Lead constantly…Use words if necessary

Lead

Have you ever worked for someone who you knew was having a bad day or a good day just by the look on their face? Most of us have sometime in our careers. You may have some of these people on your staff right now. Or, it may be you!

Non-verbal communication can be extremely effective in both a positive and negative way. If used properly, silent leadership can often be more powerful than anything you could possibly say. Those who speak on a regular basis can tell you that the audience will remember a very small percentage of what you say but they will remember how you said what you said and how you made them feel when you said it. This is true whether you are talking on-on-one with someone or, to a large group.

“Body language is one of the most important ways that we communicate with others, yet it is probably the skill that receives the least amount of attention by individuals,” says Anne Baum, author of Small Mistakes, Big Consequences: Develop Your Soft Skills to Help You Succeed. Baum says,  “eye contact is incredibly important as a leader. Looking your team members directly in the eye and listening to hear (not just to answer) builds trust between a leader and their team members.

Over the next week, monitor your eye contact and body language and do a self assessment of your performance. Ask those you work with for feedback on your quiet leadership skills. 

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Better Team Huddles

Team HuddleI urge every business which operates with internal teams, especially in Contact Center settings, to make sure, whoever is leading those teams, supervisors, managers, etc., is having a daily Team Huddle at the start of each shift.  

Companies that do Team Huddles correctly, end up with better team performance over time. But, invariably, team huddles can turn into mundane, “Leadership said we have to do this every day,” uninspired wastes of precious time. which is the exact opposite of what you are trying to accomplish with a start of shift Team Huddle.

To those who run daily team huddles, I have this advice:

Ask yourself this question. Who is talking more at your Team Huddles. YOU or your Team members?

Your Team members should be doing most of the talking and most people should get to speak.

Huddles are not a great time for a speech, but, if you are going to give a speech, make it a motivational speech.

You can talk about goals for the day, but getting into a detailed discussion of KPIs is not what Huddles are for.

What is a huddle? A huddle is your  pre-Game opportunity to get people fired up for the day’s performance in about 5 minutes! A chance to rally your team to work as one to meet stretch objectives.

Talk about getting to the top of the Team Leader Board…point out your top performers and challenge others to match or beat them. Ask your top performers to share some success tips, and challenge them to do better.

Get the team talking about what they are going to accomplish today!

If the week happens to be the last week of the month or quarter, will the team set records or be mediocre?

Where will your team end up? The numbers are a result of preparation and execution.If your team is prepared properly for the job, then you should focus on inspiring their execution.  Rather than focusing on the numbers so much, focus on motivation, energy and effort.

If folks don’t leave your huddle ready to jump on the phone or into the project and make a difference, it’s not been worth the effort.  If their first thought is, time to get a coffee, your huddle has failed.

Save housekeeping and too much detail about numbers for longer Team meetings.

Use this opportunity to lead your team to stretch objectives, and Fire them UP to win today!!

Make a difference today!!

Mike

Oh YES! YOU can earn 6 figures from Home

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Nearly 1 in 4 Americans now work from home, and the number of home workers is expected to rise by 63% over the next 5 years. With an increasing demand for work at home positions and companies looking to cut costs, legitimate work at home opportunities are on the rise.

Are you still driving to the office but wish you could work from home? Read how professionals just like you are making it happen at MikeaboutMoney.com.

 

 

 

Job Seekers – Beware spam viruses — MICHAEL

Job seekers across the world who utilize any online services for posting resumes and contact information are at great risk for being targets of computer viruses delivered via email. When a person is aggressively looking for work, any email that comes in which has the appearance of a job opportunity and/or interest from a potential […]

via Job Seekers – Beware spam viruses — MICHAEL

Better Mondays = Better Performance

Drive better Customer Experience, Operational & Financial Performance one Monday at a time!

better call center performance

When I start working with Contact Center owners, I always tell them I’ll be at the site bright and early on Monday morning. I usually get responses like, “…well, Monday’s aren’t the best day to visit because everyone is just getting back from the weekend and things are a little slow. ”Why don’t you start on Tuesday?”,

Yikes! no wonder they are calling me for help to boost their call center’s performance. Top Call Center Operators that I’ve worked with make it a point to hit the ground running on Monday mornings. There is not warm up or ramp up time in the Customer Experience industry where your company and brand (or your client’s company and brand if you are a BPO), are as good as your last call.

As a Call Center leader, do you allow your team to leisurely wander into the office, grab some coffee, talk about the games this past weekend, and, eventually get around to thinking about planning for their day? Monday or any other day of the week?

A word to front line leadership. If you want to be a successful Call Center Leader, grow in your career, break records and develop a loyal and high performing team while and separating yourself from the pack, one simple change can propel you way ahead. Be ready to go on Monday Morning. You should be rehearsing the plan you’ve created on Sunday night in your mind as you drive into the office. In fact, some top operators are holding conference calls with their team on the way in.

