Management

Increasing Customer Retention - Clients for Life


"The Clients for Life Philosophy: Client retention is not a "program"; it's an ongoing commitment to your clients and colleagues..." Read More

Categories: ProTips Management Customer Service


Increasing Customer Retention - The Right Client Under the Right Terms


"Before we developed the Clients for Life philosophy, we failed to acknowledge that once we signed the contract, we committed ourselves and every person in our organization to meet the client's needs...." Read More

Categories: ProTips Management Customer Service


A Culture of Customer Service


"Customer service is about doing the right thing. At the Green Company, employees are encouraged to do the right thing, even if it costs the company money and time..." Read More

Categories: ProTips Management Customer Service


9/11/13


"Sometimes we're afraid to take a stand or a position for fear that we won't be liked. But keep in mind, followers are liked and leaders are respected..." Read More

Categories: ProTips Management


8/14/13


"It's not their job to care about you; it's your job to care about them..." Read More

Categories: ProTips Management Marketing Customer Service Sales


7/31/13


"'Failure to execute' is one of the biggest problems in organizations today. Many people confuse activity with accomplishment..." Read More

Categories: ProTips Management Marketing Customer Service Sales


7/24/13


"You’re on the right track now! You’ve just about mastered it. You must have been practicing. You did that very well. That’s the best you’ve ever done..." Read More

Categories: ProTips Management Customer Service


7/17/13


"Second on my list is to live with gratitude..." Read More

Categories: ProTips Management Customer Service


7/03/13


"Leaders become great, not because of their power, but because of their ability to empower others..." Read More

Categories: ProTips Management


5/22/13


"Change and growth take place when a person has risked himself and dares to become involved with experimenting with his own life..." Read More

Categories: ProTips Management Marketing Customer Service Sales


5/8/13


"A major reason for delay and procrastination is a feeling of inadequacy, lack of confidence, or inability in a key area of the task..." Read More

Categories: ProTips Management Marketing Customer Service Sales


4/24/13


"Step 9: Create an effective reference system. Effective doesn’t mean having dozens or even hundreds of folders and subfolders for every conceivable topic. It means KISS..." Read More

Categories: Management Customer Service Sales


4/17/13


"Step 8: Do something with every email that comes in using the “4Ds for Decision Making. One way we exacerbate the tendency to spend too much time in email is by letting it linger in the inbox far too long..." Read More

Categories: ProTips Management Customer Service Sales


4/10/13


"Step 6: Focus on your goals. American author Robert Heinlein once said, 'In the absence of clearly defined goals, we become strangely loyal to performing daily acts of trivia...'" Read More

Categories: ProTips Management Customer Service Sales


4/3/13


"Step 4: Learn Outlook quick key: Control/Shift M. This will summon a new email to you while in any Outlook view..." Read More

Categories: ProTips Management Customer Service Sales


3/27/13


"Step 3:Change the default view in Outlook to Calendar instead of Inbox..." Read More

Categories: ProTips Management Customer Service Sales


3/20/13


"Rule 5: Embrace the idea that email is not full of emergencies. Important information, yes. But life threatening crises, highly unlikely..." Read More

Categories: ProTips Management Customer Service Sales


3/13/13


"Rule 2: Turn off the chimes, icons, and any other settings that interrupt to inform about new incoming emails..." Read More

Categories: ProTips Management Customer Service Sales


3/06/13


"Rule: There will never be enough time to do everything you have to do..." Read More

Categories: ProTips Management Customer Service Sales


2/27/13


"One of the formulas world-class service organizations use to “wow” customers is this.." Read More

Categories: ProTips Management Marketing Customer Service Sales


1/16/13


"You know, the word "authenticity" is overused these days. But I do think it captures what folks are looking for..." Read More

Categories: ProTips Management


12/12/12/


"Plan email processing time proactively on your Calendar every day. Instead of continuing with the reactive behavior of living in your inbox, try processing email in batches at various intervals throughout the day..." Read More

Categories: ProTips Management Customer Service Sales


12/5/12


"Want to be part of a winning team? Get involved. Be part of the solution, not the problem. Speak up. Share your ideas..." Read More

Categories: ProTips Management Customer Service Sales


11/21/12


"Appreciate the good in yourself and in others. Appreciation can be learned by changing your self-talk (the words you use when you think) to positive thoughts..." Read More

