Posts Tagged ‘Customer service speaker’

Stand Up & Stick Out!

October 14, 2015

Whether you like him or not, everyone knows the name Donald TrumpDonald Trump, host of the television series "The Celebrity Apprentice," mugs for photographers at the NBC 2015 Winter TCA Press Tour at The Langham Huntington Hotel on Friday, Jan. 16, 2015, in Pasadena, Calif. (Photo by Chris Pizzello/Invision/AP) He’s ‘that guy’ running for President that speaks his mind regardless of being politically correct. He’s unpredictable, bombastic, entertaining and arrogant.

AND……..he’s the candidate people talk about the most.

In the highly competitive entertainment industry, artists are vying for attention from the media, fans, recording labels, agents and producers. When they make it big, the next challenge is how to stay on top to avoid being forgotten. Lady Gaga appears in outrageous costumes, uses unique props to perform  and constantly finds innovative ways to make her entrance on stage.

In today’s marketplace with more companies competing for the same customer and more candidates looking to fill the same job, how do YOU stand out from the crowd?

Innovation. Do something different. Learn new ways of working, marketing, communicating. In this digital age we live in, calling people has become SO seventies. Reach out and touch someone – really. A personal phone call can make or break a deal because it’s simply being human.

As a keynote speaker I was talking to a company at their annual conference who said they have “Thank you Thursdays”. Employees hand write thank you notes to five people every week. Sometimes it’s to customers in appreciation of their business, sometimes it’s to coworkers for helping out with a project. Do you remember the last thank you note you received? 

Stand up and stick out. It will get you noticed by potential customers and bosses…….in a good way

You had me at hello. Now what?

September 16, 2015

Tom Cruise as Jerry Maguire movie posterTom Cruise would totally have me at hello too. The only difference is I’d be a goo-goo-eyed bumbling mess unlike Renee Zellweger in the movie Jerry Maguire who ends up marrying him.

Oh well……. I’m too tall for him anyway.

So you’ve just landed a new customer/job. You’ve said your first hello and hopefully made a good impression. What’s next? How do you ensure your success? The answer is in a back-to-basics point I make in all my motivational speeches: you build great relationships. You connect with people on a personal level. You treat co-workers, customers and peers like you yourself want to be treated – with courtesy, kindness and respect.

Several months ago I was the keynote speaker at a customer service conference for a sizable electric company in Dallas where the staff turnover rate was almost zero. Everyone was so happy to work for this organization I wondered what was in the water! (just sayin’) I asked several employees why they still loved working there after 28 years and they all said the same thing: they were treated like family by the top management and all the way  down. They felt valued and appreciated. 

Sometimes we all need a reminder that it’s the simple human needs that have a HUGE impact on the success of an organization, an individual or a project.

Alrighty then. Now………………..show me the money!

Trick or Treat?

October 30, 2012

  group
Halloween week seems to be all about kids, candy and costumes. Tradition says if you show up on the doorstep in costume you get candy. If you don’t bother to dress up then expect to do a trick and hope to get candy.

The majority take time to don a costume. After all that’s half the fun, right?

Pictures here were taken last Saturday night at an annual Beautiful Witches Ball hosted by a  fellow speaker Kathy Davis who goes all out to decorate her home to the enth degree and beyond for this event. She gives it 110%. And the result? People wore costumes that looked like they took a year to make and came from as far as Dallas to attend (we were in Houston).

Notcha average Walgreens event.                                                   

In my presentations on extraordinary work performance I talk about giving work 110% of your energy, focus and talent to keep the job/get the customer in today’s tough economy. With unemployment at an all time high and more companies competing for the same customer, competition is also at an all time high. Employees need to do more than just what is asked of them. Businesses need to exceed customer expectations in service and value.

Failure to do so is tricking your company/client.

Success is about treating your company/client with 110% of you.

Boo.

