Over the years our clients have found the following when researching their Customer Service:
Poor follow up and lack of professionalism are the main two reasons for picking one business over another. While price may be used as an excuse, the real reason is that they did not receive the service they expected when looking for information, so had no confidence that the delivery would be any better!!
Ask yourself the following:
How quickly do you to respond to an enquiry?
How professional and friendly is the response?
How much effort do you put into giving the client information on their enquiry?
How many enquiries actually turn into business?
Why is this number not higher?
Its that short and that simple – start putting markers on your customer service.
1) “I’ve missed more than 9000 shots in my career. I’ve lost almost 300 games. 26 times I’ve been trusted to take the game winning shot and missed. I’ve failed over and over and over again in my life and that is why I succeed.” – Michael Jordan2) “Never be afraid to try something new. Remember, amateurs built the ark; professionals built the Titanic.” – Anonymous 3) “Don’t be afraid to fail. Don’t waste energy trying to cover up failure. Learn from your failures and go on to the next challenge. It’s OK to fail. If you’re not failing, you’re not growing.” – H. Stanley Judd 4) “There is only one thing that makes a dream impossible: the fear of failure.” – Paulo Coelho5) “I’m intimidated by the fear of being average.” – Taylor Swift 6) “You’ll always miss 100% of the shots you don’t take.” – Wayne Gretzky7) “Forget about the consequences of failure. Failure is only a temporary change in direction to set you straight for your next success.” – Denis Waitley8) “I really don’t think life is about the I-could-have-beens. Life is only about the I-tried-to-do. I don’t mind the failure but I can’t imagine that I’d forgive myself if I didn’t try.” – Nikki Giovanni9) “Many of life’s failures are people who did not realize how close they were to success when they gave up” – Thomas Edision10) “Remember that failure is an event, not a person” – Zig Ziglar 11) “I honestly think it is better to be a failure at something you love than to be a success at something you hate.” – George Burns12) “It is hard to fail, but it is worse never to have tried to succeed.” – Theodore Roosevelt13) “There is no failure except in no longer trying.” – Elbert Hubbard14) “If you’re not failing every now and again, it’s a sign you’re not doing anything very innovative” – Woody Allen 15) “Failure should be our teacher, not our undertaker. Failure is delay, not defeat. It is a temporary detour, not a dead end. Failure is something we can avoid only by saying nothing, doing nothing, and being nothing.” – Denis Waitley 16) “There is no such thing as failure. There are only results” – Tony Robbins 17) “Success is not built on success. It’s built on failure It’s built on frustration. Sometimes it’s built on catastrophe.” – Sumner Redstone 18) “One who fears failure limits his activities. Failure is only the opportunity to more intelligently begin again.” – Henry Ford 19) “Most people have attained their greatest success just one step beyond their greatest failure.” – Napoleon Hill 20) “The greatest mistake you can make in life is to continually be afraid you will make one.” – Elbert Hubbard 21) “Failure is success if we learn from it.” – Malcolm Forbes
I hope you are all in great form for a great week.
Coach Chris
Remarkable employees spend significant time helping other people succeed: their company, their employees, their customers and suppliers…But remarkable employees also spend a little time helping themselves succeed, both for “selfish” reasons and because their success creates success for others.
1. be first, but with a purpose
Many people try to be the first to arrive each day. That’s great, but what do you actually do with that time?Take care of unresolved problems from the day before. Set things up so it’s easier for other employees to hit the ground running when they come in. Chip away at an ongoing project others ignore.Don’t just be the one who turns on or off the lights – be the one who gets in early in order to get things done. Not only will your performance stand out, you’ll also start to…
2. master a specific — and valuable — skill
Meeting standards won’t help you stand out.So go above the norm. Be the leader known for turning things around Be the shipping manager who makes a few deliveries a week to personally check in with customers. Be the MD who promotes from within. Be known as the employee who responds quicker, acts faster, or always follows up.Pick a worthwhile mission and excel at it. I promise people will notice.
3. create your own side projects
Excelling at an assigned project is expected. Excelling at a side project — especially one you created — helps you stand out.Try it. For example, experiment on a new process or service with a particular customer in mind. The customer will appreciate how you tried, without being asked, to better meet their needs… and you’ll never be forgotten.
4. put your effort where your mouth is
Lots of people talk a lot. Few take a stand and put actual effort behind their opinions.Say you think a project has gone off the rails; instead of just pointing out its flaws so you can show everyone how smart you are, jump in and help fix it.Everyone talks about problems. The people who fix problems are the few who stand out.
