Today’s Lesson: They Have Just One Head & One Heart… Whether you’re the manager “correcting” your employees or a salesperson going in for the kill, everyone only has one head and one heart. If your long-term goals depend on them, you’d better hope you didn’t take off their head or rip out their heart already. […]
The Customer Experience: How To Wow Your Customers (PART 11) TRANSCRIPT: “Steve, I’m doing it. Steve, I’m doing it, I’m empowering the frontline.” Great. If you are like a lot of the call centers that I work with, you are rewarding the wrong metrics. See, you need to remove incentives that value speed over quality. It’s […]
The Customer Experience: How To Wow Your Customers (PART 10) TRANSCRIPT: Alright, part four, how to respond to issues when you fail or when your customer is unreasonable? See, it’s important to understand in an issue, if you have an issue it means you failed. Customer service issues happen only for two reasons. One, your customer […]
The Customer Experience: How To Wow Your Customers (PART 9) TRANSCRIPT: Alright, goal number five on these five simple lessons, our goal should be customers for life. Remember the slide from earlier, according to Bain & Company it costs six to seven times more to acquire a new customer than to retain an existing one. In […]
The Customer Experience: How To Wow Your Customers (PART 8) TRANSCRIPT: Alright, number four, we are going to manage expectations. Did you know that misaligned expectations are the number one cause of customer service issues? They really are. Misaligned expectations are where the customer expected this and you delivered this. You failed. What if the customer […]
The Customer Experience: How To Wow Your Customers (PART 7) TRANSCRIPT: Alright, simple lesson number three. Focus on convenience. Convenience is actually good customer service. You know how I know that? Because inconvenience equals bad customer service. If you are not sure what this means, think about this, think about Amazon or Zappos and their return […]
The Customer Experience: How To Wow Your Customers (PART 6) TRANSCRIPT: Number two on this list of easy simple things to do to create a great customer experience is always expect them, always expect customers. See, a customer visit is not an inconvenience and it should never be a surprise. Notice them immediately and acknowledge them […]
The Customer Experience: How To Wow Your Customers (PART 5) TRANSCRIPT: Let’s jump into part three, how to prevent customer service issues before they ever even happen? Preventing customer issues before they ever even happen, this is what great customer service is, and we are going to teach it to you with five simple lessons. We […]
The Customer Experience: How To Wow Your Customers (PART 4) TRANSCRIPT: Now customer service is a top-down proposition. You may have heard the expression before, crap rolls downhill. It does, it rolls downhill all the way to the customer. How you treat your frontline employees will dictate how they treat your customers. Let me give you […]
The Customer Experience: How To Wow Your Customers (PART 3) TRANSCRIPT: It’s quality plus attitude. Is there anything else that good customer service takes up? Yeah. See, good customer service is also about removing these things called hurdles and hassles. These are little things to us, but assume these littlest of things add up to huge […]
The Customer Experience: How To Wow Your Customers (PART 2) TRANSCRIPT: Let’s jump into part two, let’s talk about what is good customer service. What is good customer service? First, let’s talk about what it’s not. Good customer service is not staffing a large customer service department or answering customer complaints quickly. In fact, good customer […]
The Customer Experience: How To Wow Your Customers (PART 1) TRANSCRIPT: Hi, this is Steve Stauning with another Short and Sweet video lesson. Today’s lesson: Gaining the Undeniable Advantage. This is the one about the customer experience. How to WOW every single customer every single time. This was originally recorded live as part of our Undeniable […]
Today’s Lesson: Leading with real process requires real commitment. Real process improvement is like working out. We all want the outcome, but few are willingto put in the effort for very long. TODAY’S LESSON: If changing your company’s culture from seat-of-the-pants management to leading with repeatable processes was easy, then everyone would do it. […]
Today’s Lesson: Find the time or find something new to do with your life. If your people don’t have enough time to provide your current customers with a great experience, don’t worry; pretty soon you’ll have fewer customers. TODAY’S LESSON: Any loser can find excuses; winners find ways to make it happen.
Today’s Lesson: To a coworker or a subordinate, the little things often matter most. While most managers can survive just fine without ever hearing “please” and “thank you,” subordinates often cannot. If you’re not accustomed to regularly using “please,” “thank you,” and “you’re welcome,” I suggest overusing these 3 for just a week. You […]
Today’s Lesson: If your team hates your company, they’ll hate your customers. Years ago, I wholesaled products to a miserable company that was universally hated by customers and vendors alike. I didn’t understand why until I watched a miserable regional VP berate a miserable store manager in front of his miserable subordinates. As soon as the miserable VP […]
Today’s Lesson: Focusing only on results ensures your team will shortcut your processes If you live in a process-driven culture, you don’t need to focus so much attention on the end product or even the bottom line. TODAY’S LESSON: Manage the activities and the results will come.
Today’s Lesson: Stop Tolerating Mediocrity “Inspect What You Expect” is a true, but wholly worthless adage. Why? Because bad leaders are the ones who most need to heed this advice; yet bad leaders NEVER INSPECT ANYTHING! (No matter how many motivational posters you have hanging around to remind them.) TODAY’S LESSON: Your team will […]
Today’s Lesson: If you’re not innovating, you’re obsolescing All successful, enduring companies have one thing in common: Innovation. (Simply put, they strive for Continuous Improvement.) TODAY’S LESSON: If your teams are too busy to improve, it’s time to find new leaders for those teams.
Today’s Lesson: The worst time to take advantage of someone Maya Angelou once said “People will forget what you said,people will forget what youdid, but people will neverforget how you madethem feel.” TODAY’S LESSON: The worst time to takeadvantage of someone is when you can.