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Welcome to Black Belt class!! " Thanks for coming to the Samurai Service workshop. "
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I’ve been training and teaching martial arts for 30 years and counting, so I can’t help it, this is Black Belt class!"
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Our focus today is on attitude and mindset, particularly Black Belt Mindset!!
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Everything I teach is centered on helping you THINK Like a BLACK BELT. Today we’re going to apply this mindset to your work to help you perform to your highest levels of excellence in personal and professional life."
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Everything I teach is rooted in these two fundamental ideas:!
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• Perfection is not a destination- it’s a never-ending process.! • Leadership is not only a possibility at all levels, it is a responsibility- at all levels.!
No matter what we discover today, these are the two most important concepts I can share with you."
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What you should expect today…! I do not promise answers or solutions…!
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I pledge to you that I will share the full range of my knowledge, experience and wisdom- as we’ll define that term today. I will hold nothing back."
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I will probably instigate more questions than answers today. You should expect to leave with new ideas and perspectives. What you do with these ideas is completely up to you!"
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I can’t promise you’ll earn a Black Belt today. I will guarantee that when you leave today…you’ll know how to THINK like one!! Samurai Service
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" " "  
Copyright Š 2014 by Jim Bouchard & Black Belt Mindset Productions
" All rights reserved. "
No part of this manual may be reproduced in any form or by any electronic or mechanical means including information storage and retrieval systems without permission in writing from the author and Black Belt Mindset Productions.
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Printed in the United States of America San Chi Publishing
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Rules…! "
1. Cell phones OFF or in silent mode…unless we’re using them in a specific exercise like polling. "
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It’s great that we live in the Jetson’s age, but today let’s give one another our full attention as human beings. If you have to deal with an important call, please excuse yourself from the workshop area."
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2. Participate fully- nobody sits ringside, you’re all in the ring! One exception is if your workshop includes physical activity like learning some self-defense techniques. We’ve designed our exercises to be safe, but if you’re uncomfortable doing any of the physical activities today, feel free to opt out. "
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Pay attention though- these activities usually have a specific lesson related to your workshop!!
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3. Respect- let’s take care of one another! I welcome and instigate enthusiastic debate. Let’s just keep it civil!!
" 4. Have FUN!! "
Violate any of these rules and you’ll be doing push-ups! After 30 years as a Sensei, that’s what I do!!
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No matter what business you’re in, success depends on two major areas…! "
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• Sales! • Customer Service!
Want to increase sales and develop lasting customer loyalty?!
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Focus…on your customer.!
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• Focus determines effectiveness and efficiency. ! • Focus keeps you moving toward meaningful goals. ! • Focus helps you make the most of the resources you have and keeps you moving in a productive and profitable direction.!
Of all the traits of Black Belt Mindset- Focus is the most important element in effective sales and customer service."
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Sales and service are like yin and yang. They’re inseparable. They’re two sides of the same coin. They’re two parts of the same process…"
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…the process of focusing on the needs of the customer and delivering what the customer wants.!
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Focus is essential in each of these areas. Your sales people and your customer service team should be of one mind."
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• Without good customer service, there is no sale; at least not past the first one.! • Without an effective sales team, there are no customers to serve.!
I’m not here to teach you a sales process or install a customer service protocol; you’re likely using some kind of system already. I’m not promising you solutions, systems or processes. I’m offering you ideas you can apply to any system or process to improve performance."
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“No process works without the right mindset. Attitude drives performance.”!
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The attitude of the people in direct contact with your customers is the most crucial factor in determining the success of your business."
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The first human contact any customer or prospect has with your company is likely the sales rep… !
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Everyone who has direct contact with prospects and customers is a sales rep, whether they’re in your sales department or answering the phone."
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The second point of contact many people have with your business is when they need help or they’re not satisfied for some reason with your product or service…!
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The sales or customer service rep serves the needs and desires of your customer."
" Period." "
See why I don’t separate sales and service? !
