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THE GOld STANdARd OF lIFE
and I don’t believe that there is a more knowledgeable, experienced,
intelligent, genuine and award winning Gold Coin Expert that has ever
walked the earth. Mike has taught me many lessons over the years, but
none more important than his use of the Golden Rule with our customers.
The importance that he places on every single client and their individual
needs is beyond customer service, it is the staple of a business
that I have helped grow into a 60 million dollar a year industry leader.
One of the first things that I learned is that whether I am working with
an investor on a 5 million dollar gold coin portfolio, a client that has yet
to spend a dollar, or someone that is upset on the customer service line,
I must treat them with genuine respect, care, and personal attention.
These are the three P’s of Service that Mike Fuljenz has ingrained into me:
1. Preparation – The more prepared you are, the more confident
you are. The more confidence you have, the clearer your mind
is. When you are prepared, confident, and clear headed, you
can accomplish anything in sales, customer service, and life.
2. Promises – If you say you are going to do something, do it.
Always under promise and over perform. I have watched
many sales and customer service representatives get into
trouble from unnecessary promises to customers that they
forget to keep or deem unimportant. People won’t always
remember when you keep your promises, but they never forget
when you forget.
3. Practice – My uncle, Lester Henderson, used to say, “practice
doesn’t make perfect, perfect practice makes perfect.” Don’t
waste your time doing things the wrong way. Do them right every
time. Be fully engaged in every activity, or don’t engage at all.
I have won many sales and teamwork awards in my time with Universal
Coin, but I received the greatest compliment in my career on the
day Mike Fuljenz asked me to be the Assistant Director of Customer
Service. Why was this such a monumental honor? Because it takes a
multitude of sales to keep a company moving up, but only one mismanaged
customer service call to bring an entire company down.
Take Action: Do unto others as you would have done unto you. Live the
Golden Rule in business and in life. As Zig Ziglar said, “you can have
everything in life you want, if you will just help other people get what
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