“7 Slight Edges to Creating a Customer Service Culture”

According to a JD Power study, companies that have a culture committed to great customer service will grow at twice the rate of their competition.

April was a milestone for me, I reached my 27th year of being in the training business. I designed and presented my first workshop in April of 1988. Where were you in April of 1988? images

In that time I have worked with companies throughout the US, up and down the Americas, back and forth to Moscow, and to West Africa. What I’ve learned in dealing with these companies is that they are committed to keeping their customers and growing from the inside out. As I worked with these companies I noticed they all did certain things to help them keep their customers, they are little things that make a big difference in the level of service they provide. I called these things “slight edges” and I saw there are seven of them.  Continue reading

Advertisements

“7 Slight Edges to Owning Your Time”

1979621_547235915374618_2121933437_nYou and you alone are responsible for where your time goes. Yeah, you can blame your staff, your boss and your family but, ultimately it’s your responsibility. Knowing that it’s your responsibility is the first step, the next is owning it. If you look at time as something you own, you are more likely to take care of it, protect it and nurture it. Continue reading

I am So Sick of Hearing About Zappos

I am so sick of hearing about Zappos in the blog-o-sphere. You know Zappos, the online shoe company that’s famous for delivering great customer service–or so we hear.

You can’t swing a dead cat without hitting some kind of story about the great and may I say, unbelievable, level of service they provide. Zappos employees are rewarded for going above and beyond everyday customer service. One story is, after a late night of barhopping and getting back to the hotel after the room service was shutdown, a guy called Zappos, the customer service representative then was able to locate the nearest late-night pizza delivery imagesand placed an order for him. In another story, a woman called Zappos to return a pair of boots for her husband because he died. The next day, she received a flower delivery, which the call center rep had billed to the company without checking with her supervisor. Zappos often gives “surprise” free upgrades to overnight shipping for customers. And, when you call into their call centers there are no limit on the amount of time the rep can spend with you. The longest call reported is 10 hours 29 minutes. Continue reading

Quality Customer Service vs. Exceptional Customer Service

Training Tool, Free for You

 

Which are you providing, Quality or Exceptional customer service?  What’s the difference between the two? 

From Gorman Business Consultants is the leader in helping you keep the customers you have.  Our process of the ‘7 Slight Edges’ will give your entire team the skills to help ‘create a customer’ for your company. 

Please accept this FREE great training tool. 

 

Privacy Policy: Your information will not be sold or rented to any third party company and is exclusively for the exchange of content-rich training between your company and Gorman Business Consultants.

 Quality Customer Service vs. Exceptional Customer Service;

In this 25 minute audio and power point presentation you will learn the difference between Quality Customer Service and Exceptional service.  Why Quality service is more cost effective, creates a positive work environment and gives you a better competitive edge.  I’ll show you how exceptional service may actually hurt your business because it is the necessary evil.

To receive your free training tool, click & send qualitymodel@gormanbusinessconsultants.com

Here are some of my recorded webinars for purchase!

 Time Management Matrix; $197.00

In this 60 minute audio and power point presentation you will learn where your time goes.  Pin-point what are your greatest time wasters?  Identify what are the things only you can do.  And what are the things other people can do.

7 Slight Edges to Keeping Your Customers; $197.00

In this 63 minute audio and power point presentation the participants will learn the seven seemingly little things they can do to keep the customers you have and grow from the inside out.  Learn how to Ask Affirming Questions, see the Big Picture, practice good Economics, Be of Service and much, much more.

Effective Communication for Leaders; $197.00

In this 1 hour and 45 minutes audio with power point presentation the participant will gain insights to what makes an employee engaged, how to understand the employees’ competency and maturity level and how use a logical, repeatable communication tool to ensure desired outcomes.

Leading Service Teams; $197.00

In this 1 hour and 45 minutes audio with power point presentation the participant will gain insights into how to coach and communicate the service message to your customer service providers.  You will be able to paint big pictures for your team so they know they can ‘create a customer’ for their company.  Understand your team members’ maturity level and how to ensure desired, creative outcomes.

All recordings have unlimited use and come with Facilitator Notes.

