Many of you are heading back to work after the holiday season. It's likely your office will have left-over goodies from clients and colleagues - or maybe you're taking chocolates into work, to get them out of your house!
Thought for the week: Please finish chewing before you answer the phone!
Thank You for a Wonderful 2016!
Best Wishes for a Happy New Year!
In Canada, we celebrate December 26th, "Boxing Day." Some historians say the holiday developed because servants were required to work on Christmas Day, but took the following day off. As servants prepared to leave to visit their families, their employers would present them with gift boxes.
These days, it is more of an excuse for retailers to hold massive sales. In fact, some say it is a day to ‘box up’ and exchange the gifts you didn’t like.
So in the spirit of Boxing Day, I’d like you to think about a telephone habit you would like to ‘box up’ and exchange.
Send me an email and let me know which habit you are going to kick this year:
• Saying "no problem"
• Blaming the computer for being slow
• Getting defensive when things are out of your control
• Ending the call with "bub-bye"
• What else...?
If you’ve ever been to a Trader Joe’s, you know it’s not like other grocery stores.
Listen to this...
An 89-year-old man in Pennsylvania was snowed in at his home during the holidays. His daughter was concerned that he wasn’t going to have enough food due to the impending storms.
She called multiple stores in the area hoping to find someone who would deliver to her father’s home and when she reached Trader’s Joe’s she heard again that they don’t deliver… normally.
But after listening to her story the team at Trader Joe’s sprang into action, asked for her list, suggested other items that her father might like (for his low-sodium diet), and delivered the food free of charge.
Go ahead, say it: "AWWWW."
This story warms my heart and fills me with the Christmas spirit- I know that many of you are performing acts of kindness for your customers now and throughout the year.
Please share your (or your colleague’s) story!
From his book, ‘Bargain Fever’, author Mark Ellwood shares the four magic words that promise to score you a discount:
“Are there discounts today?”
Turns out that most retail stores will respond with some sort of % off your purchase if you simply ask.
Add to that information about our younger customers, the Millennials, and their app-happy, bargain-shopping habits and we can see we're all programmed to bargain. Our brains get a buzz when we get a deal.
So, don't get offended when they ask and don't get caught off guard by the request. Instead, think about what you can offer to feed their brain and help them feel like they won.
How about:
This could be the start of a great brainstorm discussion at your next team meeting.
Participants in training classes often ask about 'I' vs 'We' when speaking with customers over the phone.
Here's a rule of thumb.
If it's positive, use WE, which sounds collaborative. WE creates an image of NASA scientists standing around in lab coats with clipboards waiting to solve customer problems.
If it's negative, use I to demonstrate that you are taking responsibility.
For example:
If you fought the crowds on Friday and supported small businesses on Saturday, then you know today is Cyber Monday!
When the urge to shop at work hits (and your internal firewall allows it) you might be tempted to multi-task. Don't. Instead, try this:
Before you answer the phone, swivel your chair away from the computer screen and focus on the caller as you greet them.
Give your customers the gift of your full attention.
Our gift to you is an invitation to a free webinar, Click here for information.
If you are lucky enough to be sharing your Thanksgiving dinner with multiple relatives this week, why not take the opportunity to put into practice the information we discuss in our Multi-Generations webinar.
Think about each person around the table and what was happening in the world during their formative years. It might inspire some appreciative conversation and patience.
Ask a Traditionalist (born 1922-1945) about their favorite memories
Ask a Baby Boomer (born 1946-1964) about their achievements
Ask a Gen X (born 1965-1980) "S'up?"
And text 'pass the potatoes' to the Millennial (born 1981-1996)
Happy Thanksgiving!
I’ve been training and coaching virtually every day for the past 20 years and I’ve cracked the code on how to engage customers, teams and coworkers through the screen. Would you like to know the secrets?
If you've got a presentation in your future - don't wait, email or call today.
Ward Certified Consulting, LLC