70 Simple Rules For Sensational Service

Flavio Martins' book, Win The Customer, teaches you 70 simple rules for sensational service. "These can be used as a top-down resource in organizations looking to develop or enhance a service culture," explains Martins. "They can also be used as a resource for individuals who want to transform the way service is handled from the ground up, even when lacking the full commitment and support from organization-wide training and change efforts."

To deliver sensational customer service, you need to have the right culture. Martin says that the right culture:

Inspires -- Culture isn't a mission statement; it's a statement of action.
Fosters -- When united in a common goal, people contribute to an environment where everybody willingly comes to work each day and pours their best efforts into doing what they believe will make the greatest difference.
Transforms -- When working toward a higher purpose, the right culture has a real, positive effect on the work that is performed.

Martin recommends you conduct a 60-second customer experience evaluation to determine exactly where you are in the customer experience journey, and how you're using customer service to develop loyal customers.

To do that, answer these questions:

Is customer experience and services part of your business culture?
Do you have a customer experience advantage?
Is customer communication part of your customer experience?
How quickly does your customer service respond to customers?
Do you use customer service to let customers know you appreciate them?
Does your customer experience include customer feedback?

Win The Customer provides a roadmap for today's customer-centric world of business.

Martins was recently ranked #2 among the International Customer Service Management Institute's Top 100 Customer Service Thought Leaders.

Comments

Resolve To Find A Mentor In 2025

Having a mentor is one of the best things you can do to advance your career as a leader. So, decide soon to secure a mentor who will work with you during 2025. Make that one of your New Year’s resolutions. A mentor can benefit leaders new to their leadership role and they can benefit experienced and seasoned leaders, as well. A strong mentoring relationship allows the mentor and the mentee to develop new skills and talents, to build confidence, and to build self-awareness. Proper mentoring takes a commitment from both parties and it takes time to develop and to reap the rewards of the relationship. Plan to work with your mentor for no less than three months, and ideally for six months or longer. When seeking out a mentor, think about these questions : 1. Will the relationship have good personal chemistry? 2. Can this person guide me, particularly in the areas where I am weakest? 3. Will this person take a genuine interest in me? 4. Does this person have the trait...

5 Tips For Generating Ideas From Employees

Your employees have lots of ideas. So, be sure you provide the forums and mechanisms for your employees to share their ideas with you. Hold at least a few brainstorming sessions each year, as well. And, when you are brainstorming with your employees, try these five tips: Encourage ALL ideas. Don't evaluate or criticize ideas when they are first suggested. Ask for wild ideas. Often, the craziest ideas end up being the most useful. Shoot for quantity not quality during brainstorming. Encourage everyone to offer new combinations and improvements of old ideas.

How To Lead A Family Business

Julie Charlestein is the author of the book, How To Lead Your Family Business: Excelling Through Unexpected Crises, Choices, and Challenges . Charlestein is also the fourth-generation leader of an incredibly successful family-owned enterprise, and she’s seen it all firsthand, including family drama in the workplace and the office politics that come with any corporation. Her book features her unique set of strategies for navigating the distinctive challenges and choices facing family businesses. In her highly personal storytelling style, Charlestein shares her experience as an emerging leader and ultimately CEO, who has worked to earn her colleagues’ respect. She details her leadership adventure, offering actionable strategies for those leading and working within their own family businesses. The book is ideal for anyone leading a family business or starting a family business. It’s also good for anyone taking over an existing (or new) business. More about Charleste...

How To Create And Live A Powerful Personal Brand

In her new book, Selling Yourself , Dr. Cindy McGovern shows you how to step-by-step create a powerful personal brand. Using her five-step strategy, you’ll learn how to build an impressive, authentic brand, live your brand and sell your brand. “Whether your brand has created itself, you’ve outgrown your original brand, you’re ready for the next level, or you’ve changed your passion or purpose, this book is for you,” shares McGovern. You’ll learn how to showcase your brand to expand your opportunities, establish trust, build deeper connections, have more confidence to ask for what you want, leave lasting impressions, and finally to express gratitude. One of my favorite parts of the book is where McGovern includes this quote from Mahatma Gandhi : Your beliefs become your thoughts. Your thoughts become your words. Your words become your actions. Your actions become your habits. Your habits become your values. Your values become your destiny. ...

