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    Success from Your Front Line Employees – M. Browne

    March 31st, 2010
    Negatives and positives are most always based on perception and tend to rent space in our minds and largely dictate our reaction to situations. - M. Raymond Sheppard
    How do your customers perceive your business? Do you view your employeeas your best asset. Those that work in Customer Service and Sales not only complete three to four main functions, they are the key to your business' success. Your front line people are often closer to your customers than you are. They hear unscenored customer complaints, suggestions and are a wonderful creative source. Customers freely communicate what they want and need each and every day because they feel comfortable doing so.  Your front line contacts are your best source of marketing information reducing your guess work.
    If we changed our perception of our front line employees and truly listened, we would find how valuable they really are to our success. They may not be some of your key managers or most educated but they are immensely important to your business. By changing your perception of front line employees, their  perception of you will also change.  They will feel appreciated, empowered and help you create customer driven products and services leading to more business. Customer Service and Sales staff  in essence becomes an important part of our marketing teams.
    Employee incentive and empowerment programs that unfold organically in their minds while avoiding forced creativity and action will prove to be immediately effective.  To begin your employee incentive and customer driven solutions campaign you need to focus on a few things first:
    1)  Participative Management - Schedule opportunities to meet and exchange ideas that are fun in their environment.
    2)  Put People at Ease - Mirror your front line and leave your management hat in your office. Answer the phone or work in the sales field.  Walk and talk their language.
    3)  Self-Awareness - Ask yourself some honest questions. Do you visit your front line staff often? Do you congregate only with certain types of people? Do your  front line employees approach you warmly? Do you greet employees in the parking lot or at lunch? In other words, do they know you are a real human being?
    4)  Do they have an opportunity to see a part of the real you? Do you participate in charity drives, brown bag lunches and summer picnics? 
    Offering your employees a part of yourself and a point reward program will provide immediate benefits.  Employees will feel that they are part of your team and they will invest themselves into the success of the company. A reward program will maintain their interest because it rewards them with theirchoice of rewards. They can select quality merchadise, travel and share it all with the entire family. Platforms are attractive seamless and will keep your employees engaged.
    According to the Service Research Bureau, 59% of lost business is the result of a poor customer service experience. Can you imagine the loss and the time it took these companies to earn that business? Frontline employees have a tough job. They need to be cheerful and helpful, provide solutions, communicate well, and know about the workings of your company. Not an easy task.  Retaining qualified people is not easy and is more important than ever. Buyers are shoping around for the best service more than ever before.  Because many front line jobs are considered entry level with a sometimes a long road to advancement, an incentive program is crucial for these employees and to your business.
    Can these front line employees really make a difference? Here are just a few examples:
    • One Forest Service employee suggestioned that money collected from visitors to forests and campgrounds into the Treasury account be completed weekely rather than monthly.  This simple suggested was projected to save $1 million over five years in employee time, transportation costs and bank deposit fees.
    • A Support Clerk from Grand Junction, Colo., Veterans Affairs Medical Center suggested that VA hospitals allow veterans take home any unused prescriptions after they're discharged, instead of throwing the medications away saving in excess of $14 million dollars.
    Empower and train your front line employees. Invest in your employees to retain and grown your business!

    Renew Your Business for Spring – M. Browne

    March 30th, 2010

    It is spring,  a time for renewal and a fresh start.  We invest time in spring cleaning around the house, plant flowers, wash off the lawn chairs in preparation for BBQ’s and fun times ahead.  It is also the perfect time to do the same with your business. Consider this a season of renewal.  Take a step back and look at your business, what needs to be cleaned out and spruced up?  Do you need to invest in your website?  Do you have a clear goal of what you want to accomplish this season?  What role do you want your employees to take during your business’ renewal?  New Year’s Day is not the only opportunity to get motivated and set goals.

    Businesses have been cutting back and reducing their marketing budgets so much that they are not going to be ready to take part in the economic renewal.  When is this finally going to happen? Now, there are signs everywhere.  Restaurants have wait times, people are buying kids spring clothes and businesses that have worked wisely have actually expanded.  As with the early signs of spring, you will miss the signs of the renewal if you don’t look  for them. 

    Companies that continue to provide good service, new servics and keep their names out there have a greater change for growth. Give your customers a reason to take a second look. If we all think about Hallmark stores,  we know that each season we go into their stores for a birthday or Easter card we know that seasonal marketing is everywhere capturing our eye to bring into their stores. The only thing that does not change is the good service we come to expect with each visit.

