Man in the Arena

Teddy Roosevelt

Teddy Roosevelt is, in my opinion, right on the mark!  Words spoke a hundred years ago still ring true from our Former President.  They incorporate great wisdom from a great man who had risen to be President of The United States of America.  But I will transition to that subject in a moment.

Who Else Is Seeking To Improve In An Area Of Their Life?

Recently, concluding 15 years of consistent intention but failing to follow through and take action, I joined Toastmasters. 

My clear-cut goal: to improve my Public Speaking Skills.  (if you find less-than-perfection in my Blog don't worry....I also embrace the goal of improving my Writing Skills as well!)

I have a lifetime of knowledge and experience acquired and many strongly-held beliefs and philosophies that I want to share and utilize to help as many People and Organizations improve and increase their levels of success as they like me strive to make the most out of our lives. 

But, I am more comfortable writing than I am speaking in front of large groups. 

Therefore, I have taken action.  To address this and improve.  Now rather than later. 

Toastmasters is a side note to the core of this particular message.  But, before I proceed, let me convey that joining this Organization is one of the smartest and most rewarding decisions I have made.  It is a positive, supportive, knowledgeable, optimistic group of people coming together with a singular purpose to help each other improve and be successful.  I am committed to open-minded in receiving the consistent feedback and to focus my efforts on improving my Public Speaking Skills.  It will be a long road. 

The first time I got up and spoke in front of our group - on day one I might add! - I quickly conveyed to all in attendance why I was there.  I spoke rapidly, incorporated "um" into my speech, and lacked organization in my articulation.  But...the only way any one of us is ever going to achieve real improvement where we are lacking is to attack the matter head-on.  Stand up.  Practice.  Practice.  Consistently.  Be secure enough to elicit feedback on how we can improve.  Incorporate that feed back.  And on and on.  Tenaciously.  Steadfastly.  Over time.....we will improve; by being tenacious and committed, we may even get to be very good. 

At our last Toastmasters Meeting a Speaker got up, right after me I might add which, relatively, really made him look like the greatest Public Speaker in the entire world, and read to the group a Famous Quote from Teddy Roosevelt that I had never heard. 

Man in the Arena

That Quote - now entitled "Man in the Arena" - was the perfect selection for Jason.  It was so relevant for me because I had just sat down red-faced having been reminded how lacking I am in Public Speaking.  Jason's delivery was perfect.  I was entranced.  The content and speech made by Teddy Roosevelt lifted me up!  Though I am lacking in an area of life in which I seek to improve; I was now in attendance at a Toastmaster's Meeting with a group of people I had just met.  I had gotten up and spoken in front of these people.  This took Courage.  Resolve.  Commitment.  I am on my way.

Teddy Roosevelt was, when he first uttered these words back in 1910, absolutely right on. 

Following is the "Man in the Arena" by Teddy Roosevelt.

Enjoy....and, If You have not yet done so and are standing on the sidelines of life, reluctant, hesitant, letting concerns about what others may or may not think hold you back....then I hope my Blog and Teddy's give you a slight nudge to get up and Jump Into The Arena!

My Goal is not to remind everyone how great Teddy Roosevelt was and how poetic he could be.  My Goal is to remind You and I that Life is Short; we only have one chance and opportunity to make the most of this life; so we had better refuse to sit comfortably on the Sidelines and rather by Fighting in the Arena.

Teddy Roosevelt's "Man in the Arena"

Man in the Arena

One of the top three most requested quotes is that regarding the "man in the arena" or "not the critic"

"It is not the critic who counts: not the man who points out how the strong man stumbles or where the doer of deeds could have done better. The credit belongs to the man who is actually in the arena, whose face is marred by dust and sweat and blood, who strives valiantly, who errs and comes up short again and again, because there is no effort without error or shortcoming, but who knows the great enthusiasms, the great devotions, who spends himself for a worthy cause; who, at the best, knows, in the end, the triumph of high achievement, and who, at the worst, if he fails, at least he fails while daring greatly, so that his place shall never be with those cold and timid souls who knew neither victory nor defeat."

"Citizenship in a Republic,"
Speech at the Sorbonne, Paris, April 23, 1910

Business Development: The Role of Customer Service

Business Development: The Role of Customer Service

When I ponder the current state of Business Organization's Customer Service Departments and Employees who choose a career path in Customer Service there are two current realities that come to the forefront of my mind from both my diverse experience within Business Organizations and as a typical Consumer who has to communicate and rely on "Customer Service" Departments for assistance:

1. The Customer Service Function is commonly under appreciated today.
2. Opportunities abound for business development and achieving revenue growth from existing customers.

1. Under appreciated

Customer Service / Customer Care Organizations and Employees should be recognized and appreciated for the vital role they play.  The ability to successfully communicate with and service the needs of customers on a daily basis in an often fast-paced and high-stress environment is not easy.  A combination of procedural understanding, technical know-how, product or service in-depth knowledge, and just as importantly great patience and people-skills are required.  Remaining calm and focused in the face of extremely upset and often irrational customers or clients is not easy.  The ability to express empathy, understanding, concern, and a clear willingness to help and ultimately satisfy the needs of customers can be challenging but is vitally important.

What is at stake is the entire investment that made to acquire that customer: advertising, commissions paid to salespeople, etc. 

The cost of loosing a customer is very high.  The cost of that customer spreading negative word of mouth to other potential customers is very high. 

2. Customer Service Business Development Opportunities

Conversely: the benefit and value of a customer that is not only merely satisfied with the service received but in fact so happy with your Customer Service Department and Company that they become a no-cost marketer and advertiser for you spreading positive word-of-mouth is tremendous.  For a progressive Business Organization whose goal is growth this should be the real goal and objective. 

Sales and Customer Service Departments within Business Organizations should be treated as separate and distinct. 

Businesses should strive to build and achieve a free-flow of communication, information, ideas, and feedback between Sales and Customer Service Departments.  Once a deal is closed and a sale is made Sales should not wash their hands clean of responsibility.  Funneling customer feedback back through all channels will help educate and aid in achieving the goal of continuous improvement.  Sales should be in constant communication with Customer Service to maintain a clear understanding all of all concerns and issues that arise that the customers they brought on board experience so that they can: 1. assist to ensure their customer's satisfaction; and 2. assimilate all knowledge obtained back into the Selling Process with a focus on constant improvement in both Sales and Customer Service.

There is a not entirely recognized and untapped great opportunity for Business Organizations to develop additional business and revenue both directly from servicing existing customers and by doing a much better job leveraging their relationships with existing customers to identify and market to new customers. 

If you value and clearly understand the importance of successfully servicing your existing Customers/Clients and are seeking long-term success and growth, focus on the following within your Strategic Planning Process:

• Clearly understand, appreciate, and make a sufficient investment of time and resources into your Customer Service Department.  Is there room for improvement?  Are you loosing too many customers/clients?  Put in place a Customer Service Improvement Program to better train and equip your Customer Service Employees to be a world-class service organization.
• Creatively turn your Customer Service Department into a low-cost Revenue-Generating Machine by training and teaching Employees to adopt an entrepreneurial spirit that, besides trying to exceed customer expectations while providing service on existing products and services, also seeks to extract and achieve new revenue growth at all times when communicating with customers.

A sea-change mentality as I am suggesting here from merely and minimally servicing existing customer's needs to a new-age, proactive, entrepreneurial service organization will produce great results and increasing revenue. 

Selling By Building: Achieve Long-Term Business Success one step or positive interaction at a time.

http://www.sellingbybuilding.com/