Like it or not, competitions and new comers are "eating" into your market share everyday, and every minute. To stay ahead of the competition it is no longer the product that matters, it's the "SERVICE" that makes a difference and will continue to bring you repeat business if you are offering what your competitors don't.  Great organisations create an environment in which their best performers can do what they best excel at—over and over again.

These are people who are tuned in to their customers and who are themselves emotionally engaged employees.

Great organisations don’t treat employees and customers as though they were mini-computers whose every action can be calculated in advance. They have turned from the “hard” view of human nature to the “soft” side, the part guided by emotions. Engaging both employees and customers is the approach that can steer organisations—through their managers and leaders—to great extraordinary customer culture.

As a start, you begin to embrace how the power and principles of S.M.I.L.E. and use the 5 Power Coaching Tips to effectively create the competitive business edge for your organisation, leaders and yourself.

Everyone wants success. Some people spend their every waking moment pursuing it, to the detriment of all else.

For others, attaining success seems impossible. They conclude that it is destined for a select few. The rest of us are to remain “content with such things as we have”. Having it all is not “in our stars”.
When you begin to do and give more than expected, you will create a legion of loyal and appreciative customers, by going the extra mile – serving it forward. Success is about attitude. Attitudes can have the power to either build a great team or destroy it. Encourage everyone to be positive and optimistic with a ‘Can Do’ attitude!

If you want your business to be successful, you must resolve to deliver the best possible service to your customers. You must do everything you can to please them, protect them, enrich them, and serve them. If you consistently do this, you will not fail. Your customers will perceive you as a caring leader, and they will reward you for that. Your sales and profits will grow. Your Reputation will breed success!

Truly customer-focused businesses deliver outstanding service from the inside out. The key is to get your employees coming up with their own ideas for delighting customers, and then letting positive feedback from happy customers motivate your workers to continue implementing more of their own innovative service strategies.

Positive memories and memorable experience have a way of staying with someone long after the event has ended. People do not remember days, they remember moments in their lives. Learn to Make A Difference (M.A.D.) in other people’s life in all you do – a simple word of thanks, a heartfelt compliment, gratitude, a smile or showing kindness to others. Remember, it cost you nothing but it means EVERYTHING in Service and Customer Loyalty!

Power Coaching Tip # 2
People cherish such moments. Make it your goal to create those memorable moments. Let appreciation fill your day. What experience can you create today that will be memorable for your customers?

Successful companies always strive to exceed the employees’ expectations for if they don’t, how can they expect their employees to exceed the expectations of their customers? Creating an environment where both customers and employees want to pledge their loyalty is a function of good planning as much as good intention.

When employees are involved and enjoy what they do, they will work and perform in a delightful and passionate manner, translating into excellent customer service and experiences for many to appreciate. Remember, people tend to support that which they help to CREATE...so get your people involved!

Power Coaching Tip # 3
Are values like respect for others, care, trust, gratitude, service part of your organization? What else can you do today to get your people involved and how else can you exceed employees’ expectations?

Always listen and look for opportunities and ways to help your customers. As best possible, strive to assist with their requests and think of ways on how to fulfill them. Customers will appreciate your efforts and repay your efforts and willingness to help. Many times organizations create policies without considering the unintended consequences. The policies may make sense from a practical, business point of view, but what impact do they have on customer relationships? Empowering your associates to make reasonable decisions about policies makes sense for everyone—your customers, associates and the organization as a whole.

Take risk, be bold and creative at opportunities for you will always miss 100% of the shots you don’t take!

Power Coaching Tip # 4
Embrace the Can Do attitude and mindset. Be alert always and ask ‘how can I help you today’. Be the one to say, ‘I am here to serve’ with your customers instead of ‘it is not my job and responsibility’. How can you identify those opportunities?

Appreciate to motivate your customer service team as much as possible. Remember, many times they are facing very challenging customer service situations everyday. Keep them motivated by sharing your appreciation in a timely, sincere, fair, and encouraging way. By consistently showing appreciation, you will motivate your customer service team to excel when it is most difficult for them to do so.

Get everyone involved in the culture of exceptional service, for everyone can make a difference, regardless of who you are in a team. Remember individuals or players win games, great teams win CHAMPIONSHIPS!

Power Coaching Tip # 5
Lifelong customers are created when they experience pleasant surprises. Every small contribution from your team can make a big impact, collectively as one team. What contributions can you make as a team to create a difference today? What else can you do to encourage your team?

The above are the 5 Power Principles of S.M.I.L.E. for you to embrace and kick-start 2009, in creating the extraordinary service advantage for your organisations, leaders and yourself! Be the difference, make the difference and expect an extraordinarily 2009!