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By Laurie Guest
As I think about what’s ahead for businesses, one thing is certain: the time is now to prepare for a post-pandemic world. Retailers and service organizations need to see this as a chance to evolve their approach to customer service, including creating a multichannel retail customer experience that is always on. One strategy to accomplish this is to make sure your team is prepared to go into the battle with carefully chosen armor. While our interactions with customers should never be seen as a “battle,” I think it’s essential that we look at the near-term challenges as ones that will require a suit of armor. Returning to “business as usual” is likely to present a variety of situations and interactions, not all of them positive. Some guests will be enthusiastic to be back and grant us extra patience when systems are different than B.C. (before COVID). Others, however, may be handling emotions that are raw, making them quick to anger, and frustrated with challenges they’ve been dealt. To me, the armor you prepare your team with now is what will enable them to best deliver on the promises made to your customers, clients, and guests in the coming months. So what will customers be expecting? In our research, we identified three main areas customer service teams need to be prepared to address in response to the predicted post-pandemic expectations: transparency, automation, and the human connection (with a touch of personalization). We’ll take a deeper dive into each of these areas to help you understand how you can prepare your business. Then it’s up to you to get your team “armored” up. Create an army of trained professionals who know how to get things off to a positive (re)start! Transparency: What has changed and what should I expect now? Following any crisis, transparency invites others to trust. Open, direct communication builds credibility and fosters relationships. Staff working from home is predicted to be a long-term change as a result of the pandemic. Just like after 9/11 when flying was never the same, I am confident that the savings alone will lead many companies to continue to support a remote workforce. If you’re one of them, be transparent about it and stop using it as an excuse for “extended wait times” or “larger than usual call volume.” Change those robotic hold messages to be positive and helpful. “We are pleased to offer shorter wait times due to our amazing remote workforce. We will be with you shortly.” In some cases, you may be able to add appropriate humor. I’m a big believer that Creativity + Humor = Connection. To achieve that, the next sentence in your outbound recording might be: “And if you hear a dog bark in the background, we hope you understand. Pets keep us smiling…no matter what questions you ask!” Be clear about changes. If your customers are unaware of the new rules or the reasons behind the change, they’re less likely to graciously comply. This is not the time to “act first and apologize later.” If you anticipate a problem as a result of your changed operations, address it head on. It’s critical that your team work together to find the best words for the common trouble spots surrounding new service situations. For example, replace negative statements like, “Sorry, we no longer offer a free breakfast at our hotel,” with positive, but honest comments like: “In order to keep you as safe as possible and still get your day off to a great start, we have switched to a convenient ‘grab and go bag’ breakfast.” Bonus Action Personalize this experience by asking at check-in which three breakfast items suit your guest’s dietary needs best and offer a selection of fruit, yogurt, granola, or pastries—the same options you provided pre-pandemic. Prep the bags, write the room number on the side, and guests can “grab and go” with a smile! Automation: When can speed be achieved with a smoother process? Consumers like an automated approach if it means a faster and easier transaction. Our local grocery store just added six more self-checkout stations, which immediately removed the stretched lines of shoppers created by the “6 feet apart” rule. Consumers have also become more savvy about navigating online tools and have come to expect they can reach a resolution to most of their issues on your website without connecting to human support. That’s why chatbots, customer portals, and other tools are trending. But just having the tools isn’t enough. You need to find ways to use them to improve your old processes. We board our dog, Otis, at a wonderful place, for which I give glowing testimonials, except for one small thing: every time I board him, I am required to go to their website and fill out several pages of information. They do not have an automated system to allow his record to be kept on file or even the ability for me to scan pages and upload them into the registration platform. So even though Otis is a frequent flyer, I must fill out the information repeatedly. This makes no sense to me! While this complaint has nothing to do with the pandemic, disruption is the perfect time to reset your service levels. Bonus Action Automation doesn’t eliminate human contact. When a self-directed transaction has occurred, consider an after-sale connection. For example, as a small business owner I am acutely aware whenever a purchase is made through my online store. In an effort to provide great service, we have automated systems to give buyers immediate access to the virtual training purchased even if I am sleeping in a different time zone! However, I personalize the experience by sending either a handwritten thank you note or an email letting the buyer know I appreciate their business. This has often led to additional sales opportunities or at the very least keeps me connected to my target market. If everything is left to computers, we quickly loose the rapport on which good business is built. Human Connection: Who needs interaction the most? It’s a bit ironic that a desire for human interaction came up again and again in our research, given that we just learned customers want automation. Which is it? I believe it’s both. Most people want the ability to “do it themselves” when things are going smoothly, but the moment they hit a wall, they want a real, engaged human to help. Here’s what I mean: I love that I can mostly monitor my wireless phone service automatically. I can check my data on the app, pay