My Interview with Hal Elrod – Author of The Miracle Morning

Hal’s newest book, “The Miracle Morning: The Not-So-Obvious Secret Guaranteed To Transform Your Life… (Before 8AM)” is a #1 Bestseller, and his first book, “Taking Life Head On! How To Love the Life You Have While You Create the Life of Your Dreams” is also a best-seller, both with a combined 100+ Five-Star Reviews.

Join me for this 40 minute program where we talk to Hal about how anyone has the ability to make drastic, colossal, and over the top changes in their life with his simple Miracle Morning system.

During this program we will learn:

- How to create your best life - with levels of success, happiness, and freedom greater than you've ever experienced!

- How to have focused, productive, and successful mornings.

- How to overcome mediocrity and live to your full potential.

- How to spot when we have Rearview Mirror Syndrome so we can eliminate it from our lives.

- The 5 Step Snooze Proof Wake Up Strategy.

- 6 Practices that save you from a life of unfulfilled potential.

Hal Elrod is a #1 bestselling author, international Keynote Speaker, hall of fame business achiever, one of America’s top Success Coaches, national champion Sales Manager, record-breaking Sales Rep, ultra-marathon runner, grateful husband & proud father.

Known as “Yo Pal Hal” since hosting his first radio show at age 15, his greatest triumph came at age 20 after he was hit head on by a drunk driver and found dead at the scene…

Despite being clinically dead for six minutes, in a coma for six days, breaking 11 bones and being told he may never walk again, Hal defied the logic of doctors and the temptations to be a victim, and he bounced back to prove that ALL of us are capable of overcoming extraordinary adversity to create extraordinary results in our personal and professional lives.

Stacey Alcorn is the author of REACH! and Tuned In. She is a business strategy and sales consultant for large corporations and Global Fortune 100 Firms. She is also a keynote speaker, blogger, trainer, and start-up consultant. Her sales training products have been licensed by hundreds of organizations around the world who use her one-of-a kind sales training materials as the genesis for their own brand growth. Make sure to sign up here for my REACH! Weekly News for awesome interviews with Leaders & Visionaries that I only share with my VIP members.

Customer Disservice the Verizon Way (How Not to Treat Your Clients)

 

I dedicate this week, the first week of April 2014, to the millions of companies in the world that still care about their customers.  This week, I lost hundreds of man hours, thousands of dollars, and four nights of sleep (and counting) because of one company that prides itself on disservice, Verizon Business.  Never have I had a company bring me to tears of frustration and anger, but this one did!   I firmly believe that life is a series of lessons on how to be a better human, how to live a better life, how to accomplish your dreams and to create a legacy.  Since I absolutely cannot get my phone situation resolved, even after several months of trying, I find the only way to turn this into something positive is by finding the lessons.  Thank you Verizon Business.  Thank you for teaching me how to run a better business.  As much as you tried to take me down and ruin my business, I have found a way to win.  I win by learning from your mistakes.

Here are 6 ways NOT to treat your clients, because unlike Verizon, you probably are not a monopoly.

1. Blow Them Off – As my story goes, I’ve been having problems with my Verizon business phone lines for more than five months.  Starting in November 2013, the phone lines in my real estate office started going out.  Calls were being dropped.  The phones would go down for hours at a time.  We’d call Verizon Business, they would send out technicians.  They would tell us that there is nothing wrong with the lines.  Then, all of a sudden, out of the blue, within an hour the lines would be up again.  This happened countless times.  We even hired three different phone technicians to come out to check our phone system, and all three told us, it’s not a phone system problem, it’s a phone line problem.  A week would go by, the phone would be fine, and then all of a sudden they would go down again.  Finally, in March, after having filed more than 20 tickets with Verizon over the past several months, we decided to switch our services to Comcast.  Verizon made it evident that they didn’t care about and wouldn’t fix our problem.  Assuming you are not a monopoly (or as close as a business can get to being one) you should not constantly blow your customers off.  If your customer has filed more than ten trouble tickets in a short period, send your entire technical team out to the customer and tell that team that they should not come back until the problem is fixed.

2. Record The Client Call for No Reason – Did you know that Verizon Business records all of your calls, BUT you may not record the call.  Interesting.  Why are they recording the call?  It’s certainly not so they can improve the customer experience.  Maybe their executive team plays those recorded calls during team meetings so that they can get a good laugh at how upset the customer is.  “Dave – next time she calls, tell her that the system shows that she has no open trouble tickets… hahahahahaha.”  Why else would they want to record these calls, really?  They must just use these calls to get a laugh out of how much they angered the customers.  “Oh Boy…that customer was a 10 – she was ANGRY.”  So, assuming that you are not Verizon, and that you love your customers, don’t record the customer service calls because it ticks the customer off even more.  If you must record the calls, do so only if you are going to do something productive, like improve your business!

