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by Dave Ferguson

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9 Ways to Deliver Customer Service Fireworks

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Promise Sizzlers and Deliver Fireworks

Think back over the last few days. Do you recall receiving great customer service from anyone?

Did you receive a prompt, friendly greeting by someone who showed they cared about your needs? Did someone deliver what they said they would deliver? Was there a cashier who thanked you for your business? Did a contractor show up on time and finish on schedule?

Leaders often fail to realize the impact of customer service on their business. Done well, it creates an outstanding company. Done poorly, it can be detrimental.

The often-heard statement, “We provide customer service excellence,” sounds great, doesn’t it?

We hear it all the time from companies and people. It’s in their promotional materials, their mission statements, and on their websites. They say it, and often advertise it right behind their so-called “service” counters.

But as the saying goes, “Actions speak louder than words.”

Outside a few rare exceptions, the best customer service we get these days is a flickering sizzler. It is time for some fireworks!


Here are 9 tips on how you as a leader can put the fireworks back into your company’s customer service.

These tips apply to anyone at any level who deals with the customers and clients of your business – either directly or indirectly. In fact, they apply to everyone.

  1. The right customer service attitude is critical.

As the leader, you have to set a great example when it comes to attitude. Choose to be positive all the time, and decide that you and your team will deliver customer service passionately. Ensure that everyone at your company is doing the same…not just when they feel like it, but with every single customer interaction.

  1. Don’t try to seduce prospects by over-promising goods or services to them.

When you do this, you open yourself up for failure. You should set realistic expectations, and give yourself some freedom to adjust where necessary. Deliver what you say you will…or more. But never less.

We’ve all heard the old cliché, “Under-promise and over-deliver.”

We tend to want to promise prospective customers more, so they feel the value. We also enjoy over-promising to make ourselves feel more valued. When you under-promise, you have the opportunity to continuously impress your client.

When you over-promise, you can potentially stress yourself out and look desperate. Even worse, you could appear to be a liar.

The great Henry Ford once said, “You can’t build a reputation on what you’re going to do.”

If you agree he was right, let’s agree we should build our reputations and relationships by what we actually do and how we deliver.

  1. Keep your word, but don’t make it your motivation to deliver.

Deliver because you should! If you are one of those people who is always in “promise mode,” slow down, and consider some other options.

  1. Don’t let “busyness” drive your work style.

Put nothing in front of providing the best service possible. Many people try to show people how important they are by how busy they are. Manage your workload, and use effective time management practices, but don’t be an expert in “busyness.”

  1. Deliver to your customers because you have the passion to do so.

Don’t do it just because you said you would. It’s very easy to spot someone who is just going through the motions. Today, people want to work with people they feel are truly engaged in the service or product. If you don’t enjoy what you’re doing, find something to do that you can enjoy.

  1. Be creative and grow with the client.

Go in with the attitude that what the customer or client asked for is just the beginning of the relationship. This creates an opportunity for both of you to evolve. At the least, you will have a loyal client; but likely you will get additional business by their referrals.

  1. Keep your customers informed.

If you are running behind schedule because you see something you can do for them of added value and you need more time, let them know. They will both understand and appreciate your efforts.

  1. Deliver something extra.

Without asking if they need it, deliver an extra WOW! What happens beyond the agreed-upon deliverable is what makes the real customer service difference.

  1. Create your own style and deliver your product and/or services uniquely.

Wrap your services in nice packaging and top if off with a bow! The extra touches distinguish your company from the myriad of others out there who do what you do.

Today, there are many leaders trying to grow their business through desperate measures. They will put down the competitors, over-promise, cut their prices to the slimmest margins, and quite frankly, lead prospective customers on. It’s a race to the bottom of the barrel.

If you stay clear of these mistakes and move forward with the techniques described above, your business will stand out from the crowd, not only today but for the long run.

After all, customer service is about building customer relationships, and a good relationship builds a loyalty that keeps the customer coming back.

As a leader, you must set the standard and keep your finger on the pulse of customer service. It is the lifeline of your business.

Dave Ferguson is “The Leaders’ Coach”, an internationally recognized executive leadership coach, speaker, facilitator, and author. Are you interested in having Dave speak to inspire and motivate your team? “ASK COACH DAVE” at 704-907-0171 or at Dave@AskCoachDave.com.

 

11 Essential Needs of Employees

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11 Essential Needs of Employees

When we look at leadership and its history, some leaders emerge with charisma, strategy, and vision as hallmarks of their style.

