What could gratitude and happiness possibly have to do with success on the job? Everything. There’s plenty of proof that there are health benefits to feeling grateful and happy; such feelings can reduce stress, boost your immune system, open your mind to new possibilities and make it easier to be kind and creative. There’s also…
This week it’s Thanksgiving in the US. It’s the time of year when we allow ourselves to get in touch with the things for which we are truly grateful. It offers us a time – away from our usual activity – to pause, to reflect and to feel the joy of appreciation. At this very…
It’s Jim Blasingame’s 13th anniversary. That’s amazing dedication – he’s been on the air every day for 13 years as the Small Business Advocate. I’ve had the pleasure of being on his “brain trust? for 11 of those years. Do you have a brain trust? Do you have people you can go to for…
“I would recommend JoAnna to any company who needs to energize the employees and motivate them to provide superior customer service. I told Joanna at the last in-service “If I want you back, you must be great”! She is and I suggest you give her skills a try. Florida Technical College holds many different in-services…
The customer’s opinion is more important than it ever was before. 71% of people said they take a friend’s recommendation for a product or service. Customers today are involved and engaged in a way never before possible and it’s changing the game. For the better, I think. The customer’s in charge and the customer…
William James, the great American psychologist once said that “the greatest of human needs is the need for appreciation.” Wow – he was really on the right track with that one! Whether we are talking about personal or business relationships we all crave appreciation. We all want to know we are valued. We all want…
During National Customer Service Week I did a webinar for Manpower HowtoCreateMoreWow. The technology was fun and I was able to do a few polls. As I was talking about Moments of Truth and Moments of Magic (a MOT turned into a WOW for a customer) I asked, In the last week, most of my…
©2011 JoAnna Brandi & Company, Inc. 7491 N. Federal Highway • C-5 #304 Boca Raton, FL 33487-1658 (561) 279-0027 JoAnna Brandi facilitates workshops on Positive Leadership and Creating Positive Customer Experiences. She is Publisher of the Customer Care Coach© a weekly leadership training program on mastering “The Art and Science of Exquisite Customer Care.” www.ReturnOnHappiness.com…
We are all beginning to realize the value of developing long term, loyal relationships with our customers. They buy more and refer more, help us develop the next generation of products and services, and they even help us keep our advertising costs in reason. But are our customers (people external to our company that buy things from us) the only people we should be building long term relationships with? No. The relationship strategy applies externally and internally as well.
Human nature is funny, and the need to complain is a big part of it. Put a person in a room with a “specialist” and they tend to want a little bit of free advice. My friend Robin, a lawyer, says whenever she goes to a party someone usually asks for a little legal advice. My friend…
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