Flashback Friday….great memories brought back to life

“The memories will be so thick, they’ll have to brush them away from their faces.” -James Earl Jones, Field of Dreams

Even though my sons are only 22 months apart, I had forgotten some of things Ryan did when he was 1.5 years old.  Fortunately, Sawyer is able to rekindle these great memories by wearing Ryan’s old clothes, going through different stages, playing with toys, and reading books.  They’re different kids, but it is neat to see similar interactions.

For about two years, Ryan would not take a nap or sleep without the The Moon In My Room (Nightlight Book).  In fact, I think the only reason he still doesn’t use it is because the nightlight battery went dead and we have been negligent in replacing.  He loved the security that the light provided, and the book is pretty neat as the child in the book is reading The Moon In My Room book just like Ryan was.

This morning, Sawyer found this book and insisted that I read it to him three times.  Looks like we’ll be replacing the battery so Sawyer can sleep with the moon next to him.

Have a great weekend!  Let me know what other children’s classic books your kids read.

 

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Here are a couple of my most viewed posts.

Click here for my book review of Toughness:  Developing True Strength On and Off the Court by Jay Bilas

Click here for my book review of The Power of Negative Thinking by Bob Knight

Click here for my book review of Bo’s Lasting Lessons:  The Legendary Coach Teaches the Timeless Fundamentals of Leadership

Brothers should bunk

-I am the author of The Basketball Match Up Zone and Multi-Purpose Basketball Offense ebooks.

-If interested in having me work with your organization on coaching, leadership, or customer service, please call me at 513.330.0319 or email at ronsiliko@gmail.com.

https://ronsiliko.wordpress.com/2014/04/22/the-basketball-ball-match-up-zone-defense/

The Importance Of Taking Good Messages for Elite Customer Service……

Getting feedback is so important from customers.  Can we agree on that?  In most cases, leaders that care are nearly begging to hear from their customers.  When we get this opportunity, we must take advantage of it.

In many cases, front line staff receive the feedback from the customers.  In Eric Chester’s great book Getting Them to Give a Damn:  How to Get Your Front Line to Care about Your Bottom Line, he talks about the importance of leaders being able to relate a work situation to something more personal to the employee.

In this post, I wanted to focus on the importance of taking good messages.  Since most of my front line staff are college students working in a Recreation Center, I will connect it to what is important in their lives.  We are continuing to work on these techniques with our staff so part of our brand is responsiveness and correction.

Many times, customers will come up to our service counters and say something like “there is a treadmill not working properly”.  I have heard staff respond in a variety of ways.  Here are some examples:

  • Nothing but a stare.  You can see the wheels spinning for the staff, what could they be thinking?  “So.”  “Why are you telling me?”  “Is this my job?”
  • “Thank you.  I will let someone know about it.”
  • “Ok.”

We cannot accept that a staff’s polite response is enough.  None of these staff responses are moving toward resolving the issue that was the source of the feedback.  I would like to see this interaction expanded upon into the following:

  • “Thank you for letting me know ma’am” (if the staff can address by name, even better!).
  • “I want to make sure this gets fixed.  Let me get a sheet of paper to write down the information.”
  • “What treadmill was it (if they don’t know the number, ask the customer “Do you have a moment to show me the machine you were using?”
  • “What was not working properly?”  “Was it doing this the entire time you used it?”  Get detailed information.
  • “I will let my supervisor know about this immediately.  Would you like a follow up regarding this?” (even better, staff know the customers name and they follow up on their own, see my recent blog on Owning the Customer)  Get the customer’s name and PREFERRED way to contact them.
  • “We will work to get this corrected, thank you for letting us know.”

WOW!  A customer that hears this AND then the issue is taken care of is going to be impressed with the responsiveness of your brand.  Here is an example of how to relate it to a staff person’s personal life (especially a Gen Y person/Millenial).

Joe is graduating in two months, and has been actively looking for gainful employment.  He lives with a roommate named Frank, who is a knucklehead who only thinks of himself.  He has heard Joe mention he is looking for a job, but Frank didn’t really listen and doesn’t really care (Why did Joe chose to live with Frank anyway?  That’s another topic).

