February 08th, 2010 | Author: Marilyn

There are some employees who manage to withstand all kinds of criticism and negativity from management and find ways to brush it off and excel at work. Other employees, despite a supportive management team, fail to be productive.

I believe that people who work in an environment where doing their best is recognized have a better chance of feeling good about their work. They also have a better chance of becoming successful producers who enjoy pleasing customers.

It’s a rare employee who would say she gets too much appreciation at work. Genuine praise goes a long way in helping workers stay productive, especially when demands are high.

How well does your company give appreciation to those who serve your customers?

When it comes to appreciation, it’s often not given, infrequent or ineffective.

    When it is given, it isn’t always helpful. Why? Because certain types of appreciations BACKFIRE! Appreciation can be tricky business. Sometimes the most well meant praise brings unexpected results.

    Just imagine you come to work in an old suit that doesn’t quite fit you anymore. Your boss says, “You look FANTASTIC in that suit.” Would you feel flattered? Probably not. You’re more likely to think: “What does she want from me?” The kind words leave you feeling suspicious of the boss’ motives and on guard for fear of being manipulated.

    Compliments can also backfire in other ways:

    Suppose you’re practicing your golf swing, and like me, you’re a lousy golfer. Then in one rare moment you swing your club and hit the ball far and true. Just then, along comes a department head who says, “You’re an AMAZING golfer. That was a WORLD CLASS swing!” more…

    February 04th, 2010 | Author: Marilyn

    Today’s guest blogger is Ted Coiné, an inspirational speaker and author of two books, “Five-Star Customer Service” and “Spoil Your Customers Rotten!” (due out later this year). He is also retired CEO of Coiné Language School, a corporate-training firm he founded in his living room and brought to $10 million in just four years. His secret? Phenomenal customer service, pure and simple. Ted’s Five-Star Customer Service blog (http://savvycapitalist.blogspot.com) teaches the principles of leadership, culture, and customer service that lead the world’s most successful brands to unrivaled profits and success

    I’m writing Spoil Your Customers Rotten! as a story, complete with plot and characters, in order to show how five-star customer service should happen in a real-life situation. The setting is Boldt’s supermarket; the protagonists George Boldt (named after the first manager of the Waldorf-Astoria hotel, a distant relative of mine) and Candace, a college student inspired by the hero of Voltaire’s Candide.

    In this excerpt, Candace has just asked Mr. Boldt what the overarching secret is to his company’s five-star reputation and the success it brings. This dialogue follows:

    “Are you familiar with the Nordstrom Code?” Mr. Boldt asked.

    “The stores, yes. They’re icons in the service industry. The code…? No, what’s that?”

    The Nordstrom Code: Use good judgment in all situations. There will be no additional rules.

    “I like it!” Candace said. “Before working at Boldt’s, I would’ve thought that was impossible: my impression of most managers is, they’d tell you that if you trusted your employees to use their heads rather than their handbooks, the whole company would disintegrate in a day!” more…

    January 31st, 2010 | Author: Lori

    written by Lori Jo Vest, Co-author of "Who's Your Gladys?"

    I’ve visited my primary care doctor’s office twice in the last six months. On both occasions, I’ve experienced fascinating examples of customer service ignorance. I’ve written about it once – when the woman at the counter told me to “go sit down,” so she could continue with her conversation with the other patient. “I’ll get back to you in a minute,” she had said. “Whoa,” I thought at the time, “who are you to tell me what to do?” My Gladys attitude came on like gangbusters. I was miffed within the first 30 seconds of my visit.

    The latest follow-up appointment wasn’t any better and I’m wondering what the heck is going on at this particular medical practice. Three different people, three different customer service approaches that were alienating to me, the customer. While it may seem like a small thing, the staff members at this business are lacking in what many would call “the social graces.”

    Social graces, in this case, are defined as the manners and niceties that are used in your culture to make others feel comfortable and welcome.

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    January 27th, 2010 | Author: Gladys

    VanHooserfullbodyToday’s guest blogger is Phillip Van Hooser, MBA, CSP, CPAE. His perspectives, experiences and examples change the way people think about leadership and service. His keynote presentations, training programs and products have been used by companies across the U.S. and around the globe to help people lower turnover rates, raise productivity, improve management/employee relations and manage change effectively.  A leadership development expert and executive coach, Phil is a frequent keynote speaker for top domestic and international corporations. This guest blog post is excerpted from his bestselling book,Willie’s Way: 6 Secrets for Wooing, Wowing and Winning Customers and Their Loyalty” (John Wiley & Sons, New York, 2005).

    “Business a game?” you ask.  “It can’t be.  Business is serious… well…business!”

