Many small business owners find it difficult to hire employees. This means you can stop doing everything yourself and let someone else do some of the work. There are some things every leader and boss should do to make the experience enjoyable for their employees and you.
1) Recognize the efforts of others. It can be frustrating to work for someone who is happy with the financial rewards of their efforts, especially if they fail to recognize the contributions made by everyone. Recognizing the efforts of your staff is easy. Recognizing your staff makes a huge difference in the work environment. People love to feel appreciated.
2) Be positive but not negative. As a leader, your job is to recognize and encourage others to be creative and to give them the energy and motivation to bring YOUR ideas to new heights. You can help them serve you better by helping to build their confidence…not tearing it down.
3) Take responsibility for your own projects. If things don’t go as planned, I believe the leader is responsible. Accept responsibility for any situation that might go wrong. It will bring down your team and ruin your work environment if they are constantly carrying the weight of bad projects. Contribute to the emotional well-being of others. Recognize the behavior you desire to see more of and acknowledge it. Accept responsibility for things that don’t go according the plan. Be positive.
4) If you have great people, it is your responsibility as a leader not to let them go. Talented people will propel your company to new heights, but if they leave, your company’s growth will be impeded.
People who have skills know they have options. The lure of a big payday is only good for a limited time. They start to look elsewhere after a while. It is not what you want for them to go with your competitors. The moral of this story is to train and treat people well and find great people. Your business will flourish.
Three of the Worst Mistakes People Make When Presenting
It takes more than just the chance for memorable disasters to happen. These disasters require special misunderstanding and misguided effort. These are the three most common ways that a presentation can go wrong and how to avoid them.
Mistake #1: Magical belief is a mistake
You can’t help but believe that you will be able to deliver a cohesive, clear, and useful presentation once you begin speaking. Do not prepare. You can just do it. What happens? The presentation is so amazing that everyone is shocked. They expected more. They may also be bored or disappointed. Unprepared presentations can cause them to become angry and waste their time. Unprepared presentations sound just like unprepared presentations. Instead, Prepare. Determine the purpose of your talk. Create a presentation that achieves this goal. Discuss your expectations with the audience. Rehearse.
Make #2: Remember your speech
You will spend hours memorizing every word so you can recall it even when you are awake at night. What happens? You sound like an engine. You can even become speechless if you miss a word. This is something I have seen happen and it is very painful. Instead…Make sure you know how to present. Write a script. Practice giving the presentation by memorizing the first and final sentences. You should practice many times. You will eventually learn to communicate the key ideas naturally and in a normal, natural way.
Make #3: Talk about Yourself
Concentrate on you. Please tell me about your past, your qualifications, and your life. Your story is important. Talk about yourself. The presentation should be about you and your life. What happens? They are polite and will listen. They may pay more attention if you are entertaining enough. If you are not entertaining enough, they may pay attention. Instead…Talk about your audience. Talk about the audience.
Three Ways to Protect Your Customers
Retail outlets today must be concerned about customer security. Retail managers need to think about the safety of their customers in-store, and how they can make their store more attractive to shoppers.
Lighting is an important aspect of customer service. Lighting must be bright enough to allow customers to see what is happening and for the shop to not become dark or dimmed. This is because this could lead to thefts or other attacks. This is especially important in fitting rooms, baby-change areas, and other areas where customers may be out of the general flow and staff presence.
CCTV systems are a comfort to customers. These systems are intended to prevent crime, so customers feel more secure in an environment with cameras that deter would-be criminals. Customers feel more relaxed when there is at least one person who is responsible for security.
Petty crime is a constant threat to the retail environment. This includes shoplifting and picking-pocketing customers. This kind of crime is more common in small, crowded shops. People are packed tightly into spaces, making it difficult for security cameras and general shoppers to see what’s going on. People can easily steal handbags or put items in their bags without having to pay for them. This type of crime can be defeated by organizing your goods in a way that leaves more room in the store. This makes it easier to spot suspicious behavior and increases customer awareness if they are too close or show threatening behavior.
You can do many things to make your customers feel safe. However, lighting, space and visible CCTV security are key elements that will ensure that customers are safe shopping. Your customers will spend more money in your store if they feel more secure and confident.
Four Better Methods to Handle Complaints
The Moment of Truth is a moment when a customer can WOW you and they will tell five people about it. Customers are more likely to tell 11 others about the problems they have had with your company if you fail to deliver on customer expectations at the Moment of Truth. Research shows that customers will share their experience with you if they are not satisfied with your service. That’s right! If you wow them, customers will tell five people. However, if they have a problem, they will tell three times as many people than if the problem never occurred.
