Front Line Marketing

Sparks Fly!
Your spark can make a connection and that can change everything
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Greetings Service Professionals;
After 20 years in traditional marketing and advertising roles with marketing giants McDonald's and Taco Bell among others, the realization I came to, is that advertising dollars are wasted; if the client is underserved at the point of contact, on the front line, where brand meets buyer. And so, Front Line Marketing was created.  Our passion and purpose is to guide like minded companies to maximized sales, profits and potential.  We accomplish this by coaching leaders and line personell in the art and science of engagement. The value of engagement for internal customers is happier employees, greater productivity, less turnover, reduced slippage and better service for clients.  Stronger engaged clients are less price sensitive, offer more opportunities for a larger share of wallet, are more forgiving of missteps and are advocates for your business.
Through measurement, intervention and reward we are able to put a financial model together for your business that can not only measure your current ROI on service, but provide an action plan for improvement.
Sparks Fly! is a monthly engagement 'tip sheet' that offers education and motivation in the art and science of service.  
To your success,
Bruce Cameron
What do customer oriented, growing companies do differently?
In short, six things.
  1. The customer experience is their brand
  2. Leaders believe deeply that focusing on the customer experience will deliver profits.  They get the results to prove their belief.
  3. The client experience and the employee experience are joined at the hip. They recognize that they can not be successful unless they value both employees and clients.
  4. Employees understand that their behavior impacts the customer experience.  They know what the customer values and they know how to deliver.
  5. The business is managed to focus on the client.  Every decision is based on the value it brings to the client.
  6. Customer knowledge is gathered on an ongoing basis and then used to create solutions for current needs and to exceed expectations.

 "Courage is fear hanging on a minute longer."

George S. Patton
Driving Customer Loyalty
"Opportunity without action, is a great idea." Cameron
All businesses talk about the customer experience. Growing companies translate talk into action. Here are the practices found consistent between high performing companies, important in driving client loyalty.
  • A brand identity that promises customers a unique and satisfyinf experience
  • The interests of employees come first
  • Client focused employee behaviors are rewarded
  • Client feedback is gatherd in a number of differnt ways
 Employee Engagement
Measure, Intervene with coaching, Reward desired behaviors. That is the process we use at FLM to develop engagement within employees.
Engagement exists at different levels, and strengthens or weakens depending on how well the need levels of people are met.
Research done by the Gallup organization has been able to determine that hierarchy of needs. And once you know where your employees are on that hierarchy, you can coach for stronger relationships and create habits by rewarding positive outcomes. We coach for 'outcomes' instead of 'behaviors' because each of us is unique, and if empowered to use our own unique strengths, we can and will achieve the desired goal or outcome. We'll just get there a bit differently, be more successful and have more fun getting there if we are allowed to choose how.
So engagement starts with understanding what is expected of us. What is the desired outcome? Next, do we have the materials we need to get there? Ask and answer these two needs first then empower (and this is a tough one for some leaders), your employees to use behaviors consistent with the desired outcome of the company.
For example, your desired outcome and vision for your company might be to have every client feel better about their day after interacting with your business. If that outcome is communicated to every employee and supported as job one by leadership, then the next step is to let them go. Allow your teams to find their own path to achieving that goal. Some may choose to send thank you cards, some may learn all their customers names, some may choose to visit clients businesses to better learn their needs, make call backs within 2 hours, save clients another call by suggesting products that are beneficial to their  business and the list goes on and on.
Managers jobs at that point is to reward for behaviors consistent with positive progress to the desired outcome followed by periodic measurement of both employee and client. Consistent measurement allows for readjustment and refinement as well as open discussion. Because each client is different, their reaction to behaviors is going to be different. However, if foremost in everyone's mind is "feeling better after interaction", people will find the behaviors that first meet then exceed expectations. And because employees have been empowered, they have been able to do what they do best everyday - another level of engagement.
In This Issue
Growing companies do this
According to General Patton
Driving Loyalty
Captain Picard said it best, "Engage"
More Energy Means More Engaged

Another way to consider engagement is through energy management. Maximize and manage your energy physically, emotionally, mentally and spiritually and you  maximize your engagement opportunities.
Contact us to find out more.
Quick Links
"Outstanding leaders go out of their way to boost the self-esteem of their personnel. If people believe in themselves, it's amazing what they can accomplish."
Sam Walton
"It is always possible to choose to overcome your fear."
Learn how you can make service profitable. Contact us.

Bruce Cameron
Happiness Boosters
- Don't listen to negative self-talk - it's just a thought, let it go.
- Find and Focus on the positive - no rule says you have to be depressed when going through a rough spot. Being unhappy won't help solve the issue and it saps your energy.
- Don't blame - blame won't improve your life. Instead look for solutions.
- Change - 95% of our reactions and behaviors are habits; roles we are habitually playing. Consciously choose another role, then use tools to set a new habit.