Queensberry Connects


Posts Tagged ‘Experience’

How far is the extra mile?

Four of us went out for dinner in Auckland on Sunday. When we arrived they gave each of us a fresh oyster in a spoon. It was part of the welcome … even before they asked us if we’d like a drink.

There were four problems.

One of us is pregnant and can’t eat shellfish.

One of us doesn’t like shellfish.

One of us didn’t like that the oysters were sitting in vinegar (albeit a fancy Chardonnay vinegar … it was a very flash restaurant).

The fourth ate one because it seemed rude not to.

Four oyster lovers would have been in some kind of heaven, but this was an extra mile in the wrong direction. Shades of those strangers in your viewfinder.

How far Which way is the extra mile?

Cheers, Johannes

 

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  • Customer service edicts state that the customer is always right. Sometimes we disagree … out of self defense. We don’t like the implication that because the customer is right then we must be wrong. We defend our innocence and integrity! 

    Step back for a moment.

    There is a principle in Tai Chi that states that you can use your adversary’s energy on themselves.

    Imagine saying the customer is always right. If you stop defending yourself and ask the client for a realistic solution to their own problem (a solution that, if they were you, they would see as fair)  you move away from being wrong in their eyes to being right. Potentially you can avoid conflict and move into resolution.

    Sometimes the customer is in fact wrong. And then you need to measure the real benefits of needing to win! Needing to win is not how successful businesses earn the love of their clients.

    Sometimes the photographer is wrong. I know of a wedding photographer who missed a wedding (about as wrong as you can get). He did so much right for the couple that they now insist that all of their friends use him.

    Johannes

     

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  • Danny’s recent post reminded me of one of the best customer service/sales experiences I’ve had, when I was spending the most money I ever have. I was buying an engagement ring.

    When you’re buying an expensive, luxury or rare good, I guess you’d expect the level of service to be higher than that of a mainstream retail chain. But I went and saw plenty of other jewellers, selling rings just as expensive or beautiful, but each one of them felt “mainstream”.

    The jeweller I bought from did understand. She understood that what I was about to buy was for keeps. A once in a lifetime purchase. She’d read my story, and hers matched mine.

    She talked to me, and discussed her products, as though they were her own. As though I was buying jewellery from her own personal collection.

    It wasn’t an act. She wasn’t an outstanding sales person but she had pride, passion and love for what she was selling me.

    I didn’t feel pressured or disengaged at any time (I spent over two hours talking to her in my first visit). She wanted me to love her products as much as she did. And if I didn’t, she didn’t seem to mind.

    Cheers, Nigel

    Gee, Nigel’s a potential customer – Ian

     

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  • So there you are, looking through the expensive bit of glass on the front of your camera at two people you hardly know, thinking how do I make them look good?

    Strangers in a viewfinder        by Johanns van Kan

    Strangers in a viewfinder by Johannes van Kan

     

    Is it a trick with the light?

    Is it a ‘looking good’ filter under the Artistic Filter menu in Photoshop?

    Is it making them really, really small in the image so you can’t tell anyway, but man oh man that scenery is spectacular?

    Is it that they paid you SOOO much that they believe they will look good regardless of what you do, a bit like the ‘Emperor’s new photographer’?

    Is it that the photograph itself looks good, so by association/participation so do they?

    Or is it that you have taken the time to understand them and get to know them? And from this relationship there has come a ‘trust’, and from trust has come a confidence that will always make them look good.

    My favorite hate is photographs of people staring at cameras.

    Somewhere there needs to be a relationship … so at worst it would be two people staring at a photographer (at least there would be a human element, but these people should know that it is rude to stare). This relationship is something you are photographing. Not your relationship with them, but theirs with each other. How do you do this? We use hypnotic babble. which is really hard to explain but distracts them from their fear of photographers with big cameras.

    So here is the question. “Who are those people on the other side of the lens?”

    What do you know about their wants, needs and dreams? And how are you, as the photographer, going to go further for them?

    Here’s Part 2.

    Johannes

     

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