Monthly Archives: November 2012

That’s a Great Question


The end of 2012 is racing at us faster than any of us would like to admit. I know we all have our social, work and shopping calendars full, but it is time to start preparing for next year.

In his Book Thinking for a Change, my mentor John C Maxwell says “Experience alone does not add value to a life . . . it’s the insight people gain because of their experience. . . . An experience becomes valuable when it informs or equips us to meet new experiences.” “Some of the most valuable thoughts you’ve ever had may have been lost because you didn’t give yourself the reflection time you needed.”

Find some time between now and when the big ball drops in Times Square to sit down, reflect on 2012, and set up 2013 to be your best year yet.

What makes a good question?

·        They are solution oriented.

·        They are possibility oriented.

·        They do not place blame.

·        They are clear.

·        They make you think deeper or differently.

That rules out questions such as “Why do I always have bad luck?”  “Why am I so stupid?”  “Why can’t I get what I want out of life?”  These questions lead your mind to think about all the negatives that it can dream up and send you in the wrong direction.

Here are a few good questions to get you started.

  1. What did I do that made me laugh, smile and feel alive?
  2. What were my biggest accomplishments?
  3. What was I doing when I felt most alive?
  4. What would I have done differently?
  5. What did I do that I do not want to do again?
  6. What still feels undone or incomplete to me?
  7. What did I do right? What do I feel especially good about?
  8. What was my greatest contribution?
  9. What were my biggest challenges/roadblocks/difficulties?
  10. For what am I particularly grateful?
  11. What few things could I focus on each day that would move me towards my top goals faster than anything else would?

I would love to hear your favorite questions for reflection.

Zig Ziglar

I want to close the post by noting the passing of motivational speaker and trainer Zig Ziglar this week. Zig touched and will continue to touch millions of lives. I know he touched mine.  Here are some questions he often asked audiences from the stage.

  •  If I earn millions of dollars, but destroy my health in the process, is that success?
  • If I become the best in my industry, but neglect my family and friends, is that success?
  • If I acquire great wealth and notoriety, but compromise my integrity and faith to do so, is that success?

 As a coach, I can help you sit down, review your year, and help you ask the questions to move you forward on 2013.  Contact me so that we can discuss how having a coach can move your career forward.

 

Phil is one of only one thousand leaders worldwide (representing nearly 100 countries) to be trained and certified by John C. Maxwell & his team, as part of the founder’s circle of coaches, speakers and teachers. http://www.johncmaxwellgroup.com/philvanover/
Phil works with organizations and individuals to increase sales, productivity and profitability by helping them improve their leadership, sales and customer service skills. He offers workshops, seminars, speaking, and coaching on delivering extraordinary customer service, leadership, and personal development.

 

 

 

 

 

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Filed under Achievement, Business, enthusiasm, growth, Leadership, life, passion, success

Thanksgiving Quotes


As we express our gratitude, we must never forget that the highest appreciation is not to utter words, but to live by them.  John F Kennedy

Nothing is more honorable than a grateful heart. Seneca

Give thanks for unknown blessings already on their way. Native American Saying

The Pilgrims made seven times more graves than huts. No Americans have been more impoverished than these who, nevertheless, set aside a day of thanksgiving. H.U. Westermayer

If the only prayer you said in your whole life was, “thank you,” that would suffice. Meister Eckhart

Thanksgiving is possible only for those who take time to remember; no one can give thanks who has a short memory. Author Unknown

Let us remember that, as much has been given us, much will be expected from us, and that true homage comes from the heart as well as from the lips, and shows itself in deeds. Theodore Roosevelt

God has two dwellings; one in heaven, and the other in a meek and thankful heart. Izaak Walton

I wish you and yours a very happy Thanksgiving!

Phil

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What is the value of a customer?


Obviously, we want to offer the best possible service to our customers, but sometimes we will encounter customers who are upset with our company.  How do we remedy that customer’s situation?

