Anticipate and satisfy the NEXT need

They used to say in Victorian England that good butlers do not respond to requests. Instead, they anticipate their employers’ needs and fulfill them so employers don’t need to ask. Today, the principle of anticipating needs – while the rest of the planet becomes increasingly focused on filling orders – it's more important than ever in differentiating your service. An electrician for example, while looking at the wiring plan for a home renovation, suggests also installing lights in high-use closets that activate when the closet door opens and closes. A hairstylist suggests a style that the client can easily recreate at home. An executive assistant briefs his supervisor on background info about the client for the supervisor’s upcoming meeting. In short, to be seen as a Trusted Advisor, you need to continually demonstrate that you’re focused on your customers’ and coworkers’ strategic needs; not just their immediate requests.

Recovering Trust when Things Go Wrong

Imagine buying track lighting online and when you install it, discover that one head doesn’t work. Since it’s over two months since your purchase, Amazon directs you to the manufacturer, Juno Lighting. Your phone expecting a hassle. You’re quickly directed to a live person who offers to send an immediate replacement head as well as a shipping sticker to make it easy for you to return the old one. No runaround. No delay. That’s what happened to my buddy, Gerald. Apparently, the folks at Juno Lighting realize the internet that generates revenues for them is also the same network customers use to either rant or rave about them. Now you, and thousands of others who receive my tips, just heard about Juno’s great service. Incidentally, we recently bought new lights and, because of Gerald’s experience, ordered from Juno as well. The lesson is when things go wrong, fix it faster and with less hassle than people expect. Customers will not only forgive you; they’ll reward you.

Featured at the upcoming Customer Service Leadership Summit 2021

Stephen Hammond
Lawyer, Workplace Behavior Specialist, Author

Harassment Headaches and Diversity Dividends
Avoiding brand-damaging headlines and customer backlash while creating a truly inclusive workplace

Even well-educated employees can say and do the wrong thing when communicating with customers and colleagues, destroying the reputations of individuals and corporate brands. While you can’t babysit your employees – ensuring every word coming out of their mouths is respectful – you can instill the basics of avoiding words and behaviours that garner expensive lawsuits and banner headlines.

You’ll discover how to:

  • Avoid triggering sensitivity hot-buttons, while becoming more inclusive in our diverse world.
  • Learn from the mistakes of others, particularly in the eyes of the Canadian judicial system.
  • Become truly inclusive, instead of just ticking off the boxes.
  • Address the single biggest barrier to inclusion: bystanders who fear repercussions.

“The feedback we received from our leadership group about Stephen’s message was so positive that we decided to provide this critical workplace training to all staff.”

– Trevor Sutherley, Deputy Fire Chief, Parkland County

To check out the entire 6 speaker program, go to 2021 Customer Service Leadership Summit

Featured at the upcoming Customer Service Leadership Summit 2021

Speaker, Coach, Bestselling Author

The Success-Energy Reset
How to Regain Focus and Recharge Work and Life, in a Post-Pandemic World

In an age of disengagement, distraction and fatigue still lingering from the pandemic, how we work and live has been tested. As we navigate on-going uncertainty, we are busy, stretched, and stressed and it can feel difficult to stay positive and lead effectively.

Health and Productivity Expert, Michelle Cederberg shares research from her new book The Success-Energy Equation to help you and your team regain focus and tap into a well of energy that will increase productivity, and reduce overwhelm and stress in every area of your life.

You’ll discover how to:

  • Get clear on your own definition of success; what really matters to you in work and life, and what drives you to do what you do – particularly in a post pandemic world.
  • Look at typical barriers that get in the way of success, how you can effectively navigate them, and lead your team productively despite them.
  • Discover four science-backed variables that contribute to higher levels of goal achievement and overall well-being.
  • Embrace a simple but powerful daily habit to ensure on-going success with everything you do that’s important to you (what it is may surprise you).

To check out the entire 6 speaker program, go to 2021 Customer Service Leadership Summit

When Motivation Slides

There may be times when your job is… well, let’s just say less than fun. Repetitive tasks stretched resources, or dealing with customers or coworkers who are rarely satisfied can lead to occasions where work feels like… just a job. Unfortunately, when we feel a lack of motivation, customers can sense it, which can lead to things worsening. While there’s no magic solution – especially if you don’t control overall corporate strategy – I do have one suggestion for getting out of a rut. If you’re in management, spend the first 90 minutes of your day focused on projects that will address systemic challenges in your department. If you work frontline, invest your first 15 minutes studying tips to improve your job skills; especially your customer communication skills. Starting your day fresh by focusing on something you can control – that moves you in a positive direction – is one of the easiest, most powerful ways to help put the spring back in your step.

