from Team Ward Certified, bringing you the gifts of empathy, education and enthusiasm all year long.
Season’s Greetings!
'Twas the week before Christmas...
Depending on the type of business you are in, things are either really busy and the phones are ringing non-stop, or it's a slow time and many of your co-workers are taking holiday time off.
Either way, you probably could use a reason to get out of the chair more. Let's lunge. No, wait, don't lunge to reach that box of cookies, lunge for movement.
Why? Moving improves your cirulation, your breathing and your mood.
How? Click here to see how to lunge in the office and in a skirt I might add.
Lunge now, snack later.
On another note: Would you like to get WARD CERTIFIED? Now you can, click here to learn more.
Smile and the World Smiles with You
Smiling, like yawning, is contagious.
When someone comes into your office, your cube or the company kitchen, look up and smile at them.
Bet they smile back, betcha it goes viral faster than this video of Fiona The Hippo.
Tip: If they don’t, be extra kind. They might be having a tough day and need a little extra care.
On another note: Would you like to get WARD CERTIFIED? Now you can, click here to learn more.
Words for the Week
"I can" or "I will"
Customers don't care about your company policies or procedures or what you can't do.
What they are interested in is what you can do. Focus on that.
Rather than saying, "We can't update passwords over the phone" try, "Your security is important to us. If you email us the new password, we'll update it right away."
Change, "We can't get there on Tuesday" to, "We can be there Wednesday morning or afternoon, which do you prefer?"
If you are doing this already, send me an example by email. I will read them.
On another note: Would you like to get WARD CERTIFIED? Now you can, click here to learn more.
Look familiar?
Was this you this morning?
Chances are you're feeling a little sluggish today yet your job is to sound upbeat, professional, and caring.
This is the perfect day for the Swivel and Answer and this is how it works...
When you hear the phone ring, swivel your chair to the left, then back to center, then answer.
Next time the phone rings, swivel your chair to the right, then back to center, then answer.
Do you sense a pattern? Keep it up. Keep on swiveling and not only will be you able to button your pants again, you'll also sound more energetic on the phone.
At Ward Certified, we're grateful for elastic pants!
Happy Monday.
Sound available.
You are busy, but you shouldn’t sound busy.
If you slow down and don’t interrupt your caller, they will feel heard, cared for and like you better.
Wow, that’s quite a promise, you say?
But it’s true. When you fully listen to your caller and act as if they are the most important person in your world (right now), they can feel it.
Tips:
Choose to speak at a slower pace to indicate you have time for them. Need help? Say this tongue twister, “Around the rugged rocks the ragged rascals ran.” That’s the pace, and nice job with the enunciation!
Choose not to interrupt. Snap a rubber band on your wrist as a reminder to let them finish their sentence… completely. Resist the urge to help them along. Just listen.
You know that feeling you get when you help someone? When they say ‘thank you’ and you know you earned it? Ya, that feels good and these techniques will help you experience that more often.
If you've ever wanted to get yourself Ward Certified™, now is the time. Click here to learn more.
You're making me crazy!
I’m often asked how to deal with a co-worker that drives you bonkers.
Well… You can pick your nose, you can pick your friends, but you can’t pick your co-workers. It’s a job. Some people will annoy you.
If, on the other hand, you decide to deal with it (which by the way would make me very proud!) here’s some advice.
- Start with a positive
- Be specific
- Get their perspective
Here's what it might sound like.
"Our working relationship matters to me, we work so closely here at Awesome Co., I’d like us to get along better. When you and I work on X, Y seems to happen. What’s your take on it?"
The goal is to change behavior and people won't be open to change if they are feeling defensive. This conversation builds bridges, not fences.
Another tip: If the thought of this makes you nervous, practice it on a friend - or your dog - first.
If you've ever wanted to get yourself Ward Certified™, now is the time. Click here to learn more.