- What are the keys to a profitable business?
- It costs 6 to 10 times more to obtain a new customer than it does to keep a current one.
- Is good service memorable?
- Can you teach your staff to be proactive?
- What’s the number one fundamental key to listening?
Kelly J. Watkins, MBA whatever business you’re in, the primary element that distinguishes you from the competition is your employees and the level of service they offer. What your employees do and how they act determines client satisfaction.
You may invest thousands, or millions, of dollars in your facility, your phone system, or your computers. Yet, what matters most is how people are treated by employees. Are you investing in your employees?
Are they properly trained? And, I don’t mean in the technical aspects of the job. I’m talking about training and empowering staff to provide exceptional, memorable service in order to exceed expectations.
Does your staff know how to handle clients who request a refund or demand a guarantee? Can they communicate with people using good listening, verbal and non-verbal skills? Does your staff know how to adapt communication to different behavior styles? Can they effectively deal with upset guests?
Developing people-oriented employees requires an investment. Every employee has the opportunity to make an impact. What type of impact do you want them to make?
Books by Kelly J. Watkins, MBA
- Email Etiquette Made Easy
- Will the Audience Throw Eggs?–and other speaking myths
- Meetings Made Easy
- Little Moments to Cherish