Do you read?
Having a book and not reading it is no better than a person who can't read.
Category Archives: Uncategorized
Warranty/RMA’s (Return Material Authorization). Necessary – But – Really Bad!
Sometimes we make customers mad and don't even know how bad we have treated them!
Causing and/or allowing defective material to leave your facility can and usually does require Warranty/RMA – Return material authorization. To me RMA is the black mark of black marks when viewing total customer service and satisfaction.
I started my career in the world of customer service, dealing with Warranty/RMA – return material authorization processes. After several years of building and working in warranty and RMA departments I found myself being very good at dealing with mad upset customers. After many years, I have decided that returns are the worst form of customer service possible.
Customers buy with trust that the product purchased was useable, not to be returned. A perception of a companies on-time delivery, reasonable pricing, great reliable products and great supplier company — “Can be gone or at least damaged”.
As I grew through the Warranty/RMA system, I wrote procedures, built departmental space, created budgets and hired personnel. Years ago as is today this is a necessary evil. However, after much thought and reflection I have concluded that this department and procedure should be continuously monitored and reviewed by top management.
After buying and operating my own company in 1997 I decided that even though I needed a Warranty/RMA department and system, it should be diligently watched and monitored. I set up metrics to watch and be notified of any returns on a daily basis.
Many companies know the reality of having the Warranty/RMA service. Many, especially larger companies I have worked for never really monitored the process – they set up the department and took it as a fact-of life, put it in the back room and ignore.
I believe this was part of the nucleus for my start on the “LEAN JOURNEY”. I now own another company and we have begun lean thinking — I am definitely watching and doing all that I can to stop and/or keep returns as close to zero as possible.
Remember, Warranty/RMA's (Return Material Authorization), Necessary – but – Really Bad!
Good Selling / Bad Selling!
Some years ago, I had possibly the best Receptionist/Gatekeeper in business, she understood and could stop none essential sales people from getting through. One day our Receptionist/Gatekeeper brought me a package. It had been hand delivered.
In the package was a T Shirt from my alma mater — Indiana Institute of Technology, and a note from the salesman requesting an appointment, and comment that he hoped I appreciated his effort to get my school T shirt. He said he would call in a few days.
I graduated from IIT in 1973 with a Bachelor of Science in Mechanical Engineering, the idea that this salesman had gone to the trouble to get me the shirt was unique and I liked his style.
At that time I instructed our receptionist/gatekeeper that I was impressed by this salesperson and that when he calls I will take the call. After a little research on his company, I was pretty sure I would not need his services. However, I would listen to him and then if possible direct him to a referral.
He never called!
How many times have you had seemingly good salespeople just not follow through?
Good selling or bad selling?
Goals 2nd quarter 2015!
We have worked with and talked with many companies and individuals during the past several years, about GOAL setting for business and personal.
Our current intent is to talk with and coach businesses and individuals to maximize GOAL setting benefits and accomplish more throughout the year.
Using sales people as and example, we notice much GOAL setting and high expectations at the beginning of the year and many GOALS become not existent or ignored by end of first quarter.
Here we are almost half way through 2nd quarter — How are you doing on your GOALS and accomplishments.
Let us know your thoughts and ideas.
Would you like to see our GOAL tracking and coaching newsletter? Sign up!
First quarter of 2015 is complete, in less than 2 weeks!
Help us understand your first 25% of this year 2015. Pick one of your goals for this year and tell us how you are doing — Ahead or Behind!
(As an example — I have several goals, one of which is to read 10 pages per day for all 365 days this year a total of 3,650 pages which would be approximately 12 books if each book averages 300 pages. That means I need read over 900 pages to make the first quarter goal — as of now I have read 1,049 pages — I am ahead of my goal!)
Want help on envisioning and setting goals read:
Half way through first quarter — Are you measuring your 2015 goal progress?
Are you measuring your 2015 goal progress?
Remember “A Journey of 1,000 miles begins with one step.” — Ancient Chinese Proverb.
Watch the motivational movie and read the book 212 degrees (See our page — Personal Lifestyle Books).
Join us in discussion, give us your thoughts and comments.
5 Things to keep your goals moving for 2015!
1. Make sure you have goals written down and easy to find.
2. Look at your goals daily.
3. Make time to work on goals daily, even if you only spend a few minutes.
4. If a goal seems to hard revise it. Look at smaller parts of the goal to work on.
5. Never give up — Make 2015 the best year yet!
Remember “the secret of getting ahead is getting started. The secret of getting started is breaking you complex, overwhelming tasks into small, manageable tasks, and then starting on the first one.” – Mark Twain, Celebrated American author and Humorist
Look at our book page — Give us your comments!
95% of New Year Resolutions/Goals/”Gonna-Do’s” are broken!
Let's talk about this — Are you in the 99% broken New Year Resolutions/Goals/”Gonna-Do's” that are broken?
Is it easier to quit and ignore our goals? Or would it be better for us to have a coach/mentor/friend/relative who keeps us going?
We don't need badgering we need encouragement!
Give us your comments. We are ready to assist.
Have a really great 2015!
It’s easy not to do the easy things!
A famous business guru Jim Rohn said “It's easy not to do the easy things!”
You have written your goals and plans for 2015. Some goals and plans are easy some are harder. Do you have a measurement system to follow your progress? Half way through January are you measuring?
Would it be easier not to read this Blog and not keep moving forward on your goals and plans for the year? Or do you want to hear us tell you to keep moving?
Send your comments to us! What do you think about measurement and making this a memorable year 2015!
Comment below!
Have a great year 2015!
First quarter 2015 is underway —- already 10 days in!
Are you working on the important aspects of your life? Are you going after your new resolutions and goals?
We need be aggressive — NOW — in the first quarter. Get a good run on the year NOW!
Let us know your starting results. Send your comments and progress in the comments below. Can we help spur you along?
Have a great 2015!