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Rabu, 30 Mei 2012
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Leadership development, change management,business keynote speaker, keynote speaker:
Gregory P. Smith [http://r20.rs6.net/tn.jsp?e=001hAT7eZljtMndYLXzp9u48cv4xqffji1vPwmrs0m1iPzmvGm4t1AeHxwdVcvL1HXii7rJ8SMxcSXIGAtR15aiooZlJjdDB5Clp2UdrPju_s05SyYmZVBQxQ==]
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PERSONAL NOTE FROM THE LEAD NAVIGATOR
Have I lost my mind? Yes, I am sitting on a Texas Long Horn steer! Many people
have accused me of being full of bull - now you know the truth. The real story
is I was speaking at a conference in Austin and the resort I was staying at
was offering and I just could not resist.
Please keep us in mind if your organization needs a speaker or training program
for the future.
Charting your course!
Captain of the Ship and Lead Navigator
Gregory P. Smith
We Have Come a Long Way
I am always careful about sending people to another website, but these photos
are fascinating. These pictures of American life were taken during the time
period of 1939-1943.
http://extras.denverpost.com/archive/captured.asp [http://r20.rs6.net/tn.jsp?e=001hAT7eZljtMkx3cBCwqrmge21VcRrLyi3anEYtD93gVxzQP9bgiAhFe1-R5LBLF9PB1iBEfkC85_6G1EWQtUsTfJ8_y_1kNNd4hz_HF0OXWNAd6QIoAc8Z5SM75zfWsEOb7IReYYYwcZ9rECvsFhgMw==]
Great Customer Service is Not Grumpy, Grouchy or Gross
Most businesses spend more time and energy trying to find new customers
than retaining and making their current ones happy. The logic behind customer
retention management (CRM) is simple -- It costs far less money to keep
customers happy than to spend much more money replacing the unhappy ones
with new customers. If you take care of your customers they tell their
friends about your business and will in the long run end up spending more
money. It is not rocket science. Let me provide you an example
of what I am talking about.
I dread eating at airports. If you travel as much as I do, you are probably
familiar with the "Three G's" as it applies to airport fare-Grumpy, Grouchy
and Gross.
Recently, I had an early flight to catch at the Ontario, California airport.
I found myself standing outside the closed and gated doorway to an Applebee's
restaurant ten minutes before opening time. I just knew they would be late
opening the doors and I expected to receive the usual grumpy service common
at most airports. I was wrong!
Bam! The clock struck five, the lights popped on and this charming and
professional person opened the doors. She greeted me with a smile, a warm
"hello" and told me to sit anywhere I wanted. I never had seen such a positive
attitude at 5:00 in the morning.
As I enjoyed my meal, I watched her cheerfully greet customers, many of
which she called by their first name. They were the "regulars" she said.
Felicia was the remarkable person who made that small restaurant pleasant
and memorable. Next time I return to the Ontario Airport, I guarantee you
this is the place I will go to first.
Here are seven steps to build customer loyalty.
1. Select the right people. In the book, From Good to Great, Jim Collins
said, "People are not your most important asset, the RIGHT people are."
Most businesses do a miserable job hiring people. They hire just anyone,
provide little or no training and place them on the front-line with customers.
Spend more time recruiting and hiring the right people with good personalities.
Focus on those who are friendly and demonstrate an interest and
enthusiasm for the job.
2. Sensationalize the experience for your customers. Good service is not
good enough. A Gallup survey showed a customer who is "emotionally connected"
to your place of business is likely to spend 46% more money than a customer
who is merely "satisfied" but not emotionally bonded.
3. Set performance standards. Outline the behaviors of how employees should
act, speak and respond to customer needs and requests. One of our clients
developed twenty customer service commandments outlining the actions and
behaviors he wanted his service people to provide to customers.
4. Sustain on-going training and reinforcement. Good customer service skills
are not natural for most people. Effective customer service training must
be reinforced and taught on a recurring basis. For example, the Ritz-Carlton
hotels provide a thorough customer service training program for all of
its employees during their orientation. Then each supervisor conducts
a daily "line-up" to review one of the commandments with his employees
ten minutes before each shift.
5. Shower good employees with rewards and recognition. It is hard to find
and keep good employees. So do everything in your power to retain and motivate
them. Sure, employees want to be paid well, but they also want to be treated
with respect and shown appreciation. The front-line supervisor has the
greatest impact on motivating and retaining employees.
