80 percent of success By Larry Galler April 12, 2012 Print / Reprints / Share on facebook Share on twitter Share on linkedin | Share More PLEASE GO TO; http://www.janiservu.com/  For more information and postings and articles!!! Advantage Cleaning Services Does Office Cleaning For Painted Post, N.Y. 14870!! Film director, writer, actor, and comedian Woody Allen has been quoted as saying, “80 percent of success is just showing up.” When I first read that quote, I thought he was joking — but I don’t think that way any longer. I think he is right… but what has this to do with you? When I wrote this article, I had been waiting for weeks for my accountant to answer a question I asked in an e-mail about an item on one of his invoices. I keep a “pending” file in my computer and on paper so I have a record of open items. Two weeks before writing this article, I sent him another e-mail asking whether he received my question and I got a response that he was out of town but would respond when he returned. I waited a long time. But while I waited, I also considered the need for a new, more responsive accountant. What has this to do with you? I have a few other items my “pending” file: I ordered a part for my hobby from a supplier. It was shipped in a timely manner but they shipped the wrong product. I called to let them know about the error, returned it, and waited patiently for a while. After a reasonable time, I became impatient and, since they didn’t “show up,” I called to find out when it would be delivered. “Oh, it’s been back-ordered.” I requested a refund and have received the part from another company. What does this have to do with you? A while back, I had a question about a computer product I own. I called the company I purchased it from with my inquiry and was told that they would research the question and get back to me “soon.” So far, they haven’t “shown up.” What does this have to do with you? Respond properly… or else I am not inaccessible. Each of these companies has my contact information – telephone number, cell phone number, fax number, e-mail address, everything except my shoe size. I have voice mail for both my telephone and cell phone so they can get the information to me or follow up with me in some way. Maybe they think that they are the only companies that I will do business with. They are wrong. Maybe that they think that (and I have heard this from carpet cleaners), “I do such a good job for my customers that they wouldn’t go anywhere else.” They are wrong. While none of these issues are life threatening, it is inconvenient and annoying. I would feel so much better about the companies if they would just “show up” and let me know what is happening, even if they don’t have an answer. That way, I don’t have to wonder if they lost my request, are out of business, or are incompetent. I am quickly losing confidence in all of these companies and am about to do business elsewhere. Now, the reason why I had to go to the effort of seeking different vendors is that none of these companies bother to “show up.” Maybe it is fear of angering me. Maybe it is fear of telling the truth. Maybe it is fear of losing me as a customer (though they already have or are close to it but they just don’t know it). Maybe they just don’t care. I don’t know! Which leads me to questions for you: Do you “show up?” Do you make appointments and arrive late? Do you leave your customers hanging? Sooner or later, no matter how good of a job you do for them, they will defect and go to your competition. Your technical skill is only one piece of the customer satisfaction puzzle. Your level of service (honesty and integrity are part of this) is another large part of the puzzle. Your price, personality, guarantees, and toolbox of other services are the rest of the puzzle. You are in the service business. Many, if not most, of your customers can get along without you. They want your service or they would never call you in the first place so give them the service they want and are willing to pay for. If you are running more than five minutes late call them so they won’t be wondering whether you will actually show up. If you are going to be even later, give them an estimated time of arrival and options of taking that time or rescheduling for another day or time. Yes, I know that this may be inconvenient for you; in fact, it might be unprofitable for you, but you are in the service business and serve at the pleasure of your customer. Some very successful businesses apologize when they have to inconvenience their customers by offering a price discount, a free extra or add-on service, or a discount on future work. They understand the value of a lifetime customer and work hard to maximize that value. They know that they will make errors, and that unavoidable equipment breakdowns happen, and that some previously scheduled jobs will take longer than they estimate, that employees might have family emergencies. They build their businesses on exceeding expectations so when circumstances arise that they can’t meet (let alone exceed) those expectations they will do whatever is necessary to keep that customer happy over the long term. Showing up is 80 percent of success, making it right when you can’t show up when expected is the other 20 percent of success. Be successful. Show up. That''s what this has to do with you! Larry Galler specializes in coaching owners of small businesses to grow their businesses through effective marketing, customer retention programs, and systemizing their business practices. Explore how he can help you during a free coaching session by calling (800)326-7087 or e-mail larry@larrygaller.com . Visit his One Year to Greatness website. Sign up for his informative free newsletter at www.larrygaller.com.