“We have a golden rule in our company that you’re not allowed to say no without permission. We just think ‘no’ is a lazy answer, and to be dynamic, truly dynamic, most people expect ‘no’ when they walk in the door, especially when it comes to customer service. I own some Verizon Wireless stores, and in that retail environment, ‘no’ is just something kids have come accustomed to saying to people and we had to change that.”- Rory Kelly (The HERO Factor, pg 86)
What does being truly dynamic mean? How do you get your employees to move beyond just saying no?
How can you help them be the best employee they can be? What do you need to do to get your team to provide the best customer service possible?
Rory Kelly believes there is no such thing as self-made.
15 years ago he started selling Verizon Wireless phones for a woman named Janet Eining. He quickly saw an opportunity for the business to grow – but the owner didn’t want the hassle. Rory was persistent, and she finally gave him the opportunity to be a small partner – and Rory was right – they grew.
With the help of his team, Rory Kelly has grown as large as 40 doors, he has owned restaurants, land, buildings, and other retail business all because of the opportunity he saw and teaching his team to move beyond ‘no.’
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