Well Done

Good morning,

Happy Labor Day! I hope you have a wonderful holiday weekend. Have you heard of the Lake Wobegone Effect - everyone’s above average? Unfortunately, we all tend to think we’re smarter than we are and organizations tend to think their customer service is better than it is. But every once in a while there really is a company whose service is exceptionally good, and this week I was surprised and delighted to have that experience.

From the moment they first answered my call to our last interaction at their office, Collex Collision on Merriman Road in Livonia got it 100% right. The delightful woman on the phone assured me I’d called the right place, affirmed that their technicians are excellent and they’d get me taken care of right away. It was old school sales translated beautifully into customer service.

When I arrived (how could I say no?), the place was clean, organized and efficient. They were as friendly in person as on the phone and I left my vehicle with them to repair the paint for an agreed upon price. They provided a website where I could view photos of my vehicle during the repair process and when it was ready, they even offered to come pick me up. I arrived expecting to be disappointed by a bill slightly above estimate (taxes, right?) but no, it was under! And they detailed my car and I could go on and on.

Do I want to damage my car again just so I can get service from Collex? Not really! But it was almost that good.

Let’s all try to shine like the team on Merriman Road - and have a sunny day!

Clarity

“Do what you do so well that they will want to see it again and bring their friends.” Walt Disney

P.P.S. To receive Sunny Notes each Friday morning in your email, simply Visit This Link to sign up.

Clarity Patton Newhouse
Sunny Media Group, Inc.
313-268-6810
SunnyMediaGroup.com

The High Road

Good morning,

It's April 1st! Today, and every day, don't get fooled into taking the wrong turn when challenged by a provocative or combative individual. In almost every situation, we have a choice of either taking the high road or taking the low road. Often the "high road" means responding respectfully or professionally to disrespectful or unprofessional behavior. No matter what:

Treat others the way we would like to be treated.

Sometimes it's very difficult and that's when it's very important. Even though we can’t control other people’s behavior, we can always control our own, and everyone benefits when we take the high road.

So no matter what thunderstorms you run into this Friday, bring your own sunshine - and have a sunny day!

Clarity

“Those who bring sunshine to the lives of others cannot keep it from themselves.” ~James Matthew Barrie

Just Because

Good morning,

Happy Friday! Some things in life are worth doing just because they’re the right thing to do. The world is full of crossroads where commercial interests and human concerns seem to point in different directions. Today’s sunny note is simply a reminder to take the high road.

Do the right thing just because it’s the right thing to do.

Not every action needs an obvious “return on investment.” It’s inevitable that some of the things we do for the people in our lives will go unnoticed or even unappreciated. Yet we do them anyway. Not for pats on the back or commercial rewards, but simply because we care.

In fact, caring turns out to be its own reward, making each of us happier at the end of the road.

Drive safely – and have a sunny day!

Clarity

P.S. In response to last week’s Sunny Note, Cheri Young sent in a great suggestion that I asked her permission to share with you today. Here is Cheri’s recommended alternative to "resolutions." Thanks Cheri!

>>>I find that most resolutions are good for about 3-4 days, after that we are crabby and discouraged. I make a list called "less and more." This way I can celebrate improvement and failure never happens unless I quit trying.

Instead of the usual, I want to lose XX pounds. How about:

I want to eat more real fruit and less refined sugars.
I want to eat more lean protein and fewer fast food hamburgers
Supporting actions:
• Change purchases at grocery store, we tend to eat what is at hand.
• Eat Grilled chicken salads instead of fried foods at restaurants.

I want to spend less time on routine cooking.
I want to spend more time entertaining.
Supporting actions:
• Double the recipe on "routine" foods and store/freeze for another day.
• Pick one weekend a month and invite friends for dinner and cards. (Friends bring the wine and fruit-based dessert.)

I want to save more money.
Supporting actions:
• Increase your retirement savings by one percent and eat out less often.
• Throw change in a cookie jar for the next vacation instead of using your credit card.
• Invite friends to dinner and cards instead of going out, put saved dollars in cookie jar.

As you can see, some actions have multiple results! This is way more fun and successful than promising to lose 10 pounds. Best Regards, Cheri

P.P.S. Thank you for sharing Sunny Notes with others. New readers can Visit This Link to add an email address to receive Sunny Notes directly from me by email each Friday.

Clarity Patton Newhouse
Sunny Media Group, Inc.
313-268-6810
www.SunnyMediaGroup.com

Good Fun

Good morning,

When was the last time you had fun conducting business somewhere or with someone? Hopefully it was quite recently! And chances are you're more likely to do business again with the organization or individual who provided the positive experience. That's according to the Retail Marketing Institute, whose study of customer retention reports that 70% of customers would go someplace else if it were "more fun" to do business elsewhere.

Fun is good - and good for business.

More specifically, fun is one of the keys to retaining customers. Sales and service expert Scott McKain addressed this topic in his recent Yes! Network seminar titled "All Business is Show Business: How to Consistently Create Outstanding Customer Experiences." Scott said, "The 'fun' statistic doesn’t mean people want a standup comedian; it means they’re looking for something different, something exciting or enjoyable. In other words, customers want an experience."

If instead of providing the experience customers want we just "satisfy" them, we risk a staggering loss of customer retention. According to a Xerox survey of repeat business, only 6% of "satisfied" customers returned. On the other hand, 66% of “highly” or “extremely” satisfied customers returned.

"What these stats show," said Scott McCain, "is that trying to ‘satisfy’ customers is not setting the bar high enough. We have to raise the bar if we are going to get the repeat business that every company is after."

Let's have some fun – and a sunny day!

Clarity

P.S. "People rarely succeed unless they have fun in what they are doing."
Dale Carnegie

P.P.S. Thank you for sharing Sunny Notes with others. New readers can Visit This Link to add an email address to receive Sunny Notes directly from me by email each Friday.

Clarity Patton Newhouse
Metropolitan Lincoln
32000 Ford Road
Garden City, MI 48135
313-670-7505
MetroMichigan.com