Improve Customer Service thru Professinalism that CATORs to All Your Clients
Improve Customer Service thru Professinalism that CATORs to All Your Clients
Today when trying to reconcile some health care paperwork for my mother, I received not one, not two, but three entirely different explanations as to why something had not transpired. This delay in paperwork cost my mother several hundred dollars. The attitude from the health care staff was she was going to be in a couple of weeks, no big deal. Even though I had personally dropped off this paperwork, the health care provider did not even bother to call me or my mother to notify us of some missing paperwork that wasn’t even on the request form. And health care wonders why they have such a poor reputation.
A client shared with me his story about attempting to meet his client’s need of having a shipment out on time. Calls to the designated inside person went unanswered. Even his direct supervisor could not secure the complete information. Finally, he had to seek help form a Vice President. Now, the inside person feels betrayed and believes he now has a legtimite reason not to return any phone calls. The customer who is worth multi-millions in dollars each year is not happy and who can truly blame the customer.
Another colleague was trying to secure some information regarding an expensive electronic device. Calls to the service department did not provide the necessary answers. Finally a visit to the store resulted in a face to face conversation with the salesperson saying "This wasn’t her job." No wonder customer service appears to have died.
Possibly, every employee should embrace the philosophy of one of my clients who has the following sign throughout his facility from the waiting room to the manufacturing floor.
C. Customers
A. Are
T. The
O. Only
R. Reason
Without customers, no business whether for profit or not for profit would exist. Yet, treating both internal and external customers appears not to be a priority. Rather some employees would focus on everything wrong with their job from being short handed to not being paid enough. HINT: If your employees believe that they are short handed or have too much on their plates, ask them if they waste 12 minutes a day? My experience is that most employees will honestly acknowledge that they do waste 12 minutes a day and therefore their plate really isn't as full as it appears to them.
Granted, one simple word such as C.A.T.O.R. will not increase exceptional customer service overnight. However, by focusing on the customer and aligning all beliefs on such a simple word should begin to develop a culture where Customers Are The Only Reason.
Improve Customer Service thru Professinalism that CATORs to All Your Clients - To learn more about this author, visit Leanne Hoagland-Smith's Website.
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Health care, education, retail and manufacturing all share one common obstacle – the lack of professionalism within and outside of the workplace. Today, I not only personally experienced once again poor customer service because of poor professionalism, but listened to several stories from clients who also were experiencing poor professionalism within their own workplace.
Today when trying to reconcile some health care paperwork for my mother, I received not one, not two, but three entirely different explanations as to why something had not transpired. This delay in paperwork cost my mother several hundred dollars. The attitude from the health care staff was she was going to be in a couple of weeks, no big deal. Even though I had personally dropped off this paperwork, the health care provider did not even bother to call me or my mother to notify us of some missing paperwork that wasn’t even on the request form. And health care wonders why they have such a poor reputation.
A client shared with me his story about attempting to meet his client’s need of having a shipment out on time. Calls to the designated inside person went unanswered. Even his direct supervisor could not secure the complete information. Finally, he had to seek help form a Vice President. Now, the inside person feels betrayed and believes he now has a legtimite reason not to return any phone calls. The customer who is worth multi-millions in dollars each year is not happy and who can truly blame the customer.
Another colleague was trying to secure some information regarding an expensive electronic device. Calls to the service department did not provide the necessary answers. Finally a visit to the store resulted in a face to face conversation with the salesperson saying "This wasn’t her job." No wonder customer service appears to have died.
Possibly, every employee should embrace the philosophy of one of my clients who has the following sign throughout his facility from the waiting room to the manufacturing floor.
C. Customers
A. Are
T. The
O. Only
R. Reason
Without customers, no business whether for profit or not for profit would exist. Yet, treating both internal and external customers appears not to be a priority. Rather some employees would focus on everything wrong with their job from being short handed to not being paid enough. HINT: If your employees believe that they are short handed or have too much on their plates, ask them if they waste 12 minutes a day? My experience is that most employees will honestly acknowledge that they do waste 12 minutes a day and therefore their plate really isn't as full as it appears to them.
Granted, one simple word such as C.A.T.O.R. will not increase exceptional customer service overnight. However, by focusing on the customer and aligning all beliefs on such a simple word should begin to develop a culture where Customers Are The Only Reason.
Improve Customer Service thru Professinalism that CATORs to All Your Clients - To learn more about this author, visit Leanne Hoagland-Smith's Website.
