Robin Jay LOVES Southwest Airlines: A Customer Service Story

If you’ve ever heard me speak, then you know that my favorite airline is Southwest (SWA). WHY? Because they offer the BEST Customer Service EVER! I speak on building relationships, making people feel special, and the entire customer service experience…and SWA gets it RIGHT!

Sure, a business lunch is great for accomplishing those goals, but we’re not always able to have lunch with clients. Sometimes, it’s the every day experiences that help to define your level of Customer Service.

I recently flew FIRST CLASS on another airline – only because I wanted a red-eye to Ohio. The much-aligned “Cattle Call” of Southwest (which I think is one of the most excellent, well-organized plans for boarding…in fact, many other airlines now copy SWA’s “line-up by number” plan), and subsequent in-flight service I’ve experienced with SWA has been consistently better than the so-called “First Class” service of this other airline!

But I particularly enjoy sharing a memorable experience I had on an SWA flight from LA to Las Vegas – after a VERY long day. I got up around 4AM to speak on The Art of the Business Lunch & Networking at a luncheon in Southern California. I flew in for the day….and by the time my presentation was over and I was at LAX, I just wanted to get home. Watch my video to see why I LOVE SWA!

Hybra Bluetooth ORB: Captain Kirk – Eat Your Heart Out!

AbsolutelyNew,Invention,Wireless,Bluetooth,Science+Technology,HybraTech,Hybra Advance Technology,finger phone,ring phone

MUST HAVE!!! I want an O.R.B. NOW!!!

My friend Phil Robertson, owner of Common Sense Consulting (Phil@PJRobertson.com), turned me on to this company whose new bluetooth product captivated him at the recent Consumer Electronics Show in Las Vegas.  Phil has great taste, as this product won the Consumer Electronics Show (CES) 2010 Best of Innovation winner in the wireless handsets accessories category.

If you believe in synchronicities, this story won’t surprise you. Phil heard from a friend today, Trish, who lives in Michigan. She asked him some questions about marketing. So, what was she up to? She works for this incredible company that is manufacturing the Bluetooth ORB – or “Orbital Ring Bluetooth,” pictured above. Yes…this is the exact same product that had Phil drooling last month.

Imagine this scene: I’m out to lunch with an important client. The ring on my finger actually starts to ring. I can view an “EInk” display that tells me who’s calling. I slip the ring off my finger and with a slight twist, the ring opens to an “S” shape and I set it on my ear and start talking. Okay – I admit I’m the one who said never talk on the phone during a business lunch….but C’mon!!! This is wild!!! What a conversation piece! I would love to get a call while at a networking event!

So – want to know more? According to the company’s site at www.Hybratech.com, here are some key details on the ORB:

ORB1 300x270 Hybra Bluetooth ORB: Captain Kirk   Eat Your Heart Out!

The ORB with Digital Read Out - MUST HAVE NOW!!

  • Harnesses bone conducting technology from NXT Sound to deliver high-quality sound without the discomfort of placing a device inside the ear.
  • Delivers Class 2 Bluetooth (~30-ft range) in multiple ring sizes.
  • Offers vibratory alerts of incoming calls and messages.
  • The base model features an E Ink display that shows caller ID, text messages and calendar reminders.
  • The deluxe edition features a FOLED (Flexible Organic Light Emitting Diode) screen for full-color display of caller ID, text messages and calendar reminders.

Hybra plans to start selling its first base model ORBs in early 2010, at a suggested retail price of $129 USD. (I’ll wait until I get MINE before telling them they are CRAZY! That is a DEAL!!!)

A deluxe edition is planned for launch later in 2010, at a suggested retail price of $175 USD. Limited edition models featuring decorative gemstones, to be priced based on the value of the gemstones, will also follow. Oh – this goes well beyond WANT – this is entering NEED!!! One of these gems with gemstones is better than Botox to put a happy glaze on your face!

Voice activation? Gemstones? Chic as all get out? Fitted to your finger? RING, RING, RING! I swear, I may start having myself paged. Kudos to Hybra – it’s about time someone invented something from the ground up. This Bluetooth device is innovative, chic, sexy, and will decimate the competition. We are used to paying $100 and up for a great Bluetooth product. Seriously, what’s a few more dollars?

I want one in EVERY color to match my wardrobe. But I’ll start with the silver. Holy smoke – what an era we live in! Do the toys get any better than this? Wii, GPS, smartphones, iPads…there is so much help to be had! The only thing I can’t figure out is why I’m STILL blogging at 9PM! Time for dinner. It’s a shame, though – I could go on about these ORBS for hours!!!

Thanks, Phil…you not only know marketing – but you know an amazing product when you see it! How exciting!

Is Breakfast the New Lunch?

starbucks logo Is Breakfast the New Lunch?

Coffee & Muffins: Faster & More Affordable than Lunch

Is breakfast the new lunch? ABSOLUTELY!

