How to Work Smarter by simply Tweaking your To-Do List

In this video, I'll explain that focusing on the most impactful tasks at the beginning of your day, you set a positive tone for the rest of your day and ensure that you’re making meaningful progress.

Maximize your Impact at Work with Effective Communication

I’m just going to say it – I doubt you’re getting the credit you deserve at work. The reason, as I point out in my Trusted Advisor Customer Service seminars , is often work happens behind the scenes; beyond the view of customers and coworkers. That’s why the words you choose when actually talking with people at work has such an impact in their impressions of you.

Contrast for example, when a customer asks to speak with someone who isn’t available. A common response: “I’ll have to take a message”.  A more impactful response: “I’ll be happy to take a message.”  If you were the customer, which employee would you say provides better service and has a better attitude? It’s amazing how simply changing one word when communicating can have such an effect on customer perceptions.

How about you and your team? Could they use a refresh in their customer communication skills? Let me know if I can assist.

Written By Jeff Mowatt (original content – not AI generated)

Boost Customer Satisfaction with Effective Phone Techniques

Quick – when phoning a company, which of these two organizations would you prefer to do business with? The first one answers: “ABC Auto.” The second answers, “Thank you for calling XYZ Auto, this is Dale.” If you’re like most customers, the second company gets your business.  Three reasons for the second greeting being more impactful:

1. The person answering volunteered their name, indicating transparency – like they are OK being held accountable. They aren’t hiding.
2. The second greeting did not add the word, ‘speaking’’  after their name. We want callers to remember our name and be encouraged to volunteer theirs. Since people remember the word spoken last, we want that word to be our name, not ‘speaking’.
3. For the same reason, we don’t bother adding the useless, “How can I help you?” The caller will state why they’re calling if we let them. And we’ll have more positive energy with our greeting when it’s shorter - especially when we have to say it repeatedly.

Bottom line: when employees are trained on how to properly answer the phone, there’s a good chance in your customers’ minds, your employees are also trained to solve their problems. So simply providing some fundamentals on telephone communications creates an easy competitive advantage. How about your team - could they use a tune-up with customer communications? Let me know if I can assist.

Increase Trust with Customers by using Clear and Honest Responses

Here’s an easy way to enhance your credibility when you’re interviewed, or when a customer asks you question.

Contrast two responses when the customer asks, "When will this be delivered?"

• Sketchy reply: “This is a busy time of year for our manufacturer. But they’re still running on time. So it will be there by May 21^st.”
• Pro reply: “It will be there by May 21^st.  This is a busy time of year for our manufacturer. But they’re still running on time.”

Notice the difference? When responding, first answer the question directly, then elaborate. Even when your answer is I don’t know, yet. Often when responding to questions, people begin by explaining all the background to their answer, and then eventually get around to answering the question. This gives the impression of skirting the issue; sometimes referred to as sounding like a politician. Answering questions directly and then elaborating gives the impression that you are respectful, transparent, and honest. Big difference for simply changing the order of a few words.