Communication, Customer Service, Goal Setting, Leadership, Strategies, Success

When you think about customer service, do you usually remember the good experiences, or the bad experiences?  How often do you have really memorable customer service?  Unhappy customers tell their friends about their experiences more than happy customers do.  That’s a lot of lost potential customers!  Your goal should be delivering not just a good or great customer experience to your audience, but an excellent one!

Here are a few things you can do to make every customer interaction excellent:

  1. Give your customers as few steps as possible to get the job done.  Don’t make them go through a ton of steps to get something accomplished.  Reduce their effort as much as possible, or do it for them.  Help them solve their problems.  Don’t make them chase their solutions.
  2. Spend time getting to know your customers.  This not only involves them, but it helps you to improve your products or services based on their likes, dislikes, goals, etc.  Creating a personal experience gives your business opportunities to grow.  It also makes your customers feel valued.
  3. Turn a bad customer service experience into a great customer service recovery.  Listen, ask questions, clarify what went wrong, and then start the process of gaining their trust back.  Don’t just walk away from an unsolved problem.

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If you would like further information or you have any questions about this blog, you can email me at pjweiland@actioncoach.com or call 847-739-3079.

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Goal Setting, Productivity, Strategies, Success

Spring cleaning is not just about cleaning and organizing your closets and cars.  It’s also a great opportunity to clean and organize your business.  Spring is on it’s way.  Are you ready to get started?

Here are some ideas:

1 – Since taxes are on your to-do list, why not clean your books.  Get your accounting system organized.  It may be a long process right now, but it will streamline the process for next year, and years to come.

2 – Update and organize your website.  Now is a good time to update your services or products.  Make sure all your links are working.  Make sure all your contact info is correct.  Don’t miss business opportunities because your website is not clean and organized.

3 – If you have a desk-full of papers, or a box-full, get rid of them.  Take some time to scan documents and save them to your computer, or organize them in folders and put them away where you can’t see them.  The less you see, the less anxious you get, and the more productive you become.

4 – Actually clean your office.  Get rid of the clutter.  Purchase tools to organize office supplies.  Create a system that helps you keep track of papers so your desk stays clean.  Surround yourself with inspirational quotes and motivational phrases.  Organize your space so you feel accomplished every day!

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If you would like further information or you have any questions about this blog, you can email me at pjweiland@actioncoach.com or call 847-739-3079.

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Communication, Management, Planning, Strategies, Success, Teamwork

Managers are often in positions where they face stress on a daily basis.  Stress can be handled in many different ways, and the manner in which they deal with the stress depends on the situation.  And if stress is not handles properly, it can take a mental, emotional, and physical toll on everyone involved.

Here are some ways managers can handle stress in the workplace:

1 – Find out where the stress is coming from.  Is it related to the specific work an employee is doing or is it a conflict among workers?  The manager needs to better understand the source before it can be fixed.

2 – Learn how to deal with the stress.  Should there be some type of training that needs to be given?  Should more work be delegated out?  The manager should decide what steps need to be taken to alleviate the stress levels.

3 – Deal with conflicts calmly.  Removing workers who may be causing an issue is a way to handle the conflict without embarrassing or reprimanding them in front of others.  Give them a chance to explain.  The manager should try to work out a solution that both parties can agree on.

4 – Be organized.  A lack of organization can cause stress before stressful situations even arise.  Prioritize tasks more efficiently.  Many managers need to work alone on their own tasks, so organizing and delegating where possible can help lesson their stress levels.

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If you would like further information or you have any questions about this blog, you can email me at pjweiland@actioncoach.com or call 847-739-3079.

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To register for our complimentary workshop, How to Build a Business you can Sell, visit www.actioncoach.com/pjweiland. Let’s work together to help your business grow.

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Culture, Employee Engagement, Goal Setting, Leadership, Success

Would you like to create a healthy culture at work?  Then it’s time to create a health and wellness program for your employees.  When incorporating the following ideas into an organized and structured wellness program, your employees’ health with improve and healthcare costs will go down.

  1.  Prepare a list of healthy dining options close to work.  This way your employees can plan a healthy lunch schedule and even walk to whichever dining option they choose.
  2.  Instead of having break rooms filled with bags of chips and cookies, have fresh fruits and vegetables delivered for employees to eat for free.  Or have a healthy food fund where each employee contributes a certain amount of money each month for healthy workplace snacks.
  3. Provide a bike rack so employees can bike to work.  Include some kind of incentive for those who bike to work more than others.  Have a contest to see who bikes the most to work, with a gift-card for the winner (to a healthy restaurant or for a gym membership).
  4. Challenge your employees to take the stairs (if applicable).  Encourage them to count their steps.  Maybe have a contest for the employee who walked the most steps in a month.  And again, give a tangible (healthy) gift to the winner.
  5. Negotiate corporate discounts for health club or gym memberships in the area.  Employees love discounts on products and services, and it encourages exercise.
  6. Start a smoke-free policy.  Go one step further by providing resources to help smokers quit.

