ON-Going Coaching – McKee Consulting

“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 […]

“Motivate Me!”webmaster2018-04-04T17:19:29+00:00

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 […]

Mystical? Magical? Vicious? webmaster2021-03-11T22:17:08+00:00

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 […]

Anything Can Happen!webmaster2021-03-11T22:17:08+00:00

ASK Maureen – Coaches Corner – Fix Push Back

Coaches Corner – Maureen Tzouris PCA Coach Speaks Volumes

Branding Issues and offer-3 Agents 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 […]

ASK Maureen – Coaches Corner – Fix Push Backwebmaster2021-03-11T22:17:08+00:00

Inbound Sales and Retention Training
Inbound Sales and Retention Training

Customer Service Training, ON-Going Coaching, Sales Training

Inbound Sales and Retention Training

Save the Sale Retain the Customer for Life!

Substitute solutions for Cancellations!

Learn the L-A-M-A technique, Save the Sale, and Save the Customer for life!

With Retention, everybody has to WIN. The Customer, The Company, and the Sales Rep.
This is how…

Nobody buys a Value Proposition…They buy Happiness!

Inbound Sales and Retention Trainingjudy2016-06-13T21:09:19+00:00