facebooktwittergoogle_plusredditpinterestlinkedinmail

We all have things that we have done and we all have some things left undone. Ask yourself the question:  Why have I started and completed certain goals, actions, or tasks in my life? Now ask the next question: Why have I not yet completed certain goals, actions, or tasks in my life? I remember…

facebooktwittergoogle_plusredditpinterestlinkedinmail

Delivering Great Customer Service Through Social Media If your business isn’t using social media for customer service, you are missing out on crucial opportunities to communicate with your customers, improve their experiences and stand out from your competition. With an estimated 3.2 billion Internet users around the globe and new social media channels surfacing all…

facebooktwittergoogle_plusredditpinterestlinkedinmail

As a business, it is no longer good enough to be considered “good”. Today, to successfully stand out from your competition and win the loyalty of new and existing customers, you must be extraordinary. Remarkable, even. Being successful in business all comes down to how you engage with your customers. And how well your business…

facebooktwittergoogle_plusredditpinterestlinkedinmail

The ABCs and ABMs of Sales In business, we see many different angles on this thought. As business owners or sales professionals we all have to generate sales and revenue. There are many companies that have instilled the culture to “always be closing” (ABC).  They sometimes push and prod until we agree or get annoyed. Many…

facebooktwittergoogle_plusredditpinterestlinkedinmail

Weekly Planning – Why it Matters What Next Week Looks Like Most companies will pay lip-service to the importance of planning ahead and staying on top of their game, but only the most successful companies make organization and time management habits a key focus of their company culture. The resulting increase in efficiency and productivity…

facebooktwittergoogle_plusredditpinterestlinkedinmail

Drop a Pebble…Chase the Ripples I am at a stage in my life, at 82 years, where it is difficult to remember what was “original” with me, or something I picked up from someone else. I used the phrase, “drop a pebble” way back when I started in my business and sales activities. The words…

facebooktwittergoogle_plusredditpinterestlinkedinmail

It is easy for salespeople to lose hope when the sales pipeline looks bare, especially when hard economic times make every sale seem that much more difficult from open to close. However, effective sales practices are all about creating a solid system and sticking to it, no matter what the general economic climate is like….

facebooktwittergoogle_plusredditpinterestlinkedinmail

All businesses are made up of human relationships, both internally and externally. All of the business metrics, jargon and management systems cannot alter the fact that how people feel is of central importance to the success of any business. Even the highest quality products, for example, cannot make up for poor customer service, and consumers…

facebooktwittergoogle_plusredditpinterestlinkedinmail

Many businesses are plagued by a lack of employee engagement. Despite the best efforts of the management team to maintain morale and a positive team-mentality, employees continue to drift back into old patterns of avoiding responsibility and only doing the bare minimum. Not only does this negative culture affect traditional business metrics, such as productivity,…

facebooktwittergoogle_plusredditpinterestlinkedinmail

Unlike many terms in business jargon that seem to come and go with little lasting impact, business silos are a persistent problem faced by modern businesses for decades now. Many experienced managers and management specialists believe that silos are a natural development as a business grows beyond its unified roots into a more complex departmental…

facebooktwittergoogle_plusredditpinterestlinkedinmail

Year after year and decade after decade, customer service ranks among the most important factors when evaluating business success. In the end all businesses are human endeavors, which means people talking to people. Customers never forget how a business made them feel, for better or for worse, so it is extremely important that the customer…

facebooktwittergoogle_plusredditpinterestlinkedinmail

There is nothing quite as frustrating and disheartening as operating a business during an economic downturn. Your customers are hesitant, your investors are nervous, your suppliers are under pressure, and everyone is uncertain what the future will bring. Trying to maintain business-driving sales in a downturn economy often feels like trying to empty the ocean…

facebooktwittergoogle_plusredditpinterestlinkedinmail

Your customers are the foundation of your business, which is why every day should be customer appreciation day. When your customers feel appreciated, not only are they more likely to choose your business over your competitors, but they’ll also refer your business to their family and friends. Needless to say, showing your customers you appreciate…

facebooktwittergoogle_plusredditpinterestlinkedinmail

X5 President, Mike Mack, had an opportunity to be interviewed by one of the leading Podcasters, in North America. Joel Boggess – ReLaunch Show (#1 podcast on iTunes *(Interview starts at the 7-minute mark of the podcast) Joel refers to Mike as his “Canadian correspondent” as Joel had Mike on this Podcast other times in…

