Working Backward from "Yes"

This quote from the world of customer service works well in the universe of networking as well. Starting from a positive position is best.

"Work backward from 'yes'" comes from Chuck Greenberg, who, along with Nolan Ryan and a group of investors own the Texas Rangers Baseball Club. Recently, in a talk with customer service people, Chuck (he is not Mr. Greenberg to anybody, really), he brought up this phrase.

It really is the core of customer service. and networking. When you start from a footing of positiveness, you gain the ears and eyes of your audience. They listen, engage and even make decisions.

Conversely, if you start with "no", your conversation becomes a monologue really fast. People shut down and aren't hearing anything after you utter that work.

Wouldn't you rather engage people and have a dialog? Start with yes.

Relentless

Four Pillars of Customer Service--from a Baseball Team

The differentiator for so many businesses these days isn't your product, it is the service presenting and supporting it. We see it time and again in many industries from automobiles to restaurants to consumer products.

But it really works in baseball.

The Texas Rangers use a simple four-point formula for their entire staff on a daily basis:

1. Welcome guests ("Welcome to the Ballpark.")
2. Address their needs and wants ("How can I help you?")
3. Thank them for coming ("Thank you for coming today.")
4. Invite them back ("Please come again.")

Simple. Direct. Effective. Attendance is up, the brand is consistent and guests are happy. And the team is winning.

Consider these simple steps in your own everyday life.

Relentless