GIVE UP ON 2012…it’s OVER

END the OLD year RIGHT! NOT New Year’s Shananigans!

It’s time to finish STUFF! Let go of old baggage and get on with 2013.

Give up your REAR VIEW MIRROR approach and take the high road….

Intro to Completion


Happy Birthday Greetings

Today is the DAY I am glad I am offered another year of joy, fun,training and coaching. Hey, AND TENNIS! It’s time to set new goals! It’s time to prepare to complete this year and set up competing for next year. I always call it, “COMPLETE AND COMPETE” but I really don’t like the idea of competition. I much prefer to live out of my INTENTION. I hate to worry about my competition. Is that crazy? Everybody worries about it…..I don’t. I work for SATISFACTION. That really works. Quick Fix Friday’s will be all about completing this year…and so you can compete next year.

AIRY FAIRY!!!! Yes, you could say that because I do believe in “Positive Coaching” “The LAMA technique” and “Never making my customer or client ‘feel’ wrong or ‘stupid.’ ” Since I have adapted these policies, I have never failed. This tells me a few things about other people.

1. It seems people would rather be right than anything else. I fall into this trap once in awhile myself. GIVE THIS UP!
2. People worry about tomorrow and fear what the future holds, at least that’s what they say. I think they really worry that the future might just exactly like the past only worse. So, Take a CHANCE, put something at risk….it’s waaaaayy more fun!
3. People get lonely, I sure do but when I think about it, If can just remember to “Think of Others” instead, then I don’t have to treat myself to a “pity-party” as my assistant, Kelly, calls it. “Make Someone Happy” is the true motto we could all adopt. When we do, we find out quickly that we are the most happy ourselves when others are happy. AND BEST part is, we had a little something to do with it. WOW!
4. The Alternative to NOT having a Birthday is TERRIBLE. I started to think bad thoughts about getting old and feeling sad about it, when I mentioned to one person that I wasn’t happy about having a birthday, I saw a look on her face and it made me realize, I was taking “her” fun away. I am OFF IT! instantly.
5. Thanks for all those great birthday greetings. I really love them and plan to celebrate, all day, all week and for the rest of the month!

Happy Birthday JUDY… Click on Jazz TUNE….below. Hear a song I recorded….
AND I Approve this message.

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