my bill online, and even shop for new devices without ever leaving my recliner or talking to a salesperson. But several months ago when I saw a huge overcharge on my account, I quickly got frustrated with the chatbot on my provider’s website. I worked very hard to TALK. TO. SOMEONE! After several failed attempts, I finally found a reasonable, intelligent agent to help me. Within minutes of explaining my situation, I had a $175 credit on my next bill. I wish this had been an easier transaction. And, I know I was lucky. Often, customers are volleyed from agent to agent before their issue can be resolved because service teams are so siloed they can’t help with issues that “aren’t in their department.” This drives customers crazy! Cross-train your humans. Of course, the challenge with making human connections is the labor cost. Depending on the size of your company or the product you sell, one-on-one service may be impractical. But I urge you to push yourself with this simple question: Have you put automated systems in place for your sake or your customers? Years ago, I did a lot of consulting work in the optometric field. I found multiple clients with automated phone answering systems to handle all inbound calls. Yet some of these practices maintained schedules that accommodated fewer than 20 people a day. I pushed back on this choice. A well-trained, professional assistant could easily handle the inbound inquires for a practice of that size. If you have the time and capacity, talk to people. The power of the personal touch during this post-pandemic time is significant when it comes to easing tension and answering questions. Bonus Action It makes sense that the higher the personalization of the human connection, the greater the impact, right? Here’s a story that illustrates that perfectly: my appliance repairman, Dave, and I have built a humorous rapport over his two decades of house calls. Last week, when he called at 7:30 a.m. to confirm his arrival time that morning, he didn’t just tell me what time to expect him and hang up. Instead, he added an “air of familiarity” statement by saying, “When I saw your name on the call list I thought to myself, ‘It better not be that darn ice maker causing her trouble again!’” I laughed and replied, “Nope! It’s the dryer this time.” We both giggled a little and an hour later he was ringing the doorbell. What’s interesting is that the owner of the appliance store acts like he has never seen me before when I stop in for more filters, even though we have purchased thousands of dollars of appliances from him over the years. I continue to do business there because of Dave. His personal touch in a mundane interaction is stellar! Map Out Your Strategy and Strap on Your Armor Transparency, automation, and personalized human connections are not new concepts in customer service. But post-pandemic, your team must look at them through a new lens to meet customers where they are. Now is the time to do the work! Is your team ready? Have you started mapping out new policies or processes you want to implement? What staff training will it require? How will you communicate it all to your customers? Your team’s “suit of armor” is complete when you’ve dedicated time to looking at how your organization is handling each of these elements. (Next, add strategic communication, which includes brand reputation and the best words to use in difficult conversations.) Your success in the coming year can’t be left to chance! No matter what lies ahead, you can set your team up to thrive. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success!
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By Laurie Guest
Our beloved dog Otis has started to show his age. With his 12th birthday coming up next month, he has taken on the attributes of a true senior. He wants to eat dinner at 4:30, go to bed by 8, and is slow to get up from a resting position. Over the past year, his appetite has diminished significantly. One day I opened a piece of string cheese, Sargento Colby Jack, and he didn’t care enough to bolt to my feet with those begging brown eyes. That’s when I knew we had a problem. The next day, the vet confirmed our fears: Otis is sick. He had a tumor the size of lemon in his spleen, and after much discussion, our family opted for surgery in hopes we can extend his life a little longer. A week later, when the veterinarian was sharing the results of the pathology report, she made a profound statement that may become my new personal motto. When I asked if there was anything else we could do for him, she replied, “Yes. Don’t be stingy with the treats.” Of course, that was her polite way of confirming what we already knew: Otis Campbell Guest is in his sunset years of life. I jokingly said to a friend, I wish someone would give ME that instruction when my time comes! That’s when it occurred to me that the word “treats” can mean so much more than sweet calories. A treat is anything that makes us as happy as a Milk-Bone makes Otis. My first book, Wrapped in Stillness: A personal retreat guide, has a chapter on figuring out what makes you happy. It includes an exercise to help you identify the things that bring you joy and asks a few probing questions to wake you up a bit. For example, when is the last time you did “that thing” that makes you happy? Over the years as a professional speaker, I have talked with a lot of people side-stage. That’s the moment right after a speech while the room is clearing out and a few people come up to the platform to share a private thought or tell me a tale they know I will enjoy. I cannot tell you how many times a person will share a story of being unhappy in some way— with their job, their boss, even their own actions. I can see it in their eyes, each one is hoping I have a special piece of advice that will make it better. Here is what I know for sure: Happy doesn’t come and knock on your door and say, “Hi, I’m here!” We must go and seek it. Seeking happy might mean setting stronger boundaries in your personal life. Do you need to stop saying yes to every request made of you? Happy might mean a controlled calendar. Who can have a slice of your time and who can’t? Happy might mean planning special events or meet-ups you had to postpone over the past year. Are you ready to take the first step to make that happen? For me, the happy moments are found in quiet times. After several decades of a hectic balancing act of family life versus a career on the road, I realized I’m tired! The silver lining of 2020 was having the chance to rest guilt-free. I took up a new hobby that I love. I’ve completed tasks that have been patiently waiting on my to-do list for years! And, most importantly, I’ve had quiet time to think and plan on what the next phase of life looks like at the Guest House. What’s your definition of a treat? Whatever it is, give yourself permission to be generous in consumption. Now is not the time to be stingy. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! By Laurie Guest
