Changes

How do you handle changes?

It is what will determine or you succeed and how you lead.

Do you panic ? Get angry? Look to point blame?

Or

Do you quietly access the situation ? Look over options? Take control?

When situations arise that is when people look at you and see how YOU handle yourself and the moment.

The one thing that you can be certain of is that things will happen, situations will happe.

How will you handle it?

Customer Satisfaction

You provide value when you deliver the four components that reliably create customer satisfaction:

• A perfect product or service
• Delivered in a caring, friendly manner
• On time (as defined by the customer)
• With the backing of an effective problem-resolution process

5 complaints from customers

Top 5 Customer Service Complaints that Hurt Revenues

1.     Slow Response Times – with phone being the preferred method to contact customer service*, it’s important to provide access to the proper representatives as quickly as possible. As the clock ticks away customers become more focused on the frustrations with the delay than on getting the answers they seek.

2.     Unresolved Issues – customer lose trust and their loyalty erodes when they feel as though their issues are being left without a remedy. When this happens they are more likely to look for alternatives.

3.     Incorrect Resource Assigned – Being sent to the wrong location or department will only cause more distrust and contribute to complaints about issue resolution and response times.

4.     Lack of Empathy from CSA – Many customers are more forgiving and come away with a more positive view of companies when the customer service representative shows they actually care about the specific issue and getting it resolved. When you have no empathy, the poor experience lingers in the customer’s memory making it more difficult to retain their business.

5.     Being Sold to – Nobody enjoys receiving a scripted sales pitch, especially when they are wrapping up a customer service issue. With exceptional customer service you won’t need to shill. Your prompt reply, attention to their issue and hassle-free resolution will earn you more of their business, unlike a poorly times sales pitch.

Training

I went to a Resturant recently while on vacation ans was thoughaly impressed.

Not only on the food but the service blew me away.

Everybody was polite and everyone knew their role.

They all worked as a team.

No matter who was close to our table asked if we were all set or if they could help.

It did not matter who was assigned my table.

They worked as a team and were trained that way.

Even the suits stopped and helped.

Good service just does not happen.

It happens when someone cares, when someone trains to what they expect .

It needs to happen from the top down.

Good service is what people remember.

Success

Success happens when preperation meets opportunity.

Be ready..prepare, practice, organize.

Successful people earn it, especially those that sustain success.

Take my good friend Mat Franco, actually he is my son's best friend but I certainly grew close to him.

Mat just won America's got talent! He won a million dollars and is headlining a show in Vegas.

And he is 26!

Some people may think he is lucky but Mat was always dedicated to his craft.

Mat is a magician.

He has been practicing his art since he was six years old.

He went to college with my son and was very active and very well liked but he never loss site of what he wanted.

When other kids were doing video games for hours on end he was practicing magic.

Mat is so well dedicated that he taught himself to lay the guitar.

He thought it would be cool to play Sultans of Swing by Dire Straights.

If anyone knows that song you know that it is a very hard piece of guitar work to learn.

But he did it.

He just made up his mind, shut his door and listened to the song thousands of time and taught himself how to play it.

Amazing....that is dedication.

So when Mat entered to try America's got talent at age 26 he was ready.

Opportunity had arrived and he was ready.

Will you be ready?

CYA

Unfortunately we all live in a business world that is all about CYA.

People mainly wanting, and needing, to cover their all behind.

You can like it or dislike it or hate it but it remains a part of the working world that you must come to terms with.

I would like to someday follow the thread onto how and when this culture became so prevelant.

I am sure that with the birth of big buisness and huge corporations had a lot to do with it.

Let's face it back a hundred years ago most businesses were family owned or perhaps your neighbor or friend owned a store you helped or traded your goods there.

In any case their were more relationships, again we can like it, dislike or hate it but big buisness is here to stay.

So the CYA mentality will only grow from here.

Deal with it.

Get used to be copied in with a dozen of so people and having to explain more.

That is what bothers most of us 50 plus people, having yo explain what and why.

We grew up in a culture that allowed you to do what you do and not have to answer to a dozen people every time you made a decision. After all that is why you were getting paid- to do your job.

What is even more frustrating is having to explain your job or decision to a dozen people who probably do not know what you actually do and probably have never done it.

Again...deal with it.

I do not care what you do for a living the CYA will be there.

Just continue to do your job, do the best you can....and explain it the best you can to those that ask.

Prep

Do you prepare before you start your day?

Do you take inventory ?

Do you prep the house?

If you want to succeed you need to be organized, you need to prepare, ask questions way before you start your job or your day.

Do not ASSUME anything ! Do not look for others or somebody else to tell you something.

Be ahead of it....be in control.

The more out in front of it you are the more you will catch a problem before it becomes a problem.

Learn from mistakes and try not to make the same mistake twice.

Prepare...prep