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The Key to Unlocking Great Customer Service
Fabulous, knock your socks off service is all about
understanding your
customers' expectations and then exceeding them. In
order to thrive in today's business environment,
you need to think of ways to exceed your customers
expectations.
Years ago, Nordstrom introduced valet parking for
their shoppers. The Double Tree Hotel made a
decision to hand out warm chocolate chip cookies to
their guests upon check-in. Crest introduced white
strips which sold like hot cakes last year. Apple just
introduced the iPod shuffle for $99.00! When you
meet your customers expectations, you are doing
your job. When you exceed their
expectations, you are creating a reason to bring your
customer back.
For more service tips, orderThe Service Path
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Greetings!
Happy New Year! January gives us an opportunity to
set goals and plan for the year ahead. One of
Stephen Covey's seven habits is to Begin with
the End in Mind. Where would you like to be at
the end of this month, this year, this decade? Take a
moment to visualize
where you would like to be. Then, create a plan to
get there. Good luck with your journey.
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| Work/Life Balance Tip - Learn to Say No |
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There's an old saying that goes if you want
something done, give it to a busy person. Just
because you are capable of doing something doesn't
mean that you have to do it. When you constantly
say
yes, you end up spreading yourself too thin and
eventually you run out of time to do the important
things in your life. Saying no without guilt takes
practice. A few years ago, I met a woman that told
me that
she was having a really hard time balancing her
career as a professional speaker with her family.
Then she told me about all of the committees that
she belonged to. Personally, I think she needs to
drop some of the committee work until she finds
some balance in her life.
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| Does your team Orm? |
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The most widely used model of team development is
sometimes called the 'Orming Model' developed by
Bruce Tuckman (1965) of the Naval Medical Research
Institute. Tuckman's model suggests four stages of
team development: forming, storming, norming and
performing.
Forming - Group members come together to
lay the foundation for the team. Excitement, anxiety,
dependence and uncertainties are common.
Storming - Members begin to realize the
amount of complicated work ahead and sometimes
panic. Team members may have feelings of
incompetence and confusion.
Norming - Members get used to working with
each other. There is cooperation instead of
competition.
Acceptance occurs. Members give and receive
feedback.
Performing - Members are comfortable with
each other and focused on the team goals.
If you want to learn more about this model and how
to lead teams, give us
a call.
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