Enhance the Buying Experience! [Read more…]
I have had the privilege of working with many companies who are known for service excellence – the award-winning Caterpillar dealer, who makes his people role play during down time and uses a state of the art service measurement tool that measures every single aspect of service excellence – including the level of service executives and managers provide to employees, the top producing wealth management firm in Texas that gives clients the impression they are walking into the lobby of the Ritz-Carlton when entering the company’s elegant office and are greeted by the company’s “Director of First Impressions;” American Honda, whose employees rave about how well they are treated by their company; the Harley-Davidson dealer that holds short meetings every Friday morning before opening time to “talk-up” customer service and get people pumped up for sales … and so many more. These already outstanding organizations ask me to work with them because continuous improvement is one of their company’s core values. [Read more…]
1) Ditch the term “employee.” Progressive companies refer to their staff to as “business partners,” “colleagues,” “team members,” or “associates.” All of these infer a level of respect for the individual. Smart.
2) Ditch the term “customer satisfaction.” Satisfaction isn’t enough. Strive for higher levels of customer loyalty. Measure the number of repeat and regular customers. Strive for higher levels every year.
3) Ditch micro-managing. Instead, help, guide, approve, thank, coach. When you are sure employees are competent, empower them.
4) Ditch boring meetings. Maybe even ditch some of the meetings. And certainly do all you can to make your virtual meetings interesting through employee involvement, contests, brainstorming, etc. Be creative! Make sure you are not the only one talking.
5) Ditch the discussion of revenue and talk profitability to your “business partners.” Remind them that
REVENUE IS REALLY NICE! PROFIT IS WHAT MATTERS!
6) Ditch conflict situations. Apply conflict management techniques – whether the conflict is between you and someone else, between two team members, or between departments.
7) Ditch people in leadership positions who do not demonstrate the values of honesty, integrity, professionalism, health and safety, accountability, family, and your other core values. Every leader should treat employees exceptionally well and lead in the same way. Create “guiding principles” on how you lead, and how to treat people.
8) Ditch under-performers. As hard as it is to attract, hire, and retain employees these days, eliminate underperformers. You can’t afford to have them on your team- especially if top performers have to make up for the slack in their work.
9) Ditch using the term “back to normal.” Strive for higher aspirations if you want to achieve success in today’s world. Business has changed.
10) Ditch negativity. It’ just too hard for people to have a smile on their face and stay motivated to perform if you or anyone on your team is negative. Negativity has a powerful force of it’s own.
“Whose job is it to keep you motivated?”
When employees are asked this question, you might think the response would be “It’s my job to keep myself motivated.” But, in reality, the most frequent and correct answer is, “It’s my boss’s job.” [Read more…]
Let’s face it. Customers have more ways to purchase, and more sales people knocking on their doors. They too, have quality products and services to offer. They too, boast high levels of customer satisfaction. Below are three simple yet effective ways to motivate customers to want to purchase from you rather than your competition. [Read more…]
CHRISTINE CORELLI & ASSOCIATES, INC
6401 Lincoln Avenue Suite 204
Morton Grove, IL 60053 (20 Minutes from Downtown Chicago – 20 Minutes from Chicago airport )
(847) 477-7376
Email Christine