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You can’t make a sale unless you serve the needs of your customer- at least not more than once."
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Successful companies understand that growth is built on customer loyalty. That loyalty is a hard-earned asset- possibly the most valuable asset that never shows up on your balance sheet."
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“You work hard to develop a relationship with a customer. You don’t want to do it twice.”!
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Customer Service Nightmares…! "
We don’t work in the hypothetical at our seminars. Just as a martial artist trains as realistically as possible to face an attacker, we drill with real life scenarios to practice workable responses."
" Let’s get started…! "
What was your worst customer service experience…as a customer?!
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What was your worst customer service experience…that you delivered to one of your customers?!
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The Samurai warrior trained to resolve his problems with one quick, clean cut with his sword. The business warrior trained in Samurai Customer Service responds the same way…!
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Most customer service issues can be resolved with a clear, simple and cost effective response from the front lines…if your front line reps are well trained and empowered to provide solutions in real time."
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From time to time read the annual list of Top 10 Customer Complaints published by the Consumer Federation of America. You’ll notice a painfully obvious pattern: "
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Consumers are terribly afraid of being ripped off.!
" Period." " The highest incidents of complaints come from:! "
• Misrepresentation…i.e. failure to deliver on a promise! • Outright fraud!
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• Lousy customer service!
If you’re in the fraud business or you’re selling crap…don’t come to one of our events. We don’t want you."
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Good business people, however, sometimes provide lousy customer service.!
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• Have you ever put someone on hold for way too long?! • Have you or your staff ever been unable to answer a customer’s question on the spot?! • Have you ever told a customer you were very busy?! • Have you ever refused a refund or exchange?! • Have you ever been short tempered with a customer because of stress or your own personal issues?!
" If so- you’re human.! " Samurai Service
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However- with clear protocols and flexible, empowered response, most customer service issues can be resolved quickly, easily and inexpensively…!
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…and that’s the key to earning lasting customer loyalty.!
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Nobody, not even a customer, expects everything to be perfect. What the customer does expect is a quick, clear and satisfactory response when things go wrong."
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Just as a Samurai cuts cleanly through a target with his sword, the Samurai Service Rep cuts through problems quickly, cleanly and effectively."
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How much flexibility and autonomy do you have in addressing customer issues?!
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☐ None" ☐ Some discretion" ☐ I have to check with a supervisor for many issues" ☐ I can make a lot of decisions without checking" ☐ I can do whatever it takes to satisfy the customer*" *Within our clearly defined protocols!!
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How clear are your protocols?!
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☐ Very clear- I know exactly what I can and can’t do" ☐ Somewhat clear, but I’m supported in most decisions" ☐ Somewhat vague, I have to be very careful" ☐ It’s a mess- I don’t know what I’m supposed to be doing
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For management and supervisors…!
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How much autonomy and latitude do you give your front line staff to resolve customer issues?!
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☐ None" ☐ Some discretion" ☐ They have to check with a supervisor for many issues" ☐ They can make a lot of decisions without checking" ☐ They can do whatever it takes to satisfy the customer*" *Within our clearly defined protocols!!
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How clear are your protocols?!
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☐ Very clear" ☐ Somewhat clear, but we support most front line decisions" ☐ We’ve got clear protocols, but there is room for improvement or updating" ☐ Poorly defined- people often don’t know what they’re supposed to do" ☐ It’s a complete mess"
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The Sensei Leader… Leadership at ALL Levels! "
Leadership informs everything we do in our programs. Not leadership in the sense of authority, but leadership in the sense of a value- of a characteristic of individuals at all levels, regardless of position or title."
“Titles, diplomas, ranks and certificates don’t make a leader. Courage, compassion and wisdom do…at any level.”!
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~The Sensei Leader
Part of the mindset “gap” in American business is the tendency to think that only formally recognized “leaders” can lead. Leaders are those people who step up to do what needs to be done- whether it’s on the front line or the corner office."
