November 2004

Getting Back to Basics: A Customer Service Tale

One hot summer day my daughter and I ventured to our local craft store with one mission in mind – purchase velvet covered coloring panels called fuzzy boards. Little did we know this simple trip would turn into such an adventure.

The store advertised the boards on sale and offered a 40% discount coupon. My daughter excitedly selected two boards however I noticed different manufacturers produced them, so I asked her to select an extra board just in case both were not on sale. She did, and we proceeded to the cashier. With a half hour until closing, we eagerly approached the only open register, behind which stood two young women. This is when the adventure began, and things took a turn for the worse.

We saw two store clerks at the check out. Seated on the floor was one associate who faced the cashier line and the other, the cashier, did not which made it impossible for her to be aware of approaching customers. When she saw us, the associate on the floor did cease her end of the conversation and told the cashier she had customers. Unfortunately, the cashier ignored this information because it took her a minute before she turned and greeted us with "Oh, I'm sorry." I’m not sure exactly what she apologized for because she then proceeded to continue her conversation.

I told the cashier we needed to know if all of the items were on sale. Although she acknowledged the request, she still continued talking to the other associate and proceeded to scan all of the items for purchase. When I pointed out her error her response was "Oh, okay, sorry," and once again she resumed her conversation. She clearly was not present – her mind was engaged and committed elsewhere. Her actions communicated her conversation was far more important than this sale.

The cashier did one final thing that was the final straw. After the correct total was tallied, my daughter handed the cashier a 40% off store coupon. The cashier took it and immediately threw the coupon away, turned to us with a smile and told us our total. At this point, I thought I was in the twilight zone or on some really bad reality show.

When I asked why the coupon was thrown away, she explained the coupon was only valid on regularly priced items. After a very deep breath, I proceeded to share few ideas. First, I stated when she threw the coupon away, we were unclear why. I explained an explanation of her actions would have avoided any misunderstandings or ill will. She apologized once again, and said she understood and agreed. Second, I stated her inattentiveness during the transaction was inappropriate and did not make us feel like the valued customers we are. Finally, I said during business hours it is best to remain focused the most important component to retail success, customers. Personal conversations are best left for discussion after hours. Her associate must have agreed, too, because at this point she turned and walked way. This shopping excursion caused me to pause and think all service provider must always exhibit certain basic behaviors - customer service basics. Here are a few:

Basic Rule #1 – Acknowledge Customer’s
How many times have you walked in a store and you weren’t acknowledged? How did you feel? I can’t tell you how many times I’ve witnessed service providers who take personal phone calls (or worse answer their cell), speak to other co-workers regarding non-urgent matters, or who simply walk away without explanation. Basic customer service requires an acknowledgement as soon a customer enters your establishment – whether you will be ready to provide service in one minute or twenty. An acknowledgement says "I’m glad to see you and value your business. We will help you as soon as possible. Thank you for your patience." A little appreciation goes a long way, especially if at the time you find yourself short handed. As soon as you see customers…acknowledge them. Although this sounds obvious, it simply just isn’t practiced as it should.

Basic Rule #2 – Be Present and Listen
When assisting customers, it is important to always be "present." Being present required you to be in the moment ready to provide your customer with your full, undivided attention from start to finish. It is imperative customer’s always feel important and the center of attention. To accomplish this you must remain fully focused.

Active listening is a critical component of any customer interaction. This is a big difference between hearing and listening. Hearing is the perception of sound. Active listening requires us to hear, interpret, and then take action. Active listening empowers us to consistently provide our customers exactly what they need.

Basic Rule #3 – Explain Your Plan
Customers need to know and want to understand the reason for your plan of action. Many times I have returned an item only to have the clerk shove a form and pen in front of me without so much as a please or explanation. As if I should be know what they want from me. Always clearly explain each step and the reason for your request.

