Welcome to the JZN Associates Blog the 17th of Each Month!

Have you ever been so frustrated by a company’s poor customer service that you wanted to scream?
 

Is it possible anyone ever felt that way about your company’s customer service?

According to current statistics, for every one customer who complains to you, 26 won’t tell you they are unhappy--but they will tell nine to fifteen other people. And a scary 13% of them will tell 20 or more people. Picture them in the middle of town…with a bullhorn made out of your hide.

               Don’t let this happen to you!

Now picture yourself enjoying a successful business, secure in the knowledge that your staff is using their well-honed Emotional Intelligence skills to deliver sparkling customer care to your constituents.

Emotional Intelligence--also known as soft skills, or people skills—makes the difference in any arena between going through the motions and delivering an authentic, warm experience. As the principal of JZN Associates, my specialty, my passion, is helping individuals put their Emotional Intelligence to practical use in their careers and in their personal lives. I am available to agencies, organizations, and corporations. My experience is in recruiting, hiring, training, managing and motivating across a variety of industries, in both the non-profit and for profit worlds.

Watch my blog for Pearls of Wisdom on such topics as 

·         CustomerCentric Mindset

·         Employee Retention

·         From Disgruntled Customer to Biggest Fan…And much more…….

Jeannie Newman

http://jznassociates.com   Jeannie@JZNAssociates.com   860.794.4109

 

 

 

 

 

Developing World Class Customer Service

Welcome back Fellow Speakers and Entrepreneurs’!  The date is Thursday October 16^th.    Today’s Blog:  “World Class Customer Service”

We are all consumers.  When we decide to participate in a transaction, it comes with expectations; sometimes we simply want the transaction go without issue!   We expect to receive a product or service that meets our needs, and anticipate it to be easy and fulfilling.  The following true story is what I consider “World Class Customer Service”.

A friend of mine likes to purchase good quality men’s clothes.  He goes to a well-known men’s store, partially for the high quality apparel he feels he is going to get as well as the high end shopping experience.   He picks a pair of slacks that he wants, pays a premium for them, and is told they will be tailored to fit him perfectly, and shipped to his home in approximately 7-10 days.

After 10 days he has not yet received the slacks and reaches out to the retailer looking into when he might expect them; no complaints, just an inquiry.  When the department manager hears that the product has not yet been delivered. . . .he immediately dispatches a courier to hand deliver the slacks to my friends home, that afternoon.

There was no complaint about not receiving the apparel, merely an inquiry as to when they should be expected!  The level of service that followed was meant to attain what was expected “by the retailer, if not by the consumer”!   The retailer had their own level of expectation and when it was not met, acted quickly to remedy the situation before a “situation” actually occurred!  

World Class Customer Service is not the practice of doing what is expected. . . .it is doing what is not expected!

What might have been a minor “miss” was turned into a testament of what the retailer was willing to do to insure a very high level of service regardless of what the cost or level of expectation. . .they delivered at the “standard” that they expected.

This is how you develop loyal, long term customers!

My name is Bill Miranda.  My career has helped me to understand, define and develop World Class Customer Service organizations, Marketing Strategies, and Dynamic Sales Strategies and Tactics. 

E-mail me for more information, and a free telephone consultation.

Next Month:  “Winning in a Competitive Environment”

Ann Meacham

“I’m overwhelmed; no time to plan!”

Face it: Firefighting is an adrenaline rush. Sitting down to plan requires discipline, quiet time and deep thought. When businesses focus on the mini-crises that are always erupting around them, they lose sight of their goals and their strategies for success.

Lack of clear purpose, vision and direction create a culture of wasted time and money. Vision-purpose is a powerful tool to keep you moving forward.

What can you do?

STOP! …get away from your work if only for a couple of hours.  Focus on thinking about what outcome you want.  This isn’t only about money.  What do you want your company to look like in three years?  What are the steps you will need to take to become that?

Once you have a clear picture of what it will be, deciding on a plan becomes easier.  

To set expectations that you and your people can meet decide:

What is the goal?  3 – 6 goals that will lead to the Vision

How will be accomplished?  Steps that will lead to the outcome.

Who will champion it? Make sure it happens.

When do the parts need to be completed? Create milestones.

Where can you go for help?  Delegate, access a resource or hire someone when needed.

Focus on strategies for growth and the firefighting will subside.  New revenues will start to flow!

Ann is president of Leadership Dynamics. Sign up for bi-weekly insights with her Leader's Digest.  Go to www.leadyourteams.com

Knowing and achieving your business success.

Nancy D. Butler, CFP®, CDFA©,CLTC

Above All Else, Success in Life and Business

web site:  www.aboveallelse.org

e-mail:  nbutler@aboveallelse.org

Phone 860-444-0535

Knowing and achieving your business success.

Success means different things to different people. Knowing what success is to you and what you are working towards is critical to achieving success. Is success how much money you make? Is success how many people you help? Or, is it something else?

Think of it this way, if it were three years from now and you were looking back to today, what has to have happened for you to feel great about the progress you have made, to feel successful?

First, set uninterrupted times aside. Turn off or remove all phones, radios, televisions, people and all outside distractions. Take this time to think through what is important to you and what you really want.

Next, write it down. They say when you write it down it is more than 50% more apt to happen. Keeping it only in your head does not work.

Then write out the steps you will take over the next three months to propel you closer to your goal.

Re-address your progress toward your goals monthly and make any adjustments needed

Brief Bio
After building a business from scratch to approx. $200 million in assets under management, in 2007 Nancy sold her business and for the last seven years has been a national professional speaker and business coach to help others improve customer service while increasing the bottom line of their business. Contact Nancy for a free consultation at nbutler@aboveallelse.org.