Categories: ProTips Management Customer Service Sales


11/14/12


"Fully 95 percent of your emotions, positive or negative, are determined by how you talk to yourself on a minute-to-minute basis..." Read More

Categories: ProTips Management Customer Service Sales


11/7/12


"Leaders become great, not because of their power, but because of their ability to empower others. This is what leaders do on Level 4..." Read More

Categories: ProTips Management


10/31/12


"Practice active listening head moves - as you talk with others today, use these various methods of nodding with head tilts..." Read More

Categories: ProTips Management Customer Service Sales


10/24/12


"Decide exactly what you want. Either decide for yourself or sit down with your boss and discuss your goals and objectives until you are crystal clear about what is expected of you and in what order of priority..." Read More

Categories: ProTips Management Customer Service Sales


10/17/12


Keep your questions simple. Stick to one type of question [at a time]. When you lump the two types of questions [closed and open] together, you run the risk that your customers may not register all the responses.... Read More

Categories: ProTips Management Customer Service Sales


10/3/12


"The Four Golden Rules for Learning Skills Rule 3: Quantity Before Quality..." Read More

Categories: ProTips Management Customer Service Sales


9/26/12


"The Four Golden Rules for Learning Skills Rule 2: Try the New Behavior at Least Three Times..." Read More

Categories: ProTips Management Customer Service Sales


9/19/12


"The Four Golden Rules for Learning Skills Rule 1: Practice Only One Behavior at a Time..." Read More

Categories: ProTips Management Customer Service Sales


8/29/12


Customers love and cherish companies that treat them the way they’d like to be treated. In fact, some consumers will even pay more to obtain those kinds of services. Here are some survey statistics proving the point:.. Read More

Categories: ProTips Management Customer Service


8/22/12


It has been estimated that the tendency to start and stop a task, to pick it up, put it down, and come back to it, can increase the time necessary to complete the task by as much as 500 percent... Read More

Categories: ProTips Management Marketing Customer Service Sales


8/1/12


It is important for all hospitality managers and service providers alike to understand and appreciate who exactly their internal customers are... Read More

Categories: ProTips Management Customer Service Sales


7/11/12


Here is a great rule for success: Think on paper. Only about 3 percent of adults have clear, written goals. These people accomplish five and ten times as much... Read More

Categories: ProTips Management Customer Service Sales


3/21/12


The reason inclusion is so important is simple: When everyone matters and everyone knows he or she matters, employees are happy to come to work, and they're eager to give you their energy, creativity, and loyalty... Read More

Categories: ProTips Management


3/14/12


Stress can easily zap anyone's positive attitude. If you find yourself getting stressed at work, try to get away from the situation for a few minutes... Read More

Categories: ProTips Management Customer Service Sales


3/07/12


When you like people and treat them like individuals who have value, you begin to develop influence with them. You develop trust. The environment becomes much more positive - whether at home, on the job, at play, or when volunteering... Read More

Categories: ProTips Management


2/29/12


People who make it only to Level 1 may be bosses, but they are never leaders... Read More

Categories: ProTips Management


12/07/11


Are your customer service associates properly trained in how to handle a customer complaint or an irate person?... Read More

Categories: ProTips Management Customer Service


11/09/11


Teaming up for innovation is a lot like an athletic event, and many of the same principles apply... Read More

Categories: ProTips Management


11/02/11


Training can launch an ongoing strategy. It can teach people service behaviors, empower them, reward their involvement, and initiate ongoing processes for building customer loyalty. But company efforts must have legs... Read More

Categories: ProTips Management


10/12/11


What's the relationship between success and crucial conversations?... Read More

Categories: ProTips Management Customer Service


8/24/11


Because of the need to serve internal as well as external customers, customer service must be everybody's job within a hospitality organization... Read More

Categories: ProTips Management Customer Service


8/17/11


Too many companies use one-shot training. They hire a flashy speaker to get employees jazzed up about customer service. They hold rallies or give great locker-room speeches and hope for the best. Without follow-up, things quickly get back to normal. Read More

Categories: ProTips Management


6/30/11


People are not your most important asset, the right people are. -Jim Collins, From Good to Great

Categories: ProTips Management


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