    We all have experienced challenges during this economy but we must look forward to come out of it. We know that there is a day when we will finally be in a good place forgetting exactly when things all began to be positive once again. It is funny how we can remember when things began to go bad but not so much so when things began to be positive again.  Working together with others we can keep ourselves focused on our own motivational programs with small rewards along the way.

    Motivational tips for you and your employees:

    1)   Have a grip party for a 1/2 hour.  Discuss light weight problems this economy has caused your company, have each participant  find one funny solution and move on.

    2)   Hold a meeting outside in the beautiful spring weather to inspire a discussion about how you will renew your business.  Ask each person to provide at least 3 solutions but how deeper discussion for a follow up meeting.

    3)   Thank your customers with added services and pleasant changes to your store or website.

    4)   Survey your customers for their opinions on how you could serve them better, why they do business with you and how you can motivate them to do more  business with you.

    5)    Look to your competition, visit their stores and websites what is it that you found to be attractive about their business. Note the positive differences between you and them.

    6)   Read, research and rediscover your industry. What has changed since you went into business? Can you develop a niche in your industry?

    7)  Provide reward programs using platforms that focus on providing capitvating incentives that attract customers again and again.

    Whether you are thinking about customer retention or buiding your business, use the freshness of the season to start you off in the right direction.

    17 Ways to Stay Ultra-Positive -Tommy Newberry

    March 24th, 2010

    Difficult, trying times reveal just how positive you really are. Think about it.

    What’s the virtue in being positive when you’re on a roll, when everything is clicking for you and falling your way?

    Your potential for business excellence, excellence in your marriage, and excellence in your family life demands that you master the skill of staying U.P. (Ultra-Positive) even when–and especially when–everyone else isn’t. There is a tendency in tough times to zero in on the things that are “out of whack” and forget about all that is working in our lives and in our country.

    When you’re Ultra-Positive, you’ll be more creative, productive, energetic, attractive, and most importantly, receptive to God’s will. Remember, staying positive does not mean remaining passive. Take action. Defend the truth. Become part of the solution! Here are seventeen practical options to build your momentum. Pick your favorites and get started today. Then spread the joy to others.

    1. Make the Decision to Stay U.P.

    Nothing of consequence happens until you promise yourself that you’ll become the most positive person you know, even in light of challenging circumstances. Raise your standards! Become an inspiration to others. Everything else flows from this key decision to separate yourself from the herd mentality, from the vast majority who blame, whine, gossip, and predict the sky is falling. Life is short. Refuse to buy into this mass hypnotism…Take a stand, starting now.

    2. Start U.P. then end U.P. every day.

    One of the simplest ways to reduce stress and anxiety is to begin and end each day with what I call Positive Mental Nutrition™. Feed your mind with inspirational ideas, spiritual truth, or motivational nuggets for ten to fifteen minutes immediately upon awakening each morning and right before drifting to sleep each evening. During these two time periods, your mind is extremely susceptible to programming, so make sure your inputs are positive, healthy, and goal-directed. Read, visualize, affirm, pray, and rewrite your goals…and practice feeling thankful for what you do have!

    3. Summarize Each Day’s Victories, Large or Small, in Writing.

    This one practice alone can zap fear and generate quantum leaps in self-confidence. Start logging your accomplishments each evening in a notebook, hardbound journal, or on your computer. What a great, 4:8 habit!

    4. U.P. your Physical Exercise

    Another pillar of Ultra-Positive living is consistent, moderate exercise. This includes aerobic work to burn fat and improve heart health; weight work to tone and strengthen your muscles and elevate metabolism; and flexibility work to stay loose and limber. Exercise more. Exercise a lot more! Face the facts. When you’re in terrific shape and feel better about yourself, you feel better about your life and more optimistic about your future. You’re positioned to live U.P. to your full potential.

    5. Break U.P. the Big Four

    Negative thinking leads to negative emotions, which in turn trigger more negative thinking. The vicious cycle becomes engaged. The top four negative emotions include fear, worry, blame, and guilt. These terrorize your potential and immobilize your efforts toward becoming Ultra-Positive. When you begin experiencing results you didn’t want or expect, it’s easy to get scared and start thinking more about potential losses than potential gains. This mind-set triggers worry or what I call reverse goal setting, where you vividly imagine what you don’t want. To transfer the burden of worry, you will often blame someone or something outside of yourself. Alternatively, you may exaggerate your role in the negative events and experience guilt. Consider negative emotions to be lies from the enemy. Deal with them directly by refusing to entertain the thoughts that fuel them. This is a point very much worth reinforcing: Invest your time thinking about what you want instead of what you don’t want.

