Monthly Archives: June 2016

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The CFHLA Allied Relations Council Breakfast – 2016

Who: Motivational Speaker Doug Dvorak

What: Presents “Everything Starts and Stops With Motivation & Sales In The Hospitality Industry – Nothing Happens Until Somebody Sells Something”

When: Tuesday, July 12 8am-9am

Where: B Resort & Spa Lake Buena Vista (1905 Hotel Plaza Blvd, Lake Buena Vista, FL 32830)

CLICK HERE TO REGISTER

 

2016 CFHLA July Breakfast – Learn More!

customer-service

10 Commandments Of World-Class Customer Service

Your company must be different from all other businesses in one way or another, but many of the same commandments for servicing your customers. You’ll sell different things and employ different beliefs, but 10 things should remain similar for world-class customer service.

 

Vision

You must have clear visions, values and missions (goals) for your organization to follow. This will help them learn what they can do to help your customers in such a way that is consistent with your organization across the board.

 

Internal Culture

The next step to creating world-class customer service is to attract the best talent, hire them and retain them. Retain them by first making sure they are a good fit for your culture before hiring and then use financial incentives and provide opportunities for growth. Without such, you can’t follow through with the rest of the commandments.

 

Standards

Everyone must be held to the same standard. They may come from different backgrounds or have different skills, but they must work together to provide a consistent experience for the customer. When setting standards, it is crucial that you maintain these standards by employing accountability. However, you must also show that you trust your employee’s so that they feel free to make decisions and blossom as an individual within your organization.

 

Use Customer Intelligence

Personalizing the customer’s experience is necessary. For example, figure out their first name and use it frequently. You can use this in emails, postcards, videos and in person. Learn more about them so you can engage them and anticipate their wants/needs. Learn more than you need to know, even if it is not important to you, it will make your customer feel appreciated and valued which is one of the most basic human needs.

 

Training

Your staff must be trained thoroughly to handle any situation. Do not rely on their knowledge from past experiences. Tell them exactly what you want from them at the beginning and give them the tools, information and resources needed to help them achieve company goals.

 

Implement/Execute

Make sure that when people have ideas that could benefit the company, you listen and try to implement as many as possible. Employees have a lot of experience and you can use it to help you. Try implementing brainstorming sessions to get the most out of your employee’s ideas!

 

No Risk

No customer should be harmed while trying to use a product or service. Make sure there is zero risk involved by ensuring quality control. This can help save you money and time trying to recover from lawsuits or a damaged reputation.

 

Above-and-Beyond

Determine what customers want/need from you and create ways to go above and beyond with every single call. You should implement a value added culture that always provides value beyond what is ordered/expected. Your customers will love you for this and they will become loyal to you and your company, ensuring future success.

 

Measure

Measure your customer’s experience by using surveys and incentives. Determine what research will benefit your company in the long run. Then determine how you can implement short-term exercises to ensure your long term goal is being met. By doing this type of research you are giving yourself a good chance of staying in front of your competition and resolving customer service problems before they become customer losses.

 

 

More Information: View This Customer Service Excellence Workshop

 

From Doug Dvorak, World-Class Customer Service Keynote Speaker

alignment

Effective Company & Employee Goal Alignment Strategies

Goal alignment just means that the company’s goals and the employee’s goals are similar. For example, you may want your employees to be honest, and they may want to promote your business in a transparent way, making both goals aligned. However, sometimes your goals aren’t aligned with theirs, meaning effective strategies must be in place to ensure both company and employee goals are aligned.

 

Why is Goal Alignment Important?

 

While there are multitudes of reasons to consider and implement goal alignment in your business, four strategies have the greatest and most positive impact within companies.

 

These strategies are as follows:

  • Create clear company values and mission
  • Improve employee morale
  • Create ownership of the success of the organization
  • Increase productivity

 

The ultimate goal is to get everyone working together for the mutual benefit of the employees and the company. While this may seem like common sense, people dislike change, even those changes that will benefit them.

