I am compelled to write this blog. 

The reason is that last week I was blessed with three different occasions of fabulous customer service.  Please allow me to tell you about them.

My First Experience 

A package from Amazon was supposed to arrive at my home on Sunday.  Alexa informed me that it had arrived via USPS and it was in my mailbox.  Well, it wasn’t.  We have community mailboxes here, so my thought was that it was put in the wrong box and if one of my neighbors got it they would be so kind as to bring it to me.  I did go online and filed a report that it hadn’t arrived and on Monday, in-between clients, I tried to call the postal service to let them know and see what they could do. However, that wasn’t an easy or good process.  So, on Tuesday, while I was out I decided to just stop by the post office and let them know what happened. What I expected and got were two totally different things! My expectations were they would tell me to continue to wait and see if it turned up, or they would look into it, but not really.  My thoughts were entirely incorrect as that is not what happened! 

Here is what happened. At the counter of the Hebron, KY USPS Office was a postal service worker by the name of Jeana.  When it was my turn, I explained my situation and stated that she probably couldn’t do much for me, however, I thought I would give it a try.  She immediately went into action, taking down the tracking number and explaining that the boxes are tracked by GPS and she was going to see where it was. She learned that yes, it was delivered to my neighborhood and I should have it.  We both figured it must have been put in the wrong box.  I said that one of the neighbors probably had it and hopefully they will get it to me.  She explained that people tend to let their mail pile up, so she would have someone look in the boxes and see if they could find it.  I was just amazed and very appreciative of all the work she was putting into this.  She told me she would call me later and let me know.  The next thing was what put it over the top.  My belief is that after work, on her own time, she drove out here to my neighborhood and personally went through the mailboxes to look for it.  At 5:30 p.m. my doorbell rang and there stood Jeana with my box in her hand. She explained that the box was actually in another set of boxes at the other end of the neighborhood.  Jeana, that was outstanding customer service you will always be my #1 postal person!!!  

My Second Experience 

This case of Outstanding Customer Service involved my dentist. 

Without going into all the gory details, since October 2018 I have been dealing with a dental issue that has involved implants, braces, and now crowns.  We are on the home stretch, however, even the home stretch has had its challenges.  During all of this, I found it necessary to change dentists not once, but twice.  I really hit a home run with the new dentist and her team!  It is Dr. Wilson of Four Points Family Dental in Burlington KY.  Here is what stood out to me.  We are in the impression stage of this journey.  Last Tuesday, Dr. Wilson, herself, called me to talk to me about the latest hiccup. Now, please know that with all I have been through I resolved myself to the fact this was going to play out in whatever way it was going to. There was no use in getting upset or losing my mind on anyone and Dr. Wilson knew that, so there shouldn’t have been any fear in calling me.  What she had to tell me, she could have had any person of her staff call and tell me.  That was not what she did, she picked up the phone and called me personally.  I was very impressed.  In my lifetime I have had a lot of dealings with dentists and this is the first time one called me personally to explain something especially when it could be bad news! The staff always called.  Good for you Dr. Wilson!!  Outstanding customer service!! 

As you can see, this is about who you are bringing to your virtual meetings. Nancy was a role model for me. I made the decision that I can be like her.  That I was going to bring my best self to the meetings I attend because that is what I would do if I would meet them in person.  You see, each person we meet likes to feel for a moment that we thought them to be special in some way.  Part of making them feel special is how we present ourselves to them.  The first thing you can do for your virtual meeting or in-person meeting is smile at the person across from you with your heart.  A smile is the first impression no matter where you are that can draw people in, make them relax, and make you feel like you are bringing your best self.

I would love to hear your stories on your business virtual meetings!  Please share it below!  It would be so much fun!!  

My third experience

This one might seem trivial, but it impressed me!  The last two Friday’s my husband and I have gone through the drive-through at the local Wendy’s in Hebron, KY.  I place our order on the app so all we have to do is drive-through and pick up our breakfast. The hiccup is, I always order decaf coffee and it is never ready because they don’t have a lot of people who order that, so they brew it fresh when we get to the window, which causes a delay.  Yes, I drink decaf, I like coffee!  Caffeine is not my friend!   I digress!  Here is where it gets impressive.  This young lady (I wish I had her name, she deserves the recognition) explains to us how the coffee needs to be brewed and are we willing to wait.  Which we were. Then she said, “I noticed that you came through last week too.  Do you come through every Friday morning?  Because if you do, I will have a pot brewed and ready for you.”  We told her we didn’t come through every Friday morning but we really appreciated her thoughtfulness and customer service.  She asked us to pull forward and she would bring out the coffee as soon as it was done.  When she came out, she had two in her hands and said to us, “I brought you two because you had to wait.”  Outstanding customer service!!  

