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Communication is a Function of INTENTION


Everyone sure learned that lesson this past week!  The news is giving us all a lesson. If you say you’re joking but the words are mean, you’re NOT joking, you’re mean.  In all our classes we teach Customer Service Reps to be kind in word and in deed.  Sarcasm just doesn’t work.  Words that deride the company you work for make your business suspicious.  Hedging on speaking the price makes the customer fearful and nervous.  Let’s use words that communicate what we really mean. L-A-M-A Lessons on AMAZON . . .

Instead of: “I understand your concern.” This almost always sounds canned and expressionless…say this instead and mean it.  “We are so sorry that happened. You did the right thing to call and you have the right person.  I will get on it immediately. What happened exactly?” 

Or

“What is your account number, do you happen to have that handy?”

Instead of: “Why do you want to cancel?”

Demonstrate you care by acknowledging the customer has the right to change his or her mind and you just want to know why so that you may find a way to solve, dissolve, or resolve the matter completely. NEVER ask “Why?”

Say THIS: “I am so sorry to hear that. Our job is to assist you with your account and any other thing that may make your experience with us a good one.  May I ask what caused you to make that decision?”

Check out the words you use and the intent behind the words.  Make sure the words express what you want to say in a way that makes it easy for your customer to hear and to make it safe for him or her to express whatever he/she wants.  When your INTENTION is clear, you will quickly be able to express what you really mean. You don’t have to say “Please don’t leave us! We hate when that happens.”  (Even if it is what you wish you could say.)    Ha Ha … see, you laughed.  Now you get my INTENTION.

~Judy

Customer Experience is Not just a department, but a Philosophy!


My thoughts today:  Customer Experience, Customer Care, and Customer Service is NOT just a department, but a PHILOSOPHY!

 

          “It is a STAND YOU TAKE and you Take a STAND about the Stand you Take. YOU believe in the STAND You TAKE!” Werner Erhard said that in 1982.  I still operate from this thought system.  Taking a stand for the Stand You Take is so important.  My stand is this: The Customers must never be made to feel wrong or stupid even if they are wrong and stupid.  We do not get to make the judgement call.  My STAND is THIS: We must use feelings, and no computer can do that yet.  I hope they never will.

 

The Philosophy needs to lead the technology…not the other way around

  • How can we make it EASIER on the CUSTOMER to SAY YES without coercion or manipulation, but use Education and Good Offers?
  • What can we do to make the Customer Experience friendlier and kind and use our Technology to help?
  • What do the Customers WANT?
    • They want to find answers themselves, even before they call the company (FORBES said this)
    • If the company doesn’t respond personally and fast…
    • They GOOGLE the information

 

So, Ask yourself these questions:

  1. What am I NOT seeing about my customer that would make us more profitable and the customer happier with us?
  2. What is ALSO true about our relationship with the customer that I have NOT thought of?
  3. What does the customer want from me that I have not provided?
  4. What works when we interact with the customer? And What doesn’t work?
  5. Am I willing to do what it takes to help my customer?
  6. Am I willing to learn, grow and satisfy my customer at whatever the cost?
  7. What is the cost?

 

Customers want satisfaction.  They don’t want to be rich or famous. They want to be RIGHT to have chosen the company they chose. Period!

“Motivate Me!”


What can you do to motivate and inspire yourself?

When I need motivation, where do I turn?  Who motivates the motivator?  Do I send myself balloons?

No balloons please…

Instead, I call a friend.  I have about five people in my life who never forget who I am, and what I am about.  They will always let me be petty, feel sorry for myself, and even listen to me grumble about life and whatever is bothering me.  They let me do this for about five minutes, then they say…”Hold the phone while I get a crying towel.”  Then, they have my attention.  I begin to see that I must sound like a real complainer.  They remind me of the people I have trained, the difference I have made to them and others.  They always let me know that my work is where my joy is.  This is my lesson to you: Find the joy and give up the pettiness!  At least, only let the pettiness linger for a short time.  It’s ok to get it out, vent for a little, but then breathe it all away, and focus on the good, the joy, the greatness!  These people love me and will always be there for me and not let me give in too long to the dark side.  The rule is always the same, let me vent just enough to be able to get over it.  Never let me vent to the point of whining.  This method always works!  The only hard part, is finding those five precious friends who will never let you down.