 Mark

Mark@gormanbusinessconsultants.com

612-308-3065

Dump Exceptional Service

It’s all about Quality Customer Service and here’s why.  I’m not going to spend 300 words telling the difference between Exceptional customer service vs. Quality customer service; to get that you can go to past blogs or past Gorman Nation newsletters at http://www.gormanbusinessconsultants.net/NewsletterList.cfm  What I’m writing about today are the benefits to the company, the employee and to the customer when you practice Quality Customer Service.

Here’s why Quality won’t work.  It won’t work if your team doesn’t like or trust leadership.  It won’t work if your staff doesn’t report back to you if they think they will get blamed.  Quality won’t work if leadership views their team as drones; assigned specific tasks and who should leave the ‘thinking’ the management.  MORE BELOW

 Choose one of these three great training tools. 

Quality Customer Service vs. Exceptional Customer Service;

In this 15 minute audio and power point presentation you learn the difference between Quality Customer Service and Exceptional service.  Why Quality service is more cost effective, creates a positive work environment and gives you a better competitive edge.  And we will show you how exceptional service may actually hurt your business because it is the necessary evil.

If you would like this free training tool, click and send qualitymodel@gormanbusinessconsultants.com

Privacy Policy; your information will not be sold or rented to any third party company and is exclusively for the exchange of content-rich training between your company and Gorman Business Consultants.

Time Management Matrix;

In this 45 minute audio and power point presentation you will learn where your time goes.  Pin-point what are your greatest time wasters?  Identify what are the things only you can do.  And what are the things other people can do.   

If you would like this free training tool, click and send timematrix@gormanbusinessconsultants.com

Maturity Ladder;

In this 45 minute audio with power point presentation you will learn how to assign tasks to the right person based on their level of maturity.  From there you will be able to give the best feedback to ‘grow them up’ the ladder.  All leading to a positive, mature, work environment.

If you would like this free training tool, click and send maturityladder@gormanbusinessconsultants.com

 When companies practice quality customer service the first thing they have to do is communicate and build trust.  When company leadership has a long track record of not listening to their employees, or worse, not following through on their suggestions, building trust can be a real dog fight.  Companies have to make it easy and rewarding for their employees to communicate with leadership, no different than communicating with your customers.

When management opens communication and acts trustworthy the long-term, big picture rewards for everyone are many.  Management builds a relationship of mutual benefits with the workforce.  Managers and workers can make improvement a part of their jobs.  Fear is eliminated for the environment.  Workers make suggestions out of a sense of pride in their work.  Employees are engaged in their work.  Customers sense the positive environment and enjoy doing business with them. 

Exceptional service can be expensive, easily duplicated and not perceived as exceptional by many customers.

Simply put; dump exceptional service and commit to quality service.

Thank you.

Mark

mark@gormanbusinessconsultants.com

“Stop Trying to Delight Your Customers”

If a customer has to expend extra energy to have their issue resolved, they are less likely to be loyal.  However, if the customer doesn’t have to put too much effort into resolving their issue, they are more likely to be loyal.  This according to a 2010 published article in Harvard Business Review titled, “Stop Trying to Delight Your Customers.” 

But, if you have been following me for the past ten years, whether through my blogs, newsletters, seminars or webinar, you know I’ve said this already.  And I didn’t need to survey 75,000 customers like HBR did. 

I have long said that exceptional customer service is ‘necessary evil’ we have to do it, if we don’t our competition will.  But there are three problems with exceptional service that makes it an evil. 

First, exceptional service is easily duplicated.  Think about it, if I’m your competitor and I hear or witness a service you are providing, that I’m not, can I copy you?  Sure I can.  And now, copying our competition is easier than ever, all I have to do is go to your website and surf around.  And, an unexpected problem from being duplicated is that we, as service providers, are raising our own bar.  We are setting unrealistic expectations on ourselves.  What are the services your our providing that your competition can be easily duplicated?  MORE BELOW.

 Choose one of these three great training tools.  Along with the gift, you will receive a profile form to help us give you the information best suited for you.

Quality Customer Service vs. Exceptional Customer Service;

In this 15 minute audio and power point presentation you learn the difference between Quality Customer Service and Exceptional service.  Why Quality service is more cost effective, creates a positive work environment and gives you a better competitive edge.  And we will show you how exceptional service may actually hurt your business because it is the necessary evil.

