and create enormous disappointment for their favorite people.

The Baldrige criteria are one of the best predictors of organizational success. Employing such a criteria will help to create a customer service culture of professionalism.

Use Internal Customers Feedback

Checking with employees while they are employed and when they leave is a simple way to gauge what is happening within the company. Loyal internal customers or employees are what drive loyal external customers. Performance appraisals and exit interviews can be tremendous tools to elevate customer service.

Ask yourself "Would I Buy from My Company or Me?"

Finally, ask yourself this simple question: "Would I Buy from My Company or Me?" Do you find yourself going to other places to shop or eat? Why are you taking such action? Is it because of company poOne would think with all the resources provided by technology that customer service would not be an issue in today's business world. At any given moment, there is survey after survey showing what customers want and the impact when customers don't receive what they want. With outsourcing being rampant, having an organizational culture where excellence is a habit seems to be a no brainer.

Common sense suggests that if I want to keep my job that is based upon a continual stream of customers then it would be extremely beneficial to deliver professional customer service. Unfortunately, customer service still appears to be a significant issue and millions, if not billions, of dollars are being lost on a daily basis because organizations and employees still don't get it. These 7 tips may help you to stem the tide and create a customer service culture where the goal of professionalism and excellence is achieved each and every business day.

1. Define Your Core Values
The Ritz Carlton had a simple core values statement that was shared by everyone: Ladies and gentlemen serving ladies and gentlemen. Whatever your core values are, they must begin at the top and cascade down throughout the entire organization.
2. Review and Reassess Internal Policies and Procedures
Many organizations set their people up to fail because the policies and procedures are not customer service friendly. For example, I recently returned a phone call to a manager of a national chain who left me his extension. I listened to the automated message and waited to hear the usual statement: If you know your party's 3 or 4 digit extension, please dial that at any time followed by the # sign. When the message wasn't heard, I hit the zero key and was told that it was not an appropriate key. I hung up and re-dialed. Then when prompted for "General Services," I hit the appropriate key and learned I was speaking to someone on the front desk. This automated procedure was not creating a customer service culture of professionalism.
3. Talk to Your External Customers
Many companies have now developed the habit of surveying customers using the Internet. Yet, communicating through technology doesn't allow for the organization to truly hear what is not being said. Remember what is seen is always heard before what is said. Take the time to conduct face to face interviews or at least telephone interviews. A good communicator can sense the tone and the nuances within the speech patterns of the person being interviewed.
4. Develop your Employees
Training is essential to performing any job. Yet, most people know how to answer the phone, but answering the phone consistently is really about development. When I called this hotel manager, 3 different individuals all of whom provided me with a different script greeted me. Knowing that consistency was a significant part of this hotel's training, I knew that only one of them had delivered the "trained" response. In speaking with the manager, he confirmed that all 3 were long time employees and should have spoken the same message. So the issue is not training or learning (the acquisition of knowledge), because the employees know what they need to say, but rather development or performance (the application of knowledge).
5. Align performance to quality criteria such as Baldrige
Just as the favorite cake from Aunt Emma or that delectable soup from your favorite restaurant, you know that every time you take a bite, you will receive exactly the same sense of utter enjoyment. Why? Because Aunt Emma or Chef Tony used the same proportions of quality food each and every time. To deviate from that recipe would spell disaster and create enormous disappointment for their favorite people.

The Baldrige criteria are one of the best predictors of organizational success. Employing such a criteria will help to create a customer service culture of professionalism.

