“Successful people ask better questions,
and as a result, they get better answers.”
– Tony Robbins
Knowing the right type of question to ask is one of my keys to success and a cornerstone of Words that Work. (To read more about Words that Work click here.) This guide will teach you how to ask questions in a way that is more likely to get you the correct information, using closed and open questions.Read More
The good, the bad, and the ugly of customer service gets most of the attention in the media, but the majority of conversations are pretty standard. “I have a problem,” and “Let’s fix that problem for you.” It is during these everyday interactions that we can change good service to exceptional service by planting “Seeds of Happiness.” (more…)Read More
Results are the outcome of our influence! Influence is the effect leadership has on people’s thoughts, attitudes, and behaviors. For us, as leaders, to have a positive influence we must gain the trust, respect and commitment of our team members. The way we do that is through highlighting the leadership skills we already have and also, developing the areas where we could use improvement. (more…)Read More
What happens in the moments when people call the customer service center of a company? Typically, they start thinking about their past experiences. When a person has had a bad experience in the service industry, they tend to react strongly when faced with a similar situation, before it even starts.
How do these strong reactions occur? (more…)Read More
Everyone in business has experienced the frustrated fiend of a customer: from the mildly miffed to the most insanely difficult, far beyond the point of being rational. Dealing with a customer who comes to you frustrated or goes well beyond this point challenges our day-to-day use of Words that Work. (Want more information? Read about Words that Work: How to Achieve Outstanding Customer Service) In order to help you through these difficult situations, I’ve developed the Words that Work 3 Part Plan. (more…)Read More
When I tell people I’m the CEO of a debt collection agency as well as provide workshops on customer service training I am met with looks of astonishment. A collection agency is the last place you would expect to get first rate customer service advice.
I’ve learned that people will forget what you said, people will forget what you
did, but people will never forget how you made them feel. – Maya Angelou
When you create and build a business, putting your blood, sweat and tears into growing it to make it profitable, it’s hard to release even the tiniest bit of control over how it is run. Surely you are the only person who knows how to do what needs to be done correctly. If you delegate a task to someone else, how can you trust they will do it the right way, consistently, as you do. You probably would end up doing it over again yourself!
If you agree with any of these statements, you might just be a control freak. (more…)Read More
Limiting beliefs are often about ourselves and our self-identity. They constrain us in some way, as just by believing in them, we do not think, say or do the things they discourage. By conforming to these limiting beliefs, we impoverish our lives.
Once you believe something, you have created a certainty in your mind. When one thinks they cannot do something, most of the time they won’t ever even try. Think about something that you believe you know you cannot do. Do you completely believe you cannot do it? Why do you think you cannot? Is it because it isn’t possible or is it simply because you think you can’t? (more…)Read More
My business is collections. The most important thing in collections is to ask for the payment. You would be surprised at how often this simple, yet extremely important, question is missed. The key is direct communication.
In a recent post, I used the dietary exercise ‘Cleanse or Clog,’ to filter other areas of my life, just as I use it to choose what I eat. This got me thinking that I could apply the basics of other principles to different areas of my life, in addition to what they were initially designed for. (more…)Read More
While at a workshop I recently attended, the speaker was talking about food and losing weight. The speaker asked a really simple question, “Will this cleanse or clog me?” After I left the workshop this simple question stuck with me. I began to wonder what else in my life I could apply this simple filter to and begin to avoid or change. Surprisingly I discovered I could apply this simple question to almost everything in my life. (more…)Read More