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George LudwigGeorge Ludwig is a recognized authority on sales strategy and peak performance psychology. An international speaker, trainer, and corporate consultant, he helps clients like Johnson & Johnson, Abbott Laboratories, Northwestern Mutual, CIGNA, and numerous others improve sales force effectiveness and performance. Though it's George's strategies and processes that help corporations increase productivity and performance, it's his tremendous energy and dynamism that spark the transformation. Again and again, clients remark on his amazing ability to unleash human capacity and inspire men and women to break out of their comfort zones. The result is a whole new type of salesperson. His customized presentations teach achievers to make stunning advances in their lives. From helping salespeople realize cherished dreams to helping corporations exponentially accelerate revenue streams, George Ludwig leaves audiences and individuals empowered, emboldened, and clamoring for more. George is the best-selling author of Power Selling: Seven Strategies for Cracking the Sales Code and Wise Moves: 60 Quick Tips to Improve Your Position in Life & Business. - Visit George Ludwig's Website |
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Dave KurlanDave Kurlan is the founder and CEO of Objective Management Group, Inc., the industry leader in sales assessments and sales force evaluations, and the CEO of David Kurlan & Associates, Inc., a consulting firm specializing in sales force development. Dave has been a top rated speaker at Inc. Magazine's Conference on Growing the Company, the Sales & Marketing Management Conference and the Gazelles Sales & Marketing Summit. He has been featured on radio and TV, including World Business Review with General Norman Schwarzkopf, in Inc. Magazine, Selling Power Magazine, Sales & Marketing Management Magazine and Incentive Magazine. He is the author of Mindless Selling and Baseline Selling – How to Become a Sales Superstar by Using What You Already Know about the Game of Baseball. He created and wrote STAR, a proprietary recruiting process for hiring great salespeople, and he writes Understanding the Sales Force, a popular business Blog and is a contributing author to The Death of 20th Century Selling and 101 Great Ways to Improve Your Life, Volume 2. - Visit Dave Kurlan's Website |
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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Anne BarrAnne Barr has over 26 years experience in sales and marketing, six years as a franchisee. She has assisted over 367 business owners and purchasers to achieve their goals in career change, transition and exit strategy. She holds the designation of Certified Franchise Executive from the International Franchise Association, Certified Business Intermediary from the International Business Brokers Association and Board Certified Broker from the Texas Association of Business Brokers. Anne is active in professional organizations, networking groups and volunteers for non-profit entities. As owner/operator of four successful businesses, Anne has proven people skills and enjoys helping clients find the right "fit" in business ownership. Visit www.FranchiseOpportunitySpecialist.com for more information about me and my company. - Visit Anne Barr's Website |
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Kim CastleWith nearly two decades in the advertising and design business, with clients like Domino's Pizza, General Motors, Direct TV, Pedigree, Wolfgang Puck, Higher Octave Music, Hollywood Celebrity Products, Disney, and Paramount, as well as thousands of entrepreneurs around the world define, structure, communicate, and position their business for greater profits, BrandU(R) co-creators Kim Castle and W. Vito Montone discovered that entrepreneurs could experience the same power that big brands command for a fraction of the cost with the world's only process-based results-drive Integral approach to business creation. BrandU(R) is helping entrepreneurs grow with the power of extreme clarity from idea...to brand...to market(TM) and helping one million entrepreneurs become successful and whole so that they can make a difference in the world. Are you one of them? If you want to experience clarity all the way to the bank(TM), get started now at http://www.brandu.com. - Visit Kim Castle's Website |
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John PowerJohn Power, founder of Biltmore Franchise Consulting, has extensive experience developing and marketing franchises and business opportunities. He has been in and around franchising for over twenty years. From 1980 through 1990 he conceptualized, organized, and developed the American Video Association. He grew AVA to 2,000 national members, before selling the company it 1990. It was later merged into another home video marketing company. From 2000 to 2005 he worked as a contract marketing and human resources consultant to several local and national companies. In 2005 Mr. Power began working as a franchise development consultant on a full-time basis. Since that time he has helped more than three dozen companies initiate and develop their franchising program. He notes that there are many companies interested in developing a franchise program, and who need his specialized assistance. Mr. Power is a “hands-on” franchise consultant. He said, “I am the ‘nuts and bolts’ person who tends to the details for my clients.” Mr. Power holds a B.S. degree with a major in Marketing. See: www.biltmorefranchise.com You may contact Mr. Power at: jpower@biltmorefranchise.co - Visit John Power's Website |
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John BrennanJohn Brennan Ed.D. Dr. Brennan is President of Interpersonal Development, LLC, a training and development firm. Interpersonal Development has provided sales training and coaching to more than 3,000 sales reps from over 100 companies. A native of Australia, Dr. Brennan received his doctorate from the University of Rochester. His dissertation researched the effectiveness of Behavioral Modeling Technology in training people in interpersonal skills. While he has spent most of his career designing or delivering training, he was also a Vice-President of Sales of a training and development franchise with operations in 25 markets. Dr. Brennan has designed and delivered sales training in North America, Asia, Europe, Australia and the Middle East. He has been a guest speaker at numerous national and regional professional conferences. When Microsoft wanted Best Practices articles on sales for their web site, they called Dr. Brennan. The results are at http://office.microsoft.com/en-us/FX011387391033.aspx His firm’s clients have included Volvo, The Prudential, Merrill Lynch, Eastman Kodak, Gannett, Equifax Europe, the Economist Group and countless small businesses. - Visit John Brennan's Website |
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