Monthly Archives: July 2014

Seeking Smiles

smile BlueResearching statistics for a new presentation, I came across the following statistics: Typically a woman smiles 62 times per day, a man averages 8 times per day and children smile/laugh anywhere from 300 – 500 times daily. 

Naturally life becomes more serious as we grow up.  We have bills, we have responsibilities, we have worries, we have dependents, we have spouses, we have jobs…this doesn’t mean we should have less fun.

Those who find themselves successful in life aren’t always the individuals netting the highest incomes, but rather those who find joy in the little things, seek a career that envelops their interests, and make it a personal goal to find happiness.

Smiling releases endorphins.  It builds trust with those whom we interact.   It’s contagious. 

I challenge you to Smile.  Find a reason.  Or for no reason.  Beat the statistics.  One way or another, you’ll reap the benefits!

 

Dianne DuDD-Queen-of-Loyalty-2011rkin is president and founder of Loyalty Factor, a specialized consulting and training company that enhances employee, customer and brand loyalty for some of the nation’s most prominent corporations and many smaller businesses. Durkin has over 25 years experience in finance, direct sales, international marketing and training and development.

 

Dianne’s proven expertise lies in helping companies quickly get to the core issues and outlining their impact on the organization’s profits, productivity and people. She authored “The Loyalty Factor: Building Employee, Customer and Brand Loyalty,” and the newly released “The Power of Magnetic Leadership: It’s Time to Get R.E.A.L.

 

A Lesson on Engagement

The recent debacle at Market Basket supermarkets inspired by the infighting of shareholders and the firing of a beloved CEO has given leaders a lesson in customer and brand loyalty.

Being a loyal Market Basket customer myself, I am inspired by the display of loyalty shown by employees and customers, who are now boycotting the store in an effort to bring back their beloved CEO. He seemingly cared for his employees and customers by sharing his financial successes and taking interest in them personally.

Full-time employees of former CEO Arthur T. Demoulas met him personally as he made an effort to know the people working for him. They enjoyed paying no premiums for their excellent health coverage, all employees working more than 1000 hours per year and over the age of 21 received 15% profit sharing, bonuses paid out in 2013 totaled 75 million to a mere 25,000 employees, and customers were offered an additional 4% off their purchases for all of 2014.

In turn, employees of Market Basket, (who are not backed by a union) have taken it upon themselves to fight for the reinstatement of their beloved leader. They fear the new management has goals that are not at all aligned with those of their former leader and they are willing to sacrifice their jobs and livelihood for their cause.

Additionally, customers have now joined in the fight and have begun boycotting the lowest priced supermarket chain in the Northeast. I too have joined in this fight. Their business is down 89% in just one week.

Market Basket has always been the place I shop. The prices are low, the efficiency beats any other supermarket,(they don’t rely on self-checkout lanes to move people out), and the employees are always kind and helpful. I miss all of it! But I won’t go back until the employees are happy and there seems to be only one option for current management – bring their leader back!

The inspiration we get from Market Basket can be transferred to any business. Employees appreciate a leader they can trust and a leader who shares the business success with all. Customers appreciate a leader who cares for their employees. Customers know when an employee is happy and engaged, and it will bring them back again and again! Leaders who inspire can move mountains.

The ending is still unknown for Market Basket, the employees, and the customers. One thing is certain – employees of Market Basket have won by showing that good will prevails in business and is a powerful loyalty building tool. They have taught us all a lesson about fighting for what they believe in despite the risk. My heart is hopeful that they will succeed in bringing back their leader.

Arthur T. Demoulas, if 25,000 employees and countless customers are behind you, you did one heck of a job building loyalty!

Information Exchange: Career Lessons

Donna Rosato recently wrote an article for Time.com, Career Lessons from LeBron James and Carmelo Anthony. Highlighting what factors played a part in the decisions of these two successful players?
Rosato points out that if salary were the only factor, the decision would have been made days or weeks ago. For Anthony, the Knicks were offering the highest salary, but the Bulls have the best shot at the Championship. And, Anthony’s wife is a budding actress who might be most successful if living in LA. In the end it looks like salary might be the biggest pull, but Anthony certainly considered all factors before arriving at his decision.
What are these players considering?
1. Should you always take the highest salary?
2. What opportunities does the new job offer? New skills, job growth, or accomplishments to add to your resume?
3. Should you consider the cost of living? A higher cost of living will ultimately impact your bottom-line and will eat up the extra pay.
4. Do taxes matter? Yes, they certainly do! Consider property, income, and sales taxes. Choosing a tax friendly location can increase your take home income!
5. Is job security more important than a bigger paycheck? Sometimes it is better to have a job that will last for many years, and/or provide you with something stable versus a new job where you will have to prove your value.
Cleveland!Raising a family is his hometown was high on his priority list!
In the end, weighing all factors and considering where your values lie will help you make a decision that is best for you and your family!
Dianne Durkin offers career coaching. To schedule your personal coaching session, contact Loyalty Factor at 603.334.3401.

Touch Points

This morning on NPR they were talking about car recalls and the impact recalls have on corporate success.  Despite having more than 2.5 million recalled vehicles and only 200,000 repairs thus far, GM has not seen a decline in their stock value.  Really quite remarkable considering there have been 13 deaths associated with this particular recall.

Why aren’t these recalls impacting the bottom-line for car dealerships?  First, corporate pays for the repairs on the vehicles.  Second, each time a customer comes back to the dealership for a recall repair, the service department has another touch point – another chance to make a positive impact with the customer. 

Service departments can dazzle the customer with their kindness, honesty, efficiency, customer-centric response.  It is these experiences that will bring the same customer back for oil changes, inspections, minor repairs and HOPEFULLY, the big jobs!

Bad news in business (like that of a recall) can easily be turned into something positive.  Keep the focus on the customer and your customer loyalty might actually increase.

DD-Queen-of-Loyalty-2011

Dianne Durkin is president and founder of Loyalty Factor, a specialized consulting and training company that enhances employee, customer and brand loyalty for some of the nation’s most prominent corporations and many smaller businesses. Durkin has over 25 years experience in finance, direct sales, international marketing and training and development.

Dianne’s proven expertise lies in helping companies quickly get to the core issues and outlining their impact on the organization’s profits, productivity and people. She authored “The Loyalty Factor: Building Employee, Customer and Brand Loyalty,” and the newly released “The Power of Magnetic Leadership: It’s Time to Get R.E.A.L.