5. show a little of your personal side
Personal interests – help people to remember you. That’s a huge advantage for a new employee or a company competing in a crowded market.Just make sure your personal interests don’t overshadow professional accomplishments. Being “the guy who does triathlons” is fine, but being “the guy who is always training and traveling to triathlons so we can never reach him when we need him” is not.Let people know a little about you; a few personal details add color and depth to your professional image and it makes you likable.
6. work harder than everyone else
Nothing – nothing – is a substitute for hard work.Look around: How many people are working as hard as they can? Very few.One way you can always stand out — regardless of talent, experience, or skill — is by outworking everyone else.It’s also the easiest way to stand out, because I guarantee you’ll be the only one trying that hard.
Do you have excuses — or more likely “reasons” — for not being a better leader?
See if you recognize any of these:
1. “i’m under tremendous pressure”
Of course you are. Every boss is stuck in between the “rock,” employees, and customers, vendors, investors, etc, the “hard place.”If demands seem overwhelming and pull you too far away from your team, get your employees more involved in your projects and responsibilities.They’ll be glad to help, especially if they gain skills and exposure in the process.
2. “I don’t get paid enough to deal with this”
You’re right. Great leaders are chronically under-compensated and under-appreciated, and that will probably never change.But great employers see the satisfaction they gain from praising, developing, mentoring, and helping employees reach their goals as a part of their total package.If you don’t see it that way, rethink whether you want to lead people; otherwise you’ll always be unsatisfied.
3. “my employees work better when i leave them alone”
If that’s true, it means you’re the problem.Great employees don’t need (or want) to be told what to do, but they do need to hear they do a great job — it will help them learn about new directions or strategies. Everyone likes some amount of attention.Just make sure the attention you give makes a positive impact.
4. “this process was created by someone who doesn’t have to implement it”
Often true. For example, many human resources specialists have never worked in a shop-floor leadership role, but that doesn’t mean certain initiatives are not worthwhile.You may not like creating development plans, but don’t just go through the motions. Work hard to make sure your plans actually develop your employees. And if you don’t like a policy or guideline, don’t ignore it; work to make it better.It’s every boss’s responsibility to make sure company policies protect and promote employee interests to the greatest extent possible.
5. “I can’t deal with all the politics”
Company politics can be a factor even for a business owner.If the culture is bad, fix it. If politics keep people from doing their jobs or performing as well as they could, fix those issues.Your job is taking care of any problems that make it hard for your employees to do their best.So do your job.
6. “If she gets too much credit, i’ll look bad”
Don’t be afraid your employees might outshine you. Your goalis to have employees outshine you.Great leaders surround themselves with outstanding talent. That’s how they become great leaders. The better your team, and the individuals that make up your team, the better you look.
7. “I shouldn’t need to praise people for doing their jobs”
Do you train employees by tossing them into the fire simply because that’s how you were once treated? Whenever you feel something was “good enough for me,” realize that it isn’t good enough for your employees.Determine the best way to train and develop employees and then make it happen. Any bad experiences you had should shape a more positive approach, not serve as a blueprint.
9. “i need to spend some time with employees… so hey, i’ll go talk to mike”
You need to get to know employees on a personal level, but do you typically gravitate toward the employees with whom you share common interests?Every employee deserves your attention and respect. Take an interest. Ask questions. Find a common interest — even if that common interest is simply trying to help them reach their own career and personal goals.When you make a sincere effort, they’ll make it easy for you. People naturally appreciate people who are interested in them.
10. “why waste my time? i know he doesn’t like me”
Few things are more awkward than working with, or even just talking to, employees who you feel don’t like you.Reach out and clear the air. Say, “Mike, I don’t feel our working relationship is as positive as it could be …I really want to make it better.”Then let Mike vent. Sure, you may not like hearing what he says, but once you do, you’ll know how to make the situation better.
Be like children, and remember there are four ways to be more like a child no matter how old you get…
1. Curiosity Be curious; embrace childish curiosity. What will kids do if they want to know something bad enough? You’re right. They will bug you. Kids can ask a million questions. You think they’re through, then they’ve got another million. They will keep plaguing you. They can drive you right to the brink. Kids use their curiosity to learn. Have you ever noticed that while adults are stepping on ants, children are studying them? A child’s curiosity is what helps them to reach, learn and grow.
2. Excitement Learn to get excited like a child. There is nothing that has more magic than childish excitement. So excited that you hate to go to bed at night… that you can’t wait to get up in the morning… that you’re about to explode. How can anyone resist that kind of childish magic? Now, once in a while I meet someone who says, “Well, I’m a little too mature for all that childish excitement.” Isn’t that pitiful? You’ve got to weep for these kinds of people. All I’ve got to say is, “If you’re too old to get excited, you’re old.” Don’t get that old.
