What is the Power Sales Training Boot Camp all about  anyway? What’s in it for me?

Happy Valentine’s Day from Knapp Consultants!

Wishing you a beautiful day filled with love, laughter and special moments – from Knapp Consultants!

We’re excited to announce the start-up of our new Motivational Sales Training Boot Camp sessions for 2012!

Are you really ready for the New Year? As 2012 arrives quickly we can close our eyes and almost hear it whisper to us “One, Two, Three… ready or not, here I come!” Just like in the days of our childhood hide and seek play, before we even had a chance to figure out what our next move was going to be, the countdown was over and it was time! Now is the perfect moment to stop and reflect on our accomplishments of the last year and consider where we want to go in the coming year.  You have the power to make those decisions.  It’s up to you to use it !

OK, let’s get started.  First, eliminate all distractions, sounds , whatever.  Sit quietly and ask yourself this question :  “What do I want to accomplish in 2012?” Having a clear definition of your goal is the first step in reaching it. If you don’t know where you are headed than you don’t know what direction to take.  Running a business can be frustrating, stressful, and confusing, at times.  Having goals that provide direction and motivation help us stay creative and enjoy what we are doing.

You know, they say “Time flies when you’re having fun” and I don’t know about you but I think it flies whether you’re having fun or not! It’s happening whether we are prepared or not and we certainly aren’t getting any younger!

Success isn’t something we stumble upon. It isn’t something that arrives at our doorstep by chance or accident. We don’t wake up one day and find that we’re successful. We reach success after a period of time in which we have defined, planned, programmed, worked, walked, sweat, struggled, analyzed, reworked, and believed we could actually reach it. It’s not easy but it isn’t impossible either. It takes clarity, determination and persistence but it can be yours!

In real life you get to define the direction of your business and you should. Do you want to grow or downsize? Should you move to a new location or work from home? Do you want to make more money? Do you want to take on a partner or hire a new employee? Do you want to add a new service or reduce your product line? All of these questions you need to ask and answer yourself and then define what your plan is for 2012. You can’t expect to walk into 2012 without goals and a game plan on how you will achieve them.

Part of what I do as a Business Coach is to sit down with you, as a client, and walk you through this process. I can help you understand where you are, where you want to be and what it’s going to take to get there. My years of experience give me the opportunity to see what you can’t see and then help you plan how to get there.  We can define what you would like, what you absolutely have to have and that middle ground that is a compromise between the two. We can create a realistic, attainable and sound plan for you to start your New Year knowing where you are going and how you’re going to achieve your success.

Sometimes people forget that they have to spend money in order to make money. Sometimes they forget that it’s much better to hire someone that can help them figure it out from a different perspective.  It’s easy to be so close to our business that we don’t see opportunities right under our nose.  Gaining another opinion and brainstorming with other professionals just makes good sense.  I do the same thing for my business.  I have learned that it can cost me more money to try and figure things out by myself instead of bringing in another professional to help share ideas and their expertise.

Knapp Consultants has been offering Business Consulting and  EMPLOYEE DEVELOPMENT TRAINING for over 23 years! You can contact me,  Lee Knapp to hear  how I can help you grow your business and further develop the skills of your employees. . (239) 481-8557 or visit www.LeeKnapp.com for more details!

Happy New Year from Knapp Consultants!

Wishing you Prosperity, Joy and all good things for this New Year 2012 from Knapp Consultants!

Happy Holidays from Knapp Consultants!

Merry Christmas and Happy New Year from Knapp Consultants!

This time of the year is a busy time of the year for just about everyone! People are busy shopping, traveling, going out to do this or that… everyone needs or wants something new and if you’re selling, you’re in business! Over the years I’ve noticed that some people get so caught up in the business and craziness of this time of year that they forget to learn from the experience. Wisdom is all about acquiring knowledge over the years based on the individual experiences you’ve had. This is no different in the Customer Service part of your business – there is so much to learn!

Unhappy or disgruntled customers offer the perfect opportunity for you to learn, grow and become that much better for the next person walking in the door. Life is all about a matter of perspective and maybe you need to shift your perspectives when it comes to customer service. An unhappy customer isn’t just a pain in the neck or a “problem” for today. This valuable person could actually be teaching you something very important about your business. This experience isn’t ONLY about making them happy and getting them out of your way so you can get back to your TO DO list…. there is so much more here!

