On the last Saturday of the year, I’m sipping some coffee and browsing through the local paper in Venice, Florida where I’m visiting family for the holiday. The paper is not heavy on content but the headline ”Give these simple, cheap gifts to keep the customers you have” catches my eye. Here’s what the author recommends:

• Attention: Look at your customers when you talk to them, and look at them when they talk to you. Eye contact is essential in this part of the world if we want to develop positive relationships with customers. That relationship should be more than exchanging money.
• Assistance: When customers ask for help locating an item, resist the temptation to simply say, “It’s over there” or “Down that aisle.” Escort the customers to the item. It takes a few moments, of course, but the gesture will be remembered long after the customer leaves. And that customer will likely tell friends and colleagues about the experience. Great advertising, at no cost. 
• Consideration: A customer comes with a need, a problem, or a requirement, and we can help. We know more about what we can offer than the customer does, so take the time to ask questions. Identify the product or sercice that will help. Sometimes the customers don’t know precisely what they want to ask for because the requirement or situation might be new to them. Because of what we know, we can be instant problem-solvers for customers when we take the time to work with them.
• Time: Time is a precious and personal commodity. When we give our time, we give of ourselves, and customers will remember how we made them feel when they came to our place of business.

The author reiterates that there aren’t any price tags on these gifts, but there is plenty of payback. This is simple, good, and sound advice for anyone in customer service, and as a customer too, this is the minimum of what I expect when I’m doing business with an individual or company. We could all use a little more of these four basis “gifts” in our day-to-day transactions and dealings. Can I get an amen?!

-Patrick F

There’s always so much pressure on getting things done by the end of the year. It’s this kind of real, kind of fake deadline that’s integrated into everything, especially at work. 

Did we make our sales goal? Did we implement all of the policies we eagerly talked about starting over the previous 12 months? Are we serving the community better? Making more impact? Is the team happy? Are we going to be a better company on January 1st than we are on December 31st? 

Is your head spinning? 

I’ve learned that I’m never going to get everything done in a 50 hour work week, a 52 week year, or a 10 year decade. I think this is growing up 101, but I’m probably never going to accomplish everything that I’ll want to accomplish in my lifetime. And I think I’m okay with that.

I hope to become better at prioritizing my priorities though. Do you ever feel like everything is priority no. 1? I think I just added another thing to the top of my list…

-Patrick F.

(Culture is King)

I know there are more than a few critical elements in any successful business, but in my limited experience I’ve learned that culture is king. It’s a part of the day-to-day, week-to-week and year-to-year.

A strong company culture all starts with people. You need the best people, and we’re lucky to have the best at Block Club. You need to create an environment where each person can find fulfillment and satisfaction in their job everyday. Your company should be a place where your team can grow while working through self-learning and exploration. Some people say that work needs to be fun - I hope they mean that it needs to be fulfilling.

I disagree with the idea that building a strong culture comes from having a foosball table and beer in the fridge. It doesn’t take a rocket scientist to see that you’re trying to mask everyone’s general lack of enthusiasm by painting walls bright colors, forcing parties and bonding experiences, hanging inspirational signs, and buying a Wii. These things don’t hurt (note to self: buy more beer), but building a strong culture isn’t this elementary.

I’ve thought a lot about what makes our culture great, but it’s been difficult to distill the last five years of team work into a few solid ideas. Over the next couple of weeks, I’ll be posting my thoughts on our culture. I’m really looking forward to sharing our experiences and all of the things we’re still learning.