6. Survey your customers and reduce your defection rate. On average, businesses
lose 15-20 percent of their customers each year to their competition. All
businesses encounter this, but few do much about it. To improve retention,
one client sends out a customer service report card to its top customers
every month. This requires an evaluation based on four specific criteria.
They tally the results and make sure employees see the scores.
This motivates the employees to do a better job.
7. Seek customer complaints with enthusiasm. For every complaint there
are at least 10 other customers that visited your business who have the
same criticism. A portion of those 10 people just took their business
to your competitor. Look at customer complaints as an opportunity for improvement.
Learn more about our customer service programs. [http://r20.rs6.net/tn.jsp?e=001hAT7eZljtMl-NZFDu7Q8FTYVO_0sESNc2cwRKxaBrt7UCnqBEnIU4TsvDScwacAFpc7i2cLFuC-9g4ZrvT53Ev3_Gw4f9VdkSdUDYmpXSHAac9FDzCfzr8uczrPf-rk_G38fYsBPdm8XD6UAhrXVMmf6Zq082RaA]
DISC Certification Group Coaching Training Program
(Webseminar)
Upon successful completion of the training, you may teach and conduct
workshops in your organization or training practice.
Cost: $895
http://ow.ly/6Ogw4 [http://r20.rs6.net/tn.jsp?e=001hAT7eZljtMmUT3mvJ_vgkLsMjupyDgQ_kS5e_7EIssCFzl5WldG0bZ2ABALnitnLe103i68DuDLaJa9IySDHd6PQnBs43otRJDdNMORhXGg=]
FACTS, FIGURES AND FACTOIDS
Taking Off In response to the question, "Have you used all of your vacation
time this year?" 46 percent of 627 workers surveyed in an online poll
answered "no."
Source: Right Management, Philadelphia
Pet Preferences
According to a survey of 2,301 U.S. full-time workers with pets, dog
owners are more likely to hold senior-management positions, while fish
owners are more likely to be human resource professionals.
Source: Careerbuilder.com, Chicago
Hang Up the Phone
Twenty percent of 148 Fortune 500 companies ban all employees from using
their cell phones while driving, according to the preliminary result
of a recent survey.
Source: National Safety Council; Itasca, Ill.
Hiring Forecast
Forty-seven percent of 1,100 hiring managers and recruiters surveyed
expect voluntary employee departures to increase in 2011, and 29 percent
indicate that salaries for new hires are increasing compared to last
year.
Source: Dice Holdings Inc., New York
Be Prepared
Only 14 percent of 1,098 senior managers and executives say their organization
is "well prepared" to deal with the sudden loss of its key leaders, according
to a new survey.
Source: American Management Association Corporate Learning Solutions,
New York
Sandwich Generation
According to a new study of 1,305 full-time employees, 42 percent with
minor children say they live paycheck to paycheck, compared to 64 percent
of workers who care for both minor children and elderly relatives.
Source: MetLife, New York
As reported in Human Resource Executive magazine
TOOLS, PRODUCTS and RESOURCES
Online Assessment Center
We provide a comprehensive portfolio of hiring and development solutions
including 360, team, customer service, executive talent and management
development reports and assessments.
More information [http://r20.rs6.net/tn.jsp?e=001hAT7eZljtMkBOCxOk07L-SddLQfH5dz5CYee1bwI5IsQFGe18wvnx4ocEdo9Z82S6jt-nNxaCLOROuEDzt3_REqYWXwmLzii8Tm87MGeXjVZINj1ANB2MbDQi9qgIZS02yHPeSj2harBjsW5a8Td4A==]
Fired Up! Leading Your Organization to Achieve Exceptional Results
Organizations need everyone to contribute their best. Fired Up! is a leadership
book designed to show executives, business owners and leaders how to boost
performance and create a high energy work culture from the bottom to the
top.
Normal price: $24.95
Sale price: $19.95
More information [http://r20.rs6.net/tn.jsp?e=001hAT7eZljtMnoFAVfw4ZdwxIGbLs-sHI51SvkGfb5OxKPDxEnH61VeZxcG18V44w-QLGHhqYMojfTDTgwec5mhPsqpjEFrUJ0q5xHpL6_tBncaIBzpzGTTGSb_wr_JDIwF89M48G2ryc=]
Icebreakers and Team Building Exercises
How many meetings have you attended that are just the same old thing -- boring
gatherings you can't wait to leave! Here is an opportunity to make your next
meeting, class or team building event something dynamic and interesting.
