Dear Premier Coaches of eWomenNetwork. . .
Q: How can I achieve Optimum Customer Satisfaction and create “buzz marketing” about my business?
-Wanting The Buzz
A: When you have staff, they must have the authority to act quickly. You must have confidence in the staff members to make a healthy decision and have the customer leave with a positive feeling. Remember, it’s not that companies don’t make mistakes, what is remembered is how the mistakes were handled and resolved.
1. To achieve Optimum Customer Satisfaction? (OCS) you must remove yourself from the conversation; this will assist you in staying off the defensive. Situational calls require confidence in order to provide security to your customer. Confidence grows from practice. Think comfort and safety.
The key word here is EMPATHY. It affects how we listen to others without judgment of the situation.
- Listen to the input from the customer.
- Echo back saying, This is what I heard you say . . .? Is there anything I missed?
- What would resolve this issue for you today?
- Inform the caller of the time frame of a refund, replacement, bonus and be sure you deliver on that promise.
- Wrap statement: Thank you for bringing this issue to my attention. It will help us to continue to better serve YOU. (Planting positive seed they will return.)
2. Teach your staff to be CURIOUS.
This method is intuitive to most people.
- Ask the person’s name and the correct spelling…Is it Debbie, ie or y?
- Success here is to ask permission to ask the caller questions. (This act demonstrates that you are respectful.)
- There is a fine line between gently probing for the facts of the matter and being nosey. It’s all in the language. Use neutral language instead of emotionally charged words.
- Disarm with kindness
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Michelle Cubas
Entrepreneur and Leadership Coach |
Q: I would like help to get back on track a year after the birth of my first child.
What do I need to do to feel balanced in all areas of my life?
-Getting Back on Track
A: My first suggestion to you is to start recognizing that you have one life and you are in charge of it! Then, I would like you to do the following exercise: Take a sheet of paper, draw a circle, divide this circle into eight sections and label each section with each life area: career, money, health, friends and family, significant other/romance, personal growth, fun and recreation, and physical environment.
Using the center of the circle as 0 and the outer as 10, rate your level of satisfaction with each life area and plot this on the axis. Then connect the dots to create a new outer edge. The new perimeter of the circle represents your “Wheel of Life.” How bumpy would the ride be if this were a real wheel?
This exercise allows you to visualize what areas of your life need attention.
Your objective is now to create an action plan to raise the scores for each life area to the same level in order to create balance in your life.
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Moty Koppes
Work/Life Balance Coach |
Q: You wouldn’t believe how much I have on my plate right now – it’s insane!! Full-time Mom and wife, full-time business, volunteering, household stuff… you name it. You can pretty much forget about the social life (let alone love life!). I honestly have no idea how I’m going to get it all done. Part of me thinks I should just suck it up, but then another part of me wonders if there’s just a better way about this that I don’t know about. Any advise to help me make it through?
-Overwhelmed
A: Many people think their stress is caused by external forces, such as their workload and other day-to-day responsibilities. And it’s easy to believe that if you just got rid of these things then you’d find the peace of mind you’re looking for.
But have you ever completed a project, finished all the housework, put the kids to bed, and still felt stressed? I sure have.
Why is this?
Our stressful feelings are created by our thinking. They are created by internal forces, not external ones. If you think overwhelming thoughts, you’ll feel overwhelmed. If you think about something stressful, you’ll feel stressed. It’s that simple. While your busy life may seem like the culprit to your stress, it’s really how you think that creates the feelings you’re having.
Try it out yourself. When you start worrying about not having enough time for all you’ve got going on in your life, notice what you are thinking. Any similarities? Chances are, your physical reality is simply a reflection of how you are thinking about it. Your stressful feelings can feed into you thinking even more unproductive thoughts, such as that you’re always behind schedule or never have enough time. These thoughts will give you added stress, make you more overwhelmed, and stop you dead in your tracks.
Here’s how to break the cycle:
- Be guided by your feelings. When you notice yourself feeling negatively, check in with what and how fast you’re thinking.
- Upgrade your thoughts. When you identify which thoughts are producing your negative feelings in you, stop thinking them. Adopt a more resourceful, empowered mindset by consciously choosing which thoughts you will give energy to.
- Live in the present. You’ve got a lot going on in your life right now. But working faster and harder will only create more stress and, when this catches up to you, less productivity. Rather than thinking about everything you’ve got to do, focus on the one thing you’re doing in that moment.
Learning how to eliminate your stress by managing your thoughts takes time and practice. Don’t beat yourself up in the process of learning. Otherwise, you’re right back where you started!
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Stephanie Tait
Business Development Coach for Health and Wellness Practioners |
Q: I have a great product that sells itself… the problem is I am not a salesperson and I do not know how to begin to approach people to market my product. Any suggestions?
-Inexperienced Marketer
A: It is great that your product sells itself! Though people need to know about it first. It is important that you have materials that you can hand those you meet to describe what you offer. A professional business card is key with information to a website, if you have one. This allows for information to be obtained easily and contact to be made to purchase. Advertising is good, though networking can create personal contacts that will enlist others to be out 'selling' for you! I believe the key to sales is in identifying your product or service by the end result the user can expect. Linking into their desired outcome is critical. For example, if you sell gym memberships your product is a healthier, leaner body. If you sell massage therapy, it is less pain and less stress. Come from a place of helping your client get a result that they need, and you will be more excited to talk about it and people will want to listen!
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Lisa Dalton
Personal and Professional Coach |
Q: I never have time to do what I want or to get everything done, what do I do?
-Need Help
A: What is your relationship to time? From this question, your relationship to time is “You do not have enough”. You are saying indirectly that you want more time, yet directly saying you do not have enough time. If you were to ask for more time and say you require more time, then believe me your relationship to your to-do list will shift. What - change your to-do list? Well not exactly, what is your relationship to your to-do list? Do you fill it up to stay busy, setting yourself up for not having enough time? Close your eyes, feel having more than enough time, imagine it. When you are ready and fully feeling having enough time, open your eyes and create your to-do list for the next day. You will be amazed at how quickly you differentiate the important versus the not important for getting done that day.
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Darshana Hawks
Crisis & Relationship Coach |
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