Positive Coach Approach Builds Self Esteem! KUDOS

Testimonials for Sally Cordova
The Positive Coach Approach

Hi Bloggers, I have never had such a great day as I had yesterday. A Mother Loves to hear her KID did good. If you have ever felt good about watching your child grow, make a difference or win the prize, or do well in the recital or just ACT RIGHT…you will know what I felt yesterday when Sally got these “Kudos.” The Positive Coach Approach makes a huge difference in peoples lives. Whether you use it for “Training” “Coaching” or “Management” you will read in these two short e-mail communications the wonderful IMPACT the PCA has on people both personally or professionally. WOW! I am so moved by these two brand new acknowledgments that Sally received. I think I am glowing today…”That’s My Girl!” ~judy

Dear Sally,

My biggest accomplishment is learning how to communicate with others. I found it difficult at times to keep the conversation moving but now I find that if I make a conscious effort to LAMA it is easy.

Another great accomplishment is seeing how folks actually like to talk back. The conversation is no longer one sided and I find that not only am I communicating with others but I am building relationships as well. I am no longer the only person sitting at the table with nothing to say or no one to talk to. I fit in and I don’t feel like the outsider anymore.

Maggie (last name not used for privacy)

Hi Sally,
We just had a meeting with Costco today and couldn’t say enough good things about the PCA! The morale is shifting around here, and that is one of the contributing factors. Although I don’t have any direct reports, I have handed out more Thank You’s lately. I used the walk-by approach and left a note on a decorative notepad for one of the nurses that always maintains a positive attitude. I still need to do more LAMA on my 6-year old!! 

Thank you,

Donna Lindsey, RN, BSN, CCM
Business Project Program Manager

Video Training – What’s up with that?

How to do a short VIDEO AD for Your Agents. I made this short little video to GET the GIG with a Tanning Salon Products Sales.
What’s funny is, I didn’t get the job with the tanning company but I did get it with the other ten companies I showed it to.
Operate our of INTENTION with PASSION for your work. YOU CANNOT FAIL. First Intention – Then enlightenment!Fun for FS Tanning“>

This is my good idea today. God Bless America, too!
Judy and Sally

Intro to Maximizing Customer Contact

Happy November, the wonderful month of “Thanksgiving and Gratitude” My heart really goes out to those effected by “Sandy.” That was my lifelong best friends name who I shall call from now on “Sandra” so she will never be linked to the tragedy in the EAST. God Bless you all. Sally and I are constantly thinking and praying for you.

Oh! Yeah! and it’s my Birthday MONTH. Someone wanted to buy my old past book….I love that. It’s Called Maximizing Customer Contact, Teaching Your Customer Service Agents to SELL!!!
I couldn’t find one except the one that I saved for the Judy McKee Museum…Hey, It could happen if the Positive Coach Approach gets licensed to some very very big companies. Anyway, when I read the introduction to it, I thought it was worth review.

Customers are a precious asset these days, and must be handled accordingly. They expect service that is easy to access, and they expect to deal with people who are knowledgeable, competent, professional and who have their best interests at heart.

This book is about making the most out of every contact that is initiated by an existing or potential customer when he or she calls in for help, advice, service, information or to place an order.

As a business owner or manager, it’s in your best interest to train your customer service personnel how to show extraordinary concern for the welfare of the customer. What impresses people most is extraordinary service from seemingly ordinary people. This is the key to long-term customer retention.

Customer retention does not happen by accident. It requires training, management, commitment and action to develop and maintain an environment where excellent performance can flourish.

Pleasant, efficient customer service is the way to overcome the facelessness of a company. It gives the company a personality and brings the company into a relationship with its customers.

Business owners and managers must remember that customer service representatives taking incoming calls from existing or prospective customers are the human link – the real, live voice – that, to the customer, represents the entire company. So, why take the risk of having poorly trained and managed people in this crucial position?

Now, let’s go a step further. Assume you already have an excellent customer service team. Why not expand their role to maximize customer contact by having them offer additional products or services that could benefit the customer or prospect? Inquiries are sales waiting to happen.

How often, at the end of a customer service call, have you heard the question: “Is there anything else I can do for you today, Mr./Ms. Customer?”