Want to learn how to provide outstanding customer service? Our Outstanding Customer Service, Master Your Attitude, Assertive Communication, Conflict Management, How to Master Challenging People During Difficult Situation, and How to Handle Workplace Stress and Master Your Life programs can help you lead others to the next level. Also read our articles on motivation, goal setting, etc. Call us at 757-427-7032 or e-mail us at info@thesykesgrp.com.

Happy Thanksgiving!

In this season of thanksgiving, let us be surrounded by the love of family, the warmth of home and the joy of friendship.

Happy Thanksgiving!

Ed & Joy

5 Goal Setting Secrets to Jumpstart Your Life

Another year is upon us and you have your list of resolutions or goals you want to accomplish in the upcoming year. It’s time to plan your goals so that it’s not just another conversation this year, but a focused plan for success. I will share with you five goal setting techniques guaranteed to help you achieve more out of life. Use the goal setting techniques listed below to help you achieve your targets:

1. Be SMARTER with your Goals.
   Make your goals:
   • Specific
   • Measureable
   • Action-oriented
   • Relevant or realistic to your situation
   • Time-bound
   • Encouraging
   • Rewarding
   For example, "I will increase my sales by 15% compared to last year." Be as specific about your goal as possible. "I will start my own catering business" is a lot stronger than "I want to go into business for myself." Challenging goals are motivating. Set goals that will push beyond what you usually think you can accomplish. Remember to set a deadline. A goal without a deadline is simply a dream. Attach a realistic yet challenging deadline for accomplishment and post this where you can review it regularly.

2. Visualize your goals.
   Take 15 minutes in the morning and 15 minutes just before you go to bed; find a quiet place; close your eyes and relax, and visualize yourself actually achieving your goals. Remember the more senses (sight, sound, smell, taste, etc.) you can involve, the more real your visualization becomes. I ask during my seminars, "Have you ever had a dream that seemed so real that you woke up in the middle of it?" Well the reason for that is the subconscious mind is at work involving all of those senses to trick you into believing the dream is real. Well, you don’t have to wait; work at visualizing your goals today.

3. Phrase your goal in the present tense and assume success.
   Don't say, "I want to." Say, "I will." This subtle technique tells your subconscious that you have already achieved your goal, which means it will work at helping the goal become a reality. It will attract the people, places, and situations you need to achieve that goal.

4. Put your goals in writing.
   This simple act helps you clarify your goals and will allow you to visualize them more effectively. I recommend that you record each goal on a separate index card and review them twice a day – once in the morning (when you first wake up) and again before you go to bed. Post index cards where you spend the most time; on the bathroom mirror, on the frig., on your nightstand, etc. This process reinforces your goals, acts as a reminder, and drives your goals deep into your subconscious. In fact, this is one of the most powerful strategies you can use to achieve your targets.

5. List the benefits you intend to receive by achieving each goal.
   This will keep you focused and strong, particularly when you face the inevitable roadblocks and barriers. In June, when I chose to lose 20 pounds, I listed 12 benefits, and when I had the urge to put butter on my veggies or help myself to a second serving of food, I would review this list to help me get past that craving. I lost the 22 pounds and two inches around my waistline to date. I think I will go for another 10 pounds. This was not a diet, just a lifestyle change. The more benefits you can list for your goals, the more motivating those goals will become.

So my challenge to you to is to take the time to plan your goals. Start with one goal and visualize it, write it down, and act on it. As I always say, "If you don’t invest the time to set goals then someone else will do it for you. And I guarantee you won’t like their goals." Invest the time, start today!

Want to learn create goals to achieve more? Our Achieve Your Dreams Now! Teleclass, Team Building, Life After Downsizing, Time Management Techniques for Success, and How to Give Powerful Presentations programs can help you achieve more in life. Call us at 757-427-7032 or e-mail us at info@thesykesgrp.com.

Ed Sykes is a professional speaker published in the areas of leadership, change management, customer service and teamwork. He works with business and government organizations who want to reach the next level of success and individuals who want to perform at their best. You can email him at esykes@thesykesgrp.com, call him at (757) 427-7032 or visit his Web site at www.thesykesgrp.com.

