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Tag: business coaching

Fostering a Positive Business Image and Culture

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by Kent Boehm

Humor at the meetingHow you conduct yourself in the business world has real-world ramifications on how potential customers perceive you. Large corporations collectively spend billions of dollars curating an image that encourages people to spend their hard-earned money on what they’re selling. With the emergence of social media over the past twenty years, even local and independent businesses take advantage of the exposure they get. While you can put out slick ads and videos to raise awareness of your brand, ultimately the way you conduct yourself and the values you embrace will be the deciding factor for many people. Continue reading “Fostering a Positive Business Image and Culture”

Ten Keys to Customer Loyalty

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by Kent Boehm

Young couple agree to the dealThe goal when creating a customer is to give your customers an unexpectedly positive experience that keeps you and your product at the top of their mind.

Your goal is to have frequent interactions with the customer, so when the time arrives for them to purchase your product again, they will think about you and your business first.

By doing this you start to add value to them that your competitors aren’t doing. This value is often the point of difference that sets you apart and stops your competitors moving in on your key customers. Continue reading “Ten Keys to Customer Loyalty”

True Leaders Are Not Invincible

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by Kent Boehm

True LeadersThe word “leader” often conjures up an image of a driven, successful, almost super-human person who has the power to shape the world around them with their ample amounts of charisma, work ethic, intelligence, and powers of persuasion. Leaders are looked up to in times of crisis, and they are counted on to keep a level head in any situation. This status sometimes lends an air of invulnerability to these people; they are sometimes seen as not possessing human flaws and emotions. That cannot be further from the truth – no matter how confident and head-strong leaders can seem, they feel the same fears, indecisiveness, and insecurities we do. They may put on a facade of invincibility, but they are just as human as you and me. Continue reading “True Leaders Are Not Invincible”

Your Most Precious Resource is Time – Use it Well

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by Kent Boehm

Most precious resource

If you ask a business owner what their most precious resource is, they’ll usually give one of a few answers. Money is the most common, while others say their employees, community, or family. What is less stated is the one resource that can never be replenished or gained back – time. Once you waste your time with something, you can never get it back again. Some busier business owners understand this, but newer ones haven’t yet learned how to utilize their time effectively.

Business owners that don’t have enough time to do things usually have the same problems: they don’t delegate tasks well, they don’t prioritize tasks, and/or they aren’t well-organized in their day-to-day life. These issues are as simple to fix as they are common; most of the time, you only need to make a slight change in how you accomplish or go about completing certain tasks in order to squeeze more productivity in the time that you use. Continue reading “Your Most Precious Resource is Time – Use it Well”

How to Delegate Effectively

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by Kent Boehm

How to Delegate

How to delegate effectively means understanding that delegating tasks and authority is a defining aspect of being a boss, yet personal experience has likely shown you that it’s a skill that many managers lack. Whether it’s a lack of delegation, too much delegation, micromanaging, or putting the wrong people in the wrong places, a failure to properly assign tasks to people can result in a dysfunctional workplace. As the boss of your own workplace, you’ll be responsible for deciding who goes where and who does what. Much of your workplace’s productivity and morale will depend on your ability to not just lead but lead well. Continue reading “How to Delegate Effectively”

Happy Employees Leads to Higher Profits

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by Kent Boehm

Happy employees higher profit

Are your employees just as happy as your customers? When we think of profits we usually associate them with our customers and while they are the mainstream of revenue employees are a major factor when it comes to increasing profits. Focus and invest time into ensuring your customer service team are truly happy with their job and their workplace. Fostering an environment that allows the customer service team to enjoy what they do and excel will translate into a stronger and happier team who want to fulfil customer needs. The quality of life that is provided to employees is one of the greatest factors in how they decide to interact with customers. Continue reading “Happy Employees Leads to Higher Profits”

What Does It Mean to Be Customer Centered?

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by Kent Boehm

What Does It Mean to Be Customer Centered?

Did you know that some of the most successful companies in the world run a customer centred approach? A recent article was published highlighting the top ten companies rated by J.D. Power.  They range from automotive, to finance to insurance; but they all have one main similarity, and that is that they are customer centered. A customer focus is one of the main factors in business success. So what does it actually mean to be customer centered, and how do you know businesses are following through in the process?

A Customer-Centered Business:

Listens to Their Customers

They get to know their customers, understand their needs and then act on it. TD Bank is a great example of this.  One of the reasons they have landed the first in overall customer satisfaction on J.D. Power’s annual Canadian Retail Banking Satisfaction study for the last 10 years is that they listen to their customers. They have launched marketing campaigns such as #TDThanksYou which gave away big ticket items to customers, to simply ensure that systems like their online banking system, are in tune with what customers are asking for. They listened and they delivered. Continue reading “What Does It Mean to Be Customer Centered?”

Create an Excellent Customer Interaction Experience

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by Kent Boehm

Customer Interactions are one of the most crucial components of the customer service experience. Overall customer service skills are crucial for any team; however, excellent customer interactions can set your business apart from the competition. To stay competitive in this city a Calgary company must continually work to keep a strong customer base and here are just a few key factors in maintaining that strength:

Customer Service Continue reading “Create an Excellent Customer Interaction Experience”

Customer Service – Empowering Your Employees

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by Kent Boehm

The customer service team is essentially the face of the company and the first and last impression that the client receives. It is important that there are appropriate actions to take when a customer has a problem that needs to be fixed. One method is allowing your team to take care of the details without requiring management to step in. If front line employees are equipped to manage customer inquiries immediately, your service reputation will increase and your team will feel empowered in their roles. Employee empowerment not only saves you time and resources, but it also builds a sense of confidence in your employees who are essentially one of the strongest aspects of your company!

Think about your own past customer service experiences. Have you heard one of these answers before?

“Sorry, that is not my department I cannot help”

“I will have to speak with my manager who will be in at a later time” Continue reading “Customer Service – Empowering Your Employees”

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