Get a Deal if I'm Near You!
You can save money by piggybacking with my other clients. If you want
to explore what I could do to help your people be more effective,
contact me ASAP so I can work you into my travel schedule.
Or get several companies together for a presentation. Or gift your
clients with a presentation for their teams.
Nov. 13 Dublin, CA
(hold) Johannesburg, So Africa
Customer Service ... and Disservice
This book is full of examples of superior
customer service ... and below par service. Following each example are
questions to ask your team to prompt discussions of what went right -
or wrong. Then you can decide how to use the lessons to improve your
Get your copy (hard copy or eBook) of Remarkable
Customer Service ... and Disservice: Case Studies and Discussions to
Increase Your Customers' Delight today!
executives think that only HR needs to think about how to grow their
internal leadership. By offloading all the thinking about this they are
sure to stunt their company's growth. This book helps you examine what
you should be considering when looking at helping your people grow to
take on more responsibilities.
Get your copy (hard copy or eBook) of Grow Your Key Talent: Thought-Provoking Essays for
Business Owners, Executives and Managers on Developing Star Staff
happy to brainstorm with you.
You May Have More Influence Than You
Sometimes we go about our business and don't think about if others are
paying attention or not. Generally, not many people notice us or our
behaviors. But sometimes we're being observed and, unbeknownst to us,
admired. We are unwitting role models. Or even held to a higher status
than we believe we have.
This became apparent from a brief conversation I had during my recent
speaking tour in Turkey. In between engagements, I hung out at my friend
Tamer Ozdemir's English Test School in Eskisehir. I got to know the
English teachers there, including a young Turkish man named Aykuk. After
a week of visiting with him and his students and his hearing of my
speaking engagements in Turkey and beyond, we had this exchange:
Are Your People Ambassadors for Your
Anyone can create a memorable experience for another at any time -
whether at work or not. When they do, they are not only representing
themselves, but their gender, race, age group, culture, city, state, or
even country.If they are wearing your logo-wear or mention they work for
you, they also represent your company.
I've created programs to help staff shift to ambassador-like thinking.
But it starts with people who are already focused on going above and
beyond in whatever they are doing or encounter.
Here are a few examples of everyday ambassadors creating a memorable
experience for me during a recent trip to the city of Eskisehir, Turkey.
Read the examples.
A Cup of Coffee Can Last 40 Years
countries it's common to be invited for a cup of coffee or tea as a way
of extending hospitality. I hadn't fully understood the implications of
this gesture until a recent speaking tour in Turkey.
I'd just given a 90-minute speech to 200+ members of the Eskisehir
Chamber of Commerce. The Chamber president, Harun Karacan, a charming,
successful businessman who spoke no English, invited me and my local host
and friend, Tamer, to his office for coffee. His invitation was followed
by this Turkish saying which his aide-de-camp, Arda, translated for me:
Advanced Customer Service Webinar Series
Nov. 16-Dec. 14
Most customer service people don't really want to think they sell, so
they resist it, despite your efforts.
We know how to solve this problem and we'll share it in a 3-part webinar
that customer service people will attend with enthusiasm and use what
they learn ... the next day.
This unique webinar series teaches advanced customer service skills AND
encourages people to up-sell and cross-sell as part of providing great
My colleague, Mitch Gooze from the Customer Manufacturing Group, and I
will lead these sessions. If you manage a customer service team, you're
invited to the free 1/2-hour manager overview on Nov. 9.
Read the details for
the sessions and register for the overview..
Special Sale on Inscape Facilitator's
When I was learning how to use Inscape's assessments, I ordered all of
the facilitator's kits. I've now administered the assessments and led
courses with them so many times I no longer need them. Which means you
can get a deal on these gently used kits.
Get the details on what
topics are available and the price.
I'm Returning to SE Asia and Maybe
Australia and So. Africa
If you know people in these parts of the world who would benefit from my
working with their team to be more productive, effective, and profitable,
please connect me ASAP as I'm making my travel plans soon. Or maybe you
want me to work with your
Let's Connect on LinkedIn
If you're a member of LinkedIn, let's connect there. Please just send me
an invitation with a reminder of how we know each other, or just
"ezine reader" and I'll accept the invitation. Just click here to go to
my profile and send me an invitation.