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…

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 –…

“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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

Building a team is easy. All you do is hire people that you like, put them all into a group and the team will form. Or is it that simple? As a society, we have been inundated with sports highlights of the stars making a great shot, the great play, the ESPN or TSN play…

Unless you are heading for the PGA or LPGA, you likely golf for fun. Perhaps you take some lessons, or shoot a bucket of balls and chip and putt before a round. Most of us will at least do this to “try” and improve our game. Did you know that some Golf College students average…

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! When you mention the idea of training or professional development to your team, how do they react to this? Does your team recognize…

X5 Management colleague Mike Mack and I had an opportunity to sit down with a prospective client last week. He was speaking about some of the challenges that his sales people were facing in an ever more competitive world. As the business owner, he had absolutely no trouble asking questions and then listening to the answers,…

With today’s economic uncertainty, training and professional development is more important than ever. Many companies are taking this valuable opportunity to develop their workforce so they can develop soft skills and in turn increase sales and retain their customers with remarkable service. Of course cost can be a barrier for employers – but did you…

As the end of October approaches and the weather changes, businesses are gearing up for a strong finish to 2015 and may already be preparing plans for the coming year. How does your organization approach planning involving your sales and customer service teams? Do you have a strategy to approach important topics involving customer needs…

What is the fuel that drives your sales team? Did you ever ask them? Perhaps it’s money, success, recognition, or satisfying their customers. Whatever drives them, it is a big factor in their ongoing momentum. Best-selling author and speaker, Darren Hardy talks about “momentum” in his book, The Compound Effect. He likes to call it BIG…

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! Every business has a list of ideal customers and prospects that they would like to speak directly to, call upon and ultimately secure…

Have you ever purchased an item on sale? Usually sales items are “final sales”, which means you can’t return the item. We usually can live with this because we saved money or felt that we received a great deal. What if you buy something and have an issue, but discover it was a final sale?…

September in Alberta marks the changing of the seasons and renewed focus for many businesses after the summer vacation season has ended. September in our province also marks the beginning of harvest season for many farm and grain producers throughout the province. Being involved in many harvests at my own family farm, I have become…

When was that last time you provided Service above yourself? It was about someone or something else, and you expected nothing in return. I was privileged to be a Rotarian for 14 years. Rotary International is a global organization guided by the concept of “service above self” and it is all about making a meaningful…

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! I recently finished reading a book called Unique Ability that is based on a concept by Dan Sullivan. (Dan is the creator/founder of the…

Elvis Presley is still regarded as the “King of Rock and Roll” and through his concert career it became a standard line from his show announcers to say that Elvis, aka “The King” has left the building. (Meaning, the show is over – go home…..he wasn’t coming back for an encore). It is still used…

During a recent customer service training and development workshop, the X5 team facilitated a roundtable discussion on customer communication process and receiving customer feedback. It is concerning how many sales reps disappear after an initial sale is made and the product or service has been delivered. They mistakenly think that their work is done, but…

We are over halfway through 2015 and the economy looks a little different than it did 1 year ago. There is a feeling of uncertainty in the air. Regardless of how or why that it is happening, it is critically important for all businesses to demonstrate value to their customers. Demonstrating Value can be one…

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! Whether a customer walks through your front doors, phones in or checks your companies website enquiring about your products or services, their experience…

Collaboration, teamwork, idea sharing and prioritizing organizational initiatives all seem like they would be foundations to business growth and success. All organizations have specific challenges and opportunities that require discussion and attention in order to move forward in a positive direction. However, very few growing organizations take the time to work “on” their business for…

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? In some of the X5 sales and service training programs,…

To train or not to train, that is the question. Well, there are actually more questions to ask yourself. Can we afford to train our team now in the current economy?  Will our sales/revenue go up if we invest in a training program with our team? Will our Customer Service be positively impacted? Can our…

With our economy shifting gears in late 2014, we are still not certain on the outcome of moving forward. Those of us that sell a product or service are hoping that we can get through the remainder of 2015 with flying colors, but that story has yet to unfold.

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! As you look to set and achieve big sales and revenue goals for 2015, one concern that may arise with your sales team…

We are all customers with many different businesses. Whether it is the dentist, dry cleaner, car dealership, fast-food restaurant or grocery store, we receive a product or service for our money. We expect many things in return, but what do we really want?

Most business owners have dealt with a frustrated or upset customer. How do your team members or customer service reps react during this critical moment of truth for your business?  A moment of truth is “anytime a customer comes in contact with your organization and thereby forms an impression of it.” (Jan Carlzon) These impressions…

As consumers, we are constantly buying something that we want or need. Some items are big like a house and some are small like a toothbrush. The product that we buy seems to relate to our expectations and patience with the sales process and of course with the level of service associated with the sale….

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 thought about your customer service strategy for the remainder of 2015 and beyond?  Perhaps this may include asking customers for more feedback…

As a proud member of several different business associations and networks in Edmonton, I have enjoyed participating in many networking events throughout this great city. What I enjoy most about these events is being “social” with fellow members and guests. While business often arises from meeting and connecting with great people it is never about…

Have you ever thought about attempting to measure the return on your customer service investments?  Is your organization aware of the lifetime value of your customers? Questions such as these are good reference points when thinking about and critically looking at your own customer service initiatives.  The lifetime value of a customer is the total revenue…

Does your business offer remarkable service? If not, have you at least experienced remarkable service? I have become so focused on observing how all types of businesses deliver their customer service that it is becoming second nature to me. It really can’t be that hard…or is it? The sad reality is that when an average…

The first Thursday of each month features a “best of” X5 Management blog. The intent is to showcase and revisit some of our most popular blogs from the past. We hope you enjoy them! I recently decided to join a toastmasters club in Edmonton.  Although I was hesitant at first I am now very pleased with…

When you mention the idea of training or professional development to your team, how do they react to this? Does your team recognize that this is a necessary part of any successful sales or customer service program or are they concerned about taking time away from their work and current customer commitments?

Delivering great sales results and offering excellent customer service is every businesses goal, but it isn’t always easy. Many businesses that I have worked with in the past 29 years have been exposed to business risk, as it relates to sales and service.

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 how to best communicate with them. At X5, in many of our…

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