Ice cream works, too! Pralines and cream…yummy!

There is a list on my desktop called “Appreciations!”  There are a number of them.  I’ll share some with you here:
I appreciate my jobs.  I appreciate my view.  I appreciate the work I get to do.  I appreciate my excellent health.  I appreciate the sky.  I appreciate my tennis friends and my health to play with them.  I appreciate the trucks outside my window.  (I don’t know why they impress me so, but that one is RoadTech.  And they must be helping someone.  There is a moving van…see?)  I appreciate them all being there.  It’s a variation on “Count your Blessings.”  It works every time!  It’s also very inspiring.  @>—-  😉

My challenge to you today…Go make your own list of Appreciations.  Write it on a Post-it, and hang it by your computer, put it on your dry erase board, use the notes app on your phone, whatever works for you.  And when you get “stuck in the yuck” take a second to remember these Appreciations.  You’ll be glad you did!

~Judy

ALL ABOUT MONEY!


A million dollars doesn’t go as far as it used to

Money talk drives agents crazy?
Would you rather talk about ANYTHING other than MONEY?

When I started my business about 35 years ago, there were no ways to “think” about money as a good thing.  Real Estate was inflating at the speed of light, interest rates were sky high, and people were very fearful about money.  Now, all this was happening in a world filled with people who had gone through the 60’s, were hippies or even moving back into society from the communes, and seriously brought up to think that MONEY WAS THE ROOT of ALL EVIL!  That kind of thinking was getting me nowhere.  And I had three kids to put through college!

So, I started looking around for ideas on how to THINK BIG, “Think and Grow Rich!” and Catherine Ponder’s “Dynamic Laws of Prosperity.”  Before you knew it, I got my mind straight about How to THINK about money.  I set myself up with a couple of rules. Laugh if you wish but heed this warning.  If you are afraid of money, or you don’t like it for some reason, or you judge all those who have it as bad in some way…This Doesn’t Work! Set yourself up to start by thinking a little differently about money.  Here are a couple of my rules which helped me a lot to get positive about money. 

Rule # 1 – Money is NOT the Root of all evil.  It is simply a way we pay for things we need or want.  It isn’t anything at all except a resource to be used.

Rule # 2 – IF you see a penny or a nickel or a dime on the ground pick it up; and respect it.  It is MONEY. Alas, I used to multiply it in my mind like this.  This dime will multiply by 10,000-fold.

Rule # 3 – Tell the truth about money.  If you have $10.00 in a savings account, you make money while you sleep. It makes interest while you do nothing.

Rule # 4 – Never say: I can’t afford it.  This tells your subconscious mind that you aren’t smart enough to figure out ways to improve your financial situation. Also, you bought a lot of things you couldn’t afford, and you know it.

Rule # 5 – Never say: “That’s too expensive.”  When you say that…you are really declaring that you don’t have money to buy it.  If you had enough money to buy it, you would never say it’s too expensive, you would justify it. So, by that logic, it is not the object that is too expensive, it is your judgment call that keeps you from obtaining that.  STOP THAT for sure.

Those are some of the rules I started out with.  My first Sales Training Class was called “The Money Experience Workshop.”  First, I had to teach the Real Estate Agents in my course that money was OKAY!  That’s hard to believe, isn’t it?  I saw no reason to teach agents to make money if they hated it, or had some bad feeling about it.  How can you ever be successful if you don’t like money?  It won’t work to call the thing that you need, or want, bad names.


We need to talk about money in a way that makes the prospect, the client, or the customer glad they asked, “How much is it?”  And we are glad to talk about it. 

