- Producer22/06/2017Should You Try Skin Needling?Hundreds of tiny needles piercing my skin? Oouuch! That was my first thought when I heard of the procedure known as Skin Needling aka Collagen Induction Therapy (CIT) or Micro-Needling. Reading more at ...
- Producer21/06/2017How SugarCRM improves Customer Experience?In the age of digital marketing, words spread quicker than you can imagine, and all it takes is a few negative customer experiences to hurt your business. As Customer Experience (CX) is more important than ever before, smart businesses have been...
- Adventures in Artificial Intelligence Part 3: What is Machine Learning and Why Should You Care? - While AI can be tough to get your arms around, machine learning is complex territory in its own right. In this post, we’re going to break down machine learning into everyday terms and explore how it might play a bigger role in your life out in the field.Machine Learning - Artificial Intelligence Trends | Field Service Management Blogwww.fieldservicematters.com Machine learning is a complex term, but it's something that's in action in our everyday lives. In this post we break it down into everyday terms. Read...
Comments20/06/2017 #1 Sara JacoboviciThank you @George Touryliov for the opportunity to learn about this world of technology that is so foreign to me. At the risk of embarrassing myself, I will offer my perspective. I find that all of these new devices are just sophisticated tools for humans. They work faster and hold more information. Very convenient. Yet, I can not agree with the following statement; "Machine learning is teaching computers to learn as we humans do: by interpreting information from the world around us and bucketing it into manageable categories." Humans interpret information through our sensory system and Central Nervous System. Machines learn from reading all the data inputted by humans. Big difference. Then there is the expression, "reacting to internet stimulus". This stimulus is one devoid of any sensory input. It is strictly based on written language (human or computer) we read. I can not agree with any comparison between humans and machines. We designed a tool called the hammer which has the function of increasing our strength. It cannot develop any muscles.
- 20/06/2017In this article, @Cory Galbraith provides a list of #customerservice 'musts' in order to boost sales, expand our careers and grow our businesses.
1. Use your personality.
2. Always get back to people.
3. Make people feel special.
4. Respect people's time.
5. Use people's names.
6. Look out for clients' money.
7. Be the go-to person.
8. Compete on value.
9. Be honest about what is NOT possible.
10. Listen first, then recommend.
. . . and he provides context for each of these points, so I recommend reading his article.
As a business owner, which of these points are you not doing, or think there's room for improvement?
As a consumer, of these 10 which are your top 3 priorities or requirements for someone to retain YOUR business? For me, it's 10, 9 and 6.The 10 Secrets to Great Customer Servicewww.linkedin.com Despite all the hype around technology, people are still "human". They still want to feel important. They still want to be heard. Based on 30 years...
- In last week’s Employee Engagement installment, we learned that employee engagement creates loyal, productive employees and satisfied customers. The alternative, however, can mean severe consequences for your organization. This week we’ll discuss the costs of low employee engagement, and how to avoid it.Employee Engagement | Costs of Disengaged Workforce | Field Service Matterswww.fieldservicematters.com It’s not uncommon for employees to feel their efforts are ignored by their company. Learn why it's important - and necessary - to engage your...
- Producer20/06/2017The Best Way to Handle Your Special Guest RequestsYour first event of the season is underway.The house is packed. You can feel the energy moving through the halls.The sales team did a great job filling the seats – and your suites.Every suite is full of excited guests.But, you’re still nervous about...
- Producer20/06/2017The Quality Of Your Taxi Ride Determines The Quality Of The TipWhether you are visiting a new city or just looking for a new taxi service to hire, it is important that you know what to consider when tipping the taxi driver. A lot of people ask this question of themselves, that is, how much is the right...
- If you’re in the service industry, you already know that customer experience is important, and you’re probably investing a lot in it. But to be truly successful with customer experience, you first need to invest in your employees. In field service, your technicians are probably going to be the only point of direct contact with the customer. This means your brand reputation is in their hands.Employee Engagement & Customer Experience | Field Service Matters Blogwww.fieldservicematters.com Research confirms there's a strong positive correlation between employee engagement and customer experience. Learn why in our employee engagement...
- Producer16/06/20176 things that hold your Business Development/Sales Teams backI’ll discuss the most common mistakes that hold back business development and sales teams from achieving their goals. While not an exhausted list, it includes some of the most common & overlooked areas of improvement. 1. Hierarchy of...
- Producer16/06/2017How To Create a Sales ScriptCheck out the newest blog post from our COO at Teamgate, Patrick Collins:"Whenever I am working with a startup company and training their sales team, the topic of sales scripts simply cannot be avoided. Many confident salespeople will say that they...
