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does your store have non-negotiable standards now these are actions that take place with every single client every single visit you know you see as our business grows in order for us to be able to let go a little bit and allow our store to run more autonomously but still with the culture and the customer service that we instilled early on in the business we need these standards without them our stores are at the mercy of every single person's daily attitudes moods and personal motivations frankly i'll give you an example from my life i wanted my people to contact five customers a day within my clienteling program i wanted this habit so i told the team that i wanted to achieve that and i asked them i asked them how they could build the habit and to quantify it and then they came up with a clienteling board this is really cool where every single day at closing time they posted their five or more but five minimum customers that they've contacted through social media telephone email handwritten whatever however they contacted them and so on that little form was who they contacted how they contacted them what it was about and any follow-up questions or any follow-up concerns that needed to be addressed now in the beginning the methods and reasons you know on the onset were irrelevant to me i just wanted to create a habit i just wanted five contacts a day from each sales person so then the next morning what i would do is i would grab those papers during setup i would grab those sheets and pull to pull them out and we'd just start discussing them with the team and what was really neat is we took that morning discussion as people are chatting and we turned it into hey what's going on with our customers how are we contacting them what are they saying what can we follow up with as a team so this resulted in stories and people actually working together with these contacts how cool is that so the result to me was an amazing consistency and a raising of sales and a team that was fully engaged with their clients and potential clients now here's the thing that's just one standard and one example but just think about the roi of that one thing that we instilled how cool is that you know but it became a standard that they lived up to every single day no matter what and if you didn't hand in year five they were on each other about it so that was really cool now you can do this with how the customer is greeted your phone etiquette your repair take-in process all kinds of things now these particular things these are sales standards right we have sales standards we have customer service standards and we have operation standards so next time we're going to chat about the sales standards but take a moment right now and review your current customer service standards uh whether you have them or not and these are things your team does with every single customer every single time and they're willing to get written up and eventually maybe dismissed if they don't do it so these are non-negotiables right so if you don't have any standards in place just write a few things down that come to mind how can i get them to do the things that i did how can i create an environment where clients will sing our praises and not only want not only that but want to come back themselves okay and tell others about it right so that's how can we create that environment and listen if you can't think of any of those just think of the things that tick you off or annoy you that your people don't do and then begin that process of changing their habits now don't try this with 10 items i recommend one maybe two at a time tops okay instill these habits and then move on to new ones of course now when you have them post them write them down and post them and tell your people that these are the non-negotiables that they've set up okay and then you have the potential to be written up and possibly terminated if these are not followed because they're called non-negotiables some people call them absolutes some people call them must-haves or must do's whatever you want to call them that's fine but it's very important that you tell them what you expect and then also give them the reasoning and the justification for the action okay they need to both understand and have buy-in on why it's important to your company again call them sales standards non-negotiables must do's absolutes whatever floats your boat i don't care but start installing these into your organization and the store is going to take great strides in running more autonomously and with great sales growth