"If you understand how it benefits a customer and you get to know your customers, then you can promote or upsell products that are a good fit for them because you know them."
Key Moments
02:21 Employee motivation for cross selling.
04:36 Importance of understanding, rehearsing, and training for product sales.
07:12 Promote products by understanding and educating customers.
12:19 Cockrell Academy is shifting to individual courses.
Resources
Upselling Your Products
It takes a clear understanding of your customer to encourage and motivate employees to upsell products and services through service.
Providing thorough education on the products and services offered will empower your team. Once they understand what they are selling, they will be able to confidently engage with customers and understand the value of each offering. When employees understand the benefits of a product or service, they can effectively communicate how it can serve the customer's needs.
Offer solutions, Nnot just sales. Encouraging a mindset of offering solutions rather than just making a sale can significantly impact how employees approach upselling. By focusing on how a product or service can benefit the customer, employees are more likely to authentically promote offerings that are genuinely valuable to the customer.
Embrace personalization of your product or srevice. The power of personal touch cannot be overstated. Whether in a traditional business or in a digital environment, personalized interactions resonate with customers. Personalized outreach and product recommendations can effectively capture a customer's attention and convey genuine care, enhancing the upselling process.
It wouldn't be right to talk about knowing what your customer wants without sharing an exciting update that we are revamping the Cockrell Academy. All our courses available for individual purchase. Whether you're interested in mastering time management, honing leadership skills, or elevating customer service, you'll soon have the opportunity to access our wide range of courses on-demand.
Make sure to listen to this episode in full to hear more on upselling your products. And if you want to plan a vacation, make sure you reach out to Magical Vacation Planners. They get to know their customers so much that they know exactly what experiences you'd love. You can reach them at 407-442-2694.
“Most people want to do a good job, but they just fall back into their habits.”
Key Moments
01:07 Managers need to reinforce good habits in employees.
05:17 Leadership requires empathy and patience.
08:02 Frontline staff are key to customer experience.
10:31 Consider time and effort before making changes.
Resources
Follow Through With Training
Every manager has had to train new employees at some point in their leadership journey. Recently a listener reached out with a relatable question. Tina said, ““I train people, but a few weeks in, not only are they not doing what they were trained to do, they have even picked up poor habits. What do I do about it?" There are several ways to effectively train new employees, rectify bad habits, and reinforce company standards.
It is vital that leaders are present and observant within your organization. Correct employees immediately when they deviate from the training. On the flip side, make sure you are consistently reminding them of the desired behaviors. It’s like parenting. You need patience and repetition to instill positive habits. Routine and repetition are your best friends. And if things don’t change right away, don’t let yourself get too frustrated.
Morning huddles or pre-shift meetings are a great way to reinforce company standards. These short sessions can serve as a platform to refresh employees on essential behaviors, taking care of the customer, and paying attention to detail. By doing this every morning, managers can effectively correct issues and ensure that employees are aligned with the company's expectations.
It is important to reinforce training and messages consistently, considering employees' limited experience and knowledge. The training process should involve a recurring reinforcement of the key principles rather than a complete retraining of all employees. Do this along with routine observations and immediate feedback or corrections can significantly contribute to the development of a well-functioning team.
When employees consistently fail to adhere to the current training, it's time for managers to make a judgment call. If essential corrections and reminders have not resulted in improvements, it may be necessary to consider making personnel changes. Ultimately, managers should decide if a change is needed after extended efforts to rectify the situation.
Make sure to listen to the full episode for more on the importance of consistent observation, training reinforcement, and knowing when to make changes to build and maintain a successful team. Remember, managing new employees is a bit like parenting, where lots of patience and guidance are needed.
One group that continuously follows through with training is Magical Vacation Planners. They make sure everyone on their team is ready to help plan your next vacation. You can reach them at 407-442-2694.
"Poor and good are the same because they're not great. And I think if you want to be world class, you have to have that attitude that poor and good are the same."
Key Moments
00:08 - What Does it Mean to be World Class?
04:51 - Examples of World Class Businesses
06:30 - Importance of Consistency, Excellence, and Commitment
11:59 - Maintaining a World Class Business
14:40 - Cockerel Academy and World Class Workshops
Resources
Become a World Class Organization
Many people want to have a "world-class" organization, but few truly know what they mean by that. During the years I worked at Hilton, Marriott, and Disney I was able to experience it first-hand. With that said, world-class customer service is not reserved only for famous and large-scale organizations. Even a small corner restaurant in your town can be world-class if it ticks all the right boxes. Consistency, excellence, and customer satisfaction are integral to being world-class.
Consistency is the key to achieving world-class customer service. From the moment your customers interact with your brand, they should feel a sense of familiarity and trust. By consistently delivering exceptional service at every touchpoint, you establish a reputation for excellence that sets you apart from your competitors.
Excellence is not just a goal, it's a way of life when it comes to providing world-class customer service. It means going above and beyond for your customers, exceeding their expectations at every turn. Whether it's anticipating their needs before they even arise or providing personalized solutions tailored to their individual preferences, excellence is about consistently striving for greatness in every interaction.
