Enthusiasm and Personalized Service

Hey, everybody. Kenny Chapman, the blue collar coach, coming to you with this week's video version of Freedom Friday Focus. Now, this week I want to talk to you about enthusiasm and I want to talk to you about personalized service. See, nothing is more attractive than enthusiasm when it comes to being served or being in the service industry or the service business. Now, we might be in the service contracting world, but our responsibility, our sole primary purpose is serving those customers that we have, regardless of trades that we're, we're invited into their homes. We're consultants and mind readers. Sometimes we need to educate and understand and learn about their situation so we can set up our products and services in a way that will enhance the experience of their lives from a retail environment. Right? So we want to look at these things and remember, as we kick off 2014 here, get your technicians fired up. I'm just recording a video for your technicians about the same topic so they can raise their bar and increase positive energy. Speaks to positive energy. And then when you kick up the level of personalized service, really good things happen, even if it's a little bit of a canned way. Now what do I mean by that? Well, so recently the lovely Christy and I celebrated our wedding anniversary. We were downtown Denver and we went and ate at one of our favorite places. It's called the Ocean Air Seafood Room. It's in downtown Loto. There's a few of these around the country. It's kind of a small chain, but it's a higher, like, higher experience chain, more like a capital grill or, you know, multiple locations, but phenomenal, top end Morton's kind of stuff. And so we got there, we had told them when we made reservations, it's our anniversary. You know, they ask, oh, are you celebrating anything? Yeah, it's our anniversary. Okay, fine. Well, a lot of places, number one, they don't ask. Number two, if they do, they don't follow up. And number three, if they do and they follow up, they drop the ball somewhere. Well, Christy and I are waiting for a great table, a great booth to celebrate this big night that we had planned. We're waiting on our booth and the people just weren't clearing. They weren't clearing. Now we're in business. We understand you can't control when your customer is going to leave. Our reservations come and the time comes and goes. And a few minutes later, just about on cue, right when we're kind of like, man, what the heck? I get the fact that these people aren't leaving, but we want a good table right? Then on Cue. A manager walks up. Ding. Gives us two glasses of champagne and says, here you go, a couple glasses of champagne. We just want you to have this great booth that looks like they should be clearing out any moment now. Personalize. We want you to have this great experience. They could spin that any different direction. Then we go and we sit, and our server comes over and he begins to explain the menu, which they print every day because of the fresh selections that they have. So they print this menu every day. Now, does that mean that there's not a template for it? Most of their wines probably don't change. And look at the top here. Happy anniversary. Okay, now, when we think about that, I'm not going to, you know, think this is all about us. And, oh, my gosh, they went to all this extra effort to print us this Happy anniversary. I know they have four or five canned things. I'm sure they say happy birthday and all these different things and congratulations or whatever. I don't care. It felt good. Our server was so enthusiastic and energetic about what he was doing and helping us through the different types of. What were we having? Shells and different. All kinds of different amazing food that we were eating. And he was explaining and sharing. Get technicians doing this, ladies and gentlemen. Get them to where? Yeah. Okay. So they give us this happy anniversary card and it comes. It's very basic, but guess what? We dig it. And we'll be back. And I had lunch with my attorney earlier this week. I talked about it. Now I'm telling thousands and thousands of people about it right now. Go to Oceaner when you're there, because it's an amazing experience. Guess what? I didn't explain one thing about price. I probably didn't hold this close enough for you to see the price. It's not about the price because it's about the experience. That's when we really set ourselves free. That's when things really get good. It's 2014, ladies and gentlemen. Bring that enthusiasm. Bring your A game. Let's do this. I'm Kenny Chapman, the blue collar coach. Until we talk again, have a better than fantastic week, and I'll see you next time. Bye. Bye.