I’m constantly criticized by family and friends for the relationship I have with Molly the Wonder Dog.  With the exception of when I’m travelling, she’s been with me every day since she was a puppy.    She’s gone to work with me every day for almost four years, but this morning she’s going to help me with a business point about Customer Service.

Robert Fulghum wrote a book a long time back called All I Really Need to Know I Learned in Kindergarten.   Since he did such a good job applying the basics from his kindergarten class then why can’t I do something just as basic?  Here’s something I’ve learned from Molly.

Skip and Molly by Bambi Cantrell

Ask anyone who has a dog and they’ll tell you how their dog loves them unconditionally.  It doesn’t matter what my mood is, how busy I am or what I’m working on, Molly’s there for me.  The tail is always wagging, she’s ready to go anywhere at any time and she will sit patiently for hours waiting for me to give her some play time.  When I do make the time, whatever I give her is enough and appreciated.

And,  there is no way to describe her focus when a tennis ball comes out.  She will completely freeze and follow it with her eyes no matter how much I tease her before it’s thrown.  Her focus, no matter what distractions might seem to be there, will NEVER leave the tennis ball.

Air Molly, Stephen Ditoro

Okay, stay with me on this one.  There is a connection…what if we attacked all the challenges in our lives with the same basic philosophies as Molly?  What if each client felt we appreciated them unconditionally?   What if they felt we were completely focused on their needs, just like Molly on a tennis ball? 

Remember Deep Thoughts by Jack Handy on Saturday Night Live?  I’m starting to feel that way and at least a few of you have already rolled your eyes!   But seriously, great customer service is an art form and it’s dead in so many companies today.   If you’re looking for a way to make yourself stand out, then take your lead from Molly – love your clients unconditionally.   Make each one feel like they are your most important customer.  Let them feel you’re completely focused on their needs and their expectations.

Working with Joe Buissink on his new book, I had a chance to learn how he makes every bride and groom feel special and how, starting with the engagement shoot they’ll feel his dedication, loyalty and focus.   I interviewed Jonathan Canlas last night for an article I’m doing for PDN’s new Focus on Weddings and found the same ingredients in the way he loves every project he’s involved in, from weddings to family portrait sessions.    At least half of his brides have so appreciated working with him and their finished album, that they’ve come back to him for family portraiture as their own family starts to grow.

The more I think about it the less trite using Molly becomes, maybe there’s another book here, All I Need to Know I Learned From Molly the Wonder Dog…