We are headed into the final push of serving our customers during a holiday rush. I think it’s possible that this season could be one of the most challenging we faced in a long time. Why? Because the customer emotions may be running hotter and the pocketbooks may be running thinner. What does that mean? It means we must really be prepared—armored up—for the best possible engagement with our customers. We need to make the experience as pleasant as it can possibly be, every single time they walk in our door. Let me share a brief story. The Saturday after Thanksgiving is often known as Small Business Saturday, and people are encouraged to shop locally in the town in which they live. I am a big fan of shopping locally. I live in a small town of about 45,000 people in Northern Illinois (about 60 miles west of Chicago), and we are not a tourist town. That means that all our small business owners need to survive on local foot traffic. How do they do that? With great service and great products. So on this Small Business Saturday, my husband and I headed out to safely do a little Christmas shopping. We went to four different businesses that offer similar products; home goods, antiques and collectibles. The first store that we walked into was a cute little shop with two floors. At the bottom of the basement stairs the last step is a little awkward and they’ve got a lot of warning signs so that people don’t fall. We were the only customers in the store and two women (the owners, I think) tending the shop. They had not greeted us when we walked in, they never asked if they could help us find anything, they never engaged with us at all. So here’s the part that really bothered me, the only sentence either of them said to us the entire time we were in the store: “watch the step!” As I used the handrail to go downstairs, what I was thinking to myself was “How about I watch the step and you watch the front door?!” How is it possible that we could walk into the store and not receive a greeting? Not receive any type of service to make sure that our needs were being met? There were three items in that store that I would have considered buying, but I ultimately did not because, as you know, I believe in great service to my core. I refuse to buy from someone who doesn’t go the extra mile to make the connection, who doesn’t engage in a way that makes me want to do business with them. And so there is only one lesson for today’s message and that is: this season, you’ve got to mind the door every time that door opens. If you’re not, your customers will feel it and take their business elsewhere. This season, more than ever, is the time to make every interaction count. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! By Laurie Guest
There’s no doubt that the pandemic forced us to adjust how we did business for a time, for everyone’s health and safety. In many instances, businesses were forced to make their services fit into new regulations, which shoehorned both staff and customers into change. This meant sometimes customers had to compromise their expectations on service, convenience and timeliness. These adjustments also revealed opportunities to evolve how business is done in ways we probably should’ve been doing a long time ago. As the world re-emerges in the second half of 2021, it’s time to move on from those pandemic-era adjustments and put the customer first again. Really, we mean it this time! Many changes over the last year will (and should) go away as business returns to a familiar state, much like sliding into an old pair of slippers. But, I bet there are several changes you could consider keeping or implementing in order to really, truly put the customer’s experience first going forward, like:
Offer Fresh Options for Your Customer’s Convenience Even if your business was shoehorned into changes you didn’t anticipate having to make, chances are some of them offer your customers a new type of convenience they’ve now become accustomed to. For example, hotels which once served a hot buffet breakfast were forced to substitute bagged or covered pre-plated breakfasts during the pandemic. For someone like me who prefers to grab breakfast then head back to my room to get ready, this change was actually appreciated as it was much faster to obtain and easier to carry. Post-pandemic, bring the buffet back for guests who enjoy dining that way, but keep the pre-plated option and keep other guests (like me!) happy, too. Another example includes the curbside pick-up service many businesses began offering during the pandemic, like libraries that allowed parents with rambunctious toddlers in the car to simply pull up, snag that week’s storybooks and head off again, no muss or fuss getting kids in and out of car seats or keeping them quiet inside. Maybe libraries don’t have the resources to continue this service long term, but could we get creative about how to carry it over into the post-pandemic world somehow? Maybe they offer a handful of slots per day in a certain window of time when there’s staff on hand to implement it. Just because pandemic regulations are relaxing doesn’t mean we can’t keep in place some of the convenient options customers have come to love. Respect Your Customer’s Schedules Pre-pandemic, Apple Genius Bar appointments at the Apple store could be scheduled in advance, but most other tech-help store fronts didn’t seem to do that. Earlier this year, at the height of pandemic protocols, my daughter and I safely booked an in-person support appointment at Verizon where we had the agent’s undivided attention with no waiting. That’s not at all how they provided service in previous years. Respect your customers’ busy schedules by giving them the opportunity to schedule their service calls rather than waiting in line, and then offer focused, direct attention instead of serving multiple customers at the same time. It might mean