Creating A Connection Based Culture

connection culture

When your clients talk to others about the what they buy from you, it’s likely not about the products or services.  When I think about the favorite places I’ve worked, I seldom think about what I sold, or the marketing I did.  connection culture

Fortunes 2013 Best Companies to Work For list companies like Google, SAS, USAA, and Wegmans.

Google is a cool place to work, I’ve visited their offices.  They make the Internet easier for us to use and that’s important.  USAA is also listed.  I’ve been a USAA member for 25 years now and I can’t imagine doing business with another financial institution.  For U.S. Military families they make managing financial and life decisions easier.  

But I bet if I interviewed employees from any of the 100 companies listed and asked what they enjoy most about their work it would not be what they do.  No it would be who they do it with.

Why We Eat At Carrabba’s

My family eats at our local Springfield, PA Carrabbas a couple of times each month.  It’s not because the Chicken Bryan is the best chicken we’ve ever had.  It’s because of the connection to the people who work there that has been cultivated.  The  Manager Kevin knows us by name, and takes a few minutes to talk to us when we visit.  When my sister was ill he treated her to dinner.  Last week there was a long wait, the owner noticed us and seated us himself.

All mammals, and we humans are mammals, seek connection.  Genuine connection is the hard thing to build into any business.  To really connect.  To really care.

I can get chicken anywhere, but not connection.

My Favorite Job

One more example.  The place where I enjoyed my work the most was a company called Great American Opportunities.  It’s not the place where I earned the most money, or did my best selling.  It’s where I did my best and favorite connecting.

I got to speak with and motivate thousands of young students.  Tom Cochran, my Manager, and I pounded the pavements together, ate lots of Mexican and Italian, worked out together, visited each others homes and families, and shared countless laughs.  We’re still friends today.  See some the pictures below.

connection culture tom cochran
My former Sales Mgr. Tom Cochran with my daughter and niece at Cedar Point. An outing designed to build connections with his teams families.
connection culture rodney goldston
Me catching some laughs with students after bringing a reading program and BMX show to their school.

How To Create Connection In the Workplace

Strong, lasting relationships can’t be built over a computer network.  It takes face to face human interaction.  I find that relationships work best when they are transparent, tap into a variety of emotions, and are unscripted. Real human connections are the ties that bind.

 

HubShout Review

Here is a review of a recent experience with a company called HubShout.  They mistakenly over charged my credit card $240.  Several weeks ago on December 27th I called my rep and notified her.  She said she had another client with the same issue and would look into and get back to me.

Several days passed with no response form my rep.  So I called in and spoke to a very nice guy who verified the mistake and opened a customer service ticket.  I received email messages of the various internal conversations regarding the mater but no refund.

Although they tried to issue the refund it appears that they have some technical issues that prevented it from going through.  Finally yesterday I simply called my bank and in a mater of minutes I was issued a refund.

Two points:

  1. If you run a business be faithful in the small things so that you can be rewarded with larger things in the future.  This first order with HubShout was a test to see how they would perform.  I have a much larger project I wanted to give them. But what can I expect if on a tiny project I’m over billed and the vendor can’t manage it issue a refund.
  2. Never make a customer wait for a refund, especially if was caused by your own internal error, write a personal check if you have to.
  3. Oh…one more point. Always remember that radically over delivering on customer service is one of the most effective and least costly marketing strategies available.

Something to make you go…Hmm! In a connection economy the news of your choice to radically over deliver or under deliver will spread like wild fire…you choose. (Click To Tweet)