~Judy McKee


 

Looking for Love in all the Wrong Places


Call Center Love needed – but don’t look for it where you don’t want to find it – Find it and give it to the agents

Valentine’s Day is just around the corner.  We are all looking for love.  My thought for this month is, let’s look for love where we WANT to find it.  Call Center Agents need love too!  It seems the world is bent on finding love in all the wrong places, because they think that if they can only find the problem, they could fix it.  This is NOT TRUE.  You can always find challenges, but “Where is the love?”  Find THAT!

Call Centers have their problems, issues, and challenges.  But supervisors don’t need to find them.  They aren’t lost.  They are still there.  Issues constantly come up, and I always feel that the Agent is the one taking the heat!  They bear the brunt of every irritated customer, and are taught not to take it personally.  RIGHT?

Yesterday, I spoke to an Agent with my cable company; she was delightful!  She was helpful, quick, and she cared about what I wanted…my way.  The Agent thanked me for my complimentary attitude and said that, she sometimes gets frustrated because the hold times are so long, and when she can finally answer, the customer “yells at me.”  She corrected that to say “The customer gives the me a piece of his mind!  If you know what I mean.”  (This is in case she is heard on the recorded call.)

I told her that it’s not her fault. She is innocent, I tell you!  It is the speed at which the company sets up the router, or the fact that maybe there are not enough agents in the center ready to take the calls.  The issue really is; “Where is the Love for this Agent from the Company?”  The Agent comes to work on time, ready to do her job, with knowledge of the system, and the attitude of caring.  But the company seems to think that’s the end of it.  So, Agents get no love from the company; and certainly, none from the customers.

Okay! Let’s look for LOVE where it’s needed.  Let’s STOP finding the mistakes of the AGENT and instead, fix the technical part.  Let’s let the Agents know we appreciate them, and we appreciate the fact that they have taken the “hits” for so long, that we at corporate thought THIS IS THE WAY!  Well?

If the mission is to “give the Customer a wonderful experience,” START with the Contact Center.  This is the first time the customer gets to experience the company.  It’s the first opportunity to give the customer an experience that you care.  It’s pretty simple.  Put enough people in the seats in the call center to Answer the PHONES!

  • Look for LOVE by Giving it to your Agents for all they do
  • Look for LOVE by Answering the phone faster on behalf of the customer
  • Look for LOVE by hiring more Agents or manning the phones with a better system

Go ahead and get started.  Look for what works instead of what doesn’t work.  Look for where to GIVE love and give up worrying about the negatives.  Find the positives and reinforce them.  This will work!

  1. Agents want LOVE! If you GIVE IT TO THEM…they will produce better results.
  2. Look for Agents who are quick to find answers, quick to respond, and who are friendly to the customer. And then…WAIT FOR IT . . . give them a bonus, a raise, or a gift ticket to the movies.

(Do you realize it costs about an hour’s pay for one movie ticket? WHAAAAAT?)

Isn’t LOVE great?  Isn’t LOVE grand? Let’s show it to the AGENTS during “Love Your Customer Month.”  The Agent is your internal customer and deserves lots of LOVE.  They will share it on every call so your customer will feel loved.  Now isn’t that what you meant by saying you wanted the “Customer to Have a Better Experience?”  START today with Loving the Agents.

Now you are looking for LOVE in all the RIGHT places!

~Judy McKee

Who Has a Conscience Anyway?


Jiminy Cricket, THAT’S WHO! Just let your conscience be your guide!

Is there such a thing as INTENTIONAL CONSCIOUSNESS? INTUITION?

Those who use their INTUITION and LIVE by INTENTION can see they have power!

With the tech world growing and the privacy leaving us, (or maybe it already left) we may have not considered that our MIND is bigger than all the technical “programs” in the world so far. What the bots are trying to do is to duplicate the way we think. The bots are trying to give us “Artificial Intelligence,” and it’s working, so far. Just remember, the machine will NEVER replace feelings. Your feelings are never artificial, and they are uniquely your own.