Featured at the upcoming Customer Service Leadership Summit 2021

Under the Influence thought leader, Master Marketer

That’s right – the Terry O’Reilly! Star of CBC radio’s Under the Influence, bestselling author, and podcaster to over 7 million downloads per year will be taking you on a journey of how to use customer service creatively to differentiate your brand, without breaking the bank.

Customer Service IS Marketing
Terry believes customer service equals profits. Too many companies either don’t understand this rule, or need help implementing it. Great companies know it’s not enough to have customers leave satisfied – the key is to have them leave happy. That is a step beyond service. Superb customer service creates intense customer loyalty and fuels referrals.

You’ll discover how to:

  • Create emotional connections with customers to generate feelings of fierce loyalty.
  • Capitalize on the tendency of customers to remember people over products.
  • Review customer touch-points in your company to provide more consistent service.
  • Exploit hidden opportunities to enhance customer experience.
  • Position your team’s customer service as a competitive advantage.
  • Harvest customer service stories to advertise and promote your uniqueness.
  • Use customer service as a powerful form of low-cost marketing

Take advantage of the unique opportunity to hear from one of the country’s foremost authorities on why customers buy. Terry and his team have done the research for you. He’ll share inspiring stories from around the world, revealing examples of unexpected customer service ideas your team can immediately implement.

Terry’s presentation will be followed by a Q & A enabling you to get behind the scenes and ask your own questions of this master marketer.

Bonus!  All Summit registrants will receive a copy of Terry’s hot-off-the-presses new book, “My Best Mistake: Epic Fails and Silver Linings”

To check out the entire 6 speaker program, go to 2021 Customer Service Leadership Summit

Are you Bothering Customers?

Here’s an interesting tidbit that may change the way you interact with customers. I interviewed a respected manager about things she’s learned over years of running her business (when I speak for various groups I typically interview several leaders in advance to get their input). She explained she wished she had realized sooner that following-up with potential customers a few days after they first contact you is not bothering them.  You’re doing them a favour. Unfortunately, we often avoid following-up for fear of being considered a pest. The truth is customers may have every intention of contacting you anyway, but they have a full inbox and are distracted. Next time you’re wondering if you should contact the customer, go ahead and phone. You’re not being bothersome; you’re being helpful.

Featuring at the upcoming Customer Service Leadership Summit 2021

Staging Virtual Customer Buying Conversations
Using virtual meetings to convert customer inquiries into sales
with Jeff Mowatt

The end of the pandemic doesn’t mean the end of virtual meetings with customers and prospects. Many customers will still resist in-person meetings; especially if they continue working from home. Fortunately, that presents an opportunity to shift from the old practice of responding to customer inquiries by sending price sheets, quotes, and estimates, to instead hosting virtual ‘face to face’ conversations to establish your unique value and why it’s worth a premium. The key is gaining agreement for a virtual meeting and then making the most of it.

You’ll discover how to:

  • Reply to customer inquiries with a compelling reason for them to opt for a virtual conversation over phone, email, or text communications.
  • Set the stage for more engaging virtual conversations to help customers clarify their needs.
  • Use the P.U.P.© method to narrow the information you provide customers down to the three key elements they need to make faster, easier buying decisions.
  • Differentiate your products and services to make your prices become less relevant.
  • Wrap-up your meeting with a compelling call to action to move the purchase forward.

To check out the entire 6 speaker program, go to 2021 Customer Service Leadership Summit

Top ten video tips to boost your business

Recently I had the pleasure of being video interviewed by renowned podcaster George Torok. We discuss how to change a few words when communicating with customers to differentiate your brand and grow your business. View it at Your Intended Message

2021 Customer Service Leadership Summit!

Customer Service Leadership Summit 2021Plan now to join us at the fourth annual virtual Customer Service Leadership Summit. Here's an overview of the program and registration details...

Terry O'Reilly is speaking at this year's Summit!!
I’m delighted to announce that after taking a year hiatus due to covid, this October 6th we are going ahead with the fourth annual virtual Customer Service Leadership Summit! Check out this year’s line-up of speakers, including special guest, CBC’s Under the Influence, Terry O’Reilly!


Register today for our 30 – second Trusted Advisor tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushed customers.