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The Top Ten Reasons
People Join the Customer Care Coach ®
Advance Career
If you stay the same, you fall behind. Careers advance as skills advance. Our members find that as their leadership and customer care skills improve, so do their relationships with their team and their bosses. This creates more opportunities for growth and success!
Grow profits
Companies that want to maximize profits know it's much more cost-effective to grow loyal relationships with existing customers than to lose customers (and spend money acquiring new ones). Coach members find that they're getting more business (and more "thank you's") from their existing customers. A small 5% increase in customer retention could double your bottom line profit, especially if you own or work for a fixed cost business.
Expand skills
Many of our members are "home grown" managers. While they have extensive skills in their area of expertise, they've had very little formal management and leadership training (usually because training is too expensive or they can't afford to be out of the office for two days). The intentionally low price of Customer Care Coach® and the one-hour-a-week training format takes away the boss's objections. (Or so we've been told.)
Empower team
Today's customers want their problems solved and questions answered NOW. This do-it-yourself empowerment program helps our members understand the benefits of managing their team from a 'power with' approach (as opposed to power over), enabling everyone to consistently create exquisite customer experiences. (Remember, it's actually the customers who have the power. You'd better be equipped to respond to them - or your competitors will.)
Improve culture
The culture is the 'soul' of an organization. A good culture takes continuous, conscientious crafting. Our members become 'landscape architects' as they plan, shape and tend their living environments. With continuous nourishment from the Coach, organizations can go from just 'surviving' to 'thriving.'
Create loyalty
Loyalty is an emotional attachment. This means that when it comes to creating a great customer experience, emotion does belong in the workplace. Pete Winemiller, Vice President of Service Development at the NBA Seattle Sonics and WNBA Storm and a customer care champ, ascribes to JoAnna's F-Factor theory that the Customer Experience is the sum total of FEELINGS they have as a result of interaction at any touch point in an organization. Lots of good experiences = return business. It's the feel good factor. Understandably, after years of being told to leave their feelings at home, most business people need a little schooling in this department.
Sustain Motivation
Some members tell us the best part of the Coach is JoAnna's coaching column - they say it keeps them motivated to keep their teams motivated. Of course - even motivators need a little juice to keep them on track!
Lower Turnover
The number one reason people leave organizations is a poor relationship with their immediate boss. High turnover = higher organizational costs. Smart bosses who learn how to create and sustain an environment where staff members feel great about themselves in the manager's presence tend to keep employees - as well as customers.
Increase Referrals
Exquisite customer care creates great relationships with customers who, simply by shouting your praises to their colleagues and friends, wind up getting you more referrals. Referrals are free advertising and marketing in disguise. Another one of the many ways customer care pays!
Have more fun
Let's see - when you get your people motivated and feeling great about what they do by praising them when you see them doing things right, coaching them with useful feedback and care (not 'constructive criticism'), quoting from Yoda, Pooh Bear and Kenny Rogers (not to mention Einstein and Da Vinci) and celebrating efforts as well as accomplishments, that usually adds to the FUN factor, yes?
Saturday, October 11, 2008
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