You know when your gut seems to say NO? Whenever you feel like you are out of sorts…or something just doesn’t feel right. You are right! When will you trust that gut? When will you give in to the small voice in the back of your head that is saying…

“Don’t do this…it’s not the civil thing,” “It’s not the kind thing.” All it is – is a scheme you have worked out. 

I always use justification to check myself. I noticed once that almost everything I did was some scheme to “get something.” I had a plan, a goal, a means to an end; and then one day, it occurred to me that all those thoughts had another one behind them all, a justification. This answer is “why” you did. There is a great song in The Musical CHICAGO called “He had it coming.” It is a great song and very funny.  It’s like that! The justification for murder.

This was enlightening to me. Maybe you don’t have this “justifiable thought.” It reminds me of the Jiminy Cricket in Pinocchio who sang, “Let your conscience be your guide.” I bought my last three houses on INTUITION. Of course, I tell others that I thought it through, but I didn’t. I am afraid if the others know how much I rely on my intuition and my gut…they would say I wasn’t thoughtful enough. I wasn’t logical enough, or doing it right. Who says? 

Why this all came up, is because I decided at the beginning of last year that 2017 would be “The Year of Intentional Consciousness.” This means that I would pay attention to how conscious I am. I would pay attention to the thoughts I had, and be vigilant about the negative ones, and give myself a little pat on the back when I noticed I was positive, kind, helpful, and thoughtful. I really loved it when I could be neutral, stop the judgments, the constant evaluations of everything and just listen – BE OPEN.

Here is what I learned:

·      My mind is so fast to the negative and I must be Consciousness of that negative before I can be positive. It’s so fast. It’s shocking. I’m like a machine.

·      I can’t just jump into positive when I am stuck in the negative and it’s justifiable. YIKES!

·      When I am negative, I always have a justification for it and I can usually make a case for it.

·      When I am positive about what’s going on in the world, others are quick to be RIGHT about their way being truth.  Are you on the left? Are you on the right? WHAT? No wonder we can’t get together. We have, justifiably, taken sides.

·      If I watch TV with an expectation of being upset, I am conscious of how right I am, and I start to blame the newscaster, the government, or the others who appear to have caused this mood.

·      I noticed I say, “I can’t,” more often than I ever knew I did. That’s not for me.

·      I teach Positive Coaching and I still have that voice that says something negative, and often limiting. The STARS aren’t limited. Ideas aren’t limited.

I guess, I got what I wanted. I got more Conscious – Intentionally. I love that because like Sister Mary Clarence said in Sister Act II. “If you want to be somebody, and if you want to go somewhere, you’ve got to pay attention.” This year 2018, I am going to do it again. This is the Year of Intentional Consciousness. I loved learning about myself and my thinking last year. Let’s see what this year will bring? Join me and let me know how this works for you. 

LAMA LESSONS:

1.      Whenever I notice I have an unkind thought…just notice it and make it just a little bit nicer.

2.      Don’t try to FIX the world. It really isn’t broken. It’s learning.

3.      Whatever you want…GIVE IT. Love, Time, Money, Energy? Give it, and see what happens.

4.     Watch TV less and play the piano more.  

5.      Notice negative or limiting thoughts faster. Then say, “I can think bigger and smarter.”

6.     Act yourself into right thinking. This works better and is much quicker than thinking yourself into right acting. This is agonizing and takes so long. Who has the time?

7.      Love yourself more because you cannot give away what you do not have.

Happy Holidays, Merry Christmas, Happy Hanukkah, Happy New Year, Happy Kwanzaa. Happy Thoughts, Happy Trails, Happy BIG Dreamers, and Keep it up Innovators and Imagineers!

Judy McKee

2018? It’s here now? How did that happen so fast?


YEAR END Goal Setting – LAMA LESSONS in Money, Time, and Energy

All our training classes begin with “INTENTION” and a short definition is “Being Determined in Advance.” A question I get at all training classes is: “Judy, what is the difference between Goals and Intention?”

