Monthly Archives: June 2010

Think Like a Black Belt in Business

Think Like a Black Belt book cover We couldn't think of a better way to celebrate our 600th blog post and podcast, then to talk with one of our favorite people. Jim Bouchard has been active in martial arts for 25 years, and has been inducted into the Martial Arts Hall of Fame. He's a speaker, coach and author of two books, including the newly released book, Think Like a Black Belt.

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icon for podpress  Hear Jim Bouchard talk with George & Mary-Lynn on The Bigg Success Show! Cick the player to listen while you read [6:59m]: Play Now | Play in Popup | Download

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Jim Bouchard600 posts & shows, congratulations!

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Mary-Lynn FosterAnother book…congratulations to YOU! We just love this concept of thinking like a Black Belt…and you don't need martial arts experience to get something out of this book, right?

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Jim BouchardNo, not at all. In fact, these are universal concepts. I think one thing that is special about martial artists is that it's an integral part of our practice that we look at these characteristics, but anybody can do that. The message is this, if you don't have these basic characteristics and mind set traits in your life, it's going to be very difficult to employ any kind of system for success.

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George KruegerOne of the things that struck me while reading this book, you say that "Black Belt is a philosophy of action." If I'm a sales person, I can understand how I practice, but how do I practice if I'm the bookkeeper or somebody like that?

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Jim BouchardOh man, you practice if you are the janitor! You know my colorful resume, that's one of the jobs I had, and years later I can look back and see it was a job that taught me so much. Leadership is important at all levels whether a janitor, a bookkeeper, or even a clerk at a burger joint. It's a matter of learning your craft or trade, and learning the traits that make it a special job. All jobs are special because you're involved in the success of the organization; you're involved in the customer experience. When I use the janitorial job as an example, people will tell me "Well no one sees what that person does, nobody recognizes that." Absolutely not! When you walk into that organization's lobby and you see it is spic and span lobby, that's part of their branding. So that janitor has to take a leadership role. He or she does that by doing excellent work, by being proactive, and by mentoring new people. People at any level in their workplace should be employing these ideas…especially if you want to move up.

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Mary-Lynn FosterIn your book, you say courage is one of the key components of leadership, and you cite some research that shows people fear other people more than death!?!

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Jim BouchardYes, we fear looking stupid and speaking in public more than death. It does take courage to share our ideas, and to present them. Courage isn't the absence of fear…that's stupidity, actually! Courage is your ability to face those fears and do what you need to do. That can be a learned trait, but it does take training and practice.

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Mary-Lynn FosterUsing the Black Belt mindset, could you give some suggestions for anyone who is facing a fear right now? It's not easy to get past it, so what are some suggestions you can share based on your experiences?

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Jim BouchardIt's not easy and isn't that the rub? Here's where Black Belt mindset is so important. I'll equate it to my life in the ring…my short, un-illustrious career as a boxer. People ask me all the time, "Did it hurt, were you scared?" and I always say YES! We do so much to avoid pain, but pain is part of it. My message is this…it is tough sometimes, it's not easy, you're gonna take your knocks…but you are not going to have victory unless you get in the ring. You've got to start with a decision. Then we can backtrack and mitigate that fear by accepting smaller challenges, attainable goals, and work from there.

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George KruegerGreat advice Jim, and your book is chock-full of them. Where can people get your book?

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Jim BouchardMy website, Think Like A Black Belt, is the best place and that's where my blog is too. It is a like living book club where we'll talk about the concepts in the book and how to apply them in life, so jump in there and let's have some respectful debate.

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Order your copy of Think Like a Black Belt from Amazon today and receive hundreds of dollars in bonus gifts from some of America's top personal growth and success experts! Click here to get the book and the bonus gifts. (*Offer valid on June 24, 2010 only).

UPDATE: The bonus offer has been extended through June 25th!

Direct link to The Bigg Success Show audio file:
http://media.libsyn.com/media/biggsuccess/00600-062410.mp3

The Second Most Important Customer

customer serviceA few days ago, we returned home to see a person putting a flyer on our door. As we pulled into our driveway, she walked right past our car.

She didn’t make eye contact. She didn’t smile. Our window was down but she didn’t say “Hello”.

She didn’t leave a good first impression of the business that she represented.

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icon for podpress  Hear George & Mary-Lynn share tips about customer's customer service on The Bigg Success Show! Click the player to listen [5:18m]: Play Now | Play in Popup | Download

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The business was a new restaurant in our area. Now she’s probably not an employee of the business. She may work for a vendor that was hired by the restaurant to distribute the flyers.

But she didn’t understand that the second most important customer is the customer’s customer.

After all, where does the money come from to pay you? From your customer’s customer!

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Mary-Lynn FosterI remember taking the flyer and putting it on our fridge. But then I took it down. We had no connection to anyone there. And the person who had the opportunity to make a connection blew it.

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3 tips for better customer’s customer service

If you understand how important your customer’s customer is, you have an opportunity to stand out from your competition.

If your people come in contact with your customer’s customer, train them in customer’s customer service!

Let’s talk about 3 tips you might give them.

1. Be friendly
Be just as friendly to your customer’s customer as you would be to your own customer. Just because you’re not an employee doesn’t mean people don’t see you as a representative.

The woman who was putting the flyer on our door could have said something like: “I just put a flyer on your door for a great new restaurant. I hope you’ll stop by sometime soon.”

She could have at least made eye contact, smiled and said “Hello”. We would have been happy with any form of recognition by someone who was at our door, essentially trying to get us to spend money at a business she represented.

2. Be helpful
If your customer’s customer happens to ask you a question, the correct answer is not: “I don’t work here.” The correct answer is: “Let me find someone who can help you with that.”

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Mary-Lynn FosterWhen I worked in radio, I did a lot of remotes – broadcasts from an advertiser’s business. Their customers would often come to me with questions. I always went out of the way to find an employee who could get them the answer.

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3. Stay out of the way
This is critical but often easy to forget. For example, let’s say your customers are small businesses. The decision makers may also be the doers; they take care of customers, too.

What’s their busiest day of the week? Their busiest time of the day?

Try to avoid calling them on those days at those times so they can serve their customers better. In other words …

Don’t call on restaurants over the lunch hour!

And the same goes for actually doing the work.

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George KruegerI used to own a retail store. I had hired a guy to take care of our tile floor. One day, around Christmas, I stepped out for a meeting. When I got back, the aisles with our seasonal Christmas goods were blocked off. This guy was leaving on a trip and the floors needed to be waxed. So he did it. While I appreciated his diligence, I was upset that he kept our customers away from some of our hottest merchandise!

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Thinking about your customer and your customer’s customer leads to BIGG success!

What tips do you have about customer’s customer service?

Direct link to The Bigg Success Show audio file:
http://media.libsyn.com/media/biggsuccess/00599-062210.mp3

(Image in today's post by thadz)

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