Joe recently had an interview with a local employer, who is a diligent recruiter and bases her hiring decisions in part by doing research to see what kind of person she has interviewed.  This recruiter goes to Joe’s house, but he is in class.  Frank is on his front porch drinking beer at 10a in his underwear.  The recruiter is taken aback, but she regains her composure and asks Frank if Joe is here.  Here is how the conversation unfolds:

  • Frank:  “No he isn’t.”
  • Recruiter:  “Do you know when he will be home?”
  • Frank:  “Nope.”
  • Recruiter:  “Can you tell Joe Suzanne from Bob Evans Corporate Office was here?”
  • Frank: “Yup”

The recruiter leaves her business card with Frank and takes off.  Frank passes out on the porch and the wind kicks up and blows the business card into oblivion. Joe comes home and Frank wakes up.

  • Joe:  “What’s going on?”
  • Frank:  “Someone was here to see you.  Some lady in a business suit.”
  • Joe:  “Who was it?  What did she want?”
  • Frank:  “She said she was from some corporate office.  She gave me her card, but I don’t know where it is.”
  • Joe:  “I interviewed with three women at the career fair.  Is this all you know?”
  • Frank:  “Yup.  Is it important bro?”
  • Joe:  “Yes it is you worthless waste of space.”

If Frank was interested in serving his “customers” Joe and Suzanne, he would have taken a detailed message.  Instead, Joe may have missed the opportunity he was looking for.  Every action or inaction has a subsequent “butterfly effect” that moves on down the line.

I hope you enjoyed this post, have a great day!

 

__________________________________________________________________________________________________________________

Here are a couple of my most viewed posts.

Click here for my book review of Toughness:  Developing True Strength On and Off the Court by Jay Bilas

Click here for my book review of The Power of Negative Thinking by Bob Knight

Click here for my book review of Bo’s Lasting Lessons:  The Legendary Coach Teaches the Timeless Fundamentals of Leadership

Brothers should bunk

-I am the author of The Basketball Match Up Zone and Multi-Purpose Basketball Offense ebooks.

-If interested in having me work with your organization, please call me at 513.330.0319 or email at ronsiliko@gmail.com.

The Basketball Ball Match Up Zone Defense

ball_matchup_cover

 

I am so thankful to continually hear from the basketball community regarding my youtube video series and ebook regarding what I call the Ball Match Up Zone Defense.  I have seen others post my videos on their basketball websites and get frequent correspondence from those looking to implement some ideas of the defense.

One of the joys I get out of coaching is hearing other coaches’ ideas and then trying to tweak to my situation, my talent level, or my preferred style.  Coaches love to draw their X’s and O’s!

Here are the youtube video clinics explaining key teaching points of the defense.

  1. Video One
  2. Video Two
  3. Video Three
  4. Video Four
  5. Video Five
  6. Video Six
  7. Video Seven
  8. Video Eight
  9. Video Nine

I am extremely proud of the ebook I created to share the diagrams, teaching points, and drills I have used to implement the defense.  Click here to order the PDF download for only $10.99.  The Ebook is supplemented with video clinics to help illustrate key teaching points.  Here is a sample page from the book.

Here are some coaching resources I used to learn how to teach zone defense.

Don Casey, Ralph Miller, Bob Knight, Bob Huggins, Dick Bennett, Burrall Paye, Bill Green, Rick Pitino, Jim Boeheim, Tom Izzo, Bob Hurley, Dick DeVenzio, Don Meyer, Jeff Bzdelik, and Dean Smith.

**If you are interested in booking me for a coaching clinic or having a one on one discussion, please email me at ronsiliko@gmail.com or call at 513.330.0319.

Yours in coaching,

Ron

__________________________________________________________________________________________________________________

Here are a couple of my most viewed posts.

Click here for my book review of Toughness:  Developing True Strength On and Off the Court by Jay Bilas

Click here for my book review of The Power of Negative Thinking by Bob Knight

Click here for my book review of Bo’s Lasting Lessons:  The Legendary Coach Teaches the Timeless Fundamentals of Leadership

Brothers should bunk

-I am the author of The Basketball Match Up Zone and Multi-Purpose Basketball Offense ebooks.

