SPRING 2008

 Designing a Complete Sales Team

Your employees are your toughest customers. They’re the ones you have to sell! If they aren’t happy your customers will know it. As an owner or manager it’s up to you to keep your staff happy and united. Customer service begins internally. From manager to staff, staff to staff and then staff to customer. Here are fifteen tools for internal customer satisfaction:

C is for Courtesy—Use the Golden Rule with your employees. Treat them as you yourself would like to be treated.

U is for Understanding—Communicate! Don’t assume your employees understand what you want. Ask them. And stay connected with weekly staff meetings.

S is for Sales Training—Hire attitude. Teach everything else.

T is for Teamwork—Never ask anyone to do anything you wouldn’t do.

O is for Obligation—Duty, promise, or agreement. Your promise to them and their promise to you.

M is for Motivation—What makes your employees happy? If you know what motivates them you’ll be able to help them succeed—and stay longer in your employ.

E is for Empower—Give your employees permission to think outside of your policy when trying to serve a customer.

R is for Recognition—More than money, prestige, promotion, or power, what a person really wants is recognition. Recognize your employees for a job well done.

S is for Socialize—Once a month I think it’s important to share a meal. Good food, good conversation and no talking about work!

E is for Enthusiasm—Be a cheerleader! The crowd follows the leader!

R is for Reward—Have a bonus system. Your employees have made your business a success. Reward them for their efforts!

V is for Vacation—For you and your staff. Take time off, take daily breaks and have lunch away from the store. Let your employees know you trust them to handle things while you’re gone.

I is for Illustrate—Be a good teacher. If an employee isn’t doing something correctly be certain to show them how to do it right.

C is for Commitment—Do what you say you’re going to do or don’t say it. Don’t expect your employees to give you a commitment if you can’t honor one yourself!

E is for Establish Integrity—Uphold your part of the relationship. Be a genuinely nice person. Your employees will see that you are as good as your word.

 "V" is for Value

“After being disappointed for so long, consumers have become more realistic. Even though experience, emotional engagement and customer service have increased in importance consumers have low expectations of receiving these perks. Therefore, those retailers that are paying attention can take advantage of the opportunities that loyalty offers in today’s marketplace.”—A survey by Brand Keys Inc.

The value of goods but also the value of service. The price is what you pay. The value is what you receive. Make certain your store is known for its value by providing service that is indispensable to your customers. This creates shopper loyalty—and without customer loyalty, you don’t have a business.

In a recent survey from BIGresearch the top 10 elements for the best customer service were defined as: 1) Always helpful. 2) Available staff. 3) A fair return policy. 4) Good communication. 5) Friendly staff. 6) Good prices. 7) A fun store to visit! 8) Fast service. 9) Selection. 10) Quality products.

Sure, tie-dye is a staple in some people’s wardrobes…it is, however, considered a trendy look, not a classic one. The same holds true for spandex denim, acrylic leopard-print “fur” trim, vinyl pants and gold lurex threads running through a black lace tee shirt! Although these trends are what make fashion fun, and it is exciting to have a few of these items in our wardrobe, they are not appropriate in the workplace.

Try these tips when putting together your professional wardrobe for work:

• Buy natural fabrics such as cotton, silk and linen in classic colors—navy, cream or white, camel, charcoal and black.
• Look for suits in wool gabardine—a sleek weave that stays crisp.
• Purchase high quality oxford or pima cotton shirts for your suits.
• Buy versatile fabrics for spring and summer—suits in silk, linen or cotton blends; linen blend shirts and dresses; cotton piqué shirts, dresses, pants and walking shorts.
• Make your underpinnings durable by selecting woven silk, cotton knit, acrylic or nylon blends, cashmere or wool challis.
  

Classic textiles and designs make for a much better wardrobe investment.

The Texas Hill Country—bluebonnets at dusk.

Being a daughter of the Lone Star State it’s hard to imagine a more beautiful spot on earth. I was raised on both a ranch in the Hill Country and the metropolis of Dallas-Fort Worth. Texas holds a special place in my heart. If you find yourself traveling to the area south and west of Austin, north and east of San Antonio, around the Kerrville-Fredericksburg area, you’ll find a little slice of heaven in the springtime. Make sure to contact the local Chambers and Visitor Bureaus. They’ll send you off on backroad adventures that you won’t soon forget. Not only is the scenery breathtaking but the local food and music that Texas is known for will really excite your senses. Here are a few links to get you started: Kerrville Area Chamber of Commerce www.kerrvilletx.com Fredericksburg Texas Chamber of Commerce www.fredericksburg-texas.com Texas Hill Country Lodging Gastehaus Schmidt www.fbglodging.com Luckenbach Texas and Dance Hall, Best Dance Hall in Texas www.luckenbachtexas.com Texas’ Oldest Dance Hall www.gruenehall.com
See previous tips, including travel destinations, here. <Back to Top ©2011 Duncan & Duncan Enterprises LLC P.O. Box 4164 •  Evergreen, CO 80437 •  303-512-7638 •  fax: 303-674-5356