Issue 93
Inside this issue:
Audie McCarthy founder and president of Marrek Solutions Inc. Click here for Audie's bioLisa Dennie Training Associate Click here for Lisa's Bio
Sherry Pelkey Marketing Coordinator & Trainer Atlantic Canada Click here for Sherry's Bio Contact:
63 Southmeadow Cres. Stoney Creek, ON L8G 3E6
Phone:
905.662.3407
Email:
Web:
I was recently reminded of the power of a smile in customer service when my husband and I were at my son’s hockey game at a local arena. It was a tournament with lots of people there. My husband had been rushing around all day so he did not have a chance to eat and thought he would grab a hot dog at the snack bar.
At the snack bar there was a handwritten sign, barely legible, stating that there were no hot dogs, nachos, chocolate milk and one or two other items.
He asked for a hamburger and the teenage girl said, “Ok, but they take a really long time to cook” (with a smile - positive - at least she warned us!)
As the hamburger was cooking someone else came up and asked for coffee. She told them there is only one pot so he would have to wait until it is brewed.
She asked my husband what he wanted to drink and he asked for a Coke. She told him they were all out of Coke (still smiling) so he asked for a Sprite. She warned him that he Sprite was really awful (still smiling).
She offered him a diet coke but he decided to try the “awful” Sprite and she said, “I wouldn't drink it but if you want to try it and if you don't like it I will give you something else” (still smiling and with a friendly tone of voice).
She was the only one at the snack bar and it was really busy. She handled everyone, even the young ones who took forever to decide between a red or blue slushie, and always spoke nicely with a smile. Finally the hamburger was ready and we both left smiling.
Morale of the story - the wait was too long, the "product" we wanted was not available, the sign was unprofessional, the product he got (Sprite) was sub-standard, there was not enough staff, but the young lady was amazing!
Smile - it will overcome almost anything!
Have a great week.
Audie
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Audie is proud to be part of the OPTIONS Conference panel entitled “Work 2008 – The Expert’s View” on Thursday, May 8th at the Hamilton Convention Centre.
Audie will be presenting her thoughts on “Today’s Workplace: Employer Expectations”. For more information please visit http://www.optionsconference.ca.
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Brantford Chamber of Commerce Business Growth Learning Series Public Relations and Promotions
April 24th, 2008 from 9 am -11 am at the Chamber office ( 77 Charlotte Street)
Presenter: Barry English, President, TDG Marketing
Register online at www.brcc.ca
Oakville Chamber of Commerce
Business After Hours Proudly Sponsored by Euro-Line
Appliances Inc. and Spacco Italian Eatery and BarDate: 2008 May 14
Time: 5:00pm - 7:00pm
Location: Euro-Line Appliances Inc. 2278 Speers RoadFree for Chamber members and first time guests
$10.00 for second time guestsNo Registration required
Contact : brendan@oakvillechamber.com
Stoney Creek Chamber of Commerce
April 30th - Chamber Networking OpportunityHamilton Business Park
1100 South Service Rd.
4:30 - 7 pm
Light Refreshments, Draws & Tours
RSVP Chamber Office2007 Citizen of the Year
The Grand Event will be held on May 15th at Galileo's Gardens and emceed by Audie McCarthy .
For tickets, contact the Chamber Office
Pre-paid seating only
Contact Connie at 905 664 4000 for more information.
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Workshops
Mohawk College- (Tools for Business Series)
The T4B Fall Calendar is now available on line..
Effective Time Management – NEW – One-day course – April 28 – Fennell Campus
This one-day workshop is designed to help the participants increase their performance at work by introducing time-management techniques and providing an opportunity to apply them in the learning environment. Participants will assess their personal deficiencies and learn how to stop procrastination and other time wasters.
Mastering Communications with Personality Profiling – April 29 – Fennell Campus
This one-day workshop explores the communication process and provides an understanding of the communication skills required to effectively interact with fellow employees and staff. Participants learn principles of effective communication, understanding different personality types, identifying motivators that encourage people, and so much more!
Successful Selling Techniques – April 30 – Fennell Campus
This one-day introduction to sales workshop is intended to help improve your sales results through the use of the six-step selling process. Topics include: discovering personal strengths and how to use them to connect with customers, mastering the art of relationship-building, the philosophy of the soft sell and securing repeat business.
Inspiring Multi-Generational Teams – May 1 – Fennell Campus
This one-day workshop provides participants with strategies to effectively motivate and inspire work teams. Participants demonstrate their understanding of managing versus leading, through role-play and small group activities.
Developing Cohesive Teams – May 2 – Brantford Campus
This one-day workshop explores three steps for effective team building. Participants learn about recruitment selection, team dynamics, and performance evaluation, as well as identify critical success factors in team building, conduct a short exercise, and complete a template for their personal use on the job.
Training for Results – May 6/7 – Fennell Campus
This 2-day workshop assists individuals who have responsibility for training in their organization. We will cover basic skills, identifying strengths, adult learning principles, communication processes, utilizing training aids, analyzing training requirements, the steps in developing and conducting training, strategies for learning, training techniques, skill demonstrations, and evaluating the results.
Managing Performance – May 9 – Fennell Campus
This one-day workshop guides participants through employee motivation and goal-setting, coaching and performance feedback. Participants practice coaching and employee feedback in this non-threatening environment.
Problem Solving – May 12 – Fennell Campus
This one-day workshop addresses two major factors of problem solving: flexibility and creativity. Participants will use these factors to examine key problem-solving techniques, such as examining assumptions, modeling, shifting paradigms and drilling down.
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The Power of a Smile
- Don’t become defensive when things go wrong.
- Maintain a calm attitude and customers will be calm also.
- Show your calm by your tone of voice.
- Say no without negativity.
- Be factual and polite.
- Give your customers options, even if they are limited.
- Let them know you are there for them.
- Be patient with them and they will be patient with you.
- Make them feel important by being present for them.
- Smile – it can overcome almost anything!
Always remember the power of a smile!
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April 21 , 2008
"Do not anticipate trouble, or worry about what may never happen. |