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I always think of the oft repeated scene from those old WWII movies where the battle hardened Sgt. Grunt saves his platoon from destruction at the hands of some Lt. Greenhorn. The new Lt., fresh out of officer’s training, has the authority, but not the experience to lead his men in battle."
" Leadership is a mindset…! "
Leadership is the ability to see what needs to be done and to do it. It means having the courage to step up first instead of waiting for orders. It’s your willingness to share your knowledge, wisdom and experience with others…"
" …no matter what your rank!! "
Effective leadership is not the product of a 10 step training program. Leadership isn’t a one-off; you don’t come back from a weekend retreat with a cadre of freshly minted leaders."
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Leadership is the product of mindset that must be cultivated, encouraged, nurtured and practiced continually. at all organizational levels."
" Nowhere is this more important than in customer service…! "
It is the person on the front line- on your Customer Service counter who is the face, voice and soul of your organization in the eyes of the customer."
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Isn’t this a terrific description of a leader? Samurai Service
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Don’t confuse leadership with titles, certificates, rank or authority…!
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Leadership is simply your ability to attract willing followers- and that ability should be encouraged and cultivated at every level of your organization."
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Many years ago the ancient Chinese Master Lao Tzu said:"
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“A leader is best when people barely know he exists, when his work is done, his aim fulfilled, they will say: we did it ourselves.”!
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The most effective leaders are the people who do without being told, ask before being asked, teach and mentor those around them and most of all…"
" …model the behavior you expect in others." " That type of leader may be in front of you, right beside you…! " …or may be working FOR you!! " "
How much input do front line people have in designing customer service protocols?!
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☐ Little or none- these are top down decisions." ☐ Some- we’re open to suggestions." ☐ We actively solicit input from the front lines." ☐ We hold regular meetings with representatives from all levels to design and improve protocols.
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" How do your customers see you?! " I love to quote my dear friend and mentor, Dr. John Tantillo…" " “It’s not about YOU! It’s about your CUSTOMER!”! " Oh yes- he shouts when he says this!" " You’ve seen Dr. Tantillo on FOX and CNN with the likes of Neil Cavuto where he appears as America’s Marketing Doctor. He’s the author of People Buy Brands, Not Companies, which is a must have in your business library."
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Dr. Tantillo is absolutely right, and that’s what customer service is supposed to be all about…"
" …your CUSTOMER!! " Is it? ! " 100% of the time?! "
You don’t want to receive one of our cards in the mail…!
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We designed a postcard to market the very workshop you’re attending today. We ask people in our network to act as operatives to identify organizations that have customer service issues. "
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Here’s a close-up look at the back of the postcard… !
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Take a few minutes and from a customer’s perspective, check any of the issues that you know your customer’s have faced doing business with your company!!
Think about each of these items- or about any of the items listed in the annual Consumer Federation of America report…."
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Nearly every issue relating to poor customer service, and every area to improve even the best customer service team boils down to 3 key mindset characteristics…!
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• Focus…! • Discipline…! • Leadership.!
" Focus…! " We’re going to drill deeply into Focus soon." " Discipline…! " The development of meaningful and purposeful habits. ! "
• Make it a habit to pay full attention to the needs and desires of your customer.! • Make it a habit to place your customer’s needs and desires first.!
" In the absence of meaningful and purposeful habits, bad habits fill the void. " " In customer service, the worst habits are…! " • • • • • • •
Blaming the customer! Inflexibility! Anger and frustration directed at the customer! Lying and misrepresentation! Deception! Unfair treatment! Inconsistent or late response!
" Leadership…! "
If you want to tag The Sensei Leader with one of the generally accepted academic labels, “servant leadership” would be appropriate. "
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We borrow heavily from the iconic tradition of servant leadership- The Samurai…!
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Samurai Service…! " The word Samurai refers to the warrior class of Japan… ! " These warriors so totally dedicated themselves to service that ritual suicide, “seppuku,” was preferable to living with the dishonor associated with failure in that service!"