They say, things happen in three’s, which told me I needed to think about this topic.  Take a moment and think about your own business.  When you have given customer service that a person would say you gave them Outstanding Customer Service?  Can you think of something? If not or even if you did, think about what you could do to give out customer service that makes people talk about you.  Or, even write a blog!  Please let me know your customer service stories below! 

Kind Words from Happy Clients

Jason Bayer

J MAN STUDIOS

Nanette Polito's coaching was very educational and a tremendous asset to my small business. I not only learned the value of creating and building strong networks, but it also provided me with a system to track my process. The program also exposed me to the VCP principal (visibility, credibility & profitability) and how to best utilize this practice to build lasting relationships that were created among participants and the support I received from meeting weekly with other small business owners. I highly recommend Nanette!

 

Michael White

Referral networking is where it's at for marketing your business in today's world. Nanette Polito's programs and coaching will jump-start your abilities to achieve referral success. The best aspects of this course are engaging your need to get organized, get the best partners, and staying committed to the process. If you focus on this process, you will succeed in building your network's visibility, credibility, and profitability for you and your partners. We owe this to each other, in order to maximize our growth.

 

Gwen Pietzuch

USANA Health Sciences

I would highly recommend Nanette Polito's coaching. The material was pertinent to all businesses and really opens your mind to think creatively. I count the class members as colleagues and friends and will remember as I meet people "that I am always standing in the middle of a referral", not necessarily for myself, but for all those that I interact with via BNI and fellow classmates.

 

Christine Luken

Financial Lifeguard, Word Nerd

I cannot say enough good things about Nanette Polito! I enrolled in her program five months ago and am amazed at the results I have seen already. This class came at the perfect time for me because I was in the process of merging two businesses and trying to determine what my focus should be. Through the one-on-one coaching sessions with Nanette, it became clear what I was passionate about and where I should focus my energy. The subjects covered in class and the homework assignments have practical applications for my business. Within sixty days, I started seeing tangible results – connections, leads, and closed deals. At this point, the class is more than paying for itself. I’m excited to see my return on investment by the time class is finished! If you’re considering coaching just do it! You’re leaving a lot of money on the table if you don’t.

 

Scott Warner

Allied Van Lines Interstate

Before working with Nanette, one of my biggest challenges was networking and speaking confidently in front of a group of people. I didn't know how to market my business to my sphere of referral partners. By learning and understanding my 'Why', the reason for which I am in this career, I have learned how to effectively market my business.

What made me decide to invest in the program was Nanette's passion for seeing me succeed and watching other people's success from her programs.

I am loving my business again. My job had become mundane. I have a new appreciation for my partners that I have been able to share with them.

The return on my investment in the class has been the confidence to network. Nanette helped me greatly with the play "It’s a Wonderful Life” this helped me with being heard from the back of the room.

Nanette taught me how to enjoy my weekly business meeting with my sales team. How to have a foundation for the passion in the business I am currently employed. Understanding how many people can be a referral partner's in your realm or sphere.

 

David Clegg

Social Sherpa

Over the last two years, my entire approach to sales and marketing has experienced a radical overhaul thanks in no small part to Nanette and her passionate teaching and coaching.

Through Nanette's curriculum and peppered with her own experience and wisdom, she has refined (and in some cases eliminated) the skills that I have developed over a 25-year career in sales and sales management.

If you had given me an examine and one of the questions read something such as, "Which are easier to close, referred leads or cold prospecting leads?" I knew the answer. However, I never knew how to get out of the cycle of HUNT | KILL | EAT. That may sound crude, but that is the sales process for most companies.

What Nanette taught, but more importantly, COACHED me to do was effectively build deeply committed referral partnerships. These partnerships have brought greater results than I could have ever achieved alone.

It's not rocket science, but it is a system that you can replicate over and over again. Then, once your referral partners start using the same system, you begin to experience the synergy of referral marketing.

