Recorded Training Webinar—Unlimited Usage

Training Webinar—Unlimited Usage

I’m excited to announce two new webinar recordings are available for roll out.  “7 Slight Edges to Keeping Your Customers” and “Leading Service Teams, Coaching the 7 Slight Edges” have been wildly popular.  I have led these workshops on a global level and now I’m putting them into a video format. 

For $299.00 you will receive 12 downloadable installments of videos throughout 2014.  Each recording has unlimited usage—train one employee or one thousand.  I will lead your team through the participant workbook complete with exercises, insights and applications. 

7 Slight Edges to Keeping Your Customers” will empower all employees that they are capable of creating a customer for the company.

Leading Service Teams, Coaching the 7 Slight Edges” will give your leaders the skills to coach the ‘7 Slight Edges’ so employees are engaged in delivering quality customer service to retain more customers.

Call or reply to me today.  Sign up to start receiving your videos in January.  Make 2014 the year you engage your employees, keep your customers and grow your revenues.

Thank you.

Mark

mark@gormanbusinessconsultants.com              

651-756-8465

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Exceptional Service is the ‘Necessary Evil’

When you take an average customer service training workshop you spend much of the time in the session looking for ways to practice exceptional service.You look for different ways to attempt to separate your company for the competition and how to shine when you make a mistake with the customer. And to the degree of how well you deliver the service – it may be perceived as exceptional.

But delivering exceptional customer service may be a losing effort. Exceptional service is what I call the necessary evil – we have to do it, if we don’t our competition will. But there are three issues with exceptional service.  

First, let me paint a picture. If I own an auto repair station, and you own an auto repair shop, and you’re my competition, and you hear after doing business with me I’m washing the cars of my customers. Can you start washing the cars of your customers? Sure you can. If I hear you’re filling the gas tanks of your customers, can I start filling gas tanks? Of course I can. That’s a big problem with exceptional service; it can be duplicated. 

Duplicating our competition is easier than ever, all I have to do is go to your website and look at the services you provide. If I see something you’re doing that I’m not, all I have to do is copy you. All you have to do is come to my auto shop and look around, maybe have a car serviced there and you will know what types of services I’m providing. Then you can decide if you want to duplicate them.

Here’s another problem with exceptional service. If I’m filling the gas tanks for my customers or if I’m washing the cars before I return them to my customers, can that be expensive? That’s a big problem with exceptional service – it can be expensive. Companies that focus their energy on providing exceptional service to their customers run the risk of violating the ‘slight edge’ of economics. Especially small businesses in tough economic times, you have to be careful about where your money is goes. Providing exceptional service can be expensive.

Another evil to exceptional service is this. Let’s say, after getting my car fixed, I say to you, “Hey, I just got my car fixed at that dealership and when they were done, they washed my car for me.  Pretty cool, right?” You may say, “Well, they should wash it, with the high prices they charge.” 

You see, exceptional service suffers from a problem of perception. What I perceive as exceptional, you may not have the same view. Just because we proclaim to be practicing exceptional service doesn’t mean our customers will perceive it as exceptional.

We have to practice exceptional service, if we don’t, our competition will. But this necessary evil can be easily duplicated, can be expensive and a large percentage of our customers may not perceive what we practice as exceptional.

“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