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Seppuku is not really practical option in today’s society. If we starting lopping off heads for bad customer service, the survivors would have to step over piles of fallen crowns to get to the cash register!"
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All of us have customerspeople we serve…!
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It doesn’t matter whether you directly serve the buying public, or you work in relative isolation. In a free market economy each person supports himself by trading on the value of his labor. Whoever purchases that labor, or the product of it, is your customer."
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Your ability to serve your customer is the greatest determining factor in the level of your success… !
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While it’s certainly enjoyable to wax philosophically, at some point the shoulder goes to the wheel and in real life that means adopting the attitude of a Black Belt to perfect the art of customer service."
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Great customer service isn’t complicated; in fact to a degree we’re all customer service experts. That’s because we’re all also customers- and we know what we want!"
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You don’t need stupid games or complex theories. All you need to do is pay attention to how you like to be treated as a customer…!
" …and do the same for YOUR customer!! "
That does require practice- and every interaction with one of your customers is an opportunity for practice and improvement. It doesn't matter whether your customer is the CEO of your company or a hungry barbarian queuing up to order a burger."
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“All professions are admirable, provided you treat your job as a profession. That means taking meaningful action and practicing your trade as an art. Practice is really the ultimate action; it’s the beginning, the middle, and the end. Practice is what transforms any action into artistry. It is the trademark of the Master.” !
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~THINK Like a BLACK BELT!
" " " Problems comes when you treat your job like a job instead of an art… ! "
That’s when your customers become idiots whose petty demands simply make your job miserable as you mark time until punch-out. "
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I understand; I was once the disgruntled employee who felt that for what I was getting paid, there was no way I was willing to put up with the crap I had to face when I was “working for the man.” "
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“At some point I realized that there is no THE MANand I didn’t work for him!”!
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Whether you’re a business owner or an employee, ultimately you work for yourself. !
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We all work in service, but once you accept that your job is your artistic expression of service to others you exponentially increase your value in the market. "
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The wonder of a free society is that you determine what service you want to render and to whom. You decide the value of your service and if there are limitations to that value in a particular role. You are free to transfer your skills and experience to a new adventure. "
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Most of all, you are free to do whatever you wish with the rewards of your labor to craft the life you desire."
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Focus works the same way in customer service as it does in any other area of business…or life. Before we apply Focus to the customer service process, you need to know some facts:!
" First…You can’t force Focus. Focus is the process of letting go…! " …of distractions.! " Notice I didn’t say ignore distractions. " "
Distractions happen and the human mind is wired to respond to them. That’s what keeps you from getting turned into road pizza when you’re crossing a busy street."
" Second…nature designed your mind to put your own interests first.! "
Nothing wrong with that! It’s another part of your survival mechanism. Just remember- your customer’s mind is wired the same way."
" Your customer will always place his or her interests first.! "
That’s the way it should be in business. The implied contract in any business transaction is that you offer a product or service that satisfies your customer’s self-interest in exchange for compensation that satisfies yours."
" So…! "
Eliminate the distractions that impede or detract from the customer service experience…!
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" " And…! " Focus on your customer’s needs and desires. ! " Your needs and desires are only satisfied by serving those of your customer." " As my dear friend and mentor Dr. John Tantillo loves to say:"
Dr. Tantillo is right on the mark. If you don’t want to serve others, don’t be in business. All business is about service- or it should be.!
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I apply the iconic symbolism of the Samurai warriors to talk about sales and service because of their legendary commitment to service. The very word Samurai translates best as one who serves."
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The Samurai warrior was expected to put self-interest aside to serve his lord or Daimyo."
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The Samurai business person puts self-interest aside and focuses on the needs of the customer. "
" Exercise- Customer Focus! " Some distractions are external. These are usually the most obvious:! " "
• • • •
The customer’s anger or rudeness! An intractable policy obstacle! A difficult environment! Schedule!
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Your mood! Similar past experiences! Pressure from your supervisor! Trouble at home! Illness or lack of sleep!
