Calmness of mind is one of the beautiful jewels of wisdom. It is the result of long and patient effort in self-control. Its presence is an indication of ripened experience, and of a more than ordinary knowledge of the laws and operations of thought.
A man becomes calm in the measure that he understands himself as a thought-evolved being, for such knowledge necessitates the understanding of others as the result of thought, and as he develops a right understanding, and sees more and more clearly the internal relations of things by the action of cause and effect, he ceases to fuss and fume and worry and grieve, and remains poised, steadfast, serene.
The calm man, having learned how to govern himself, knows how to adapt himself to others; and they, in turn, reverence his spiritual strength, and feel that they can learn from him and rely upon him. The more tranquil a man becomes, the greater is his success, his influence, his power for good. Even the ordinary trader will find his business prosperity increase as he develops a greater self-control and equanimity, for people will always prefer to deal with a man whose demeanor is equable.
“Being good in Business is the most fascinating kind of art.” –Andy Warhol
We’ve all heard of Direct Marketing, Internet Marketing, Relationship Marketing and Guerrilla Marketing.
Now there’s a new term in use: Generosity Marketing.
While the concept has been around as long as commerce and the Golden Rule, Generosity Marketing as a strategy is beginning to become more widespread as companies see its efficacy. Generosity Marketing takes place when an organization offers something free without strings attached, giving more value than anticipated, links its brand with a worthy cause, or gives consumers and clients a warm and fuzzy feeling by its willingness to help without expected compensation.
This morning I was fortunate enough to attend a talk by Dr. Larry Golson of Envision Eye Care on customer service. His talk centered on how customer service is more like a continuous process of improvement and creating a customer experience, rather than just serving the basic needs of customers.
Anticipation of needs, attending to every detail of the customer experience and building rapport were at the heart of it.
I recently heard that our economy has moved from being product centric (with focus on the product), to service-centric (with focus on a product that’s delivered with excellent customer service), to now being a customer experience economy (with focus on product, service and leaving a lasting impression of the overall experience in the customers mind). Disney World and Southwest Airlines jump to mind as organizations that walk the talk in terms of creating lasting customer experiences and high levels of customer retention. They attend to customers’ basic expectations, and then willingly and regularly go above and beyond to deliver service better than what was expected.
Aspire to your highest level of customer service and then improve that.
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