6. Use Internal Customers Feedback
Checking with employees while they are employed and when they leave is a simple way to gauge what is happening within the company. Loyal internal customers or employees are what drive loyal external customers. Performance appraisals and exit interviews can be tremendous tools to elevate customer service.
7. Ask yourself "Would I Buy from My Company or Me?"
Finally, ask yourself this simple question: "Would I Buy from My Company or Me?" Do you find yourself going to other places to shop or eat? Why are you taking such action? Is it because of company pol
Six Sigma Tools for Process Control
Aim for perfection.That’s a pretty lofty concept. It’s definitely not easy – especially when speaking of core business processes. Moving toward perfection requires measurement, analysis and documentation. And if you really want perfection, then you need more sophisticated tools. But is driving toward that ideal of perfection worth the effort?If you want to increase quality and dramatically save costs in production, then, yes, the road to perfection is definitely worth the driving time.Forward Steps, Quality and ProcessesLast time, we discussed process mapping to increase communication a
ry business day.
1. Define Your Core Values
The Ritz Carlton had a simple core values statement that was shared by everyone: Ladies and gentlemen serving ladies and gentlemen. Whatever your core values are, they must begin at the top and cascade down throughout the entire organization.
2. Review and Reassess Internal Policies and Procedures
Many organizations set their people up to fail because the policies and procedures are not customer service friendly. For example, I recently returned a phone call to a manager of a national chain who left me his extension. I listened to the automated message and waited to hear the usual statement: If you know your party's 3 or 4 digit extension, please dial that at any time followed by the # sign. When the message wasn't heard, I hit the zero key and was told that it was not an appropriate key. I hung up and re-dialed. Then when prompted for "General Services," I hit the appropriate key and learned I was speaking to someone on the front desk. This automated procedure was not creating a customer service culture of professionalism.
3. Talk to Your External Customers
Many companies have now developed the habit of surveying customers using the Internet. Yet, communicating through technology doesn't allow for the organization to truly hear what is not being said. Remember what is seen is always heard before what is said. Take the time to conduct face to face interviews or at least telephone interviews. A good communicator can sense the tone and the nuances within the speech patterns of the person being interviewed.
4. Develop your Employees
Training is essential to performing any job. Yet, most people know how to answer the phone, but answering the phone consistently is really about development. When I called this hotel manager, 3 different individuals all of whom provided me with a different script greeted me. Knowing that consistency was a significant part of this hotel's training, I knew that only one of them had delivered the "trained" response. In speaking with the manager, he confirmed that all 3 were long time employees and should have spoken the same message. So the issue is not training or learning (the acquisition of knowledge), because the employees know what they need to say, but rather development or performance (the application of knowledge).
5. Align performance to quality criteria such as Baldrige
Just as the favorite cake from Aunt Emma or that delectable soup from your favorite restaurant, you know that every time you take a bite, you will receive exactly the same sense of utter enjoyment. Why? Because Aunt Emma or Chef Tony used the same proportions of quality food each and every time. To deviate from that recipe would spell disaster and create enormous disappointment for their favorite people.

The Baldrige criteria are one of the best predictors of organizational success. Employing such a criteria will help to create a customer service culture of professionalism.

6. Use Internal Customers Feedback
Checking with employees while they are employed and when they leave is a simple way to gauge what is happening within the company. Loyal internal customers or employees are what drive loyal external customers. Performance appraisals and exit interviews can be tremendous tools to elevate customer service.
7. Ask yourself "Would I Buy from My Company or Me?"
Finally, ask yourself this simple question: "Would I Buy from My Company or Me?" Do you find yourself going to other places to shop or eat? Why are you taking such action? Is it because of company po
A Simply Stupid Plan for Your Success!
Consistant, honest effort will always lead you to a successful outcome in internet marketing! The goal may not be achieved in the time frame that you would like, but it will always come if you have belief and patience in the message of your ad campaign. Look aroung you, nothing of importance was built or constructed over night; and, if it was, then it will be gone over-night, just as fast. Never give in to the fast buck, 6-weeks to success, 3 months to #1, or any other almost instant success program or format. It may take you 3 or more months just understand the magnitude of what it takes to become a successful internet mark
for "General Services," I hit the appropriate key and learned I was speaking to someone on the front desk. This automated procedure was not creating a customer service culture of professionalism.
8. Talk to Your External Customers
Many companies have now developed the habit of surveying customers using the Internet. Yet, communicating through technology doesn't allow for the organization to truly hear what is not being said. Remember what is seen is always heard before what is said. Take the time to conduct face to face interviews or at least telephone interviews. A good communicator can sense the tone and the nuances within the speech patterns of the person being interviewed.
9. Develop your Employees
Training is essential to performing any job. Yet, most people know how to answer the phone, but answering the phone consistently is really about development. When I called this hotel manager, 3 different individuals all of whom provided me with a different script greeted me. Knowing that consistency was a significant part of this hotel's training, I knew that only one of them had delivered the "trained" response. In speaking with the manager, he confirmed that all 3 were long time employees and should have spoken the same message. So the issue is not training or learning (the acquisition of knowledge), because the employees know what they need to say, but rather development or performance (the application of knowledge).
10. Align performance to quality criteria such as Baldrige
Just as the favorite cake from Aunt Emma or that delectable soup from your favorite restaurant, you know that every time you take a bite, you will receive exactly the same sense of utter enjoyment. Why? Because Aunt Emma or Chef Tony used the same proportions of quality food each and every time. To deviate from that recipe would spell disaster and create enormous disappointment for their favorite people.

