Scott didn’t tell me what the Client Relationship Manager does at Spiritus Communications; instead, he showed me. Just as his message breathed life into me that rainy day, we strive to breathe life into the spirit of every client we are fortunate enough to serve.
What are the success secrets to keeping a business in the family…and keeping it successful…beyond one generation? What success secrets are you passing down to the next generation of leadership in your organization?
Ignored and in silence, rice and water turn murky and rancid over time. The same is true of employees.
We go to work for the same reason: our parents didn’t leave us trust funds. We HAVE to work. But how do we show up for work? That’s completely up to us.
Rahm Emanuel said, “Never let a serious crisis to go to waste.” Outstanding customer service doesn’t mean flawless service; instead, it means brilliant responsiveness after something has gone awry. 5 tips to moving irate customers to happy ones.
A 2011 study found that engagement levels increase as you climb the corporate ladder. But the WHY might surprise you. Learn from a man I met recently in Arkansas…
Both complaints as well as compliments get shared, repeated, and acted upon. As a customer, you can choose to register a complaint if you are dissatisfied. But how about you develop a “hair trigger” for dropping compliments when service delights you?
Today, organizations employ PROBLEM SOLVERS like customer service representatives, mediators, human resource professionals, and arbitrators. All of these roles provide solutions. But a COMPLAINT DEPARTMENT offers only a place to complain, vent, whine, point the finger, belly-ache, and play the victim. Unless your actual job entails spending the day listening to coworkers gripe, here’s what I’m suggesting…
You don’t have to have a Ritz-Carlton budget to create Ritz-Carlton customer engagement levels. You can’t expect your employees to treat customers like “Ladies and Gentlemen” if you treat your employees like deadbeats and dirt-bags. Three no-cost employee engagement tips for leaders!
If you’re a manager, do more than ask your employees to comply to product standards and protocols. Ask each of your employees to find a special, unique way to engage the customers and create positive memories.
Imagine if you were to enter into a relationship with your employees at work by which employees would interact with their customers with the same level of enthusiasm, passion, and engagement that you gave to your employees. By the way: THEY DO!
Years ago I ate at a restaurant in Albuquerque, New Mexico, where I saw a giant cork board made from a scrap of wood and wine corks. The wood was rough, and the corks were just the typical variety that came out of bottles they opened at the bar; but when an artist combined…