PORTSMOUTH — Inarguably, Dr. Stan Toler delivered a “five star” presentation for a Leadership Breakfast dealing with how to offer “Five Star Customer Service.” The group was composed of business owners and community leaders at the Welcome Center on Thursday.
Pastor Tim Throckmorton of Crossroads Church in Circleville hosted the Leadership Breakfast, inviting Toler, his friend and colleague to be the featured for the event. Toler shared important concepts from his book which he co-authored with Keith Hawk entitled, ‘Terrific Five Star Customer Service!’
Toler’s ideas and concepts were crystallized through a host of personal stories, reflections and illustrations from his own life. Some were humorous, some serious in nature, but all provoked thought fueled by passion and purpose, to provide insight on serving any type of customer base, whether it be in the business sector or churches.
“One of the things that has helped my attitude was my dad was a singer, and my dad said to my brothers, and we sing now, we just recorded an album in Hurricane, West Virginia called West Virginia Live,” Toler said. “We raised $14, 000 at that concert to feed children. My dad would say to us, “Boys when you sing, get up on the balls of your feet, because if you get up on the balls of your feet, you will never sing flat. If rock back on your heels, you’ll sing flat, but if your up on the balls of your feet you will be on pitch.”
Toler went on to compare his father’s illustration to every day life and how it relates to one’s attitude.
“Life is like that you know. You can start out every day and rock back on your hills, or you can get up on the balls of your feet and go for it for all of the gusto in life,” Toler said. “That is the attitude that I want to have and the buoyancy as it relates to optimism for life and somehow we have to make that connection when we serve people. You have to find out the needs and center on the customer, and fulfill his or her wants, and recognizing those needs are so important.”
Five points for excellent, customer service Toler shared include the following: Connection – A winning attitude. Creativity – A valuable experience. Centricity – A personal touch. Community – A team atmosphere. Communication – A story to tell.
“I think its important because whether its a business, corporation, church or nonprofit, the whole idea of servanthood is compelling in the realm of customer service, and I think I learned this not only from scripture, but from Mayo Clinic,” Toler said. “I went to visit them, not because I had something wrong with me, but I just happened to be in Minnesota speaking, and I’d heard how good they were in terms of their customer service, and it didn’t matter what I asked, the response was always, “I’m going that way, let me take you.” And I think that is the essence of customer service at it’s best. To be able to say, I can do that for you, I am willing to help, and at it’s best it is servitude.”
Among the other concepts which Toler discussed in regard to customer service consisted of meeting unspoken needs, solving problems and issues, following up without annoying people, measuring what matters. Additionally, analyzing defections from customer base, providing what you promise, and staying in touch were other points discussed.
Throckmorton, the host of the event, said having Toler to speak for the event was a blessing to all.
“Dr. Toler’s experience in the area of leadership extends far beyond the walls of the church to effective national and international business practices,” Throckmorton said. “God has blessed him incredibly, and we are very blessed to have him with us.”
Each Leadership Breakfast attendee received a complimentary copy of “Five Star Customer Service,” provided by Scioto County Commissioner Bryan Davis.
For more information regarding Stan Toler please visit his website http://www.stantoler.com
Reach Portia Williams at 740-353-3101, ext. 1929, or on Twitter @PortiaWillPDT.