 

Read this article to Embrace Change For A Smooth Transition

 

How To Do It

 

Goal alignment will ensure that all expectations are communicated thoroughly, measure progress while identifying potential problems. Employees should understand what your company is doing, why you are doing it and how they can help.

 

The first step is to determine what your motto is, what the culture should be like and any rules that will help govern them. Employees must know and understand your mission and what you’re trying to do. It is important to have meaning in life and in work and this will also help to ensure that your team is working together.

 

However, to do this, you’ll need to measure how well employees handle alignment, company culture, leadership, and performance and then work on ways to make improvements.

 

Managers may also need a crash course on what they’re set to do and how to do it, which can include more training, changing departments and others. Once everyone realizes the goals and key points, you should offer rewards on improved behavior in a safe and friendly way. For example, you can use company meetings to talk about ways of improving the problem situations in a non-threatening manner.

 

View some of my keynote programs and workshops that are dedicated to goal setting and team building here: http://dougdvorak.com/keynotes/

 

 

Related Article: What Will Your Life Be Like In One Year – Personal Goal Setting

 

embrace-change

Embrace Change And Manage A Smooth Transition

Everyone of us at one time or another has had a moment in our careers (or our lives for that matter) when we have asked ourselves the uncomfortable question, “How much longer can I continue to do what I am doing?” It is an uncomfortable question as it begins the process of moving out of our current comfort zone to a place in our lives that appears to be of great uncertainty.

 

Change of any kind or at any level can be a daunting process, but a necessary one for personal and professional growth and development. Although it is often times easier to just “stay put,” it is far more rewarding to move forward. Dr. William Bridges, author of Managing Change and Transition, outlines the change process by illustrating the three phases of change as well as what to expect from these phases and what is needed to successfully move through them:

 

Phase 1: The first phase of change is what Bridges’ calls “ending.” This is basically the recognition that the time has come for us to move on. It is the process of letting go of old patterns and habits before embracing the future.

 

Phase 2: The second phase of the process is that “transition zone.” People report a feeling of being disconnected from the past, yet emotionally not connected to the present. This phase can offer a great opportunity for creativity if anxiety and fears are readily managed.

 

Phase 3: And lastly, the “new beginning” phase is one of action as we have finally let go of old patterns and have made a commitment to the life style or change that will accommodate new opportunities.

 

One of the things we forget to consider when mentoring or coaching someone is the human tendency to resist change. For example, when a person enters into a mentoring relationship they have made a decision to make potential changes and ultimate transitions in their life and/or career. Sometimes a mentor will experience this resistance first hand. It is helpful to know in advance what to be prepared for and how to help a peer or colleague move forward or get “unstuck.”

 

The following are a few simple ways in which to successfully challenge others to embrace change and make that exciting transition:

 

  • Construct a personal “Vision Board.” This is the fun part. Create a list of those goals and objectives that you would really like to see yourself actually accomplishing in the next few years. Then add those dreams you have been harboring for years. By actually putting them on to paper, they have now been established as an actual goal. By formally acknowledging those grand ideas, you are setting into motion where it is you really want to go.

 

  • ‘To Thy Known Self Be True.’ To successfully manage change, we must first know how we, with our different personalities and behaviors, react to change. For example, are you the type of person who embraces change and will you tend to get bored if things stay the same? Do you need time to prepare for change? Do you react positively or negatively to unexpected changes? By analyzing your own strengths and shortcomings, you will find that you are better equipped to embrace change and make smooth transitions.

 

  • Seek New Role Models. You can begin making corrections to your current behaviors and lifestyles by modeling your reactions and patterns to those you most admire and whose positions and lifestyles you hope to someday achieve. Review again your goals and observe those who are currently living out your very goals, dreams and objectives. Their behaviors and choices have obviously gotten them to where they are today.

 

The key to successful transitioning is constant evolvement of our goals, behaviors and dreams. Our personal and professional journeys are just that – a passage from one opportunity or success to another.

 

Have a Great Journey!

Doug Dvorak – Author, Speaker, Consultant

 

 

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What Will Your Life Be Like In One Year?