Five Instant Ways to Reduce Environmental Stress - Part Two

It’s time for part two of the series to reduce environmental stress in your life. In Five Ways to Reduce Environmental Stress - Part One, I shared with you five ways you can immediately reduce stress by controlling your environment. Now I will share five additional ways for you to make a difference in your life, be more relaxed and productive, and reduce stress.

The five ways are as follows:

1. Make the Air Play Fair
   Control the air humidity in your environment to a level that's comfortable for you. Too dry or very humid air can produce unpleasant environments. Air humidity can even produce various physical symptoms. Dehumidifiers can take control of the air quality to make rooms feel more livable. You can acquire these portable humidifiers from any department or discount store. Must sure you acquire one with a "quiet" button to reduce the noise when running. If needed, add a few plants to provide a bit of moisture.

2. Lose the Clutter
   Rid yourself of all the clutter that surrounds you. Improve your time management skills so that you can prioritize what "stuff" is important and what isn’t important. If you are not immediately working on an item, move it out of line of sight. Not only will your environment become more visually pleasing and relaxing, but you'll avoid the stress of constantly searching for important items among the excess.

3. Get Rid of Static noise
   Everyday we are experiencing "static" noise. Phones ringing, computers dinging, radios playing, TVs with "talking heads" playing, coworkers interrupting, etc., are all examples of static noises. These noises create stressors that impede our abilities to think and ultimately create work and life solutions. They also can take their toll over time on our moods and energy. Do what you can to reduce background and unwanted noise. Turn off radios and TVs when not using them with purpose. Reduce or turn off all computer noises if they are not necessary. Use noise reduction materials such as partitions, curtains, etc., to quiet your environment. When you can, take a "silence is golden" break in a quiet room to recharge your emotional and mental batteries.

4. Make Your Workspace Work for You
   Use good ergonomic techniques in your workplace to reduce the risk of repetitive strain injury, eye strain, back pain, and other uncomfortable symptoms. Pay particular attention to your stair, desk, and computer setup since most likely you will be using these items the most. The correct setup of these items will save you years of wrist, elbow, back, and eye pain and strain.

5. Create an Empowerment Zone
   Create at work or at home a retreat for yourself to reenergize yourself both mentally and emotionally. Not having space for this zone is not an excuse. It can be a private room or your favorite chair or desk. Include items such as plants, books, relaxing music, and pictures to create an environment of peace. Use this area to think and visualize the positive things in your life. You might want to think of future situations in your life and how you will master them for your benefit. Use this area for carrying out important tasks whenever possible.

Go apply these techniques today! Apply what works for you and reduce your environmental stress.

Click on the "comment" link below and share your thoughts with us.

Ed Sykes is a professional speaker published in the areas of leadership, change management, stress management, customer service and teamwork. He works with business and government organizations who want to reach the next level of success and individuals who want to perform at their best. You can email him at esykes@thesykesgrp.com, call him at (757) 427-7032 or visit his Web site at

Five Secrets to Creating a "Goal" Medal Life – Part II

Recently, Joy and I had the pleasure of speaking at a conference of Educational Office Professionals in Baltimore, MD. The other speakers included Ms. Deborah Phelps, mother of six-time gold medalist in the 2004 Summer Olympics swimmer Michael Phelps, and Agatha von Trapp, the 91-year-old daughter of Captain and Maria von Trapp, the family on which the movie "Sound of Music" was based. To say the least, there were a variety of subjects discussed that day.

As I listened to Ms. Phelps describe Michael’s achievements, I realized that his story had many of the secrets of success mentioned in my September article, Five Secrets to Creating a ‘Goal’ Medal Life.

Let’s go over these five secrets again and see how you can apply them:

1. Create Passion with Goal Setting
   Ms. Phelps mentioned that Michael, after competing in the 2000 Summer Olympics, was excited about the experience. Michael told her he wanted to compete again in the 2004 Summer Olympics. He had that burning desire to compete and win. So they sat down, developed goals, and mapped out a detailed plan for his success.
    