The Baldrige criteria are one of the best predictors of organizational success. Employing such a criteria will help to create a customer service culture of professionalism.

11. Use Internal Customers Feedback
Checking with employees while they are employed and when they leave is a simple way to gauge what is happening within the company. Loyal internal customers or employees are what drive loyal external customers. Performance appraisals and exit interviews can be tremendous tools to elevate customer service.
12. Ask yourself "Would I Buy from My Company or Me?"
Finally, ask yourself this simple question: "Would I Buy from My Company or Me?" Do you find yourself going to other places to shop or eat? Why are you taking such action? Is it because of company po
Marketing Metrics: The Science That Makes the Art of Advertising Profitable
Would your sales increase if you got more leads, prospects, callers, or visitors coming to your business? Wouldn’t it be exciting if there were a way to achieve this while reducing your marketing costs at the same time? Well, there is a way and I’m going to share that with you right now.Here it is. STOP spending money on advertising and promotions that do NOT produce profitable leads. Then take those dollars you were previously wasting and START investing them in advertising and promotions that DO produce profitable leads.But exactly how can this be achieved? First, you need the type of hard data you get fr
erent individuals all of whom provided me with a different script greeted me. Knowing that consistency was a significant part of this hotel's training, I knew that only one of them had delivered the "trained" response. In speaking with the manager, he confirmed that all 3 were long time employees and should have spoken the same message. So the issue is not training or learning (the acquisition of knowledge), because the employees know what they need to say, but rather development or performance (the application of knowledge).
13. Align performance to quality criteria such as Baldrige
Just as the favorite cake from Aunt Emma or that delectable soup from your favorite restaurant, you know that every time you take a bite, you will receive exactly the same sense of utter enjoyment. Why? Because Aunt Emma or Chef Tony used the same proportions of quality food each and every time. To deviate from that recipe would spell disaster and create enormous disappointment for their favorite people.

The Baldrige criteria are one of the best predictors of organizational success. Employing such a criteria will help to create a customer service culture of professionalism.

14. Use Internal Customers Feedback
Checking with employees while they are employed and when they leave is a simple way to gauge what is happening within the company. Loyal internal customers or employees are what drive loyal external customers. Performance appraisals and exit interviews can be tremendous tools to elevate customer service.
15. Ask yourself "Would I Buy from My Company or Me?"
Finally, ask yourself this simple question: "Would I Buy from My Company or Me?" Do you find yourself going to other places to shop or eat? Why are you taking such action? Is it because of company po
It Happened Again: GM to Lay Off Significant Numbers
It has happened again, and again in a very big way. I am sure you have heard the news that General Motors has announced they are closing plants and letting some 30,000 people go. Some they will be able to relocate, some they won’t.Ford announced they are laying off over 4,000 people as well. This is all devastating news that we should all be concerned about.The manufacturing sector of our economy is the one sector that provides for our society a “ladder” to allow us to move from lower class economies to middle and upper middle class economies. Without manufacturing, it becomes more and more difficult for fa
and create enormous disappointment for their favorite people.

The Baldrige criteria are one of the best predictors of organizational success. Employing such a criteria will help to create a customer service culture of professionalism.

16. Use Internal Customers Feedback
Checking with employees while they are employed and when they leave is a simple way to gauge what is happening within the company. Loyal internal customers or employees are what drive loyal external customers. Performance appraisals and exit interviews can be tremendous tools to elevate customer service.
17. Ask yourself "Would I Buy from My Company or Me?"
Finally, ask yourself this simple question: "Would I Buy from My Company or Me?" Do you find yourself going to other places to shop or eat? Why are you taking such action? Is it because of company policy, prices are too high, lines are too long? If you wouldn't buy from your company, then why should anyone else?
If you use these 7 basic tips, your company can create a customer service culture where professionalism is consistently high and loyal customers are the norm and not the exception.