seeing fewer customers in a day, but each customer’s experience is likely to be exceptional and the ROI on that may in fact prove greater than headcounts. Bonus tip: what virtual customer service tools did you implement during the pandemic that can stick around going forward? Telehealth visits for minor aches and pains? Video chat tech support for the broken printer? Self-service customer tutorials, resources or troubleshooting? I even know of a wine shop that changed to virtual tastings! They shipped out wine and cheese boxes in advance and then held classes online. Brilliant! I hope they continue that long after the in-person tastings have resumed. Minimize Customer Risk with Adaptive Policies I don’t mind sharing one big business change I’ve made as my calendar books up with in-person events in the coming months. I call it the “No Risk Clause” and it’s simple: since event plans are often still up in the air right now, I’m allowing potential clients to lock in time on my calendar with permission to cancel for any reason without financial risk up to 30 days before the event. Not only is this extremely uncommon in my field, setting me apart from others, it means I have removed all the buying hesitation that comes with planning events these days. Is it ideal for me to have a calendar written in pencil instead of pen? Not really, but it’s more important that my customers (like you!) know they have flexibility while our circumstances continue to evolve. Several times, a client has indicated my no-risk clause was the tipping factor in trying to choose between me and another speaking professional. I may not keep this policy around forever, but I might if the feedback from my clients continues to be so positive. By being adaptable and responsive in real-time, customers really understand that they come first, as they should! How can you spot post-pandemic opportunities in your own business to serve the customer in elevated ways? Ask yourself three simple questions:
Let’s get to back work. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! By Laurie Guest
Maybe you’re like me. Many times over the past months, I have found myself paused in my path. It’s a pause that I can’t quite define, but it’s akin to indecision and that is not a road I find myself on very often. See, I’m a quick thinker and an even speedier decider. Ask anyone who has ever shopped with me. I’m good for one grand tour around the shop and then it is pay and go. If you’re a browser, I’m not your gal pal for shopping. When I create a plan in my business there is a healthy SWOT analysis, then I am off to the races, full steam. Looking back is not an action I was taught. In fact, my father many times would say to me, “Laurie, there is no sense looking in the review mirror, you can only focus on one direction and that is forward.” That’s why when the pandemic hit and most of us faced an abrupt change in how we conduct business, I didn’t freak out. I didn’t rush around and take quick action, I just faced forward. However, for the most part, I stopped moving at all. I stood still on purpose. Facing the unknown is like walking in a dense forest at night. Even with a flashlight in hand, you can only see a few feet in front of you. The darkness that stretches ahead is filled with the unknown, which can be scary. Turning and running back where you came from doesn’t help, it’s just as uncertain in that direction. The opposite reaction is to bravely put your head down and sprint as fast as you can and hope that you reach the other side without tripping on any hidden obstacles. Neither of those choices made sense to me. Moving cautiously, one small step at a time, while allowing myself the grace to rest and not keep up with everyone else was healthy for me. However, I knew that if I kept this mindset long-term there would be consequences, bad ones. Early on, I promised myself that after five months of pausing, I would make a decision on what my next action would be. My choices ranged from retire early to build a bigger boat, with a lot of options in between. In fact, it is mind-numbing the amount of options that exist for what I could do next. As the date approached, I realized that the real answer has to do with the flashlight, not the path ahead. It dawned on me that if I could use a brighter flashlight, I could see the path much better. With a little confidence, my strides could be longer and faster allowing me to pick up some momentum. Is that true for you too? Have you thought about how you can build a brighter flashlight? For me, I found my brighter flashlight in these three things:
A client recently asked me to do an hour–long program on confidence. This is a topic I have never spoken about before, so it forced me to stop and think about what goes into creating a confident self during challenging times. I had a blast giving the program, but what mattered most to me were the emails I received from several who watched the show and said it was just what they needed to hear right now. That’s when it occurred to me that maybe I can be a brighter flashlight for someone who only has a candle. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! By Laurie Guest
If I said, “Let’s play a game of tug of war,” but gave you no other instructions, what would you do as soon as I handed your team the rope? Of course, you would pull as hard as you could against the other team and try to drag them to your side. That’s because the object of tug of war is to get all players on the same side of the line using force. The team with more strength will pull the other side across the line for the win. Tug O’ War Strategies A lot of people make this mistake in business. We try to win others over by forcing them to see it our way. For example, a front desk assistant says to a customer, “I’m sorry, but that’s our policy. There isn’t anything I can do about it.” This is not a statement that will win over anybody. This scenario is like a tough game of tug of war. The customer pulls from one side of the desk, while the staff member pulls from the other. Both are determined to get their way. Now, I would like you to think of the rules of tug of war and replace the words “with force” to a different word and see how the situation changes. Let’s try it. The object is to get all players on the same side of the line…using compromise. “Well, we may be able to divide your fee into payments, but I’ll need to ask you to put down at least a 50% deposit