So many businesses work hard at finding new customers to sustain or grow their business. The reality is, it is harder and takes more effort to find new customers versus retaining existing ones. Simply put, you can’t underestimate the importance of customer retention. The process has to begin with analytics to learn your current customer…
We all agree the workplace is very different than it was in 2020. We may be working at home, some or all of the time. We’re working in casual clothing and may even participate in meetings with pets or children on our laps or at our feet. Employee priorities of what is expected of their…
“Some of the biggest challenges in relationships come from the fact that many people enter into a relationship in order to get something: they’re trying to find someone who’s going to make them feel good. In reality, the only way a relationship will last is if you see your relationship as a place that you…
Effective succession planning needs to be part of an organization’s culture. Everyone in the organization needs to believe it is best for ongoing organizational growth, employee’s professional growth, and to enable an organization to promote from within. After all, there is a direct correlation between succession planning and corporate performance, lower employee turnover and improved…
If your business is experiencing a sales problem, you are not alone. Does your business have a sales problem? Successful sales in any business is a gift. But when a sales problem is thrown at you, it can be a real grind. Struggling economies, pandemics, fierce competition, or sales force retention struggles can greatly impact…
Do you have team engagement on your mind? Now more than ever, with many businesses operating from a remote or hybrid model, it’s a challenge that plagues leaders in several industries. Team Engagement Requires Creativity and Innovation Despite the best efforts of management teams to maintain morale and team engagement throughout the upheaval of the…
Today we’re going to talk about leadership listening. More importantly, we’ll cover why it’s important and how to enhance it. Not long ago, I was discussing organizational change with a former classmate. His organization is undergoing a major customer service improvement initiative. As for the effective execution of this initiative, he suggested it would transform…
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 yes, it’s true that some customers can be difficult to please. But at the end of the day, their…
Over the past few years, the team at X5 Management has facilitated many strategic planning sessions. We work with organizations and companies looking to reflect on the previous year, share information with their teams, and plan for the upcoming quarter and year. They want to know, among other things, how to do strategic planning. And…
Employees are leaving their jobs in record numbers, according to a survey by Pulse of the American Worker, in what is being called the “great resignation”. The turnover, also known as a “turnover tsunami” has hit the hospitality and retail industry the hardest. Teams are more restless than ever before and looking for a change….
“Your leaders are the megaphone for the company’s culture. In a world of soundbites and tweets, our leaders have a moral obligation in what they say and how they behave.” – Michael Fraccaro, Chief People Officer MasterCard Experience the Competitive Advantages of Strategic Company Culture Most companies list customer service as their main competitive advantage and…
Positive customer relationships, not surprisingly, can make or break the success of your business. Just think about it: how likely are customers to become returning customers if they don’t have a positive relationship with your business and your brand? The problem is, many businesses aren’t sure where to start with building these relationships. Instead, they…
As you look to set and achieve big sales and revenue goals for 2021, one concern that may arise with your sales team is how to handle common sales objections. Typical sales objections include: “Your services cost too much” “I’m okay with the way things are working right now” “It’s too risky to change the…
I was walking downtown and noticed a man with a great big smile on his face headed in the opposite direction. As our paths crossed on the sidewalk I thought: He must be having a great day. What a nice, friendly guy. I continued on to my destination with a smile in tow (as smiles…
Today, I want to tell you about Joe Ammar, River City Events, and their incredible customer service. I am blessed to call Joe Ammar, President & CEO of River City Events, a dear friend. I hold him in very high regard. He is a pillar of the Edmonton community and there hasn’t been an event…
Many organizations and sales representatives lose valuable time due to the common interruptions and distractions that exist in today’s fast-paced, information-driven world. Have you identified the specific tasks and high priority items for each individual involved in a sales or customer service role? That’s where the priority matrix comes in. What is the Priority Matrix?…
Now more than ever, investing in and training your employees is key to future business success. Having said that, it’s always been key! Regardless of a global crisis, pandemics, or economic uncertainty, our employees and team members matter to our business! This graphic has circulated on the internet and social media for many years. While…
Dealing with difficult customers can be frustrating and challenging. But what you may not realize about these more challenging customers? How essential they are to the success of your business! As wild as it seems, difficult customers can actually be an asset to your business rather than solely a frustration or a liability. Whether customers…
We learned a lot from 2020, including how a pandemic has affected the workforce. As a result, the workplace will likely never be the same. We also faced another crisis as a social justice outcry forced us to examine issues surrounding diversity, equity, and inclusion. It brought these to the forefront, ultimately sparking the start…
Can you think of BIG customer service or sales goals you would really like to achieve as a part of your organization? What’s your ultimate sales goal? Maybe it’s landing that dream client you’ve been pursuing. Perhaps it’s increasing your monthly or annual sales. How about improving your level of customer service by following up…
Most business owners have dealt with frustrated or upset customers at some point. If you’ve been in business long enough, it’s virtually unavoidable. But what isn’t unavoidable is taking important steps to manage these situations and resolve the conflict. Upset Customers Don’t Have to Remain Upset How do your team members or customer service reps…