If you would like this free training tool, click and send qualitymodel@gormanbusinessconsultants.com

Privacy Policy; your information will not be sold or rented to any third party company and is exclusively for the exchange of content-rich training between your company and Gorman Business Consultants.

Time Management Matrix;

In this 45 minute audio and power point presentation you will learn where your time goes.  Pin-point what are your greatest time wasters?  Identify what are the things only you can do.  And what are the things other people can do.    

If you would like this free training tool, click and send timematrix@gormanbusinessconsultants.com

Maturity Ladder;

In this 45 minute audio with power point presentation you will learn how to assign tasks to the right person based on their level of maturity.  From there you will be able to give the best feedback to ‘grow them up’ the ladder.  All leading to a positive, mature, work environment.

If you would like this free training tool, click and send maturityladder@gormanbusinessconsultants.com

 Second, exceptional customer service can be expensive.  Too many times companies feel they have to ‘giveaway’ products or services to make apology for the mistakes we made.  In truth, if we handle the issue, and handle it quickly, the customer will return with future business for us.  We must remember to address the intellectual needs of the customer by fixing the problem and then their emotional needs by simply saying we’re sorry.

Third, exceptional service has a perception problem.  I may perceive the service you provide for me as excellent but, someone else may say, “They should provide great service, their prices are outrageous!”  Or, to me, great service is a knowledgeable service provider.  But to you, great service may be a clean environment.  If you focus your energies on one and not the other, someone is going to be disappointed with your level of service.  Try as we may, we can’t ‘reach’ everyone.  We are always going to have critics, so why spend time and money on something that has a high percentage of missing the target?

Quality customer service is the avenue to follow when considering where to put your energy to keep the customers you have.   If you would like to know the difference, send me an email for a gift of my 15 minute webinar recording giving you the details.

Thank you.

Mark

mark@gormanbusinessconsultants.com

 

Effective Communication for Leaders

 Here’s something I think you’ll be interested in.  I have a recorded webinar called, “Effective Communication for Leaders” available for purchase.  This would cover the Quality Leadership Model, Maturity Ladder, Conscious Competent Model, the Engaged Employee, the MBA, Public Praise and Dealing with Non-performance.  

 This is a 90-minute audio webinar of my voice with the same power point from the ‘Effort’ workshop, you also get PPT handouts.  The session is $197.00 and I don’t care how much you use it, there is no limit on usage.  You can put your entire staff through the session.  You can play it on a projector and have several people sit in for a group experience or have your staff go through it individually at their desks.  With the tightening budgets, this is a terrific value.     

 Is it something you would like to try?  Of course there is a money back guarantee if you’re not happy with it.

 Thank you.

 Mark

mark@gormanbusinessconsultants.com

612-308-3065

“7 Slight Edges to Keeping Your Customers”

I thought you may be interested in learning about my latest recording.

This highly effective 60-minute webinar recording will provide your employees with the skills to grow revenues by keeping your customer and developing an army of referral sources. 60-minute Webinar recording of “7 Slight Edges to Keeping Your Customers” is now available for purchase.

FAST – No wasted time here. Get right to the heart of the matter in a 1-hour block designed to easily fit into your busy schedule.

CONVENIENT – No airlines. No travel. No time out of the office. Listen from the comfort and convenience of your desk.

ACTIONABLE – Our conference recordings provide cost effective tactics you can start using right when the session ends.

GREAT FOR MULTIPLE LISTENERS – Use speakers attached to your computer and as many people as you want can listen participate – at no extra cost to you. A projector is suggested for the Power Point presentation. Many professionals use these sessions as a cost-effective, time-efficient means of training supervisors, managers, and staff while reinforcing key issues in a fresh, new manner that they will remember and act on.

AFFORDABLE – Priced at $97.00, it is a fraction of the cost of travel and attendance fees for other high-priced conferences or seminars. Pass the recording to all of your employees, a great value!

FACILITATOR – Mark Isaac is an author, skilled trainer and owner of Gorman Business Consultants, a Minneapolis-based consulting firm specializing in customer service and retention. For the past 24 years, he has served as an independent consultant for a broad spectrum of public and private, national, and international companies, providing insights and applications for growing your business from the inside out. Helping ALL employees understand, they can and must help ‘create a customer’ for their organization. To purchase a recording of “7 Slight Edges to Keeping Your Customers” just give me the OK and I’ll send you the link to the recording.

