Grow UR Biz Blog – WITH CAROL

IS THIS THE YING AND THE YANG?

Lunch time, well not really. I didn’t get to lunch last week until 3pm because of computer problems. I went to the ‘famous’ computer store…. they were polite, made you feel like you were the only person in the store. My technician called me by name, shook my hand, and smiled while welcoming me to the store. This is a good day.

Now, about lunch, I was starving and decided to go to a restaurant where I could sit outside. I waited and waited and waited at least 15 minutes. Finally, a bus boy arrived and said, “Are you being waited on?” I told him I hadn’t been. “Well, let me at least get you water.” He came with the water and told me that my server would be here momentarily. She finally arrived and I’m starting to feel the affects of starvation. I tell her that I would like to order a chicken cheesesteak but that I’m gluten free and I’ve eaten here before and they have gluten free bread. She says, “Well we don’t have buns all the time.” I reply, “That’s okay, what do you have?” She says, “We only keep a limited supply of the gluten free bread so I’m not sure we will have it.” PAUSE – PAUSE, I ask her to check and I get the evil eye. Obviously, she had her lazy shoes on because she did not want to go inside to check. But she goes in and then tells me we have two buns left and I tell her I only need one. Finally, she brings lunch and it was delicious. When I ask if Jane (a friend of mine) was working today, she begins to perk up. Yes, she is! When she came back to check on me, asks if I need anything else, do I want dessert? Are you ready for the check? She now decided to give me the, ‘you’re about to pay smile.’ Oh well, another customer service fail.

Today, I have to get my mom a new purse, I went to Kohl’s in Allentown, pick out the purse go to the register after having no less than two people asking me if they can help me. At the register I find Miss Personality working today. Wow, what a difference! She’s helpful smiling, courteous, and asks me if I’d like to join a rewards program. I forgot my credit card, “No problem, I would be happy to assist with that.” During the purchase her register shuts down and I get a big apology but she doesn’t miss a beat and runs to another register to finish the transaction. See you again soon!

Three Customer Service Lessons

1. Beware of the customer service scams, when the waitress or waiter isn’t nice until the check comes. And then you decide whether she or he earned the tip.
2. Be sure to thank the person who does an extraordinary job and has great customer service skills and frequent that store, restaurant, or establishment.
3. I think the initial greeting says its all, if there is an attitude, no smile and a ‘you are bothering me attitude’…. JUST SAY NO!

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

It’s All about ME!

It’s all about me! I, I, I. Me, me, me. How can I build my business? How can I make more money? How can I get more customers? When can I start my taking my social media to a new level? When am I going to grow my reputation?

WRONG!! I’ve seen so many businesses who believe they can do it all by themselves.
1. Maybe the number one reason is that they don’t want to pay someone.
2. They may struggle with sharing information.
3. Maybe they don’t believe in the value of key marketing strategies.
4. Or, they are not good at training.

All those answers relate to small thinking. When you think small you spend time working on small things. You might have the inability to see the bigger picture. Here are a couple of words that relate to small thinkers.

Narrow-minded – not interested in any idea except their own.
Rigid – not willing to ever change their ideas, attitudes and opinions.

Intolerant – not willing to accept any beliefs but their own

When it comes to small thinking and those words that describe it, all very much the same – It’s all about me, I’m right, everyone else is wrong!

On the other hand,  are a different story. They take risks, they hire people smarter than they are, they can see the future, failure isn’t something that will hold them back. They look for new ideas and new projects all the time. Here are a couple of words that relate to BIG THINKERS.

Flexible – will change their mind for the benefit of all, not themselves.
Open-Minded – new ideas rock in their world.
Visionary – they know that success is near and they need others to get them there.

When it comes to BIG THINKING the message is clear, ‘I’ isn’t in their vocabulary, however, ‘we’ is their most spoken word.

Here’s a great example of a BIG THINKER – Laurel Myers, Senior Director, Products & Innovation, The Honest Company “Millennials need the same products and services everyone else does, but they demand more – better quality, higher ethical standards and greater value. Myers says that if you want to know how to serve this market, you had better be ready to listen.”

Like BIG THINKER Laurel Meyers, whose company sells Honest Tea to millions to truly be successful besides being a BIG THINKER you must understand your audience, who they are, how they think, and what they need.