   What do you have passion about in your career, your life? Have you put pen to paper and developed goals to achieve what you want in life?

2. Believe in Greatness
   Once Michael had competed in the 2000 Summer Olympics and held his own, he now believed he could win the swimming events in the 2004 Summer Olympics; not only win, but shatter world records. He visualized standing on the center stand with the gold medal around his neck. He visualized what winning the gold medals would look like, how it would feel, etc.
    

   Have you visualized your “goal” medal life?

3. Create a Mastermind Group
   Ms. Phelps said that once Michael set his goal, she (a single parent), his older sisters, Michael, and his long time swim coach, Bob Bowman, came together to develop a cohesive team for success. This was Michael’s mastermind group. This group was devoted to removing barriers and helping Michael achieve his dream. Bob Bowman provided the technical expertise; and Ms. Phelps and his sisters provided the financial, emotional, and family support to keep Michael focused on his goals. They kept him focused on his goals while removing any distractions.
    

   Who is your mastermind group?

4. Embrace Challenges
   Michael’s challenges began before his first Olympics. He was a son of divorced parents. Yet, he never used that as an excuse. After the 2000 Summer Olympics, his challenge was how do I become a gold medal athlete?  He took a hard look at himself and received feedback from his mastermind group concerning how to make his weaknesses his strengths, and how to make his strengths the best in the world. He attacked those weaknesses with gusto everyday in practice.
    

   When was the last time you asked the question, "How can I improve my skills to become the best?"

5. Never Give Up!
   Ms. Phelps joked with the audience that as a mother, Michael’s style of swimming made her crazy. You see, Michael, is a "comeback” swimmer." In most cases, he is behind in his races. Then at the last moment, with a burst of energy and an iron-willed belief he will win, he comes from behind to win the race. He believes that he can win every race as long as he is in the pool. He never gives up on his belief that he can win.
    

   Do you believe that you can win every race?

As Ms. Phelps left the ballroom, we embraced; and she wished me the best. As she walked out the door, I thought that the Phelps family is truly living a "goal" medal life…and you can too.

Start today. Apply these tips and you too can have a “goal” medal life!

Do you want to learn create goals to achieve more? Click here so you will learn our Mastering Your Attitude for Positive Results, Team Building, Life After Downsizing, Time Management Techniques for Success, and How to Give Powerful Presentations programs can help you achieve more in life. Call us at 757-427-7032 or e-mail us at info@thesykesgrp.com.

Check Yourself for Outstanding Customer Service

Recently, a business associate, Mike, mentioned that he was doing a show at a local university and stopped by the faculty dining hall to get lunch. He said that, while waiting on line, the service was poor. The line moved slowly, the counterperson was disinterested in what she was doing…and it showed. It was not a pleasant customer experience.

It was Mike’s turn to order and the counterperson continued to show her disinterest…no eye contact, moving like it pained her, and no enthusiasm in her voice. Then when she finally looked up to give Mike his food, she noticed his nametag with his name and company. She realized that Mike worked for a bank where she just opened an account. Well, she turned into another person. She was excited when telling Mike about her excellent experience at his bank. In an instant she was vibrant, alert, smiling, and alive!

The question is, "Why couldn’t she behave that way whenever she interacts with a customer?" We can ask this question whenever we interact with people in customer service situations. In many situations, the persons serving us act like they are auditioning for the role of a zombie in the movie, "Dawn of the Dead." Whereas they can use less energy being lively and produce a great experience for everyone involved.

The reason this happens is because the customer service persons do not "check themselves" for outstanding customer service. When you "check yourself" before serving the customer, you prep yourself to give your best for the customer. When you "check yourself," you are prepared for any customer service situation. When you "check yourself," you make the situation positive for the customer and yourself.