3. Faith Faith is childish. How else would you describe it? Some people say, “Let’s be adult about it.” Oh, no. No. Adults too often have a tendency to be overly skeptical. Some adults even have a tendency to be cynical. Adults say, “Yeah. I’ve heard that old positive line before. It will be a long day in June before I fall for that positive line. You’ve got to prove to me it’s any good.” See, that’s adult, but kids aren’t that way. Kids think you can get anything. They are really funny. You tell them, “We’re going to have three swimming pools.” And they say, “Yeah. Three. One each. Stay out of my swimming pool.” See, they start dividing them up right away, but adults are not like that. Adults say, “Three swimming pools? You’re out of your mind. Most people don’t even have one swimming pool. You’ll be lucky to get a tub in the backyard.” You notice the difference? No wonder the master teacher said, “Unless you can become like little children, your chances, they’re skinny.”
4. Trust Trust is a childish virtue, but it has great merit. Have you heard the expression “Sleep like a baby”? That’s it. Childish trust. After you’ve gotten an A+ for the day, leave it in somebody else’s hands. Curiosity, excitement, faith and trust. That is a powerful combination to bring (back) into our lives. During his lifetime, Jim Rohn heard from thousands of people who credited their success to his simple principles and life strategies that expanded their imagination of what is possible.
We spend most of our days just getting things done but how about sitting back calmly for a short 30 minutes and observe your staff or clients. I was once told a story by a very successful man who told one of his managers that he did not pay her to work but paid her to observe work and adjust it accordingly. There is a wise message to be taken from that.
Since my earliest days of personal development study, my mantra has always “learn something new every day.” More easily defined, I pay attention to everything and everyone.There are very few brand-new ideas. When I get one, if it’s an offshoot of someone else, the first thing I do is acknowledge my source. Makes me feel better, and makes my source a resource, not a copyright infringement.My power of observation has also paid MAJOR DIVIDENDS in sales. Using it on the sales call has often led to the right question, the right dialogue, uncovering my prospects buying motives, and big sales. I walk in ultra-prepared, and don’t have to worry about what I’m going to be asked or what I’m going to say. Rather, I can focus on what’s going on around me. I’m observing my prospect, his office, his desk, his way of dressing, his language, and everything about him that my relaxed state allows me to look at and learn.I find most people to be somewhere between wrapped up in their own world and oblivious. Okay, so HOW do you observe, HOW do you pay attention, and HOW do you learn?HERE’S THE SECRET: It’s not just observing or paying attention. You must “combine” your abilities as you see things to get the maximum understanding:• Combine observing and thinking.• Combine observing and understanding.• Combine observing and asking questions.• Combine observing and coming to some conclusion, idea, or AHA!• Combine observing and comparing to what you already know to be true.• Combine observing with being open, positive, and eager to learn.I refer to it as self-collaboration.It’s what you see – compared or combined with what you already know. Paying attention and observing costs zero, but it’s worth a fortune. It can be your fortune, too. Paying attention and observing has given me the biggest opportunity for new knowledge and new information.It can be YOUR biggest opportunity, too, if you decide to harness the asset you already possess.
The ability to hold a natural conversation is one of the keys to success. Knowing when to initiate a discussion, keeping it interesting by asking effective questions, sharing your own stories and ending dialogue with kindness is an art.
So, are you a smooth talker? Learn how to create connections in conversations by following these seven steps:
Exude confidence. When you’re comfortable in your own skin, you make others comfortable. If you take the attitude that you bring something to the table, you will see that attitude reflected in others. Remember: Enthusiasm is infectious.
Show up with something to say. Always be on the lookout for material. Although it may sound contrived, I read The Wall Street Journal looking for interesting, timely information that I can share at my next get-together: a party, association meeting or business affair. Think about keeping a file that you can review before your next event.
Begin with a question. Besides showing interest in someone, one simplequestion can start an entire conversation. Asking something a bit unusual sets you apart from the crowd. Rather than, “What do you do?” ask, “How do you enjoy spending your weekends?”
Find common ground. The surest way to build rapport is to find something you have in common and build on that interest. Don’t shy away from topics that have nothing to do with business. They often create the perfect connection.
Focus on others. Putting your energy and interest in another person marks you as a great conversationalist. The art of conversation is “not tennis, in which you return the other fellow’s serve, but golf, in which you go on hitting your own ball.” Keep that back and forth volley going with conversation.