Instead of this bland, weak question, why not have the customer service representative offer another product or service that could benefit the caller and increase your sales? This is a perfect opportunity to maximize contacts, and it can be done in a way that’s not manipulative or intrusive to the caller.

The ideas, philosophies, skills and techniques set forth in this book have been developed around a “kinder and gentler” approach to the selling process. They are appropriate for the attitude and styles of today’s buyers and, perhaps even more important, will appeal to the customer service representatives who have not been required to extend themselves beyond their perception of customer service.

I invite you to join me in this exciting task of turning your customer service representatives into sales achievers.

Judy McKee

You can call us for training in “Would you like Fries with that?”

Keep a Journal of Your Progress.

Here is a journal page. It is like the one I have used for years.
I hope you get it! This is a wonderful way to keep yourself centered on the job to do today!
Just DO IT!

How to COACH an Agent to Produce a Successful Close!

Coaching the Close!!!! Here is a small Quick Fix Friday I did. It will open your eyes to why “coaching” is such a big issue today. It think it’s funny that back in the 80’s Dr. Ken Blanchard wrote a wonderful book called The One Minute Manager. In it he discussed what was called, “Leave Alone ZAP” technique of management. Guess what? In many call centers they still use this dated dated technique. I call it “Parental” or “Police-like” Sally and I wrote a book about it, too. The Positive Coach Approach. (you can find it at AMAZON.)

Yesterday I did a short Quick Fix Friday all about how to coach for a successful “closing” technique. I got letters!!!! I love that. Many people wanted a copy and luckily I recorded it. So, here it is if you want to watch it. It’s only 20 minutes and I am going to watch it again myself to see why it was a good session. CLICK HERE! 2012-10-12 07.02 Quick Fix Friday – All About Mast

Remember people only thrive with Self-Correction and also in a “safe” environment. There is nothing safe about a manager, coach or lead or Quality Assurance person who is marking you down and making you feel wrong and stupid. They do NOT mean to do this. It’s just they don’t think there is another way. There is.

Here it is: 2012-10-12 07.02 Quick Fix Friday – All About Mast This is a slide presentation with audio about 21 minutes! Yes, it’s worth it.

Call us if you want Coaching in your Call Center. 760-738-8200. We are booking the first quarter in 2013. I will put up the Judy video about it as well.

I am going to Hotel DEL Coronado for the next two days to attend the SOCAP Convention. That is a fabulous group. Networking and Education at the beautiful San Diego Venue. Maybe they even have some old Admirals there. I like Admirals, they retire in Coronado. Maybe I will set up a tennis match with one of those retired Naval Officers. Have a great weekend everybody. Watch the Video.


Quick Fridays Make a Come Back!

Hi FANS and Friends,

I have neglected you all summer. Besides watching “The Best Exotic Marigold Hotel” (three times) I went to the U.S. Tennis Open, in New York City. It was fantastic! How can Serena Williams NOT be number one? We also started our “app” development. I used to say we were appless…now we are “appsters” I guess. We will have FREE daily tips and videos for about $3.99 so all of you teaming fans of Judy and the Soft Sales Skills or Maureen our new Coach and CS trainer, Sally and her Positive Coach Approach and THREE Party Promise Management Training can be motivated and inspired daily.

Well, Summer is done except for the over the 100 mark heat here in California, and in the East they are wearing black shoes once again. I am wearing a pair of shorts and complaining about how I don’t have unlimited text messaging on my new i-phone, smart phone or whatever you call it.

Back to Business:
As you may know I have been doing these 15-20 minute WEBINARS on Friday Mornings all year but I took the summer off. I call them Quick Fixes or Quick Fix Fridays. They are FREE. They are great for advertizing and you know we give everything we know away for you and you alone. Tune in! But you you have to sign in first. e-mail us for the link and you, too, can attend absolutely FREE. CLICK HERE

Each week I tackle a different issue or upset or sales message. I do everything from Attitude to Handling Objections and from Closing Attempts and to Wrap up on all types of phone calls.
One week each month we do coaching approaches. (Blatant ad for the book The Positive Coach Approach, find it on AMAZON)

On with FALL and big push to elect the perfect person for the job. If you want training, you get it. If you want to argue….call somebody else. I choose PEACE over Politics. I choose success over argument, I choose handling vs. overcoming and I choose NO Fear instead of what some of the media want you to be afraid of. The world is working.