for us to offer that option.” Let’s try another one. The object is to get all players on the same side…with bribery. “We’d be able to knock a little off the fee if you let us put a sign in your yard that says we’re the company doing your re-roofing work.” You do something for us; we do something for you. Another common example of this tactic is when we say, “Today only. Buy one, and get one free.” How about this one? Get everyone on the same side…with peer pressure: “We’re only five new members away from meeting our goal. What would it take to get you to sign up today as a new member?” An Advanced Lesson in Staff Development: A Winning Strategy The list of examples could go on and on. Each one can work, but my favorite way to win someone to my side of the line is through influence. An influential statement might be, “I’m confident we can help you meet your goals by the properties of this new technology. Are you ready to learn how?” Looking for opportunities to turn a tug of war game into an exercise of finding solutions does not come automatically to most staff. We’ve given them policies we expect them to follow and, hopefully, an empowered environment that allows them to think for themselves. We expect solutions-based thinking. A winning strategy is found in the story of a minister on the West Coast, Will Bowen, came up with the idea of a rubber bracelet that would promote a positive attitude. He asked his staff to wear a rubber bracelet. Every time they said something negative, they were asked to take the rubber bracelet off and move it to the other wrist. When the next negative statement was said, move it back. It’s a back and forth game until you condition yourself to quit speaking in a negative way. I first heard about this story when a manager at one of my events raised her hand and shared how she bought the bracelets to use in her business. She started to laugh when she shared about the person on her team who was a boat rocker, a trouble maker, the one she was hoping would catch the drift and change her negative language. After a week of wearing the bracelet, she reported the staff member walked into her office, threw the bracelet down on the table, and declared, “I am not wearing this anymore!” When I asked her why, she replied, “I am so tired of changing it from wrist to wrist. I’m sick of it!” We all got a big laugh out of the fact that she didn’t understand the whole lesson was not about continually changing the bracelet, but her way of thinking. Change the mindset, and you don’t have to move the bracelet. You truly do get to pick how you want to react to things. Avoid making conversation into a tug of war. Look for ways to influence and find compromise. This will lead to an amazing guest encounter. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Laurie Guest
Anyone who performs their work in front of others where applause is customary after completion will understand this immediately. We thrive on strangers noticing us. Athletes, actors, entertainers, and speakers are all cut from a similar cloth. We spend tremendous time alone perfecting our craft, followed by the adrenalin rush of performing, and ending with affirmation that we “done good.” Get paid, rinse, and repeat. That’s our story. When we, along with other non-essential workers, were all swept up in the stay-at-home order, we scrambled to make adjustments just like everyone else. However, the applause-based workers have one of the longest runways back to “normal,” and we are unlikely to see any large crowd engagements this calendar year. That leaves us with LOTS of time to think and cope. My way of feeling productive during a difficult time is to ponder and write. Here are the seven things I learned in the past three months... Our dog loves this new way of life. Meet Otis Campbell Guest. He is an 11–year–old schnoodle. No matter where I go in the house, I can hear the click-click of his nails following behind me. I have been with him almost 24/7 during lockdown. Don’t let his cuteness fool you! He can be a bit much. However, he is wicked smart and if we had spent more time training him, I am confident he could balance my checkbook. But, one thing we haven’t ever insisted on is staying out from under the table during meals. Now that we actually EAT three meals a day at home, this was something we HAD to fix. They say you “can’t teach an old dog new tricks,” but that’s simply not true. In three days, we taught him that “footstool” means go to the living room—three giant steps away from the kitchen table--and sit on the footstool while we eat. (By the way, I make the whole family verbally “applaud” him every time he does it, “Good boy, Otis, good boy!” That is what makes him repeat the behavior.) Why did it take a pandemic to put that command in order? It makes me wonder if there are other things that have never bothered me quite enough to change, but would vastly improve my life. What new rule can you put in place at home or work that is long overdue? Now is the time. Our 19 year-old doesn’t love this new way of life. Allow me to introduce our daughter Ellie. She was enjoying her first year as a college student at a wonderful art school in Milwaukee. Packing up her stuff to return home early and finish her year online was disappointing, as it was for many students. She went from the freedom to control her daily activities to instantly having to follow our house rules, especially those associated with wake vs. sleep hours and time spent on homework. I quickly realized we needed middle ground for our very different lifestyles. After much consideration, we found a perfect solution. The second floor of our house includes her bedroom and a spare room turned into an “art studio.” When she is in either of those rooms, she is “in Milwaukee,” so I pretend she isn’t even here. Her choices are her own. When she comes downstairs for meals or social time, then she is “home” and I can get all up in her business just like any mom does. This concept saved our family. Once we established these boundaries, we have had very few disagreements and she was left to her own devices to finish her school year strong. It’s required each of us to give a little. But isn’t compromise what makes the world go round? What adjustments do you need to make in your workspace in order to decrease confrontation and help transitions? Hair stylists are essential. Nuff said. Some tasks won’t get done no matter how much free time we