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.

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Money is both a Test & a Trust

Money is Both a Test & a Trust
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. (MORE BELOW)

Leading Service Teams; Coaching the 7 Slight Edges

January 16-17, in Bloomington, MN from 9: am until 4: pm. The fee for this two-day event is $349.00, $299.00 if you pay in before the end of 2012, includes all materials. The session will be filled with discussion, exercises, and strategizing to engage your team and keep your customers.

This new, two-day, open to the public seminar will give you the skills to coach and communicate with your team so they are fully engaged in the service message. Here is more of you can expect to gain.

• 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
• Manage 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 as an effective leader

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.

“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

 

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

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

“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

 

“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

How’s Your Feedback?

The average manager and supervisor is poor at giving feedback. It may be that they were never trained, it may be that they follow how they were given feedback, it could be a number of reasons. But the effective leader understands the importance of giving feedback. They know some key factors about feedback. First, that it’s a survival skill; every leader must give feedback to ensure new policies, initiatives and procedures continue at high levels. Second, leaders know that feedback must be continual. Leaders can’t give feedback for somethings done well, they must address the bad as well. Also, especially on large projects, the leader must make sure the team stays on track. Third, feedback must be distributed to all involved. Just because a leader feels someone on their team doesn’t need feedback is no reason to overlook them. And forth, feedback must be a two-way conversation. Too many average leaders do all the talking, you must value the team members input. Watch my next two blogs on how to deliver both positive and negative feedback.

 Now available for purchase, my 60-minute webinar recording of, “The Seven Slight Edges to Keeping Your Customers, Insights & Applications.” For $197.00 you can train your entire staff how they can create an environment of service for your customers.

I hope you can attend my Open to the Public workshop, “Effort & the Role of Leadership” this January 18th &19th. This is a time management workshop that specifically addresses the time issues facing today’s leaders.

Mark

Mark@gormanbusinessconsultants.com 612-308-3065

Faith

Delivering great service means having faith.  What do I mean by faith? Faith is belief in something we have no proof of.  We may think that standing up and shaking our customers’ hand will bring the customer back but, we really don’t have proof they come back because of that greeting.  But, companies that deliver great service knows that it does, they have faith.  Companies that lack faith take a long time to may key decisions and then will change their minds quickly when they don’t see immediate results.  Companies with faith will move forward quickly with ideas and change their minds slowly.  Faith is about measurements; you have to put up units of measurements to know you are moving towards your big picture.  If your big picture is to live a healthy life style, and you have the courage to get on a diet and exercise plan to lose 10 pounds, what will you buy at the store to help you know you’re on track, probably a bathroom scale, right?  The scale helps you keep the faith.  If you paint a vivid big picture of what service should be and you have the courage to take action on it, then you need to make sure you put up sign posts, measurements that shows you’re on track. 

Please join me November 17th at 11:am or 3:pm central time for my webinar, “The Seven Slight Edges to Keeping Your Customers.”  You can choose either time slot or ask for the recording of the session.  $97.00 and you can have your entire staff particpate.

mark@gormanbusinessconsultants.com