Author Archive

You get what you pay for

December 21, 2009

Recently, I went car shopping. For anyone, that can be a tough process. But I did my homework and came up with a number in mind for a car to get me from point “A” to point “B,” and there was little (I thought) that could persuade me to crack that price ceiling.

Why did I need fancy headlights or electric seats or any of that stuff? I only cared about two things: Cruise Control and ABS. Anything else was just fluff and I didn’t need it.

After shopping around a bit I FINALLY found the car I wanted. The only problem was that it was going to be $50.00 more than I wanted to spend. After looking over the car I noticed that I had a lot of additional options that I hadn’t initially considered. All of them gave value to the car (a Pontiac G6) and I didn’t want to let any of them go. In the end, I decided that quality and value were more important than a rock bottom price.  I ended up spending almost $100.00 more per month on the car than I had originally planned, but walked away feeling that I had gotten a great overall deal. The truth of the matter is I just felt like it was all really worth it The price was fair and having all these bells and whistles, not to mention great coverage on my car if something goes wrong, gave me peace of mind. Sure I paid a little more, but it’s worth it.

It’s a lengthy analogy, but it’s one our customers often learn after doing business with us.

You’ll never hear anyone say, “Reliable Delivery is the cheapest delivery service in Detroit”. Our sales teams aren’t trained to ask, “How low can I make this price go to get your business?” We believe that what we offer has value. We also believe in giving our customers the best and that includes options that cater to each of our client’s wants and needs. From state of the art technology, to driver training, to our employee’s education while with us, we know it all holds value. And if there’s one thing I know with buying this car it’s that you get what you pay for.

One example: A hospital in Ohio recently switched over to our Ohio delivery company over one of our competitors. What really sold them on the switch was our online order entry. They thought it was amazing that they never had to pick up a phone. They could just log on, put in their orders, pull up order history, even do all their internal accounting with us all at the touch of a button. They loved it and instantly knew our service held its value well.

How do you offer value to your customers? Leave a comment below, email us at blogeditor@reliabledelivery.com or connect with us on Twitter at twitter.com/reliabledeliver.

Linking Motivation to Performance

December 8, 2009

“If he [the manager] has confidence in his ability to develop and stimulate them [employees] to high levels of performance, he will expect much of them and will treat them with the confidence that his expectations will be met.  But if he has doubts about his ability to stimulate them, he will expect less of them and will treat them with less confidence.” – J. Sterling Livingston, “Pygmalion in Management (1969)”

Leaders inspire; they motivate, it’s what they do.  It’s why they’re, well, leaders. But what if a leader is inspiring his team to create mediocrity? It happens. And more often than not, because the leader himself is holding on to lowered expectations.

In the book “Motivating Employees”, written by Anne Bruce and James S. Pepitone, they discuss motivating employees.  A major theme in the book is how expectations influence behavior.  You as a leader will get better performance from people, if you expect it from them. 

The phenomenon has a name: The Pygmalion Effect.  The basic idea is that the greater the expectation placed upon people, the better they perform.  You can significantly influence the feelings, attitudes and behaviors of those around you if you communicate your expectations, explicitly and implicitly.

That can be easier said than done. Below are tips on how to boost your expectations, and your team’s performance:

  1. Walk the talk.  Be the role model for what you expect in others.
  2. Convey enthusiasm in what you do.
  3. Remind others that problems can be overcome.
  4. Recognize attempts to improve effectiveness and productivity—even when they don’t necessarily work.
  5. Recognize people who overcome obstacles to achieve results.
  6. Keep an open mind and focus on the positive side of new ideas.
  7. Encourage people to talk with you about their feelings.
  8. Meet with people—individually or in groups—when morale is low.  Express optimism and faith in the team.  Expect the best from people.  Expect that they will excel.
  9. Make work fun.
  10. See the humor in your own mistakes.  Laugh more.
  11. Focus on small, but significant wins, not just the big deals.
  12. Celebrate, a lot.

Have you been successful in your motivational efforts?  Reliable Delivery is always learning and implementing new ways of motivating employees.  Please leave a comment below, email us at blogeditor@reliabledelivery.com or connect with us on Twitter at twitter.com/reliabledeliver to share your thoughts or ideas.

Raving Fans

October 15, 2009

Cupcakes

Studies show that gaining new clients costs five to seven times more than retaining your current clients.

At Reliable Delivery, we have a foolproof plan for retaining our loyal clients: Desserts! Just kidding. Well, … kind of. I’ll explain.

We understand the secret to keeping our current clients happy is in appreciating and building relationships. We developed a new area of our Michigan delivery company named Customer Care that has as its primary focus to proactively build and maintain relationships with our customers.

It’s not high-tech or rocket science. But it does mean showing up at our customers door consistently to hear how we’re doing, and figure out ways to make that customer’s experience better.

Our team visits about 25 customers per week, delivering cupcakes or cookies each time, and simply letting them know we appreciate their business. This gives us an opportunity to meet our clients face-to-face and discuss their account. If they are unhappy, they welcome the opportunity to voice their concerns. More often than not, the customer is happy with our visit and more than happy with our customer service. Not only will they continue their loyalty with Reliable, but they will likely recommend us to others.

We first put this plan to test with a customer who had been unpleasant with us in the past. But after receiving regular visits from our Customer Care team, he became shockingly pleasant! Another customer shared how awesome she felt knowing her company was important enough for us to stop by to visit them. We have a follow up regimen that keeps us in communication with our customers, and the feedback has been overwhelmingly positive.

Our Customer Care team has learned a few sweets can go a long way. After all, who doesn’t love a good cupcake now and then?

Have an experience with our Customer Care team or a comment about a customer service experience?  We’d love to hear it, please leave a comment below, email us at blogeditor@reliabledelivery.com, or connect with us on Twitter at twitter.com/reliabledeliver.