Category: Customer Service

It’s that time of year again. To tip everyone for doing (or going above and beyond) their job. I believe in tipping very generously because I used to be a waiter and a caddy.

In the service industry there is nothing more frustrating than dealing with someone who works you to death…just because they can.

However, I think it’s just as bad when people in a service industry believe they can do nothing and expect a tip.

Tipping is fascinating to me because it’s a measure of a person’s integrity. Especially, if it’s a one shot tip like going to a random restaurant in a different city.

If you’re picking up the tab no one knows what you’re leaving except the server. If someone else is paying, you have no idea what they’re leaving, and they know that. The old “if no one sees, it doesn’t count.”

If you’re in a group, no one wants to be labeled as cheap so they’ll tip well. “Sure, what’s an extra few bucks?!”

But you better believe when it’s just the server and the customer – the real person comes out! I’ve caddied for multi-millionaires who were so cheap it’s incredible. And these were guys that paid thousands and thousands of dollars to belong to a country club.

The sad part is these guys were hated. It’s one thing to be cheap but it’s another to be a complete a$$hole and cheap! And it’s just completely dumb to be cheap and an a$$hole at your own country club where everyone knows exactly who you are!

Interestingly enough, all the cheapskates seemed miserable with their life.

If you’re going to join a country club but not be able to tip well, you shouldn’t belong in the first place.

One of the main reasons why I did well as a caddy and a waiter is because I enjoying going above and beyond for people. I like making people happy. It’s fun.

It’s also one of the reasons why I wanted to be in a B to C business as opposed to a B to B business. I love dealing directly with the end users.

I just got ‘the’ holiday card from my building with 25 people I’ve never heard of. It turns out that being a good doorman and building a (good) business aren’t so different after all.

A doorman knows everything about our lives; probably a little too much!

A good doorman actually takes an interest in his customers. He cares about you (his customer). And it’s so easy for him to care because he can see what’s going on in your life.

He knows:

What you are doing and where you are going. Your work hours better than anyone.

Your favorite delivery food and how often you eat it. If you exercise.

When you go shopping and what you are ordering via mail. Your friends and family and how often you hang out with them.

Who you are seeing (and who you shouldn’t be seeing).

His job is to make your life as easy as possible by helping you solve little problems. Whether it’s holding packages, letting workers up to your apartment, holding doors open, or whatever the case may be.

If he’s a superstar, he’ll take the time to learn about you, making sure to establish that emotional connection. He’ll go out of his way to greet you in the morning. He’ll run to open the door for you.

He acknowledges you and shows his appreciation and leaves you with a lasting impression as you take on the day.

In fact, a good doorman is sincere 365 days a year 24/7 since the day you moved in. Sure, we all have our bad moments. You make it up next time, though. We are all forgiving.

But, doesn’t it make you cringe when all of the sudden your doormen are being extra nice?

When a doorman just expects tips just because he’s a doorman and is being extra nice just because it is holiday time people sense that in .1 seconds. If he really cared about serving people and wanted to make a difference, people would sense that too. They’d appreciate it. And guess what? They’d tell their neighbors how much they love the guy and make sure he was well taken care of.

Here’s the key to being a good doorman: Act like a caring person who likes to go above and beyond.

Here’s the key to being a superstar doorman: Actually, BE a caring person who likes to go above and beyond. (If you’re not, you’re in the wrong business. Because it’s much easier to be than to act.)

Here’s a post I wrote almost two years ago about my terrible doormen who thought everything was coming to them!

Every once in a while, on my way home from the gym in the mornings, I’ll get myself breakfast. Nothing crazy. I’ll get egg whites and turkey in a whole wheat wrap. It’s amazing. Well, at least to me it is.

I would say one out of every ten times I order this it gets messed up. Usually, they throw in cheese. I don’t like cheese except on pizza.

It’s very frustrating as I’m all set to eat my breakfast. I have my little protein shake. My paper and my egg white and turkey wrap. It’s a beautiful thing.

I open it and boom there is cheese. I won’t eat it. Not even for health reasons. I just don’t like it. I then have to make my own egg whites, which I usually do anyway, but it’s annoying to say the least.

I’m paying $4.00 for something that would cost me about 60 cents to make myself.

The next time I go back to the place, I’ll usually tell the manager after I emphasize egg whites and turkey only. See, I used to request egg whites and turkey and NO cheese. Bad move and I quickly realized it.

These grill guys hear cheese and it’s going on there whether I want it or not. It used to happen to me when I would ask for no cheese on my hamburgers.

Anyway, I must say that every time, except once, the manager of the particular place has apologized and made good on it by not charging me.

