim (Sales Guy): “You know, I’m from Home Specialties, and I worked on your home and did all of the wiring. I could take a look and see if I can help.”
Kirk (Potential Customer): “Wow, that’s very nice. I would appreciate that.”
You can imagine how this ends, or maybe you don’t. Kirk is now one of Tim’s Home Specialties alarm system customers.

After recounting the story, Kirk told me, “Tim really reminded me about the importance of customer service because in sales, there are no such things as problems, only opportunities to make relationships.”

AHA! Now that’s something worth repeating.

In sales, there are no such things as problems, only opportunities to make relationships.
When was the last time you took that approach?

Tim went to the wrong house. He could have easily said “Sorry” and left it at that. But he didn’t. He saw his mistake as an opportunity to get to know Kirk. He was successful in making a sale because:

1. He had a YES! Attitude
2. He was able to see an opportunity, not a problem
3. He was willing to help
4. He built rapport with the customer
5. He backed it up with knowledge and was able to become a trusted advisor

I challenge you to use Tim as an example for yourself. Next time you make a mistake or have a problem, seize the opportunity to make a relationship. A sale will follow.

Want to know the best way to build a great client relationship? Send me an email (stephanie@trainone.com) with the subject line RELATIONSHIP to receive my espresso single-shot tip on how to best build your client relationships.

I’m your Double-Tall, Non-Fat, No-Whip Sales Barista. How may I help you help yourself?
Stephanie Melish, one of the few, hand-selected, Gitomer-Certified Speakers is the only Double-Tall, Non-Fat, No-Whip Sales Barista in the world! Stephanie trains, sells, and speaks to companies and associations all over the country. To book Stephanie for your next event,please visitwww.GitomerCertified.com or contact the friendly folks at Buy Gitomer at 704-333-1112.