How long will it take?

The number one challenge most of our clients face is unrealistic expectations.  Seems like everyone wants it faster and cheaper.  What's a professional to do?

Try this:

• The Customer doesn't know your process, so make time to share (in a non-defensive tone) what steps are involved.
• Ask questions to understand their needs so that you can provide options
• Aim for open-ended questions: "How will you be using this chart, ppt, program, data?" 
• Tell them what's in it for them to answer your questions: "...so we can come up with some options". 
• Then share the options and allow them choose, like in this video. 
  • "We can provide a comic book ready drawing of Spiderman in 10 minutes or a rough draft in 10 seconds, which do you prefer?"
  • "We can provide a fully translated and proofed document in 6 hours, or just the translation in 3 hours.  Which do you prefer?

You can't manage customers, but you can manage expectations.

And the Oscar goes to...

Did you watch last night? 

Did you notice what did they all had in common?

Yes, they have award-winning acting skills, roles, outfits, and stylists, but there's something else as well. 

Their posture.

Actors, like the rest of us, get nervous when they are out of their comfort zone. so they stand a little taller to make themselves feel more powerful and confident then deliver the lines with poise. 

Next time you get a tough call or caller, strike an Oscar-worthy pose. Stand or sit up tall and deliver customer service with grace.

You know what to say, so say it with confidence. 

Did you watch?

American snowboarder Chloe Kim won Gold in PyeongChang last week

There's so much competition in the Olympics, but only a few winners. What helps winners win?

Choosing to focus on what’s in their control and visualizing success.

An athlete can’t change how prepared their competition is, how cold they are, or how distracting Johnny Weir and Tara Lipinski's coordinating outfits are. But they can choose to focus on what’s in their control.

One technique that Olympians use to enhance this focus is visualization or mental imagery.  Before they compete, they imagine themselves running through their event, thinking through the movements, and winning.

Take a moment to think through your day before it happens, and imagine it going really well.  Play through some typical interactions and handle them in medal-worthy fashion.  Then head back to reality and enjoy your day.

Eyes on the prize

Have you been watching the Olympics? The athletes are achieving great feats, breaking records and winning medals.

This here is Red Gerard, who overslept then lost his jacket the day that he became the first American to win Gold at this year's PyeongChang Olympic Games.

How did he do it? He ignored all the road blocks in his way and kept his eye on the prize.

Do you ever get:

• Thrown off your game by an upset or intimidating caller?
• Frazzled when someone asks about price?
• Upset when they threaten to leave?

Today when you get that tough caller, keep your eye on the prize by being patient, actively listening and offering empathy.

The prize?  Happy Customers. :-)

Showing clients some love

It's that time of year again. Florists are sold out, and it's nearly impossible to get a reservation at your favorite restaurant.

On top of that, 2018 is finally hitting with full force. Phones are ringing off the hook and inboxes are seemingly always full.

How can we stay sane in this crazy technology-driven time?

Make it human. Show your clients you care by having a real conversation with them about the stress they're probably under as well.

An example of being human...

Just this week we had a graphic design dilemma, well it wasn't that bad.  Our Ward Certified brand green is CMYK 50/10/100/0 and our black is 0/0/0/100.  A product we ordered came in 0/0/0/90.  I know right! It's horrifying. 

Anyway, I emailed our graphics guru and fully expected a "Well, you should have..." email.  Instead we got a "Yikes how strange, Let me review the files. The black should be 100 k (which is 100% black). I'll give you a call after my review, thanks for bringing that to my attention." and a phone call. 

I was expecting the worst and I got the best.  #customerforlife

Happy Valentine's Day, 

xoxo

The Ward Certified Team

Rock, Paper... People

Copyright: 123RF

Take a quick look at your desk.  What do you see?

Lots of paperwork? I thought so.  

Chances are, your job involves a lot of both paperwork and phone work, and sometimes the ringing phone feels like an interruption. That feeling can lead to a greeting that sounds rushed or unhelpful, sending your call off to a rocky start.

This week, aim to catch yourself thinking: "Arghhh – the phone is ringing!" and say instead: "Yay, the phone is ringing!" or "I’m gonna rock this!"  Then your greeting will sound professional and friendly, ready to handle anything.

Smile, Breathe, Rock On. You got this!

YAY you!

Copyright: The Ellen Show

Here are two steps for a better 2018.

Step 1:  Keep a file of the good stuff you do. Maybe it's a digital folder of emails thanking you for a job well done, 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.

Repeat as needed... Yay you!