Making Dreams Reality

No corporate mumbo jumbo red tape here.

This is just small business owner to small business owner. As such this enables me to be agile, mobile and hostile. If you need an answer from my company you get an answer by me from me.  No corporate red tape. No board of directors to push decisions on. I make it my personal goal in life to make your life better.

Chris, what can you do for me?

  • Increase Profits through pricing goods and services correctly based on something other than just throwing something against the wall and seeing what sticks.
  • Increase Productivity through tracking what your production team does on a daily basis. If we don’t track it then we can’t measure it.
  • Increase Customer Experience and feedback by making sure that they have the greatest experience ever and then surveying them to find out where we can improve. Remember, the experience is remembered long after price is forgotten.
  • Increase Employee Buy In by making sure we have the right team on the bus and we are all headed in the right direction.
  • Increase your presence in the Community around you by having time to get involved.
  • Increase free time with your friends and family remember you want a business that YOU run not a business that runs you.
  • Increase your ability to hold your employees accountable with employee handbooks that make sense and one that you are unafraid to put to use.
  • Increase your ability to prioritize your time and delegate to others.
  • Increase your ability to be financially independent. It’s ok to make money. You shouldn’t feel ashamed or embarrassed because your company is profitable.
  • Increase your leadership abilities and help you identify other areas where you can improve. This is tough to do sometimes.  EVERYONE has a leader inside waiting to come out. We must identify your weaknesses and make a plan for building on them.
  • Help you set up a scorecard for success. We will set up a program to track your team successes and reward them instead of whipping them for things that they fail on.

I make it my business to help you improve your quality of life. All too often I hear people say my life is running me instead of I’m running my life.

With my help I will teach you the leadership fundamentals that you need to effectively get the most out of your business relationships. You will learn how to inspire and motivate your employees to be productive, efficient and loyal. Together we will turn your business into a well-oiled machine that runs if you are onsite or not.

THE WHEEL OF LIFE IS A GREAT EXERCISE & TOOL FOR HELPING YOU CREATE MORE BALANCE & SUCCESS IN YOUR LIFE. 

When life is busy it’s easy to have a life that is out of balance, especially if you are so busy and stressed to realize your life is unbalanced. You have to have drive and focus if you’re going to get things accomplished.  In order to establish that drive and focus let me take you for a ride in my “helicopter” if you will.  Let me take you above the things that create chaos in your life. We will find and acknowledge what is going good in your life, then we will see what areas you would like to improve and how important those improvements are to you. As always though the first step is to actually do the exercise!

Ways to Work With Me

Personal Goal Coaching

All successful people lose focus at some time or another along the way. During the process we will set and define goals and create a path to hold YOU accountable for your progress as we move forward together.

Entrepreneur Coaching

I assist business owners and upper level managers, identifying areas in their business or teams that are keeping them from or slowing down progress and achieving the next level of success. Together we evaluate the financials, processes, and employee interactions within the business. Then I work with your own strengths, knowledge and expertise, so that together we create a plan of action and implement it in order to reach clearly defined goals.

Career Coaching

Are you ready to move into a new career, but need someone to bounce ideas off of and hold you accountable while you get there? I will help you through the process of making your dreams come true.

Latest on the Blog

Do Your Employees Give Great Phone?

Do your employees Give Great Phone? Would they know if they did or didn’t?

What I see most often in small business is that we rush to hire and then fail to follow up with their training. We put new hires on the phone not knowing if they know how they talk to customers. Then why aren’t we following up on what the new hires say to the customers?  By not praising and rewarding them on what they did right we are teaching and training them poor customer service. Your employees don’t know what they don’t know!

Clients use our program to do the following:

  • Locate and identify small problems before they become bad habits
  • Identify training and operational weaknesses
  • Identify opportunities to serve customers more effectively than the competition
  • Link incentives to performance

Telephone Mystery Shopping

We do this by listening to your staff phone calls.  We report on inconsistent or incorrect answers given to customers across multiple calls.  Clients can then correct inconsistencies to ensure that accurate and consistent information is given in response to inquiries.  

Business Intelligence

Win more sales. Learn more about your strengths and your competition’s weaknesses. This will help you to have a more direct comparison on your services, products, and pricing.

Rewards

Increase revenue by turning customer transactions into winning opportunities for employees. Instant-reward mystery shops recognize employees that Give Great Phone and reward them with prize packages.  What happens when every employee knows that at any time the next customer could be a phone mystery shopper?

The only thing that separates your business from others is customer service, that type of service doesn’t happen by accident. Train yourself and your employees to excel and the results will amaze you!

Training

We will develop a process that fits your companies’ needs, and then we will train your staff on fulfilling your customers every expectation.

Industries We Serve

  • Food and Beverage
  • Retail
  • Automotive
  • Hospitality

 

There are many ways that companies improve operations through the use of telephone mystery shops.

 

  1. Turn Calls into Sales:

Ensure that a Prospect’s Initial Point of Contact is consistently Positive: For many businesses, an employee who answers the phone is a new prospect’s first point of contact with the business. It is critical to evaluate how employees sound and what wording they are using when making a first impression. YOU spend too much time and money making the phone ring to let them fail!

