Are You Being Served?

Customer Service is a hot topic at the moment with fewer consumers in the marketplace it is seen as the difference that makes the difference - This also applies to the workplace where we have 'internal customers' rather than consumers. This month I have focussed on Leadership actions that can make the difference in the service people provide - Keep in mind how you can be even better...

When Fear Strikes!

If you've seen this blog before you will know how limiting beliefs can affect how we deal with others, just check out the first post "How Often".

Limiting beliefs also have a profound affect on own performance and behaviour - and when I say 'behaviour' I mean our actions (or lack of them!)

Are you Hungry?

One of the recommendations in our programmes is that you take time out to see motivational speakers. Naturally it makes sense that we do the same. Here's one we thought you'd like, Les Brown talking about being Hungry.

Being Hungry means you have the desire. Being Hungry means you are relentless. Being Hungry means you push and push. Being Hungry means you get the results.

While you watch the video think about yourself - are you truly Hungry? Are you doing everything you can or are you playing safe?

What about your people? Are you recruiting the Hungry people or the okay people? And once in your organisation what do you do to keep them Hungry?

At Potential Plus, we can help you develop that Hunger even if your people seem a little full....

Moments of Truth

Moments of Truth can make or break your company, are you and your team 'bright' or 'dull'?

Jan Carlzon wrote a book in the eighties called Moments of Truth and in it he tells the extraordinary story of turning the lacklustre, state-run, Scandinavian Airlines System (SAS) into a profitable business. The central element to Carlzon's turnaround was the 'Moment of Truth', which he defined as any interaction between the company and it's customer. Examples for your company could include sales visits, phone calls, letters, emails and even the look of the company building!- In fact anything that gives the customer an opportunity to form (or change) their perception about your company. He categorised them into 'bright' and 'dull' Moments of Truth - The larger the number of 'bright' moments your customer experienced, the greater likely hood your customer would return.

Research suggests that in a face to face contact it takes approximately 4 minutes for a customer to form their perception during a Moment of Truth, no matter how long the interaction lasts. The customer has a wealth of information to take in - appearance, handshake, demeanour and verbal communication. So, those first 4 minutes are crucial, as any interviewer will tell you.

By contrast, on the telephone it takes between 4 to 14 seconds for the customer to make up their mind about you and your company and they are mainly assessing your voice tone. Not surprisingly, contact centres spend a lot of time ensuring their agents sound interested when they take/make that call (don't they?)

So, what bright Monments of Truth are you creating today? And what about your team.....