How to Avoid the “Can I Help You?” Trap in Customer Service…
Have you ever wondered why people ignore you or say “just looking” when you greet them or when you try to start a conversation with them in a customer service environment? The customer has this...
View ArticleHow To Become An Expert In Customer Service.
It takes 10,000 hours to become an expert if you listen to Malcolm Gladwell – or does it? Most sales people have the misconception that sales is easy; anyone can sell. Yes, they may be right – though...
View ArticleFish Stinks From The Head Down.
As business owners/managers it is always easier to blame staff when things go wrong or when the business is not performing well. I have always looked at it another way – from the top down. It’s not...
View ArticleThe Perfect Employee In Customer Service…
If someone said to you, “Picture your ideal employee,” who would that person be? What skills and attributes would he or she have? What does the perfect employee look like (and I don’t mean...
View ArticleWhat Happens If Your Customer Has A Problem?
When getting around any city in the world, I use Uber. I love the service, and I was a great advocate – until recently. Over the weekend I was in Sydney on business. As usual I took Uber cabs...
View ArticleAre You Just Better or a Disruptor in Business?
Disruptor is a much bandied-around word in business lately. Lisa Messenger, who recently released her book, Daring and Disruptive, writes about being an entrepreneur and launching a very successful...
View ArticleDo You Care About What I Want?
Today I received a phone call from a training organisation whose caller told me that the government had allocated money to online training. I thought to myself, “That’s great.” She then asked me some...
View ArticleAre Your Salespeople Fence Sitters?
I really dislike fence sitters in sales! Salespeople should have an educated opinion either way, and that opinion should always be delivered with a smile and with a desire to help the customer. This is...
View ArticleDo You Know What Your Customers Think about You?
“96 % of unhappy customers don’t complain, however 91% of those will simply leave and never come back” – 1st Financial Training services. In business most owners/managers often go about their day...
View ArticleWhen to Fire an Employee?
I have been working with a small business for the past two years that was initially losing money. There were many issues, starting with systems and ending with staff. In developing a new style of...
View ArticleGreat Salespeople Make Money!
Over the weekend I went into the city with my sixteen-year-old daughter, Markella. She knows what she likes and what she doesn’t, but she is still happy to shop with me and values my opinion. She has...
View ArticleScarcity: The Sacred Word in Sales
“The way to love anything is to realize that it may be lost” – G.K Chesterton. Recently on my Facebook timeline, I saw this (Below) Marais boutique post: “To stand a chance…” Suddenly my curiosity...
View ArticleEgo Sometimes Gets in the Way of Making Money
Last year I had the opportunity to chat with a restaurant manager/cook about his business. His staff was not performing to his expectations, and the business was not as profitable as it could be, so...
View Article6 core needs meets customer service…
We are all different. One person can reach great heights in his or her career or personal life, do the impossible, save lives, be a saint, and achieve incredible feats, while others can be the...
View ArticleHow to get more from your salespeople!
Last week we looked at six core needs and how they applied to your customers. This week we will explore how you can get the most out of your employees by understanding how they think and what motivates...
View ArticleSelling The Intangible
It’s been a while since we last spoke. I was on a whirlwind tour with one of my favourite clients where I consulted and worked closely with their clients in order to build customer service experience...
View ArticleIn Customer Service It’s the Little Things That Matter…
Dear Manager of the Sheraton Mirage Port Douglas Resort, Recently my husband and I came to stay at your resort. We were aware of your ongoing renovations, but we had been informed that since it was a...
View ArticleLet the Christmas Department Store Wars Begin!
Christmas is traditionally the biggest trading period in the retail calendar. Stores depend on this time to make about 60% to 75% of their sales and profit for the year. This is their opportunity to...
View ArticleCustomer Service Still Rules As 2015 Comes To A Close
As another year comes to an end, 2015 has not been an eventful one for small business. Most would say this is a good thing. Sales continue to strengthen, and the lower dollar value is good for...
View ArticleThe Power of a Smile…
Have you ever looked at yourself in the mirror when you’re angry or anxious? Your face is probably red and scrunched up, with the wrinkles on your forehead quite visible. How do you feel when you are...
View Article