facebooktwittergoogle_plusredditpinterestlinkedinmail

The team at X5 Management has been supporting Stahl Peterbilt (a full service truck/parts & service dealership) to improve their sales and customer service processes and initiatives since 2012. At this time, Stahl Peterbilt had the desire to improve their overall customer service approach to secure and retain customers. The leadership team at Stahl aspired…

facebooktwittergoogle_plusredditpinterestlinkedinmail

When the team at X5 Management provides business consulting services to leaders and executives, we often get asked the same question – what is the secret of success? In truth, there is no magic wand to ensure success. Success is a long, winding road that others aren’t even aware of. Much like an iceberg, others only…

facebooktwittergoogle_plusredditpinterestlinkedinmail

Imagine the level of service you could provide if you knew exactly what your customer was thinking. Not only would you have the tools to solve any problem effortlessly, but you’d also be able to create the tailored experiences that build loyalty, and keep happy customers coming back for more. Unfortunately, none of us are…

facebooktwittergoogle_plusredditpinterestlinkedinmail

In business, entrepreneurs and salespeople are lauded for being busy, taking on a million different tasks at a time, and logging long hours in pursuit of their dreams. While it’s important to be ambitious and work hard on your business, it’s also important to take time off to recharge. Often individuals in sales spend so…

facebooktwittergoogle_plusredditpinterestlinkedinmail

When it comes to outshining your competition, the solution is simple: all you have to do is master the right customer service skills. You already understand that without your customers, you wouldn’t have a business. And while it’s true that some customers can be difficult to please, at the end of the day, their satisfaction…

facebooktwittergoogle_plusredditpinterestlinkedinmail

If you think about your day like a bookend, the morning is on one side and the evening is on the other. Many times, you can’t control all the things that happen during the day (between your bookends). Last-minute sales meetings, traffic delays, customer service concerns, family emergencies – they all bring a certain unpredictability…

facebooktwittergoogle_plusredditpinterestlinkedinmail

How well (or not-so-well) your business handles a customer complaint can make or break your success, as well as your company’s reputation. The truth is, even if a customer is legitimately unsatisfied with your product or service, how you handle their complaint could make the difference in whether they continue to be your customer. Unsatisfied…

facebooktwittergoogle_plusredditpinterestlinkedinmail

I grew up on a grain and cattle farm on the Prairies. Coming from a family farm, business and rural community has always been something I am particularly proud of. During my regular visits back, I can’t help but gaze across the land to see the surrounding farm operations. Some seem to be thriving and…

facebooktwittergoogle_plusredditpinterestlinkedinmail

As a business, it is no longer good enough to be considered “good”. Today, to successfully stand out from your competition and win the loyalty of new and existing customers, you must be extraordinary. Remarkable, even. Being successful in business all comes down to how you engage with your customers. And how well your business…

facebooktwittergoogle_plusredditpinterestlinkedinmail

With an estimated 3.2 billion Internet users around the globe and new social media channels surfacing every week, chances are a large number of your customers are communicating on social media. How can you harness the power of the Internet to communicate more effectively with your customers? Here are five practical tips to make the…

facebooktwittergoogle_plusredditpinterestlinkedinmail

Patrons who walk through the door of Edmonton’s Corso 32 are almost inevitably assured of impeccable home-style Italian fare created by owner/chef Daniel Costa and his team. But it’s what’s not on the menu that plays an equal role in the accolades heaped on the Jasper Avenue restaurant, which has won multiple awards since opening nearly six…

facebooktwittergoogle_plusredditpinterestlinkedinmail

If your business isn’t using social media for customer service, you are missing out on crucial opportunities to communicate with your customers, improve their experiences and stand out from your competition. With an estimated 3.2 billion Internet users around the globe and new social media channels surfacing all the time, it’s likely that most of…

facebooktwittergoogle_plusredditpinterestlinkedinmail

One thing I enjoy most about being an entrepreneur in Edmonton is the opportunity to participate in a variety of networking events in and around our provincial capital. I appreciate the opportunity to be “social” with fellow members of business organizations and their guests, such as a great conference about mergers and acquisitions a week…