    6. Forgive Someone, Including Yourself, Daily

    Harboring grudges and hostility against anyone, including yourself, tends to attract more circumstances to be upset about. Practice forgiving somebody every day for real or imagined transgressions. The better you become at forgiveness, the more positive you can become as a human being. If you skip this one, I’ll even forgive you.

    7. Quarantine Negativity if You Can’t Dissolve It

    Carve out a particular time and place to worry (worry time) and to complain (issue time) each week. This is extremely effective because then the rest of your week isn’t diluted with the minority of negative circumstances that can infect otherwise healthy days. When you cut the spontaneity out of negativity, you severely weaken it.

    8. Focus on God. He’s U.P.

    Remind yourself of everything you know to be true about God. God is all-powerful. God is love. God is sovereign. God is always with us. God is absolute truth. God never changes. And so on. Thinking about God is good, really good! And the bigger you make God, the smaller your problems become.

    9. Schedule Four-Minute Positive Injections Every Two Hours

    Think of these as Positive Pit Stops. Review your goals or mission. Practice affirmation or visualization. Pray. Read the Bible. Relive a positive memory. Write a thank-you card or send an e-mail of appreciation to someone important. Ask 4:8 Questions. (See page 33 in that smiley face book)

    10. Simplify and Declutter to stay U.P.

    Complexity is negative. Simplicity is positive. Room by room, drawer by drawer, try tossing one tiny item of clutter every day for thirty consecutive days. My 1% clients love this one and so will you, because doing even a small task will help you to feel more positive. Break your jumbo-sized goals into sub-goals and milestones, and then splinter them into even smaller pieces if necessary to spur you into action. Renegotiate or downsize existing commitments to lighten your load a bit for the next thirty days.

    11. Get to Bed Sixty Minutes Earlier for Ten Straight Days

    Fatigue, especially chronic fatigue, invites negativity and cowardly thinking. During periods of intense or prolonged stress, extra sleep will help your brain remain an ally in the war against mediocrity. Cut something out of the evening schedule (maybe the bad news) and drift to sleep with visions of victories dancing in your head. Your body, mind, and spirit will thank you.

    12. Take a Twenty-Four-Hour Mental Fast

    Become Ultra-Positive one day at a time. You can rid your attitude of toxic thoughts through the practice of mental fasting. Read and reread The 4:8 Principle if you want to master this simple, relevant, powerful and biblically-based mental technique. During your fast, abstain from all complaining, fear-mongering, criticizing, excuse-making, gossiping, and worrying whatsoever! Start with a twenty-four minute fast and gradually discipline your mind to repel all negativity for a whole day. Focus on progress. Rinse and repeat as necessary.

    13. Stay U.P. and Watch Your Favorite Funny Movies

    Laughter is fabulously positive. Research indicates that people who laugh more actually have more fun. Isn’t that surprising? Consider building your own comedy library on DVD. Save funny movies on TIVO. Watch often. You’ll stay healthier, more creative, and less stressed–and that’s a great alternative to the medicine cabinet.

    14. Have a Counter-Attack Plan U.P. and Ready

    Become hypersensitive to your thought life. Since you can be negative only when you’re thinking “8:4 thoughts,” you can quickly become positive by thinking “4:8 thoughts.” This is called the Principle of Substitution. The split-second you notice any negative thought running through your mind, replace it emphatically with something like, “I am responsible” or “I trust God” “God is with me” “This is temporary” or “I can do it.” Repeat, repeat, repeat! Be ready with your comeback before the heat of the moment. Make negative, limiting thoughts unwelcome in your mind.

    15. Re-Engage an Old Hobby to Stay U.P.

    Involve yourself in a positive activity that used to be important to you but may have gotten squeezed out of your life due to other priorities. This will be both therapeutic and rejuvenating. Consider it a gift to yourself.

    16. Intentionally Cultivate Ultra-Positive Company

    This one is mandatory. It’s next to impossible to become or stay U.P. when the people you live and work with are petty, “8:4 thinkers.” Nothing equals the influence of your habitual associations. Especially now, be purposeful about which people are close to you on a regular basis. The people you hang out with influence your outlook on life. As you become more optimistic, you will attract more optimistic people in your life, and that’s good.

    17. Help Someone Else U.P.

    Donate your money. Donate your time. Volunteer. Simply serve someone less fortunate (and there are a billion or so to choose from) or contribute your talents and gifts to a worthy organization. Helping those who need help reduces self-centeredness and puts your own challenges into a much more positive perspective.

    The key to staying U.P. is to remember that every situation can indeed be positive when you view it through the lens of Philippians 4:8, as an opportunity for spiritual growth, character refinement and the redistribution of joy.

     
         
     

     
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