Money is both a Test & a Trust

Money is Both a Test & a Trust
The “Slight Edge” of ECONOMICS says to earn more money than we spend. Something else to keep in mind about money, or revenues is that it is both a test and a trust.
Money is sometimes referred to as currency. That is to say it is a current, it flows. And when we disrupt the flow, we limit the flow of revenues to us.
It’s a test because we have so many choices of what to do with our money. Forgetting to save some of it and/or use some of it for debt reduction is a failure of the test. (MORE BELOW)

Leading Service Teams; Coaching the 7 Slight Edges

January 16-17, in Bloomington, MN from 9: am until 4: pm. The fee for this two-day event is $349.00, $299.00 if you pay in before the end of 2012, includes all materials. The session will be filled with discussion, exercises, and strategizing to engage your team and keep your customers.

This new, two-day, open to the public seminar will give you the skills to coach and communicate with your team so they are fully engaged in the service message. Here is more of you can expect to gain.

• How to create a service environment
• How to coach the service message
• Help your team understand, they can ‘create a customer’
• Build candor between you and your team
• Practice quality service over exceptional service
• Manage the ‘necessary evil’ of exceptional service
• Keep more clients
• Reduce employee turnover
• Build an army of engaged employees
• Build more referral sources
• Develop real world applications for each of the “7 Slight Edges”
• How to manage your time as an effective leader

Money is a test because we are being asked to do the right thing with our money. Save it, invest it, use some to reduce debt or pay bills that keep our lives functioning, like rent or mortgage.
When we use our income to buy vacations, buy new cars, buy too many nights out on the town, or live beyond our means, we fail the test.
Money is a trust because what we do with our money impacts so many other people, our lifestyle and our goals. When we fail the put our income into a 401k plan we violate the trust of our future. When we fail to reduce our debt we offend the trust of living within our means.
The best advice I can give to strengthen your ECONOMIC muscle is to keep a money log. For one week out of every quarter, if you feel it’s too difficult to do it every day like me, track every penny. This is not a big deal, it’s easier now than ever. Just pay with a debit card and look at your statement. Or keep all of your receipts. And, of course, there’s an app for that.
I’m continually surprised by the feedback I get from followers who take up this task. I hear things like, “I never knew how much I spent on lunch.” Or, “I was surprised by how much of my money goes to Starbucks.”
Remember money is BOTH a test and a trust.

“Switch Your Focus Away From Your Customer”

Companies pushing the ‘exceptional’ customer service mind set are misguided in their focus.  As I have written several times, exceptional customer service is necessary evil.  It’s evil because it can be easily duplicated by our competition, it can be expensive, and to some of our customers, it won’t even be perceived as exceptional. 

I have also written, over my 24 years of being a customer service expert, that exceptional customer service is necessary.  It’s necessary because it’s in the customers face, it’s something they can touch and see.  Also, if we don’t deliver some exceptional service, our competition will. 

The key to exceptional service is to steer your effort away from constantly trying to find newer and better ways to deliver great service, stop wasting your time.  This is what I call the ‘more-ness’ factor.  Our American mind set has led us to always looking for ways to do it more, faster, better.  You can come up with the latest and greatest customer service idea, but if your service provider is in a bad mood or poorly coached by their supervisor, the best ideas will fail.  And, as I feel with exceptional customer service, I think we’ve maxed out, it’s time to stop trying to beat our competition with exceptional service and switch our focus to quality customer service. MORE BELOW

 Leading Service Teams Workshop

January 16 &17, 2013 in Minneapolis, Minnesota.  Create a service culture, engage your employees, and grow revenues for your company. Here are some other exciting things you will master.

How to create a service environment

How to coach the service message

Help your team understand, they can ‘create a customer’

Build candor between you and your team

Practice quality service over exceptional service

End the necessary evil of exceptional service

Keep more clients

Reduce employee turnover

Build an army of engaged employees

Build more referral sources

Develop real world applications for each of the “7 Slight Edges”

How to manage your time like a true leader

 Ultimately, the level of service you provide for your customers will depend on the culture you create for your employees.  Quality customer service switches your focus from the customer to the employee, helping them to be engaged, and it builds open and honest communication. 

While having well trained managers and supervisors to create this type of candor is important, it is only one step in the process.  First, leadership must make the commitment to quality service.  This isn’t a 180 in how you deliver service now; as I wrote, you need to practice some exceptional service.  And, if you are already delivering exceptional service, the change is actually easier because you don’t have to worry about that aspect.

Next, you have to switch the focus of your frontline team from SOLVING problems to PREVENTING them.

Only through an investment of training into the managers and supervisor and then to the frontline team will you be able to help everyone understand that they can and must help to ‘create a customer’ for the company.

Thank you.

Mark

mark@gormanbusinessconsultants.com