Dalbey Education Institute

The Key Element to Creating Success in the Cash Flow Business

There are many elements a person needs to have in their “tool kit” to succeed in business: dedication, passion, motivation, creativity, persistence, a well-thought-out plan…

…and a commitment to quality customer service.

Because, really, when you think about it, the customer service business is the business we’re all in. Giving your clients superior attention is what will set you apart and what will ultimately ensure your success.

And if you ask most people, responsive, respectful and value-added customer service ranks very high on their lists of “must haves.”

No matter if you’re just starting out or are well-established, taking care of people right really counts.

For me, customer service comes down to some pretty basic principles:

1. Bring value to your customers by showing them that not only are your services the best available, but also that they are truly beneficial to their lives.

2. Do what you say you’re going to do. Show your customers that you mean business, that you are results-oriented and committed to getting things done.

3. Build trust with each and every one of your customers. Show your customers respect and earn their trust by keeping your commitments and by always telling the truth. Once trust is lost, it is very difficult to regain it, even if you take constant measures to rebuild that relationship.

4. Bring a human element to everything you do. This means getting to know your customers personally and learning what’s important to them and what they need. Ask them, “How can I help you? How can I make your life better?” and listen carefully to the answers.

Having empathy and connecting to your customers makes them feel special and cared for, and makes it clear that you are “in it” for them, not just for the money.

5. Remember the little things like saying “please” and “thank you.” Look people in the eye, smile, and be warm and gracious. When you connect and engage with your customers, they’re more likely to WANT to do business with you.

6. Be energetic. If you’re excited, happy and positive, your customers will notice and respond in kind.

7. Take responsibility. Sure, mistakes happen. The fact is that it’s not the mistake that bothers most people, it’s how it’s handled and then rectified that counts. If an error is made but you own up to it and fix it immediately, your customers will forgive just about anything.

Remember: your customers are your business. Your customers are your bottom-line. How you treat them and the service and value you provide is what can make all the difference and define your success.

Warmly,
Russ

Founder of Winning in the Cash Flow Business
Dalbey Education Institute

The Power of Nice

I recently read a quote that made me laugh and smile. I love its purity and its profound truth.

It’s a quote from Linda Kaplan Thaler in her book (co-written by Robin Koval) The Power of Nice.

“Positive impressions are like seeds,” she says. “But negative impressions are like germs.”

Isn’t that great?

It’s so true! I truly believe that when you present yourself in an upbeat, positive and self-assured way, you’re launching a wave of energy that goes on to do exponentially more good, the further it travels.

When the impression you give to others is affirming, open, warm and authentic – the seeds for an enriching experience have been planted. What grow from those seeds are meaningful and mutually-beneficial relationships for the long-term.

Conversely, a negative impression can be easily spread, and often without anyone realizing it… just like bacteria, or a bad cold. A negative impression – a bad attitude, a pessimistic outlook, or an unhappy vibe – is as contagious as the flu.

This concept applies to both your personal and professional life.

I think that all of can use a constant reminder that each and every one of us – by staying positive and upbeat – have the power to inspire and affect change in others.

So in this holiday season, I would like to suggest that we all try, every day, to spread some kindness in our communities, at our places of work, in our homes, on the street…wherever we go.

You could, as Thaler might say, infect everyone around you. And wouldn’t you rather catch some kindness than the flu?

Warmly,
Russ

Founder of Winning in the Cash Flow Business
The Dalbey Education Institute

What if every child in the world...

In 2002, Professor Nicholas Negroponte, director of the media lab at the Massachusetts Institute of Technology, experienced firsthand how connected laptops transformed the lives of children and their families in a remote Cambodian village.

A seed was planted: If every child across the globe had access to a computer, what potential could be unlocked? What problems could be solved?

These questions – combined with a desire to make a difference – eventually led to the foundation of One Laptop per Child (http://laptop.org) and the creation of the XO laptop.

Negroponte’s mission is to provide a means for learning, self-expression, and communication to the nearly two billion children in the developing world with little or no access to education. His goal is to get a computer in the hands of literally every child in the world, no matter how remote or destitute.

This notebook computer is not like the ones you may be familiar with. It’s designed specifically for children… and for third-world nations.

It’s dust and rain proof. Its ecologically-friendly lithium ferro-phosphate battery can power the laptop for up to six hours of heavy use or 24 hours of reading.

And, the XO’s revolutionary battery can be recharged by solar power, or even with a human-powered pull cord!

The technology is amazing, but even more so is the worldwide benefit that One Laptop per Child could provide.

Founder Negroponte has said, “It’s not a laptop project; it’s an education project.” So far, nearly 8,000 computers have already been distributed through the OLPC program.

Check out the One Laptop per Child website to learn more about this fantastic world education effort!

http://www.laptopgiving.org

Warmly,
Russ

Founder of Winning in the Cash Flow Business
Dalbey Education Institute

“Fall Away” Documentary Premiere

Most of us have never run a marathon. In fact, most of us would probably never even think about running a marathon! But, for the athletes that do distance running, the act of completing a marathon is about conquering both a physical and mental challenge. The accomplishment is only possible as a result of diligence, training and commitment.

For a special group of 20 men who ran the Colorado Colfax Marathon last May, finishing the 26.2 mile race meant much more. For these individuals – all participants in a drug and alcohol rehabilitation program – the marathon was a metaphor for survival and recovery.

This team of amazing men were all members of the New Life program at the Denver Rescue Mission, a two-year drug and rehabilitation program aimed at fighting homelessness and addiction. The New Life program does more than just get addicts "clean" - it teaches self-reliance and helps establish long-term healthy life skills.

A couple weeks ago, I got to meet the 2007 team at the world premiere of a compelling documentary about last year’s team, Fall Away. The film followed the men through their training exercises, the practice races… all the way to the completion of the marathon.

But what moved me the most were the stories these men told… stories of being literally at rock-bottom; no family, job, or hope, being helpless in the grip of addiction.

Their lives were literally in danger every day, but through their own hard efforts and the committed guidance of the Denver Rescue Mission, they successfully scaled a steep mountain back to success and health.

And along the way, they rediscovered their own personal power and self-worth.

I am so proud to be the sponsor of this team of amazing men, serving as the team’s hands-on mentor and lending my financial support. There are few things I’ve done in my life that give me more joy and pride.

I haven’t lived the hard and harrowing lives these men have. The specifics of our experiences are quite different. But, I do know something about being lost, about being tempted by the darker paths in life, and about making choices – both good and bad – that can change your life forever.

I also know the power and importance of support and of having a mentor. I have had several in my life that have literally saved me from going down a potentially dangerous road.

One of my jobs with the New Life team is to provide inspiration. But, honestly, it is the team that inspires me. Each and every one of these guys has been through so much and has shown such courage and strength to improve his life. Watching the Fall Away film at the premiere literally brought tears to my eyes.

Keep an eye out for updates here on my blog about the New Life team and their progress in 2008. Their training begins this month and the next marathon is in May. I have no doubt that each of those men will cross the finish line and will continue to succeed in everything they do!

Warmly,
Russ

Founder of Winning in the Cash Flow Business
Dalbey Education Institute