Sometimes You Have To Set Aside The Urgent

Sometimes You Have To Set Aside The Urgent

Our everyday business functions have become so complicated and intense, that we sometimes or never take time to focus on the long-term/important matters.

I attended a meeting recently and a colleague of mine made the statement, “Sometimes you have to set aside the urgent for the important.” Immediately, I was stuck on that thought.

Frankly, I got so stuck, I mentally missed most of the meeting. I kept thinking, how can something non-life threatening be so urgent that you would overlook what’s important? I always just assumed one would know what is important — family, doing the right things, sound business principals, etc. What could be so urgent that we would not pay attention to those things?

Possibly one answer might come from a recent experience I had at home. Mrs. Shriber asked me to change the channel on the TV. Pretty simple, right? Well, not so. We have two remotes, one for the TV and one for the cable. I picked up the one for what I thought was the cable (she asked to change the TV but I was smart enough to know you have to change channels on the cable box) but it was the wrong one and now I was staring at a black screen. I quickly grabbed the other one, but because I was now on the wrong channel on the TV, I got nothing.

Of course, you know the drill. I finally got it right and tried to figure out what went awry. It’s simple. I just need to program the devices all to one remote. Have you tried to do this? First, you need the instructions. If you lost those, it’s off to the Internet to try to find those. Then, you need codes and all sorts of other processes to get everything synced up. The end result is, maybe it works and you are out about two hours. This is why I still have two remotes. I am setting aside the important (installing all equipment to work properly) for the urgent (watching the program NOW!)

Our world is full of things to make our lives more interesting and easier. The trouble is we all have one thing in common. There are only 24 hours in a day. That is finite for everyone. All this great technology and its subsequent complications take time. None of us have enough time. Unfortunately, the important stuff takes time too.

I hate to present a problem without a solution, so here is my best shot: Our everyday business functions have become so complicated and intense, that we sometimes or never take time to focus on the long-term/important matters. We must set aside time to focus on more than just the immediately urgent. If we don’t, we will become consumed by the day-to-day and never accomplish those things we all know are important.

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Customer Service: How It’s Done

Customer service should be your number one priority, and it all starts with the greeting.

This is always an important topic to discuss, because I consider excellent customer service one of the most important tools you can have to earn trust, respect and repeat business from the customers that come through your door. Whether that customer is do-it-yourselfer from across town or the professional repair shop across the street, your business depends on a solid relationship.It’s a subject that I am passionate about, and it’s one that many people are losing touch with. Whether you are communicating to someone in person, on the phone or using some type of social media, good customer service and bad can both exist. You can’t afford the latter, so this is the first in a series of topics which can and should be shared from the front of the shop to the back. No matter which role you hold, you represent the shop and yourself. Customer service should be your number one priority.First on the list is the greeting. From the second a customer walks in the door, they need to know you appreciate them coming in and how important they are to your business. First impressions are everything and here’s the correct way to do it each and every time: look them directly in the eye, smile and say hello!Of course, you can say “Good morning” or “Welcome to Joe’s Autocare,” but it should be a formal greeting and the most important thing is that you have smiled, looked them in the eye and recognized that they have walked through the door.You should always retain a formal greeting until you are on a first-name basis with a customer. Only once you have established that level of relationship is it OK to use the less formal greeting of “Hi,” followed by the person’s name.This greeting does more than just indicate respect and appreciation for someone walking through the door. Most likely there are customers both new and old who are in earshot of your conversation. For newer customers, this continues to build rapport and reinforce their positive view of your shop; they see that you demonstrate respect and treat everyone in the same manner. For repeat customers, even ones that have been coming for years, the greeting is important because the way you treat them is the reason they continue to come.And when a long-time customer comes in and you greet them with “Hi [First Name],” this indicates your appreciation for them and that you’re glad to see them as a person, more than just a customer. New customers that witness this will see that your repeat customers are comfortable enough to be on a first-name basis, another indication of the trust they have in you.

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