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EGO and Customer Satisfaction: Part 3

Align expectations to create a clear path to customer satisfaction.

Jim Stein
Published Date: July 17, 2024

Customer Interaction: Understanding and Managing Expectations
Establish up front what your customer expects from you by asking, “What results do you expect to see from our work?” When you understand the customer’s expectations, you can address any misconceptions before the work begins. After you’ve done this, confirm with a statement about what you’ll do and then ask the follow-up question, “Would that be helpful to you?” or some variation. Gaining her agreement to this question binds you both in a psychological contract. It establishes the standard for satisfactory performance in the customer’s mind. Continue reading “EGO and Customer Satisfaction: Part 3”

EGO and Customer Satisfaction: Part 2

Lead discussions on EGO to inspire professional growth and transform difficult encounters into opportunities for success.

Jim Stein
Published Date: July 10, 2024

Fostering “GOOD EGO”
Figure out how to foster a strong sense of pride in each team member’s quality work, displays of strong work ethic, customer satisfaction focus and professional development. Start by recognizing, thanking, and rewarding each team member on specific accomplishments and moments of success. Expand from there. Once you realize that your job is to foster GOOD EGO, you’ll come up with ideas to do so. Continue reading “EGO and Customer Satisfaction: Part 2”

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