" How can you “let them go?”! "
First you have to recognize and identify them. Take a few minutes and identify major distractions or detractions that take your focus away from the customer.!
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External Distractions
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" CUSTOMER SERVICE NIGHTMARES! "
At the beginning of this workshop, I asked you to write down the worst customer service nightmare you ever experienced.!
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Then I asked you to write down the worst customer service nightmare you caused someone else!!
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We all have customer service nightmare stories. Most of us in business have no doubt been the cause of such stories for others at one time or another."
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If you want to excel in service to your customer- you must be a leader…no matter what your job description or level of authority… !
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Leadership is not just being in charge of something; it’s about taking the initiative to serve and solve problems. It’s about being a resource for people seeking your wisdom, experience and knowledge."
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Leadership is when you ask before you’re asked. It’s being an example for the person working next to you. It’s having the courage to bring problems to your supervisors and doing everything in your power to serve your customer on the front lines."
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It’s your job to know everything you possibly can about your job. It’s up to you to take the initiative to study the products and services in your inventory. If you don’t have answers you better know where to find them. When you don’t have the expertise to answer a question you better know who to ask. What would you have done in a similar situation?"
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I don’t care if you’re on the floor or in the corner office. The better you do your job the more valuable you become to your Self, to others- to your organization and most of all, to your customer!!
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in the employment market. The more you dedicate yourself to continual selfimprovement the more opportunities you create for yourself as you become a better resource for others."
" Customer service is the heartbeat of any business…! "
Excellent customer service is a sign of vitality and separates the top tier from the rest of the pack. Poor customer service is the weakening pulse of a dying business."
" Customer service is not complicated…! " Samurai Service
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It’s about mastery and wisdom and sharing that with others. It’s about leadership and the courage to innovate, make decisions and go beyond what’s expected when you serve."
“Excellence is your nature. Mankind is an explorer, builder and conqueror. You don’t have to conquer others to honor this human nature; you have to conquer your ‘self.’ After all, every Black Belt knows that your most formidable opponent is not external; your most formidable opponent is you!” "
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~THINK Like a BLACK BELT!
Every one of us serves someone, we all have customers. !
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Be a Black Belt in customer service!!
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TRUE TALES OF BAD CUSTOMER SERVICE…! " Has this ever happened to you?! " I’ve just paid the clerk and I’m waiting for my change. The clerk is waving my two dollars just out of reach like the cash is a worm and I’m a fish. Her head is turned away as she’s busy talking with one of her cohorts and can’t even spare the attention to look at me, hand me my money and say thank you."
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She’s so oblivious she doesn’t even know I can’t reach my change without lunging over the counter to grab it…"
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…in which cash I may forsake the cash and grab her by the throat!"
" Next scenario…! "
I’m prowling the aisles of one of the big box home improvement stores looking for a very specific piece of trim I need to finish my backyard bar-b-cue shack. I stare in disbelief at a bin labeled “White Metal Corner-” which is filled with bare metal corners."
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I finally capture a clerk who is armed with a high-tech scanning device. It takes a couple of attempts, he was busy scanning inventory, but I finally convince him to apply the power of his weapon to my search."
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First- he looks at the bin and says…I kid you not… “These are supposed to be white.”!
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After swallowing a pint of bile, I ask him if he has any white ones out back and if not, could he check the next store- I’m willing to drive to get the job done."
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At this point, he has completely forgotten that I’m even standing there. I could have hit him over the head with a readily available 2 x 4 and he would never have seen it coming."
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Oblivious to me, he deploys his high-powered scanner, takes aim at the bar code, draws in a deep breath and declares: “This says these are white.”"
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End of story!! Samurai Service
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" Focus!! "
When you’re dealing with a customer, your full attention belongs on that customer. There is nothing more important than the customer who is asking for your advice, your help- your attention."
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When I’m teaching my 3 to 6 year old Little Dragons I yell: “What are the two most important words in karate?”"
