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Financing a Business
The financing of a business is a relatively straightforward process, if you are aware of what lenders are looking for and generally what they will and will not do. The will be looking at your credit, your experience and the sort of down payment you...
Five Things NOT to do When Starting a Home Business
I know what your thinking but this is not another “marketing errors people make” article. I’m not going to tell you how ugly and annoying your website is or that even your own mother wouldn’t buy from you with that horrible sales letter. What I’m...
Generate More Sales in ANY Affiliate Program – Part Four
VISUALIZE, STRATEGIZE, ENERGIZE, REALIZE reprogramming is the subject today.
Every single successful person in the cyber and real world practice these principals, this is what sets them apart from everyone else and this is what will set you...
Have You Sold Your Internal Customers?
You can make the sale. You know your core message. You know your target market inside out, right?
But if you have even one employee than you've got another sales job to do. Everyone in your organization must also be sold on the dream you...
The most dangerous letters in sales are RFP.
Respond, and you lose…
One of my clients emailed me an RFP (request for proposal) that they received yesterday. It came from a company who had never done business with them and who they had never even called on. They know my rule. RFP means...
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The Critical Role of Training
There is always an excuse for not providing employees with training opportunities. Very few people articulate these excuses to either their customers or their staff, but the net effect is still the same.
When the economy was good and employees few, the excuse was, "Why worry about customer service training? Demand is so high that if we tick-off a few customers, so what - there are more lined up at the door. Average employee tenure is so brief, why should we train them so they can go work somewhere else?"
Now that the economy is poor and training is one of the first areas most companies cut, the excuse is, "We are laying off employees - we can't justify the expense of training."
Both indicate an arrogant disregard for both the employees and the customers. I have addressed the shortcomings of the first excuse in previous articles and newsletters. Permit me to briefly address the second.
At a time when every customer has suddenly become precious and you are expecting more of the remaining employees following a downturn, how can you not justify training?
To the customer, it indicates that you care about obtaining and retaining their business. To the employee, training indicates that you are willing to make an
investment in them and the future of the company. Even though you are asking them to accomplish more, you are willing to give them something in return - the training to enhance their skill set so that they can serve the customer better.
Lest you think this is totally self-serving, I will let you know why I do what I do; it is a sincere passion for the customer experience and the joy of watching an employee blossom when given the tools to do the job. Both of the excuses listed above have the same net effect - customers are poorly served and employees remain demoralized and unmotivated.
Good training produces guaranteed quantifiable benefits. If your training has not done that then you need to find a training provider that will measure effectiveness and guarantee results - WOW!
About the Author
Carol Verret and Associates, offers training and consulting services to the hospitality industry in the areas of sales, marketing and customer service. Carol's latest training product is a comprehensive customer service system, ResultsWOW. Learn more about her services, at http://www.carolverret.biz.
Be sure to subscribe to her newsletter, ResultsWoW Customer Service Newsletter by sending an email to subscribe-on@carolverret.biz
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