Thanks for asking because the response is very important, and it can change the way you think about goals. Since, the Universe always says YES…you better get those goals right! There is a Universal Law at work, and it’s just like gravity.  So, at the end of every year, we talk about year-end goals, New Year’s Resolutions, and Next Year’s Goals.  This will be quick to learn.  The most important thing about goals is that they are specific and measurable.  Intention is general and imaginative, creative and the vision from 40,000 feet.

Here is the “kicker.”  All goals need to be based on INTENTION.  There are no hidden meanings, no hidden agendas, and no fooling the FORCE.  Therefore, you need three things:

  1. Purpose for your INTENTION- WHY do you want what you want?  Don’t set a money goal unless you have an Intention in mind.  Example:  I want to make a $50,000 goal. (BOLDLY stated.)  What for?  AH YES…for College tuition.  It is my Intention to put my kids through college.
  2. Goal- Sell $50,000 worth of training programs to pay for college fund.  (Now we’re talking.)
  3. Discipline- Discipline yourself to follow the plan in two ways. Daily and Monthly, I will be determined in advance to create for myself a Production Goal and a Management Goal. I will work as if the Management Goal is the one I must make and that my life depends on it.  This is exciting! Determined in advance.
  4. Production Goal- Defined as what you need to do to meet the phone bills, the payroll and/or the advertising budget. This will be different for each business.
  5. Management Goal- Defined as the bigger goal; the one used to manage yourself.
  6. Plan or Strategy- If I wanted $50,000 in training courses, I would make a plan, a strategy, and a budget to play with that would get me $60,000 worth of training programs. (20% more than Production Goal.) These goals can be predictions based on facts that are already there. Last year, I made $35,000 and did XYZ; now this year I need to keep 90% of my clients from last year and obtain 10 new clients. So, what’s that plan for this?

Thinking BIG is hard for everyone.  We have been so brain washed into thinking sacrifice is good, or maybe someone told you that you’ll never make your goals.  Of course, we’ve heard so many limited thinking stories and rules that now we believe in them.   It is so simple, but it just isn’t easy to give up those old thoughts that now are beliefs. (Beliefs are often just thoughts you repeated for years.) It’s time to give up the limited thinking and just watch what happens…what have you got to lose?   Yes, it is 2018.

Quote: “At the moment of commitment, the world conspires to make it happen.” 

Set your Intention on the most important MAIN thing.  Then set a goal to match the needs of that intention.  Finally, begin a plan for the strategy to create the circumstances that allow it to happen.

How do you say, “Thank You” in LAMA?


Maybe you would like some ideas this year on words and ways to say them, that really acknowledge another person.  When I want to say something wonderful, I usually start blubbering like a baby because, I start to seriously think about what someone means to me instead of taking them for granted.  When I am coaching in a call center and the agent says, “Thank you for calling,” or “Thank you for being our customer,” I always want to thank the Agent for the good job and embellish it.  Most agents find me a little on the corny side, but the wonderful thing is, they GET IT!  If you are teaching Customer Manners, or Company Goals with Customer Affairs or Quality Care, it may be part of your responsibility to listen for how we express our thanks.  I will LAMATIZE a couple of Thanksgiving expressions for you when you are the Coach, the Manager, or the Trainer.  This will start you thinking about how to say “Thanks.”

  1. The Customer asked for something. The agent completed the job. Here is what you can say:
  2. L – This is what you heard…Agent did a nice job and thanked the customer for calling.
  3. A – Corey, you really helped that customer and you did it fast.
  4. M – When we teach etiquette we say the usual things, but you didn’t just say the usual things. You were kinder, you offered even more education if the customer needed it, and you probably made that customer feel good about doing business with us.
  5. A – How did you learn to put that extra caring into your calls?
  6. The Agent handled a call with panache even after the Customer became angry at having to wait so long for a real person…The customer had started with “ALL YOU PEOPLE…”
  7. L Agent was calm and collected even while working under pressure of an angry customer who was name calling and threatening.
  8. A – Jennie, I am just so proud of you. You did a fantastic job with that call from Mrs. Jones.
  9. M – You were helpful without being patronizing, I especially liked it when you said: “I am so sorry this happened to you, Mr. Jones, but you called the right place now and I will help you with this.” Thanks again for making it your business to represent our company with such empathy.
  10. A – Where did you get that way of expressing yourself?

