Christine’s Blog
posted on May 17, 2021 by
Leave a Comment
For Financial Advisors, Financial Planners and Insurance Professionals- Women are a Great Niche Market
Women are a great niche market and can be more valuable clients than men and are more apt to provide referrals. Investment News reported this based on a study conducted by Delia Passi. At an Investment Management Consultants Association presentation, she made this statement, “Over a lifetime, women will make 26 referrals to their financial advisor on average, compared with 11 by the typical male client.”
Based on my experience working with numerous financial services providers, I believe this.
Here’s just one example: The owner of one of the country’s top producing wealth management firms located in Texas hired owner hired me to help improve his marketing materials, make recommendations for new and special events, and help him to create a service culture. The night before the our work was to begin, he took me to dinner and told this story: [Read more…]
posted on May 4, 2021 by
How to Keep Your Performance Rockstars
“Bruce has brought in more business than anyone else. He has
“Susan is the best customer service manager we have ever had. Our customers love her and so does her team. She fixes problems and comes up with ideas to prevent them too! I don’t think I could find anyone better.”
“Tammy brings in 40% of the sales of this company and works harder than anyone. She is amazing. The others can’t compete with her. She gets a nice commission, and a Quarterly bonus, but I can’t give her more than that, or the others will be jealous. If I give her a piece of the company, my son will be unhappy. I never want to lose her. What should I do?”
[Read more…]posted on May 27, 2020 by
Customer Focused Culture – A Great Example
| One of the best examples of a company with a customer-focused culture is Logitech. Employees are encouraged to consistently consider what Jan Carlzon, former President and CEO of Scandinavia Airlines (SAS) referred to “Moment’s of Truth” in his popular book. Most every executive and service manager has read it. And every customer service speaker has too, including yours truly. It is the moment when a customer interacts with a brand, product, service, or individual to form or change an impression about the company. This includes is every single step of the customer experience. Their core CX principles are right on! They are known throughout the company as the 5 E’s: · Empathy · Expectations · Effortless · Engaging · Error-free Who wouldn’t want to do business with a company that is focused on these? Each principle demonstrates to the customer that the company has their best interest in mind. Customer-Focused Culture Executive Explains As CIO, Head of Customer Experience, and Head of Workplace Services, Massimo Rapparini has stated, “Starting with an empathetic mindset puts all Logitech employees in the shoes of the customer and helps them see things from their perspective. From there, they can work to clearly set expectations, make the experience as few steps as possible, build customer relationships, and remove errors.” Makes sense! And smart. A Customer-Focused Culture Includes Choices Today’s customers want choices. Logitech offers a wide range of products including gaming headsets to enterprise technology accessories to choose from, but focusing on customers and not only their great products, has helped the company grow and prosper. Applying the “Customer Focused” philosophy, along with smart business practices, Logitech has built a successful and sustainable company – even through these tough times. They have a high level of customer loyalty and customer advocacy, but happy shareholders. I’m one of them. I would add one more though – EXCELLENCE! I have always said, “Your culture can make you or break you.” Customer Focused is where it’s at. |
posted on May 25, 2020 by
How To Institute Change
This article has been published in numerous trade publications.
The world has changed! That’s an understatement. No one expected the unprecedented changes that have occured in our world, in business, and in the workplace. The pandemic turned our world upside down.
As a result, companies have had to make changes to ensure survival and success.
In this environment, no business can afford to maintain the Status Quo!
One of the most challenging and important responsibilities for leaders is to institute change. Managerial calls to embrace change are often met with resistance and uncertainty. If not managed correctly, disgruntled employees, profit loss, poor performance, and unacceptable levels of customer service can be the result. Worse, people may simply leave! Employees that have been working from home for the past year or two and are told to go back to the office is a change the majority of employees don’t want to make. Employees leaving their jobs is a harsh reality we must face.
Below are methods to help you manage change, and the transition process. [Read more…]
posted on April 7, 2020 by
Asking Questions and LISTENING
Enhance your ability to close sales by developing the habit of asking questions and listening to what your prospect or existing customer has to say before you start selling. It is the most effective way to learn about your customer’s needs. Asking questions and listening also helps to gain your customer’s confidence, and shows them you care. [Read more…]
posted on March 30, 2020 by
Sales Managers – Don’t Waste Your Time Coaching The Wrong Sales People
Are you providing sales coaching to the wrong people?
I categorize sales professionals in three groups. 1) Sales Strugglers, 2) Sales Makers and 3) Sales Champions. [Read more…]
posted on March 25, 2020 by
Business Development for 2022
We all have this in common: We want 2022 to be a great year! To make it happen, you need a smart competitive strategy and dynamic leadership throughout your entire organization. You also need to overcome the Covid Crisis, adapt to the changes that have occured, and move forward.
Below are five strategies for businesses leaders to help drive business development and five strategies for business professionals to help make 2022 a profitable and productive year.
posted on November 10, 2019 by
Make a Decision to be Successful
No matter what challenges you may be facing in your business or personal life, if you want to overcome them, achieve success and experience accomplishment you’ll need a positive attitude. (Gee, tell me something I didn’t know!) You’ll need that if you want to get the results you want. If you don’t have it, you are sabotaging any effort you may make. Second, you’ll need a sense of vision—seeing how much more successful you can be in your present job or in even in a completely different career. Or, if you are an executive or manager, you’ll need to have that vision first, then see how much more successful you can make your own company, and what you can dare to accomplish. Third, you need to make a decision to succeed and be a winner.
posted on November 2, 2019 by
The Keys to Success Are Quite Simple
Keep it simple. You’ve heard that before. Have you heard this? The keys to success are quite simple too. Here are ten simple keys to success to keep in mind: [Read more…]
posted on August 11, 2019 by
Avoid the Family Owned Business Blues
Managing any business is tough, but running a family owned business is even tougher. Internal conflicts, family matters, business concerns, and ownership transition make running the business very complicated, and often emotionally charged. In fact, according to the Small Business Administration, only 33% of family owned businesses survive the transition from first generation ownership to the next generation.