Click here [http://r20.rs6.net/tn.jsp?e=001hAT7eZljtMkI4v7F422qvz8SwAp81ZmOHlFEHyEYH-Xyy6Sw02o6tEtlwvqMvXFSwiFZWt4BiIgosX9PYgd3zjj1KEeusE9I_PkzvfQ8U5z6QhuI4E2EGH0St6wCPBb_VrrMShkeeNkJJt6_NR87Kg==]
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Leadership development, change management,business keynote speaker, keynote speaker:
Gregory P. Smith [http://r20.rs6.net/tn.jsp?e=001hAT7eZljtMndYLXzp9u48cv4xqffji1vPwmrs0m1iPzmvGm4t1AeHxwdVcvL1HXii7rJ8SMxcSXIGAtR15aiooZlJjdDB5Clp2UdrPju_s05SyYmZVBQxQ==]
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PERSONAL NOTE FROM THE LEAD NAVIGATOR
Have I lost my mind? Yes, I am sitting on a Texas Long Horn steer! Many people
have accused me of being full of bull - now you know the truth. The real story
is I was speaking at a conference in Austin and the resort I was staying at
was offering and I just could not resist.
Please keep us in mind if your organization needs a speaker or training program
for the future.
Charting your course!
Captain of the Ship and Lead Navigator
Gregory P. Smith
We Have Come a Long Way
I am always careful about sending people to another website, but these photos
are fascinating. These pictures of American life were taken during the time
period of 1939-1943.
http://extras.denverpost.com/archive/captured.asp [http://r20.rs6.net/tn.jsp?e=001hAT7eZljtMkx3cBCwqrmge21VcRrLyi3anEYtD93gVxzQP9bgiAhFe1-R5LBLF9PB1iBEfkC85_6G1EWQtUsTfJ8_y_1kNNd4hz_HF0OXWNAd6QIoAc8Z5SM75zfWsEOb7IReYYYwcZ9rECvsFhgMw==]
Great Customer Service is Not Grumpy, Grouchy or Gross
Most businesses spend more time and energy trying to find new customers
than retaining and making their current ones happy. The logic behind customer
retention management (CRM) is simple -- It costs far less money to keep
customers happy than to spend much more money replacing the unhappy ones
with new customers. If you take care of your customers they tell their
friends about your business and will in the long run end up spending more
money. It is not rocket science. Let me provide you an example
of what I am talking about.
I dread eating at airports. If you travel as much as I do, you are probably
familiar with the "Three G's" as it applies to airport fare-Grumpy, Grouchy
and Gross.
Recently, I had an early flight to catch at the Ontario, California airport.
I found myself standing outside the closed and gated doorway to an Applebee's
restaurant ten minutes before opening time. I just knew they would be late
opening the doors and I expected to receive the usual grumpy service common
at most airports. I was wrong!
Bam! The clock struck five, the lights popped on and this charming and
professional person opened the doors. She greeted me with a smile, a warm
"hello" and told me to sit anywhere I wanted. I never had seen such a positive
attitude at 5:00 in the morning.
As I enjoyed my meal, I watched her cheerfully greet customers, many of
which she called by their first name. They were the "regulars" she said.
Felicia was the remarkable person who made that small restaurant pleasant
and memorable. Next time I return to the Ontario Airport, I guarantee you
this is the place I will go to first.
Here are seven steps to build customer loyalty.
1. Select the right people. In the book, From Good to Great, Jim Collins
said, "People are not your most important asset, the RIGHT people are."
Most businesses do a miserable job hiring people. They hire just anyone,
provide little or no training and place them on the front-line with customers.
Spend more time recruiting and hiring the right people with good personalities.
Focus on those who are friendly and demonstrate an interest and
enthusiasm for the job.
2. Sensationalize the experience for your customers. Good service is not
good enough. A Gallup survey showed a customer who is "emotionally connected"
to your place of business is likely to spend 46% more money than a customer
who is merely "satisfied" but not emotionally bonded.
3. Set performance standards. Outline the behaviors of how employees should
act, speak and respond to customer needs and requests. One of our clients
developed twenty customer service commandments outlining the actions and
behaviors he wanted his service people to provide to customers.
4. Sustain on-going training and reinforcement. Good customer service skills
are not natural for most people. Effective customer service training must
be reinforced and taught on a recurring basis. For example, the Ritz-Carlton
hotels provide a thorough customer service training program for all of
its employees during their orientation. Then each supervisor conducts
a daily "line-up" to review one of the commandments with his employees
ten minutes before each shift.