Check out our training. Sally is on the road but I am here. Call me.
~ Judy McKee

Tip for TODAY when the customer is rude or makes you “feel” wrong or stupid, Just think:

• I will not judge this person,
• My judgment will NOT help the situation.

Spirituality on the SIDE

STOP and THINK about what you ARE thinking about!
It’s wonderful when you begin to see you are running your life on old tapes, old acts, old ideas all from your past, sometimes even your ancient past. Notice you are not really THINKING anything NEW. Old messages from parents, bosses and relatives who didn’t know any better, even old friends…. That old stuff that isn’t really what you want.

When you can think about listening to your own self…first notice what you are thinking, then check to see if it really has value to you. Does it give you happiness, peace or joy to think that thought you just had. If you find it serves you no longer, you can STOP thinking it. Not by resisting it, but just let it go by like when you let another person go first, you give away to someone else and just let them go. Let the old worn out thoughts just go by… You can let them slide. You can shut down the negative and be more kind to yourself and those you love.

Especially husbands and wives. We ought to look at each other for the VERY FIRST TIME….again and again. We would see the ONE we love. Don’t add any judgment, history or doubts…just look. What you will see will amaze you!

Remember the Beatles song… “Baby I’m AMAZED!” You don’t wait for the other person to AMAZE YOU. You look and you are AMAZED…you do it with your own thinking.

I saw an old friend today and I looked at him newly….I was so impressed with him and his work. I took all the judgment off and just saw him. Talk about a WOW! moment.

How about you? Write and tell me what happened. Leave nothing out…tell it all. ~Judy


I love surprises but most people don’t.  This however, was a monumental change and a GREAT ONE, I might add.  The American Tele-Services Association has long been one of the BEST Associations in the world. Still, old names seem to hold it back, like: Telemarketing, or Tele-Sales etc. etc. etc.

We have been about Customer Engagement since 1982…no kidding.  And, it took this long for PACE to be formed.  Okay…Rome wasn’t built in a day but the PACE organization seems to be.  IT IS GREAT.  P.A.C.E. stands for  Professional Association for Customer Engagement.  Let me toot their horn!  It is soooooo good to have ATA realize our name didn’t do us justice or invite all the INBOUND CALL CENTERS to come and play with us.

The LAMA Technique is all about Customer Engagement and Customer Dialogue and the Customer Interaction Equation!  Now we have a huge and wonderful association to go along with it.  We have been members for years and years.  Now, Sally and I feel like they are saying it like it is:  ALL About the Customer, INBOUND or OUTBOUND.

Let’s engage the Customer in a Conversation that is all about THEM. That way we will truly meet our Call Center Calling to serve the customer in the best possible way based on “what THEY want.”  HOO RAY for HOLLYWOOD Florida…the place where we all came together.  Thank you P.A.C.E.  for making our dreams come true.

Our Three Party Promise is next.  Sally created a new training…It’s a HIT! Yummy.  Go to our FB page, The Positive Coach Approach and  LIKE US and see all the photos from the Convention that gave us a new PACE…upward and forward!  Later…..Try to keep up….This is a new PACE for all of us.  ~Judy

President Phil Grudzinski at Care Event


The Missing LINK in Contact Centers

Coaching in the Call Center is WHAT’s MISSING!

I started training about 25 years ago and was too scared to say I wanted to coach every single person I trained.  I was new, I wanted to get jobs and not charge too much.  It was about 10 years before I built Call Center Coaching into the program where it always should have been anyway.  Every time I would teach an agent new ways, offer new solutions to old problems, they loved it when I demonstrated it in the classroom. But most of all they like to see me do it right on the telephone.  Most people felt that I made it look easy.  Maybe I did.  Let’s face it, I did this every day in a different place with a new product.  It was routine for me to teach and make up responses from customers.

Those responses became features and benefits and the way of handling objections became. Feel-Felt-Found.  My objective was to make learning simple.  What I discovered is that just because there is a simple plan does not mean everyone can execute the plan easily.

Now coaching is part of our training.  No one can deny that the results are much better when you first train and then coach.  It is the same in every endeavor that is skillful.  Sports are an illustration of that.  If you simply tell a person on a baseball team to swing the bat it doesn’t mean they will get a hit.  They may hit a foul ball and into the stands, they may hit it into the dirt or right at the pitcher.  What makes major league players first class is the coaching they receive.

