nfl

Challenges Create Opportunity, People Create Change - 4/20/21


There are so many great things that have been said over the years about overcoming challenges, pushing aside the roadblocks of life, dealing with difficulties.  And these are important points of discussion because challenges are all around us.  There are challenges with our personal health or in our personal Read more

The Passive Predicament - 4/13/21


The employee is speaking to you.  Do they have that look in the eyes like they’re hanging on your every word, like they’re processing, interpreting, and getting ready to quickly respond to your key points and questions?  Or do they have the look of somebody in the 2nd hour Read more

Regain Lost Motivation - 4/6/21


For many of us over the last 12 months, our home has also become our workplace.  Our work interaction has been 2-dimensional through the computer screen as opposed to the 3-dimensional experiences we’re used to with co-workers and customers. We are all motivated in our own unique ways.  Some are Read more

The Answer is Right, but the Service is Wrong - 3/30/21


Maggie was irate.  The gift she ordered needed to be received by the 20th of the month so she could give it to her cousin for his birthday.  It was the 19th, and Maggie couldn’t find any shipping update online, so she called the company.  The employee said “Oh!  Read more

Question Everything, but What’s the Question? - 3/23/21


The new leader joins the organization, and she decides she wants to question everything.  She wants employees to question everything.  Why have we always done it this way? Why do we continue to do it that way? Is this the best way to work? Sometimes it’s a great management Read more

The Resourceful Rep - 3/16/21


One of our clients is seeking to develop Customer Service Standards.  We’re working with them to identify those key expectations of staff that will enable the organization to deliver a consistent high-level customer experience.  One of the key attributes that this organization is seeking from its team members is Read more

Be Proactive like a Pro - 3/9/21


We constantly work with clients, encouraging them to become more proactive with customers.  Don’t just be reactive, waiting for the customer to ask questions or to complain.  Instead, go to the customer, anticipate their needs, suggest something to them. But many of us, frankly, don’t know how to be proactive.  Read more

Find One Unique Thing - 3/2/21


Many of us are not in a position to develop long-term relationships with our customers.  Our encounters are often one-time only with a customer - very brief and likely to be our only time chatting with this individual. And even though there may not be a long-term professional relationship developed, Read more

Should I Stay or Should I Go? - 2/23/21


Should I stay or should I go?  That’s not just a classic song by The Clash.  It’s also the question customers ask more and more, especially during difficult economic times. A recent study in the Charlotte Business Journal noted that 50% of North Carolina businesses are concerned with how to Read more

Optimism – A Force for Good in Customer Service - 2/16/21


Will 2021 be a better year than 2020?  I have absolutely no idea.  Maybe it would be nice to see into the future and know for certain, but I can’t and I don’t.  But as I wade further and further into this year, I can hope that the water Read more

Stop Punishing Account Reps

Posted on in Business Advice, Sports Please leave a comment

I’ve read stories recently of account representatives on professional sports teams being laid off. On one team, it was because the team sold so many seats, they didn’t need sales representatives. On another team, it was because the team performed so poorly on the field, that attendance was down, and the team needed to cut costs – so they let go of fan relations staff.

Our company is very focused on getting clients to deal with the root cause of problems. So let me try to understand this from a root cause perspective. If your product is really exciting, you don’t need sales staff. And if your product is terrible, you don’t need customer service staff. Are those the conclusions I should draw?

Any organization wanting to be GREAT needs to realize that customers form opinions of businesses – any business – based on 3 key attributes: 1) The Employee Attitudes, Skills, and Knowledge. 2) The Processes that the Customers Experience. 3) The Product or Service Itself.

To take out the first (and some portion of the second) of those three key attributes is short-sighted. It says if our product is exciting, we don’t need staff to sell. If our sales are down because of disappointment with the product, we don’t need staff to try to maintain those customer relationships.

When your organization has a new hot product or – conversely – has a bad product, don’t take it out on your sales and service staff.

They’re the ones who interact with your customers. They’re the ones that maintain relationships (and retention) through the tough times. They’re the ones who strive to build relationships when your product is great, so the customer loyalty remains even if the product quality drops.

Make sure you understand the true long-term value of sales and service staff.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


The NBA Beats the NFL?!

Posted on in Business Advice, Sports Please leave a comment

Although the National Football League is often highlighted as the cash cow, the ratings giant, the most popular sport in America, in reality in can’t hold a candle to the National Basketball Association…on Twitter.

In the article “For the Knicks on Twitter, It’s Already Post Season” (http://www.nytimes.com/2010/10/24/sports/basketball/24knicks.html?src=twrhp), the author notes how the NBA’s followers on Twitter (2.1 million) are the most of any American sports league.

So what does Twitter offer that fans want? Humanity.

These are not just athletes making millions of dollars, people who are too tall or too strong or too athletic for us to relate to on a personal level; when they tweet, they become normal – talking about religion, cooking, family, injuries, excitement, books, and travels. They become…human.

You’re not talking with them; they’re talking AT you, but what they say gives you an inside into their minds and hearts.

Teams acquire fans initially just like businesses acquire customers initially – with marketing, hype, ads, and flash.
But what develops loyalty from and retention of fans and customers alike is often relationship-based.

Make your product (even if it’s an NBA team), your service, your organization, and your people more human to the customer.

Interested in improving your company’s customer service? See more information at: http://www.cssamerica.com/

Check out our new customer service book at http://www.amigreatat.com/


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