Every business has a list of ideal customers and prospects that they would like to speak directly to, call upon, and ultimately secure a deal with. Sales and customer service reps may also wish to build stronger relationships with current customers but not know the best communication styles for working with them. Understanding Communication Styles…
Look around you – the workforce has changed in recent years. Now there are as many as four generations of people working together at any given workplace. And, “working together” doesn’t necessarily mean everyone is successfully collaborating and capitalizing on each other’s strengths. Without bridging the generational gap in the workplace, these differences are even…
As I have learned from leadership guru and best-selling author, John C. Maxwell, “Connecting is all about others.” Maxwell stated in his book, Everyone Communicates – Few Connect, “When you are trying to connect with people, it’s not about you – it’s about them. If you want to connect with others, you have to get…
The key to succeeding in any industry is to have productive and effective employees. You can hire the best people and create a compelling company vision and structure. But you still need to bring your employees on board to ensure they’re performing at their best level as individuals and as a team. Whether you’re selling…
The success of any group effort will always come down to team alignment in the end. Whether it is a company, a sports team, or some other form of group, the outcome will always depend on how well the individuals who make up the group function when working together. How well these individuals work together…
As a business, it’s no longer good enough to be considered “good.” That just doesn’t cut it anymore. Today, to successfully stand out from your competition and win new and existing customers’ loyalty, you must be extraordinary. Remarkable, even. Being successful in business all comes down to how you engage with your customers. The good…
Collaboration, teamwork, idea sharing, and prioritizing organizational initiatives seem like they would be foundations for business growth and success. All organizations have specific challenges and opportunities that require discussion and attention to move forward in a positive direction. However, very few growing organizations take the time to work “on” their business for planning and communicating…
Many customer service and sales teams do a lot of things very well. But sometimes, they lack specific ideas or skills in certain areas to reach their full potential. Do some members of your sales team spend the majority of their time making sales calls and lack the energy or time to service current customers…
When it comes to the ABMs (always be marketing) and ABCs of sales (always be closing), we see many different angles on this thought. Like most things in business, there are different approaches to sales. What works best for one company won’t always be the same for the next. But there are also some universal…
Entrepreneurs across all different industries tend to have certain traits in common. Often, it is these common traits of an entrepreneur that set them on the path to entrepreneurship and help them succeed on this path. In this post, we will explore the six recommended traits of an entrepreneur to help them achieve success, whatever…
As we begin 2021 with COVID-19 continuing to hold us tightly in its grip, it’s fair to say that ‘COVID Fatigue’ has set in and seriously begun to test our resilience. These unprecedented times have challenged us collectively like nothing else in recent memory and responses to the upheaval have been as numerous and varied…
Now is the Time to Deliver Remarkable Service (If you don’t do it, your competition will!) Considering the current realities of COVID-19 and the overall impact on the economy, it is critical that every business elevates their service levels and wows all customers that come in contact with their business. So why is it…
What’s in a team? A team brings together people with different skills to work both interdependently and cooperatively to accomplish various tasks and goals. A team needs to work collaboratively to achieve objectives that drive results and contribute to the growth of the organization. How well a team collaborates can determine an organization’s success or…
Ownership. We all know it in theory but in practice it can be much harder to live out. What is it that gets in the way of our ability to assume responsibility for our failures, both in life and in work? In his New York Times best-selling book, Extreme Ownership – How US Navy Seals…
With COVID-19 challenges impacting every person and business around the globe, now more than ever, Customer Service is critical to business survival and success. Organizations that build Remarkable Service demonstrate value to their customers, even before the ‘cheque is cut’, and do little things that make all the difference. Remarkable Service must be part of…
In many cultures throughout the world, there is a time of year when you fast. Depending on the culture and religion, the fast might be a literal fast without food, or it might be a time where you give up something you love. Whether it is figurative or literal, this fast is a set period…
In my opinion and belief, any business in any industry can create Remarkable Service! It’s a choice, but in order to do so, you must create the Vision of what a remarkable business would look like in your customer’s eyes. Now you need to Align your entire team to move in the same direction and…
All the time invested in building the customer relationship and trust, to learn you just LOST THE SALE! WHY? One of the many things I have learned from John Maxwell in his book “Sometimes You Win. Sometimes You Learn.” is the difference between people who learn from their losses and the people who do not….
Silos can happen in any business, in all industries. So, what exactly is a “silo”? Growing up a farm kid, I would refer to this as a grain bin, which is a place to store the crop after harvest and keep it dry before selling the grain. From a business perspective, it has a different…
Based on the best-selling book, The Five Dysfunctions of a Team, by Patrick Lencioni, the single most untapped competitive advantage is teamwork. To gain this advantage, teams must: Trust one another: When team members are genuinely transparent and honest with one another, they are able to build vulnerability-based trust. Engage in Conflict around ideas: When there is…
This is a very simple concept but may businesses struggle to consistently achieve it. In our Business Consulting practice we work with many clients who truly value service. What does “truly valuing service” really look like? I was speaking with a Business Associate of mine and he commented that he recently purchased a very high-end truck….
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…
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…
