Do YOu Speak Accounting?
Accounting is the language of business. Without at least a conversational knowledge of the language, it’s like visiting a foreign country and being unable to communicate.If your job is in the Accounting Group, you obviously need more than a conversational knowledge. Becoming fully fluent enables a person to progress and handle more complicated analysis and […]
Built Right
There are 4×4’s. Then there are Jeeps. Then there are custom JEEPS Built Right.There are businesses. Then there are Companies. Then there are exclusive BRANDS BuiltRight.There are distinct parallels between these two things. To achieve exceptional status requires starting out with a compelling Vision, backed by resources and a commitment to accomplish difficult things extremely […]
Make It Right
Service failures occasionally happen. When people are serving other people in an active business setting, things don’t always go according to plan, even with the best intentions. Fortunately most issues are rather small ones but, whether small or large, the keys to resolution are the timeliness and appropriateness of the response. In those moments when […]
One Size Does NOT Fit All
One of the keys to building lasting relationships in a service business is the ability to recognize unique client requirements and adapt the approach to meet them. Focused interactions of our front-line managers with a wide range of clients over the past month have revealed just how different these requirements can be. Their experiences have […]
Hard Questions Made Easier
As we explore how to become better listeners and develop a deep understanding of client needs, we know that the process begins with thoughtful reflection and careful preparation of the topics we want to explore. While that sounds logical enough, actually deciding upon the questions to use can be a tricky “process”.A manager recently asked […]
How Would Watson Respond Today?
On March 10, 1876, Alex Graham Bell called out to his assistant, Mr. Watson, through his new electrical device: “Mr. Watson, come here, I want to see you.” An amazing thing then happened, according to Mr. Bell’s journal: “To my delight he came and declared that he had heard and understood what I said.” With […]
Finding the Unexpected
You don’t expect to find a Florida Gator Snowman in the North Georgia countryside, any more than you’d expect to find ideas for improving customer service in a budget meeting. However that is exactly what happened earlier this week!Most folks dread the budget process, whether it is imposed at a company level or in personal […]
Plan For Success
A Plan for Success isn’t a static document, but instead should be seen as an interactive process that leads to the desired results when carried out consistently. In the “Business to Business” service industry, employing this approach provides the crucial measure of difference in achieving success.To “Listen” is where the plan begins to take shape; […]
Asking Great Questions
If you want to gain valuable insights, you need to ask Great Questions. Of the 4 critical skills that create Conversations that Matter — Listening, Relating, Responding, Understanding — the art of asking good questions sets the stage for everything that follows. Great Questions stimulate thoughtful answers that are worth listening to. We’ve learned that Great Questions […]
Conversations That Matter
It’s not a genuine conversation unless you are listening, relating and responding to one another. Conversations that matter have the added element of both parties taking away an understanding that didn’t exist beforehand. This may sound obvious, but it doesn’t happen nearly often enough. Let’s consider these four key ingredients:1. Listening. Genuine conversations begin here. Active […]