Product, price, promotion or place is no longer a competitive advantage. The only competitive advantage that you have left is the level of customer service you provide. To provide exceptional customer service is not that difficult. You only have to be better than your competition. Based on the results of a recent survey of 1281 consumers it doesn’t appear to be that big of a deal. 55% of the respondents said that they would shop elsewhere because of a “don’t care attitude”. 35% said being ignored by a sales person while they carried on a personal conversation on the sales floor or on the phone would be a good enough reason to leave. 58% of those surveyed sited rudeness as a reason to go elsewhere. 42% would go out of their way to do business where they got polite, respectful treatment. Let me repeat that again. 42% would go out of their way to do business where they got polite, respectful treatment. What level of customer service are you providing? More importantly, what lever of customer service is your sales team providing? Remember – to be exceptional in the eyes of the consumer you only have to be better than your competition.
Copyright (c) 2019. Brian Smith. To find out more about Brian and what he can do for you and your organization visit: https://briansmithpld.com
Great news!!! I’ve just launched my “Let’s Get Focused” professional development online courses. Are you looking for an online course to enhance your ability to communicate and interact more effectively, build collaborative teams, learn how the brain effects behavior or ways to manage information overload and change in the workplace? Training doesn’t have to end after you have completed the courses. I offer unlimited access, 24/7 follow-up, live question and answer sessions and one-on-one coaching. Visit https://letsgetfocused.teachable.com – Don’t put your career or organization at risk. Learn to manage and lead the 21st. Century way. I will show you how.
Great News!!! I will be speaking at this years International Institute of Municipal Clerks Conference in Birmingham Alabama on May 23rd. Are you looking to enhance your ability to communicate and interact more effectively regardless of gender or generation? I will be delivering 3 sessions that day. “Powerful Communication Strategies: Bridging the Gender and Generational Gap” – “Confessions of a Reformed Control Freak: The Top Ten Sins Most Managers Make & How to Avoid Them” and “You Don’t Have to Like Them – Just Learn to Work with Them: Collaborative Team Building and Performance Improvement”. If you’re attending the conference please drop in and say hi. If you’re thinking of attending the conference you still have time to register. I promise you won’t be disappointed.
Have you ever met someone for the very first time and thought “what a dink”? And I don’t mean Double Income No Kids. There was just something about them that you didn’t like. I thought that when I first met Morris – Laura’s cat. As a kid growing up I never hung around with cats. We were dog people. All of my friends were dog people. So I never had much use for cats. We all have built-in biases based on our own experiences. We are influenced by what we read, hear and see. So it’s no wonder I never got to know cats. After taking the time to get to know someone have you ever changed your opinion about them? Meeting and getting to know Morris helped me change my opinion about cats.
Worth Remembering … There are things known and there are things unknown. And in between are the doors of perception. – Aldous Huxley.
Perception is your reality. It is whatever you think it is. What you know won’t hurt you. However, the elephant in the room are the things you don’t know. Don’t let your preconceived notions get in the way of the decisions you make. Don’t believe everything you think. Question the status quo. Continue to seek out others who have a different point of view. Empathy, trying to see things from someone else’s point of view will never go out of style. Ask the right questions and really listen to the answers before you act. Have you ever made a decision only to find out that you didn’t have all the facts? Had you had all the facts, you would have made a different decision.
Worth Remembering … One of the biggest problems with the world today is that we have large groups of people who will accept whatever they hear on the grapevine, just because it suits their worldview – not because it is actually true or because they have evidence to support it. – Neil deGrasse Tyson
I’m a huge fan of the hit musical TV show “The Voice”. I think there is a lesson here that you could use the next time you hire or promote someone. They pick singers from a blind audition. They don’t pick a singer based on their perception of what they think a singer should look like, they pick a singer based on the quality of their voice. The next time you need to hire or promote someone, hire or promote them based on their qualifications not by the colour of their skin or gender. We like what we like and we are more than likely to hire or promote someone who has the same qualities as the kind of person we like. But we know from experience that they don’t always turn out to be the right person for the job we hired them for. The next time you have to make a decision don’t believe everything you think.
Copyright (c) 2018. Brian Smith-PLD. Not to be reproduced without permission. Are you looking for a keynote speaker or seminar leader who can deliver an informative and entertaining session on a variety of soft skills topics? Give Brian a call. You won’t be disappointed. To find out more about Brian visit https://briansmithpld.com