These are absolute leadership traits, but a newer trait, called “emotional intelligence,” has found its way into the workplace.

People today have a great sense of independence and a need for empowerment. This means leaders must act in a way that promotes authority and management, while also encouraging participation and empowerment.

An emotionally intelligent leader knows when to exercise authority, when to encourage participation, and when to keep his or her own ideas, feelings, and emotions private.

Emotional intelligence is being in tune with the employee when it comes to their needs and expectations in the workplace.

How do you know what your employees really need?

An easy way to figure out what your employees need is to first look at the dark side and ask, “What drives people away from their jobs?”

Employees leave jobs for five main reasons:

  1. Boredom
  2. Inadequate salary and benefits
  3. Limited opportunities for advancement
  4. Lack of recognition
  5. Unhappy with management and the way they manage

In my experience as a corporate leader and as an executive coach, I have also identified a pattern of employee needs.

These are the 11 Essential Needs of Employees.

  1. Reward – Compensation for the work
  2. Vision – Security in knowing where the company is headed long-term
  3. Resources – Having the right tools and training
  4. Loyalty – Leadership that “has your back” as they expect you to have theirs
  5. Connection – Competent leaders who genuinely care and are supportive of employee success
  6. Teamwork – Having a culture that supports and encourages teamwork
  7. Value – Sincere appreciation and recognition of each employee as an individual
  8. Growth – Programs and paths for growth and career advancement
  9. Self-Development – Opportunities to be coached, challenged and inspired
  10. Strengths – Mapping roles and responsibilities to strengths for ultimate fulfillment of potential
  11. Purpose – Creating opportunities for meaningful contribution to the big-picture goals

In the spirit of emotional intelligence, let’s also take a moment to look at an American psychologist and leading proponent of human psychology, Abraham Maslow. During the period of 1943-1954, Abraham Maslow developed his Hierarchy of Needs motivation theory. It is arguably the most popular and most read motivation theory. His theory suggests that within each person, there is a hierarchy of needs that the individual must satisfy before they move onto the next.

There are five levels in the Hierarchy of Needs.

  1. Physiological – The need for food, shelter, and other elements for basic survival.
  2. Safety – The need to feel safe within your environment. This also refers to emotional and physical safety.
  3. Social – The need for love, friendship, and a sense of belonging.
  4. Esteem – The need for self-respect, status, and recognition from others.
  5. Self-actualization – The need to reach one’s full potential.

The effect of all these variables is summarized in the Emotional Intelligence Matrix below.

It shows how addressing the 11 Essential Needs of Employees can fulfill Maslow’s Hierarchy of Needs in the workplace. Not only does this lower attrition rates; it also has a profound and positive impact on the bottom line.

Traditional leaders may be tempted to brush the idea of emotional intelligence under the proverbial rug, dismissing it as a passing fad. The fact is, emotional intelligence has always been part of the fabric of society. Ignoring it won’t make it go away – but ignoring it may be causing your employees to go away.

Though emotional intelligence may be a bit of an intangible factor for many leaders, the payoff for incorporating it shows up at all levels of the company – from the corner office to the bottom line.

Not only does it lower costs related to attrition, it also translates to bottom line income. An employee whose hierarchal needs are met is a happy employee. And happy employees create happy customers.

As a leader, the payoff for addressing emotional intelligence is exponential.

Dave FergusonDave Ferguson is “The Leaders’ Coach”, an internationally recognized executive leadership coach, speaker, facilitator, and author. Are you interested in talking to Dave about coaching or having Dave speak to inspire and motivate your team? “ASK COACH DAVE” at 704-907-0171 or at Dave@AskCoachDave.com.

How NOT to Achieve Your Goals Next Year

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How NOT To Achieve Your Goals Next Year

Over the past few months, we’ve talked about how we are going to tackle our goals and dreams drastically differently in 2014. We’ve also talked about a process I call RPM to help you identify and build a plan to hit your goals. Now, let’s talk about why some people fail to achieve their goals (so it doesn’t happen to you).

I have found these 7 common reasons people fail to achieve their goals:

1. The goals are too many and too big. Yes, it is possible to set too lofty and too many goals for yourself! Some goals can take months and even years to achieve. If you have too many of these, you will probably stretch yourself too thin. Ideally, you should only have a few big lofty goals at one time. You need to ensure you have the time and energy to work on them, so don’t overdo it. A good suggestion is a few killer goals and a half-dozen small goals.