have. This lesson surprises me a just a bit. There are so many things we say we would like to do if “only we had time.” I had 12 uninterrupted weeks of time, and there are still a few things I didn’t do. Work out, organize hundreds of photos, and learn to cook better are all things I really thought I wanted to do--if only I had time. I was wrong. What surprised you during these 12 weeks? What are you wondering? I would love to hear about it and make it part of a future article. Surprise and wonderment are such interesting topics. I made the right choice with the big decision. There is no doubt that doing life with someone you love and respect is vital to happiness. It is even more important when you are locked down with that partner. Thanks to Tom, my husband of 29 years, for being a joy to be with, even if it is every minute of every day. I’m including this on my list not for you, the reader’s sake, but for mine. When I reread this post in the future, I want to be reminded that I am very lucky person and that should never be taken for granted. Is there someone in your life who deserves some praise and applause from you? Don’t delay, do it today. We are a resilient and creative human beings. Sitting back and watching the really unique and fun things that others created, either out of necessity or boredom, was amazing. In order to keep my own energy and enthusiasm alive during a challenging time, I would look for one creative thing to watch every morning to jump–start my day. Like the Mark Rober, the guy who created a squirrel obstacle course that over 23 million people have viewed. I realize the video is more than 20 minutes long, but you must watch the whole thing. I laughed and I learned. It is excellent. I even tried my own hand at a DIY project. It failed, but I turned lemons into lemonade when my friend Kay Frances interviewed me on her new series “How Hard Can It Be?” She cracks me up. Last I checked, it had 61 views so we are catching up to Mark fast. What new thing did you try? Whose creative spark made you laugh, learn, or feel something? Did you reach out to tell them how much they inspired or entertained you? Real friends appear when you need them. Staying in touch with friends through regular Zoom chats, text messages filled with funny memes, or LSD (Let’s Social Distance) parties boosted my spirits up on challenging days. In April, I made one phone call a day to a colleague in my industry to support each other. In May, I did the opposite. I tried a personal sabbatical and only connected to those who reached out to me. Here is the part that makes me very happy. The number of conversations each month were equal, meaning I “got as much as I gave.” Thank you to those who took the time to think of me and care enough to reach out. How are you giving to others? It is so true that our cup refills faster when we keep pouring out what we can to those who are thirsty. During this rough season of our lives, there are many kinds of thirst. I believe that EVERYONE needs applause in one way or another and it is our responsibility to put our hands together for each other every chance we get. Let’s go do some clapping people! Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Laurie Guest
We have never seen anything like this: a total disruption of our world. This pandemic has impacted our daily lives from small things like gathering with friends to the huge alterations to our livelihood and financial stability as a country. After more than two weeks in my self-sequestered status, I have gone from furiously counting toilet paper rolls on hand to thoughtfully strategizing my business model for when this over. And it will be over. We just don’t know when. As a professional speaker, trainer, and author on customer service, I’ve received many questions from clients on how to handle the interruption of income, the inability to open doors, and the insecurity about when and how to reach out to customers. While the course of action will vary depending on your industry, one thing I know to be true? Now is not the time to lift your foot off the accelerator and coast, waiting things out, or brake and stop all activity. My speaking colleague and friend, Bryce Austin, is an avid race car buff. He shared this interesting fact with me: at Road America, there’s a turn called “the kink,” where cars must go through a tight turn at well over 100 mph, in between two concrete walls. Scary stuff. But Bryce says that tight turn can be a game changer in a surprising way. “Winners of races at Road America overcome their fear of ‘the kink’ and keep their gas pedal flat to the floor. It’s a perfect place to pass those that let fear and doubt get the better of them.” We are in the middle of “the kink” right now, and his advice can help all of us not just survive the twists and turns we’re experiencing. It can help us come out at the end of all this in a better position than we are now. So, if you’re ready to leave fear and doubt in your rearview mirror, now is the time to put the gas pedal down. What does that really mean? In my world, it means focusing on internal processes and improving them, writing more, and spending real time sitting and thinking about what the new normal might look like and how I can be a resource to those who need it. For you, it might be using downtime to train your staff on how to improve service levels when the “all clear” comes. When your competition pumps the brakes because of their indecision about how to communicate with customers, that is your chance to accelerate “into the turn.” Smart Communication During Challenging TimesConnecting and communicating with clients and customers is essential during this crisis. But to be effective, your message and method need to be strategic and intentional. Here are two important guidelines: Craft messages that are relevant to your customer A well-crafted email, a social media touch, or a phone call are all options for connecting. However, beware of blasting your message to a list of people who have never been customers. I’ve received dozens of emails from companies telling me how they are handling the virus and offering to be a resource, but many of them have no social capital with me in the first place. I’m just an entry on a database somewhere. I had a speaker I met for the first time at an event last year (someone who would not give me the time of day when face-to-face) offer, via an email blast, to be my trusted coach because