Commitment is what separates the ordinary from the extraordinary in the realm of customer service. It's about making a promise to yourself and your customers that you will always go the extra mile to ensure their satisfaction. This unwavering commitment is what builds trust and loyalty, turning first-time customers into lifelong advocates for your brand.
By implementing these into your own business practices, you'll be well on your way to creating a truly magical experience for each and every one of your customers. Make sure to listen to this episode to discover how you can make a lasting impact on the lives of those you serve.
Remember: To be great, everything matters.
Also, we are so pleased to share this exciting news. We've hit 4 million downloads! A big thank you to every one of you. Your unwavering support and love have been instrumental in getting us here.
Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
“It’s natural to complain about what we didn't get in life instead of remembering what we have."
Key Moments
00:57 Reminding employees of support and solutions provided.
03:29 Showing appreciation through listening and communication.
07:26 Respectfully communicate, record feedback, and communicate back for trust and improvement.
09:40 Opinions matter. Communication is essential for positive morale.
12:56 Cockerell Academy and newsletter
Resources
Let Your Team Know What You've Done For Them
When leaders effectively explain the actions taken to address their teams’ concerns, it leads to greater trust and appreciation. It starts by actively listening to employees' concerns and ideas. By creating a system to record and address their feedback, you build trust and show that their opinions matter. Leaders need to keep employees informed about the actions taken based on their feedback. Whether it's fixing a leaking water fountain or providing more coat hangers, acknowledging, and addressing their needs is crucial.
The natural tendency for individuals is to focus on what they didn't receive rather than appreciating what they have been given. This extends to employees, who may remember what their leaders failed to address, rather than recognizing the efforts made on their behalf. It is important to periodically remind employees of the actions taken to address their concerns and improve working conditions. This acknowledgment serves as a powerful form of validation. It shows that their opinions are valued, and their needs are being actively tended to. While leaders may worry about coming across as boastful, communicating your actions isn't about self-promotion. Instead, it's about showing appreciation, building trust, and making employees feel valued.
Creating a 'you said, and we listened' newsletter is one way to detail the feedback received from employees and the actions taken to address their concerns. This not only demonstrates transparency but also shows respect for the employees' viewpoints. Leaders are encouraged to explain the reasons behind decisions, whether they pertain to implementing suggestions or facing constraints. This open communication and genuine transparency cultivate a culture of understanding and mutual respect within the workplace.
Understanding and empathizing with the employees' experiences is incredibly important as a leader. Seemingly simple requests such as additional coat hangers for housekeepers or functioning equipment holds major importance in the daily operations. By acknowledging and addressing these concerns, leaders communicate their empathy and dedication to ensuring a conducive work environment. The acknowledgment of these efforts communicates a powerful message—leaders recognize and value the vital contributions of every team member.
By being present in the operational environment, leaders can better understand the needs and challenges of their teams. Actively engaging with employees not only provides insights into necessary improvements but also signifies the leaders' commitment to truly understanding and addressing the concerns of the team.
Make sure to listen to this episode to hear more about the power of acknowledgment and effective communication. Let your team know what you’ve done for them in a way that creates a more inclusive, respectful, and thriving work environment.
One group that will always let you know what they've done for you is Magical Vacation Planners. Let them plan your next vacation and communicate all the ways they are making that dream trip happen. You can reach them at 407-442-2694.
"Success came from the way they started, the way they were persistent, the way that when they had a problem, they worked through it.”
Episode Highlights
00:57 Business success comes from founders' persistence and passion.
04:24 Excellent service and quality product helps business growth.
08:45 The impact of Disney, Hilton, and Marriott success in existing vs. new industries.
14:20 Successful business strategy to Identify problems, find solutions, seek improvement.
Resources
Make a Big Deal Out of the Little Things
Newer businesses have a lot to learn around the things that have kept Hilton, Marriott, and Disney successful for over 100 years. These companies have stood the test of time. One of their greatest strengths is emphasizing the importance of paying attention to even the smallest details. Each of their founders had relentless passion and persistence. They also made sure to lay the groundwork for offering exceptional customer service and an unwavering commitment to cleanliness and friendliness.
The ethos of Hilton and Marriott are their attention to detail and pursuit of improvement. Those have been key factors in their exceptional growth and success over the years. It’s amazing seeing the success of newer business that are applying these principles. Coffee for The Soul is my favorite coffee shop and a perfect example of a company that is thriving by making a big deal out of the little things.
Focusing on the small details can lead to long-term success, regardless of the business's age or industry. The leaders of these successful businesses also have an unwavering persistence in the face of challenges. They believe in their vision and push through tough times to achieve greatness.
There is a lot to learn from the success of these companies. From the commitment to hiring, training, and treating employees well, to their dedication to delivering exceptional customer experiences. Rather than reinventing the wheel, seek out the best in your field and find ways to make their methods even better. Use what you learn to carving out your niche in the market.
Make sure to listen to this episode to hear more about the basic principles can often have the most significant impact on a company's long-term success. No matter what industry you're in, these timeless lessons in leadership, management, and customer service can be the key to your own long-term success.
If you want to have a great vacation, then talk to our friends at Magical Vacation Planner. They pay attention to the details. Reach out to them at 407-442-2694.