2. They fail to write the goals down. I am amazed at the number of people I ask to show me their goals and they can’t produce anything. Usually, they tell me the goals are in their head and that they don’t need to write them down. I usually answer with some statistics that show it’s much more effective to write your goals down. Folks, use the RPM process we discussed last week…write them down…on paper, in your journal, on a white board, or on your bathroom mirror…just get them down somewhere other than in your head. I carry mine with me all the time!

3. They don’t personalize their goals. Why do you want to accomplish the goal? How will you feel when you achieve the goal? What will it mean for you to achieve your goal? If you don’t have clear answers to these questions, chances are you don’t want to achieve the goal badly enough. You won’t be able to sustain the drive to achieve the goal. You need to be clear about the significance of your goals…crystal clear!

4. They don’t look at their goals often enough. We humans can be forgetful, can’t we? If you don’t physically write down and keep your goals in a place where you can see them every day, chances are you’ll forget about them. “Out of sight, out of mind.” I give my clients a neat little planner they can carry in their pocket or purse. They can carry it with them wherever they go…okay, not in the pool or lake, but it certainly can sit in the beach bag.

5. They don’t review and adjust the goals. Things change, people get off track, and sometimes people set goals way above their abilities. If you are checking in on your goals often enough, you can adjust and change them where necessary. It also gives you a chance to review your effort and plan. Are you really attacking the goals like you planned?

6. They keep the goals to themselves. These are the chickens. They are scared to share their goals with anyone as they fear failure and humiliation. How many times did Thomas Edison fail before he got the light bulb working? Once you have written down your goals, I highly recommend you publicize them. Yes, announce them to everyone you know; family, friends, enemies, co-workers, etc. Post them on your website and on Facebook. It may make you feel a bit uncomfortable but you know what I say about that. “To change, you have to get uncomfortable”. Put yourself out there this year…put it all on the line! You will get to read mine next week.

7. They don’t have a support network. While they are your goals, you don’t have to be out there on an island. This is where a good coach can really assist you. Accountability and follow-up is imperative in the goal process.

Now that you know the many pitfalls, it’s up to you to put yourself in the position to achieve them. Don’t fall victim to these seven common mistakes. If you’re reading this column, chances are you aren’t common. I challenge you to hit it out of the ballpark in 2014! Call me, and I will gladly help you.

Give Yourself the Gift of Good Health

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Give Yourself The Gift of Good Health

I have one more gift for you this year! Each year, late in the month of December and over much of January, many people approach me and ask for advice on fitness, diet, and overall health. As we all know, many people start of each year with some health resolutions. While I am primarily a business coach, I do quite a bit of life coaching along the way. While today’s topic may appear to be a non-business subject, don’t be fooled. Just as business people read this column to assist in their business, there is no reason why health shouldn’t be just as important. Your health is absolutely critical to not only your personal success but also to the overall success of your business, whether you are a business owner, or not.

Today, record numbers of people are losing their lives to cancer, obesity, diabetes, heart disease, stress and more. The latest statistic I could find on diabetes is a staggering one. It states that, “one in three children born today will contract diabetes, primarily due to obesity, which is caused mainly by poor diet and lack of exercise.” In addition, the “highly acidic” lifestyles many of us live, which creates massive amounts of toxins in our bodies, is thought by many to be the leading cause of cancer. Can we effectively run a business when we are living lifestyles that destine us for these diseases?

Regardless of the physical or emotional shape we are in, we can always improve it. With good physical health comes energy, which is vital to our success. All the experts tell us that if we truly want to make a change in our life we should find a mentor to help us. In essence, we should find someone who has already made the changes we want to make and model them. Today, if you’ll let me, I’d like to be your mentor for physical health. Without going into too much detail (I save that for my one-on-one clients) I want you to know that this past year I let “things” get in the way, and I lost control of my diet and didn’t take good care of myself physically. I’m taking steps I will discuss with you today to get back on a healthy track. You will not believe the amount of energy and creativity you’ll gain by practicing these habits. I’m excited!

1. Reduce the amount of these you put in your body:

  • Processed Fats and Oils: Cooking fats makes them unusable and toxic to the body, resulting in acidic and disease bearing conditions.
  • Animal Flesh: This is the leading source of saturated fat and cholesterol and a big cause of heart disease. Watch the red meat!
  • Dairy Products: These are also a leading source of saturated fat and cholesterol. They are extremely fatty and one of the most destructive things we can put in our systems. As a former cheese lover, I can tell you this was personally a very challenging change to make, until I really looked at the flip-side.