    Okay, I agree.  Business is serious.  There’s a lot riding on the outcome.  But think just a moment of the game of business in the same terms as you would any other competitive game in which you enjoy participating, such as tennis, chess or Monopoly.  Each of these games shares a number of common characteristics.  For example, each is governed by a specific set of rules.  The rules are usually fairly easy to understand, but not always easy to follow.  Each game requires players to be pitted against at least one other opponent.  Finally, for a positive outcome to be realized, either or both participants must possess the skill and strategy to accomplish their individual goals. 

    In the game of business, to be really successful—to be a truly expert player—both parties must win the first time and every time thereafter. 

    The “individual goals” of both parties are where things begin to get sticky.  In tennis, chess or Monopoly the goal is to beat the opponent as soundly as possible.  However, in the game of business, to be really successful—to be a truly expert player—both parties must win the first time and every time thereafter.  For example, those who provide products and services must make their customers happy by providing quality products and services at a reasonable price, while still making a necessary profit.  But they can’t just do it once and be forever satisfied.  One profitable business exchange does not a successful business make.  Sustainable businesses have been and always will be built on the foundation of repeat business.  more…

    January 25th, 2010 | Author: Marilyn

    The venue had been selected. The invitations had been sent.  And Border Cantina, a Mexican restaurant in Novi, Michigan was ready for the arrival of 28 women with gifts in hand.  The happy bride-to-be and her fiancé plan on saying their vows on a sandy beach in Mexico. So, when it was time to plan the shower, those of us hosting the celebration thought it would be fun to follow the Mexican theme in our own home town.

    I was hoping the restaurant staff could handle this large rush of guests. Unlike their typical customers, our guests remained standing while mingling for the first 20 minutes.  A waitress named Ashley came over to the gift table where I was chatting with a friend. She asked us for our beverage orders and quickly moved on.  We talked for a few more minutes, and then everyone sat down. The waitress returned with drinks. She looked around the room, having to remember our faces to get the right drinks to the right women, not an easy thing to do. We were impressed that she remembered everyone’s choices correctly.

    I thought to myself, “The owners must have assigned their star service provider to our party.” I made a mental note to compliment the manager on the way out. It seems to me that just about anywhere I go, there’s that one person who has a natural ability to manage any kind of customer service situation with grace and ease.

    When I conduct customer service training classes, I sometimes ask the front line, “Who are the people in your company that everyone turns to when customer service gets really tough.” All fingers inevitably point to the same person. I imagined that at Border Cantina, I had just found that person.

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    January 20th, 2010 | Author: Lori

    Janelle Barlow is the co-author of two bestselling business books, “A Complaint Is a Gift” and “Emotional Value.” “A Complaint Is a Gift” is currently available in 14 foreign languages.  As a speaker, she draws upon her broad educational background and practical management experience. Over 100,000 people from all continents have participated in her training programs and speeches.

    You’ve read the statistics: customers don’t complain. Actually, it’s not that customers don’t complain; it’s just that they rarely tell someone who can do something about the situation. Complaining customers tell lots of people about their woes—their friends, family, and just about anyone with whom they are affiliated. Unfortunately, people in businesses who can do anything about the complaint are frequently the last to know when something goes wrong or if there’s a better way to offer their services.

    If your feedback enables an organization you regularly buy from to improve its service, then you make it a stronger company.

    In order for businesses to be successful, one of the best ways is to keep their existing customers. And this means they have to satisfy customers. That’s not a problem when things are going well. It’s when there is a mishap that  businesses benefit from having their customers speak up. In this way, whenever you are a customer, you can think about your complaint as a “gift.” You’re giving them information that can help drive improvement and maybe even keep you as a customer.

    Customers may forget that when they are standing in a line and they complain to others waiting with them about slow service, that feedback is not likely to get to someone who can fix this problem. If you encounter a rude waiter on a cruise, or interact with someone who doesn’t follow through on a promise, and you only complain to your spouse or the people who are dining at your table, that cruise line will not get to address the issue. more…

    January 18th, 2010 | Author: Lori

    Retail stores and medical practices have become similar in their challenging customer Lori Jo Vestservice environments. While medical staff deal with ill patients, over the last year or so, retailers have been forced to manage the consumer symptoms of a “sick” economy.

    If you’re on staff at a medical or dental office, your customers are more likely to be feeling extremely vulnerable, which makes them cranky. They can be confused and scared. They may have insurance that allows them to go to a different doctor, so they expect to be treated well. You have to guide them through the process of following your office’s procedures in a patient and nurturing fashion if you want them to be happy and come back.

    Today’s retail customer is hypersensitive, which makes them crabby. Many feel that their jobs are at risk and their financial lives are precarious. They want to hang on to their money and if you don’t appreciate them, they’ll bolt to your competitor.  Your job? Guide them through your store’s processes in a patient and nurturing fashion if you want them to be happy and come back.

    All business that have customers should have a strong interest in learning anything and everything about how to excel in customer service.