So, be a BIG THINKER…..we, we, we, we can do it.

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

7 Ways to become a SUPER CONNECTOR

I’ve seen it all. Your boss says, “I want you to get out of the office and network.” Or you are the owner of a small business and you want to get more customers. Well, don’t just sit there. And heed the WARNING…. don’t walk up to people and say, “Hi, I’m Joe, I work at XYZ Bank. Would you open an account with us?” Or “Hi, I’m Kathy, I’m a realtor and looking to list homes in your area, can you give me three names of people you know who are selling homes? I’ll call them and tell them you sent me.” I call this “get in your face networking,” it doesn’t work and many times it is offensive.

But before you go, how about we learn a little more about effective networking and becoming a Super Connector.

  1. Networking means you start or continue to build a relationship (trust is the single most needed emotion that can turn a friend or colleague into a someone who will refer you)
  2. Make sure they know what you do – People don’t refer you for many reasons, maybe they don’t like you or maybe they don’t understand what you do – when you are into the relationship and you know they like you, take the time to share what you do.
  3. Refer others first – this is the BIG ONE, give first, refer first, take time to really get to know them well enough to help them first.
  4. Just get together – when building the relationship make sure you get together with no sales, no business, nothing but ‘I want to get to know you better’, find out what makes them tick and what common interests you have.
  5. Chemistry Matters – be able to identify people you will not be able to refer. If there is no chemistry between you and nothing in common, give it up and spend your time nurturing the relationships that matter.
  6. Choose your venue carefully – don’t waste time going to places that don’t attract quality entrepreneurs, generally people like to go to cool venues, with upscale food and beverages and, if there is a speaker, make sure the speaker and the topic are of interest to you.
  7. FOLLOW-UP – this has to be the number on reason where networking falls apart. You can’t find the business cards, you don’t remember what your conversations were and if you wait too long they won’t remember you.

We all know “You can’t stay in the corner of the forest waiting for others to come to you. You have to go to them sometimes” – a quote by the famous Winnie the Pooh

You may want to consider leaving the corner of your office and becoming a Super Connector, TODAY!
Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

THE OMELET AND THE BUFFET

I always keep a special eye open when I travel because I don’t generally know anyone and the customer service stories abound.

Omelet Line – So, I walk up to the omelet station, grab a plate and a woman comes up behind me and starts huffing and puffing like a teenager. I glance at her and she says, “I hate when someone gets in line in front of me.” Even though she wasn’t in the line when I got there I offer for her to go first. She moves in front of me but is visibly uncomfortable. She starts talking fast and says, “You took my spot in line.” I said, “I didn’t see you and I would never do that.” She says, “I really hate when someone goes in front of me.” I go silent, sometimes the best strategy. All of a sudden she leaves. The chef asks me what kind of eggs did she want. I didn’t know what to say since I was already on her bad side. No where to be found I tell the chef to give her regular eggs. Now the chef is huffing and puffing because this lady ordered an omelet and then left. Suddenly, she bolts over to the line, gets in front of me and six other people, grabs the omelet, throws a dollar at the chef and leaves. Now, the six other people are shaking their heads in disbelief.

Buffet – Off to the rest of the buffet and I see that they have fresh red beet juice, I took one sat down and began to drink. A big lump of something was in my mouth! Not good….I had to spit it out and called over the waitress. She and another waiter (I named him ‘Chuckles’) are figuring out what to do. He was headed to the kitchen so she asks him if he will please take the remaining juice to the kitchen and tell them something is wrong. He says, “NO, it’s your table, you do it.” OMG, teamwork at its finest. She didn’t want to leave my table until the manager came by. She could not have been apologetic. Mr. Manager came over, apologized explained that the Chef is supposed to taste the juices every morning and obviously didn’t. He offered to pay for the breakfast and took my name in case I needed anything else. I was pretty sure I didn’t swallow any but it’s an awful feeling having that slimy stuff in your mouth.