facebooktwittergoogle_plusredditpinterestlinkedinmail

Dealing with difficult customers can be frustrating and challenging. But what you may not realize about these more challenging customers is how essential they are to the success of your business. Whether customers come across as impossible to please, demanding or hard to communicate with (or all of the above), they offer you invaluable opportunities…

facebooktwittergoogle_plusredditpinterestlinkedinmail

EDMONTON, AB — Is your business the one everyone’s talking about? Does your company deliver the kind of Remarkable Service that keeps customers coming back – even when the competitor down the street is offering a similar product at a significant price reduction? It’s a tough time to be in business in Alberta. Plunging oil…

facebooktwittergoogle_plusredditpinterestlinkedinmail

In order for a company to put its best foot forward, it must set an example of customer service behaviour from the top. Implementing a positive and fun company culture will instill loyalty, drive, and ambition in all employees and ensure that they work hard for the company that they ‘love’ to work for –…

facebooktwittergoogle_plusredditpinterestlinkedinmail

“Our number one priority is company culture. Our whole belief is that if you get the culture right, most of the other stuff like delivering great customer service or building a long-term enduring brand will just happen naturally on its own.” – Internet entrepreneur and venture capitalist Tony Hsieh Most companies list customer service as…

facebooktwittergoogle_plusredditpinterestlinkedinmail

I am very fortunate to work with many business leaders who celebrate great team members at all levels of their organization. It’s not rocket science to understand and appreciate the strengths and value of each and every individual – from the executives in the corner office to the front of house staff.  It seems simple enough, but too often we may…

facebooktwittergoogle_plusredditpinterestlinkedinmail

During an interview with X5 Management, Bruce Kirkland from Lexus of Edmonton shares his perspective on Customer Service excellence. In this second part of a two-part series, we offer further insights from Bruce about how little things make all the difference at Lexus of Edmonton. You can read Part One here. How do you get that team of people involved and…

facebooktwittergoogle_plusredditpinterestlinkedinmail

The first Thursday of each month features a “best of” X5 Management blog. The intent is to showcase and revisit some of our blogs from the past. We hope you enjoy them! Have you ever thought about attempting to measure the return on your customer service investments? Is your organization aware of the lifetime value…

facebooktwittergoogle_plusredditpinterestlinkedinmail

This story is often attributed to Chinese leader, Chou En Lai, and has been rewritten in multiple forms by authors unknown. As the story goes, there was once a farmer and his only son in the days just before the Civil War. Having only one horse, the farmer and son worked long hard days, sun up to sun…

facebooktwittergoogle_plusredditpinterestlinkedinmail

Christmas eve has arrived! It’s hard to believe that Christmas 2015 is upon us and 2016 is just around the corner. As the team at X5 Management reflects on the past year, we are taking the time to think about all of the things we are grateful for in 2015.  We are especially grateful to…

facebooktwittergoogle_plusredditpinterestlinkedinmail

I am blessed to call Bruce Kirkland, Dealer Principal at Lexus of Edmonton, a friend. I am in awe of his community support and how he continually instils excellence in his team by delivering Remarkable Service to Lexus of Edmonton’s valued customers (a.k.a. guests). During an interview with X5 Management, Bruce shared his perspective on Customer Service…

facebooktwittergoogle_plusredditpinterestlinkedinmail

In my previous X5 blog, I discussed five characteristics of success that contribute to the development of great sales teams. In this edition, I build upon each of those characteristics and discuss how you may apply those principles to your business and sales/service teams. 1. Hire Great People You need to know the skills you…

facebooktwittergoogle_plusredditpinterestlinkedinmail

The first Thursday of each month features a “best of” X5 Management blog. The intent is to showcase and revisit some of our blogs from the past. We hope you enjoy them! Collaboration, teamwork, idea sharing and prioritizing organizational initiatives all seem like they would be foundations to business growth and success. All organizations have…

facebooktwittergoogle_plusredditpinterestlinkedinmail

Do you take advantage of having advisory support or mentorship within your business or organization? Do your sales and service professionals have someone they can rely upon to support them through difficult challenges, while helping them to succeed? Mentors in sales and service programs can help guide individuals or employees throughout their personal and career…

Page 1 of 61 2 3 6

© 2016 X5 Management Inc | All rights reserved.

Training | Coaching | Consulting