  1. Train New and Existing Employees:

Whether you operate bank branches, restaurants or retail units, an effective way to provide guidance to employees on phone expectations is to allow them to listen to a phone interaction between an actual employee and customer. With recorded phone calls, you have that opportunity.

  1. Evaluate Customer Service Skills:

A mystery shopper posing as a customer can call your locations to see how employees will respond. Does your company have a specific process for problem resolution? Are you concerned that employees are not all following the process consistently? Recorded phone calls can shed some light on these issues.

  1. Provide Positive Feedback:

Managers listening to an employee’s phone discussion with a customer have a concrete example of what the employee sounds like on the phone. This is easier than trying to listen to an employee on the phone as you are passing by. When listening in passing, you may not remember exactly what was said, and you don’t have the luxury of hearing what the customer was saying. With recorded telephone shops, when an employee uses effective wording, sounds enthusiastic, and exceeds expectations, you have another way to provide them with positive feedback.

  1. Provide Constructive Feedback:

Employees do not capitalize on the opportunities that a phone conversation with a prospect may present. For example, the employee may not invite the prospect to visit the location to learn more or purchase the service/product. In this case, there is an opportunity to listen to the call together and discuss what the employee might say next time to make the interaction more effective.

 

Get in touch with Chris

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Are You a Thermostat or Thermometer?

I read an article by Tarah Marie Carr the other day and in it she talked about relationships and how important it is to be a Thermostat and not a Thermometer.  Since then I have been thinking about it in a business situation and I am astonished at how many Thermometer’s I have worked for or been in contact with.  Please let me explain.

First I need to talk about what a Thermostat is and does and what a Thermostat does as well.  A Thermometer moves up and down with the surrounding environment, IT reacts to changes around it as they are happening. A Thermostat sits in a constant state and makes the environment around it change to meet its needs at the time. Now sometimes the Thermostat can be moved up or down if need be but not without an overriding force from outside.

I used to work for a manager that placed an empty bucket just inside the employee area and when things got stressful for him he used to come out the door and kick the bucket across the room all while pulling out his pack of cigarettes, light one up and just glare at everyone. When he was done he would just stalk away. Leaving everyone so stressed out about what was going on that we wouldn’t speak to each other for hours. Now I know this is an extreme example but it’s very true.

Have you ever worked for or with someone that as times got more stressful they started stalking around screaming at everyone and accomplishing nothing? If so you worked with a Thermometer. On the other hand have you ever worked with someone that was cool as a cucumber as the work load around them increased and things got more stressful? In doing so were they able to reduce the stress level of those working around them, being able to calm the entire group? If this is the case then you worked with a Thermostat.

It is extremely important as you mentor, lead and manage others around you that you become the Thermostat as the guiding force of the group. Now I want you to sit back and answer this question honestly, are you currently being a Thermometer? If so, why?  What can you start doing today that can change the way you let your environment affect how you lead others?

 

As always if you need help in your business or need help personally feel free to email me at infinitycoachingconsulting@gmail.com

Get in touch with Chris

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Eight Key Behaviors to Building Relationships with Your Employees

  1. Get Connected- Communicate often and connect with your team. Connect with a team member for brief chats and focused discussions regularly, not just when you need something. Find a way to relate to the things that the team member is experiencing at work, at home, and in life. Take an interest in learning what is important to your team members.
  2. Be Direct-Communicate clearly. Make sure that what is spoken is what is heard. When a team member asks you a question, answer truthfully. Give as much appropriate information as you can. If you don’t know the answer, say so. When you have finished talking, ask questions to ensure the team member understands your answers. If there is something that should be said in the moment, say it. Don’t wait.
  3. Be Open-Share information and perspectives. Be Transparent. Openly share your own challenges and perspectives with a team member. Accept, without judgement, how team members view themselves or a situation. Be direct and kind. Don’t avoid the truth, but phrase it in a constructive way.
  4. Demonstrate Respect-Be fair, kind and civil. Give credit to others and speak about people as though they are present. Play an active role to build or mend a working relationship with a team member. Give praise, feedback, coaching and the opportunity to offer ideas and grow. If you talk about a team member who is not present, keep the conversation constructive. Uphold Confidentiality.
  5. Listen-Genuinely understand a person’s thoughts and feelings. (Remember that line about making sure that what is spoken is what is heard? It works both ways.) When a team member is explaining a situation or problem to you, fully listen. Don’t cut people off in mid-sentence to jump to a solution. Ask questions to be sure that you fully understand the team member’s point of view.
  6. Be Accountable-Walk the talk and keep commitments. No passing the blame. The buck stops with you. When you make a commitment, follow through and honor it. If the commitment is more than you have time for, find an alternative solution.  Accept responsibility for the success or failure of the relationship.
  7. Right Wrongs-Apologize quickly, take action to make it right and be humble. If you’ve hindered someone’s success or caused unnecessary work pain, apologize and determine how you could have done a better job. Ask others to hold you accountable for doing getter the next time. Ask a team member to right any wrongs with others.
  8. Be Competent and Deliver Results- Make the RIGHT things happen. Understand the business and your role, and fulfill that role. Clearly and regularly communicate key measures of team members. Together, identify and discuss a team member’s strengths and blind spots.

 

Get in touch with Chris

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Heard Enough? Ready to make big things happen?

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