Winning back guests you have lost is not an issue people like to talk about, but it is a necessary topic in staff development. What skills do your team members need in order to thwart a customer defection? It begins with being totally present in the encounter in order to realize the guest is unhappy…
Read MoreIf you are a member of a team, working with your team is essential. Team building is one of the most frequently requested topics in my work with organizations. I always ask the client to first reflect on what teamwork means in his or her environment. Does it mean that the staff get along and…
Read MoreWhat does a business that’s doing well have? What does the staff of a business need in order to be satisfied in their jobs? Because I’ve worked with hundreds of businesses over the course of my career, I have learned that businesses with strong compliance and accountability do well and have staff who are satisfied…
Read MoreWhen I was in my early 20s, I left a job solely because I felt undervalued and under-appreciated. When I look back on that experience, I realize that may not have been true. I probably needed a little maturity to understand what was really going on. Regardless, I left a field in which I received…
Read MoreIt’s finally ready! Over the last several months, I’ve re-tooled my Guest Encounters services to make them easier than ever to put to use in your office, business or store. Now you can access this content online through a virtual, entirely customizable customer service and staff development e-learning tool. My passion for the topic on…
Read MoreDuring my years as a professional speaker and trainer, I have paid close attention to the actions of successful business management teams. One factor that seems consistent is the ability to retain good staff. I have a few common sense ideas, often overlooked by employers, for retaining good people and building long-term professional relationships. Want…
Read MoreWhat is the E-Zone? A subtle change you can make to your communication skills is to evaluate your energy level. I call it the E-Zone. Think about energy kind of like a heart monitor. There’s a range that’s acceptable, and you go up and down inside that range. The Susie Sunshines come to work and…
Read MoreScripting for superior communication means using the right words at the right time for a desired result. Avoid the robotic “Do you want fries with that?” Instead, put words together in a professional, classy way that communicates great service. Here’s an excerpt from my article on just how to do this. Scripting, an often-overlooked technique…
Read MoreHow do you name and market your business? How do you package your products, services, and specials? What will set you apart in the marketplace? Here’s an excerpt from an article I wrote about those important questions: For years, I had a program called Superior Customer Service. Clients rarely chose this program for their events…
Read MoreRecently, a program attendee did something special. She and her husband own Grosenbach’s Auto Repair in Oglesby, Illinois and she emailed to let me know they tried one of my creative sales ideas. These crafty customer service pros had a sign made that says “If the light’s flashing, no waiting for an oil change.” It worked…
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