Posts Tagged ‘Customer Service Training’

The Golden Rules of Marketing

Friday, March 6th, 2009
Credit: © Leoblanchette | Dreamstime.com

Credit: © Leoblanchette | Dreamstime.com

Most marketing is based on out-of-touch philosophies and is delivered in such a way that fed-up consumers do not believe it anyway.

American Demographics once said that “Americans trust marketers about as much as the U.N. trusts Saddam Hussein.”  Unless marketers fancy the idea of being ferreted out of a spider hole at gunpoint and hung, that is NOT an analogy to celebrate.

Over 70 percent of U.S. adults believe marketers exploit and mislead them.  You can’t create a marketing strategy that works until we accept it. When you use this knowledge as a basis for your marketing strategies, you will reach your market in such a way that they WILL believe and accept your marketing. (more…)

Employee Motivation in the Trenches

Wednesday, February 25th, 2009

For much of mid-February, the smell of grilled bankers hung over the nation’s capital.

Eight of the nine CEOs of banks that received TARP bailout money were testifying before the House Financial Services Committee.  Among the complaints of the Committee were the enormous bonuses that executives have been getting even as their companies lose billions.

The bank executives countered that they have to compensate their key people lavishly or they’ll lose them.  Money is essential to motivation, they said.  And they say this with such complete conviction that it’s hard to believe they might be wrong.

But listeners to Marketplace on National Public Radio were treated to a different perspective when the show asked some working people in L.A. what inspires them to do a great job.

“It’s my passion for arts and beauty,” said a hairdresser.  “I want to be the best, best shoeshine man there is,” said the owner of a shoeshine stand.  “If you care for your customers, you want to do the best you can for them,” said a Starbucks barista.

Obviously none of these people would turn down a raise if it was offered to them.  But when asked what motivates them to do a great job, unlike the CEOs, money was not the first thing knocking on the back of their teeth. (more…)

The Gift of the Complaint

Thursday, February 19th, 2009

“You screwed up big time.”

If that sentence fails to send a shiver down your spine, either you are not human, you are not listening—or you are a brilliant and savvy businessperson.

On an emotional level, nobody likes criticism.  We all prefer to see ourselves as ever-so-competent and applause-worthy, so criticism hurts our morale.  From the first time Mom blew her top at the gorgeous and creative Technicolor blob of crayons you melted in the toaster, you’ve hated the sound of human disapproval.

Get over it.

Sure, a note from a happy customer can add to your joy at work.  But compliments, as yummy as they feel, are shiny brass beads.  Complaints, on the other hand, are 24-carat gold. (more…)

What’s Within YOUR Power?

Friday, February 13th, 2009

“But Roxanne…”

Hardly a day goes by that I don’t get an email that includes those two words. It’s usually followed by something like this:  “I’d like to energize my workplace, I’d like to make a difference, but I just don’t have the power.  I’m not the CEO, I’m just a [insert position here].”

Leadership is not a position—it’s a way of being. You aren’t assigned to leadership, you SEIZE it.  It’s about being powerful regardless of your position. (more…)

Attitude is EVERYTHING

Thursday, February 12th, 2009

Lyle Spencer is a research wonk—the kind of guy whose name keeps showing up attached to solid, smart research.  So when he discovered a straightforward logarithmic relationship between service improvements and revenue, I sat up and took notice.

Here it is:  For every one percent improvement in service climate, there is a two percent increase in revenue.  Improve your service by 25 percent and you’ll improve your revenue by half.

And if you’re a regular on this blog, you already know the key to improving your service.  All together now: EMPLOYEE ENGAGEMENT! (more…)