Here are some statistics according to Score that should get your attention:

  • The lowest-ranking employee in a business can lose more customers than can be gained by the highest-ranking employee.
  • In the average business, for every customer who bothers to complain, 26 others remain silent.
  • The average wronged customer will tell 8 to 16 people (about 10 percent will tell more than 20 people).
  • Ninety one percent of unhappy customers will never purchase good or services from you again.
  • If you make an effort to remedy customer’s complaints, 82 to 95 percent of them will stay with you.
  • It costs about five time as much to attract a new customer as it does to keep an existing one.

I recommend that we take the L.E.A.D. 

Listen, Learn and Then Lead – Ask questions and learn about their issues. Help them know that you want to understand their situation. Let them vent if they need to.

Empathize – We all have heard the expression… “Know one cares how much you know till they know how much you care.” I would add to that…..”It does not cost you anything to care.”  It is difficult to be rude for very long to someone who is warm, friendly and wants to help you.

Accept and Acknowledge – Accept total responsibility for their situation. You may not have caused the problem, but to the customer you are your company.  Acknowledge the person’s situation, come along beside them and reassure them that you want to help.

Develop a plan to solve the problem – Include the customer in the solution if needed, but you lead the   charge in finding solutions. As a customer, I have been far more upset with companies who don’t try than with companies who can’t fix my particular issues.

If you follow this method you may not make all upset customers happy, but you will have a good chance to save the day and be a   hero to many of them.

I can offer training for your team on delivering and leading excellent customer service. Learn More @ https://philvanover.wordpress.com/services/ or contact me for more details @ PhilVanover@johnmaxwellgroup.com

 

Phil is one of only one thousand leaders worldwide (representing nearly 100   countries) to be trained and certified by John C. Maxwell & his team, as   part of the founder’s circle of coaches, speakers and teachers. http://www.johncmaxwellgroup.com/philvanover/ 

 

Phil works with organizations and individuals to increase sales, productivity and profitability by helping   them improve their leadership, sales and customer service skills. He offers   workshops, seminars, speaking, and coaching on delivering extraordinary   customer service, leadership, and personal development.

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Do You Value Your Values?


    

To maximize service and long-term sustainability an organization must align values, actions and behaviors so that they serve customers, employees and shareholders. For the next few weeks, I plan to discuss how to build or strengthen your organization’s culture to maximize customer service, sustainable growth and employee satisfaction.

Value your Values

  •  Integrity
  • Communications
  • Respect
  • Excellence

Those sound like a good set of values on the surface don’t they?  These values were prominently displayed in the lobby of disgraced and bankrupt energy company Enron. Many executives at Enron were indicted for a variety of charges and were later sentenced to prison.

Obviously, they did not value their “values. Perhaps it would have been more accurate to say,We will strive to make as much money as we can without going to prison and we don’t care who we hurt in the process.”

I took a course in negotiating once and learned the phrase “Listen to what they say, but watch their feet.”  Trust me when I tell you that your employees, customers and business partners all subconsciously are always “watching your feet”.

Values that are not lived every day from the top down, are not values, they are what a friend of mine calls “marketing puffery”.  They look good in a brochure, website or on the lobby wall, but have little to do with what is truly valued.

Your actual company values can be seen by who is hired, who stays, who goes and who is recognized and promoted. An organization’s real values are the behaviors and skills that are valued in fellow employees.

I challenge you to make a list of your values, Enron’s and your nearest competitor, and then ask your employees to rank them as they pertain to your organization. Will they choose your values because they are demonstrated every day?

Review your company values and do some real soul-searching and discover what your customers and people need you to value and if you they are demonstrated at every opportunity.

Phil is one of only one thousand leaders worldwide (representing nearly 100 countries) to be trained and certified by John C. Maxwell & his team, as part of the founder’s circle of coaches, speakers and teachers. http://www.johncmaxwellgroup.com/philvanover/
He works with organizations and individuals to increase sales, productivity and profitability by helping them improve their leadership, sales and customer service skills. He offers workshops, seminars, speaking, and coaching on delivering extraordinary customer service, leadership, and personal development.

 

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