2. Drastically reduce or eliminate your dependence and consumption of these acid additions:

  • Sugar (there are 14 teaspoons of sugar in one can of soda)
  • Alcohol
  • Nicotine
  • Caffeine
  • Drugs

3. Eat a diet that consists of water rich foods:

  • This should be about 70% of what we put in our mouths.
  • We should also drink half our body weight in ounces of water per day.

4. Make Aerobic training a priority:

  • At a minimum of 30 minutes, 4 days per week.
  • Heart rate should be between 70 and 80% of your maximum heart rate.

5. Include supplements in your daily plan: I will gladly discuss the many options with anyone who contacts me.

6. Exercise daily.That’s right every day. All you need is 25 minutes per day. A mix of strength and cardio exercises is recommended.

While making these changes in your lifestyle are difficult, I can tell you from personal experience, that you will indulge in life much more when you have the energy, vibrancy, and clearness that these healthy habits afford you. You will think, act, and feel at a different level, and your business will follow. Join me! If you need any assistance or if I can answer any questions for you, please do not hesitate to email or call me.

I will close with a quote from the great Zig Ziglar: “Discipline yourself to do the things you need to do when you need to do them, and the day will come when you will be able to do the things you want to do when you want to do them!”

Happy Holidays, and Awesome Health!

Dial Up the RPMs!

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Dial Up The RPMs

Over the past several weeks, we have discussed making changes in our goal and planning processes, getting rid of resolutions, being progress oriented, and finally, how to decide what’s important now (WIN). First, I have to ask you, “Are you committed to creating goals that will be ‘musts’ for you next year, and not just ‘shoulds’?”

I think I heard a resounding “yes”, that’s great!  So, now that you are onboard, let’s get down to the business of how you actually create your goals and plans.

First, I’d like to talk with you about getting and staying focused on what’s really important to you. You probably know what you want, but do you really understand why you want it? Do you build a plan to achieve your wants or do you just wish for them? Review your WINs and decide if they are “shoulds” or truly “musts” for you. Once you commit to a handful of “musts”, let’s move on.

I recommend you use a simple plan I call RPM
(Result, Purpose, Methodology).

Identify the RESULT you want.

Regardless of whether you want to double sales or cut your weight in half, you have to identify and spell it out. I highly recommend you do this on paper. So, let’s say your company’s sales last year were 3 million dollars. If the result you want for the coming year is to increase sales by 20%, then your target number is 3.6 million. That is the minimum result you want. Or let’s say you want to increase the number of days and intensity you exercise. The result you might want is exercising five days a week for at least an hour each day. This is the minimum result you want.

Take a few minutes and write down five results you want this year.

Identify the PURPOSE Behind the Desired Result

Okay, now that you have those five results written down, you’ll need to define the purpose behind wanting to achieve these results. Answer this question for all of your results. Why do I want to achieve this result? Do I want to increase sales 20% to increase profits? Or, do I want to do it so I can use the extra capital to buy out a competitor? Do I want to increase my exercise to lose weight, or do I want to be able to compete in a triathlon?

Take a few minutes and write down your purpose for each of your results.

Identify the METHODOLOGY You Will Use to Succeed

You know the results you want and they each have an accompanying purpose, so we can call them actual goals. Congratulations!

Now we need a plan to accomplish them. What methodology will you use to succeed?

I suggest you have at least five steps to accomplish each goal.

So let’s break one down.

Result: Increase Sales 20%

Purpose: To increase overall profitability

Methodology:

  1. Meet with sales staff and set specific goals with each sales person. I recommend you build in some extra in case you have to let a low-performer go during the year.
  2. Build a plan to target your current customer base to go deeper and sell them more.
  3. Build a plan to target new sales prospects.
  4. Hold each salesperson accountable to the plan (weekly, monthly, and quarterly).
  5. Create monthly sales contests with incentives to the leaders.
  6. Hold yourself accountable to the overall results. (Here’s where you may need a coach.)

If you truly put the time and energy into developing goals, strategies, and action plans…you’re about a third of the way there. Execution is always the biggest challenge. If I can help you and/or your team, let’s talk. No excuses! Have a great week.

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