Actions speak louder than words...

You know the expression: "actions speak louder than words?"

Take a peek at these actions and match them to the message you might be sending your customers, co-workers or your boss.

ACTION

1.     Looking at the clock

2.     Looking at your phone

3.     Slumping your shoulders

4.     Drumming your fingers

MESSAGE

a.     I’m bored

b.     I’m bored

c.     I’m bored

d.     I’m bored

What’s the moral of the story?  If your goal is to convey empathy, listening or understanding, you’d be better off sitting up straight, making eye contact and smiling. 

YAY me!

Here's a simple way to have a better 2016.

Step 1:  Keep a file of the good stuff you do. Maybe it's an email thanking you for the request you just completed or perhaps it's a hard copy file with written thank you notes you have received. 

Step 2:  When the day isn't going the way you planned or you get a tough caller, review your Yay Me! file for a reminder of your awesomeness.

via GIPHY

Repeat as needed...

Time to Get Personal

This week, give them great customer service, and make it personal. 

How? Chances are, you are sending out professionally written invoices, renewal cards or budget statements or even ‘welcome to our company’ letters.  This is a great opportunity to make it personal.

Why not attach a post-it note to a few of them?

◾"Congratulations on your new home, Paula.  We look forward to keeping you warm this winter."

◾ "Thanks for being our customer, Steve." 

◾"Noticed you’ve been our customer for 5 years now.  Thank you for your ongoing loyalty."

This kind of personal connection helps build customer loyalty.

This week, look for ways to reach out and touch someone (figuratively, not literally!).

It's MONDAY!

What is the first thing that comes to your mind when you sit down at your desk on a Monday morning?

• Here we go again.... can't wait till Friday
• I hate Mondays
• I have a busy week planned
• Yay!  Wonder how I can help someone today?

“If you get up in the morning expecting to have a bad day, you’ll rarely disappoint yourself. Wayne Dyer, PhD”

Mondays set the tone for the week.  Wouldn't you rather have a good one?  Try one of these tips: 

• Call it "A Marvelous Monday"
• Rise to the challenge - stand up and stretch
• Have a little chat with yourself and say your mantra: "I'm awesome, I'm awesome, I'm awesome"

What do you do to master your Mondays?

 

Holiday Humor

Humor is a great morale booster in the office.  Be sure to appreciate your colleague who shares a joke or makes you smile.  If that's you - thank you!

Happy Holidays from all of us at Ward Certified Consulting

Special Note:  We're holding our Pay it ForWARD contest on Facebook.  There are individual and office prizes to be won.  Simply share a pic or post about what you've done for someone else.   Click here

Whoa....slow down!

This time of year, it seems everyone is in a rush.

Whoa...slow down for a minute! 

When you rush your greeting, you send the message to the caller that they are not that important. Your pace is saying you're too busy or unable to give the caller your full attention.  

 Yes, you may be busy, but don't announce that to your callers or they might:

• Get tougher to deal with;
• Ask to speak to your boss;
• Consider talking to the competition.

None of these are good.

Try this tip.  Move your lips to clearly enunciate the words in this phrase:

"Running reindeer romp 'round red wreaths" 

How'd you do?

My guess is that you were successful and you did it by slowing down.

This week, focus on saying your greeting slowly and see what reaction it inspires from your callers.

Special Note:  We're having a Pay it ForWARD contest on facebook.  There are individual and team prizes.  Simply share a pic or a post of what you've done for someone else and you will be entered. 

Click here

Transferring you now...

One thing that makes a customer feel unappreciated is a bad transfer.  Let's put an end to that!

View fullsize

Naughty transfer

Customer Carol:  Hello, I’d like to verify the amount owed on my account.

Dasher in Customer Service: That’s not my job.  Hold on - click…

Prancer in Accounting:  Prancer speaking...

Nice transfer

Customer Carol:  Hello, I’d like to verify the amount owed on my account.

Dasher in Customer Service: Certainly, Prancer in Accounting takes care of that.   Do you mind holding while I get him on the line?

Customer:  I’ll hold.

Dasher: Thank you, one moment.

Dasher dials Prancer and explains, "I have Carol on hold, she would like to verify her account balance." 

Prancer: Absolutely, put her through.

Prancer takes the call and greets Carol with "Good morning Carol, I understand you have a question about your account.  I can help. 

There were at least 4 things done well in the nice call - what were they?