Need an Attitude Adjustment? Go Pro!

Our attitude shapes our environment – it’s the difference, to use a cliché, of seeing the glass as half full or half empty.  Our outlook on life is the road map that guides the quality of our lives.  A simple way to look at attitude is this:  Attitude is the way we communicate how we’re feeling to other people. 

Positive, optimistic people exude a favorable attitude that draws like-minded people toward them. It’s just natural to want to be around people who have an uplifting influence, who don’t pepper most conversations with negative remarks. When we are pessimistic and continually expect life to be negative, we put up a barrier to other people.  And, the ones we attract are the grim reapers of the world.  Those with nothing kind to say and those that think things are bad and that things are only going to get worse.

Attitude is shaped in our mind, it’s the way we look at things, circumstances, people...it’s our perspective. We’re in control of our perspective so we are in control of our attitude. 

Life is very challenging and it is naïve to think we can be 100% positive 100% of the time. Excessive optimism can appear false and may, in fact, at times be inappropriate.  

When things are going well, it’s much easier to maintain a healthy outlook.  The challenge comes when something happens to test our positive perspective.  

The difference between a positive and negative person is the positive person knows that she or he will bounce back, that whatever the situation, they will not be bogged down in it forever.

 

Why is attitude so important to delivering customer service?

Customer service super stars know that managing their attitude helps ensure they have a stellar performance.  Super stars get on purpose and become committed to excelling at performing  (just like actors in a movie or a play).  They know their lines, they are dressed the part and are well-rehearsed.  Even when life hands them a hard knock they act the part they are expected to play.  In sports they call this "sometimes you have to play hurt". The game must go on .  

Another thing customer service professionals, like bank tellers, new account representatives, and call center agents have learned is this - act your way into a new attitude.  

• When you don't feel good, act like you do and you'll feel better.  
• If your heart aches because of a broken or troubled relationship, kick up your acting a notch and you'll feel better.
• The next time your are suffering with disappointment or disillusionment, change your focus to what you have to be grateful for and you'll better.   

What is the lesson in this?  Go pro.  Never forget that attitude is important to the quality of every aspect of your life.  The pros know that you have to focus on both your attitude and your performance.  If either one is in need of an adjustment, take full responsibility to change what you are thinking or what you are doing to get the results you are after.  When need be, adjust both!

Still learning,

Honey

Hot Tips for Training Others at Your Bank

Take Control of the Training Room Right Away

If you are committed to being effective at training others at your bank or credit union, here are few hot tips for you.  Whether you are training one person or fifty, lay the ground rules in your training environment first thing.  Solicit input from attendees about what they think are best practices that make for an excellent training environment.  Post the results on a flip chart or whiteboard for everyone to see throughout the training event.

Here is a starter list...keep the to about ten or so.

1.   Cell phones off or on vibrate.
2.   Check messages at breaks.
3.   No texting during class.
4.   Participate willingly.
5.   Be on time for class and when breaks are done.
6.   Answer questions.
7.   Have fun. 

Learn more about excelling at trainer bankers

Click on TRAIN THE TRAINER BOOT CAMP 

Stay Tuned to What You See

Be observant and respond to what you see by taking action that keeps the trainee's interested. Watch for signs they aren't "getting it" or, they need a break.

Behaviors	What It May Mean
Smiling Nodding affirmatively Leaning forward Making eye contact	Enthusiasm, Interest, Understanding
Yawning Vacant stare Shuffling feet Leaning back in chair Looking at clock	Boredom, We need a Break, Get Me Out of Here!
Frowning Scratching head Pursing lips Vacant stare Avoiding eye contact	Confusion, I'm lost, I need help

  

Still learning,

Honey

Cross-Selling Tips for Bankers

You must always set the stage for cross-selling with excellent service and a positive image.  Start your day off with cleaning up your work area, stocking it with supplies and marketing material.  Include brochures, business cards and if you have a special offer create a tent card for your window by tastefully mounting a screen shot or newspaper ad for display. Clear picture frames make excellent props for displaying brochures or advertising. Focal points generate conversation so you will want to support any effort the company has put forth in statement stuffers, signage and advertising.

There is an old adage that goes like this “people don’t care how much you know until they know how much you care.”  How you convey that you care begins with a smile. 

Be Inquisitive, Engaging and Prepared

• Appear friendly and approachable
• Introduce yourself, look them in the eye
• Use their name
• When it’s appropriate start and end on a handshake
• Pay them a sincere compliment
• Get to know them as a person
• Engage them with questions that express care and interest

“How’s your week going?”

“Tell me about your family,”

“Tell me about your work.”

“What’s new with you?”

“Have any big plans for this time of the year?”  

Put these tips to work for you and you will ace your job at the branch!   

Still learning,

Honey 

Customer Service Reality Check

Have you ever noticed that some things seem so clear from the outside, yet from within, things become cloudy and confused? We often see this in politics, when we accuse—often with good reason—elected officials for being “out of touch with reality”. What seems like common sense to us just doesn't seem to filter into that bubble.

Bad customer service is almost ALWAYS a result of being out of touch with customer reality. It's really quite simple; and perhaps even too simple to grasp, since we're often in search of complicated answers to complicated problems.  Here's the insight to memorize:

Customers like to be treated

like they matter to you!

Do have an automated recording telling customers that their call is important to you—so important that you keep telling them this over and over that by the time they reach 10 minutes on hold, it actually becomes insulting for them to be told that they're important—when they obviously aren't?

Is your team trained to actually listen and find out what the problem is and what solution the customer would like, before they try and “resolve the situation”?  Learn how to provide training that will make a difference with my Training That Sticks workshop that is now available on CD-ROM.

Do you have a checklist of all of the things that you personally loathe about customer service?  Become committed to behaviors that ensure you excel at customer service and become very focused on the behaviors you want to eradicate from the workplace.  Send me your list of each one!

Still learning,

Honey