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TomBoleware Inner circle Hattiesburg, Ms 3163 Posts |
Kyle, you & Jim saying they’re lazy people out there?
Most often it is those little things that’s remembered the longest. I hired a carpenter do some work one time. He did a good job, but was a little sloppy with the clean up stuff. Moved things about, left things laying around, etc. No big deal to me, and I never complained. Later I used another carpenter. He did a good job, but what really stood out to me was that after he finished, he went out of the way to clean everything up, do a little extra, etc. Even came and got me to inspect the clean up part. Then even after getting paid, he went back again to re-check everything. Now the next time I needed work to be done, which one do you think I called? They both did a good job, but the second one did more than was expected. He was remembered and deserved the call. Another example: I had some trouble with a new swimming pool one time. After having a crew out to fix it, the company owner comes by checking things out and sees a couple of screws loose. He takes off his coat, gets a screwdriver and tightens them up. Here is a millionaire working on my pool, getting his hands dirty. He could have showed his power by calling the crew back, but old habits are hard to break. When a little something needs to be done, you do it without thinking. I agree, these little things come from habit, and we do them without thinking. Successful people don’t do them just to impress the scorekeeper, they do them out of habit. What most people don’t understand is, the scorekeeper only keeps score when your not watching him. Many people go into business for themselves (shows or whatever)to do less work, the fact is lazy business people rarely move forward. Get up early one morning and ride around town, it won’t be odd to see a bank president pick up trash as he walks across the parking lot, or a high paid manager sweeping the sidewalk. They never get to big to do the little things. Besides, the habit is hard to break. Tom
The Daycare Magician Book
https://www.vanishingincmagic.com/amazekids/the-daycare-magician/ My Blog - https://boleware.blogspot.com/ |
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magic4u02 Eternal Order Philadelphia, PA 15110 Posts |
Tom: Great stuff my friend. I never thought this one little post would end up in such a really great topic and such great sharing. I am really enjoying reading all of the posts here and the contributions. It really is a wealth of information and tips on how anyone can change the way they do things to better themselves and their magic business.
I guess it really comes down to all the little things you do that a client can really see. Your carpenter story really hit home with me and sums it up quite nicely. Both did a great job, but you as a client remembered all the little things the second guy did and that made a lasting impression on you. It is funny how you said that the one guy cleaned up and such. I just realized I do that at every single performance I do and never once stopped to think that I continue to do that to this day. It has become habit for me. I always leave a place in the same way as I saw it when I got there. If I move a table then I place that table back. If I make a mess with any of my stuff or even from stuff I give the kids, you will always see me picking up the trash afterwards. When I stop to think about it, there are so many things I do at every performance that have become a habit or a trait of mine that we just do naturally. It really is true that a client will remember you for all thelittle things you do for them. Kyle
Kyle Peron
http://www.kylekellymagic.com Entertainers Product Site http://kpmagicproducts.com Join Our Facebook Fan Page at http://facebook.com/perondesign |
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Jim Snack Inner circle 1338 Posts |
That's great Kyle. One rule I've always followed since my days as a stage manager is to leave the stage in the same or better condition than I found it. The stage manager is the first to arrive and the last to leave, and that's pretty much how I still approach each engagement. Also, I always thank the tech crew before leaving and, oh yes, leave a tip in the hotel room for the houskeeper.
Jim |
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magic4u02 Eternal Order Philadelphia, PA 15110 Posts |
Aww yes indeed. I always shake the hands of the tech crews iwork with and I personally thank everyone at the festivals I perform at. People are shocked that a performer would do that but I am not like most performers. I want to show these people that I appreciate their helping me as it makes my job so much easier to do.
Kyle
Kyle Peron
http://www.kylekellymagic.com Entertainers Product Site http://kpmagicproducts.com Join Our Facebook Fan Page at http://facebook.com/perondesign |
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RandyStewart Inner circle Texas (USA) 1989 Posts |
I'm glad ya'll made observation in the 'go the extra mile' attitude of some people. Tom, your comments on those who've worked for you, both good and bad, make the point well. I like your example of both carpenters doing a great job but one going the extra mile. Jim and Kyle, your comments on how you treat and work with others is noted.