If you are a front line Supervisor, Manager or Director, if you get to work wondering what you are going to do on Monday morning, you’ve missed it completely. And, holding a staff meeting on Monday morning without an agenda and no goals does not count. Staff meetings on Mondays often are used to plan the week. By Noon the plan is getting rolled out to the floor. Too late to have a positive impact on Monday’s performance, and possibly, the week’s performance.

If you need a planning meeting, have it on Friday afternoon (another very valuable time period that is often wasted – more on that in a future post). Plan for next week so everyone comes in Monday morning with a game plan and ready to go.

Some of you may be thinking, “Wait Mike, I don’t get paid for Sunday night work.” I say, “oh yes you do! You get paid to bring value to the company and to your team. And that means you plan your work in advance so you have a plan and a direction the minute you are in the building.”

If you want to be paid only for the time you spend clocked in, I’m sure your company has some agent seats they need to fill with good people like you. However, once you accepted a leadership position, you chose a different path. You have a direct stake in the success of the company. You are now a role model. You set the tone, the pace and the energy level for your responsible area. Whether it’s a team of 12 agents or a department of 100, you are in control of the performance and success levels which are directly impacted by the preparation you bring to the job each day.

Those around you, direct reports, Sr. Leaders and Colleagues will see the energy and seriousness you bring to the job. This is not a make it up as you go industry and when others see your approach they will know what you expect and will follow your lead. If not, you’ll have a place to start as a mentor and leader.

Let’s all plan to bring our A-game to Monday Mornings and watch the performance needle move.

 

 

 

 

 

 

Everyone is Watching You Shop…Both On And Offline

As recently reported by BI Intelligence,

“Google has long tracked shoppers’ activity online. Now it’s stepping up its surveillance and watching them offline, as well.

This means that Google is able to tell when you are shopping at Home Depot or your local grocery store.

They do this by tracking data from various websites and apps such as Google Maps, along with credit and debit card transaction data.

Google is packaging all of that information together and sharing it with marketers to prove that its online ads are prompting people to make purchases, whether they buy online or in a store.

Your activity is for sale. Not just by Google but by every, and any, company that ilookings able to acquire usable data about your activities. Your likes, hates, moves, views, texts, tweets, pics, locations, you name it, Big Data wants it. It is valuable. The more active and visible you are the easier you are to track. There is virtually no way to avoid being tracked, sorted, trended, reported on and sold. 

Information is king. Any company compiling customer data has a valuable resource that paints an actionable picture of current customers and by mining and analyzing this data, a company an figure out how to find more customers and sell more to existing customers. With the right data sets, you can “run into” potential customers at the right time and the right place. Today’s technology allows for these collisions to take place as if they were natural events.

Green Rain Media can help you capture and optimize your customer data so that you can leverage it for improved sales performance and new customer acquisition. 

 

The Product Matters!

I can’t tell you how many folks in Network Marketing over the years told me, “don’t worry about the product, the product doesn’t matter, it’s about signing people up.”

I never did business with those people because, to me, the product does matter a great deal! In fact, I would never represent a product or service that I felt was inferior. I knew that I would be putting my personal reputation on the line when I represented a company and a product so I was very careful. And you should be careful also.

That’s one of the great differences in working for yourself vs. having a JOB. At a job, if your company introduces an inferior product, you have to live with it. Even if you know the product “sucks.” After all, you just work there, right? And, you need the paycheck. When you work for yourself, your business is on the line so you must insist on high quality.
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I’ve spent my entire career in Direct to Consumer Sales and Service and I can tell you without hesitation that the product or service quality is a key to your success. Have some people made lots of money with an inferior product. Sure. But, they usually don’t last long once people catch on and enough customers complain. There are some who have made money with no product at all. They’re called frauds and thieves and you must stay far away from them.

If you are new to Network Marketing and looking to change your life through a home based business, I urge you to give any potential businesses you are looking at this important test. When you see the product demonstrated or watch the video, do you immediately say to yourself, “I want one of those.” Or, “Wow, we need that!” If you want one, the business opportunity definitely has promise. But, if you don’t think you want one for yourself, your prospects will have the same feelings.

Here is an example. What do you think when you watch this video?

Remember, sales is not about forcing people to buy something against their will. Good sales people know that if you have a product that sells itself, 90% of the work is done and your chances of making money go way up.

In the end, for any business to survive and thrive, products and services must be sold. Without sales, nothing else happens. Network Marketing is a crowded business with lots of products vying for the attention of you and your prospects. To maximize your chances for success, represent a high quality, “Must Have” product.

If you watched the 2-minute video above and thought, Wow, I want one of those, you now know why the Product Matters.

To your success,

Mike

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