The following are three ways to "check yourself" to give outstanding customer service:

1. Check your Attitude
   Make your attitude say, "I can help you today." This means that you want to help, you want to take responsibility for the solution, and you are proactive in creating solutions for the customer. Make sure your attitude is positive for outstanding results. Keep a mirror by your desk and look into the mirror before you start a customer transaction and say the following:

• “I will help someone today."
• “I have a great attitude."
• “I am solution-oriented."
• “I will make a difference today."

2. Check your Body Language
   Make your body language show that you are eager to listen to the customer. This means standing or sitting erectly if communicating face-to-face. Sitting erect in your seat is especially important when communicating over the telephone because the customer can "hear" your apathy over the phone. Check yourself to make sure you are smiling. Check yourself to make sure your body language is showing that you want to listen. This means direct eye contact, arms uncrossed, a slight nod of acknowledgment, and, most importantly, your body facing the customer to show that you are completely "engaged" in the conversation.

3. Check your Voice
   Make sure your voice is energized and positive. This means that you do not sound monotone and your voice has vocal variety (see my article “Cat in the Hat”). Check your voice to make sure your have a lively pace without cutting off the customers before they finish their thoughts.

By just applying these three techniques, you will produce happy customers and make your job as a customer service expert so much easier.

Click on the "comment" link below and share your thoughts with us.

Want to learn how to provide outstanding customer service? Our Outstanding Customer Service, Master Your Attitude, Assertive Communication, Conflict Management, How to Deal with Difficult People, and How to Handle Workplace Stress and Master Your Life programs can help you lead others to the next level. Just click here to find out how. Also read our articles on motivation, goal setting, etc. Call us at 757-427-7032 or e-mail us at info@thesykesgrp.com

Three Easy Steps to Setting Yourself Free

Lilly Tomlin said, "The problem with the rat race is even if you win, you're still a rat." A lot of us are running a rat's race - feeling caged into a life of running and giving to everyone else FIRST, sometimes at your own expense. We are pulled in so many different directions - work, family, finances. It is time we put our foot down and stop feeling controlled - by people and circumstance.

Well, it's time to set yourself free. Today, begin to take stock of life and decide what is most important to you. Evaluate the benefits and the losses of certain lifestyle choices. In this quest to lead a fulfilling and quality life, here is my action plan to begin to set us free.

1. Free Yourself From Negative Influences.
   Have you ever been in the company of a person so negative you felt completely exhausted afterwards? Relationships with negative people can take a toll on your health, thoughts, and emotions. You will become the people you associate with.

Quick Tip: Don't allow "toxic people" to rule your mindset. Remove yourself from the company of negative people (I also call these individuals "toxic people"). If this isn't possible (for example at a family function), limit the time of your interaction.

2. Stop Putting Your Needs on Hold.
   We tend to put the needs of EVERYONE - our employer, family, and friends - ahead of our own. To do this denies us the opportunity to fulfill our personal wishes, goals, and desires.

Quick Tip: Make an appointment with yourself Today. Take the time now to stop and listen to your inner voice that so desperately wants to tell you your heart's desires. Now that you know what you want - take action and make your needs a top priority.

3. Think Outside The Box.
   "We can't do that! It won't work. Besides we've done it this way for the last 20 years." How many times have you heard this? We are creatures of habit and like to do things the same old way because it feels good. We love familiarity - it's comforting. Unfortunately, that familiarity, or "the box," can stifle our creative juices and rob us of great new ideas and opportunities.

Quick Tip: Expand your comfort zone and start to think outside the box. Take one thing you have done the same old way just because, and write down three new ways to do it. Take a chance. You might just surprise yourself.

Remember - Focus on your needs and set yourself free!

Click on the "comment" link below and share your thoughts with us.

Joy Fisher-Sykes is a professional speaker published in the areas of communication, time management, and teamwork. She works with business and government organizations who want to reach the next level of success and individuals who want to perform at their best. You can email her at jfsykes@thesykesgrp.com, call her at (757) 427-7032 or visit her Web site at www.thesykesgrp.com

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