Fwd: February Newsletter

Issue 211

February
2007

Inciting a Yes! Culture

"Do what you do so well that they will want to see it again and bring their friends."

--Walt Disney

Inciting a yes culture can be risky business. Provoking staff to say "yes"more often means customers will keep coming back, and as the Disney quote above reminds us--will bring their friends. Apparently this frightens many of us.

For some unknown reason, inciting a Yes! culture is not as easy as it seems. Something in our organizations is making it more convenient for our employees to say "no," than to find ways to say, "yes."

Customers resent the word "no;" plain and simple. I think it's because most of realize that "no" doesn't mean "no." Allow me to explain. When a customer service representative says "no" to our request, no one really takes it seriously. They utter the word "no" and we hear:

"I won't" or
"I can't, but maybe my supervisor can" or
"I don't want to" or "I don't feel like it" or
"I'm having a bad day" or
"I shouldn't be working with the public" or
"I think you're lying to me" or

any one of dozens of combinations of these statements...but we don't take the "no" seriously. I certainly don't take no for an answer and my experience tells me that you don't either. So, we have to make sure we say "yes" as much as possible; and managers have to make it easier.

Inciting a Yes! culture begins with a few simple guidelines:

First, make sure the rules and procedures are clear to everyone. People need to know what they can and cannot do--and what their supervisor can and cannot do. These should be absolutes and there should be very few cannots. This will automatically increase your "yes" quotient.
Second, reward people for saying "yes!" At the same time, you cannot penalize people for saying "yes!" (This is why the first guideline is so important.) Most people would rather not risk getting "in trouble" than say "yes" to a customer. In other words, they fear management more than the customer--this is disastrous to the bottom line.
Third, do extra things (the value ads) for your customers as often as possible. Then, on the few occasions when you must utter the word "no;" it will seem more acceptable.

While these guidelines are only the beginning, they are powerful tools for a willing organization. Inciting a Yes! Culture in your organization makes customers and staff feel great. Feeling good about your job makes people want to do more and do it well.

Face to Face Trilogy

--by Pam R Parr

JRR Tolkien has nothing on us. He has his trilogy and we have ours! He has Froto and Sam; we’ve got Gail and Pam! He has Middle-earth; we have Planet Earth. He has an unbelievable fantasy world filled with malevolent beings, possessed creatures, evil characters, wretched tormented folks; ours is the world of Customer Service - okay, okay, so there are some similarities; but unlike Tolkien, we have practical tips on working with customers where nobody dies, there are no life-defining battles between good and evil, and we don’t refer to your workplace as Mount Doom.

Our 3-part, industry-specific workshops explore Customer Service inside and out. Together these programs are guaranteed to make you laugh and think your way through dealing with difficult customers("Oh, I wish I’d Said…^©”); what do customers really want in the 21^st century (What’s the Bzz about Customer Service?^©); and the importance of effective communication (“What I really Meant Was…^©"). While these workshops are terrific as a series, they are also very effective as stand alone programs. Just pick your topic and call us! Check our website for more detailed program descriptions.

Now here’s the really exciting part. Beginning with our library customers, Gail and I will be offering these 3 workshops at the MLS office in downtown Chicago! Sessions are scheduled for May 16, 23, and 30; they run 3 hours each, and are open to library management and staff. Space is limited and will be available on a first come, first serve basis. For additional information, please visit the upcoming appearances link on our website.

This I Believe: The Personal Philosophies of Remarkable Men and Women

Edited by: Jay Allison & Dan Gediman

This book, based on the National Public Radio series of the same name, contains short essays that capture one brief--and at the same time enormous--belief that each writer holds to be true.

Whether it's as simple as Sarah Adams' "be cool to the pizza dude;" or as complex as Mary Cook's belief that "there is strength in surrender;" these essays are intimate glimpses into others' lives. And, if you let yourself look--into yours, as well.

Taking the time to ponder what one believes can be heady stuff. This book should have you pondering, not only the question, but also with whom you are willing to share "what you believe." Our beliefs say a lot about us, and we manifest our beliefs through our behaviors--even in the workplace. Which is why I chose to tell you about this book, this month.

Behaviors in the workplace can tell you a lot about the people you work with. Listen to what they say--and don't say--to coworkers, customers, and superiors. Pay attention to what people do, and don't do, when others are watching and when they don't think others are watching. Then, examine yourself in the same way. This I believe--beliefs drive behavior. What is your behavior saying about what you believe?

By the way, you can read some of the essays at www.thisibelieve.org and even post your own.

CONNECT & GROW is an interactive newsletter for business professionals who value commitment and passion in their professional and personal lives.
If you found something of interest in this newsletter, please forward it (in its entirety, please) to a friend or colleague.
The focus of CONNECT & GROW is to provide brief insights into the world of interpersonal business communication. It is edited by Gail Johnson, founder of Face to Face Communications and Training. For more information, a complementary consultation, or initial training assessment email Gail or visit our website