Customer service systems

Category: Editorial

Richard Winfield - editor I have been delighted to collect some more interesting quotations; please keep them coming.

"Worrying is praying for what you don't want." Bill Harris

"They say that hard work never hurt anyone, but I figure why take the chance?" Fred Thompson

"There are three stages of reaction to a new idea:-

"It's crazy. It'll never work. Don't waste my time."

"It's possible but it's not worth doing."

"I've always said it was a good idea. I'm glad I thought of it.""

President Reagan

"We can't solve a paradox at the level of the paradox. We have to solve it at a higher level." Eliot Jacques

"Every time we are grateful, we make a quantum leap." Dr John Demartini

"Love is a synchronicity and synthesis of opposites." Dr John Demartini

"Where is the money going to come from? Wherever it is right now?" Maharishi Mahesh Yogi

"You only have to go as far as you can see; when you get there you will see more. But you have to know where you are going - and you have to know that you are going to get there." Bob Proctor

"Imagination is more powerful than knowledge." Thomas Edison

"Martin Luther King had a dream. What we had were strategic plans!" Jocelyn Barrow

"You cannot outperform your self image. But you can change it." Maxwell Maltz

I am a member of an excellent Ballantyne's gym. It is just six minutes walk along the canal and a very pleasant trip in the morning. A few weeks ago, when I collected my towels at reception, there was much talk about my birthday. I didn't understand, because my birthday is in April. Not only that, but they thought I was born in 1978! But apart from the mistake, how did they recognise me and know that it was my birthday? The answer was that they had my details and photograph on the computer screen. All they had to do each day was to look at the screen and then welcome any of the members whose birthdays were shown for the day. I was most impressed.

I have just returned from a fortnight's holiday in France. I stayed in the same hotel for 14 days. Every night when I returned the roller shutter had been partially closed in line with all the others, even though each day I opened it fully. The rubbish bin was moved from where it suited me and the shower head was lowered to waist level. I became increasingly frustrated. Was I, as a guest, not worthy of any consideration. Surely the chambermaid should take note of my preferences?

So, what was the difference? Both organisations were operating service systems. The difference was that one had been designed to add delight to members' lives and the other was designed to provide operational consistency, regardless of any consideration for the guest.

A group from Brefi Group had a fantastic day at Akasha last month, and I know that some other readers also attended. Some of my quotations above were collected from speakers on the day. I am delighted to be able to tell you that Dr John Demartini will be returning to London on the 12<sup>th</sup> and 13<sup>th</sup> of this month. These are wonderful opportunities if you are able to get to London (or Brisbane or Sydney) to sample some of the top personal development trainers in the world. Furthermore. we have been able to arrange free tickets for you!

See the events section below for booking details.

Akasha was opened by Bob Proctor, who talked energetically for several hours (he is 73). I would like to quote a small part of his talk below: -

"Your results are an expression of your level of awareness. But, how do you expand your level of awareness? Effective education combined with professional coaching - over a reasonable period of time will expand a person's level of awareness."

Absolutely :-)

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I am pleased to welcome John Sproson back is this week's contributor to Coaching Notes. Perhaps you would also like to submit an article?

Richard Winfield is founder of Brefi Group.

He coaches directors and boards in transition:

new and potential directors, effective boards,

mergers and acquisitions, corporate retreats,
change programmes.