Top 10 Posts
Here, you’ll read our handpicked blog posts and gain unique insights to build your company for the long term. Use these powerful concepts to elevate your local company for Quality Customers.
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”
EGO and Customer Satisfaction: Part 1
Encourage your team to cultivate pride in their expertise while staying open to diverse perspectives.
Jim Stein
Published Date: July 3, 2024
Does your staff ever unconsciously exhibit moral superiority because they believe they’re right about an issue? Hey, they might be right, but enhancing communication requires them to be open to views and thought processes that they believe to be flawed. “I’m not you” should be taught to staff—the customer needs to feel like they’re getting an attitude of openness and understanding to their frame of thinking and experiences.
I want to share some lessons I’ve learned from observing what customers are thankful for when choosing Diamond Certified® companies and what they wish for when things go wrong. I’ve come to realize that most of the time, the difference between good or bad performance and happy or upset customers comes down to EGO. Your company’s quality performance and your team’s ability to deal with a range of customer personalities will improve after you think about and talk to your team about EGO. Continue reading “EGO and Customer Satisfaction: Part 1”