“Segmenting; Build Mental Toughness and Improve Your Time Management”

There was another terrific interview on the ‘School of Greatness’ podcast with Lewis Howes. ‘School of Greatness’ is a where Howes brings on authors, entrepreneurs and thought leaders to help listeners in their pursuit of greatness.5gm7d7yd1zh5thjzbqm5_400x400

In episode 157, Howes interviews Eric Greitens, author of “Resilience: Hard-Won Wisdom for Living a Better Life” and I have to say it was one of the best Howes has put out—and that’s saying a lot. Greitens is, among numerous other accolades, a bestselling author and a former Navy SEAL. He spends time talking about what he learned while in the Navy and a relationship with another SEAL member.

But most of the time was discussing his book, “Resilience” which I just picked up my copy and will be reading it very soon. In the interview Greitens discusses mental toughness and the tips and tactics we can use to build our own mental toughness.

One of the suggestions from Greitens is segmenting. He uses the example of how sometimes people who suffer from depression cannot find the strength to get out of bed. Greitens says to overcome this or any difficult challenge, you segment the task. Start by moving your toe. Then wiggle your foot. Then sit-up in bed. Then stand near your bed. As you overcome each segment, you build up the toughness to get out of bed every morning.pic_giant_031015_SM_Eric-Greitens

Why did this episode resonate so well with me? Well, in some application or another, I have used segmenting my entire life. It’s long been written, successful people do the things unsuccessful people aren’t willing to do. When I learned this I immediately decided to focus on the things successful people do. Segmenting has helped me have the mental toughness needed to do these things. Being an author, business owner and marathoner, I have called on my mental toughness many times. It’s been segmenting that has got me over many hurdles. Continue reading

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“Five Keys to Owning Your Time & Gaining More Referrals”

imagesAs a title professional referrals are critical to your success, it’s important that you spend the appropriate amount of time gaining referrals.  This is owning your time, doing the things that bring you closer to your goals. When you spend time on unimportant tasks—tasks that don’t bring you closer to your goals—someone else owns your time. Continue reading

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

The Greatest Time Management Mistake & it’s All in Your Head.

What do you think is your greatest time management mistake?   Allowing interruptions?  Procrastination?  Undisciplined meetings? Actually it’s none of these. 

The greatest time management mistake you make is all in your head, it is deception.  Too many leaders allow themselves to be deceived into losing valuable time on the job.

I mean two things when I say deception. First, I mean when we deceive ourselves about our own level of importance.  If you have read my past blogs or taken my “Effort & the Role of Leadership” workshop you know I put a high priority on leaders tracking their time, you need to keep a time log.  When you keep on for a week you can then sit down and evaluate each task you did and uncover your highest priority.  I believe you’ll have anywhere from 4 to 7 things that only you can do. But, because of deception, I have seen too many leaders get wrapped up in their own importance and feel they are the only one who can do any task. 

I was working with Texas A&M and I put the participants through this exercise–I asked them to list the tasks that only they can do.  After a few minutes I asked the group, “How many of you have 10 things on your list?”  A few hands went up.  Then I asked, “How many of you have over 15 things on your list?”  All the hands but one went down.  I asked the gentleman how many things he had on his list and he said 22! Twenty two things on his list that only he can do, really?  What’s going on with this guy?  He was deceiving himself about his own level of importance; he was deceived into believing he was the only person who could do the tasks on his list.

Here’s another way leaders deceive themselves.  Let’s say, when you were new in business and someone in a leadership position said to you, “A cluttered desk is a cluttered mind.”  So you learn it’s important to always have a clean desk.  And so you put important tasks off while you take the time to clean your desk.

Or, let’s say your boss comes to you at 2:00 and says, “I need you in that meeting today at 3:00.”  And you think, “Well, if the boss says I have to be there, it must be important.”  And then you go to the meeting and find out it has nothing to do with you.  It’s because you were deceived into thinking that, if the boss says be there, it must be important.  Not enough leaders take the time to ask their boss, “Is it OK if I don’t attend the meeting?’

Deception will steal your time.  Make sure you are working on tasks that you and only you can do.  Don’t get hung up on minor tasks like cleaning your desk.  And take a minute to ask your boss, or anyone, if your presence is required in the meeting.

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

 

EFFORT

To deliver great service, title companies must make delivering great service the center of daily operations.  It’s the first thing on their mind, not the second thing.  Every action is met with the question, “How will this action benefit the customer?”  If you’re not giving your best effort it’s because you’re getting caught-up in the little things that make no difference in your level of service.  This is the time management side of delivering great customer service.  Companies that excel in delivering great service make it their top priority.

November 17th I will be conducting my “Seven Slight Edges” webinar.  $97 per connection.  If you can’t make the live session, you can have the recording for the same fee. 

January 18th -19th I will be conducting my “Effort & the Role of Leadership” Open Seminar.  This is the best time management for leaders workshop out there.  Raise your effectiveness by raising the effectiveness of your teams.

Call or write for more info on both programs.  

Mark 612-308-3065 Mark@gormanbusinessconsultants.com

 

“EFFORT & the Role of Leadership”

I’m excited to announce on October 6, at 2:30 pm central time, I will be conducting a live, 90 minute webinar on time management for leaders.  It’s called “EFFORT & the Role of Leadership, Insights and Applications” and my goal is for you to find out where your time goes, how you can determine what the tasks are only you can do and how to increase the effectiveness of your staff.. 

 The fee is $97.00 and I don’t care how many people you have sitting in on the training.  This is a great value.

 To register, just send me an email, my contact info is below.

 No matter what our demand of time is, the supply will never go up.  There’s no price you can pay for it, it’s completely perishable and it cannot be stored.  Yesterday’s time is gone forever and will never be back.  Time is always is short supply.

 Who is it for?

Any current and future manager and supervisor faced with the challenge of managing their time and the time of their staff. 

 Effort and the Role of Leadership is a…

Time Management workshop:

  • Determine how to spend time on the activities that bring the best service to the customer.
  • Determine the tasks that only you can do.

Communications workshop:

  • Learn the MBA, a tool for communication success.
  • How to help the frontline worker take ownership of their responsibilities.

 Why is it so successful? 

 “EFFORT & the Role of Leadership” is the best time-management program designed specifically for leaders.  Dealing with interruptions, managing meetings, raising the effectiveness of your staff and identifying the “Big Stones that only you can do are just a few of the strategies discussed.  Some other key topics are the Maturity Ladder, Tyranny of the Urgent, and the Mutual Benefits Agreement, plus much more. 

 High praise indeed! 

I was pleasantly surprised at how much I enjoyed your presentation.  I considered it a “throw away” item for the day, but it ended up being the highlight.  I learned quite a bit and I have already used some of the insights you provided.  I would definitely recommend your presentation to anyone!  -Law Office of Robert O. Kazary

  “Excellent material that makes us think.  The workshop made me aware of how to approach my team members.” – State Bank (Texas)

 

MARK ISAAC

 Mark Isaac has been a training professional for twenty three years. He specializes in time management, customer service, management and leadership communication. He travels extensively working companies to increase customer retention and to create a strategy to engage your staff. He has a B.A. from the University of Minnesota.  He is the owner of Gorman Business Consultants. Mark has completed over 30 marathons.

 Mark Isaac Owner/Facilitator/Author Gorman Business Consultants 612-308-3065 mark@gormanbusinessconsultants.com www. gormanbusinessconsultants.com