Calming Upset Customers

July/August 2010
Rebecca Morgan, CSP, CMC
Certified Speaking Professional
Certified Management Consultant

Developing your key talent for strategic growth

Grow Your Key Talent
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.

July 15-22 Orlando
Aug. 12-13 Silicon Valley
Sept. 11 San Francisco
Oct. 18 Shelton, CT
Oct. 20-24  Lake Placid
April 14-17 Amsterdam
May 14 Denver

Featured in New Magazine

My fabulous graphic artist Kimb Mason has produced a new magazine, "Today's Professional Speaker" to showcase her many speaker clients. This inaugural issue features articles for newer speakers. She asked me to contribute my article, "Thriving In Today's Business Climate."

Download your free copy
Appointment to the Global Speakers Federation Board!

I am honored to be recently appointed to the Global Speakers Federation (GSF) Leadership Council as representing the National Speakers Association.

The GSF is a global organization for independent speaking organizations to collectively serve the interests of their individual members while advancing the professional speaking community worldwide.
Remarkable Customer Service ... and Disservice: Case Studies and Discussions to Increase Your Customers' Delight

Calming Upset Customers

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

Calming Upset Customers

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.

Get Your Free $650 personal 360 Report for Leaders

I'm thrilled to offer qualifying clients a free 360 report and consultation (combined value of $650) for a leader in their organization.

For a limited time and for the first 10 qualified clients, I'm offering this valuable assessment absolutely free. Your "fee" is to take a brief online survey of your impressions of the instrument.

More details here

What Makes Gayle's Bakery Always Have a Line of Happy Customers?

I've been patronizing Gayle's Bakery and Rosticceria in Capitola, CA for decades. I make a point of stopping whenever I am nearby. Yesterday, I made a special trip 10 miles out of my way to take an out-of-town friend to have a Gayle's experience.

Find out what Gayle's does that makes people return
Do You Allow Obtuse, Stubborn Staff to Wreck Havoc?

Obtuse people are wrecking havoc in your organization. They may be costing you customers and/or valuable employees. Their insistence on their way being the only right way is not only off-putting, it's infuriating to those who have to work with them.

They've gotten away with it for so long because they may be the one with the most knowledge in an area, they've intimidated their boss, they've threatened a grievance or law suit if disciplined, or they are related to someone at the top.

Read how to deal with these folks
Watch the Webinar Recording

If you missed my live webinar for Citrix called "Effectively Growing Your Key Sales and Service Talent: Are You Sunlight and Water or Just Manure?" you can watch the recording for free.

Watch here
When Is It Bad News That the Economy is Picking Up?

Recently an Associated Press article reported how more people quit their jobs in the last three months than were laid off. This is great news for the economy as it means people are confident about getting a new job - or they've already secured a new job.

So how could this be bad news?

It's not bad news for the individuals, nor for their new companies.
However, it could be bad news for your organization.


Read what this means to you
"I Have the Best Job in the World"

This was not what I expected to hear from the clean-cut, college-aged young man sitting in the parking attendant booth.

Read why he thought his job was the best
Are You in Love With Your Slides?

Recently, I and 20 other speakers presented 10-minute talks at an event. The night before, my colleagues and I met for dinner and the conversation turned to our presentations. Two friends were working out how they would manage to hook up their computers to show their slides since there was no time in between speakers.

Learn why they would have been better off without their slides
Magic Yellow Cards

One of a trainer's biggest challenges is to ensure trainees actually integrate the new skills into their daily practices.

If the trainer and the learner are in the same department, it's easier, as the instructor can watch the learner perform the new skills and can check on him/her regularly, providing kudos for utilizing new skills or coaching when needed.

However, when the provider is not housed in the same organization it can be difficult to ensure the new skills are being used. It has been a decades-long challenge for me, as an external consultant, to create ways that ensure learners actually integrate new skills.

See how this simple technique could dramatically increase your ROI
Next Dates for the "Get It Done Program"

This program's attendees continue to have tremendous breakthroughs in their businesses.

"Thanks for providing such a rich and memorable Get It Done Program weekend intensive. I appreciate the wealth of realistic, focused, do-able, step-by-step ideas. AND I'm already starting to implement them.

"What a fabulous group of participants you attract. There was so much knowledge, resourcefulness and fabulous energy in that room! I found myself more open and receptive to feedback and ideas than I have ever been at this kind of intensive event. Perhaps because you set the tone for respectful and creative input. Perhaps because it felt safe. Perhaps because your questions are so brilliant and right on. You never lost sight of who I am as a person.

"I wholeheartedly recommend this powerful program for anyone who wants to break free of that stuck place and Get It Done." -Elayne Savage, PhD,  Relationship and Workplace Coach and Author of Don't Take It Personally! The Art of Dealing with Rejection

The 6-month "Get It Done Program" is designed to help independent professionals get clarity on ideas that will move their businesses forward fast. We clarify their strategies, and create a viable action plan. We meet as a small group (generally 6 people) for two days and help them suss out their ideas. There is no lecture, except explaining whatever info they need in context of their desired projects.

Attendees get the 2-day small group kickoff, 1-on-1 monthly coaching with me to help them move forward and a monthly group mastermind/coaching call.

Join us!

July 21-22 Orlando, FL (immediately following the NSA convention)
Aug 21-22 Silicon Valley (near the San Jose airport)

Read more on this unique program