The moral of the omelet story – there was clearly something wrong with the woman. I didn’t know that at the time, but tried to be polite, speak softly and let her go first. I could have argued with her, denied the line jumping and made her even more angry. Never jumped a line in my life, not starting now, but it doesn’t feel good to get accused of something you didn’t do. – LISTEN – SOFTLY REACT AND LET HER HAVE HER WAY IN LINE

The moral of the buffet story – While waiting for the manager I was chatting with the waitress and told her that I write a column on EXTREME CUSTOMER SERVICE and I might include “Chuckles’ in the article. He was not a team player and was quite rude to her in front of me. After she left she went and told him he might be featured in my article and boy did he perk up. He actually even put his arm around her, started smiling and developed a hustle and bustle in his step. MS. WAITRESS COULD NOT HAVE BEEN MORE ACCOMMODATING, EMPATHIC AND POLITE – she received $10 tip. MR. MANAGER DID THE RIGHT THING – I’m sending a letter to the restaurant’s owner. Chuckles, well, he just ended up in my column this week, but my guess is his customers had a great day with him once he found out he was on the HOT SEAT!

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

EMOTIONAL INTELLIGENCE 7 REASONS WHY

Ahhh, Emotional Intelligence (EQ) – the capacity to be aware of, control, and express one’s emotions, and to handle interpersonal relationships judiciously and empathetically. Some say it can be the key to personal and professional success. When emotional intelligence is high, you have the ability to ‘read’ people which can be very important when building a biz! I’ve been known to say he or she has no self-awareness based on a behavior which might include lack of self control, the inability to access someone’s emotions or actions.

A good example is, you know, when you are shopping, ready to check out and the cashier is completely ignoring you and talking or texting a friend. Or you are with someone and they take over the conversation, get to close to you and literally invade your personal space. Both have no self awareness.

I think there are 7 Reasons why someone with Emotional Intelligence (EQ) has a better chance of making it in business.

  1. They persevere, giving up is not an option. The one and only option is finding a solution even if it means failing once in
    a while.
  2.  They have the ability to be happy most of the time. Not to say they don’t have their moments, but working with customers can be challenging and if you start out happy, most days will be smooth sailing.
  3.  They can and do motivate themselves, they get up and go every day.
  4.  They position themselves as an expert, others look to them for advice.
  5.  They are lifelong learners – they read every small biz book they can get their hands on like “The Tipping Point.” Read it, you will not regret it.
  6. They not only embrace change, they create it.
  7. They take care of people, first their staff and second their customers.

In a 1995 interview, Steve Jobs said, “I’m convinced that about half of what separates the successful entrepreneurs from the non-successful ones is pure perseverance.”

You can be an expert, too. Someone once asked me, “What makes you an expert?” My answer was, “My clients, my friends, my community, my associations and more.” You can be an expert too. Pay attention to your own self-awareness and position yourself genuinely as an expert. After all, we all are an expert at something.

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterbck and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

UNITED WE STAND 5 THINGS U NEED TO KNOW

Recently, I’ve had to fly for work and pleasure. The old gray mare just ain’t what she used to be. I remember looking forward to getting on a plane, being treated special and being served crabmeat stuffed tomatoes with chocolate covered strawberries. Some folks even dressed up to travel. Today, it’s very different. After seeing the man being drug off the United flight last week, it made me think about what has happened to the airline industry.

My son and his family recently flew on a different airline and when they arrived at the airport they realized that another airline separated the entire family, including my 4 year old granddaughter, she was to be seated by herself. Can you imagine? They were tired from an exhausting vacation and, to top it off, many other families had their seats moved. It was a hot mess. They finally put my granddaughter with her mom and the boys had to sit separately. The 10 year old was getting told over and over again by adults that he was in their seat. Tears began to flow, he was scared and treated rudely. The end of the story is my son was offered $1500 a seat to get off the plane. They turned it down after all the turmoil and just wanted to get home.

Then, last week I see what seemed to be a sincere apology from the United Airlines CEO and a commitment to changing airline policy. He said, “I take full responsibility for what happened.” When he was in front of Congressional leadership they said to him, “If you don’t change your CUSTOMER SERVICE, we will change it for you with legislation.” I researched further and it seems the real problem is that because of all the airline mergers their isn’t much competition with the major airlines. So now, Congress is going to mandate customer service, will that work?