Teamwork that Works

October 23, 2012
 

Helping hands in the kitchen

In my speeches on extraordinary work performance I emphasize the importance of teams to achieve goals and deliver outstanding customer service…… 

 
Serving lunch to 500 of Houston’s homeless was a lesson in what makes up a good team. (It was also a kick-butt reminder to be grateful for all
I have!) 
Downtown Houston

Downtown Houston (Photo credit: telwink)

 
1. Show up
Reliability is severely underrated today.
People say they’ll do something but don’t follow through. It’s not just annoying, it’s weakness of character and ultimate failure for a team/organization. The leader at the homeless shelter said our team was the best of all groups that volunteered there because we had 100% team turnout 100% of the time resulting in 100% productivity.
 
 
2. Attitude
Success starts with having the right attitude.
One of our team members had to leave early. She was in the middle of our kitchen ‘chain gang’ serving bread. The woman next to her serving vegetable side dishes immediately took up the slack by taking on the bread duties. No complaints. Employees need the team attitude of  ‘all for one and one for all’ making the company goals a priority versus individual agendas. Whiners should be weeded out before they destroy team productivity and morale.
 
3. Appreciation
At one point in my presentations I talk about the power of praise.
I tell the story of how a few words of appreciation for a job well done made the world of difference to a disgruntled oil company employee. Business management guru Marcus Buckingham said people join companies but leave bosses and the #1 reason is they feel unappreciated. The team leader at the shelter was generous with his praise of our efforts (despite the sloppy mess I made scooping spaghetti) We worked hard. We left fulfilled.

Organizations need to cultivate a strong team culture.

Managers need to nurture team members.

Team members need to be willing to pull together for the sake of the company ‘coz without the company they don’t have jobs.

  

Extraordinary Performance is the New Norm: Are You Ready?

July 27, 2012

As the world focuses on the London Olympics the pressure is on for the athletes to perform above and beyond their best. 

Years of practice, discipline, focus, sacrifice and energy, not to mention a mountain of money, all accumlate to a nano second in time at the  2012 Olympic games.  You have to be extraordinary to win. Michael Phelps stands to become the world’s most decorated Olympic medallist with eight gold medals under his belt (or on his very clean shaved chest).

That makes him extraordinary.

As a professional speaker on high workplace performance,  I talk about how  it  takes being extraordinary to get the job/keep the job, get the customer/keep the customer in today’s economy.

How much time, discipline and focus have YOU put into being the best at what you do? Mediocre skills went out the window in 2008 and winning workers/business owners are sharpening their technology/communication/teamwork practices to compete in today’s marketplace with cutting edge advantages. 

Are you ready to bring  home the gold in customer service/productivity/profits?

Let the games begin…

Watch This At Work

July 16, 2012
team
 
Can you pick me out of this line up?
 
These are some members of Team Toto. They’re a great group of people from all walks of life and we enjoy playing tennis Tuesday nights at Memorial Park in Houston. Toto is the team captain pictured in the green shirt and is named such  ‘coz he’s an immigrant from Kansas with a great sense of humor (at least he did until he reads this).
 
I belong to four different tennis groups and play five times a week. You could say I’m addicted to the game. Ya’ think?
 
One time I was playing doubles opposite a man who is extremely competitive and hates to lose. Ten minutes into the game he began yelling at his partner about how to play, berating her for a lost point, putting her down and arguing scores with all of us.
 
And just like that the atmosphere changed from fun to dread.
 
Have you ever experienced that yukky awkward feeling in the pit of your stomach? Watch this at work. One person’s attitude can totally change the dynamics of a team/meeting/office. Organizations wanting to build a strong team culture need to nip these kind of energy-suckers in the bud by enforcing a ‘shape up or ship out’ policy.
 
2012 picAs a professional speaker on High Performance in the workplace, I talk about how a positive can-do attitude boosts teamwork, builds great relationships, increases productivity and elevates customer service that ultimately impacts the bottom line.
 
Everybody wins.
 
Tennis continues to be a ton of fun……I just don’t play with HIM any more.
 
His loss.