Coaching Tip #1010 "Choices"

Each day, we make countless choices which take us toward what we want or away from it. Most of those choices are made with little or no thought - out of habit and conditioning - and are merely a reaction to what we are experiencing at the time. Today, notice when you are not enjoying your experience, and then, look to your choices to see if the secret to your happiness lies in making a different choice.

Business Times Column #72

Are Your Team Members Your Biggest Fans?

Article date: Feb 19 2014

Marcus Straub

The primary aim of any business should be to create raving fans out of its customers. After all, if your customers don’t like you, they aren’t going to do business with you and certainly won’t recommend you to others. But how does one go about creating raving fans out of their customers?

As a professional business development coach and consultant, I suggest the best way to create raving fans out of your customers is to first create raving fans out of your team members. They’re the ones who interact with your customers on a daily basis and deliver customer service. They also control the quality of the products and services you provide. If your team members don’t trust, respect and like you, your business will suffer due to decreased customer satisfaction.

So how do business owners create raving fans out of their team members?

Let’s consider some primary things people want:

People want to feel important. They want to know they matter and to contribute something of value to the team. Creating this feeling in your team members is as easy as involving them in the decision-making process. If you’re truly running the company and they’re working in operations, your team members likely will be aware of things you aren’t.

Ask for, listen to and really consider their input as you make decisions and implement changes. This doesn’t mean you take action on everything they suggest. But it does mean you think enough of your team members — and ultimately your customers — to get their perspectives and implement their great ideas.

People want to be liked and accepted. This is a basic human need. You treat people you like very differently from those you don’t like. When you like someone, you take an interest in them, build a relationship and care about them.

Your people aren’t merely assets, resources or cogs in the wheel. They’re human beings with lives, challenges, hopes and dreams. Take the time to get to know your team members. Team members who are treated this way develop a real sense of loyalty and commitment to the business and the customers it serves.

People want to feel valued and appreciated. Don’t you? Praise your team members openly for a job well done. They aren’t going to be perfect. But if they give their best, reward them with some recognition so they know they’re valued and appreciated by you.

Another way to reward your team members is with spiffs, bonuses, trips, trainings or educational opportunities they want to attend — and raises. When a member of your team does consistently high quality work, is on time, improves their skills and abilities and treats customers with the utmost regard, pay them accordingly. Otherwise, they’ll work for another business and turn its customers into raving fans.

Consider this: The average person will work 104,000 hours of their waking life. This means a significant portion of their life will be spent away from family and close friends. It’s important to create a work environment that functions as a second family, because that’s really what it is. In a strong and mutually beneficial family situation, individuals are valued, cared for, supported, encouraged and rewarded. People in these types of family situations thrive. The same is true of team members in a work environment.

When people are treated this way, they return the favor. They’re motivated, caring, loyal and willing to go the extra mile for the customer because business owners do the same for them. This is leadership by example. Turnover decreases, efficiency and productivity increases and sales are captured, not lost.

When your team members are your biggest fans, they create raving fans of your customers. Happy customers are repeat customers and a great source of referrals. Under this business model, your operation will grow its market share and generate higher revenues — and you’ll earn a greater return on investment.

The bottom line is this: Customer loyalty starts at the top — with the business owner. Who you are and how you treat people in the process of doing business will be the ignition point for customer satisfaction, loyalty and overall business growth. As you begin to involve, value, care for, recognize and support your team members to a greater degree, the quality of your business rises right along with them.
Related Articles:

1. Are you held hostage by a member of your team?
2. Are you building a powerful business team?
3. Are you working to expand your team’s potential?

About Marcus Straub

Website: http://www.lifeisgreatcoaching.com

 

Marcus Straub owns Life is Great! Inc. in Grand Junction. His personalized coaching and consulting services help individuals, business owners, executives and companies build teams, organizations and lives that are filled with happiness and success. He is the winner of the 2011 International Coach of the Year Award, and is also the author of “Is It Fun Being You?.” He is available for free consultations regarding coaching, speaking and trainings. Reach Straub by phone at 208-3150, by e-mail at marcus@lifeisgreatcoaching.com or on the website at www.lifeisgreatcoaching.com.

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Read More Articles by Marcus Straub

Coaching Tip #1009 "Trust"

In all relationships, high trust equals low stress. Think about your personal and professional relationships: those that contain the highest levels of trust are the least stressful, most successful and easiest to enjoy. Actively engage those relationships in your life where trust flows freely and enjoy these precious gifts. In your relationships where this isn't the case, work with the other party to discover what is compromising the trust  between you and do what you can to rebuild it. Building trust with others is well worth the effort.

Coaching Tip #1008 "Empower Yourself"

As you encounter disruptions, unexpected occurrences and other challenges both large and small, catch yourself quickly and choose not to get caught up in them. Take a deep breath or two, and begin to talk yourself out of any problem mindset that tries to take hold of your perception. Remind yourself that this too shall pass just as all previous challenges have. If you can, let go of your worry, frustration or anger. If you can’t, decide what step you will immediately take to move forward in a better way. Remind yourself that you have what it takes to deal with the challenge and continue on, empowered in the face of your reality.

Coaching Tip #1007 "Hope"

Where there is hope, there is possibility. The possibility for happiness, adventure, success, health, love, peace, joy... If you are filled with hope and the belief that life is a gift, share your energy with others who are struggling to believe in a better day. If, on the other hand, you are having trouble seeing the light at the end of the tunnel, turn your attention to the most precious gifts in your life, spend time with uplifting and inspiring people and do things to enliven the hope in you.