Keep on Keepin’ on, the Hell with the Naysayers….

In writing this post, I am making many assumptions about the thoughts and feelings of others…..

As quickly as people get inspired by their positive action, some will get discouraged and discontinue even quicker if they heed the “naysayers”.  If the results are not immediate, additional discouragement may follow.  Be proud of your action, and look to praise others when you see it.  Think about how you have improved compared to where you started.

Yesterday, our family was coming back from the Oxford Community Easter Egg Hunt.  The weather was outstanding, just a great day to be outside (sunshine, clear sky, gentle breeze)….a day that makes springtime so great.  We noticed an overweight college student slowly jogging on the sidewalk (I don’t say overweight to be mean, but it was clearly an unhealthy situation).  Jen said “You go girl”.  I silently acknowledged her affirmation, and kept driving on.  I didn’t think anymore about this…until this morning.

During my 5a dogwalk, I was listening to a podcast interviewing Larry Winget, one of my favorite authors.  Two of Mr. Winget’s themes are personal responsibility and taking action.  As the walk progressed, I wrapped my head around this student’s action and how inspirational I found it.

Here was an individual who:  (a) recognized an area of self-improvement; (b) was taking positive action, not just talking or wishing about it.  This type of action DEMANDS OUR RESPECT!  Sadly, I am sure she encountered some resistance instead.

Her jog was conducted in a public, so there were probably naysayers and a-holes that passed her with comments such as:  “she needs it”; “is that as fast as you can go?”; “it’s about time”; “she’ll never stick with it”.

My hope is that this young lady takes enough pride in her work to continue on her journey to improved health (if that was indeed her goal).  I hope she realizes the following:

  • her story of incremental improvement to reach her goal serves as inspiration for others; she stopped complaining and wishing in favor of doing something about it
  • this won’t happen overnight….focus on the improvement from previous days
  • realize the naysayers and smart ass comments are from people who aren’t important in her life, who don’t really want her to succeed
  • improving her fitness improves her overall health and contributes to a healthier society
  • she creates a legacy of action

At various times, we all get stuck with lack of motivation and taking action.  Look for and use examples of action to push yourself to your goals.

Have a great Easter!  I would love to hear your stories about taking action!

____________________________________________________________________________________________________

Here are a couple of my most viewed posts.

Click here for my book review of Toughness:  Developing True Strength On and Off the Court by Jay Bilas

Click here for my book review of The Power of Negative Thinking by Bob Knight

Click here for my book review of Bo’s Lasting Lessons:  The Legendary Coach Teaches the Timeless Fundamentals of Leadership

Brothers should bunk

-I am the author of The Basketball Match Up Zone and Multi-Purpose Basketball Offense ebooks.

This is how you do it (Owning the Customer)!

In my last blog post, I talked about owning the customer.  I would be remiss if I did not give a recent example of this concept that was done by one of our Miami University student managers.

Our facility hosts a wide variety of swim meets with different age groups and guests.  I am always amazed by the amount of lost and found items left behind, ranging from swim suits, jackets, and towels to expensive electronic gizmos.

In January, one of the parents left behind an expensive gadget in our bleachers, which our staff found and put into our lost and found.  The next day, the customer called to inquire whether we had found this device.  Hannah Fickling, a student manager, answered the phone.  Hannah confirmed we did have the lost and found item.

Normally, the customer will make arrangements to pick up the item if they live nearby, or we will mail the item back.  When Hannah asked where the customer lived, the answer came back Cincinnati-area.

Hannah is from this area as well, and had planned on going to her parent’s house that week.  She told the customer she would be happy to return the item IN PERSON when she drove to her parent’s.  They made arrangements to meet, and the item was returned.

Hannah made this decision and initiative on her own……and Miami University Recreation Services shined because of her commitment to owning the customer. Hannah also now has a great story to share in job interviews as an example of going above and beyond.

