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I work for an Electrical Contracting business where I took part in the Customer Loyalty Training led by Norm Gauthier. I have been working in the customer service industry for over 20 years and felt I didn’t need this training. However, I ended up not only attending, but looking forward to every class.
— Heather,
Twin City Electric & Alarms
Business News & Articles
We have introduced an Articles Page, which we will add to by category on a regular basis. Featured articles will focus on contemporary business and organizational topics of interest….
Finish Strong
As we approach the end of the year, we tend to rush forward full speed ahead. With holiday madness and other tasks that need to be done by the end of the year, who has time to neatly tie a ribbon around the last twelve months and call it a wrap? However, finishing strong may be just the thing you need to do to create a strong start for the New Year.
Read More…Setting Personal Goals: What Are Your Resolutions For The New Year?
However this is an important time of year for you to take stock both personally and professionally to determine whether or not your life is on track. When was the last time you thought about your life goals? Are you on track to achieving those goals?
Read More…Combat Stress - Seven Practical Methods
A stress-free lifestyle could very well do wonders in eliminating depression. Here are seven practical methods to combat stress:
Read More…Two Distinct Minds
Most of us are very aware of our conscious mind because we "seem" to spend a great deal of time there. However, depending on which study you read, it has been proven that 60-95% of the decisions we make and the behaviors we exhibit are generated by our subconscious mind. Think about that staggering percentage and now think about your daily routine.
Read More…Be Curious-And Be a Successful Communicator
There are many ways to improve the way you communicate. For example, you will always start things off on the right foot by opening the conversation in a way that creates mutual respect. Using phrases such as, "If you have a minute, I'd like to talk with you about something that I think will improve the way we work together," helps set your conversation partner at ease. It tells him or her that you have positive intentions.
Read More…Developing Trust
Trust is essential to the success of any team. Outstanding performance and winning teams are based on trust and competencies that produce results. Trust is a belief that those who you depend on in your team will meet your expectations. When trust is present, your team members will work effectively together, share information freely, share challenges and mistakes, admit lack of knowledge, and commit themselves to the success of the team.
Read More…Apparently companies like Cosco understand the difference...
They know that companies with the highest customer Loyalty typically grow at more than twice the rate of their competition.
Read More…The Impact of Generational Change! Are your managers up to the Leadership Challenge?
As a business owner or leader of a Fortune 500 company, chances are you’ve been living under a rock if you haven’t heard the drum beat of the Generation Gap.
Read More…Super Worker to Leader - How much are these internal transitions costing your Company?
No matter what terminology a company or organization uses, when they promote from within, it typically involves...
Read More…Seven Ways to Stop "Selling" and Start Building Relationships
Sometimes we can all use a friendly reminder to keep us from backsliding into old ways of thinking about selling that lead us down the wrong path with potential clients.
Read More…Listen to Suggestions
If you are up to your ears in a stressful situation, it becomes difficult to think clearly. Sometimes, it is best to walk away from a problem and think about it, rather than try to solve it with an instant solution.
Read More…Attitudes Affect Everything We Do
Attitudes determine the way we treat people. They affect the way we perceive change. They influence our ability to set and reach goals. Attitudes affect our ability to realize and progress through Maslow's levels of need satisfaction (http://www.abraham-maslow.com/). The following sequence may help you see the significance of attitudes.
Read More…The Value of a Coaching Relationship
Sometimes people confuse coaches with traditional consultants. Unconsciously, people ask coaches to give advice. The role of a coach is not to provide answers or solutions. It is to help you develop the potential that lies within yourself, so that you increase your capability to overcome all obstacles and achieve all of your goals. Sometimes people expect coaches to serve as mentors.
Read More…Determining and Improving Performance Gaps
In fact many organizations are faced with the reality that they need to get more results through smaller and perhaps more fragmented teams. As your employees have added and shifted roles, positions, and responsibilities, how do you know you have the right people in the right positions in order to maximize your organization's efforts and outcomes?
Read More…Authority vs. Power
Successful leaders are individuals with high levels of personal power. Understanding the difference between personal power and granted authority is a significant distinction. Many people have the tendency to use the words authority and power interchangeably; however, these terms refer to two very different aspects of leadership.
Read More…Creating a New Standard of Excellence - Six Things You Can Do
Below are six steps that you can take to continue to raise your own standards of excellence. These steps will make it easier than ever to stand out, be noticed, and have greater levels of success and satisfaction.
Read More…Working With The New Generation
I've heard them called by many names as of late: Generation Y, Gen Y, The Plug-and-Play Generation, The Gotta-Feel-Good Generation. What they're all referring to is the new young generation-our current 20-somethings. Every generation "deals" with the generation who comes after them. Their different views, their different ways of doing things, and so on; this generation is no exception.
Read More…I Remember Going to the Event, But I Don't Remember Much Else
"Hey, Jack! That seminar I sent you to last week? Any chance you can give us all an overview at the team meeting?" Jack's boss had just delivered his worst nightmare. Not only had the event been tedious and disjointed, he couldn't find the paperwork to remind himself of the key points and his memory was not providing any brilliant clues.