Okay…That’s it for this month.  Please come to our WEBINAR on November 16th…All about Thanksgiving – Making a Difference with Gratefulness and Appreciation.  We Appreciate you. There are gifts and surprises for all who attend.  Happy Thanksgiving.

Quotas Never Work – Intention Does


Training in Contact Centers is all devoted to RESULTS based on Goals! HA! That’s funny…

To learn that words don’t teach is the hardest lesson that I know. The world’s management seems to think that the numbers they generate, and the words they use to express those numbers, work. Well, here is the bad news for them, but the good news for you. Words DO NOT TEACH…Only Experience, and Emotional Experience at that actually teaches.

Now, you understood that. So, how would the training department, the marketing department, the Supervisors, the Managers, the Coaches, and the Agents relate to that? I spent my life teaching agents to come from their experience and intention. It never fails to be successful because these words never rely on the STATS. I never have the Agents Set Goals. “First Intention Then Enlightenment.” I teach through experience of personal stories, relationships, and train the Agents to find the emotional need of the customer, the buyer, and even their own. This works because it’s the experience that teaches. When the Agent relates, they own it…they own it because it is theirs.

There is no substitute for Aliveness or the Experience of Agent Satisfaction. There is no substitute for Intention. What you call goals isn’t it! There is no substitute for The Experience of the Customer.

The Customer Experience is so big in all discussions today yet it appears that all the work is being done on the level of technology and not on the level of the HUMAN BEING EXPERIENCE. Doesn’t that strike you as peculiar?

Change the Believer not the belief.

That’s the game to play. Right MINDEDNESS is also big right now. This is the LEADING EDGE of thought. MOLECULES need to change in the training room to suit the new thinking! Not more money to the agent, even though that would be good; not better-quality call check forms with a Positive BENT…but that also would be important. Change the molecules in the Training Room and you will have fantastic results. So, the question is “How do you that?”

Change the Believer means – GO the OPPOSITE way

The customer is NOT the most important person interacting in the call center…THE COACH IS! The Coach has the responsibility for at least 10 agents. Get It? Got it? GOOD!

The training in quotas, goal setting, and results is not the way. Training on INTENTION is, and your agents know this to be true, even if they’ve never heard it before.

The Quality Department doesn’t need three-page forms…they need 6 questions:

  1. Was the Customer “happy and satisfied” with the tone, words, and recommendations?
  2. Was the Agent “energized to serve” the customer though out the call?
  3. What “acknowledgement” would the Agent like to receive?
  4. What “corrections” would the Agent like to make for the future?
  5. How will the Agent do that?
  6. When will the Agent have this done?

SO SIMPLE yet not so EASY

Teach your Agents to “THINK” and to “BE”.  Open their minds to the possibilities instead of the technology driven numbers. Diversity also means the different way of THINKING. Cognitive THINKING is needed. Deductive THINKING, too. WE really don’t want agents to do what we say. We want Agents to know what to do and say. We want them to THINK for themselves. They will grow through this.

Agents quit all too much and too fast. Agents are lonely at their jobs. Agents know how to text, but some don’t know how to relate. Intentional teachers are needed. Where are the teachers and trainers who will teach Agents how to Converse or how to communicate and how to find the emotional needs of their customers??? Find those trainers and take them in…
Aside: This reminds me of an old song by Loggins and Messina and hit record by Anne Murray. “Find the girl who holds the world in a paper cup, go on and drink it up…love her and she will bring you luck.” (Danny’s Song) Find that TRAINER! (MIC DROP!)

Attention all Trainers!  

Start training your Agents on INTENTION. Study how to do that! TEACH THAT and simply add it to your present curriculum! The RESULTS will be better than all the quotas in the world.  Results will be Satisfaction for Company, Customer, and Agents.

