Legacy - Do You Have One?

by Nancy Friedman, Founder / Chairman Telephone Doctor Customer Service Training

We all leave a legacy, some time, somewhere, somehow. Especially within a family-owned and run business. Large or small.

When someone is the ‘brand’ or invents something or makes a mark in the world in any way, you usually leave a legacy. Movie stars get asked that question all the time, “How do you want to be remembered?”

I recall one time Martin McDermott asked me on a podcast, “Nancy, when you meet St. Peter at the gate, what would you like him to say to you?” My answer, without missing a beat, was “Nancy, I made a mistake – go back.”

On to reality.

Recently, I was asked, “Nancy what legacy do you feel you’ll leave with Telephone Doctor? And will there be another Telephone Doctor?”

To keep you from waiting, the short answer is no, there will not be another “Telephone Doctor.” Just as there is not another KFC Colonel Sanders. There have always been others who provide similar services as Telephone Doctor, and I have always felt it is the name, Telephone Doctor, and more so, the content, that will live on versus me, Nancy Friedman, the person. I am more than proud of our content, ideas, skills and techniques which have helped more people all over the world than I probably realize.

So, I can easily say my pride and joy is the content. The ideas, tips, skills and techniques I have shared over my career will be my legacy. And the laughter I have been blessed to share with others. Laughter is my ‘drug of choice.’

“Laughter is my ‘drug of choice.’

I’d love to have people remember our saying: “It’s Fun to be Good.” And our own created term WACTEO should, in my opinion, live forever (We Are Customers To Each Other). And no one else teaches our technique for putting callers on hold the way we do: “If you’re able to hold, I can get you that information.”

We have created thousands of sayings, phrases, and words to help our clients communicate better with their customers…and each other – personal and business. The fact that we, as a company, have always walked the walk and talked the talk, makes me so proud. There are not a lot of companies that do that. Some talk big but don’t walk the walk. Big banners and signs that say nice things, but customers are not treated like the signs say.

Nancy Friedman is a popular speaker in the FRANCHISE family industry and a highly respected customer service expert. Email: Nancyf@telephonedoctor.com. During COVID, call her cell at 314-276-1012 or office: 314-291-1012 (central time) and visit www.nancyfriedman.com. NEED A COMPANY ZOOM MEETING? Or a 30-minute RX Shot in the Arm for your team? We’d love to share our tips, ideas, skills and techniques with you and your team.