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If you would like further information or you have any questions about this blog, you can email me at pjweiland@actioncoach.com or call 847-739-3079.

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Appreciation, Employee Engagement, Leadership, Productivity, Success

Engaged employees are happier, perform better, and provide a better customer experience. If you’re looking to engage your employees, increase employee retention, and ultimately improve performance & revenue, then you’ll want to use these strategies in the workplace:

1 – Give your employees what they need.  Help them succeed by making sure they have the needed tools and technology to do their jobs effectively.

2 – Train your employees.  Employees want to learn within their position.  Provide and encourage training.  You will also see a rise in retention rate.

3 – Encourage relationships.  Employees want to connect with coworkers.  It’s important to their job satisfaction.  Social interaction is necessary for engagement.

4 – Lead by example.  Create positive engagement by being a great boss.  Employees will stay at their jobs longer if they have responsible leadership.

5 – Listen to your employees.  They want their concerns, suggestions, and ideas heard.  This will empower them to work harder and more productively.

6 – Celebrate accomplishments.  Show your employees appreciation and give praise when it’s deserved.  Recognition is extremely important and many employees will leave their jobs if they don’t get it.

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If you would like further information or you have any questions about this blog, you can email me at pjweiland@actioncoach.com or call 847-739-3079.

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To register for our complimentary workshop, How to Build a Business you can Sell, visit www.actioncoach.com/pjweiland. Let’s work together to help your business grow.

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Goal Setting, Leadership, Management, Strategies, Success

As leaders, we help our companies grow.  And the longer we lead, the more we change the way we choose to lead.  Leaders have a huge impact on the companies they work for, and the employees they work with.

Here are a few common leadership styles used today:

1 – Democratic Leadership:  the leader makes the decisions based the input of every employee. It’s also known as shared leadership.  Each group member participates in the decision-making process.

2 – Autocratic Leadership:  the leader makes the decisions without the input of every employee.  They have control over all decisions.  Advice from others is rarely accepted.

3 – Strategic Leadership:  the leader has the ability to influence others to make decisions.  They motivate and persuade others to share the same vision.  It’s a strategy in managing the employees.

4 – Transformational Leadership:  the leader is always improving, pushing employees outside their comfort zone.  The goal is to develop followers into leaders.

5 – Transactional Leadership:  the leader rewards and punishes employees.  The goal is to keep their employees motivated for the short-term.

6 – Bureaucratic Leadership:  the leader listens to the employees but often rejects their input if it conflicts with company policy or previous practices.  They apply a system of rules for management and decision-making.

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If you would like further information or you have any questions about this blog, you can email me at pjweiland@actioncoach.com or call 847-739-3079.

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To register for our complimentary workshop, How to Build a Business you can Sell, visit www.actioncoach.com/pjweiland. Let’s work together to help your business grow.

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Accountability, Goal Setting, Leadership, Productivity, Strategies, Success

Let’s face it.  We all lose things.  But when we’re disorganized, especially at work, it doesn’t look good.  Let’s appear to have it all together, instead of looking like a scatter brain.  Here are some organization tips to help you get through the average work day.

1 – Put items (papers/projects) into three different categories:  Toss It, File It, Do It

Whether you keep individual boxes in your office, have separate drawers for these things, or just keep them in neat piles on your desk, make sure you organize them.  Everything must go in one of these three categories.

2 – Clear off your desk.

You want to see your desk.  You don’t want to move something every time you need to work on a project.  Remember, as you go through papers, add them to one of the three categories we just discussed.  Keep pens, pencils, and scissors in a nice looking container/organizer on your desk (or in a drawer).  Keep writing pads handy for notes, but out of the way (again, in a drawer).  Clutter just disorganizes the mind and makes people anxious.  Keep it neat and tidy!

3 – Think Technology.

Technology can be your friend, if you’re willing to let it.  Apps on your phone or on your computer/laptop will allow you to get rid of paper piles, note pads, calendars, calculators, etc.  All those items can be accessed digitally instead of cluttering up your desk space.

An organized space helps keep an organized mind, which leads to greater efficiency and productivity.

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If you would like further information or you have any questions about this blog, you can email me at pjweiland@actioncoach.com or call 847-739-3079.

