Don't Crash the Party - Tuesday, May 17, 2011

I was volunteering at a community art show recently, passing out programs to a crowd who had come to experience the free kids’ art activities, stroll artist booths along the street and enjoy some culinary treats from neighborhood restaurants. Its an annual event sponsored by a non-profit organization, and well-attended each year. I noticed a woman with a clipboard standing nearby. At first I thought she might be taking a count of how many people were coming to the show, but then I noticed her approaching folks and went to investigate. Turns out she wasn’t a volunteer for the show at all, and her clipboard held a petition she wanted people to sign. She was there to take advantage of the large crowd of potential signers and had posted signs about her issue.

This reminded me of all the times I’ve been in a store parking lot and had someone approach me selling candy, raffle tickets, and other solicitations. Its not enough that I’m bombarded with requests for my time, money and attention on the television, on the internet, at my front door, on the phone, and in my mailbox. I’ve been approached while unloading groceries in my driveway and while digging weeds in my garden. Worthy causes await me at traffic stops. 866 callers wake me up at 8:00 a.m. Sometimes the best place to be is driving my car with the CD player on. I do my part to make the world a better place, but frankly, I’m tired of being treated like a commodity on a daily basis.

The only time I DON’T mind being treated as a potential asset is when the Girl Scouts set up a table at my grocery store. I can’t resist their earnest little faces or those Do Si Dos. I’d actually call selling Girl Scout cookies a community SERVICE.

The Clipboard Lady didn’t like my suggestion that people weren’t coming to the show for her political cause. As worthwhile as her cause is to her, its still her personal agenda and she decided to bring it--uninvited--to a social event. She told me she had the right to do that on public property. But I sure wish she would have set up shop on the sidewalk outside the county courthouse, instead of “crashing the party” at a Sunday afternoon social event.

Keep in mind that those you want to interest in your sales approach, whether its a product or an idea, are more likely to respond if you choose the right place and time. Know your audience, and don’t make a bad impression by infringing on their space.

--Deb Davidson
Associate, E. Sue Huff & Associates

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Bon Voyage on Allure of the Seas - Monday, May 9, 2011

I just got back from a one week cruise on Royal Caribbean’s Allure of the Seas. The Allure has many things to boast about, not the least of which is their approach to customer service. They have managed to create a top notch product and bring it to life with the people they employ.

What I really want to tell you about is how gracious, friendly and hospitable the entire staff of over 2000 people on Allure of the Seas is. I can’t say I’m a veteran cruiser (this was only my fifth cruise) but I am a very discerning consumer. The food is great, the entertainment spectacular, the attention to detail flawless. Yep, that’s what I’d heard about them. But as a “people person” I value harmony and camaraderie more than anything, and I found it in abundance onboard the Allure.

The staff and management want you to know that THEY know you are on vacation. They take it very seriously that you have chosen their ship. They thank you, talk to you nicely, smile at you, tell you to have a wonderful day, ask how your evening was. They are relaxed and unhurried, pleasant and efficient. I can’t remember the last time I encountered such gracious hospitality in the vacation industry.

I think all that positive energy was contagious. There were so many happy people on this ship (over 6000 passengers) that perfect strangers smiled at each other in the hallways, joked in the elevators, shared shopping tips, complimented beautiful outfits. We were fortunate to meet people from all over the world. Six thousand strangers shared a very large ship for seven days and somehow we felt we were living in a happy little global village.

Maybe I’m going “overboard” with all this praise, but there’s a lesson here. You can have the most wonderful product in the world but its the “extra special something” that brings customer loyalty. This can only be delivered by the people who represent you. At E. Sue Huff & Associates we value those things ourselves. When we see a great example of it, we want to share it with you. Bon voyage on your next customer service trip!

--Deb Davidson
Associate, E. Sue Huff & Associates

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