-" Procter and Gamble customer care. Hello, my name is Steven, How can I assist you?"
- "Hello. My name is Avi, I am your loyal customer for decades. In the past years, I had to buy three Gilette battery powered shavers to replace the ones who stopped vibrating even after I changed to a new battery. Is it normal?
-"I am sorry to hear that sir. This should not happen. Please tell me more about it"
Steven had directed the conversation in a pleasant manner by asking the right questions. When he was convinced by my story, he offered to send me vouchers for the cost of the items.
- "Thank you Steven, that is very fair on your side. How can I send you the three faulty ones to you?" I said.
-" There is no need Mr. Liran, our value is to trust our customers. Your case numebr is 02760579"
He then arranged for all the technical details of the delivery. The vouchers came a week before the time he had indicated. The vouchers were delivered by a currier directly to my home.
As an evangelist for Delivering Delight, I felt proud to be a customer of P&G and to be serviced by Steven. I was treated with care. Steven was a good listener, I was treated with respect and trust. Yesterday I went to buy. I spent more 10$ more than the vouchers. I stayed loyal to the brand and became an ambassador to share with you over social media.
This is not a fluke nor stroke of luck. This is part of a tradition of 175 years old great company that is living its purpose, values, and principles which are the foundation for P&G’s unique culture.
The purpose of P&G states talks about their comitment to "superior quality and value that improve the lives of the world’s consumers."
The purpose is so powerful that even customers like me, behave in the manner that stated there. It has "Delivering Delight" principals ingrained into the purpose. When I was delighted I was compelled to be one of the "consumers will reward us with leadership sales, profit and value creation." Not only I went to purchase more P&G products, I paid more and I contribute to their profit by creating viral social media value for them.
Steven "walked the talk" and led the interaction with me with their values. "Integrity We always try to do the right thing." Steven did the right thing for his customer.
He took ownership of the situation to meet the business needs by taking care of me and trusting me.
Every great company knows that customer problems are opportunities in disguise. When you attend to your customer needs, trust them, listen to them and provide them with a fair solution, they will reward you with their loyalty, with their money and will go the extra mile for you to advocate your brand.
How does your organization deals with customer issues?
Does your culture empower people to live your values?
What do you do to delight your customers?
Recommended to watch at home until the end. Tissues can help the shining eyes.
"Kindness is like a hug. You can't tell who is giving and who is receiving."
~ Lenny Ravich
From the movie "Turning Point" (1995) written by Martin Andersen. The late keeper of the lighthouse on the point bequeaths small mementos of great personal meaning to several individuals who don't really know him. Each item represents a turning point in his life, and in turn, creates a turning point in the lives of those so bequeathed.
Every act of kindness that you perform makes a difference to other people's life. As humans we are social animals wired to enjoy and be physically and emotionally rewarded when we help one another. Many neuroscience studies confirm that giving is a powerful pathway for increasing our sense of well being. We experience higher levels of personal joy and we also improve our emotional and physical health.
In a study about "Empathy toward strangers triggers oxytocin release and subsequent generosity" was conducted in 2009 at the School of Organizational and Behavioral Studies and Center for Neuroeconomics Studies in Claremont Graduate University.The reserchers Barraza JMcCullough & Ahmadi S, Zak found that empathy was associated with a 47% increase in oxytocin from baseline.
In a study, “The Neurobiology of Giving Versus Receiving Support" that was published in early 2016, the lead researchers Tristen Inagaki from the University of Pittsburgh and Naomi Eisenberger of UCLA, found that our brain benefit from giving social support.
1. Reduced stress-related activity in dorsal anterior cingulate cortex, right anterior insula, and right amygdala.
2. Greater reward-related activity in left and right ventral striatum.
3. Greater caregiving-related activity in septal area.
What letters will your kids receive about your acts of kindness?
I bless you to always have what to share.
5,300 employees were held responsible for the Wells Fargo scam yet no senior executives shouldered the blame. Were the company’s values aligned with the incident and repercussions? What are the values and how do we effectively apply them?
