ZERO IN ON ‘THE ONE THING’ CEO CHRIS EARLEY’S BOOK OF THE MONTH
As a small-business owner, avid reader, and just generally curious person, I’ve read my share of personal and business development books. I’m always reading something, whether it’s the latest self-help book to hit the New York Times’ best- seller list or some other nonfiction volume that piqued my interest. Across all those books, I’ve internalized a ton of helpful advice, but I’ve also come across a few reads that fell totally flat. But when it comes to Gary Keller — of Keller-Williams Realty — and Jay Papasan’s “The One Thing” from 2013, I find myself returning to it over and over, finding new, actionable strategies for my work and life each time. To say that I’m a busy guy would be an understatement. In the inspection business, I need to be available all the time to my team and clients. Luckily, I enjoy constantly getting my hands dirty in the day-to-day — if it was any other way, I’d get bored. But still, the barrage of information can occasionally get a little overwhelming, not so much in terms of stress, but in terms of determining what exactly needs to get done, and in what order. In “The One Thing,” Keller and Papasan break down the problem that pretty much every busy person in America faces: We need to reduce distractions and overwork, while increasing our productivity, success, and time with our families. The key to achieving all of this at once, they argue, is narrowing our focus.
Even the most successful people in the world can’t do everything at once. We’re all limited by our reserves of time and attention. So, instead of juggling a million things at once, we should zero in with pinpoint accuracy on what we want to accomplish during every moment, day, month, and year, and pursue it relentlessly. Through a detailed priority list that goes far beyond “To-Do,” we can cut through all the noise of life and figure out exactly what matters, and thus, what needs to get done.
Frankly, I can’t recommend the book enough. It’s rare to find a personal
development book that offers such a clear, focused direction for you to go — which I guess makes perfect sense given its primary subject. If you feel inundated with work, directionless, or just unsure of your next steps, pick this one up. You won’t regret it.
4 CUSTOMER SERVICE MISTAKES
THAT WILL RUIN RELATIONSHIPS AND REPEAT BUSINESS
According to entrepreneur and “Shark Tank” investor Daymond John, “Customer service is more important than anything else in your business.” Without high-level customer service, you can kiss repeat business goodbye. Here are some of the most common customer service killers and advice on how to avoid them. POOR LISTENING SKILLS There is nothing more frustrating for a customer than feeling like they’re talking to a brick wall. Having a system for customer complaints and feedback isn’t a bad idea, but being inflexible is. Remember that you’re talking to a person. The more closely you listen, the better you’ll be able to address their concerns. Rob Pace, CEO of feedback software company HundredX, says, “The ultimate goal is for the customer to feel they are heard.”
the front end will impress customers and cut down on those after-purchase calls. To quote Jeff Bezos, “The best customer service is if the customer doesn’t need to call you.” Focus on customer service every step of the way rather than only using it as damage control, and you’ll start getting those five-star reviews. FORGETTING YOUR MANNERS This might sound basic, but you’d be shocked by how often politeness gets overlooked. The most important phrases a customer service rep can learn are “thank you” and “I’m sorry.” Practicing good manners goes a long way in building trust and ensuring customers feel cared for. REPETITION, REPETITION, REPETITION If you have a customer on the phone, you should never make them tell you the same thing twice. Information should be recorded and easy to hand off in the event of an escalation. You can bet that the third time you ask for a customer’s email, they’ll respond with a mountain of irritation.
ONLY BEING REACTIVE
Customer service doesn’t just happen on the back end. Working to create a great experience on
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