As “The Queen of the Business Lunch,” I ought to know; I personally hosted more than 3,000 client lunches while I was an advertising account executive and saw my sales increase by more than 2,000%. As many of you know, my tips and techniques for building business over meals was chronicled in my award-winning book, “The Art of the Business Lunch: Building Relationships Between 12 and 2″ which is currently in twelve languages. There is nothing as effective as breaking bread for getting to know a client, to learn more about their business, understand their needs, and find better ways to help them achieve their goals. Something magical happens when you are in a social setting, sharing food. But budgets have been busted, expense accounts annihilated, and time to savor sandwiches and conversation is at a premium!

I am recommending breakfast meetings as an effective way to break bread in this “new economy”!

There have been so many changes in business over the past few years that even though a business lunch would still be ideal, many professionals just don’t have the time for it anymore. Working mothers can’t spare an hour and a half out of their day since they have to pick up their kids at five o’clock. And executives with billable hours – like attorneys – have always had a hard time getting away for any length of time during the work day.

starbucks meeting Is Breakfast the New Lunch?

Getting a lot done over coffee

Meeting someone for coffee or breakfast at eight o’clock in the morning is a wonderful way to accomplish your relationship-building goals while saving time and money. It’s not apparent that you may be suggesting breakfast as a way of saving on your expense account. Instead, it will simply seem like a more efficient way to get together.

The pace of business has picked up incredibly over the past few years. Today people just don’t have time for long, languishing lunches. The 3-martini business lunch of the late ’60’s and early ’70’s – where lunch rolled right on into happy hour – is long gone. But most of us used to be able to get away long enough for a decent lunch.

In today’s business environment, however, people just have too much work to do. If the professionals with whom you do business still have time for lunch, I urge you to seize those precious hours in the middle of the day to take those clients out. The mid-day hours can become the most productive time of your day. But for those who either don’t have time themselves or whose clients don’t have any time to spare, breakfast done right can help you to achieve your traditional business lunch goals.

Traditional lunchtime goals are primarily about building relationships – and trust me….something absolutely magical happens over a meal. People let their guard down and they open up. You’ll discover information about their business that you would never learn in an office setting. And the more you know, the better you will be able to help your clients achieve their goals…and that is really what it’s all about. People prefer to do business with people they like, and there is no better way to get to know someone than by sharing a meal with them. And if you don’t have time or the budget for a high-end lunch, then breakfast is the next best way to build relationships.

I recommend meeting at a Starbucks or neighborhood coffee shop for morning meetings. Meeting over lattes and muffins doesn’t just help you to save a bundle on meals, but it also assures that you’ll get that quality “face time” that is essential to business success. It’s a lot like working out. A lot can happen during your day to sabotage a planned after-work visit to the gym. Your friends might want to meet for happy hour or you might end up having to work late. Anyone who works out regularly will tell you that getting their workout done and out of the way first thing in the morning is the best way to succeed.

Scheduling breakfast meetings can have the same advantage; by getting together with clients before their regular day begins, you have little chance of things coming up that might interfere or cause them to reschedule. Just because you’re busy doesn’t mean you can drop the ball on connecting with clients. Networking breakfasts are also an outstanding way to get in front of many people at once. Mornings have never been better for building profitable, productive business relationships.”

What do you think? Have you tried substituting breakfast meetings for long lunch meetings? Are you saving a bundle? And have you been able to accomplish the same goals?

Client Lunch as a Christmas Present?

What do you get the person who has everything? My recommendation is to take them to lunch or dinner. The best part of that, (though it is a wee bit selfish), is that you get to enjoy your friends or clients and a great meal, all in the name of Season’s Greetings! Seriously, it’s one of my favorite things to do, and the holiday season provides the perfect excuse to get together with clients who are otherwise too busy to break free.

Everyone has their guard down this time of year, which could make this the perfect time to get someone out who typically is “too busy” to go to lunch. Imagine how far a little twist of the arm could go!

Lunch & Golf - Great Christmas Gift Combo!

Lunch & Golf - Great Christmas Gift Combo!

Don’t make it about business, either. Simply seize this opportunity to treat your clients well, make it about them, and possibly, if the mood is right, discover ways you can help them with their business this year.

And if you’re in a warm climate, make it a round of golf and lunch. Talk about building relationships! Nothing is better than this One-Two punch! :)

The best part of a client lunch is that it hardly seems like work, yet it can easily become the MOST PRODUCTIVE PART OF YOUR DAY!

The $25,000 Lunch Blunder

Think your behavior at a business lunch doesn’t matter? I just read a blog from Joel Comm about a consultant who just lost a $25,000 consulting gig because even though the consultant did the inviting, he failed to pick up the check. Hmmm, how can I say this even more plainly than I have in the past?

WHOEVER DOES THE INVITING PICKS UP THE CHECK!

If you did the inviting, this is YOURS!

If you did the inviting, this is YOURS!