Yes, we learn from mistakes and failures, but we often disregard the powerful lessons from our own success. Recognizing and learning from our successes, allows us to replicate systems what works for us rather than over focus on fixing what didn’t. www.linkedin.com/pulse/stop-celebrate-small-wins-avi-z-liran .
We can stay humble without deflecting and discounting ourselves. By allowing well-deserving self-compliments that we earned by our hard work we nourish our inate and basic human need for recognition, affirmation, approval and acceptance.
If the most important source of affirmation is internal, then why do we skip and delay celebrating our small achievements? Every goal has mile-stones. By pausing to celebrate small wins we reinforce the efforts and keep the motivation up.
I wish you more “Self Naches” (www.linkedin.com/pulse/you-leader-who-deserves-naches-nachos-avi-z-liran ).
Consider a short pause to ponder on your successes, achievements, the fun that you had, the happiness that you shared with others. The time that you used your strength and flourished.
“Naches” is a Yiddish word originated from the Hebrew word "נחת".
It means the gratification, contentment, pride and joy one derives mostly from her/his children/grandchildren. Feeling elated and blessed to witness them doing great, achieve, live the good values and they are happy with their lives. They contribute to their communities, reaching closer to their potential. Sometimes, "Naches" means the ability to spend quality time with them.
"Naches" is the priceless feeling of completion reward that parents get when they feel that their selfless investment in nurturing, educating, building character, supplying tools, knowledge, love, money, care and more really bear fruit.
At the workplace, "Naches" means similar things, just that the parent is the boss and the kids are the employees. Our workplace is the "family that we chose" for most of our day-light time. "Parental leaders" are focused both on results and on long term development of their employees. While some leaders are afraid of establishing personal relationships with their employees because of fear of boundaries, "Parent Leaders" know how to draw the red line, just like parents do.
What is common to the most admired leaders in organisation is the sense of trust that the employees feel towards them for the genuine care to their success. They derive "Naches" and self of satisfaction and accomplishment to watch their protégés do well. They mentor and coach them just like positive parents, they invest time to coach, mentor, guide, encourage while giving honest feedback.
One GM of a big hotel told me: "When I retire, I want to see as many of my talented people as a successful and admired GM. I want to feel the satisfaction that I had a lot to do with helping them to become great leaders. When someone will ask them, who influenced and inspired their to be great leaders, I want them to think about me."
And what is your leadership mantra? Are you designing your role for Naches?
Do you want love yourself as much as you want to? Do you forgive yourself on your mistakes and embrace your imperfections?
Can you share how did you managed to love yourself more?Watch Anita's inspiring TED talk on her journey. With a beautiful anecdote she will convince you that where you might wish to focus your attention. She shares five key and practical findings coming back from the dead to live healthier and happier life starting from NOW!.
1. The most important to focus our awareness on is LOVE – SELF LOVE!
The reason why Anita got cancer is that she did not love herself. She was busy making other people happy and forgot her own worth. When we love ourselves, we value ourselves. We teach others how treat us. We find no need to control or bully other people nor do we allow them to it to us. The more you love yourself, the more love you have to give other people.
2. Live life fearlessly. We are brought to fear everything. Fears and worries kills us from within. Fear does not make us safe, love does.
3. Humor and laughter and joy We are born with them and then they fade out.
4. Life is a gift – not a chore. Why do we value things more only when we lose them? It took Anita to lose her life to appreciate it. Do you need to lose yours?
Even the challenges are gift. Today when Anita looks at it. Cancer saved her life. When you are in a challenge and you did not feel like a gift yet, it mans you did not got to the end yet.
5. Biggest lesson – Always be yourself.
Shine your light as brightly as you can. Embrace your uniqueness. Get to know who you are. Embrace yourself
Did you know that every person consumes about 7 trees every year?
Project Together: A project of awareness and contributing for the deaf. Although the song is in Hebrew, the signs are international and below please see the translation of the song:
Lyrics and singing Arik Einstein, Music: Miki Gavrielov
"I and you are going to change the world,
I and you then everybody will join us
Others have said it already
Before I did
That doesn't change a thing
I and you are going to change the world
I and you are going to try from the start
It may be tough time,
Don't worry, its not that bad
Others have said it already
Before I did
That doesn't change a thing
Ie and you are going to change the world "