McCormick Electrical in North Liberty, IN has tons of referrals and repeat business. They are known for their tremendous customer service and positive attitudes. A few months ago I went out, studied them, and produced a 6 minute video of them in action. I often use the video as part of the “Spirit of Customer Service” seminars.
Every Monday morning they train on Attitude and Customer Service for about 15 to 30 minutes. They play a brief positive attitude video clip, discuss it, and then practice and refine Customer Service skills in their main office. Then, it’s off to their busy work day.
They have “Darts of Dollars” – a $50 bill for employees to throw at if they had reach a certain goal for the day or week. Their workers wear dry cleaned clothes. Customers feel more comfortable with their professional appearance than some guy showing up in dirty jeans and a flannel shirt.
Workers are given Positive Attitude CD’s to play in the truck. They use the Fish principles from the Pike’s Place Fish Market in Seattle. The owner, Tom McCormick, has tons of Attitude and Customer Service books in his office. When he goes to conventions, he jots down what the speakers say and then shares the points at the Monday Morning Attitude meetings. I was extremely impressed with the Spirit of Customer Service and their ability to maintain positive attitudes.
Editor’s Note: Charlie Adams and the people at McCormick’s are so right. It’s not a cliche. Having a positive mental attitude and applying it on a daily basis, can really improve your business. In this a supposedly “down market”, we are getting emails and calls everyday from real estate agents who are starting to implement some of the changes in their business that we have been calling on for months.
They are seeing that with commitment to a behaviorally modified outlook on their sales endeavors that there is indeed substantial opportunity in today’s real estate market. It’s all about changing one’s outlook and defying conventional wisdom.
