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Are you listening? April 7, 2015

Posted by trainingsolutionshlc in Uncategorized.
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I should also ask are you aware? Last blog I talked about Peter Shankman’s book Zombie Loyalists and he talked about listening to your employees and your clients. www.shankman.com

By the way listening to your employees helps keep them engaged if you empower them and enable them to share in the growth of the business. That’s part of the seminar I do with www.hrbusinesssolutionz.com creating high performing organizations through engaged employees. Here’s the free seminar https://creativekdg.wistia.com/medias/1e10dehja9 email me for the handouts.

Ok end of commercial

I was perusing Facebook and more specifically Huffington Post http://www.huffingtonpost.com/2015/04/02/tanya-heath-interchangeable-heels-womens-footwear_n_6987302.html?utm_hp_ref=style&ir=Style&ncid=fcbklnkushpmg00000063 and saw this article. Tanya Heath is brilliant. Aside from having 2 shoes with the upper design you love. You have a shoe that fits the way you want that you can change to meet your needs. Can’t wait to see her innovation for purses.

This begs the question what is happening in your industry and more importantly what do your customers want? We think we know, we offer; but is that what they want. Henry Ford never asked people what they wanted because he said they would just want faster horses but did they only want black cars?

I used to do a lot of work with National ASTD now www.ATD.org and when we were reviewing the chapter award program we used the following guide lines to assess customer satisfaction.

  1. Did you ask?
  2. Did they tell?
  3. Did you listen?
  4. Did you implement?
  5. Did they like it?

This applies to employees and customers. You may not be aware of trends or conditions in your industry but your staff might and they can help you change your world.

Learn to listen and be aware.

Why do I buy from you? April 2, 2015

Posted by trainingsolutionshlc in Uncategorized.
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There is so much I want to talk about today. I am reading Zombie Loyalists by Peter Shankman (www.shankman.com ) thanks to my good friend Judy Estrin who ordered it and had it delivered here. Because I work with many entrepreneurs privately and through www.WEVonline.org ; we are constantly discussing how to grow the business and increase customers, clients, patients , or whatever.   This book has some great insight.

Peter’s book discusses rabid fans which made me think about who has me as a rabid fan? What keeps me loyal? I thought about where I go boxing; yes boxing; and I only hit a bag not people. www.newburypark.titleboxingclub.com I have been going there for over a year and yes I have seen results. All of this started over 1 ½ years ago when I won 12 lessons at another club. I was so disappointed in their lack of encouragement, their schedule and their lack of enthusiasm. When the 12 sessions were done so was I. I found out recently they closed. ; Not surprised. A few months later Lisa the general manager encouraged me to try Title boxing. She is a friend, so I tried. It was so very different. People greeted me by name when I walked in, they encouraged me and it was so obvious they love what they do. They give individual help, they laugh, they make it fun as I am sweating and putting my body into weird positions in the core work. No I still don’t like burpees. Can they do better yes are they trying. Yes!

Right now they are on the right track they have us smiling and supporting each other. It is a vibrant fun environment. They even created a new series called silver sluggers  (hate the name) . It’s for all ages that want to start slowly and are intimidated by jumping in. One of the classes does dance moves in between and for core. What a fun workout!

Can you describe why your clients buy from you? www.scrubsontherununiforms.com in Ventura CA knows her clients don’t have time to shop so they take the scrubs to the health facilities. They make it easy to buy.

What do you do? Do you send thank you notes and reminders? I used to have a dentist I liked and when I remembered I went. I admit I didn’t remember as often as I should. I never heard from them until he sold the practice. Oh well

Alba at Thousand Oaks Infiniti services my car and she is amazing. She talks to me about what I need and what is important. She isn’t selling me she is taking care of me and I keep going back to service my car. They continuously check on how they are doing and what they can offer.

Do make it easier for your customers to buy? Do you make them feel special? Do you listen to them and anticipate their needs? Most importantly have you created an environment and culture that enables everyone in your company to make customers and employees feel valued?

If you need assistance ask me about the seminar Creating High Performance Organizations with Engaged Employees