Vol. #8  Issue #55

 November 2010

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Welcome to Your New OnPoint!


It's Time for Service and Giving!

As we approach the season of giving and service, Joy and I would like to say thank you to all of the valued subscribers of OnPoint.  We appreciate your loyalty and we hope that you received value from our articles and learning resources throughout the years.

Please realize that, as individuals, we can make a difference in our lives, our organizations, and in our communities by giving and providing excellent service to others.  You can give your time to show another how to do a task or you can provide service to a customer who is really having a problem.   

The point is that we can all make a difference with very little effort.  Please take the time to read the following articles and think about how you can be a leader in your organization by giving and providing service.

Create a Great, Safe, and Happy Thanksgiving!

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Ed Sykes & Joy Fisher-Sykes

Editor: Ms. Pat House


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The Sykes Group
2476-115 Nimmo Parkway #196
Virginia Beach, VA  23456
Phone: 757-427-7032
Fax: 757-427-0929


Email: onpoint@thesykesgrp.com

URL: http://www.thesykesgrp.com


Featured Article:  

Leadership Starts With Giving:  Three Secrets to Attracting More Success in Your Life by Making a Difference

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Bonus Article

Customer Service Starts with a Can Do Attitude:  Five Secrets to Winning, Creating Repeat Customers

Quote of the Day

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Featured Article:

Leadership Starts With Giving:  Three Secrets to Attracting More Success in Your Life by Making a Difference

By Ed Sykes


Leadership starts by giving. The more we share with others, the more we make a difference in our businesses, our careers, and our communities.  Let me share the following leadership story of making a difference:

Joy had just finished a successful women’s leadership presentation for an organization.  She stopped at the local mall.  As she opened the door, she noticed a twenty dollar bill on the ground.  She looked around and picked up the bill and called me to share her exciting find.  She asked me what we should do with it since no one was apparently looking for the bill, and I suggested she bring the bill home and we could discuss it.

That night, we debated about what we should do with our good fortune.  We agreed that we could not keep it since we gained it at the expense of someone else’s bad fortune.

Then the answer came to us.  One of our favorite television programs mentioned that the free healthcare program they help sponsor was short of their financial goals for an free health clinic they were holding in New Orleans on the anniversary of Hurricane Katrina by $300,000.  This was our solution!  We went online to the organization’s website and donated twenty dollars to their cause.

Well, soon after we heard that the organization was able to meet their financial goals, due to thousands of small contributions, and hold the free health clinic for two days, helping thousands of patients with their health needs.  Some patients were able to find out that they did have health challenges, some life threatening, while at the free health clinic.

I share this story to illustrate the power of the leader within us.  We are all leaders, and we can make a difference in our lives by giving more.  The following are three leadership secrets to being more successful by giving more:

         Opportunities to Give are All Around Us

There are opportunities to give all around us.  Open your “giving senses” to the opportunities that are available.  Giving doesn’t always mean donating money.  Volunteer and give your time and expertise, which could be just as important.  If you are at work, leadership starts by sharing your knowledge with new employees.   In your community, share your time, money, and/or expertise with community or sports groups.  One of our favorites is the American Cancer Society.


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Bonus Article

Customer Service Starts with a Can Do Attitude:  Five Secrets to Winning, Creating Repeat Customers

Let me share with you the following customer service story on how you can outperform your competition and win customers every day.

On our road trips to New Jersey to facilitate a motivation program for a client, Joy and I make it a habit to order food from a particular fast food restaurant.  Although the food is not nutritious, it tastes good and is so famous that there was a movie made about the adventures of two people searching for this restaurant (Hint:  Harold and Kumar are the two main characters). 

During a recent road trip, as we approached the restaurant, we noticed that the lights were out in several of the businesses leading up to it.   Nearing the front door of the restaurant, we noticed a sign that read “Restaurant Closed Due to Power Outage.  Sorry for the Inconvenience.”  Well, we were not to be denied.  We hopped back into the car and drove up to the drive through window and tapped on it.  We asked what happened, and the restaurant employee apologized for the inconvenience and explained that a storm had come through the area and knocked out power in their business and they were in the process of bringing power back up.

We explained that we drove many miles and make it a habit to frequent their restaurant when in the area and asked if they could do anything for us.  With a smile, she turned to her co-workers to get agreement on what they could do as a team and then explained, without hesitation, shared the following: 

         “We have one burner up and running so we can make any type of hamburger for you.  What would you like?

         “Our shake machine is still frosty so we can give you free milk shakes, on the house, for your inconvenience”

         “Our fryer is up so we can make fries or onion rings for you, which would you like?

We were delighted with the service as the employees quickly and cheerfully put together our order.  She could have taken a “can’t do” attitude and not answered our knocks on the window or told us they were closed. She could have used the storm damage as an excuse not to serve us.  But instead, she displayed a “can do” attitude for creating and winning customers no matter what the situation. 

Whether you work in a restaurant or office environment, serve internal or external customers, or work in an environment that expects results, the following are five essential secrets to developing a “can do” customer service attitude and creating repeat customers:

  1. Take Ownership for the Customer Service Challenge

When you are presented with the opportunity to give customer service, take ownership for creating the best solution for that situation.  Instead of saying, “It’s not my job,” say “Lets see how we can help you” or “Let me connect you with the person who can help you.”  Your responsibility for providing outstanding customer service doesn’t stop until you provide the service or the person you directed the customer to provides the service.  Take ownership for great customer service.

Note:  If you hand the customer off to another person to service them, go the extra step and follow up with the customer to make sure they received an outstanding customer service experience.

  ...Read the rest of this article and additional customer service resources



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Quote of the Day

“That which you cannot give away, you do not possess.  It possesses you.”

Ivern Ball

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Ed Sykes (esykes@thesykesgrp.com) and Joy Fisher-Sykes (jfsykes@thesykesgrp.com)

The Sykes Group

2479-115 Nimmo Parkway - #196

Virginia Beach, VA 23456


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