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Focus on a Trade - Not a Discount
Smart buyers will always ask for a better price. Unfortunately, too many sales people and business owners automatically think that reducing their price is the most effective way to respond to this request. However, negotiating is not always...
Let The Market Choose Your Price?
Setting the correct price is hard for any on-line business, and there are plenty courses and manuals dedicated to this delicate subject. You want to have a price that will make you a profit, obviously. But you also want to have happy customers...
Making sales online is easy, isn't it?
You've read the book, seen the ads, heard the rumors. Making money online is easy, isn't it? Well yes, it is. Maybe. There are a lot of people who get seduced by the big idea that all they have to do is sign up for an affiliate program, throw up a...
Responsibility Diffusion
Responsibility Diffusion As a family business expert dealing with growth and profitability issues, I receive many requests for interviews from writers and editors preparing family business articles for newspapers and magazines. They generally...
Writing A Business Plan
Many small business owners operate their businesses without a business plan. They operate on a day-to-day basis without any planning for the long term. They only see the need to prepare one when they have to approach the bank for a loan or to tender...
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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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