Top Performers: Are You Too Intelligent to be Effective?

April 28, 2008

What do top performers have in common?
They develop simple, easy-to-maintain organizational processes

The more moving parts something has, the more likely it is to break down. This basic premise from mechanical engineering holds a lot of wisdom for people in any field. Sometimes we are victims of our own intelligence; we decide that the complexity our brains are capable of is the level at which we should always operate. That’s why some software applications seem insanely complicated and it takes five hours to put up a singing Christmas tree.

Wynn Solutions studied 5,000 top performers in 323 organizations and 21 industries and found one major trait that the most successful had in common: They create systems that are simple and easily taught and that have consistent repeatability.

Sometimes we make processes complicated so people will think they have more value. (Our research uncovered a group we called “the strugglers” who used this approach.) Unfortunately, complex systems that are difficult to operate and explain make the people who created them look like they are not that good at what they do. That’s why the smartest people are often not the most successful or not in charge of the big projects. Something complicated may be the glorious brain child of the brilliant; it’s just kind of hard to tell if it’s working. I guess the key to creating a successful process is to be smart enough to not outsmart yourself.

There are some easy to use organization tools on the market today. Here is a new organization tool that provides a lot of flexibility that people are talking about. You might want to check it out.

Get organized with GTDTiddlyWiki:

Everyone has to find their own killer personal organizational app, and for me, it’s a single, free HTML document called GTDTiddlyWiki. The self-contained standalone mini-wiki is packed with features but it doesn’t dictate how you work – it provides a canvas on which you can design your own process improvements and workflows.


Customer Service: What People Remember

April 28, 2008

You can provide the information customers need and have a great reputation for service and quality, but how a customer feels about the conduct or attitude of the person they deal with when they need service is what they remember and repeat to others.

Studies show 1 person will tell 11 people about rude behavior and that 11 will tell 55, so 67 people hear about the behavior. If that happened 25 times in 5 years, that’s 1,675 people; that’s a small town that doesn’t like you.

Here are some great ways to improve how a customer feels about their experience with a customer service representative:

  • People are much more likely to agree with those who agree with them first! Customers want you to agree with them. The person asking questions is in control of the conversation. Get them talking about the issues, you can let them know you agree and have a recommendation
  • Leaders set the tone for customer service. If you have employees, they need to see you doing the things for customers that you are asking them to do. Leadership by example: You set the culture for your organization.
  • Great customer service reps don’t hold their customers too accountable. A customer may be 100% at fault and now need you to help them out of their problem. You have to make a decision to be responsible and accountable as much as you can be. You keep customers by being accountable. The number one complaint customers have is that the service providers hold them accountable for their problem and they feel like they are paying for it never to be their fault.

I ran across a great example on the “Love Them Up and Keep Them Forever” blog

Who’s to Blame and Does It Even Matter? « Love Them Up and Keep Them Forever™:

What I saw was a customer service person who felt that he was being blamed for the situation and didn’t have the skills to manage his emotions. He didn’t “get” that when a customer is upset, it’s never personal. It’s always about the customer’s relationship with the company, not with you as an individual. As a representative of the print shop, we all would have been much better off had he simply calmed me down with a quick “I’m sorry, ma’am, I’m working on this as quickly as I can. Do you need me to hold on to the order for you and you can come back later tonight?”

Check our programs and articles for more information

Customer service is dying and I’m not feeling so good myself
Customer service training programs
Customer service keynote programs


Dealing with people we don’t like: Personality conflicts

April 26, 2008

Sometimes personality conflicts are based on the fact that we are a lot like the person we are in conflict with: “If you spot it, you got it.” It’s not always the case, but it happens often. If we can look at the role we play in the conflict, it allows us to communicate and motivate more effectively. “If you can only work well with those you get along with easily, you will have very little influence in the world.”


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