Read More…Leadership and Communications - Part 2
No matter how well informed you may become, no matter how much knowledge you acquire in your field, it is important to remember that very few have ever accomplished more or gone far in any endeavor without the assistance and cooperation of many people. Leadership, goal achievement, and effective communication are inseparable, and they are all inextricably tied to trust. Valueship provides the values, direction, and strategy that support and guide behaviors.
Read More…Values Build Successful Business
A powerful vision provides inspiration, challenge, and purpose. It gives meaning to your work and purpose to your business. Your business gives you a place where you can satisfy your need to achieve. Everyone's life needs a purpose, something important to strive for. One way to add both meaning and context to your vision is to establish values. Clearly defined values simplify decision making. They also help ensure consistency as well as ethical and behavioral congruency.
Read More…Can't Change It
We are in the midst of some very interesting times that carry with them a bit of chaos and a bit of uncertainty. You only have to look to national news to find proof of our ever-changing country and world. Gas prices have hit an all time high and the economy has been rocked with recent turmoil.
Read More…Customer Service Leads to Customer Loyalty
All customers want and expect superior customer service, and it is all too important that we give it to them.Otherwise, our competition will. Your customer doesn't want to be treated like another statistic along an assembly line. They want to be treated with respect.
Read More…5 Simple Tips For Dealing With Nasty Customers
If you've been in business very long, you've likely heard it all! You know, the irate customer who is going to sue you over the nineteen dollar product that they claim is bogus; the one that's going to "shut your business down" because they conjure up in their minds that you might have breeched your privacy policy, or the one that takes complete advantage of your money-back guaranty.
Read More…Turn Your Customer Complaint into a Positive
The last thing we want to hear during our work day is complaints from customers. However, it does come with the territory. Here are a few tips on how to turn your customer's complaint into a positive.
Read More…Developing Peak Performers
"A financial analyst once asked me if I was afraid of losing control of our organization. I told him I never had control, and I never wanted it. If you create an environment where the people truly participate, you don't need control. They know what needs to be done and they do it." - Herb Kelleher, Co Founder of Southwest Airlines
Read More…6 Danger Signs You May Be Headed to Micro-Management
Do you 'manage people' or mentor and support competencies and activities? Here are six 'macro' tips to avoid the pitfalls of sales micro-management.
Read More…The Leader as Coach
Vision alone is not enough. Much like a football team that is playing in the Super Bowl, having a game plan and the desire to win is important.
Read More…Building a Strong Business Relationship
When it comes to business and sales, building a strong relationship is critical. The stronger your relationship is with your customer, the more likely they will be to refer business to you. Every day, make an attempt to build on the relationships you have with your customer. Don't just say hi as they walk in and goodbye as they leave. The last thing you want to do is make your customer feel like a statistic.
Read More…Leadership and Communications Part 1
One fundamental truth about effective communications is that people will not believe what you say if they don't believe in you. Credibility is the cornerstone of successful communication. To be an effective communicator, you must be believed. To be believed, you must be credible.
Read More…How to Create a Successful Business Plan
I am often asked the same two questions. Do I need a business plan? What should I include in my business plan? I am going to answer these questions when writing this article. Do I require a business plan?
Read More…Build a Strong Business with Strong Customer Relationships
Most businesses spend time attracting customers to a product or service, trying to win their trust and then ending the whole process with a sale. That tactic seems obvious to most people.
Read More…Your Business Plan Will Become Your Partner
Are you planning to start a new business? Or are you considering expanding your current business and require a bank loan or investment from outsiders?
Read More…Making Great First and Last Impressions Over the Telephone
Here are five ways to make the most of the first few seconds of your call and three ways to make the most of the last few seconds.
Read More…The Bottom Line To Peak Performance Vol 7, Issue 39 May10
Creating a winning team begins with creating a culture in which people are encouraged to challenge, to question, to try, and to innovate. Surround yourself with and create teams of the best people the organization has to offer.
Read More…The Bottom Line To Peak Performance Vol 7, Issue 36, Feb 10
One of the most important aspects of behavioral interviewing is keeping the questions job related. However, "job related" doesn't mean that the question relates to just ANY job.
Read More…The Bottom Line To Peak Performance Vol 7, Issue 38 Apr 10
In today’s economy, every business executive, owner, CEO and president should be asking themselves one important question: “Do I have the talent to take this business to the next level?”
Read More…The Bottom Line To Peak Performance Vol 7, Issue 37 Mar 10
There are a lot of aspects to consider when interviewing candidates for an open position - skill set, years of experience, ability to fit into the company culture, etc.
Read More…The Bottom Line To Peak Performance Vol 7, Issue 35, Jan 10
With the beginning of a new decade comes the optimistic view of a brighter future for our businesses, family, and self.
Read More…Strategy is about being different and making choices.
The intent of a business strategy is to define how the company can shape the future to its advantage and create and capture a greater share of the economic value. It outlines where and how the company will compete and gives structure to what you are trying to accomplish.
Read More…Executive Coaching & Consulting - Boston, MA
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