management – McKee Consulting

Every Job Take Ten Minutes

Managers in Contact Centers are overwhelmed, and they know it. They work; from home, while they drive, and while at the actual workplace.
They are on their cell phones doing e-mails, apps, and God only knows what else. They never take 5 minutes to “Be Quiet.” Oh! NO! They are too busy for that. They think every single thing they do is so important and they expect others to work the same way, so how can they take a break?

• They worry about production,
• Abandonment rates,
• Sales, Customer service, Customer Care
• Net Promotor Scores, and
• Customer Retention

They “think” that if they continue to push themselves very hard, without offending anyone, or hurting anyone’s self-esteem, that those who work for them will “Monkey See, Monkey Do,” then they will succeed in being Happy. At least they HOPE they will. If only they could figure out ways to get Sat scores Up and Customer Experience locked in?

“Have a Little Tea with JUDY”:
1. If you can work 10-12 hours a day and take work calls at all hours of the day and night – YOU CAN TAKE 10 minutes twice a day to “STOP thinking, thinking, thinking! AND Be Quiet!”
2. Sit down in your office, unplug the phone. (Oh, NO, MR. BILL!) Listen to the air conditioner hum and breathe in and breathe out while saying these words.
3. Breathe IN…Breathe OUT. Do not add or subtract from those 4 words. If you notice your are thinking just gently go back to Breathe IN…Breathe […]

Every Job Take Ten Minuteswebmaster2021-03-11T22:17:08+00:00

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 […]

ALL ABOUT MONEY!webmaster2021-03-11T22:17:08+00:00

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:

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.
Goal- Sell $50,000 worth of training programs to pay for college fund. (Now we’re talking.)
Discipline- Discipline yourself to follow the plan in two ways. Daily and Monthly, I will be determined in advance […]

2018? It’s here now? How did that happen so fast?webmaster2021-03-11T22:17:08+00:00

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 […]

Quotas Never Work – Intention Doeswebmaster2021-03-11T22:17:08+00:00

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 […]

What is all this talk of LAMA™webmaster2021-03-11T22:17:08+00:00

Words Don’t Teach – And All That Jazz!

Words are only symbols of something else.

OMG…I am not a team player…now what do I do? Don’t I fit in? (NO…) Don’t I play well with others? (YES, I do!) Should I just say… “I am a team player!” Will I be more accepted then? Being a TEAM player is acknowledged by the best companies as The Way To Be. Often you hear, or see, great presentations about the word TEAM and what those letters stand for. Another one I’ve heard is “There is no I in T-E-A-M.” This is a very old paradigm. The word team teaches nothing…the Experience of Being on a team can teach you everything…I like to use the very ancient words from the HAGAKURI. “Learn one thing, learn a thousand.”

My favorite way to put a TEAM together would be to use the analogy of JAZZ. Each single person is an I AM or I WILL kind of person. A person who can hold his own, alone if necessary, yet allows others to play as well to the best of their ability. If you watched and heard a Jazz quintet play together, you would hear each musician do his or her own “thing.” It becomes a thing of beauty, and it’s called JAZZ. Each player can SOLO as well as join in the tune with accompaniment. It’s a joy to be in the presence of this type of TEAM. The Piano man, the percussionist, the base, the horn, and the guitar – WOW! Put […]

Words Don’t Teach – And All That Jazz!webmaster2021-03-11T22:17:08+00:00

Would you rather read a romance novel or make love?

Do you not separate the menu from the meal? Do you know the difference between: What is right? and What Works? Understanding the difference between a gain and a loss can be vital to your training program.

Would you rather read a romance novel or make love?judy2021-03-11T22:17:08+00:00