It is possible to increase your bottom line by equipping your front-line employees to handle customer complaints and issues in a way that restores customers’ trust and goodwill. Continue reading to learn how you can do it.
1. Problems should be resolved as soon as possible. Loyalty is more likely to be maintained if problems are resolved quickly. TARP, Inc. discovered that 95% of customers who complain would stay loyal if the matter was resolved within 24 hours. This number drops to 70% if the complaint is not resolved immediately. The speed at which a complaint is resolved has a greater effect on future loyalty than the resolution itself. To maintain and build loyalty, it is important to resolve all complaints within the first contact.
2. Give them something. After a service interruption, coupons, product samples and other freebies can have a significant impact on loyalty. After a terrible delay, American Airlines gifted me 7000 frequent flyer points years ago. That gift of miles was enough for me to return. Don’t believe me?
According to a study done for the Society of Consumer Affairs Professionals, 58% of complainants who received something by mail after contacting consumer affairs departments were thrilled. Only 40% of those who didn’t receive anything. Customers are more likely to feel valued and loyal if they receive token items such as product samples or coupons after a service interruption.
3. Customers should only be allowed to speak with the most friendly, helpful, and diplomatic employees. Customers who have had a problem with a company are likely to return their trust in employees if they feel that they can be helpful and friendly. Customers who contact a company to complain about a problem need to speak to someone who is professional, sympathetic, and understanding.
Employees must also be able to communicate with diplomacy and show empathy. They should also be able to represent the company convincingly and credibly in times of distress for customers. Whether these impressions are negative or positive, the attitudes and behavior of frontline employees leave a lasting impression on customers.
4. Encourage your employees to “Be Gumby”. Are you familiar with Gumby, the green rubbery character Eddie Murphy played so funnyly on Saturday Night Live? My seminars teach employees how to be “Gumby” with customers. Gumby means doing everything necessary to serve customers.
This includes being flexible, bending over backward, and making a 180 degree turn when you were heading in another direction on a non-customer-impacting task. This could even include standing on your head. It is important to be totally customer-focused. Gumby is a guarantee that you will always make customers happy.
Five Action Ideas for Difficult People
What was your last experience dealing with a difficult customer before? Although it was likely an external customer, it could have been an internal customer such as a member or colleague of your team or your boss. You will always strive to give exceptional service to your customers, both internal and external. In the real world, there are always things that go wrong. Your response to a mistake will be a key indicator of how satisfied customers are with your service. If you do it right, they will forgive you and may even compliment your business and your ability to help others.
It is important to understand that when dealing with upset customers, whether internal or external, you must first deal with their feelings and then address their problem. Customers who are upset about your products or services will likely feel strongly and want to “dump” their feelings on you. It is not enough to just deal with the problems. You must also address their emotions. These are five actions that address the human needs of customers:
1 – Don’t let them get you down – Focus on listening actively and non-defensively, and not letting them get to the bottom of your emotions. Don’t fall for the emotional and disparaging remarks made by customers.
2 – Listen, listen, and listen. Look and sound like your listening. Customer wants to know you care about their problems and are interested in your solutions.
3 – Saying sorry is a bad habit. It’s a word that everyone uses when things go wrong, and it has lost its meaning. You’ve probably heard it a lot: “Sorry about that. Give me the details and we’ll work this out.” It is better to say “I am sorry ……”” and if you have to use the sorry word in a sentence, include it. “I’m sorry that you didn’t receive the information promised Mr. Smith.” It’s also a good practice to use the customer’s name in difficult situations.
4 – Empathize – Empathy is a powerful way to address customer’s feeling. Empathy doesn’t require agreement. It is about accepting what the customer says and feels. The message is “I understand how your feel”. This must be genuine. Customers will feel patronized if they don’t get it. Empathy responses could include “I understand why you are angry” or “I understand what you mean”. These responses must be authentic.
5 – Establish rapport – It’s sometimes useful to add another phrase or phrase to the empathy response to include yourself in the image. “I understand what you feel but I don’t like being kept waiting.” This can help you get on the side of the customer and build rapport. This response can cause customer service reps to be concerned as they fear it will lead to the following: “Why don’t you do something about this then?”
Most people won’t respond in this manner if they see that you are a caring and reasonable person. Continue empathizing with the customer and telling them what you will do. “I will report it to my manager” or “I’ll do everything I can to prevent it from happening in the future.” It is clear that customers, whether internal or external to a company, are driven primarily by emotions. Customers are often upset or angry and it is important to show empathy in all interactions. Customers will be more inclined to forgive and accept your mistakes if they feel like you are caring.