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Summer 2015

Rebecca Morgan, CSP, CMC
Certified Speaking Professional
Certified Management Consultant


Developing your key talent for strategic growth

408/998-7977
Rebecca@RebeccaMorgan.com
www.RebeccaMorgan.com
Grow Your Key Talent blog

 

Get a Deal if I'm 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.


* Nov. 10-17 Paris
* Nov. 18-22 Seville, Spain
* Nov. 24-27 Lisbon 

* Jan. 24-Feb. 5 Philippines
* May 16-22 Singapore
* May 23-26 Kuala Lumpur
* May 27-June 1 Siem Reap, Cambodia

* July 22-27 Phoenix

 

Remarkable Customer Service ... and Disservice


Calming Upset Customers

Get your copy (hard copy or eBook) of Remarkable Customer Service ... and Disservice: Case Studies and Discussions to Increase Your Customers' Delight today!

 

More info

 

Grow Your Key Talent


Calming Upset Customers

Get your copy (hard copy or eBook) of Grow Your Key Talent: Thought-Provoking Essays for Business Owners, Executives and Managers on Developing Star Staff today! 

 

Give Me a Call!

 

I'm always happy to brainstorm with you.

 

408/998-7977

Do You Jump or Take the Stairs?

 

In life, we have opportunities to examine how we approach life in a new context that is a metaphor. Recently I had such an opportunity to see if I was more likely to take an exciting path or a more mundane one.

 

 

Using Activities to Spawn Insights

 

Lecture is boring.

 

Discussion is better as it makes participants think.

 

But the best method for creating impactful insights is through meaningful activities. These can mix fun with powerful lessons, if facilitated properly.

 

This Spring I had the honor of working with several groups and included activities in place of or to supplement lecture and discussion.

 

Read these examples and see if you can add more activities to your meetings.

 

Sewing Up Customer Loyalty

 

Sometimes an organization empowers their people to go way above and beyond for their customers. We hear about these examples but rarely experience them ourselves.

 

I'm happy to report I was the recipient of such largess.

 

Use this example to think of ways you can increase your customer loyalty.

 

Why Would You Deny Your Customers Comfort?

 

I was in the second leg of a trip from San Francisco to Singapore via Japan Airlines. Normally, I have no beef with JAL as I find their crews generally friendly and helpful.

 

See if this story helps you examine if you have employees that are focused on denying your customers something they would appreciate.

 

Try Vs Make a Decision

 

You've heard the old adage, "There is no such thing as trying; you either do it or you don't."

 

I had a recent experience with this. Perhaps my lesson will be useful to you.

 

 

If You Have the Capability to Delight Your Customers, Why Wouldn't You?

 

Weeks before we arrived, I'd been communicating with the 5-star hotel's liaison to ensure my group of 10 could get checked in as quickly as possible as we had to leave within 45 minutes of our arrival at the hotel. The last time we stayed there, we loved the accommodations, but check in seemed inordinately slow. We asked that it be expedited, offering to send scans of our passports if that would speed things up. She assured me that we'd all be checked in within 10 minutes of arrival.

 

 

Surprise Your Customers with a Wow Experience

 

Outside baggage claim at the Singapore Airport, I saw a man with "Grand Hyatt" on his clipboard. I approached him, asking if they provided a shuttle. He said no, but he could arrange a town car. After confirming the price would be double that of a cab, I told him I'd just grab a taxi. He escorted me to the taxi queue and helped the driver put my luggage into the trunk.

 

 

Are Your Customers Waiting Needlessly?

 

I had to sign some documents at a local bank because for my role as Board Secretary of Together We Can Change the World. I called the bank officer and arranged to come in the next day. I called her on the appointed day to tell her I'd be there in 20 minutes. When I arrived, I had to wait 20 minutes for her to print the forms for me to sign.

 

 

The Gift of Water

 

One of the projects Together We Can Change the World supports is building wells in poor villages near Siem Reap, Cambodia. Each Spring, our group visits the new wells we've funded and we meet the families they serve.

    

Read about how a well changed a grandmother's life

 

A Personal Note


On my April/May trip to Singapore, Cambodia, Thailand and Malaysia, I enjoyed giving presentations at the HR Summit, the Grand Hyatt, Royal Plaza on Scotts, and Borei Ankor. I was also part of our group's presentations as fundraisers in Siem Reap and Bangkok. 

 

But the most touching part of our trips is always visiting our Together We Can Change the World projects in Cambodia and Thailand. If you'd like to follow our activities, please go to http://www.twcctw.org and sign up for our email list.

 

Let's Connect on LinkedIn


If you're a member of LinkedIn, let's connect there. Just send me an invitation with a reminder of how we know each other, or just "ezine reader" and I'll accept the invitation. Just click here to go to my profile and send me an invitation.