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 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”
Helpful Expertise #4: Knowledge + #5: Insights
Harness your expertise and insight to ensure the best possible outcomes for your customers.
Jim Stein
Published Date: June 17, 2024
Knowledge
Expertise is what members of your team know about the various types of work they produce and the industry they belong to. They’ve gained this knowledge through direct experience and study. You’ve trained them on Best Practices, which produce better outcomes, and they use their expertise to communicate with customers and decide how to do the work.
Insights
An insight is a combination of understanding a situation and knowing what to do with this understanding. “I understood that Mary’s job has X to deal with, so we decided to do Y.” Continue reading “Helpful Expertise #4: Knowledge + #5: Insights”