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…

When was the last time that you had truly awesome service? Do you remember what it looked and felt like? Can you think back when the service you received, or didn’t receive was less than awesome, or poor? In our pursuit of remarkable customer service, are we increasing or lowering our expectations? In Alberta, finding…

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! Is your company going through major and necessary change? Or more importantly, are you in desperate need of challenging the status…

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 Strategic Coach Program). Unique Ability explores the idea of leveraging and maximizing the potential that is distinctive to each of us.  The principle behind this is that everyone possesses a combination of talents,…

I read an article in 2014 suggesting that “empathy” will be the most sought after skill by employers by the year 2020. While the article speaks about careers and employment, the concept is applicable in our everyday life as well. Having said that, people often get empathy and sympathy confused. Sympathy: “the feeling that you…

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! Over the past year the team at X5 Management has facilitated many strategic planning sessions for organizations and companies looking to…

By definition, Success is:  “the accomplishment of an aim or purpose.” We ultimately get to decide and define what success means to us. What is our purpose? What are we aiming towards in our sales and service efforts? I believe that the ABC’s of successful sales and service initiatives pertain to: Always Being Committed

Every business has certain sales and customer service initiatives that they are hoping to put into practice over the course of a period of time.  Most businesses have some form of planning process that they go through each year. Some have well defined objectives and action items and others have many great ideas that remain only…

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! This is a very simple concept but many businesses struggle to consistently achieve it.

Whether a customer walks through your front doors, phones in or checks your companies website enquiring about your products or services, their experience regardless of the platform will form a lasting impression of your organization.   This impression can create ripple effects as they form opinions on whether or not to conduct future business with you…

Most of us are looking for that secret formula for success and achievement and we want to shoot for the stars (or moon). Why is it that so many people make business success look so easy. Everything that they touch turns to gold. Is it a case of them “making” it look easy, or do…

As you look to set and achieve big sales and revenue goals for 2015, 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 ok with the way things are working right now; it’s too risky to change the way…

These 3 basic things can have a tremendous impact on our life, our business and our sales results and WE can control them. Would you agree? I learned this back when I attended a Jack Canfield “Breakthrough to Success” conference in Arizona. How we think, learn and live can have a significant impact on our…

Aloha and Happy New Year from Hawaii!! I can’t believe another year has come and gone and we are now starting the first day of 2015.  I am ringing in the New Year by enjoying a bicycle tour on Hawaii – the Big Island. This is the 3rd day of our cycling tour with the adventure tour…

Its Christmas Eve, for those us that celebrate Christmas. I am sure many of you are rushing around to finalize everything before you join your family and friends for turkey and gift opening. The men may even be doing some last minute shopping! The baking is done, the turkey is in the fridge. The presents are…

As 2014 winds down and you prepare to gear up for a strong and successful 2015, have you thought about your customer service strategy in the New Year? Perhaps this may include asking customers for more feedback regarding your products or services and implementing some of their suggestions.

I had an opportunity to experience a visualization exercise with Jack Canfield over two years ago. We were asked to close our eyes and imagine that we were standing on top of the tallest building in the world. Our feet were on an open ledge and our toes hanging over the edge. Some people felt…

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! You’ve just had a seemingly great meeting with a prospective customer.   Now the big question becomeswhether or not to complete a proposal…

We all have things to do or things left undone. Why? Can you think of items on your to do list that are outstanding? Why are the items still on the list? 
Are you too busy?
 Are you procrastinating? 
Did you over commit? What about a goal or dream that you have that is not yet…

With Thanksgiving, Halloween and Remembrance Day now behind us, we are already witnessing holiday commercials and the start of festive events. Yes, the holidays are approaching and many of us are prepared to bundle up, clear our visa cards and head out for our annual Christmas shopping spree to get that special something for those…

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! It’s Monday morning at 10:00 a.m. and your business is about to start the most important meeting of the week: the…

Its Small business week in Canada! Did you know that small and medium sized enterprises represent over 99% of all employer businesses and employ more than 60% of private sector workers? Organized by the business development bank of Canada, Small Business Week is a national celebration of entrepreneurs and their contribution to Canada’s economy. Each…

It beats the alternative, doesn’t it? I have a great amount of respect for people and organizations who think big! You can’t help but admire the vision and excitement that goes behind all of those BIG thoughts! In life, sales and business, I know many people who Think Big! They want their cake and eat…

I was recently discussing organizational change with a former classmate whose organization is currently undergoing a major customer service improvement initiative. He suggested that the effective execution of this initiative would transform the way we do business and enhance our customer experience. The end goal of this initiative is for all customers to truly be…

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! This is a very simple concept but may businesses struggle to consistently achieve it. In our Business Consulting practice we work…

Last week Apple released the I-phone 6 and the I-phone 6 plus. Buzz surrounding the keynote address had been building up for weeks and people from around the world tuned in to witness the product launch. When Apple’s CEO Tim Cook took the stage he informed the audience that they were about to witness the…

I am the eternal optimist and “almost” always see the glass half full. Do you see your glass half full?….or half empty? If we can spend more time thinking about what we have, or what is possible in our life, there is a greater opportunity to be optimistic…agreed?? “Optimism doesn’t wait on facts. It deals…

The first Thursday of each month will now feature 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! Those of us in business who rely on a committed and consistent customer base understand that customer satisfaction is…

This is a concept I learned from Darren Hardy, Publisher of SUCCESS magazine and author of the New York Times Bestselling book, “The Compound Effect” It is simple to understand, but more difficult to implement. If you think about your day like a bookend, your morning is on one side and your evening is on the…

Is your company going through major and necessary change? Or more importantly, are you in desperate need of challenging the status quo? Effective change management and helping employees understand the change process is critical to building and maintaining growth and positive momentum in any organization. Those organizations that are quickly able to adapt to necessary…

While coaching clients and executives, I often utilize this simple model to help people to the next level of performance. If you want to improve on a particular aspect of your life, you must have a balance of Focus, Will and Capability. Let’s look at golf for a moment. To hit the perfect shot, consistently,…

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 need discussion and attention in order to move forward in a positive direction.  However, very few mid-sized busy businesses and growing corporations take the time to plan, strategize…

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…

Guest blog by Dennis Bridges, MBA About a month ago I drove to Banff National Park for a wedding and a weekend in Canmore with my girlfriend. Unfortunately, on the highway between Calgary and Banff we had a flat tire.  We tossed on the donut (spare) and managed to make the wedding just in time…

This summer the team at X5 Management will be facilitating several strategic planning sessions for organizations and companies looking to reflect on the previous year, share information with their teams and plan for the upcoming quarter and year.  Several themes exist for these sessions including strategic growth planning, team goal setting, succession planning and leadership or…

How many new people have you met in the past 30 days? How many people have you known for over a year and you have just discovered something new about them? The older I get, and hopefully the wiser I become, I have learned to appreciate that when I take the time to seek, learn and…

Guest blog by Dennis Bridges, MBA Communication and transparency: Schedule meetings with your sales staff regularly. Instead of just focusing on what they’re doing well and what they are doing wrong, make sure that some 1-on-1 time is used to address their worries, pain points and work environment issues. If you encourage honesty and constructive criticism…

I recently decided to join a toastmasters club in Edmonton.  Although I was hesitant at first I am now very pleased with this decision and understand the positive impacts it will have on my life and career.  No matter what your speaking experience is, Toastmasters International provides an opportunity in a relaxed and comfortable setting to work…

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