“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

Mystical? Magical? Vicious? 


Are you caught in a Vicious Cycle that damages your self-esteem or the self-esteem of your Agents? The cycle can look like this.

This is a Vicious Cycle of Negativity

I hear something wrong on a call, I get Quality to Agree it is bad.  I send out a graded form that tells the Agent what is wrong with the way she handled an issue or a person.  I set up a feedback session disguised as a “coaching” session.  In the meeting, I make sure the Agent sees the error of her ways.  I tell her how to do it right, or how we did it in my day.  I tell the Agent to fix this for their next evaluation. I hope they are repentant and willing to take the constructive criticism well and mend their ways. I watch and listen for improvement and wonder why I don’t hear or see much improvement. I am frustrated. (BTW so is the Agent and now lacking self-esteem)

This is a Vicious Cycle of Positivity

I hear the Agent make an error on a call. He said something that doesn’t please the Customer.  I ‘think’ that Agent needs more confidence and maybe a lesson on Handling the Upset Customers. I am the COACH and I am responsible to help the Agent improve. AND, to give him acknowledgment and show my “confidence in him.”  I set up a time to meet with the Agent for a coaching session. We listen to the recorded call.  I mention that I thought the customer was not happy with the way she was handled or the matter handled.  I ask the Agent if he felt the same.  Aha! We agree.  Okay, Perfect.  Now I ask the Agent, “What can you do in the future to make a situation like this a better experience for the customer?”  I tell the Agent, “I know you can come up with some good ideas and use them in the future.” (Building the Self-Esteem of the Agent) I tell the Agent he is doing a great job and I would like him to come up with some ideas for a way to handle this, and we can agree on it.

Why should you as the manager, supervisor, or coach build the self-esteem with Positive Coaching? If you build self-esteem instead of correcting, you’ll have a Vicious Cycle of Positivity:

  • Higher Agent Retention
  • Agent Pride in themselves and the company
  • Better Performance and
  • A Much Better Customer Experience

It doesn’t take a Miracle, and it isn’t Magic or even Mystical, but it is Vicious!  The fact that we don’t quite understand how to build our own self-esteem and that of our Agents.    What’s the Quickest way to Build the Self-Esteem of your Agents?  Okay WAIT FOR IT. . .

Tell your Agents how wonderful they are!  Find something good about a call.  Give them not only a compliment, but a specific opinion or a measure of something good they did.   People are so micro-managed and they have the computer listening in on their every word.  Imagine what it would be like to hear nothing but good stuff all day long.  Can you imagine that?  Is it mystical to say that…what you think is what you get?  What you think – GOES! Is it Magical when you take time to find something wonderful about your Agent, and then tell them? Is it a Miracle when they SMILE at you and feel proud of their work? If you spend at least one day every week, acknowledging your AGENTS, Miracles will Happen! The best part…the Vicious Cycle of Negativity will be completely obliterated! TA! DA!

*Share your stories with us.  We love to hear how our tips and coaching helps you and your company!

Anything Can Happen!


I once used this title “Anything Can Happen!” as a Keynote Speech Title where many people came to attend.  Everyone enjoyed the positive message but there were not as many people in the seats as I would have liked.  So, I found a list of Keynote Speech Titles on the Internet and decided to try one.  The title was “Stop the Bleeding!”  and Another one was called “Kill the BAD RAP on (Whatever)” and I used “Telemarketing.”   Here is the interesting part about those titles.

  • The ones that were negative drew more people. We think we are being positive when in fact we kind of love the negativity.  We thrive on fixing things.  We just adore getting into the “HOW” of everything and coming up with answers.  It makes us feel powerful. 

So, I have learned over the years to deliver keynotes that are Motivational, Inspirational, and full of a Positive Message, but the titles that draw more people in are the negative ones.  Nothing is better than an Inspirational Speech, one that moves the molecules around.  But to get an audience into the room requires some thought.  We need a title that will peak their interest and drive them to want to come.  If you doubt me on this, check out all the ads. You will see they reflect this.  Titles like “Three Secret Lies In Business No One Ever Told You” or “Ten Nightmare Things That Can Happen To You!”   You can check out the titles on the WEBINARS offered or the Buy One Get One FREE things.  BOGO’s don’t draw as much of a crowd as the BAD NEWS does.

If you are an executive and you want a meeting to be filled with all the people you really want to be there, don’t promise them “Joy at any cost!”  Do not offer solutions or answers!  Tell them you will give them “The 3 ways people look for love in all the wrong places” or “Let’s Kill the Messenger!” “Start with Breaking all the RULES” and the room will be filled.  For Customer Service Speech…never use “Help is on the WAY!” instead say: “Go To The Internet And Fix It Yourself.”  I promise, your room will be packed!

When I started the LAMA TRAINING years ago, I started with “Always make your customer feel right and smart to do business with you.”  Want to know what they always remember?  “Never make your customer feel wrong or stupid.”  Guess what?  They keep coming back for more.  That’s my take on it this month.  I wouldn’t mind giving a keynote or short course at your place of business…I will find a title that will drive everyone into the seats!  Anything can happen, and I am up for it!
~Judy

ASK Maureen – Coaches Corner – Fix Push Back

Coaches Corner – Maureen Tzouris PCA Coach Speaks Volumes

Branding Issues and offer-3Agents Push Back!

Dear Maureen, Our company recently went through a corporate restructuring and have installed new compliance requirements. We are now requiring all the agents to brand the company at the end of their calls and this is receiving some push back from the agents. Do you have any suggestions?  ~We-love-our-brand

Thank you so much for your question! This scenario is actually quite common and is experienced by many managers and coaches. First, I would suggest setting some clear expectations so that all agents understand what is being asked of them. Secondly, I would suggest holding small breakout training sessions to include some suggestions on what and how exactly the agent can say to close every call with the branding, perhaps to include role playing. And, lastly– I would recommend sharing this information from the ‘three party promise’ perspective–this is where the company, the customer, and the agent all WIN!

I would explain that:

1) the company would like to brand the close because they are confident that their customers have all been completely satisfied during the call and want to extend and build upon the good faith practices.

2) The customer or member will feel confident that the agent cares about all of their concerns and questions and was handled professionally! (We’re in this together!)

3). The agent can take pride in themselves because they will sound much more professional, well trained and proud of their workplace. As with all new changes it takes a little time to make the adjustments so I recommend regular coaching to support the agents.

 

Inbound Sales and Retention Training


EASY to LEARN Techniques

These techniques will engage the customer and provide your team with the tools needed to
discover the REAL reason for a cancellation or a closure.

Finally, a Soft Skills Sales training for Inbound Sales and Retention
Your Staff will be able to learn and use the proven LAMA Technique and
START to Bring the Customer back without doubt or fear to:

• Find out the reason for closure
• Engage the customer
• SAVE the SALE
• Offer Incentives
• Handle a Cancellation

Master “never making the customers feel wrong or stupid” and Re-Sell the Product or Service

Instead of pushy sales pitches
Resell the Value in the first place!
Don’t just throw money . . .
This is it.
Agents LOVE it!
Management Gets Results!
It Works!

All courses are customized and include training workbooks and one-on-one coaching using
The Positive Coach Approach method.

We will customize this course to the situations you have exactly.
Let us give you a program that will be accepted by your Customers, used by your Agents, and
retain your Customers for Life.