May 2015

Often, when women hear themselves on TV or Radio, they’re dismayed. “Does my voice really sound that high?” Yes-- and no. Our own voice does sound deeper to us than what others hear, but the real culprit is something you can control.

The talent wars are making a come-back and employee retention will represent the most important competitive edge a business has. If your company has the best talent in your industry, if you’re not spending thousands of dollars on replacing key staff, if you are the magnet for employees – just imagine that competitive edge.

Where to start? Business owners are innundated with “best employer practices” and there are countless examples to follow, but here are some key pieces and sample best practices in this complex puzzle.

Here’s a recap of the steps so far providing exceptional customer service:

1. Manage customer expectations in advance of your customer making a purchase. It will reduce customer upsets substantially.

2. When a customer  expresses an issue, actively listen by recapping what they have said and address their feelings.

3. Listen to the entire story following the active listening process.

Once you have actively listened to the customer (see Part 2) then you and the customer will become calmer and more open to a solution.

It is important that you allow the customer to tell his or her entire story. In most cases the problem will have occurred because the customers expectation were not met. This is where the mending needs to take place. In Part 1 of this tip, I addressed managing expectations.