Job Well Done

When someone does a good job, tell them. Please Ring For Serivce

Then, tell their manager.

Not only does it give you a good feeling, but reinforcing good customer service becomes a virtuous circle.

I particularly like doing this when I talk to anyone in a call centre who does a good job. Let’s face it, if you work in a call centre chances are you work long hours and deal with many annoyed, frustrated or downright angry customers. So when I speak to someone who is friendly, professional and helpful I want to make sure they know that I appreciate it.

This week I had to ring a call centre because I wanted to cancel my membership in a car sharing service. The service itself is fine but I never use it and wanted to stop paying the monthly fee. I was hoping to be able to do this online, to avoid the inevitable sales pitch but, of course, they want you to go through the sales team. In any case, I called and spoke to Lloyd, who couldn’t have been nicer or more helpful, in spite of the fact that I was calling to cancel.

At the end of the call Lloyd asked the final ‘is there anything else I can do for you today?’ question, to which I replied ‘yes, I’d like to speak to your supervisor or manager to tell them how helpful you’ve been’. I love doing this. Not only does it reinforce good customer service but it also comes as a pleasant surprise to both the sales person and their manager. In addition, many call centres have points systems, so when you do take the time to provide positive feedback, the sales rep gets a ‘gold star’ and is often rewarded.

Is there a downside to doing this? Yes, sometimes you have to wait on hold for a bit to get the manager on the line, but that time is well spent because not only will you make their day, it will leave you feeling pretty good as well.

I highly recommend you try this the next time you get a nice person on the telephone.

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Ignore Event Prep: Don’t do that. Do this instead.

This article is part of our Don’t do that. Do this instead series.*

Not only does Labour Day signal back-to-school for many, it also signals the start of the autumn event season – possible the busiest season in the calendar.Exhibition floor

If you’re like many people out there, September, October and November can look like one long trip out of the office.  And even though this time of year can be tough to manage (you still need to find time to do your actual job, after all) attending conferences, trade show and meetings can represent a fabulous opportunity to meet new people, connect with customers and create relationships that lead to new business – if you do it right.

So, answer this: once you’ve registered, do you put the event out of your mind until the moment you need to show up? DON’T DO THAT.

Ignoring the event right up until it’s about to happen means that you can lose several valuable opportunities to make the most of the time you will spend there.

DO THIS INSTEAD: Spend a small amount of time to prep ahead of the event.

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Quick win #3: Nail Polish

Nail polish: Tidy it up, or take it off.

This might be one of the quickest wins of them all.  Quick win #3: Nail Polish

If you wear nail polish make sure it’s fresh, tidy and not chipped.  If it’s chipped, either fix it or remove it.

Others notice hands and nails, possibly more than you think, and chipped nail polish never, ever comes across as anything but messy. So, tidy it up or take it off.

Oh, and never, EVER do as a young women who was sitting next to me at a boardroom table did, and that is spend an entire meeting picking off your nail polish. Definitely NOT polished or professional behaviour in the least.

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Your Stories
We’ve all fallen foul of rude or thoughtless behaviour…sometimes it’s even we who have been guilty of it.

If you have a story you’d like to share, please feel free to send me a note and I’ll include it here.

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From Londoner to Torontonian…five years on

London to TorontoFive years ago today I arrived back in Canada, after almost two decades of living in London. Two years ago, I sat in my local Toronto cafe and reflected on my first three years back in Canada.

In that post I wondered what ‘the next three years’ would bring. Well, it’s only been two years and already the business has undergone a massive change: a change of name.

For the first seven years of its life my business was known as MAJ Communications. A name that meant (and still means) the world to me for many reasons, not least because it was a tribute to an incredible individual. However, from the start it proved a barrier when it came to helping others understand what the company did.

I knew, from early on, that a change was needed but it took a long time for me to be ready to make that change, let alone come up with something I wanted to change it to.

This past spring, with new growth sprouting, I had the moment of inspiration I needed and Polished Professionals came into existence.

I truly believe that the new name accurately reflects what I aim to achieve, on every front. Professional, polished behaviour is not about perfection, which is unrealistic (we are human, after all) but rather about having the skills, and understanding, to navigate all situations with grace and aplomb.

Five years on, Toronto continues to present both charms and challenges (don’t get this etiquette expert started on the TTC…) but by far the biggest reward has been the ability to build and grow a business that provides tools, and encompasses philosophies, I believe help everyone, both professionally and socially.

This post would not be complete without an enormous thank you to everyone, on both sides of the Atlantic and both ends of the continent, who has provided friendship, encouragement, support, nagging and love. With the biggest thanks of all to Mum.

I can hardly wait to see what the next five years bring.

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Add Polish to your Conference Experience with our one-day workshop: Conference Confidence
October 5, 2016, Downtown Toronto

Conference season is almost here. Attending events costs us time and money but can provide many great opportunities, as long as we know how to take advantage of them.

Do you and your staff have the confidence and skills to make the most of your investment?

Ours is the only workshop designed specifically to provide the tips, tools and skills your staff need to make the most of attending events.

Click here for more details. If you would like to chat about if this is right for you please don’t hesitate to contact us.

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Your Stories
We’ve all fallen foul of rude or thoughtless behaviour…sometimes it’s even we who have been guilty of it.

If you have a story you’d like to share, please feel free to send me a note and I’ll include it here.

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