Teamwork-Essential For Increased Productivity and Profitability

teamwork

The customer rules. If your entire team doesn’t excel in every aspect of the customer experience, customers will take their buying power elsewhere. Focused teamwork is essential.

Every single encounter that the customer has with your organization must be undeniably more superior to that provided by any of your competitors. If you can achieve this goal, your result will be a reputation for World-Class Customer Service and the highest levels of customer loyalty. You will also have the ability to obtain higher levels of customer advocacy, obtain more referrals, your company will benefit from advocates’ powerful word of mouth advertising, and you will see results where it counts…in your bottom line.   [Read more…]

Serious About Client Service? – Seven Steps to Improve Your Service

Are You Serious About Client Service? – Seven Steps to Improve Your Service

Are you serious about improving the level of service you now provide? Of course you are! Providing outstanding client service is an imperative for business success. This holds true whether you have 10 or 10,000 people working for you. Below are Seven Steps you can take to make a positive impression and improve the level of client service you now provide. [Read more…]

Turn Difficult Customers into Loyal Customers

Difficult Customers

One of the most challenging situations is to turn difficult customers into loyal customers. If you can do so, then you may not only gain a new loyal customer but also create an advocate for your business. When you encounter a difficult customer, instead of getting angry and defensive, be respectful, apologetic and humble. [Read more…]

Service Excellence for Customers – Get “Ritzy”

Positively Outrageous Service
The Ritz-Carlton Hotel Company L.L.C. is considered by many business experts to be the epitome of customer service excellence. In fact, the Ritz-Carlton Creed is well known and taught in many customer service seminars: “The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience. [Read more…]

It’s Never Enough To Be in Business — It’s Service Excellence

Customer Service Excellence

I have had the privilege of working with many companies who are known for service excellence – the award-winning Caterpillar dealer, who makes his people role play during down time and uses a state of the art service measurement tool that measures every single aspect of service excellence – including the level of service executives and managers provide to employees, the top producing wealth management firm in Texas that gives clients the impression they are walking into the lobby of the Ritz-Carlton when entering the company’s elegant office and are greeted by the company’s “Director of First Impressions;” American Honda, whose employees rave about how well they are treated by their company; the Harley-Davidson dealer that holds short meetings every Friday morning before opening time to “talk-up” customer service and get people pumped up for sales … and so many more. These already outstanding organizations ask me to work with them because continuous improvement is one of their company’s core values. [Read more…]

10 Things to Ditch in 2022

Boring Meeting

1) Ditch the term “employee.” Progressive companies refer to their staff to as “business partners,” “colleagues,” “team members,” or “associates.” All of these infer a level of respect for the individual. Smart.

2) Ditch the term “customer satisfaction.” Satisfaction isn’t enough. Strive for higher levels of customer loyalty. Measure the number of repeat and regular customers. Strive for higher levels every year.

3) Ditch micro-managing. Instead, help, guide, approve, thank, coach.  When you are sure employees are competent, empower them.

4) Ditch boring meetings. Maybe even ditch some of the meetings.  And certainly do all you can to make your virtual meetings interesting through employee involvement, contests, brainstorming, etc. Be creative! Make sure you are not the only one talking.

5) Ditch the discussion of revenue and talk profitability to your “business partners.”  Remind them that

                                     REVENUE IS REALLY NICE!  PROFIT IS WHAT MATTERS! 

6) Ditch conflict situations. Apply conflict management techniques – whether the conflict is between you and someone else, between two team members, or between departments.

7) Ditch people in leadership positions who do not demonstrate the values of honesty, integrity, professionalism, health and safety, accountability, family, and your other core values.  Every leader should treat employees exceptionally well and lead in the same way.  Create “guiding principles” on how you lead, and how to treat people.

8) Ditch under-performers. As hard as it is to attract, hire, and retain employees these days, eliminate underperformers. You can’t afford to have them on your team- especially if top performers have to make up for the slack in their work.

9) Ditch using the term “back to normal.”  Strive for higher aspirations if you want to achieve success in today’s world.  Business has changed.

10) Ditch negativity.  It’ just too hard for people to have a smile on their face and stay motivated to perform if you or anyone on your team is negative. Negativity has a powerful force of it’s own.

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