Morning Team
Happy Monday!
After another busy week, here’s a few thoughts of what was going on in my world last week:
What I LEARNED
I don’t know about you, but I find customer service in the retail industry can be really hit and miss. The one constant high performer that always stands out however is Amazon. Having worked at Amazon previously I know how much they value putting customers first and going above and beyond to delight them. It amazes me that other businesses, don’t seem to be able to replicate this same passion for delighting customers. I wanted to share this example I experienced last week, as it can sometimes be the most simplest things that make the biggest differences when servicing clients:
I’ve been an avid listener of Audible audiobooks for a number of years now, but since the pandemic I’ve struggled to find the time to listen to them all every month due to not travelling. I contacted Audible customer services last week to try to cancel my subscription, but rather than cancel that said they understood my circumstances, and rather than cancel they would pause my subscription for 3 months (great tactic as they keep me as a paid customer for future revenue), and they also noticed that I had a number of credits still left to use. With the credits I have left, they analyzed my library of audiobooks proactively, and then provided some personal recommendations of audiobooks I might like for when I have time in the future to start listening again, which I’ve now gone on and downloaded to listen to. Needless to say I will be keeping my subscription with Audible.
The power of great customer service cannot be underestimated.
What I LIKED
Last week I listened to this interesting podcast with a hostage negotiator, which was all about the art of negotiation. What I learned from this, and many other self-development podcasts and training sessions that I have attended recently, is how important the art of listening is. I’ve really tried to make an effort to listen and observe as intently as possible in every meeting now, and what I’ve observed is the amount of conversations I have been in last week where people don’t listen and feel the need to interject constantly to be heard. Try it in some of your meetings this week to see if you experience something similar? This is the Youtube edition but you can download the podcast from any good podcast app you use:
Music to kick start your week
Given the success of the England Football Team over the weekend, I wanted to put your minds at rest that I’m not going to subject you to listening to ‘Its coming home’ as that would just be wrong! What I thought I would share is one of my favourite pieces of opera, that does take me back to 1990 when I can recall having my first proper memories of a World Cup, Italia ’90. This song always gives me goose bumps and one day I would love to get dressed up and watch a live Italian Opera. Until then, I’ll just watch YouTubeJ
Final thought:
Feedback is a gift, and I’m always trying to improve or understand what’s working and what’s not. Please leave any constructive feedback that you feel can help me improve or continue with what’s working.
Thank you for reading and I hope that you have a successful and fulfilling day.
Monday Morning Musings 
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