April 15, 2011
Training can only bring employees so far and then it is up to management and the employees themselves to reinforce what was learned in training and make it stick long-term. So, how do you know it is time to reinforce so you can protect your investment of time and money? Here are two easy steps: 1) Ask Your Employee to Assess Ideal Timing – One or Two Weeks after Training Depending on the skill your employee learned, sometimes asking a […]
April 15, 2011
Last year, I attended a meeting where the presenter gave some dismal information about the percentage of training that can be applied to an employee’s daily job activities. It was somewhere between 45% and around 65%. So, what’s the big deal. If the employee attending training makes $20 per hour and 2 hours of the training are not applicable, you are only wasting $40. But, multiply that by 20, 40 or 100 employees attending training and the waste adds up. […]
April 2, 2011
Top performing companies engage in a talent management process that is strategic and planned. A structured talent management program within your organization can help you: Increase Revenue Improve Customer Satisfaction Ensure Quality Products and Services Increase Productivity Reduce Costs What type of training can you provide your employees to follow through on a strategic talent management initiative? This is what our clients tell us: Recruiting, Interviewing and Hiring Skills New Hire On the Job Training Skills Communication and Team Building […]
April 2, 2011
#1 – Learn – Before you move from the selling phase to the negotiating phase of the sales cycle, learn as much as possible about the needs of your client. Understand how the client defines value, know the client’s business priorities and who/what you are competing with for the business. Negotiate from a point of value and not price. #2 – Think before you speak – Use pauses strategically. You do not have to fill the void if no one […]
April 2, 2011
Responding to Irate Customers None of us wake up in the morning hoping that we will have an irate customer, however, this is a reality in any customer service role. It is not always your fault, but it is your responsibility to rectify the situation. How you and your employees respond to an angry customer has an impact that goes beyond the interaction itself. If you handle the customer with respect and listen carefully to his or her concerns, you […]
April 2, 2011
LEADERSHIP TIP Three Core Competencies If you run a business or a department and are responsible for the performance of a team, it is important to understand three key competencies in your role that have a direct impact on your success. In your role, at any given time, you may be called on to: 1. Lead 2. Manage 3. Coach Lead – What words come to mind when you think of a leader? A leader motivates, inspires, innovates, empowers, aligns, is visionary and sees […]
April 2, 2011
Business to Business Sales Tip – Winging It Is NOT a Strategy What is the difference between an average salesperson and a stellar salesperson? Hands down it is preparation. Clients tell us, those salespeople who have excelled after we’ve trained and coached them, were able to shorten their sales cycles because they changed the way they prepared for their sales calls. This feedback comes from a wide range of salespeople – from those with limited experience to those with 20 […]
April 2, 2011
Do you live your brand? I recently visited a bank that has signs all over about their “Exceptional Service”. I read these signs in great detail as I waited 10 minutes for someone to help me at the customer service area. Then I read more signs while I waited at the teller line. When this line didn’t move, I walked outside to the ATM machine, and read more signs. The ATM machine was not working, so I walked to […]
