“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

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“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

Big Picture Thinking

Hello Friends,

Here’s is another YouTube clip on why you should be signing up for my latest open workshop “Leading Service Teams” coming March 19-20 in Minneapolis.  http://bit.ly/1l6uzA9

Customer service, managing others and time management were three of the top five areas of interests to learn more about, according to recent surveys.  This makes sense; ultimately the level service you provide to your customer will depend on the culture you create for your employees. 

“Frankly speaking, I found the Training programme very educative and highly rewarding.”

Globacom (Nigeria)

On March 19th and 20th, in Bloomington, MN, I will be conducting my two-day managers and supervisors workshop called, “Leading Service Teams” (LST). 

 What’s at the core of LST is to make the participants better, more effective communicators so they can engage employees to take ownership of the customer service message. 

 “The lessons on MBA remains the most beneficial of all, with MBA you can get virtually anything resolved.”

E-Tech Complete Solutions Limited

Some key topics discussed are the Maturity Ladder, Tyranny of the Urgent, Mutual Benefits Agreement, Public Praise and much more.  Also, you will learn the “Seven Slight Edges” to great customer service and how to coach them to your team.  There will be discussion, role playing, group work and team building exercises.

The fee for this insightful and rewarding workshop is $149.00.  Materials are provided.  There is a limit of 30 participants. 

 “…this is the first training I have done had with the company that made sense and applied to my job. Thank You!”  Avaya 

Get more done, with and through your team by attending this workshop.  March promises to be a great learning experience.

 Please, feel free to contact me with any questions.

Thank you.

Mark

“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

 

“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

 

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

“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

 

Engaged Employees

Engaged employees produce 9 time more than disengaged. How to build an army of engaged? Call me about ‘Coaching & Leading Teams’ (CLT) and findout the 2012 schedule for Open-to-the-public workshops.  Also, available for in-house, customized sessions.

Discuss topics like; time management for leaders, teambuilding, engaging your customer, cutting costs to the benefit of the customer, Mutual Benefits Agreement and effective communication, how to give feedback, Maturity Ladder, and much more.

CLT is for the manager that needs a new percpective, the supervisor struggling in their new position and the future leader who has demonstrated the job skills but maybe not the people skills.

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