Ms. Fickling brings great value and care to her work everyday, and this was a great example of her winning mindset.  Whoever hires her upon graduation will be getting someone who brings care for the customer as part of her skill set.

I would love to hear about great stories of customer service.  Have a great Monday!

____________________________________________________________________________________________________

Here are a couple of my most viewed posts.

Click here for my book review of Toughness:  Developing True Strength On and Off the Court by Jay Bilas

Click here for my book review of The Power of Negative Thinking by Bob Knight

Click here for my book review of Bo’s Lasting Lessons:  The Legendary Coach Teaches the Timeless Fundamentals of Leadership

Brothers should bunk

-I am the author of The Basketball Match Up Zone and Multi-Purpose Basketball Offense ebooks.

 

 

 

Own the Customer! Own YOUR Customer!

Customers are not always right, but they are the most important part of any business.  Without customers, there is no money to pay employees, no money to buy equipment, no money to pay the rent.  That’s obvious right?  If you are not making every decision, every idea, every thought with the customer in mind, you need to do it.

It is important to build up a bank account of goodwill with your customers for the day there is an issue to resolve (and if they are a frequent visitor, the day WILL COME).  How do you do this?

  • greet them and thank them for their business EVERY TIME they visit, even if they do not buy anything
  • use their name
  • try to find out the reason behind their purchase
  • remember or find out about their most recent purchase from you and how it is working out (remembering without asking is much more impressive!)
  • if they ask a question you don’t know the answer to, promise to find out the answer and then personally follow up with them, along with the name of the person who will follow up with them….DO NOT just pass them off to someone else
  • DO NOT blame a co-worker or supervisor…the customer does not care about your organization chart, they just want the issue resolved
  • return all phone calls and emails promptly (have an automated away message up with another contact person if you will be gone for an extended period of time)
  • take detailed messages if the customer wants to hear back on anything
  • simplify the process for the customer
  • provide tokens of appreciation for long-term business
  • listen to their complaints, get their contact information, and notify the customer of the resolution to address the complaint PERSONALLY
  • ask questions about their lives, ask questions about the benefits they receive from using your product/service
  • remember something from your last conversation and follow up on their next visit
  • send handwritten notes of recognition for special items, such as birthdays, job promotions, etc
  • if your organization cannot provide a requested service, recommend someone who can, even if they are a competitor
  • solve a problem the customer has

The best customer service staff do these things to develop connections and relationships with THEIR customers.  The biggest indicator that your staff are doing this is if the customer only wants to deal with that person, or asks to see them if that person is not serving them that visit.

Strive for this kind of ownership from your front-line staff, and watch your retention percentage soar.  See your satisfaction increase.

I would love to hear your customer service stories!

 

 

 

 

____________________________________________________________________________________________________

Here are a couple of my most viewed posts.

Click here for my book review of Toughness:  Developing True Strength On and Off the Court by Jay Bilas

Click here for my book review of The Power of Negative Thinking by Bob Knight

Click here for my book review of Bo’s Lasting Lessons:  The Legendary Coach Teaches the Timeless Fundamentals of Leadership

Brothers should bunk

-I am the author of The Basketball Match Up Zone and Multi-Purpose Basketball Offense ebooks.

Book Review of “Toughness: Developing True Strength On And Off The Court by Jay Bilas

Here is a reblog of my most popular post reviewing the book “Toughness” by Jay Bilas

Siliko's Splendid Shorts

Over the last few months, I have greatly enjoyed reading and re-reading the book “Toughness” by Jay Bilas.  While the book contains many, many great basketball stories, there are several other moving stories that demonstrate how mental toughness has led to amazing outcomes.  I shared in a recent blog post that I listened to this book with my son Ryan as we drove to Baltimore from Ohio.

In this blog post, I have linked my notes detailing key phrases and key concepts.  The anecdotes Bilas’s shares serve to amplify these notes in tremendous detail.  I have posted the Book notes in a Mindmap form below (see red links).  They will appear as PDF’s, and you will be able to enlarge the pictures as needed for reading.

If you are interesting in reading insights into Coach K from Duke, it’s in here.  Want to hear great stories about parenting….in here.  Want…

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