Customer Service Starts with Fun!

After studying thousands of companies, the HR management consultancy firm, iOpener, found that there is a very strong correlation between happiness in the workplace and productivity. As Homer Simpson would say, Doh!

Their research actually found that those who were happy at work were 50 percent more productive than their least-happy colleagues. My experience in working with thousands of small businesses and dealerships has taught me that stores who provide outstanding customer service, also create a culture wherein employees have fun.

At The CPO Institute, our research tells us that there are five keys to creating a culture where people have fun. Let’s briefly look at each of these keys:

  • Buy-in- Everyone on the team buys-in to the mission, vision and goals. Moreover, there is a congruency between their personal values and those of the organization
  • Bigger Purpose- Team members understand how their actions add to the greater good of not only the company but also to the community at large.
  • Brotherhood- Encouraging a culture that provides and encourages a supportive environment where people offer and receive support whenever it’s needed.
  • Bottom-line- Each member of the team clearly understands the affect their performance and behaviors have on the bottom-line numbers of the organization.
  • Balls-People in the organization need to feel free to “tell it like it is” and are encouraged to do so. The more open and honest…the more fun exists.

A firm belief here at The CPO Institute, is that customer service is built on having a highly effective team which is focused on building relationships with their coworkers, community and customers. Having fun in the workplace, as iOpener has discovered, will make people more productive and as we have learned, will as a result, create more satisfied customers.

Whether you’re selling cars or real estate, TJ Wisner can help you and your organization. Contact The CPO Institute today and see how we can help. Call TJ directly at 810.569.5858

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Maybe I Should Change it to “Serving Skills”

Since most of our Sales training workshops are focus on serving the customer and what we call the 6-C’s of relationship building, maybe we should take the word selling out of the title altogether.

It’s almost funny how sales people are going back to the basics of selling. For too many years, what has been called sales, has been no more than order taking. Now, sales people are forced to revert back to the old skills that the truly highly effective sales people have always followed. All too often, however, they either have forgotten the basics…or never really knew them.

BUT THAT’S WHAT IS COOL!

Here at The CPO Institute, we love helping existing sales teams review the basic selling skills through self-assessment and self-improvement team learning initiatives. Our wide-ranging years of experience in the automotive industry gives us a unique ability in relating to and helping everyone from the Showroom to the Service lane in developing long-lasting customer relationships.

Maybe we should call it “Serving Skills” not Selling skills, since sales is all about serving the customer. Give us a call, let’s see how we can serve you and increase your training ROI and IOB.