" They yell back: “PAY ATTENTION!”! " These kids could teach a customer service seminar!! " “Pay attention” are the two most important words in customer service- and in most of life and business too.! "
Focus means eliminating distractions and assuring the customer that nothing is more important than serving themthat’s the spirit of the Samurai!"
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Here’s one more nightmare; see if this one feels familiar…!
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I’ve been seated at a crowded restaurant for about 20 minutes with no water and without even a knowing glance. These guys are giving new meaning to the word “waiter.”"
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I’m about to invoke my 2 minute rule: I’ll wait 2 more minutes and then I’m outta there!"
Finally an obviously frazzled waiter comes to the table. I gently indicate that we’ve been waiting quite some time. No apology, just this irritated response:"
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“Well- we’re really slammed.”!
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“Slammed?” You mean you have the potential to make record breaking tips today? My heart bleeds."
" I got up and left. I have never been back to that restaurant." "
All it would have taken that day was a minimal effort. I was starving! I would have gladly put up with the wait had this server simply paid a little attention to us instead of focusing on his problems. He made it clear that his issues were far more important than serving us."
Excuses, conversations with other employees, stocking shelves, taking inventory…foreign invasion, tsunami or meteor strike- all distractions that must be put aside in the moment to pay full attention to the customer standing in front of you ready to part with his or her hard-earned.
" I want to leave on a positive note. Here’s a story about the power of focus in customer service:!
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I’m a big fan of Marriott properties and stay with them whenever possible in my travels. Here’s just one reason why:"
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When I’m New York I often stay at the Downtown Marriott next to the World Trade Center site. Go there and you’ll find a bartender named Cindy."
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Cindy treated my like family on my first visit. Noticing I was dining alone at the bar she struck up a sincere conversation. She asked about my business, where I was from and so on. She did this with every patron in her bar. "
" You could tell that this was HER Bar!! "
Fast forward a couple of trips and I was visiting with my wife. Cindy remembered me saying on a previous visit that my wife was a dedicated foodie. As we enjoyed cocktails before lunch, Cindy arrived at our table with plate of specially prepared tuna- something not on the menu."
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I had not ordered any appetizers…I was worried Cindy was bringing us someone else’s order."
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Cindy just said, “This is on me. I just thought your wife would enjoy it!”!
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Pay Attention!!
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Cindy remembered an insignificant piece of a conversation from two or three visits ago and turned that into an incredible customer service experience. I wrote her manager and made sure he knew the treasure he had on his staff!"
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Focus is a skill- a process that you can learn, train and practice.!
" Focus is the most essential part of the customer service experience…! " …and focus leads to engagement!! From Gallup…! " The Three Types of Customers! " FULLY ENGAGED customers are emotionally attached and
rationally loyal. They'll go out of their way to locate a favored product or service, and they won't accept substitutes. True brand ambassadors, they are a company's most valuable and profitable customers."
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INDIFFERENT customers are emotionally and rationally neutral. They have a take-it-or-leave-it attitude toward a company's product or service."
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ACTIVELY DISENGAGED customers are emotionally detached from a company and its products or services. They will readily switch brands. If switching is difficult or impossible, they may become virulently antagonistic toward the company. Either way, they are always eager to tell others exactly how they feel."
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" Customer Service Self-Defense‌! " OK- but sometimes a customer is a big pain in the ass!" " It IS all about the customer‌! Opposing
Deflection
Leverage
Borrowing
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…but the customer is NOT always right!!
" Of course, neither does the customer usually have to know he’s wrong!" " Your job is to serve. Fighting with the customer does nothing to improve engagement and only adds stress to your life."
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A Black Belt employs 4 basic tactics when dealing with an attacker:!
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Opposing Force! Deflection! Leverage! Amplifying force- “Borrowing”!
You can utilize the same tactics to deal with dissatisfied or angry customers!!