This is refreshing and smart. $4.00 and the principle of my anti-climatic breakfast is worth more to me (or caused me more hassle) than it is to them.

Hats off to the managers at Pax Whole Foods and Teresa’s Gourmet for passing my accidental egg white and turkey test.

Maybe when you Google your business this will come up and you can reward your managers for doing the right thing.

It’s happened before!

For those keeping score at home…I moved. I now live on 61st between 2nd and 3rd avenues in NYC. Moving anywhere is a huge hassle but especially in New York!

Most buildings require you to go through a broker but dealing with a broker is like having to use some one else’s hands to eat but they are too busy doing something else. The person knows you are hungry but they could care less. In fact, not only don’t they care but they will try to take all of your food too.

I went through 4 different brokers because all of these people forgot to do one important thing: Listen. They wanted to show me apartments that they wanted to show me. Not apartments I wanted to see.

I don’t appreciate having my time wasted. And in the end I didn’t even use a broker.

Being a broker must be a tough gig. No one wants to deal with you and most people don’t value your service. I’ve never met anyone who was happy to pay their broker. I’ve also never met anyone who has recommended their broker.

“Adam, I have this guy. You must use him. He only charged us a $35,000 broker fee and get this…he even waived the application fee for us!” Doesn’t happen.

What if your broker met you where you wanted instead of you having to go to their offices that are usually far away from where you want to look? What if she took you out for lunch? You sat down and she genuinely and sincerely wanted to learn more about you and why you’re moving. She’d also learn about my budget and where I wanted to move and what days and times are good for me to check out places.

Depending on your situation she would say something like, “Yes. I know moving sucks. But listen. I am going to be 1000% committed to making this as painless as possible for you. I know. Believe me. But, just know that I won’t stop until we find something that you totally love.”

Or she might say something like, “Wow! That’s so exciting. Congrats! So moving in with the girlfriend huh? That’s great. This is so exciting and I want to find a special place for you two. I’ll make it happen. You have my word.”

Or, “I know. I know the city is big. I know it can be overwhelming but you remember when you were overwhelmed at first by high school? Now look at you. Before you know it, you’ll feel like you own this place. Now, tell me. What do you think you like and where do you think you want to live?”

She’ll also say something like listen, “I know the rates we and all brokers charge are very expensive. But I want you to know one thing. I will break my back for you. I am determined to find the best possible place for you for the least amount of money. Your happiness is my goal.”

Once the quick lunch is over she’d say something like, “Okay Adam, so let’s meet on Sunday at 11 AM because that’s the most convenient time for you. I will have at least 10 places to show you and all of these places will meet your exact specs because I don’t want to waste your time.”

I would leave our initial meeting relieved and feeling that I am in very good hands. I’d also have high expectations.

But here is where the magic happens. If she actually delivers on her word then she will get a lot of referrals from me and not because I have to but because I want to. I (and most everyone) appreciates when someone goes out of their way for them.

Here is a girl that is going above and beyond and taking something that is painful and making it stress and pain free.

Three weeks later, I’d get a letter in the mail congratulating me on my new apartment with a gift card to a place like Best Buy or Bed Bath & Beyond or Home Depot. (The expensive broker fee can easily justify that.)

That’s a broker I would have loved to use and would have gladly paid.

It’s the little things that really count. Always.

Thanks for stopping by. Call me crazy but I’m going to assume that if you made it this far you enjoyed my article. I’ll be writing a regular column for Millionaire Blueprints Teen so be sure to look out for it.

I also write frequently right here on my blog. Anything business and life is fair game. I know. That’s like saying the problem with infinity is that there’s too much of it.

But most of my articles deal with business in some way, shape or form but I don’t like to be restricted.

My job is all about your most favorite person in the world: YOU!

My duties include but are not limited to: making you think, inspiring you, entertaining you, motivating you and maybe, just maybe, teaching you a thing or two.

I can assure you of several things. I don’t know all of the answers but I can help you ask the right questions. You have a major advantage over many people. Your thirst for knowledge will help you tremendously. You have a long leg up on most people.

If you’re already craving more GuruGilbert and can’t wait until my next article fret no more.

On the right hand side of this blog there is a link entitled ‘favorites’. Grab a comfy seat, some good nosh and have yourself a party. And if you don’t feel like moving I can even hand deliver each of my posts right into your inbox.

I love hearing from my readers so don’t be shy.

The iPhone is generating some amazing buzz. The big day is June 29th…

I believe Apple is on the verge of another grand slam. Industry experts are all over the place with this thing though.