5. Shower good employees with rewards and recognition. It is hard to find
and keep good employees. So do everything in your power to retain and motivate
them. Sure, employees want to be paid well, but they also want to be treated
with respect and shown appreciation. The front-line supervisor has the
greatest impact on motivating and retaining employees.
6. Survey your customers and reduce your defection rate. On average, businesses
lose 15-20 percent of their customers each year to their competition. All
businesses encounter this, but few do much about it. To improve retention,
one client sends out a customer service report card to its top customers
every month. This requires an evaluation based on four specific criteria.
They tally the results and make sure employees see the scores.
This motivates the employees to do a better job.
7. Seek customer complaints with enthusiasm. For every complaint there
are at least 10 other customers that visited your business who have the
same criticism. A portion of those 10 people just took their business
to your competitor. Look at customer complaints as an opportunity for improvement.
Learn more about our customer service programs. [http://r20.rs6.net/tn.jsp?e=001hAT7eZljtMl-NZFDu7Q8FTYVO_0sESNc2cwRKxaBrt7UCnqBEnIU4TsvDScwacAFpc7i2cLFuC-9g4ZrvT53Ev3_Gw4f9VdkSdUDYmpXSHAac9FDzCfzr8uczrPf-rk_G38fYsBPdm8XD6UAhrXVMmf6Zq082RaA]
DISC Certification Group Coaching Training Program
(Webseminar)
Upon successful completion of the training, you may teach and conduct
workshops in your organization or training practice.
Cost: $895
http://ow.ly/6Ogw4 [http://r20.rs6.net/tn.jsp?e=001hAT7eZljtMmUT3mvJ_vgkLsMjupyDgQ_kS5e_7EIssCFzl5WldG0bZ2ABALnitnLe103i68DuDLaJa9IySDHd6PQnBs43otRJDdNMORhXGg=]
FACTS, FIGURES AND FACTOIDS
Taking Off In response to the question, "Have you used all of your vacation
time this year?" 46 percent of 627 workers surveyed in an online poll
answered "no."
Source: Right Management, Philadelphia
Pet Preferences
According to a survey of 2,301 U.S. full-time workers with pets, dog
owners are more likely to hold senior-management positions, while fish
owners are more likely to be human resource professionals.
Source: Careerbuilder.com, Chicago
Hang Up the Phone
Twenty percent of 148 Fortune 500 companies ban all employees from using
their cell phones while driving, according to the preliminary result
of a recent survey.
Source: National Safety Council; Itasca, Ill.
Hiring Forecast
Forty-seven percent of 1,100 hiring managers and recruiters surveyed
expect voluntary employee departures to increase in 2011, and 29 percent
indicate that salaries for new hires are increasing compared to last
year.
Source: Dice Holdings Inc., New York
Be Prepared
Only 14 percent of 1,098 senior managers and executives say their organization
is "well prepared" to deal with the sudden loss of its key leaders, according
to a new survey.
Source: American Management Association Corporate Learning Solutions,
New York
Sandwich Generation
According to a new study of 1,305 full-time employees, 42 percent with
minor children say they live paycheck to paycheck, compared to 64 percent
of workers who care for both minor children and elderly relatives.
Source: MetLife, New York
As reported in Human Resource Executive magazine
TOOLS, PRODUCTS and RESOURCES
Online Assessment Center
We provide a comprehensive portfolio of hiring and development solutions
including 360, team, customer service, executive talent and management
development reports and assessments.
More information [http://r20.rs6.net/tn.jsp?e=001hAT7eZljtMkBOCxOk07L-SddLQfH5dz5CYee1bwI5IsQFGe18wvnx4ocEdo9Z82S6jt-nNxaCLOROuEDzt3_REqYWXwmLzii8Tm87MGeXjVZINj1ANB2MbDQi9qgIZS02yHPeSj2harBjsW5a8Td4A==]
Fired Up! Leading Your Organization to Achieve Exceptional Results
Organizations need everyone to contribute their best. Fired Up! is a leadership
book designed to show executives, business owners and leaders how to boost
performance and create a high energy work culture from the bottom to the
top.
Normal price: $24.95
Sale price: $19.95
More information [http://r20.rs6.net/tn.jsp?e=001hAT7eZljtMnoFAVfw4ZdwxIGbLs-sHI51SvkGfb5OxKPDxEnH61VeZxcG18V44w-QLGHhqYMojfTDTgwec5mhPsqpjEFrUJ0q5xHpL6_tBncaIBzpzGTTGSb_wr_JDIwF89M48G2ryc=]
Icebreakers and Team Building Exercises
How many meetings have you attended that are just the same old thing -- boring
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