I’m sure from time to time even your most outgoing team members have their off days – those times when they are down, flustered, bored, angry or frustrated. And of course, this impacts their colleagues. And your customers. Most people believe they can’t change their moods, but here are 4 things (including an exercise you […]
If you expect your team to cross sell or upsell or recommend additional products or services, as a minimum they must understand all the …
We’ve all heard it haven’t we “I’m sorry, I don’t have the authority to do that; I’ll need to get my manager.” It’s certainly frustrating for a customer, but also demotivating for a team member knowing that they can’t resolve the problem even if they wanted to. And of course, this wastes your time too, […]
I often get asked why I chose the name Naturally Loyal for my business. It refers to the importance of having naturally loyal customers and team members opposed to those who only stay with you because they feel as if they are being held hostage. What do I mean by that? Watch the video to […]
Here is a summary of my mini video series on the A-Z of Creating a Service Culture. Find the full series here: https://www.youtube.com/user/carojcooper/ A for attitude To help you create and maintain your service culture only recruit people with the right attitude who fit in with your service culture and you are confident can deliver excellent […]
Do you remember the saying “sticks and stones may break my bones, but words will never hurt me”? Won’t they? Ask any experienced marketing copywriter and they’ll be able to tell you just how powerful words can be in creating both positive and negative emotions, and prompting people to take notice, put up barriers or […]
Do you ever find yourself having conversations with a customer or team members and then they say to you at a later date, ” No, that’s not really what I meant!”and you realise that you have completely misunderstood them? Or they misunderstand you; you’ve made a comment that’s been mis-interpreted? How does this happen? Because […]
When I ask managers what’s important to their team members it’s usually quite revealing when I get an all too common responses of “money and a quiet life”, or “I don’t know what makes them tick”. The former might sometimes be the case to an extent, but sadly it’s often an assumption. The only reason […]
Creating a Service Culture If you’ve been following me for any length of time you’ll know I love sharing ideas and tips to help you engage your team and/or make your customers experience even better. So earlier this week I made a crazy commitment… That I would share a video a day for 26 days on […]
I sometimes hear managers and even business owners commenting: “What’s the point in training people if they then leave?” They might also ask the question the other way round, and ask “What if I don’t train them and they stay”! A lack of investment in your team might even be the very reason they leave. […]
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Are you making any of these 7 Big Mistakes Business Owners (or their managers) Unwittingly Make - Resulting in High Staff Turnover, Low Productivity or Inconsistent Customer Service?
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