Time to change it up a little! From time to time I’ll be using this new format, a collection of six topics and thoughts that will help you and your company to grow and develop, and achieve even more short and long-term success.
Every associate should be able to tell you three things he/she learned about a customer after engaging them. I guarantee that you’re missing sales if they can’t.
Takeaway: Have associates share with a manager and/or a colleague what three things they learned after every customer. I know that sounds simple. So is losing sales without even knowing it. Do this for two weeks and you’ll sell more products and deliver an even better service experience.
★★ Customer Service/Experience: The most important customer
I think we all agree that the most important customer is the one currently in front of us. Why do we let a phone call change that?
Takeaway: When the store/company is busy, consider having your employees call customers back instead of taking every call right then. That’s not only for the benefit of the customer in front of you, but it also allows your staff to give the phone customer his/her undivided attention.
★★★ Leadership: A successful mindset
I once had a client who planned for failure. And it was amazing how often he was right. The worse part of his negative outlook was that he passed this mindset on to his team. I’m not even sure why they turned the lights on most mornings. I eventually stopped working with them. A new strategy can’t overcome a failure mindset.
Takeaway: Never underestimate how your mindset and perspective impacts others. As a leader, you have to set the tone, and champion throughout the day why it will be a successful day. When you have doubt, tell your dog or cat all about it. Not your staff.
A new four-week EveryDay Coaching and Leadership program will begin after Mother’s Day. Details here.
★★★★ Entrepreneurship: How opinions get in the way of success
I’ve told people for years to not let their personal feelings get in the way of what works. Too bad I didn’t take my own advice.
I really don’t care for pop-ups on websites. I resisted putting any on mine for years. Finally I relented and added one for a newsletter sign-up. As a result, my newsletter sign-ups are up 400%, and it has not negatively affected the amount of time users stay on my website.
Takeaway: Be open to trying new things. Test it. If it doesn’t work, you were right. If it doesn’t work, you were right to test it!
★★★★★ Customer Engagement: A nice staff
One of the biggest misperceptions leaders have is confusing a nice staff with a highly effective staff. No, I’m not suggesting that it’s not important for your staff to be nice, but it takes a lot more than being nice to execute a highly effective customer engagement strategy.
The key to highly effective customer engagement is PROACTIVE ACTION. Taking specific actions that engage customers when they enter your store or business. Engaging them in conversation. Putting products in your customer’s hands. Recommending solutions to problems your customer may not even know he/she has. Nice is nice. Proactive action is better. Nice people taking proactive action are even better.
Takeaway: Identify some of the specific proactive actions you know your team takes to deliver a great service experience and sell more products. Look to make changes if the list is shorter than you think it should be.
★★★★★★ Personal Development: Coaching yourself
Two of the most important factors in developing your staff are setting new and higher expectations, and then making sure there is accountability to achieve those expectations.
An example: You set an expectation that each associate always suggest one additional product. You hold them accountable by having them track how often they do that in a day.
These two elements are almost always missing in our personal development. We think about changing or growing in our role, but there’s really never a new expectation of ourselves. Nor is there any accountability.
Here’s an easy way to achieve both. Tell a friend, colleague, manager, or anyone else you trust that you’re going to work on a specific behavior or action. (Your personal expectation.) At the end of each day, send that person a text or email describing what you did well and what you can do better. The other person doesn’t even need to respond. They just need to remind you if you’ve not followed through on what you said you would do.
Takeaway: Adding both expectations and accountability to your own development will help you grow and develop faster and higher.
About Doug Fleener
Doug Fleener, a proven business and customer service experience expert, helps companies achieve performance that exceeds customer and employee expectations resulting in more sales, profits, and customers.
Learn more about our services at Sixth Star Consulting, or call Doug at 844-861-7803 to discuss how he can help you achieve higher levels of performance and results. Learn about Doug's keynotes and workshops at DougFleener.com. Sample a Sixth Star University online training program at SixthStarU.com.