Guest blog from Carol Ritter of CarolTalks.com
I just met a local entreprenuer this week. I was looking to partner with her and found her very interesting. She has a basic philosophy about customer service. “Selling a product lasts for a minute, providing services lives forever.” I thought about that and she’s right, services or service is key to building your reputation in the community. Then she said, “when someone is dissatisfied you can solve the problem so much easier if you “remove the resistance.” That’s not only profound, it’s genius. If you “REMOVE the RESISTANCE” they have nothing to fight with you about. I think that line deserves a GOLD MEDAL. These past few weeks we’ve been watching the ups and downs of the Olympics. American girl wins gold medal in skiing, Russian figure skater wins gold, Canadian female hockey team wins gold. When they won, they were able to overcome all odds, sometimes an inch ahead of their competition and maybe even remove the resistance.
How do you deal with resistance? It all comes down to leadership and training.
Here’s how it works....
1. Practice high impact leadership strateiges
a. Always go the extra mile, inspire your staff, be willing to chip in, give staff clear direction and take care of people, make them feel like they are your one and only customer, follow-up like a Gold Medal Winner
b. Be Consistant - handle all your customers with TLC
c. Take my new friends advice, when trouble hits, REMOVE THE
RESISTANCE-respond with patience, attempt to assist, use repetitive language (I’m sorry you feel that way, I’m sorry you feel that way, I’m sorry), be humble and as a last resort bring a new face to help.
Are you a GOLD MEDAL business or are you standing in line for the silver or the bronze. So many times, I will ask business owners, how’s business? I really cringe when they say, holding my own, so so, or I’m trying my best. Gold Medal businesses respond..... kickin it, over the top, trying some new strategies, last three months were awesome and business is booming. Are you a Gold Medal business our are you chasing the silver and bronze?
Carol S. Ritter, Motivational Speaker Results Only Business Coach & Featured Writer www.caroltalks.com 610-442-4545 www.youtube.com/caroltalks
Carol serves as a featured writer for the Home News and the Lehigh Valley Chamber
Blog.Carol is an accomplished professional speaker, coach and educational consultant specializing in innovative leadership, outrageous fundraising, million dollar marketing, and building organizational alliances throughout the country. Carol’s creative leadership with bullet proof ideas for recruiting MORE MEMBERS, MORE MONEY AND BETTER LEADERS. www.caroltalks.com 610-442-4545 firstname.lastname@example.org Like Carol on Facebook at Caroltalks and CarolCoaches! Carol S. Ritter, Immediate Past President, National Speakers Association Philadelphia