Thank you Nanette for your investment in my business, but mostly for your investment in me.

 

RC Rogers

I have been in Nanette Polito's Class for the last 6 months. In the beginning, I couldn’t figure out why I do what I do for a living. After one personal coaching session, I now realize “WHY”. Finding out “WHY” completely changes the reason I wake up in the morning.
I encourage anyone looking to better themselves and make more money in less time, to contact Nanette.

 

Brian Arlinghaus

Arlinghaus Heating & Air

The mood at Arlinghaus Heating & Air Conditioning has changed from above average to “greatness.” Nanette made a huge impact on my business life which also affected my personal life. The changes are un-imaginable. I have applied the tools that I learned from Nanette Polito to the Arlinghaus team and we are able to set goals that are clear and achievable. I had never truly put together an in-depth business plan and now I have. It is our path to follow with purpose and direction. I have been able to polish our mission statement creating one that is true to the Arlinghaus values. It is mandatory that every time we have a team meeting the mission statement is read out loud. The team loves it, they believe in it and they want to be part of it. It is:

“Through Teamwork, we will achieve and exceed the expectations of our customers by providing the best quality solutions, products, and services provided by highly trained and integrity like-minded individuals. People don’t care how much we know until they know how much we care. Service is our passion.”

We now have weekly meetings with the installation and service departments. We are taking photos of all jobs and sharing them on a projector during the meeting. We then can collaborate to determine what we did correctly and what could have been done better. We refer to service manuals that are read aloud and encourage each team member to do some research at home. Arlinghaus has a standard to live up to and this tool helps us to achieve the best possible customer care.

Learning the skills to develop my company operating procedures and implementing them, has also affected my personal life. Because of the direction my business is now going, I have been able to enjoy much needed time at home with Heather and my kids with no stress. The payoff is tremendous!

So I am saying to you from the bottom of my heart, keep doing what you are doing because you have affected more than just my life, you have affected the lives of 26 Arlinghaus employees. They come to work with a purpose and they can go home in a great mood which affects their family life too. WAHOO!

 

Linda Austin, VanDyk Mortgage

Senior Loan Originator NMLS #1442497 OH MC #414969 KY

How quickly can you articulate to a lead or referral partner your “why” you are in business?
If it’s more than 60 seconds, Nanette Polito can help you communicate your passion clearly and effectively.

I have been fortunate that Nanette has coached me weekly. After only a few short weeks, small changes to my pattern of practice resulted in more leads, stronger referral relationships, and loans in the pipeline.
Nanette is genuine. She has a way to quickly establish rapport with her clients. Nanette relates to others based upon her various life experiences and helps them capture what’s best about themselves in order to monetize it and build a business.

I have attended several business meetings, workshops, and multi-session learning series that Nanette has held. She is an excellent teacher and an engaging speaker. Her classes are fun, full of practical tips and hacks that can be used immediately to get improved results.

I highly recommend hiring Nanette Polito as a business coach for your company and sales staff.

 

Nancy Piatt, IPR Group

Nanette builds relationships with you and your people to connect and communicate with them on their level (or personality)

Nanette teaches building relationships first and then work on the sale with potential clients.

Nanette helps me to get out of the comfort zone and make it so it's not so painful

Love my coaching sessions!!

 

Frank Littrell, ReMax

I cannot say enough good things about Nanette Polito. I have worked with her through some personal coaching as well as coaching with my Team and it has been great. Her desire to make everyone around her successful comes through her vibrant personality, but with a gentle touch. She's there for support, guidance, direction, tough-love, and a hug when it's needed. Okay, a hug even when it's not needed. If you're looking for a coach that understands human behavior and all personality styles and how to get along with them, you owe it to yourself to give Nanette a try. You will find a professional coach that will work hard to understand your business and guide you to greater success. Thanks, Nanette, for all you do for us!

 

Kirk Short, Wichita Home Team

 

Brian Adams, Seven Hills Technology

As someone from a non-sales background, a major concern of mine was finding the correct ways to talk about myself and my business. Nanette took a unique approach to work within my comfort zone and educate me regarding referral networking, quick "commercials", and targeted audiences. Working with Nanette has been a tremendous gain both personally and professionally, and her advice and expertise has helped in a variety of ways within my company, in areas completely unexpected at the time we began