Guest Blog: Create Amazing Impacts with 15 Minutes and 15 Dollars or Less
This week on our Friends on Friday guest blog post my colleague, Andy Masters, shares a story that demonstrates the importance of doing a little something extra for someone with very little effort and time. I love this story and I think you will too! – Shep Hyken
There is a principle I want to share from my keynote program: “Kiss Your Customer: Why Sales & Service Are Just Like Dating & Relationships.” It’s a concept called “15 MINUTES OR LESS/15 DOLLARS OR LESS.” This principle illustrates that each of us can make an amazing impact on someone’s life today, using just 15 minutes or less of our time, and 15 dollars or less of our money.
I once presented at an event hosted by one of the University of Michigan campuses, and enjoyed dinner with my client after the program. During casual conversation while deciding what to order, Marilyn mentioned she “goes hog-wild” for A&W Root Beer. Good thing she didn’t say Dom Perignon, since dinner was on me.
I made a mental note of her affinity for A&W Root Beer, and pondered a few alternatives on my flight back. When I arrived home, I jumped online for less than 15 minutes and ordered a case of A&W Root Beer for less than $15.00, which was delivered to Marilyn’s home address within three days. Pretty cool. The moral of the story?
I was re-booked there the following year, right?
Ehhhhh…..no.
I was referred to a colleague who booked me the following year, right?
Ehhhhh…..no.
In fact, over three years went by, and I didn’t hear anything from Marilyn.
Sad. But I was used to that from women.
Until one day, I received a phone call.
Marilyn: “Andy…Hi—It’s Marilyn from up in Michigan, do you remember me?”
Andy: “Sure I remember you, Marilyn. How are you doing?”
Marilyn: “I’m great! Hey, I wanted to tell you that I’m so sorry I hadn’t kept in touch. You’re not going to believe this, but, the very next day after your program…well, I quit my job! I’m doing something completely different now. But, guess what….?”
Andy: “What?”
Marilyn: “I just became chair of the planning committee for our upcoming conference, and we’d love for you to be our keynote speaker. Are you available on August 23rd?”
Andy: “Yes…that sounds great. Would love to do it!”
After that program I presented on August 23rd, Marilyn and I again enjoyed dinner together. I asked her a question.
Andy: “So, Marilyn, I have to ask…After three years, what made you decide to track me down to present this program for you?”
Marilyn: “Sure, Andy. I’ve been waiting three years to tell you this. You know, I love your program. You’re really a great speaker. But, there are plenty of other great speakers out there who also present great programs, as well. Do you remember that case of A&W Root Beer you shipped to my home?”
Andy: “Sure…absolutely.”
Marilyn: “Andy, do you know I still have ONE CAN of that A&W Root Beer in my refrigerator, that I show my friends and family when they come over? That was the greatest gesture anyone has ever done for me when it wasn’t my birthday, or I wasn’t dating them at the time.”
Wow! As great as we think we are at what we do, there is another person, or another company, who can probably perform the same function or service just as well as we can, for about the same price. So, what makes the difference?
The little things. The little things which take 15 minutes or less, and 15 dollars or less. What an amazing investment of so little time, and so little money. I am on a personal crusade against the excuse of: “We just don’t have the time or money around here for those sorts of things right now.”
Wrong. We should always have 15 minutes or less, and 15 dollars or less, to spend on the most important people in our life and career. Fifteen minutes per day is just 1/100th of our time.
So, what amazing impact can you make today with your special client, significant other, employee, or new contact, using just 15 minutes or less and 15 dollars or less?
Andy Masters, MA, CSP is author of the award-winning book “Kiss Your Customer: 77 Reasons Why Sales & Service Are Just Like Dating & Relationships,” and presents entertaining programs on leadership, sales/service and personal development topics. Visit Andy-Masters.com or email Andy@Andy-Masters.com for books and schedule availability.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.
Read Shep’s latest Forbes Article: How AI (Artificial Intelligence) Creates A Better Customer Experience
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