Know When To Change Your Decision

Leaders make decisions. Good leaders are willing to modify their decisions as changing circumstances and data dictate. If you are stubborn about a decision and think that tweaking your decision will be a sign of weakness, think again. In fact, just the opposite is true. Often, circumstances change and new information becomes available after a decision has been made. If that takes place it is a sign of strength to modify your decision to fit the new situation.

Do You Really Need To Read Leadership Books?

The answer is yes. And, fortunately, there are lots out there to select from. However, if you don't have time to read books about how to be an effective and good leader, you can select a few words from the list below and then practice what those words mean, as you lead your team every day. Leaders on the LinkedIn Executive Suite group came up with these nearly 50 words in answer to a discussion topic I posted in the group forum: " A Good Leader Is [insert one word]." A big thank you to that group for this valuable list. Accountable Adaptable Approachable Authentic Aware Bold Brave Candid Caring Clear Challenging Charismatic Compassionate Courageous Credible Decisive Dedicated Ethical Empowering Engaged Fearless Forward-Thinking Gracious Honest Humble Inclusive Influential Inspiring Intuitive Loyal Mindful Moral Motivating Objective Open Passionate Pro-active Receptive Responsible Respectful Skilled S...

10 Quotes From The 5 Levels Of Leadership -- John C. Maxwell

Soon I'll post my full review of John C. Maxwell's latest book, The 5 Levels of Leadership . In the meantime, here are some of my favorites quotes from the book that I believe should become a must-read book by any workplace/organizational leader: Good leadership isn't about advancing yourself. It's about advancing your team. Leaders become great, not because of their power, but because of their ability to empower others. Leadership is action, not position. When people feel liked, cared for, included, valued, and trusted, they begin to work together with their leader and each other. If you have integrity with people, you develop trust. The more trust you develop, the stronger the relationship becomes. In times of difficulty, relationships are a shelter. In times of opportunity, they are a launching pad. Good leaders must embrace both care and candor. People buy into the leader, then the vision. Bringing out the best in a person is often a catal...

The Five Points Of Professionalism

Here's more good advice from The Everything Coaching And Mentoring Book : Professional behavior on the job means that work habits are strong and consistent. Your organization's work ethic should be solution- and positive-results-oriented. And you should regularly take inventory of these five points of professionalism : Honesty and integrity Learning and initiative Resilience Positive attitude Teamwork Check out these useful online resources for more coaching and mentoring tips and advice: Micomentor The Center for Coaching and Mentoring The Coaching and Mentoring Network Coaching and Mentoring for Small Business Owners Manager's Forum Coaching and Mentoring Careers Peer Resources Coaching and Mentoring Training

Go Old School...Use A Flip Chart For Gathering Ideas

Here's a great idea from communications consultant, speaker and author David Grossman : And, yes it's old school. But, it works! Grossman recommends that when you have something you want to get your employees' input on, post a question on a flip chart in your department or office. Provide Post-it notes, and watch the ideas grow as employees post their ideas on the flip chart. This is an informal focus group of sorts, where employees can freely and without feeling pressure, share their ideas, see others' ideas, and then suggest even more ideas. You'll get great collaboration without a meeting!

Four Tips And Observations For Leaders

I really like these four leadership tips and observations from the book, 1001 Ways To Energize Employees : Nothing creates more self-respect among employees than being included in the process of making decisions. Decisions must be made at the lowest possible level for management at the top to retain its effectiveness. Hold an annual "Olympics" at your workplace that includes competition in the areas of sales, production, administrative support, IT, etc. It'll provide the opportunity for employees to show off their skills that will energize all employees and boost morale. Ensure employees know you've read the important reports they send to you. Get an ink stamp that says "Read by [insert your name]" and stamp each report you read. Then, route the report back to the applicable employee. The quality of reports will likely improve!

Eric Jacobson On Management And Leadership

Search This Blog