Yearly Archives: 2016

DO YOUR EMPLOYEES GIVE GREAT PHONE?

DO YOUR EMPLOYEES GIVE GREAT PHONE?

Do your employees Give Great Phone? Would they know if they did or didn’t? What I see most often in small business is that we rush to hire and then fail to follow up with their training. We put new hires on the phone not knowing if they know how they talk to customers. Then why aren’t we following up on what the new hires say to the customers? By not praising and rewarding them on what they did right we are teaching and training them poor customer service. Your employees don’t know what they don’t know! Clients use our program to do the following: Locate and identify small problems before they become bad habits Identify training and operational weaknesses Identify opportunities to serve customers more effectively than the competition Link incentives to performance Telephone Mystery Shopping We do this by listening to your staff phone calls. We report on inconsistent or incorrect answers give ... read more

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ARE YOU A THERMOSTAT OR THERMOMETER?

ARE YOU A THERMOSTAT OR THERMOMETER?

I read an article by Tarah Marie Carr the other day and in it she talked about relationships and how important it is to be a Thermostat and not a Thermometer. Since then I have been thinking about it in a business situation and I am astonished at how many Thermometer’s I have worked for or been in contact with. Please let me explain. First I need to talk about what a Thermostat is and does and what a Thermostat does as well. A Thermometer moves up and down with the surrounding environment, IT reacts to changes around it as they are happening. A Thermostat sits in a constant state and makes the environment around it change to meet its needs at the time. Now sometimes the Thermostat can be moved up or down if need be but not without an overriding force from outside. I used to work for a manager that placed an empty bucket just inside the employee area and when things got stressful for him he used to come out the door and kick the bucket across the room all while pulling out his p ... read more

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EIGHT KEY BEHAVIORS TO BUILDING RELATIONSHIPS WITH YOUR EMPLOYEES

EIGHT KEY BEHAVIORS TO BUILDING RELATIONSHIPS WITH YOUR EMPLOYEES

Get Connected- Communicate often and connect with your team. Connect with a team member for brief chats and focused discussions regularly, not just when you need something. Find a way to relate to the things that the team member is experiencing at work, at home, and in life. Take an interest in learning what is important to your team members. Be Direct-Communicate clearly. Make sure that what is spoken is what is heard. When a team member asks you a question, answer truthfully. Give as much appropriate information as you can. If you don’t know the answer, say so. When you have finished talking, ask questions to ensure the team member understands your answers. If there is something that should be said in the moment, say it. Don’t wait. Be Open-Share information and perspectives. Be Transparent. Openly share your own challenges and perspectives with a team member. Accept, without judgement, how team members view themselves or a situation. Be direct and kind ... read more

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6 key action steps to assigning task to employees

6 key action steps to assigning task to employees

If you originally learned how to delegate tasks to employees like I did, in the “old School” style, you walked through your business very rapidly barking out orders as you went along. John do this, Joe do that. If you did it correctly then you took about 3 minutes, managed to make a circle and ended up back at your desk before anyone was able to stop you. At this point you re-immersed yourself in what you were doing and then were amazed to go out an hour later only to find that none of it had been done. I am going to show you a better way. This will increase the amount of tasks that your staff gets done and when done correctly will help you build a better relationship with each individual employee and will increase morale. What do you need to know before you get started? 1. Be specific about what you want done. Before you assign a job task, be sure to ask yourself: What exactly do I want done? What outcome do I need? Why doe ... read more

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MARKETING, WHAT IS IT? DO I NEED TO DO IT? HOW DO I KNOW?

MARKETING, WHAT IS IT? DO I NEED TO DO IT? HOW DO I KNOW?

I deal with clients from coast to coast and border to border and together we have developed a marketing plan and have it implemented. We know what our car budget is for every year, quarter, month, week and day and from that we develop our marketing plan. As hard as it may be to believe some auto repair shops don’t need more cars! They just need to do a better job on their ARO or Average Repair Order. ARO is the total dollar amount on each ticket. This has long been one of the standards for judging the health of an auto repair shop. Most clients when they come to me are doing less than $200 in ARO. Now, I know what you are thinking. What is a good ARO? Every shop is different. As a rule of thumb your ARO should be about 5X’s your labor rate. For an example, if your labor rate is 75.00 then your ARO should be about $375. If this is not the case there could be several factors that keep you from getting there. If your ARO is less than this number then there are some things ... read more

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PRICE, VALUE, PERCEPTION

PRICE, VALUE, PERCEPTION

Price, Value, Perception Price is what you pay, Value is how you feel about the transaction and Perception is how the customer processes your company before they experience the price & value. Recently, I had a conversation with a restaurant owner client who was having issues with potential customers understanding why his chicken wings cost more. He uses a bigger, better quality wing than his competitors. Yet, they were having problem conveying to the customer why they should buy his wings. Problem: How do we make the customers understand that my clients’ wings are bigger, better and worth paying more money for? During the conversation with my client on this topic we decided that he needed to do more research, so he went to every competitor in town and bought a basket of chicken wings. Sure enough every competitor’s basket of wings had more wings, but the quality on those little wings was not as good and they were less than half the size of his wh ... read more

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