UNITED WE STAND with Customer Service 5 Things you Need to Know

Your employees are your first customer – treat them like Gold!
Spend dollars on training, make a commitment to annual training!
Create a customer service incentives program.
Follow-up with evaluations every 3-6 months.
Spend more time with the top 20% of your staff, get them well trained and give them the responsibility of leadership. Their performance will enhance the environment.

United is about to embark on big changes. It’s almost a shame that dragging a human being off a plane got them to a place where everyone in the country knew what had happened and now everyone in the country is waiting to see if the CEO meant what he said. Mr. CEO, you can create a Company Culture that is unprecedented with a new brand, new voice, new vibe and new culture. Hopefully, the public will stand UNITED!
Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

5 Grow UR Biz Lessons from Sheetz

Just another weekend learning about customer service, looking for ideas to Grow UR Biz. I needed a bottle of water on my way to work in State College and I have to admit, I generally don’t go to Sheetz but it was on the way. Knocked my socks off! I walk in and ask if they had iced coffee. The young man behind the cash register came out from behind the register, walked me to the ordering computer and began to train me on how to order their $1.99 freshly brewed ice coffee. He asked me if I needed anything else and I asked if there was Splenda and cream. He took me over to another station but I still didn’t see the little yellow packets and that’s because they have a state of the art sugar machine…..You put your coffee under the spout and hit 1, 2 or 3 sugars. Now I’m amazed. The cream comes out the same way. Half and half, skim milk, regular milk and 2%. I decide to look for my water, I pass 5 BIG tunnels filled with peanuts, chocolate chips, M&M”s and more. I wondered what this was, can I get a bag of peanuts? Then I notice the sign, it was for the ice cream sundaes you could build. I leave that area on my way to the water and pass the Soda Cave – yes, the Soda Cave. It’s a big walk-in cooler filled with cases, six packs, chilled and ready to go. I’m not a soda drinker but I am over the top impressed. I head to the ladies room, clean as a whistle. On the way out I see a mini lounge for customers to sit and enjoy their beverages and snacks.

It takes a lot to knock my socks off, but here are

5 Lessons from Sheetz…

The same old, same old doesn’t work, new ideas, new unique ideas keep us coming back.
Scheetz designed this with the customer in mind, always keep your customers needs before yours.
Shake it up a little bit, try something new, something that is unconventional and edgy.
When a customer or future customer steps inside your business, they need to feel like they are important, like they are valued and that you are offering something that might even be irresistible.
This particular Sheetz was truly innovative and bordering on spectacular. Customer service was extreme, set-up fascinating and, by the way, coffee was very good.

At the end of the day the consumer rules. Keep them first and you will succeed.

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

9 Face your Fear of Public Speaking Strategies

I recently read an article about the top ten fears in America. Guess what is Number One? You got it…. public speaking, followed by heights (my personal fear) bugs, financial problems, deep water, sickness, death, flying, loneliness and, last but not least, dogs.

Entrepreneurs who understand networking and how to market business know there are certain ‘must do’s’ to GROW UR BIZ! One ‘must do’ is speaking in public, getting your face out there, letting people know who you are and what service or product you represent and your trustworthiness. Well, if speaking in public is the #1 fear of Americans, it would make sense to me that a ton of entrepreneurs have that fear.

TIME TO FACE THAT FEAR HEAD ON

I mentioned that I have a fear of heights especially, when I get inside a huge arena or stadium. Many years ago I bought tickets to a Phil Collins concert and purposely asked where the seats were located. They lied to me and said they were not high. Seriously, I could have touched the ceiling in the Comcast arena in Philadelphia. When I arrived, the panic began and I had to leave, I felt like I was falling. I went to ticket booth for a refund and they pleaded innocent because another company sold me the ticket. So I walked around for the entire concert. This was no less than 20 years ago and since then I have made attempts to conquer this fear. I go to broadway shows and can sit in the mezzanine, I went to the Grand Ole Opry, didn’t do so well there and I’ve even sat in the high seats in the Pennsylvania House of Representatives. Have I conquered the fear? Not completely but I have made important strides to FACE THE FEAR HEAD ON.

How about you? Do you have a fear of public speaking (one of the best ways to promote you biz)? If so, here are some strategies to overcome, face it head on and take your business to a new level.

