Wednesday, May 23, 2018

        

  1. You’ve made the dial – so why not leave a voice message?  You won’t get many call backs (3-4 for every 100 messages) but every call back is a WIN for you!
  1. They must be short –  as close to 30 seconds as possible!  Don’t ramble.

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  1. Concentrate and focus on the speaker, whether you are on the phone or in person.  Don’t let physical noises distract you.  Even more important, don’t let mental noise distract you.  That’s the little voice in your head as your mind wanders – what will we have for dinner tonight? Will the dry cleaner be open until 7pm? I NEED this sale or my manager will yell at me!  If you let that voice distract you, you will quickly lose focus and miss what the speaker is saying.

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  1. Always have a typed agenda which you distribute to the attendees. You will never stick to the allotted time if you don’t have it
    planned out.
  2. If this is a weekly (sales) meeting, solicit topics from the regular attendees so they feel part of the process each week. These topics are in addition to the standard agenda items focused on:
    a. reviewing last week’s numbers
    b. rewarding outstanding achievement
    c. introducing new products, services or pricing and
    d. discussing this week’s game plan.

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  1. Be even nicer to your customers than you already are! Customers are stressed and frazzled. They may sound angrier or ruder than they mean to be so “kill them with kindness.” Empathy is the key to communicating with an unhappy customer.
  2. Be nice to your co-workers. They are stressed and frazzled too. There may have been layoffs so now there are fewer employees to complete all the work. They may have problems at home that you don’t know about – a spouse out of work, adult children who have moved home or senior parents with health challenges and medical bills. Make working with you the bright spot in their day.

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The goal of effective coaching is to “catch them doing something good!” If your professional and respectful coaching sessions with them are well-received and acted upon, you will have a more successful sales or service operation and employees who feel valued by your organization. That will reduce turnover, increase customer satisfaction with your product/service, improve revenues and contribute directly to bottom line profitability. If you do not have an effective employee coaching program – implemented consistently and regularly with objective measurement and concrete skills development - this is the year to implement it.

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