DO YOU EVER FEEL TRAPPED IN THIS VICIOUS CYCLE?
Either you trust your team to do it right –
and they let you down…
Or you find yourself explaining every last detail and
checking in constantly to make sure things get done right?
You’re stressed and frustrated…
If this is YOU, keep reading! You won’t want to miss this class!
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DO YOU EVER FEEL TRAPPED IN THIS VICIOUS CYCLE?
Either you say too much and wish you would have
kept your mouth shut…
Or you freeze up and feel like an idiot when confronted…
only later thinking of the perfect thing you should have said?
Keep reading if this is you! You won’t want to miss this class!
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Challenges: Rarely a day goes by that I don’t hear some mention of “occupancy”. As a whole, we’ve stepped up our marketing efforts and we’re looking for any stone yet unturned. The networking meetings are bursting at the seams - everyone feels a sense of urgency. And for good reason. The economy has presented us with a variety of challenges. Keep reading here to find out what you can start doing today to differentiate yourself from your competitors. Do a good job of this and you will create fiercely loyal and devoted residents and families.
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Devoted Customers are so important because 96% of dissatisfied customers will never tell you the real reason they left. And in the “good ol’ days” they might tell 10 or 12 people why they are unhappy. Today, that can be thousands, thanks to the internet.
And the most compelling reason….it costs 10 times MORE to replace a customer than it does to keep them.
The “STEP” system of Customer Devotion is an acronym for the steps.
1. S is for Service
2. T is for Trust
3. E is for Education
4. P is for People
Customer Devotion is more than policy and procedure – it takes creating a positive emotion in connection with you – with your product/service. How do you create a positive emotional connection?
It comes from people. People create the emotion. In order to make your customers “fall in love” with you, you have to create an experience that they want to replicate, that they want others to experience, that they feel sure nobody else can provide.
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When polled*, 85% of people who were not, nor had ever been, business owners stated they would like to own their own business if “all obstacles were removed”.
“If all obstacles were removed, would you like to own your own business?”
Now, personally I think that number could be closer to 100% if you really stopped to think about if whatever is stopping you from starting a business - whatever that is - didn’t exist, would you at least give it a go?
Would you prefer to work dollars for hours as an employee or would you rather be an entrepreneur?
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S.T.E.P. into Success…Customer Devotion in 4 Steps!
Are You Plagued With a Couple of “Bad Apples” in Your Employee Bushel? Retain the Best and Get Rid of the Rest!
What To Do When Things Go Wrong: Turning “Raging Mad” into “Raving Fan” (Service Recovery)
Personal and Professional Transformation: Leverage Your Emotional Intelligence and See The World Through NEW Paradigm
Stress/Conflict Management: Stop Pushing My Buttons! Keeping Your Cool When You’re Starting To Boil
Targeted Employee Retention: How to Keep Your Top Performers From Grazing On Another’s Grass
Why is Praise so Hard to Give? Discover How to Make it Easy and Effective
The 7 Deadly Sins of Selling: Common Mistakes You Can’t Afford to Make
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Karin Onimus, PHR posted to the LinkedIn group, LinkedHR: (#1 Human Resources Group) the following: “I am looking for ideas on what other companies do as a best practice in this area. What works, what doesn’t? Our company is making some changes to our existing programs and I would love to get some ideas from [...]
“Emotional Intelligence may be the best predictor of success in life.” ~ Time Magazine
You might care about Emotional Intelligence if you would like to be more effective and have more confidence handling…anyone who is pushing your buttons!
Stay tuned for a continuing series on how to increase your level of Emotional Intelligence and overall personal and professional effectiveness!
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“My goal in participating in Expand Your Success is not only to provide transformative information in a fresh and fun way, but also to be a part of an event that provides the extended support from various experts that one just doesn’t get access to every day” says Sullins.
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Madison, WI – August 12, 2009 – Sonya Sullins, Principal Consultant and owner of Human Capital Management Institute, today announced her engagement to speak at VCPI’s (Virtual Care Provider Inc) 2009 Client Connection & Technology Symposium in Milwaukee, Wisconsin. This innovative Symposium will incorporate technology solutions and human capital solutions to build an engaged workforce, create fiercely loyal customers and maximize the efficiencies of technology in” Redefining the Culture of Care”. Sullins will unveil her “S.T.E.P into Success…Status Quo is for Losers” program to top senior living executives, clients of VCPI, from throughout the nation on August 25, 2009.
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