Our call centers need big league coaching to match the first class training efforts.  This isn’t an option any more.  The people hired to do the job may not have experience or they may feel intimidated during training.  Certainly in some companies where the education of every representative is very time consuming and packed with computer  knowledge, product knowledge, sales training, customer service handling, call handling transfers and quality call requirements it is very difficult for the average person to absorb all of that before going on the telephone.

My advice these days is a little different from other trainers.  I think if I had all the time in the world, I would do the following. The best possible practice would be to teach and train your agents in this order.

  1. Teach About The Product, Services And Catalogues, Etc.
  2. Profile Your Customer And Teach About The Type Of Customer Who Buys Your Products Or Services.
  3. Demonstrate And Teach Computer Use And Technical Items
  4. After the Agent Has Been Working On Phones For About 3 Weeks
    • Sales Training – Soft Skills
  5. Coach Each Agent For An Hour A Week First 4 Weeks.
  6. Coach Each Agent 30 Minutes A Week Forever
  7. Monitor Three Calls A Month For Legal And Compliance Issues
  8. Meet On Quality Review Of Monitored Calls Once A Month
  9. Set Goals On Everything With A Timeline
  10. Review Goals And Set New Ones Each Coaching Session

Judy McKee

LAMA ONLINE GOES “Live” on March 16th

What a day! Beware! This is stream of consciousness.

[tube]uaE6uZEKEPk[/tube]I am so interested to see if the public or at least my clients and past clients will jump all over this chance to get training from me for the next year.  I love to sell but I still haven’t mastered this internet marketing with Social Networking etc. but I know that when I train, people love it and they GET IT!

I first learned to sell in Real Estate, then I became the manager and I hated ‘managing’ so when the chance to train others came up, I did it reluctantly at first.  WOW! I really liked telling people what to do. My success was so sharable. It was funny at first because I didn’t know what I did, I just did it.  My personal success is based on integrity and that means everything has all of its parts.  I based everything on what works and what doesn’t work! (I made lists everyday) I was a success in getting listings and selling property so I could back up my ideas with facts.  Watching those trainees take my advice and using it to make their own sales soar did my heart good.  This was exciting and profitable for all of us.

My Motto was and still is:

“Never make the Customer “feel” wrong or stupid.”

I liked it so much, I made a career out of it. Thanks to people like Nadji Terani, (who gave me first chance to talk to people at the National level) the ATA, (American Teleservices Association) and people like Tim Searcy, Past-President of ATA, Darci Maenpa and Toastmasters, Lark Will originally with Earthlink, Aaron Taylor of e-Harmony and MyLife,  and many others who believed in me, I was able to begin a life time of training, coaching and consulting.

Now Sally Cordova, (my daughter) does most of the hard work. She took the business in a whole new direction with The Positive Coach Approach.  She is becoming internationally successful and making new strides in the business that I never even dreamed of…I just remind her, “I taught you everything you know” What else would a mother say? She took what I knew and added her own ideas started to FLY! She travels now and I stay home to hustle the next gig.

Well, now I am not on the road anymore except for short keynote speeches at conventions.  But, that doesn’t mean I don’t want to share my training ideas and the LAMA© Technique with everyone who wants to communicate better in their own business.  The great thing is that our training also works at home.  I always tell my class that this stuff isn’t just for business — it’s for life.  It’s just that companies don’t pay me to teach Life Skills and Personal Relationship Courses.  They just pay for training that makes them money.

So, here goes. Learn the LAMA© Technique and apply it to your sales, customer service SHUSH…..and at home. Attend all three different sessions on the third Friday of the month.  If you can’t make it one day….no worries, you can catch it on-demand.  I will record all the sessions. Go-to-Webinar does it for me.

I hope you watch the short video and come to this course.  The video tells you all you need to know to make this decision.  Of course you can always call me; I will talk your ear off.  I promise you a wonderful year of results and a healthy training experience that will build your business no matter what your business is, oh yeah and have fun with me on this journey for 2012.  I just bought a UKULELE!  I know 3 chords already.  I told you this was stream of consciousness…. See you at the Training on March 16th! ~Judy