Think about the last week, month or quarter of your business. Now stop to think of the complaints you have had or the customers that have needed a little extra attention to make them happy. How many of them were experiencing the same issue? Did you REALLY make them happy or did you just do whatever was necessary to get them to stop complaining? Did you solve the problem long-term or just put a band-aid on the leak? Where they really impressed with your service when they walked out the door? Are they really coming back? What story will they tell their friends and family about you?

The next time you get an unhappy customer think about the greater picture and everything that is at stake. Look at that person as a opportunity to better yourself, your business and your performance. Take on the challenge and make sure they are truly happy when they leave your place of business or hang up that phone. Here are a few tips to consider when dealing with customer complaints.

MAKE SURE YOUR CUSTOMER IS SATISFIED.

• Let the customer know you appreciate them and want to help. 
• Be prepared to properly handle all customer concerns. 
• Learn how to communicate effectively with difficult situations. 
• Go the extra mile and make it look easy. 
• Always practice the principles of exceptional customer service.

Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. – Peter Drucker

Knapp Consultants has been offering Customer Service Training for over 23 years! Please contact Lee Knapp to find out how she can help you and your employees increase your sales and improve your customer satisfaction. (239) 481-8557 or visit www.LeeKnapp.com for more details!

We’ve received some great feedback on our Customer Service blogs that we’ve been putting out lately so here’s another one just of you! Knapp Consultants is all about helping you get on the path to success. We want to give you all the tools and techniques you need to create the best business you can possibly have. We understand that one of the key elements in a successful business is Customer Service so today we’d like to talk to you about meeting your customers needs.

MEET THEIR NEEDS!

Customer Service is growing in importance as a competitive business differentiator in this difficult economy. Competition is fierce and people are becoming more and more selective in how they are spending their hard earn money. The way you view customer service and the importance you give it in your day-to-day work environment is more essential today than ever before!

Think of customers as individuals. Once we think that way, we realize our business is our customer, not our product or services. Putting all the focus on the merchandise in our store, or the services our corporation offers, leaves out the most important component: each individual customer. Make sure your customers know how important they are to you and go the extra mile for them. Everyone wants to feel special and appreciated so remember that when dealing with your customers.

The other day I was having lunch with a good friend and she told me a story about great customer service that I want to share with you today. Just so happens that my friend (let’s call her Melany to protect her coffee addiction identity) absolutely loves coffee and has for years. Every chance she gets Melany will drive out of her way to get to Starbucks and enjoy her morning Vanilla Latte. Now I can appreciate a good cup of Joe every now and again and Starbucks has good coffee but paying $4.20 every day for coffee – “ouch” I say, let me brew my own at home and save on the gas! Well, as we’re sitting there eating lunch, she’s sitting across from me drinking the coffee she brought with her (from Starbucks!) she tells me: “Oh, the $4.20 I pay for coffee everyday isn’t JUST for the coffee. As individuals we all want to FEEL good and be happy Lee, you know that! I pay extra for a specialty feel good, happy moment because that’s exactly what I get every time I walk in to get my coffee. The staff is always positive, professional smiling and courteous. They never rush me and they always go out of their way to talk to me, make me feel good and it seems like I really matter to them. They know me by name, even the new people learn it after a few visits. They also remember my drink so I don’t even have to repeat my extra long order… I just walk in the door and get treated like a princess. Everywhere else in the world I’m just plain Melany, but I walk into Starbucks and I’m “Special” and I matter! I always walk out of there with a smile on my face and a great cup of coffee. If they ever goof up they don’t just fix it right away but they give me a FREE coffee for my next visit. Who doesn’t like FREE?”

I thought about what Melany said and she’s right. People are willing to pay EXTRA to be treated special and to feel important. So this is my message to you today. Understand that your clients are people and that people simply want their needs met – all of them! Here’s a few tips to think about when treating your customers.

PROVIDE FOR THE NEEDS OF THE CUSTOMER.

