“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

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Quality Customer Service; a Free Training Tool for You

It’s all about Quality Customer Service and here’s why. What I’m writing about today are the benefits to the company, the employee and to the customer when you practice Quality Customer Service.
For a free 25 minute power point presentation of me explaining what Quality Customer Service is about, please follow this link.
https://sevenslightedges.webex.com/sevenslightedges/ldr.php?AT=pb&SP=MC&rID=103746767&rKey=abe50d5d19e64fdb
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.

The “Slight Edge” of Economics

Companies that deliver great customer service practice the ‘slight edge’ of Economics. When I say economics I mean the skill, and it is a skill that you can learn, of earning more money than you spend.
When we fail to practice good economics we are unable to focus on another ‘slight edge’ Big Picture Thinking. We can’t see our goals because our vision is blocked by the stress that poor economics causes.

The best tool I can recommend to help master the skill of economics is a expense log. For one week out of each quarter of the year, track every penny you spend. You can use a credit or debit card and review the receipts. Or you can get receipts from each transaction. Or, there’s an app for that.
After the week, sit down and evaluate where your money went. Are there some expenses you can cut?
Doing this for one week is the least you can do, I challenge you to do it for a full month. Or, for a full year, like I have for the past 6 years.
We can’t fix it until we are willing to face it. track your expenses and take the time to look at it objectively.
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

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

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

“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