What is Success Philosophy going to do for me? That is a fair question, and one that I often get. It is going to turn you from ordinary to extraordinary. And if you are successful now, you will be even more successful in your life in the future, because Success Philosophy will give you concrete ways to improve your mental capacity to make larger gains in most every way.

What does that mean? It means you can have more in your life. You can overcome failure, and increase your success. You can make choices that you determine that are good for you, instead of what someone else has determined might be good for you. You can change your attitude and how you feel about yourself, and make a big difference in how you live and view the world.

You can transform yourself quickly and get a little stronger and better every day.

There are a few secrets, such as the secret that no matter how much you want to change, besides making a choice to do it, you must also reprogram your hardwiring. This takes attitude and risk and can lead to some failure, and how you deal with that failure will determine your self-talk and your model of the world.

As we take control of how these areas of our lives interact, we gain more control of our choices, which in turn allows us to have more power over the changes we are faced with daily.

You can get a tremendous amount of change and new choices in your life by using Success Philosophy. That is what Success Philosophy will do for you, anything that you want.

Do you have the right tools to make sure that the customer is satisfied? If you don’t, we know that the customer is “put off.”

By tools, we mean things like, can you handle a customer inquiry quickly? Can you go to a computer and bring up the customer’s information and what they purchased so that you know what the customer is talking about?

It has been my experience that sometimes what the customer thinks they bought and what they actually bought are two different things, and if you know the real story you can solve problems more readily.

Do you have return policies in place so that you can make a quick decision? This is important, since nothing is worse than someone who cannot answer the question.

Which begs the question, is your training adequate so that the people know how to take care of the customer? Do you have policies and procedures in place that make it easy for the customer to do business with you?

Have you called and played the part of a customer to see how your customers are treated? This will tell you the level of training and what you need to do next.

If you have clear policies and procedures, what are the limits outside of that so that people can make decisions to satisfy the customer.

I don’t know all of the tools necessary in your business, but you do. Even if you don’t, ask the rank and file, they will tell you.

The most important thing you can do is sit down with all of the stakeholders and ask them what is needed to handle the customer in the best way possible.

Talk to your people: They will know the kind of complaints they receive and the actions most people will be satisfied with. Then give them the power to make customer satisfaction happen, since there is nothing worse than getting bounced around, never getting an answer, and having to call back and find out what is going on. Plus, expenses in man-hours that are being used. Think about this: It is cheaper to supply the customer with something that isn’t included, than all of the man-hours it might take if they get bounced around.

Plus, we must ask how much a customer is worth, and what is the amount of money you will earn from solving the customer’s situation right away. I will share with you that the answer is “a lot”.

And it doesn’t always, or even very often, cost money. It’s just a matter of someone taking down something as small as a change of address or some other request and following up with someone else in the organization to make it happen.

Once someone gets the “monkey on their back,” help them take care of whatever needs to be done without going through a lot of extra steps.

Plan a “monkey on the back” round table with your people and see how creative they can be at solving customers’ situations, and move the needle up in satisfaction. Get the right tools and the people who are working with the customer will know. Remember that the tools need change, so ask people often how their tools are working and what is needed to keep the tools sharp.

See Previous Customer Satisfaction Articles:

1. The customer is Not always right
2. You have to have happy employees

To those of you who forwarded our newsletter and signed up for the free CD, thank you. Your CD is on the way. To everyone else, there are now just one final week left to get your free CD.

We’re very proud of the growth we’ve seen recently in our newsletter, and because we would like to share it with even more people, we would like to ask you to do a favor both for us and for anyone you know who would like to have more success in his or her life. We’ll even send you a free gift to say thank you.

Just pick 10 friends in your address book and forward this newsletter to them, then click here to fill out an address form and we’ll mail you a free copy of Step’s audio CD You are a Winner!

This CD normally sells for $59.95 and we’re even paying the shipping and handling. It’s just our way of saying thank you for your continued support.

We’re doing this on the honor system, so please do forward before entering your name and address. Your friends are welcome to take advantage of this offer as well. They must subscribe before our system will accept the free offer form. Limit one free CD per household. Offer expires March 31, 2005.

Last week we began the process of changing your hardwiring. How did you do?

Habits that we have, whether good or bad, are part of our hardwiring. If we had to relearn everything that we do every day we would be a wreck, but habits that we want to break or make now become very difficult due to this hardwiring.

People need help to fix some of these hardwiring problems, and I don’t disagree - if you need help, get it.

But if the habit is something that you want to break, you can, if you understand that after you do something for 21 days or so, then the new habit begins to form over the old habit.

Think about getting dressed in the morning. Do you do it the same everyday? That is your hardwiring in action.

What small habit do you have that you would like to change or increase? Start small to begin with and work up.

If you decide you want to read more, try at a specific time reading for just 10 minutes before you go bed, or in the morning after waking up, and do this faithfully for 30 days. At the end of the month it will feel strange not to do it, since the new habit has become part of your hardwiring, and replaced another thing you used to do (or not). Try it...it works...

Let me know.

Thanks,

Step

PS: Check out the recent Weekly Challenges as an introduction or to recharge your batteries.

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• Develop and cultivate the values and priorities that will keep you on the right track
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