Retail Observer

RETAILOBSERVER.COM SEPTEMBER 2021 44 John Tschohl Customer Service RO I f you are not willing to learn, no one can help you. If you are determined to learn, no one can stop you." – Zig Ziglar I believe learning is fundamental to a successful, purposeful life. I've spent a great deal of time and money since 1979 learning about everything related to customer service, and in all modesty, the result is that I've been able to position myself as the leading service strategist/ expert in the world. I've had endless opportunities to learn, and I've realized that the more difficult the situation, the more likely I am to learn what I'll need in order to confidently take the next unavoidable leap. Mark Cuban epitomizes this principle. In his early twenties, Mark bought a $99 computer and taught himself to program. As a result, he gained a deep understanding of the technology he was selling, and a ton of insights to make it better. Mark has the kind of wealth most startups and entrepreneurs dream of, and he's earned every cent. Described by Wikipedia as an American businessman, investor, film producer, author, television personality and philanthropist, the self-made mogul and star of Shark Tank founded his first company at age 25 and is currently estimated to be worth roughly $3+ billion. Still driven and determined, he knows what he wants and has the self-belief and ambition to make it happen. Jeff Bezos and Steve Jobs started from similar humble beginnings – they were raised by adoptive parents. And Nelson Mandela changed the world from a jail cell. "Live as if you were to die tomorrow. Learn as if you were to live forever." – Gandhi Invest in your success. In my book, Moving Up, I continually remind the readers that it's about their life, and it's about succeeding in whatever they choose to do. It's about taking chances and being proactive and ready. Great things won't happen unless you can believe it, see it clearly in your mind, and keep focused on your goal. "Unless you try to do something beyond what you have already mastered, you will never grow." – Ralph Waldo Emerson I've taken pride in learning from great people. First was my mother, who passed away in 2003 at age 102. She gave me the self-confidence and self-worth to reach my goals. Another influencer was the late Paul Meyer, leader of Success Motivation Institute. Paul taught me how to set goals, use visualization and affirmation, and make money. He, too, credited his mother: "My mother planted the belief in me that the riches of all creation belonged to me if I wanted them and claimed them." Vernon Hill is the U.S.-born founder and chairman of Metro Bank, a UK retail bank with 66 stores and assets of $28.6b. Vernon taught me to never give up, and to do what others wouldn't even think of doing. Along the way he became a good friend. The late Minnesota Congressman Bill Frenzel, who served on the House Ways and Means Committee, shared his own priceless gifts with me. Bill, who was genuinely humble, showed me the benefits of being a good listener. As a result of this quality he became one of the most influential members of Congress. Learn from your mistakes. Learning is an invaluable skill. It's something we need to run toward, not away from. Every successful company has its ups and downs, but the good ones look at their tests differently. Starbucks has experienced its share of setbacks. When the economic downturn caused the coffee house industry to implode, Starbucks was suddenly ill-equipped to survive in a world where customers could no longer drop $5 on a cup of java. In the face of difficult odds, the brand refined its business model and adapted to the changed circumstances. Every day we are either growing or dying mentally. Learn about your company, learn about your products, and learn about your customers. With learning comes self-fulfillment. WHEN WE FAIL TO LEARN, WE FAIL TO GROW John Tschohl is a professional speaker, trainer, and consultant. He is the president and founder of Service Quality Institute — the global leader in customer service — with operations in over 40 countries. John speaks more than 50 times each year and is considered one of the foremost authorities on service strategy, success, empowerment and customer service. John's monthly strategic newsletter is available online at no charge. Contact John on Facebook, LinkedIn and Twitter. "

• Cover