Posts Tagged ‘John G. Miller’

Today’s post is a little bit of a challenge. I will briefly discuss a book entitled Outstanding: 47 Ways to Make Your Organization Exceptional by John G. Miller and yet this blog has been unremarkably silent over the last month and half or so. (Not outstanding in the least). But here’s to getting back in the swing of things.

This book is an excellent piece on making your company (whether it is composed of 1 employee or 1,000) better. It speaks to customer service and about how to treat employees and more. While the title specifically talks about an organization, realize that whether you work at the collegiate level with a big staff or if you cover high school football games by yourself on Friday night, you can benefit from reading this book.

Sometimes, I think that those in the field of Athletic Training and Fitness don’t place much emphasis on improving and polishing our “business skills”. Unfortunately, that is a huge mistake. Understanding the human body and the best evaluation strategies and evidence based treatment practices are extremely important, but understanding the principles that will impact your ability to deliver those services are equally important.

Here are a couple of excellent excerpts from the book that give a little insight into how poor business skills can impact service delivery:

Do people fire companies? Yes, they do! I just fired an airline I’ve flown for years, “ Steve continued. “Not just because they left me stranded again in Phoenix for the second time in a month but because of the attitude and actions of the employees. Not only did the people on the ground just say, “Sorry, that’s the best we can do’ while appearing not to care at all, but the attendants on the plane stood in the galley complaining about their own company and other flight attendants. So I fired them and won’t be flying them anymore.

And here is another one:

I entered a coffee and bagel shop one morning and ordered a salt bagel with cream cheese. As an afterthought, I added, “Oh, may I have my bagel toasted, please? Without looking up, the person helping me said, “We don’t toast bagels.” More out of curiosity than anything else, I said, “I’d think a lot of people would like their bagels toasted in the morning.” At that, he stopped his work mid-slice, looked at me, and said, “Sir, if I toasted your bagel, I’d have everybody in her wanting toasted bagels!” This made me wonder, Hmm, would it be so bad to have customers lined up out the door and down the block ready to trade their hard-earned cash for a toasted bagel? I think not!”

So if you have neglected improving your business and customer service skills, make sure you read this book. It is a quick and easy read and full of practical tips that will allow you to become OUTSTANDING!


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