I have used these strategies with my clients for many years.

  1. Be yourself – don’t try to imitate another speaker – if you are funny, be funny.
    2. Prepare, prepare, prepare – head into your speech with confidence.
    3. Know your audience – it’s all about them, not about you (audiences have personalities)
    4. Talk to someone who is a successful speaker.
    5. Use the internet to learn more about speaking.
    6. Give something away – whether it be a bounce back coupon or a sample.
    7. If you make a mistake, apologize and then be willing to laugh at yourself.
    8. Get rid of any perfection expectations, no such thing as perfect when you are in front of an audience.
    9. EVALUATE yourself, what did I do right, what can I do better and move on, don’t beat yourself up, PRACTICE MAKES PERMANENT

FACING YOUR FEARS HEAD ON isn’t always easy but can be a very rewarding experience. And, as always, if at first you don’t succeed, try try again!
Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

7 Traits of a Super Networker

Seriously, I have built my business by networking. Some people love it and some people hate it. But, for sure, it works. The chamber, the business networks, the BNIs and more sponsor networking events mostly for small businesses. I had an interesting phone call today, a future client called because he’s getting involved in a great business deal and might need my services. He said when he was meeting with the third party my name came to mind. We met 2 years ago, and he remembered me, oh my, that’s so cool. We are in the very beginning of our conversations and we will see where it goes but that’s the real live goal of networking – THAT SOMEONE REMEMBERS YOU!

HERE ARE 7 TRAITS OF A SUPER NETWORKER

  1. You must have self-awareness, the ability to read social cues and more importantly the ability to step aside and learn about others.
    2. You must have over the top listening skills. Networking is so much more than talking about yourself, it’s listening to others and being able to discern if there is a future business connection.
    3. I believe smiling is important, a welcoming personality is always more successful at networking than someone who cannot “put on a happy face”.
    4. Be a giver look for opportunities to do something for someone for free, something like a referral, a lunch or maybe a complimentary first meeting.
    5. Be genuine and believable a sincere delivery will always trump the talking for the sake of talking delivery
    6. Show up consistently, you cannot go to one event and tell believe you are an effective networker, try at least once a week.
    7. Follow-up without follow-up you might as well have not even attended the event. Call, text, email, the next day to keep the conversation going, send a nice to meet you card immediately and take the relationship to the next level. Now is the time to offer something with no sales attached.

If it’s your first networking event, take your time, think about listening and meeting people with no sales involved, if it’s beyond your first rodeo, go get um and build the relationship first. A strong trusting relationship will run circles around cold calling and many other tactics that just don’t work.

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

Grow UR Biz – 4 Ways to bet the BEST BIZ IN TOWN

Easter shopping on Saturday. The baskets need to be filled, I need to think about the ham, the family and scheduling Easter dinner. I look at all the little things and chocolates that might go in the basket. At the store, no less than 3 employees go out of their way to say ‘hello’ to me. I thought, “That never happens,” and one of the employees asks if she might help me find something.

Time to check out, the gal at the register was young and extremely friendly. Her boss came up to her and teased her about disappearing one day, they both laughed, he acknowledged me and went off to another cashier. Halley, I say, “It’s really nice to be in such a friendly store, it so rarely happens.”

She responds, get ready for this, she says….
“I LOVE IT HERE SO MUCH SOME DAYS I DON’T WANT TO GO HOME”.

She went on to say that she was a student at Kutztown University and an intern at this store. She also said she will have a managers position when she graduates in June. I have to ask, “What makes this store provide incredible customer service and why are you so excited about having a full time position?”

Positive Company Culture
Expectations are High
Training
Focus on the Customer

I love the show Barefoot Contessa. It’s a cooking show on the Food Network. The chef is sweet and actually cooks on the show. This week she featured a restaurant in NYC to be featured on her show. The owner/chef made a lemon chicken to die for and his most requested vegetable, peas and prosciutto. At the end of the show she asked, Tell me how long does it take for folks to get a reservation at your restaurant?” The answer was one year.

Can you imagine shopping at a place where employees love working there so much they don’t want to go home some days?
Can you imagine owning a business where people will wait one year for a reservation?  Can you imagine……….

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.