• Perform all the tasks and duties required for the customer.
• Communicate clearly with the customer.
• Make appropriate supportive comments.
• Practice professional customer service skills.
• Smile, be happy and let them know they are important!

If you do build a great experience, customers tell each other about that. Word of mouth is very powerful. Jeff Bezos, CEO Amazon.com

Knapp Consultants has been offering Customer Service Training for over 23 years! Please contact Lee Knapp to find out how she can help you and your employees increase your sales and improve your customer satisfaction. (239) 481-8557 or visit www.LeeKnapp.com for more details!

So we’ve been on a roll lately blogging about Customer Service and today is no different! We’ve been sharing with you these tips, ideas, advice and knowledge about how you can take your business to the next level with GREAT customer service. It’s funny to think that some people don’t realize that customer service starts with the management team. The employees, like children in your home, will learn what you teach them and the quickest way they learn is by your example.

A leader can shape his followers best by showing them the way forward rather than telling them about it.  If you want to show your team how important serving your clients is make sure that they can see you taking it seriously and going the extra mile. If they can see that you are committed they are more likely to follow your example. Employees are people first and they need to be treated well as feeling like they are valued and appreciated. When your customer service team has high spirits, they feel good, they enjoy their job and appreciate their leader they are more likely to go the extra mile to please the customer and improve your bottom line!

To paraphrase Gandhi if you want to make a change be the best example of that change and others will follow. Here are some thoughts to keep in mind when dealing with your employees. (this also works great with children!)

IF EMPLOYEES…

If employees are constantly criticized, they learn to condemn.

If employees are treated with hostility, they learn to be hostile.

If employees are ridiculed, they learn to keep their ideas to themselves.

If employees are made to feel guilty for their mistakes, they learn to hide them.

But….

If employees are treated with tolerance, they learn to be tolerant of others.

If employees are encouraged, they learn to be confident.

If employees are praised, they learn to try harder.

If employees are treated with fairness, they learn to be forthcoming.

If employees are given security, they learn to trust.

If employees are given approval, they learn to value accomplishment.

If employees are treated with acceptance and friendship, they learn to be loyal.

This was taken directly from Lee’s handout sheets for her Customer Service Training course. Please feel free to call (239) 481-8557 or visit www.LeeKnapp.com for more details.

Example is not the main thing in influencing others.  It is the only thing.  ~Albert Schweitzer

Customer Service is a big part of every business and unfortunately it’s one that often gets forgotten. Every year business owners spend hundreds and thousands of dollars in advertising, marketing, getting the best packaging for their product, securing the perfect location, etc… - it’s all a part of doing business, right?  So why doesn’t it always work? Well often times they are missing a really big element – Customer Service! In this new blog series we’re going to review several tips, tricks and ideas on how you can become a successful business person by improving your customer service skills! If you missed it, click here to read Part 1.

Part 2 of “THE FOUR CRITICAL STEPS TO CUSTOMER LOYALTY” 

2. KNOW YOUR CUSTOMER!

If we take a look at the big business successes of the past it’s not that difficult to see that the leader or person in charge of that company or business had a pretty good idea of what the end-user wanted and was then able to fill the need in a manner that made the client happy. Take Steve Jobs for example – he was able to take Apple from a dream idea to a household name with products that everyone doesn’t just want but HAS to have and right now… how? He had a knack for knowing what people wanted. Even when everyone else around him said it was crazy, impossible or a waste of time, he not only made it happen but he created a success out of it.

Now I know we all can’t be Steve Jobs and we certainly don’t have crystal ball or magic powers to see what our potential customers want but there are plenty of fundamental and basic tips to great customer service. There is a lot that you can do as a provider of a product or service to research and learn more about your customers and what they need. Below are just a few tips to help you get started!

IDENTIFY THE CUSTOMERS NEEDS 

• Know their timing needs. 
• Try to anticipate their needs in advance. 
• Be able to ‘READ” their attitude. 
• Practice skillful listening with care. 
• Create two-way dialog.

Knapp Consultants has been offering Customer Service Training for over 23 years! Please contact Lee Knapp to find out how she can help you and your employees increase your sales and improve your customer satisfaction. (239) 481-8557 or visit www.LeeKnapp.com for more details!