Kyle's (going above and beyond and establishing and nurturing the right relationships, solving the client's problems and making THEM the star, ) Jim's (showing up early and not to mention a pro delivery of course) I'm not sure if its so unfortunate as it is a simple reality that these and so many other great qualities are found in very few people. Ever notice, in any situation what percentage of the people are doing the REAL work? And if you look closer, you'll find a smaller percentage, virtually nill, who display the qualities you fellows talked about above. This arrangement works well for those who 'go above and beyond' as they more often than not, reap the benefits we've seen even in this short discussion. Most importantly tap into a resource of ongoing benefits. Shhhh! don't tell anyone about it. As a member, I notice how small the 'go above and beyond' club is and know who isn't interested as they fall away when there is one more little detail that can be handled for the client. Jim showed an awesome example of what he did for the hospital group - man talking about watching the client's back! I'd have that guy back in a heartbeat. Often people will utter the words 'What goes around comes around' or 'You reap what you sowe' in addressing a negative situation. It also works for the positive. If I threaten you with 'What goes around comes around', Relax...I'm talking about some good stuff ahead. |
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RandyStewart Inner circle Texas (USA) 1989 Posts |
I just got news today regarding the lack of progress on some custom work I'm having done for my act. Tom, in this thread, talked about two carpenters doing a great job but one going the extra mile and shining above the others. Good examples for sure.
In dealing with a carpenter who came highly recommended (sometimes listening to friends and family isn't the best thing) and I was OK with him doing the work according to the simple dimensions I drew on paper. When I took these drawings to him 12 days ago (I shudder to think of the wasted time here) he was quick to say yes to everything. We agreed on a price and materials. I even had the materials delivered to him after agreeing to his initial quote. Anything to make things easy on him. We agreed on two weeks production time. I stopped in today and found he was out for the day. In talking to one of the workers I found no one had a clue what I was referring to in regards to my order. Suddenly I noticed across the room the very materials I had delivered and upon taking a closer look found it was mine including the drawings. The project hadn't even been started. I later got a hold of him and asked what the hold up was. He explained he was just swamped with business, get this, said he MEANT to call me to inform me that he wouldn't be able to do the work, at least for another "couple 'o weeks".... Could an important rule in business have been violated here? The one that states: UNDERPROMISE AND OVERDELIVER Had he been aware of that rule, he would of taken the work (workload permitting only!), agreed to the production date, and although not necessary might of called a day or two early to say it was done. Hey, even if he called to ask for just a couple of more days to do the job right I would of been happy. What I got with his verbal commitment and a handshake was 12 days of nothing done and not even a phone call to say they couldn't begin the project in a reasonable amount of time. Nothing - Zip.... Well it gets better now. With the project not started I had all the materials at his shop. I paid a neighbor's son with a pickup truck to go get the stuff as it was too heavy and too bulky to fit in the car. He returned with the materials alright. Some of it heavily scratched (don’t even want to tell you the type of wood or money I spent on it). So, biting my lip, I told the boy everything was OK and it wasn't his fault (could of strangled him) and paid him. The woodwork still not started and desired materials shot to hell. Brother in law was quick to open his mouth about someone he knows who could sand them down and re-stain the wood. Of course he also recommended this guy who never got around to starting this committed project. I thanked him but told him I had someone else in mind. So tomorrow I head off to the city again to find someone who claims to be a 'master carpenter' to get the work done. I will walk in with an actual calendar and materials in the back of that boy's pickup truck. I will mark off the agreed date between us on the calendar and put their name in that little box as they watch. This of course will only be done with the 'master carpenter' who agrees to get the darn thing done within the next 5-6 days and no more. I'm sure these independents love to take on new business while attending to existing customers but there is a hazard in taking on more than you can handle. The independent also has to realize that each individual customer could care less about the other customer's needs and special orders. I personally don't care about his other work as much as I care to get mine done to my specs. He could sit there all day and blame the existing huge workload. But why is it there and as overwhelming as it is today? Because he made it so. I'm actually very easy to work with and can be very flexible with production times as I give myself plenty of time to have the work done. Furthermore I know what its like to be on a waiting list. Several manufacturers operate this way. Take for example 'The House of Fakini' maker of the world class manipulating balls. If for whatever reason you need Mr. Fakini to custom make the balls to your specs then you surely go on a waiting list. And YOU WILL WAIT UNTIL HE'S DONE - PERIOD! Everyone understands that and has no problem with it. One Café member waited 3 months for a custom job to be completed by Fakini. That was OK with him as he knew ahead of time that it would be weeks before he could get around to it. Heck, if you're lucky enough to get him to do something for you it's an honor. This however, was not a waiting list as much as it was taking on more than he could handle. That was enough to disappoint me but the added damage to materials because I hired other than a professional just ticked me off. Well I still haven't received a phone call with apology from this said 'master carpenter' that came so highly recommended. And I don't really expect one. Just an all around sorry experience. Now, in connection with the $100 tip that started this thread, I had put $100.00 tip in an envelope with his name and dropped into my desk for that completion date. Guess I get to keep it. |
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TomBoleware Inner circle Hattiesburg, Ms 3163 Posts |
Randy, the reason I’m rich today is, I kept all those tips that I was unable to give out.
