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Greetings!
We hope you all had a great 4th of July holiday and rejoiced in all that makes our country truly great. The weather was great here in North Dakota -- we couldn't have asked for a better holiday.
Now that we've rested and rejuvenated our souls, we're
more ready than ever to help your organization Maximize Possibility. Please enjoy this week's newsletter!
"In the presence of trouble, some people grow wings; others buy crutches"
-Harold W. Ruoff |
| Why Customer Service Initiatives Fail |
 Perhaps this has happened to you and your team before...
You hire an outside consultant or purchase a training program online with the hope of bringing your organization's level of customer service to the next level.
The training is implemented, but some team members just don't seem to "get it" and within a week or two things are right back to where they were and the only thing you have to show for it is a lighter pocketbook and a stack of useless 3-ring binders.
The truth is that the training initiative was doomed from the start. Chances are that the program was what we like to call "Drive-by-Training".
This type of training acts like a band-aid on a deep cut. The band-aid might help to slow the bleeding initially, but to truly and effectively heal the cut the root of the problem must be addressed and sutures applied. Without an understanding of the root problems behind your customer service woes no real and lasting change will ever occur.
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QBQ! QuickNote - "When are we going to hear something new?" |
This week's QBQ! QuickNote takes a look at Tom Sween, CEO of Minneapolis based E.A. Sween Co., makers of Deli Express sandwiches sold in convenience stores across the country.
E.A. Sween Co. sells over one million sandwiches each week and attributes much of its success to a culture of personal accountability.
Tom Sween is one who believes that keys to success, such as practicing Personal Accountability, are timeless and never go out of style. For fifteen years Tom and his team have "walked the talk" and made personal accountability a driver of success for E.A. Sween.
Creating a culture of Personal Accountability should be a top priority for all organizations. Team members who think and practice Personal Accountability can bring about incredible changes for an organization. The blame game disappears, morale increases, and Customer Experiences are enhanced all thanks to the power of Personal Accountability.
The Rainmaker Group is proud to offer powerful day long QBQ! workshops instilling the power of Personal Accountability into teams and organizations across the country. For more information about these workshops or to purchase John Miller's books, QBQ! and Flipping the Switch Visit our website at: http://www.personalaccountabilityatwork.com
John Miller is author of QBQ! The Question Behind The Question, the authoritative guide to practicing Personal Accountability.
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| Ask Us - "What separates good from great performers?" |
 Chris Young - Founder, The Rainmaker Group
One of the most common issues we hear brought up in our industry is how to identify top performers before they are hired and how to improve the performance of those already within one's organization.
An analogy I refer to frequently is one espoused by SL Parker author of 212°: The Extra Degree. In his book Parker makes a simple but powerful observation: water at 211 degrees is just hot, but add only one degree of heat and that water will boil.
This is a great concept to apply to business. In so many situations it is often very small differences that can make all the difference in a team member or organization's performance.
I've identified what we call The Rainmaker 10 -- ten attributes that separate good from great performers.
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