How do I get better service from big vendors? Some companies I call will put me on hold for 20 minutes or ignore my requests for help with issues.
Two of the most basic rules of business — size matters and it’s who you know – apply here … although the latter probably trumps the former and likely holds the answer to your troubles. The best way to get great service, no matter how large the company, is to make a friend on the inside. When you finally do make contact with that clerk, rep, service specialist, etc., take a few extra minutes and have a brief conversation. Listen, learn all you can, and keep notes. End your conversation with ‘You really have been terrific. Do you have a direct extension I can call next time? I would really rather deal with you.’ The next time you contact the company, start with a friendly chat (reference your notes) — not your order. You’ll be amazed at how quickly that person can get things done for you.
What’s a good rate of growth to aim for?
Some growth is necessary for any business to keep up with competitors, benefit from economies of scale and provide new opportunities for its people, but there are more important things you should probably be focusing on. As Brazilian businessman Ricardo Semler noted in his book Maverick, the only things in the world that grow for the sake of growth are businesses and tumors. “Growth needs to be balanced with margin, operating expenses and inventory levels otherwise it can result in working harder but having nothing to show for it,” notes David Brown of the Edge Retail Academy. Worry about cash flow, profit, taking care of your staff and customers, and basically just doing a good job. Growth will take care of itself. Content yourself with the old saw that only bad things happen quickly.
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Should I still ask, “What are you passionate about?” in job interviews? People have a canned response when I’m trying to find out something authentic about them.
It’s true, WAYPA may have worn out its usefulness in the job interview process but the intent behind it is still a valid one — you want to get to know what drives people and gets them out of bed in the morning — information that is not usually provided by the classic résumé check-boxes. Try a variation such as “What were you doing when you felt most engaged in your last job?” or “What activity gets you really excited when you think about it?” And if they answer, “customer service,” at least you’ll know they prepared well.