he cares about me so much. Total disconnect and a turn-off for sure. I will never do business with him, even when we arrive at better times. Develop messaging that fits the stage of the disruption In the early days of this crisis, the best type of message contained up-to-date closure information and steps being taken to fight the virus, which may result in skeleton crews or limited access to a facility. The next phase is the one we are in as I write this article, what I hope is the “middle” of the crisis. We have been on “stay-at-home” status for several weeks and the true impact of the situation is beginning to take its toll, while anxiety is mounting in many households. Overnight, some people have become at-home teachers. Others face a total loss of income without a safety net. Now, you are planning to contact a group of people not knowing what their story is or how well they are adapting to these challenges. A poor attempt at empathy or a careless choice in sales language can change the professional relationships they have with you in a heartbeat. I encourage you to give your customer the permission to rest, to take a breath, to exhale. Follow that with an offering of support and any free resources that can benefit them without jeopardizing your own financial stability. For example, links to good articles, expert advice from your industry, or suggestions of actions they can take that are relevant to your niche. In the last paragraph, provide reassurances on issues related to money. You could pause their membership or extend their access time. Finally, foreshadow what you hope to offer or do for them when things are better. Refrain from making promises or guarantees, but end with positive, “stay-in-touch” language. When Is the Right Time to “Sell” Again? I’m not sure there is one right answer to this question. Being married to an attorney, I’ve adapted a popular phrase his profession uses: “It depends.” If you work in an industry that is one step away from essential, like hair salons, sit-down restaurants, and work-out facilities, your reactivation to sell mode is going to come quickly. Work now to craft the language of your messaging so you’re not just mimicking what everyone else is saying. Don’t get lost in the crowd. Get creative! Creativity + Humor = Connection, if you serve an industry where that is appropriate. For example, a hair salon might consider posting this message to social media: “Worried that people now know your REAL hair color? We reopen on (insert date). Make an appointment today and we will send you a free paper bag to get you here!” Those of you in industries that are another step away from essential—entertainment venues, travel, and event planning, for example—may have a longer runway to get back. Your sales language may need to be a little more delicate and a little lighter on the humor. A travel advisor might send this message to a loyal customer: “We are so excited to restart your vacation planning when you are ready. As always, I’m here with great ideas for new places to visit and new protocols to help ensure your health and safety.” The short answer to the question of when to start selling again might be: you don’t sell, you serve. The best way to serve a customer is to understand them well enough to know what they need and combine the right words to offer your services in a way that benefits them. Sales 101 is: Find the pain, provide the solution. Put words to your solution and serve it up! I’ve never driven a race car and I really have no idea what kind of bravery it takes to take a tight turn at 100 mph. But I do understand the concept of keeping my head down and focused during times of change. Disruption can have some positive outcomes. The market will shift and with it will come opportunities—at least for those who put the gas pedal down. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Laurie Guest
Building business is not easy. If it were, everyone would do it. Consider four behaviors that build business, all based on one of my favorite things: boardgames. Each is simple to understand, but may not always be easy to deliver. Read up and do your best! When I was a young girl I asked my mom if I could be in a Monopoly tournament. I won in the first round and can officially own the title of local champion. What a thrill it was! As an adult I realized that the behaviors in the game of Monopoly are the same behaviors that can help you build your business. Know what people land on. Because I know that players land on orange properties the most, I work to grab those first. It’s the same with your customers. Do you know what makes them come to your place of business? Do you know what really brings them back to see you repeatedly? You may think it’s the chocolate chip cookie you offer them while they wait, but it might be the fact that the first person they encounter always knows their name and treats them kindly. Is it possible that you don’t even know why people choose you? Is it more of a guess on your part? Then it’s time to do some research so you can discover your stats using facts not feelings. Build early and build often. The sooner that you can afford to build houses and put them on your Monopoly property, the more likely it is that you’re going to win. There are so many ways for us to spend our resource dollars in business, but I believe the behavior that will build your business is to focus on the staff needs before filling your own pockets. That may be hard for business owners to hear, but in the two decades that I’ve been working with clients, I find one thing to be universally true: successful businesses have reinvested in their biggest resource, the staff. When I say reinvest, I don’t mean provide raises and benefits. I mean investing time, education, training, personal development opportunities, and relationships at work. We all know how costly it is to replace staff. Learn to build early and build often by building up your people. It is critical. Play by the rules.I think almost everyone has at least one house rule when they play Monopoly. These are tweaks to the original instructions that when used enough become a part of the player’s belief that the rule is real. For example, are you one of those families that puts a little money in the middle, and then when you land on free parking, you get the money in the middle? That’s not a real rule. Once you agree to play by the rules outside of the original game, then the