Thank you. Mark mark@gormanbusinessconsultants.com 612-308-3065

Dealing with Non-Performance

Dealing with Non-Performance 

Happy holidays and welcome back.  I hope you all had a merry and safe holiday season. 

Let’s pick up our discussion of giving feedback.  Before the Holiday’s I wrote about giving your team the “MBA” to ensure positive desired outcomes.  Then I shared with you the importance of giving feedback.  Then, my last blog covered how you can give a “Public Praise” to your staff when the desired outcome is achieved.  You can revisit these and all and blog at https://7slightedges.wordpress.com/

Life would be great if our team members reached the Desired Outcome every time.  Our days would be filled with Public Praises and our team would be fully engaged.  But, life isn’t all beer and Skittles, sometime our team doesn’t reach the Desired Outcome and we have to give them, what I call, Dealing with Non-Performance

The first, and most important, thing to remember while giving a Dealing with Non-Performance is, remember it’s training, not discipline.  I think this is a big reason why the average manager fails to give this type of feedback; they feel it’s going to be some kind of battle and they’re concerned they may not be to victor.  Keeping in mind that this is a training opportunity will make the entire process more bearable. 

Just like the MBA and the Public Praise, the Dealing with Non-Performance steps must be done in order.

Steps to Dealing with Non-Performance

  • Tell the team member about the non-performance.
  • Ask for their input.
    • “Tell me about it.”
    • Wait until they are done talking before you start to speak again.
  • Ask for their solution
    • “How are we going to deal with this issue?”
    • They state the solution, remember, if you say it, it’s suspect.  If they say it, it’s the truth.
  • State their solution to them in the form of the MBA.
    • You may have to raise the level of the consequence. 

Confronting Non-Performance is a powerful tool for finding creative solutions to issues.  Done right, it will get the team member on track and you will demonstrate that their opinion is valued.  Notice, like with Public Praise, Dealing with Non-Performance is mostly questions.  It’s a little ironic that, when you give feedback, they do most of the talking, if they do, you’ve done it correctly. 

Hope you can attend, “Effort & the Role of Leadership” Open Seminar coming January 18th and 19th in Minneapolis. 

Now available for purchase my “7 Slight Edges to Keeping Your Customers” webinar recording.  For $97.00 you can train your entire staff. 

 Mark

Mark Isaac 

Mark@gormanbusinessconsultants.com 

612-308-3065

“Mutual Benefits Agreement”

You’ve heard all there is to hear about the engaged employee, right?  How they produce nine times more than the disengaged.  How they feel their manager or supervisor cares.  How they know their opinions are important to the company.  How their turnover is lower, they call in sick fewer times, and they are on time for work?

Would you like to gain all of this from your staff?  There is a way to have all I just wrote.  It’s called the “Mutual Benefits Agreement” or what I call the MBA.

Done right, the MBA will help you effectively communicate with your staff, moving them from moderately engaged to fully.  The results are that you and your team will be more productive, your team will work in a positive environment.  Together you will have a clear ‘big picture’ of what the desired outcome is to be.  There will be less employee turnover and reduced costs in recruiting and hiring.

To gain these results you must do all the steps to the MBA and you must do them in order.  Keep in mind, the average manager will skip around and lose the effectiveness of this tool.

State the Desired Outcome:

            What gets done and when

            Specific and measurable

            Should be able to fit in the subject line of an email

Paint a ‘Big Picture’:

            Tell them what the end result should look like

            Ask them if the picture is clear to them

List the Resources:

            The tools for getting the job done

            Ask them, “What do you need to get the job done?”

            List yourself as a resource by saying, “If you need anything else, let me know.”

Set look ins:

            Times/dates to see that everything is on track

Set reasonable consequences:

            Good or bad

            Always stated last

Use these steps to avoid breakdowns in communication.  Use them, not only in face to face conversations but, use the MBA when writing a new policy or crafting an email.

My Open to the Public workshop “Effort and the Role of Leadership” will be conducted in Minneapolis, January 18th and 19th.  For $799.00 usd you will learn to get more done with and through people.  I’m limiting the group size to 30 participants so, sign-up early.   Please call or write for more details and special discounts.

Thank you.

Mark

mark@gormanbusinessconsultants.com

612-308-3065