“Are You Efficient or Effective? Is There a Difference?”

Leaders today must be both efficient and effective to reach company and department goals, to engage employees, to retain more customers and to reduce employee turnover.

Finding someone, anyone who can be both is a rare find, it’s like finding Bigfoot.effective-communication

Most managers, usually excel at one. It may be they are efficient and great at meeting deadlines. But the problem maybe the leader uses a risk or reward style of motivation. If all is going poorly, the threat of working late. If all is going well, pizza Friday. Continue reading

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“Is Your Level of Customer Service a Hoax?”

Here in the Twin Cities there is a well-established company, that shall remain nameless, that attempts to build buyers’ confidence by offering a money back guarantee. The guarantee Economicsclearly states that, if for any reason, you are not satisfied with your purchase; the company will return your investment. They even have a line that reads, “No ifs, ands, or buts’.” Forget that the statement makes no sense. The company also brags about how they have never had to return any customers’ investment.

Well you knew this had to happen.  An international client felt they didn’t receive the kind of service they had hoped for and asked for a return of their money, and the local company said no.   Continue reading

“MBA–Your Key to Effective Communication”

What’s the difference between being efficient and effective?

Leaders today must be both efficient and effective to reach department and company goals–to engage employees, to retain more customers and to reduce employee turnover.21b46a5

Finding someone, anyone who can be both are a rare find, it’s like finding Bigfoot.

Most managers, usually excel at one. It may be they are efficient and great at meeting deadlines. But the problem here is the leader may use risk or reward style of motivation. If all is going poorly, the threat of working late. If all is going well, pizza Friday.

Effective mangers tend towards building a level of rapport with their team and try to engage them to reach deadlines. The problem here can be that deadlines may be continually moved or missed because managers don’t want to push their team towards efficacy, it may jeopardize the ‘bond’ they have with their team. Continue reading

“Own Your Time with These Three Tips”

547319_10200992160829791_2136443215_nYou must adapt the mindset that you own your time. It’s yours to control, to protect, and to nurture. If you don’t take ownership of your time, someone else will—you’ve heard that before and it’s true. If you don’t nurture your time—tend to it—it’ll fade away and be wasted. Owning your time requires you to protect it from the outside intruders that want to take it from you—mostly in the form of interruptions and unproductive meetings. Continue reading

“Can You Be Trusted With the Test of Money?”

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.
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.
Mark
Mark Isaac
Owner/Trainer/Author
Gorman Business Consultants
mark@gormanbusinessconsultants.com

“Three Ways to Deal with a Co-workers’ Negative Attitude”

“Three Ways to Deal with a Co-workers’ Negative Attitude”

 Dealing with a co-workers’ negative attitude can kill your productivity and take away all the enjoyment in your work.  You come to work at nine AM with a ‘can do’ attitude and by noon your negative cube-mate has pull you down to his level.

Here are three ideas to try that will pull the daily-downer up to your level.  While you can’t really be a pseudo-therapist, you’re not Dr. Phil, you can be an influence on their attitude by practicing these ideas.

Set the Example:  You want your co-work to come to work well-dress and professionally groom, you show up that way.  You want your teammates to come to work with a positive attitude, you come to work with a positive attitude.  You want your kids to get good grades in school, read a book in front of them.  Remember to be the change you seek.

Ask Affirming Questions: When your co-worker comes to work with another negative attitude do you ask yourself, “Why does she always come to work in a bad mood?”  Or do you ask, “What can I do to help lift her out of her bad mood?”  Do you see the difference?  The second question is affirming, it looks for a solution, non-affirming questions look at the problem.  When youi look in your checkbook registry at the end of the month, do you ask, “Why am I always in debt?”  Or do you ask, “What can I do to mange my money better?”  Don’t ask an upset customer, “What’s the problem?”  Ask instead, “How can I help?”

 SERVICE LEADERS CONFERENCE 2012

September 11-13 in Minneapolis, Minnesota.  Create a service culture, engage your employees, and grow revenues for your company. Here are a 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

 Keep Your Promises: If you set a good example, but fail to follow through on your promises, am I going to believe your promises?  No, because there will be a lack of trust.  Make sure you follow through on your promises, have the word mean something.  Don’t make a promise unless you are in complete control of it.

 Thank you.

 Mark

mark@gormanbusinessconsultants.com

 

Save some money, put your customers to work.

The airlines make their customers do it, gas stations make their customers do it, some grocery stores make you do it, and even restaurants make you do it.  And by ‘it’ I mean, serve yourself.   Self-service is on the rise in almost every service industry; asking customers to pump their own gas, get your own food at the buffet, or perform any other task employees once did can save your company money.  In the airline industry passengers prefer to use check-in kiosks to check themselves in and choose their own seats rather than deal with an airline employee.  But the trick is to make sure this self-service approach improves the customers’ experience. 

 Quality Customer Service vs. Exceptional Customer Service;

In this 25 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 you, 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

 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

“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 service is 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 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 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 invent the latest and greatest service idea, but if your service provider is in a bad mood because some jerk cut him off on the highway on his way to work, the best ideas will fail.  And, as I feel with exceptional customer service, I think we’ve maxed out, it’s time to stop beating the competition with exceptional service and switch our focus to quality customer service. 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

 Ultimately, the level of service you provide for your customers will depend on the culture you create for your employees.  Quality 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

What’s the Best Method to Convince a Skeptic?

The answer to the question in this blog title is simple; value their input.  You must ask the skeptic, “What do you need to reach the desired result?” 

Engaged employees produce nine more than the disengaged employee.  Something engaged employees say is that they feel their opinion matters.  The way to demonstrate to them their opinion is important is to “Ask Affirming Questions” about the project they are working on.  You need to ask, “How would you like to appoarch this task?”  “If you were in control of this project, how would you like to see it conducted?”

You need to ask questions that get them looking for ideas and solutions to achieving the desired results.

Only a week left to sign up for my open to the public seminar, “Effort & the Role of Leadership” coming on January 18th and 19th.  Discuss this and hundreds of other time management techniques. 

Please contact me for more information.

Thank you.

Mark

Mark@gormanbusinessconsultants.com

612-308-3065