Guest or Interruption?

When the phone rings, what is your first response?

1. Darn, I'm in the middle of something!
2. Arrggh, what now?
3. Hmm, I wonder what they need and how I can help?

I hope you chose number 3, 'cause what you say to yourself sets the tone for the interaction.

This week, each time the phone rings:

• Stop what you are doing (people over tasks)
• Choose to think something positive
• Then greet that caller as a guest.

At the end of the day, take a moment to reflect on your calls and notice how much better your interactions unfolded.

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”

— Jeff Bezos, CEO of Amazon

Happy MLK Day

Dr. Martin Luther King Jr. dedicated his life to improving the world in which he lived—and challenged the rest of us to do the same.

What can you do today to make your customer’s world better? Focus on empathy.

Empathy means understanding your customer’s point of view, regardless of whether or not you agree.

When they say, “Your technician is late”       “I apologize for the inconvenience”

When they say, “Your bills are hard to understand”      “I see your point”

When they say, “You said it was fixed, but it’s not working again”      “I’m sorry that happened”

Resist the urge to explain or defend - just offer your understanding.

PS - our congratulations go to Lance at Swezey Fuel and the team at CMC Energy who were the winners in our first Pay it ForWARD Challenge on Facebook!  They demonstrated how to share goodwill and make a difference for someone else.

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