    While I’m choosing to compare medical and retail environments, all business that have customers should have a strong interest in learning anything and everything about how to excel in customer service. Here are a few quick tips to share with your staff or coworkers:

    Start each day (or shift) with a quick team meeting.
    Spend ten minutes connecting as a group at the beginning of the day or work shift. This time should be used to get focused on serving customers at the highest possible levels. You can do that by informing everyone about any changes in the routine, giving updates on new product offerings or sales, and generating an overall positive start for the day.

    When a customer needs to be directed, do it carefully and politely. Customers want to be in charge. If there are times they have to direct someone to follow a process, “give” the directions as a question. For example, if you have to close a register line, you could ask the next customer, “Would you please move over to register 9?” If you have to ask them to wait, try “Would you please wait for just a few moments, while I wrap up this transaction? I’ll be right with you.”

    When things go wrong, learn from it, then shake it off.
    Mistakes are the currency of learning. While they can be expensive, the lessons you and your staff learn are unforgettable and invaluable. If you’re a manager, do a “post mortem” analysis to see what can be done to avoid the recurrence of the problem. Discuss it with the involved employee and ask their input on solving it. Put a process or system in place to prevent it from happening again. Then share the learning with the entire team in a way that educates everyone.

    If you are the person who made the mistake, find the lesson, then let it go. Beating yourself up when you’ve made a simple human error doesn’t change what happened. It also makes it harder to move forward with positive energy.

    When things go well, celebrate! During morning huddles and staff meetings, talk about happy customer interactions and give positive feedback to reward excellent service. Employees love to be recognized when they’ve put significant effort into caring for customers. Have small staff gatherings every so often at the usual huddle time, perhaps bringing in breakfast or a snack once a month to celebrate service success.

    Wrapping it up…Today’s economically challenged consumers – whether they’re retail, medical or business-to-business – are all hypersensitive. They want the most for their dollars. They’re financially, physically and/or emotionally stressed and their expectations are higher than ever. Put these ideas to work at your place of business and you and your team will be well-equipped to handle whatever comes their way.

    What do you think? What new customer service practices can you put into place for 2010?

    written by Lori Jo Vest, co-author of “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan”

    January 13th, 2010 | Author: Gladys

    Scott McKainToday’s guest blogger is Scott McKain. He has proven that the concepts he presents actually work in the real world! He is the co-founder of the Value Added Institute, (a “think tank” exploring the role of customer experiences in creating enhanced client loyalty and revenue for visionary organizations), and the author of three #1 business bestsellers, including his latest: “Collapse of Distinction; Stand Out & Move Up While Your Competition Fails” — as well as “ALL Business is Show Business” and “What Customers REALLY Want.”

    Sitting on a Delta flight from Vegas back home (finally!) to Indianapolis via Cincinnati…

    …and, it occurred to me that the hotel where we stayed may not know why we chose them from all of the myriad of available properties in this economy in Vegas.

    It was Colin.

    When a staff member doesn’t want to be there, the customer won’t desire to be, either.

    When I lived there, Colin always parked my car. He remembered my wife’s name and mine without fail. He always took great care of us — but, more importantly — he always seemed to care about us.  When Sheri’s health was failing, he would always go out of his way to assist her — and when he learned she had passed, he wiped tears from his eyes.

    So…how could I stay anywhere else? It was great to see him yesterday and get caught up on each others’ lives.

    But, what I’m wondering now is — after all that the now-bankrupt Station Casinos have spent on remodeling and promoting their Green Valley Ranch property — if they know the real difference there is Colin?

    I’m not certain they do. It’s easier to remodel a restaurant or casino (or other business) than manage the staff. Which is why so many with beautiful decors are struggling. The servers inside fill your glass, but empty your spirit.

    When a staff member doesn’t want to be there, the customer won’t desire to be, either.  Thanks again, Colin, for reminding me that customer loyalty is driven by personal connections.

    For more information on Scott McKain, visit his official web site at: http://ScottMcKain.com

    What do you think? Do you take good care of your employees so they’ll take care of your customers? Do you support and encourage personal relationships with your staff and customers?

    January 11th, 2010 | Author: Marilyn

    MarilynWhen customers are having problems they want your company to help. When they can’t get help in person or by phone, they turn to their computers. Many reach out to social media sites like twitter to get a company’s attention.

    Something you might not know about your customers is this: Their perception of you is damaged when you don’t respond to their tweets.

    My coauthor, Lori Jo Vest and I were guests on Michigan Entrepreneur TV last week. During the interview, our host shared her customer experience after getting no response from a tweet. She was especially upset because she had taken the time to seek out the correct party’s twitter handle and use it in her tweet. (Today’s customers are savvy and know how to ferret out useful information.) She said, “I will never do business with that company again!”  Are your customers saying that about you?

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