" Opposing Force…! " This is the “force against force” option. " "
An expert Black Belt can deliver a kick with about 1 ton- 2,000 pounds of force. If you wanted to stop that kick mano a mano, it will take at least an equal force, or 1 ton in the opposite direction."
" That’s why a well-executed kick can break someone’s ribs, arm or leg!" "
In The Art of War the ancient master Sun Tzu teaches us that to assure victory in a head to head battle of force, the attacker must have at least a 3 to 1 advantage."
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While sometimes unavoidable, you can see that Opposing Force is not the most efficient and often not the most effective tactic."
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Deflection…!
" It’s much more efficient to deflect!" "
Another ancient guide for martial artists is called The Taiji Classics. That teaches us that a force of 1,000 pounds can be deflected by 10 pounds- if you know what you’re doing!" "
Leverage…!
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Martial artists use leverage to overcome a deficit in size or strength."
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Think of leverage as using mechanical advantage to amplify a small amount of input energy to produce an exponential gain in output power."
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You probably know from experience that even a relatively short crowbar you can easily move a rock that might take several people working in unison to budge. "
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I know from experience that even the short lever of a pinky finger can be used to raise a 300 man to his toes!"
" Borrowing…! " Borrowing, or “amplifying force” means using an attacker’s force against him." "
Borrowing combines deflection, leverage and expert timing to harness the attacker’s force, combine it with yours, and produce an exponential increase in power and acceleration."
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Can you think of some examples of how each tactic can be applied in a customer service context?!
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You might incorporate some of these tactics in your customer service protocols‌ 
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Discipline…! Your Customer Service Protocols! "
“Discipline is the cultivation of meaningful and purposeful habits.”!
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Discipline is developing the habits that help you best serve your customers. In the absence of discipline, bad habits are all to ready to fill the void!"
" Discipline is the defining characteristic of Mastery…! " …the never-ending pursuit of perfection in personal and professional life. ! " For the highest performing professional and the most effective organization, this pursuit is a continual process of:"
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• Introspection! • Innovation! • Improvement!
Step One: Review your worst Customer Service Nightmares…!
" It’s time to look back at our first exercise." "
Spend a few minutes and think about how you might handle each of those situations now…"
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How would you apply what what we’ve discussed today to better resolve those issues? It this different than you might have handled the same situations in the past?!
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Step Two: Preparation!
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How you approach customer service in the future depends on two things: "
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• Preparation ! • Training!
The preparation part means anticipating, as best you can, the needs, desires and possible reactions of your customers. It then means designing a strong, but flexible protocol to define your customer service culture and to provide guidance for how best to respond to customer needs and issues. "
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“If you know the enemy and know yourself you need not fear the results of a hundred battles.”!
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~Sun Tzu
Based on everything we’ve discussed today- and on your past experiences, develop 3 to 5 protocols or “disciplines” that you can apply to your customer service mission going forward…!
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Step Three: Training…!
" “Perfection is not a destination- it’s a never-ending process.”! " Perfection is an action. It’s the process of continual self-improvement as an individual, and as an organization."
Victorious warriors win first and then go to war, while defeated warriors go to war first and then seek to win.!
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~Sun Tzu
Discuss and suggest some guidelines for ongoing training for new people and seasoned veterans…!
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What have you learned today that you will put into action…!
" …now?!!
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Create one action step…
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About Jim Bouchard…! I develop LEADERSHIP, ENGAGEMENT and MASTERY at ALL levels of your organization..."
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...from the front lines to the C-Suite!!
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Through martial arts, Jim Bouchard transformed himself from dropout, drug abuser and failure to successful entrepreneur and Black Belt. "
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As a speaker and author of THINK Like a BLACK BELT and The Sensei Leader, Jim tours nationally presenting his philosophy of Black Belt Mindset for corporate and conference audiences. He’s a regular guest on TV and radio programs including FOX News, BBC Worldview and FOX Across America.
ThatBlackBeltGuy.com! TheSenseiLeader.com Samurai Service
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