Congrats to the following stores for hitting their 2nd quarter goals Coldwater, Fulton, Hamilton, Reform, Kosciusko, and Vernon. You should be receiving your 3rd quarter goals in the next couple of weeks.!
I hope everyone has a safe and happy 4th…Louis
If you have ever visited with Hope and Deborah in Belmont, you know that they practically wrote the book on customer service and their customers love them in return. A couple of weeks ago, I happen to be in the office when a title customer came in beaming with happiness as she talked about how well her current relationship was going and how excited she was about the future. What I didn’t know at the time was that Hope and Deborah were the matchmakers! Of course, I had to get the scoop on this one! Hope said that she always came in the store talking about how she was tired of not being treated right and how she needed Hope and Deborah to find her a good guy. Well, Hope and Deborah started thinking of who they knew and thought of a customer on the check side who was always so nice and respectful. They told her about him and she was interested….. they told him about her and he was interested. It turns out he had not dated anyone in eight years! They started face booking each other, then talking on the phone and now planning their future together. If you could have only seen the look of happiness on that customer’s face that day….
Thanks to Hope and Deborah for sharing this story with me and for the great work that both of you do!
Rachel
Kandi’s son Hayden celebrated his 1st Tee Ball season this week with a swim party. From day one, Hayden said ” all I want is the trophy”. Hayden is right, all teams do want a trophy and share a common goal – to succeed and win. Working together is often challenging, but with hard work, dedication and comradery your team will succeed.
Shane
“The way a team plays as a whole determines its success. You may have the greatest bunch of individual stars in the world, but if they don’t play together, the club won’t be worth a dime.” – Babe Ruth
It was good to see everyone at the Employee Appreciation Day this weekend.
I really enjoyed riding the slides and most of all getting see everyone and meet many of your families. Below is a group picture that was taken during lunch. I hope everyone has a great day…..Louis
I’ve heard it said so many times that it’s the little things in life that count the most. I have also found this to be true with customer service. During a recent visit to Southaven, a customer mentioned to Sonia that she was having issues with her iphone. Sonia asked her if she had visited the Apple store and the customer said that she did not know where one was in the area. Sonia told here where she thought it was and looked up the phone number for her. I could tell by the expression on the customer’s face that she was so appreciative of the help as getting her phone fixed was very important to her. Although this was a “little” gesture, it reminded me that the little things do count the most and can be the very thing a customer will remember. I guarantee you that the next time this customer needs one of the services we offer, our store will be the first place she visits. Good job Sonia! Michelle, I hope your vacation was fun. I am sure you know that the office was in good hands while you were gone. The audit was perfect – Keep up the good work ladies!
Never neglect the little things. Never skimp on that extra effort, that additional few minutes, that word of praise or thanks, that delivery of the very best that you can do.
Rachel
My wife and I moved into a new house about two months ago. As most of you probably know from past experiences, there are many headaches associated with moving. I have had more phone conversations with utility companies, furniture companies, movers, and handymen than I care to recall.
I would rate the overall customer service I have received from most of these companies very average. I have had a difficult time with one particular furniture company making false promises and continually missing their delivery date. This company has promised delivery of my furniture “next week” for the past 3 weeks. The manager of this company has been avoiding what he sees as a difficult conversation with me by giving me a delivery date that his company has yet to fulfill.
This example reminds me that being truthful with our customers is part of giving great customer service. When companies tell customers what they want to hear to avoid a difficult conversation it almost always leads to a more difficult conversation down the road. I have heard from several of our consultants that customer service nationwide is on a decline. My moving experience has reiterated this to me. As a company, we should view this as an even greater opportunity to stand out with exceptional customer service.
Have a good day……Louis
I’m going to have lunch and meet with our current leadership class today. I’m looking forward to spending a couple of hours listening to the advancements this current class is making in their communication and leadership skills. Most employees have been through some type of leadership training over the last year. It has been very exciting to watch as these participants grow and polish skills that can advance them not only in the workplace, but in all aspects of their life. I always leave these meeting re-energized after seeing positive attitudes and eagerness to learn. I’m sure today will be no different!
Have a great day…..Louis
I have never been a huge HGTV fan only because I have no talent when it comes to decorating or do-it-yourself projects. The same cannot be said for one of the managers that I visited with several weeks ago. Ms. Felicia Gilleylen at our Okolona store had not only added several wall decorations on her own but she and Erin had cleaned the store top to bottom. I thought the inside of the store looked awesome so I wanted to recognize both of them on the blog. For those of you who know Felicia, you know she is always dressed to a tee and has a personality that everyone loves. I can easily see her on her own HGTV show. Add our own area manager, Janna Tolar, with all her talent and projects that she does and it would be a smash hit!
Oh, and I must mention that Felecia and Erin had a perfect audit. Way to go Ladies!!
Rachel
During Kim’s presentation on office appearance at our last manager’s meeting she encouraged everyone to take a fresh look at their office. By stepping back and taking a fresh look at our offices we will notice things that we overlook on a daily basis that could be hindering the appearance of the office.
Luke and I spent yesterday afternoon meeting with Bradley Rodgers. Bradley operates a couple of businesses similar to us in Arkansas. I was excited about hearing some of Bradley’s new ideas and changes he is implementing in his business and discussing how they could also benefit us. I was also very anxious to have Bradley do a walk through at Simple Pawn and Approved Auto to get his input on these two stores. It had been over a year since Bradley last visited them. Bradley noticed several things, both positive and negative, that I had been overlooking, even though I visit these stores on a daily basis. I encourage you to not only take a fresh look yourself, but get the opinion of someone that isn’t in your office everyday.
Have a great Wednesday…Louis
Congrats to Wendy Watson, Rhonda Vernon, Tina Brown, and Christina Sciple for winning the Spirit of Montgomery Spirit Stick. The Macon office was awarded the stick at our quarterly managers meeting for the exceptional job they do collecting. They will possess the stick until our next quarterly meeting where it will be awarded to the office that has best exemplified the Spirit of Montgomery Enterprises.
Have a great day….Louis