Great story and another good example of how hard it is to find someone to just do the job, must less someone that will do a little extra. Good luck with getting the job done. Often times business people forget that customers are people. They become job number 1019. They become to busy with other customers to help the people. They forget that the people is the business. They make no effort to get along with them, must less to please them. I think Roosevelt probably said it best, "The most important single ingredient in the formula of success is knowing how to get along with people." It doesn’t matter if your selling lumber, popcorn, or a magic show, without other people, you’re out of business. The customer is never asking to much when they say, treat me like a person. Tom
The Daycare Magician Book
https://www.vanishingincmagic.com/amazekids/the-daycare-magician/ My Blog - https://boleware.blogspot.com/ |
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magic4u02 Eternal Order Philadelphia, PA 15110 Posts |
I think that is a key point there Tom. I think a lot of folks treat their client as if they are a nonhuman entity. I feel and see too many people treat a client as thet would a sheet of paper. They forget that they are human and have the same wants and desires for success as we do. if we can remember this, then we can go the extra mile to solve their problems for them and to treat them with respect so that they in turn will share the same respect back. Whenever I am done a performance, I do not want the client seeing me as magician X,Y or Z. I want them remembering that Kyle Peron gave 100% effort to make their event a total success.
Kyle
Kyle Peron
http://www.kylekellymagic.com Entertainers Product Site http://kpmagicproducts.com Join Our Facebook Fan Page at http://facebook.com/perondesign |
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RandyStewart Inner circle Texas (USA) 1989 Posts |
Here ya go guys. Talking about putting the customer's needs right upfront and responding to them. I met with a carpenter this morning and told him what I needed. He chuckled and said he had never built anything for a magic act but said he'd be happy to show me work he's done for luxury homes and a variety of custom wood work ranging from gun cabinets to jewelery boxes. This project is actually simple but just need someone to do the darn thing! Hehehehe.
This guy heard me out as I explained the dimensions and function of the work to be done. He said he fully understood and then pleased me when he said he didn't know anything about magic but he could make some recommendations regarding the woodwork. I asked him to please do so. First he suggested a different type of wood for two reasons. The first was overall weight to facilitate easier transport and shipping but long lasting. Then he suggested some modifications to the overall design of the tables! This showed me he actually listened because he referred to a couple of very important functions that I only briefly mentioned. His overall recommendation would make for tables that set up much faster with less parts and still serve the overall purpose! Oh he wasn't done there! He said it was too bad I had spent money on the existing material but offered to buy it from me at a reduced price of course! Wow! We both win there as he'll obviously be able to use it on other projects at a profit and I'm not stuck with the material in the garage or having to throw it away at a total loss. He further showed me he was paying attention to what I sought when he said he was comitted through this Thursday. He said my project would take him a full day but wanted two days incase he needed the extra time. Is this guy neat or what? He said that would put the project into Saturday evening and is closed on Sunday. So Monday morning would be the earliest pickup date. He also offered delivery of the finished product for X dollars within a 30 mile radius! Unlike the other carpenter, he required half down which I gladly paid. Actually with a couple of his modifications which were in fact improvements, the cost is slightly higher than the last estimate but is not an issue with me. So he actually will be paid more than the last estimate for the same job, and although not much, the $100 tip. I'll be adding that tip to the other half for sure. Is that guy a professional or what? Bottom line is he sure made me happy. |
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