Be inclusive. Excluding others in the group is a conversation killer. Make eye contact with everyone in the group, not just the person who asked you a direct question.
7. Close a conversation with class. When a conversation naturally lulls, take advantage and say, “It’s been a pleasure talking with you. I hope our paths cross again soon.” Before leaving, be sure to thank the hosts. And be nice to the PA or receptionist – they are sometimes asked for their opinion and if they like you then you may have a better chance.
Last year business in Ireland was up 5%. Was your business up 5%? The following are basic tips on how to get your business moving and improving.
1. Send some handwritten cards to clients.Thank them, inspire them, give them some free business ideas or tips. Your clients will remember how much they like you and may hire you for something new.2. Write an actual business plan.Be honest; you never did one, and that’s okay. Just do it now3. Take an online class, or attend a small business seminar in your city.
4. Round up some testimonials or post testimonials from your favourite clients. Send out a nice email asking for reviews.5. Revamp your website.
6. Check in on past clientsThey may want to hire you for a new project, and they’ll definitely be grateful you care enough to check in on them and answer any questions they may have.7. Create a marketing plan.
8. Plan out your next post; try a style of post you’ve never written before.
9. Identify three areas of life/business where you can start saving money.Find a less expensive phone plan? Look for better car insurance rates? Or, perhaps … get ready for this one … live without takeaway lunch for a month and make it at home.10. Buy yourself or a client an inexpensive small business gift. Great for encouragement and inspiration.11. Get new business cards.12. Get yourself a good book on business, social media, etc.
13. Make a financial plan to save for that next item (camera, laptop, software) you need for your business.It still surprises me what we’re capable of financially if we stop eating out, give up a little entertainment, and find other places to save14. Host a give-away for your business and promote it.Maybe it’s a free consultation, or a small product or service you offer.15. Do something creative (that’s not directly related to your business) to get your creative juices flowing.Paint, write a short story, cook an awesome meal, etc.
The easiest thing any manager can do is blame their employees for wasting time at work through poor time management that results in quality slips and missed deadlines. This translates into poor customer service, strained internal relationships and ultimately, loss of business. Where Does the Time Go?
64% (in 2012) to 70% (in 2013) of survey respondents admitted wasting time at work on a daily basis. Time wasted ranged from 30 minutes to several hours each day.
Top time-wasting activities were: 43% talking with co-workers, 34% online activities and 4% each on texting and personal calls.
The most significant reasons given by workers for why they waste time were: 35% were not challenged enough, 32% felt that there was no incentive to work harder, 30% got no satisfaction from what they do, and 23% were just downright bored.
Sometimes Why Employees Waste Time Is Obvious
Inefficient co-workers: 17%
Other co-workers: 17%
Office politics: 13%
Busy work: 13%
Other: 11%
And finally, My Boss: 8%
Blaming your employees may be the easiest way to explain the time wasting. But, you need to ask yourself, what are you doing (or not doing) that is allowing or encouraging them to waste time? The answers and solutions may exist right under your nose. Here are 5 possibilities. Minimizing Time Wasting Starts with Leadership If the leader is not effective, the team will not perform well on a consistent basis. If the leader doesn’t set expectations for the team to achieve, then the team will set their own and do what they want – including wasting as much time as they can. Most people will only do what they are asked to do. In the Beginning: Heading Off Time Wasting at Work The solution to the wasting time challenge actually starts at the time of. Leaders must have a clear and specific vision, along with a definitive description of the jobs needed and the type of people to fill those jobs to have a productive team. Team Members Need Clear Expectations Once employees are hired, make sure that each of your team members knows specifically what they are supposed to do and how and when they are supposed to do it. Most importantly, each team member must understand why they do what they do. They need to know how what they do fits into the vision you are creating. Set, Communicate, and Measure Performance Expectations The leader needs to recognize how to set and communicate realistic performance expectations for what needs to be done. Once set and communicated, the leader must follow through and hold the team accountable for meeting those expectations. Expectations allow you to measure results. If you can’t measure the results, then you cannot manage the process to achieve the desired results. In the absence of expectations or any effort to hold people accountable for meeting them, the team will set their own expectations and meet only the ones that they set for themselves. If employees know that their performance is being measured objectively, consistently and in a constructive way, they are less likely to wander off and waste time. It’s Never about Time Management Like I mentioned at the very beginning, the solution to combat employees wasting time at work starts with you, the leader, and both the expectations and accountabilities you establish. Let’s be clear, the solution has nothing to do with time management because you can’t manage time – it just keeps moving on. What you can manage is you, and how you use the available time you have at work