manner in which you win changes. The same is true in business. If you have policies on how things are supposed to be done and they exist for a good reason, then honor them from the top down. If the front-line person enforces a policy and the customer asks to speak to a manager, it’s imperative that the next level of authority stand strong in the same stance as often as possible. Otherwise, the customer knows they have found a path to a different answer. Don’t forget why you got the out gameboard. I love to play games, and any time I can convince friends to get out a deck of cards or open the lid to a boardgame, I am giddy with anticipation of fun. One thing I can say without hesitation is I am a good loser. Even though I have a competitive spirit, I never let that get the best of me by feeling angry or frustrated when I lose. I truly just want everyone to enjoy the experience! I’d like to suggest that we remind ourselves of this in business too. Why did we get into this field in the first place? What’s fun about the people who are sharing this experience with you daily? What can you let go that brings anger or frustration? What actions can you take to make your time together as fun as it can be given your circumstances? There you have it. Four ways to build your business with a gameplay mindset. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Laurie Guest
Learning how to handle “The Overs” is a skill. What do I mean by “The Overs”? An “Over” is a guest who is over-friendly, over-researched, or overbearing. The Over-Friendly Although it doesn’t sound bad when you first mention it, many people may feel uncomfortable with over-friendly guests in the workplace. I find it especially true for young attractive women who feel that patients or customers are crossing the line from friendly banters to pickup lines. However, it certainly is not limited to male offenders. Female guests can be just as guilty of crossing the line. What can you do to get out of these situations? I have a three-step approach. Remove yourself from the engagement. Walk away to another part of the facility. Busy yourself with other work causing a physical distance between you and the over-friendly. Be sure to stay professional and formal in your word choices when it is appropriate to reengage. Redirect. When it first starts to sound over the line, redirect with statements like, “Bill, I can’t let you keep talking to me like that. I have to ask that we keep this conversation professional.” Then immediately follow that up with an instruction related to the purpose of the encounter. Refer to another team member. Discuss with your teammates the guest who makes you feel uncomfortable. If possible, refer the guest to another member of the team who can attend to his or her needs in your place. Over-friendly equals insecurity. Knowing this helps me react appropriately toward this person. The Over-Researched For example, a patient presents in the exam room loaded with knowledge from the internet. She has a ream of paper that explains the self-diagnoses, the treatment plan, and a brand-new drug that will best work for her. She behaves as if all you have to do is confirm and prescribe. We all know that many times this data is going to be off-base or at the very least not the standard of care. The best thing here is for the staff to protect the doctor’s time by acknowledging the work that went into the research, showing appreciation for the participation in their care, and giving assurance that it will be shown to the doctor. By doing that, we are able to acknowledge the work that they put into their research. Being proactive and gathering information gives the patient power at a time when they will need it. Acknowledging what they’ve done is the best thing you can do. The Overbearing Guest In this category, we find almost every annoying characteristic that’s difficult to handle. Over the years, I have dealt with people who have sworn at me, said cruel things, and even threatened the staff. In my personal life, I’ve dealt with overbearing people by avoiding them or getting away from them as fast as I can. In business, that isn’t a choice. We have to know how to deal with them. One thing that has really helped me is to see beyond the behavior that annoys and try to remain unaffected by their words. Instead, I let it fall off my back and maybe even look for a chance to use humor. My favorite story about this was the time my patient was an older gentleman who seemed to have lost his verbal filter over the years. He said anything that came to mind. I was finishing up his testing when out of the blue, he leaned out from behind the equipment and smirked, “You sure are fat.” Having been a plus-sized gal most of my life, this was not news to me, but this overbearing older gentleman’s rude remark caught me off guard. I knew I couldn’t be rude back to him. Instead I went with humor. I stepped back, looked down at myself, and said, “What? I’m fat? You’ve got to be kidding me!” He burst out laughing, and I just went on with my work. My feelings were hurt, but I didn’t show it. One of my colleagues overheard what he said. She informed the doctor we were working with about what had happened. I found out later that when the doctor got into the room, he shook hands with the man and said, “I’m happy to take care of you today, sir, but I’m going to ask you to treat my team with the respect they deserve. Laurie works very hard for me, and I will not agree to take care of you as a new patient if you won’t agree to be kind to the people I care about.” How to Handle “The Overs” The man profusely apologized and asked to speak to me before leaving. He said he was very sorry and didn’t know why he even said such a rude statement. Humor worked for me that day, but as you can tell, I’ll never forget it. More than two decades later when I needed to reflect on a person who was overbearing towards me, he is the man who first comes to mind. Overbearing behavior comes from the fear of being incompetent. This gentleman was likely feeling vulnerable in the medical situation he was in, and he chose an overbearing attitude as a way to cope. What all of these Overs have in common is the need for control. They demonstrate that need in a various ways. Knowing how to watch for these behaviors, react appropriately, and remain professional is key. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! |
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