|
January/February
2011
|
|
|
|
|
Get a Deal if I'm Working Near You!
You can save money by
piggybacking with my other clients. If you want to explore what I could
do to help your people be more effective, contact me ASAP so I can work
you into my travel schedule.
Or get several companies together for a presentation. Or gift your
clients with a presentation for their teams.
Jan. 15 Los Angeles
Feb. 4 Richmond, VA
March 12 Denver
April 9 London
April 14-17 Amsterdam
May 28 Singapore (hold)
May 30-31 Jakarta
|
|
Remarkable Customer Service ... and Disservice: Case
Studies and Discussions to Increase Your Customers' Delight
This book is full of examples
of superior customer service ... and below par service. Following each
example are questions to ask your team to prompt discussions of what
went right -- or wrong. Then you can decide how to use the lessons to
improve your customers' delight.
More info
|
|
Grow Your Key
Talent: Thought-Provoking Essays for Business Owners, Executives and
Managers on Developing Star Staff
Many executives think that only HR needs to think about
how to grow their internal leadership. By offloading all the thinking
about this they are sure to stunt their company's growth. This book
helps you examine what you should be considering when looking at
helping your people grow to take on more responsibilities.
More info
|
|
Give Me a Call!
I'm always
happy to brainstorm with you.
408/998-7977
|
|
|
|
Watch Webinar Recording
Gold Stars Speakers Bureau sponsored my
webinar "Effectively Growing Your Key Talent: Are You Sunlight and
Water - or Just Manure?"
Watch it here
|
|
Do You Have European Colleagues?
I'm excited to be speaking in London and Amsterdam in April. I'm looking
for one or two more organizations to serve while I'm in Europe. If you
have colleagues who would benefit from a high-energy, high-content, fun
presentation while I'm in London, the Netherlands, France, Belgium, or
Luxembourg, I'd love you to introduce us via email. Just send us both an
email introducing me to them and I'll take it from there.
I'll be returning to SE Asia in late
May, so would love to serve more clients to that trip. So if you have
colleagues there, please introduce us via email.
|
|
Retailer Shows Stellar Service Creates
More Sales
I
hate to shop. I'm an in-between size and find it difficult to find what
looks good at a reasonable price.
Years
ago I discovered the services of department store personal shoppers. They
don't cost anything for their services and aren't high pressure. In fact,
I've found they actually save me time, money, and many headaches. And I
generally walk out of the store with items that fit and I can use.
Read how you can apply
the lessons from this retailer to your organization
|
|
Talking to Pretend Participants
With traditional stand-up training on the wane in 2010, I began to be
more assertive in offering virtual training to my clients. Many took me
up on it. As the year progressed I got better and better at them - but, I
learned recently, not perfect.
Learn how to punt
during a webinar
|
|
Be Courageous When Initiating Negative
Conversations
Recently
I received a flaming email from an acquaintance taking me to task for a
perceived lack of judgment which he found egregious.
I
was dumfounded that he would take this route.
There
were two major reasons I was taken aback.
See what those were and how you can avoid them.
|
|
Speaking Customer Service Reps' Language
Yields Great Results
You've
seen plenty of articles on how customer service providers should adapt to
their customers to provide better service. This is sage advice - which
I've given many times over the decades.
But
how about reversing the concept for when you're the customer? What can
you do to increase the likelihood you'll instill the "extra
mile" behavior when you are being served? I've been experimenting
with this and so far am thrilled at the results.
Read my examples of what transpired.
|
|
Are You Measuring the Wrong Things
The
very helpful SunTrust Mortgage customer service rep was the epitome of
professional. She was pleasant, thorough and genuinely wanted to help me
resolve my problem.
However,
the SunTrust computer system wouldn't let her.
|
|
Creating Disengagement
I
serve on a volunteer committee that's been meeting every two weeks for 4
months. In my 30 years of volunteering for this organization, this is the
most frustrating experience to date.
Learn how you can avoid creating disengagement
|
|