3. Never, Never, Never Allow Your Customer to Talk to the Same Person Twice: When a customer is made a promise and that promise is not kept, awful businesses never let that customer talk to the person who made the promise.  This makes perfect sense if you have very low customer service standards.  When the client can talk to the same customer representative over and over, that makes your employees accountable for what they say.  When the representative knows that there is no accountability, they can and will say anything to get the customer off the phone.  So, assuming you do care about your customers, then customers need one point of contact so that the one point of contact is accountable for their words and actions.

4. Close or Go Half Staff on Weekends – If you are in a business where the client absolutely depends on your services 24 hours a day, 7 days a week, then just close or at a minimum go half staff when the customers need you most.  If you want to show absolute disservice to your clients, do NOT offer an emergency number for people that really need you.  By this point, I’m assuming that your business is not a monopoly and that you actually do care about your business.  Here’s a word to the wise – be available when your customers desperately need you.  By not being available, you are telling your customers and the world that you don’t care.  At a minimum, give your customers an emergency number so that they know you are always a phone call away.

5. Have Fake Companies – I don’t know how exactly to describe this because it wouldn’t even occur to most companies to do this, but when your entire company is built on a premise of disservice, it probably makes total sense.  I’ll do my best to explain.  For the past four days and counting, when you call my real estate office, the lines are out of service.  Did I mention that this is spring market and we spend thousands of dollars advertising that phone number to our potential clients?  Anyway, this all happened because I transferred our lines to Comcast.  It didn’t have to happen like this. Verizon has the ability to remote call forward your phone lines to a working number until the transfer is complete.  However, Verizon doesn’t like it when customers leave, so they prefer not to call forward.  “If you are going to leave us, we are going to make you pay big time.”  Most of us don’t run businesses where we punish customers for leaving.  In fact, many of us try to keep the door open so that the customer has the choice to come back.  Not Verizon Business.  They don’t want you back.  They want to treat you with absolute disservice until the last possible moment.  Anyway after several days of constant run around with Verizon, I was then told that Verizon doesn’t have my lines and I’ve been talking to the wrong people all week. Really?  My bill has always been paid to Verizon?  “Your lines are MCI/Verizon Business – it’s a different phone number,” I was told.  So, I called MCI/Verizon Business.  They answer their lines as Verizon, but they aren’t connected to the other Verizon…it’s like there are little cells of Verizon’s around and they are not connected.  So, if you are a customer that loves your clients don’t do this.  In fact, I can’t think of any reason that an business would.  For most businesses it would never occur to you to set up little cells of businesses that don’t communicate – but just in case this idea does cross your mind, it’s a bad idea if you want to keep customers.

6. Make a Fake Mission Statement: Just for a laugh, I decided to check out the Verizon Mission Statement.  I will say, it’s the first time in four days that I’ve had a laugh.  If you are in the business of customer disservice, put a mission statement out on your website because it’s the thing to do, but then distribute an internal memo letting your people know that this is fake.  Only great companies live by their mission.

I am just old enough to remember when AT&T was broken into several businesses known as the Baby Bells.  Just because monopolies don’t exist in the United States doesn’t mean they don’t exist.  In fact they do.  You will know when you are dealing with one when you are the customer of a massive company that has a blatant disregard for the customer.  The silver lining here is that there are lessons to be learned from bad companies and hopefully you’ll walk away today with six lessons to building an awesome business by building a business that is nothing like Verizon Business.

So, for all the people in the world who have been mistreated as a customer, there’s peace in knowing that there is a lesson to be learned from those businesses.  I’d be happy to lend you my ear if you are having similar issues.  Call me at 978-689-2880.  Ooopps…I forgot, my line is probably still down.  You can email me or respond to the post below and I’m happy to listen.

 

Stacey Alcorn is the author of REACH! and Tuned In. She is a business strategy and sales consultant for large corporations and Global Fortune 100 Firms. She is also a keynote speaker, blogger, trainer, and start-up consultant. Her sales training products have been licensed by hundreds of organizations around the world who use her one-of-a kind sales training materials as the genesis for their own brand growth. Make sure to sign up here for my REACH! Weekly News for awesome interviews with Leaders & Visionaries that I only share with my VIP members.