Steve Ballmer (Microsoft) says, “There’s no chance that the iPhone is going to get any significant market share. No chance.”

My prediction: In 2007, Apple will sell 1.5 million phones. And even more in 2008.

I want this phone. Badly.

But wait. Good ol’ Verizon has me [insert Akon’s “Locked up”…they won’t let me out] for another year.

Check this: I read a story about a company’s CEO who was very adamant on being completely honest with his clients and employees. He wanted the best for them.

When potential clients came to him and he didn’t think he could help them meet their objectives he’d tell them. When he came across remarkable jobs with challenges, compensation and benefits he couldn’t offer he’d tell his employees about it.

Wow! Imagine that.

Your boss telling you about a job he thinks you’d be interested in while turning away potential business.

If your boss is that honest and sincere you wouldn’t want to leave.

If Verizon actually cared about their customers instead of acting like a monopoly then they wouldn’t have countless people ranting about their awful service.

Now, if Verizon really cared about their clients and really believed they had “America’s most reliable coverage” they should (and would) let their customers go and try Cingular and be confident that they will come back.

I want this iPhone and Verizon is holding me back.

I resent you Verizon. I really do.

Once again, can you hear me now?

As yesterday was torrentially pouring, I learned a valuable business lesson.

In today’s hyper cluttered, super busy world we all are extremely loyal to brands.

Or are we?

Some people wouldn’t switch for anything, no matter how cool, expensive and exclusive it may be. Others are always looking for a bargain and don’t really care what the tag or label says. And some are constantly in search for the next best thing. These early adopters become the trend setters.

We are in such a low trust world, no one believes anything anymore!

There are more scams, more emails from Africa claiming that I’m going to be a millionaire and not enough time to sort through all the clutter.

People practice professional skepticism. (Oh my God, that reminds me of my former career. Excuse me. Sorry. I just threw up in my mouth.)

I enjoy going to the gym in the afternoon and then once in a while getting a whole wheat bagel with Dirty sour cream and onion potato chips and a couple of free pickles from my local deli.

I used to actually get tuna on the bagel but then I realized that I make tuna better than my deli. The key is to really mash it down so it’s very fine. Then, I cut up celery so small it literally won’t come off the knife. Next, I take a carrot and peel off a few slices so they are razor thin. I make sure to cut the slices up into micro pieces.

The crunch from the celery and carrots is so subtle yet so amazing. Add some mayo and we have a party.

It’ll make you part your eye brows with your tongue!

Finally, I let it cool in the fridge for 30 minutes because I can’t eat warm tuna.

I digress!

I don’t have an umbrella. I seem to keep losing them or they keep disappearing. So, all I wanted to do yesterday was run quickly to my deli and spend my $2.00 on my bagel and chips.

I didn’t want to get drenched though. So, I decided I’d ask the parking garage guy if I could borrow his (very visible) umbrella.

“Hola Amigo!!! May I borrow your umbrella? I’m literally going 300 yards to the deli. I just don’t want to get soaked.”

“Ohh no my friend. This isn’t mine.”

“Well whose is it? I just want to borrow it for 2 minutes. I live in this building.”

“I wish I could. I can’t. It’s not mine.”

“Really. That’s strange whose is it?”

“Some guy who just parked his car. He had to run down the street quickly. He’ll be right back.”

“Aww really. Just for 2 minutes man? C’mon. I promise. I’m not going to take your umbrella. What guy is going to run down the street without his umbrella right now? It’s pouring!”

“Ahhh amigo you got me. Okay, okay. For only two minutes though?”

“Yes. I swear. I’ll be right back!”

And this was all to get an umbrella! And he knew where I lived. But in his defense, he didn’t know me from a hole in the wall.

Wait a second. Isn’t that how business works?

Could you get a perfect stranger to lend you there umbrella?

Well, that’s exactly what I do every day for a living. And so does anyone else with a business.

How can you make your product or service as risk free as possible for strangers to give you a chance?

3 things you should do.

1. Stop marketing your product/service right now if you don’t believe in it 1000%. People sense sincerity (or lack of) very quickly.

2. Offer a money back guarantee. If you really believe in what you are doing then you shouldn’t have to think twice about offering a money back guarantee.

3. Include testimonials. People like to see that other people are using (and loving) your product/service. And don’t be afraid to include testimonials that are less than stellar. The more real and honest you are the better. (Note: In my type of business a lot of people are hesitant to include their full name, etc. If that’s the case, be prepared to hand over a list with your clients contact information – of course, you must ask your clients for permission to do this but if you can, that’s impressive!)

So, here’s my question to you. How can you umbrellerize your business?

Boy is my tuna good!