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To register for our complimentary workshop, How to Build a Business you can Sell, visit www.actioncoach.com/pjweiland. Let’s work together to help your business grow.

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Communication, Employee Engagement, Leadership, Management, Teamwork

As a leader, it’s absolutely critical you have effective communication in the workplace.  Communicating effectively helps to eliminate misunderstandings and encourages a healthy work environment.  It also increases work productivity and professionalism.

Here are 8 ways to effectively communicate with your team:

1 – Consider having open meetings.  Your team will be able to hear, feel, and see what you have to tell them.  It allows you to communicate your passion.

2 – Send emails.  This allows you to send messages to your team without them leaving their projects/work stations.

3 – Have one-on-one meetings.  Spend time with your team members on a one-on-one basis.  This helps build relationships and better understand each other.

4 – Avoid a tense environment.  You want to provide a receptive atmosphere.  Your team should be able to communicate without feeling afraid.

5 – Train your team.  Communication during team training events can be very effective.  It’s the perfect time to give praise or reward those who deserve it.

6 – Listen to your team.  Don’t just talk to them, listen to them.  Listen more than you speak.

7 – Present information to your team.  Presentations give them an opportunity to ask questions and communicate to other team members.

8 – Encourage feedback.  Give your team members a chance to communicate back.  This can measure the effectiveness of your communication style.

Effective communication makes for a happier team, a productive workplace, and a phenomenal team leader.

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If you would like further information or you have any questions about this blog, you can email me at pjweiland@actioncoach.com or call 847-739-3079.

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To register for our complimentary workshop, How to Build a Business you can Sell, visit www.actioncoach.com/pjweiland. Let’s work together to help your business grow.

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Accountability, Goal Setting, Success

Goal setting is very powerful, if done right.   If you are good at setting goals, and sticking to them, then you have a higher chance of achieving great results.  If you are failing to set goals, then you might have a trust issue with yourself.  Keeping commitments increases our confidence within ourselves, allowing us to achieve amazing results.

Often not achieving our goals is because we set unrealistic ones.  So, how do we set realistic goals and achieve them?  We do this by setting S.M.A.R.T goals.

S.M.A.R.T. goals are:

  • Specific (simple, sensible, significant)
    • What do you want to accomplish?
    • Why is this goal important?
    • Who is involved?
    • Where is it located?
    • Which resources or limits are involved?
  • Measurable (meaningful, motivating)
    • How much?
    • How many?
    • How will I know when it is accomplished?
  • Achievable (agreed, attainable)
    • How can I accomplish the goal?
    • How realistic is the goal?
  • Relevant (reasonable, realistic, resources, results-based)
    • Does this seem worthwhile?
    • Is this the right time?
    • Am I the right person to reach this goal?
  • Time-framed (time-based, time limited, time-sensitive)
    • When?
    • What can I do in six months from now?
    • What can I do in six weeks from now?
    • What can I do today?

By focusing on smaller, short-term goals, we have a higher ability to achieve success.  Set your goals based on the S.M.A.R.T principle so you have the best chance of achieving your goals.

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If you would like further information or you have any questions about this blog, you can email me at pjweiland@actioncoach.com or call 847-739-3079.

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To register for our complimentary workshop, How to Build a Business you can Sell, visit www.actioncoach.com/pjweiland. Let’s work together to help your business grow.

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Appreciation, Customer Service, Leadership, Success

It’s important to keep your product/service at the top of your customers’ minds.  This means you need to have frequent interaction with them, giving them unexpected positive experiences, adding value that sets you apart from your competitors.

Here are some ideas that will gain customer loyalty, and give them a reason to keep coming back:

1 – Thank You Notes:  Hand-write personal notes, thanking them for their business or saying you appreciate them.  Your customers will rave about you.

2 – Following Up:  Always follow-up with a note, phone call, personal visit, or an email.  Don’t assume your customers are always happy with your service/product.

3 – Product Purchase Anniversary:  Take a moment to send a card to update them on your business, to check that everything is going well, or to remind them their warranty is about to expire.

4 – Company Birthday Celebration:  Thank your customers for helping your business grow.  Send them a personalized note attached to an advertisement telling them about your birthday sales.

These small gestures will make your customers feel valued, special, and important.  They may be small acts, but they can yield big results.

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If you would like further information or you have any questions about this blog, you can email me at pjweiland@actioncoach.com or call 847-739-3079.

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To register for our complimentary workshop, How to Build a Business you can Sell, visit www.actioncoach.com/pjweiland. Let’s work together to help your business grow.

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