Attention all Coaches!

“Make Your Agents feel right and SMART to ‘self-correct.’ They won’t QUIT as often. It will also build their self-esteem.”
And Finally. . .

Attention all Supervisors and Managers!

Train your Supervisors, and Your Management in keeping their promise to “Create a safe-environment” for all who work with them. What a wonderful Call Center World you will CREATE INTENTIONALLY!

Judy McKee – The LAMA Training and The Positive Coach Approach (818)945-5141

 

What is all this talk of LAMA™


It is a Skills Training Course on Communication that works!  That’s all!
The L-A-M-A Technique™

When you know the difference between “What Works and What Doesn’t Work!” you can create a Contact Center Learning System that is FANTASTIC! REVOLUTIONARY! AND one that Cannot and Will Not fail.  It is based on the same principle of gravity, and you never doubt that do you?  Judy McKee started in 1979 generating so many appointments, to sell or list real estate, that she was made a manager, then a trainer for a large Real Estate Company.  She said. “What’s so hard about getting appointments?  I get them all the time.”  The Independent Agents would not do what she said. Lesson Number One in the LAMA Training.  PEOPLE WOULD RATHER BE RIGHT, THAN RICH.  When she got the job of training the new hires, they didn’t know any better.  They just wanted to sell real estate, so Judy asked them to put their manuals under the desk because the manual said, “How to hold an open house.”  Judy said, “Who cares if we hold houses open…we just want to sell them.”

This seemed like perfect logic to her and to the new hires. This is when the LAMA Training was born.  It was called the Statement/Question Technique until Discover Card took our training and penned the acronym LAMA. Judy McKee trademarked the name, and the rest is history, as they say.

The LAMA Technique™ is born to WIN!

Why won’t it ever fail? Because it is built on Principles like Integrity, Gravity, and the Law of Attraction.  And, the psychology of Human Beings and their reactions to surviving.  The program is built on the human need that everyone has to be RIGHT Or Certainly NEVER Wrong!!!  We call it IRDS.

  • Intention to produce a result by creating a safe environment and setting a goal
  • Relationship to the Customer by “Never Making the Customer EVER feel wrong or Stupid”
  • Discipline, or we say Self- Discipline is Simple but NOT easy to do. Practice LAMA!
  • Skill: The LAMA Technique™. Use it constantly during the call until the end and then just say “Goodbye.”

Many have tried to teach the LAMA™, even though we hold the patent and the IP.  Inevitably, they fail at it because they think that it is only the technique they are teaching. (They can’t help themselves, it works and they love it.)  The reason the LAMA™ works, is because it is based on the principles above.  When you use the technique to Control the Path of the Call, it’s never used to manipulate or force.

This means that, while speaking to the customer (and this requires practice, roleplaying, and coaching) every question, every statement, every explanation, every acknowledgement, and every rebuttal has to be spoken with the clear intent to give the Customer the Best Experience and engage that customer in the conversation, not just the close. We want people to be able to say the right thing. We want our agents to know what to say, and why not to just use the scripted words. We want our Agents to know how to talk, not just speak the words we give them. If we give them words they don’t like to say, we are asking them to be untrue to themselves. Is that what we want?

The key element of this program that contributes to the dramatic success of the users is The L-A-M-A Technique™.  This is a special skill that, once learned correctly, enables representatives to perform in an extraordinarily successful and professional way.  Trainers acting in a monitoring and coaching role can readily measure the effective usage of the technique, and determine which representatives need continued coaching or counseling to bring them up to peak performance standards.

McKee Consulting, LLC proposes to provide complete documentation designed to be used in the training course by your agents and staff.  This documentation will also be used by the McKee Consulting, LLC trainer in the process of training your staff.

Call me for an outline of the Training and You will see…it’s not like other programs. Why? Because it works!  No tricks, no manipulations, no urgency or cards up our sleeves, just SKILL Learned.   Skill Requires Practice.  Hence, the Coaching is required.  It’s just like Baseball.

October Quiz

~Judy