Seriously – it’s THAT simple; no exceptions! What I loved most about Joel’s blog was the fact that the consultant actually had a shot at getting Joel’s business – and he blew it because of his lunch behavior! AND I especially loved that this post received more than 65 PASSIONATE responses – mostly from those who understand the IMPORTANCE of a business lunch done right! KUDOS to all! :)

And here’s a second tip: Two for the price of one….

NEVER EVER pay for a business lunch with CASH!

Slip your credit card to your server discreetly

Slip your credit card to your server discreetly

“Why?” you ask? Let me ask you this – when you are out with a friend and they grab the check and say, “I’ve got it,” don’t you ALWAYS offer to at least “get the tip”? That will also be your client’s reaction. A credit card is not just authoritative, but you will be able to hand it to your server as soon as you are seated (or WHILE you are being seated) to avoid that awkward moment or fight when the check finally comes. It will have already be handled, tip and all, if you planned ahead.

Build Better Business Relationships to Reach 2010 Goals!

If you’re wondering how you’re going to reach your 2010 goals, I recommend working on your relationship-building skills. My original “Claim to Fame” was that I had personally hosted more than 3,000 client lunches and I saw my sales increase by more than 2,000%! That’s really a conservative estimate.

It’s critically important that you first understand the IMPORTANCE of building relationships for business, then you need to understand the best ways to DO this. I want to help you reach your goals, so I will be sharing tips and techniques in this blog to help you understand the “why” and accomplish the “how.”

Loving Lunch with Wally "Famous Amos"

Loving Lunch with Wally "Famous Amos"

Famous Amos, the cookie man, said, “Picture everyone with M.M.F.S. on their forehead…. it stands for: Make Me Feel Special.” Think about how different your day would be if you did that with everyone you meet today – making the most of your quality Face 2 Face time. You would start to feel a positive energy coming back to you. People would start to go out of their way to help you achieve your goals simply because they love how they feel when they are with you. Making others feel SPECIAL is the most important key to building solid, productive relationships.

Try it for just today – make everyone you talk to – in person, e-mail, or on the phone, feel as if they are the most important person in the world….because they really are.

Client Lunches: When You Just Don't Have the TIME!

I did a radio interview this week with Smokie Sizemore. Smokie runs the Smart Woman’s Club – and she is a real spitfire!

I had a question from a caller – Lena. Her question was one that I’ve heard before and you might have wondered about it as well, so I wanted to share my answer here to help those of you who can relate. Lena lives outside of New York City. Her complaint was one that I have about business lunches too, now that I work from home.

Lena said that taking clients to lunch has become a colossal time consumer! As important as it is to get in that quality FACE TIME, she found that a business lunch can cost her up to FOUR hours – between getting ready, drive time into the city and back, and following up. Lena – I couldn’t agree with you more! I used to advocate attending at least FIVE social events a week with clients, and that holds true today – IF You are already out and about!

Make Time to Break Bread!

Make Time to Break Bread!

When I was in sales, I was dressed, at my desk, and ready to go each day by 8:30AM. Even if lunch took FOREVER, (as with my old FAVORITE – a 2-hour lunch), it only took those TWO HOURS out of my day! No big deal…especially when that time was SO PRODUCTIVE!

Now, working from home, I often find myself working late at night….sometimes even well past midnight. By 8:30 the next morning, I’m up and at my desk, but I’m hardly dressed for a meeting. My friend, Judy Owen, asked me what the heck I meant when I would decline invitations for lunch on the Las Vegas Strip saying, “I just don’t want to come into town today.” She was puzzled because I only live about 15 minutes from the strip.

I explained to Judy that by the time I get READY (hair shampooed and set or flat-ironed, dressed, etc.) and drive there and back, I’ll have been away from my desk for TWO HOURS! And that’s not even counting LUNCH!

As you can see, I fully appreciated Lena’s lament. Yes, Lena, lunch in town – especially when you work from a home office – can easily become an ALL DAY EVENT! So what’s the solution?

DEVOTE ONE DAY A WEEK to meetings “in the city,” regardless of where you live. If you work from home, dedicate one day each week to being away from your desk. With the right planning and a smart phone, this can become your most productive day ever!

Start with an 8 or 8:30 breakfast meeting. Schedule a 10AM meeting at Starbucks or a coffee shop near your 10AM client’s office. Make your first lunch meeting around 11:30. Order soup. Next lunch? 1PM. Have some fish or salad. By 2:30, it will be time for SOMEONE’S coffee break, so suggest that you meet that person near their office. In ONE DAY, you can gain a WEEK’S worth of quality FACE TIME!

Then, as you return to your home office, kick off the painful, 3″ heels and slip back into your comfortable slacks or sweats. :) Relax. You had a big, productive day and you didn’t waste a single minute!

We just can’t afford to sacrifice that all-important FACE TIME. And that is truer now more than ever before. PEOPLE PREFER TO DO BUSINESS WITH PEOPLE THEY LIKE – and there is no better way to get to know someone than by sharing a meal….breaking bread with them. (even if that is simply a biscotti at Starbucks!) Don’t pass on the chance to meet and greet with clients. Try this. Let me know how it works for you!