- Producer13/06/2017This One Simple Question Could Actually Change Your LifeI had never before seen so much chocolate in one place. It was like a dream come true. And I was surrounded.But there was something I didn’t understand.I didn’t recognize any of the brands. On closer inspection, I discovered that it was all British...
Comments15/06/2017 #19 Ken BoddieNever hurts to spread some sunshine, Paul. Invariably what goes around comes around, don't you think?
Unfortunately, when most of us ask, "How are you?" or How's your day?", the last thing we really want to know, or even expect, is to be told. There are times we really need to kick back and learn to be good listeners.14/06/2017 #15 John RylanceOn UK radio there is a short one or two minute piece under the title The Listening Project, which is people talking about something that interests/ concerns them. The contributetors are members of the public, their pieces are always thought provoking and interesting/illuminating.14/06/2017 #13 Susan 🐝 Rooks"All I did was ask how someone’s day was, and was genuinely interested, and now I am the one who continues to be impacted, even weeks later. It has changed me."
Profound, yet so simple, @Paul Kearley! But to actually see someone clearly and ask how they're doing requires us to get out of our own heads and lives first, right? And put down the cell phone. Look around. Oh, and listen to the answer . . .
You wrote a beautiful article on this, and I thank you!14/06/2017 #11 Renée 🐝 CormierBeautiful story, Paul. I always look forward to your posts. The best thing about giving love and caring about others is that one way or another, it gets you more love. Feeling love is as beautiful as being loved. When you offer love to others with no expectation of receiving anything, you can actually love yourself more. By nurturing your relationship with yourself, you will naturally have better relationships with others. It's a continuous cycle that feeds our souls and is really very simple to do. You only need to cast off your inhibitions and want to. Love completely changes the quality of our lives. Such is the power of being loving.14/06/2017 #7 Praveen Raj GullepalliBeautiful thoughts Paul. A lot can happen over...Chocolate! ;) The world would indeed be a better place if more folks would stop...to smell the roses; or say Hello Howdy; or read a buzz like this and think about it. When you love People and really do care, every look and smile you receive is a dose of happiness. Every busy person becomes an inspiration.14/06/2017 #6 Lisa 🐝 GallagherWhat a wonderful story Paul Kearley! As I continued to read, I got chills. The blog I read JUST before this one had a meme with Zig Zigler's quote you posted. Maybe someone is nudging me ;-) I love moments that make us dig deep within our souls, introspective moments- they are the best.14/06/2017 #5 Ali 🐝 Anani, Brand Ambassador @beBee@Paul Kearley- this is a great buzz. and I enjoyed every word of it. You moved me with the way you narrated your story . You wrote "Life isn’t about you, it’s about the impact you have on the people you meet each and every day". This alone was enough to urge me and share your buzz three times. Humans are complex, and you provide the simple rules to deal with this complexity. Be nice, care, smile, show care nd little gestures that make the complex look simple.
Salute to you, Paul.
- 12/06/2017Don't miss out on the Summer fun! Check out our list of the top 10 fun and budget friendly things to do in Utah this Summer! ☀ https://money4youpaydayloans.com/10-fun-budget-friendly-things-utah-summer/
- Producer12/06/2017Catch the trade winds “Twenty years from now you will be more disappointed by the things that you didn’t do than by the ones you did do, so throw off the bowlines, sail away from safe harbor, catch the trade winds in your sails. Explore. Dream. Discover.” -Mark...
- Producer09/06/2017<not easy to find a job !!!>Hi, already I lost 2 years in the past and not only with Bebee,,,,,sending a lot candidacies but never was possible to do a second step ! may be that is because I live in Italy ? or for my age ? I would like to live in Tenerife,...
- Producer09/06/2017How to Deal with Sales ObjectionsHi, as a sales person, I am very impatient. I want instant results and my goal is to turn each potential client into a customer. I have worked with startups and trained their sales teams for the past 6 years and I find that most salespeople are...
- 07/06/2017This handy infographic offers a useful checklist and some helpful insight into making sure your company is taking advantage of opportunities rather than coping potential threats.Infographic: Are you prepared for the Connected Customerfieldservicenews.com Today's connected customer is more empowered than ever before - are you prepared for the connected customer? Handy...
- 07/06/2017An engaged employee isn’t interested only in issues that affect him/her individually or the workforce as a whole. They spend time thinking about issues that affect the customer, too, from products and services to processes and interactions. And they’re eager to share their conclusions with management.
Front line employees hear a lot of unsolicited feedback from customers. This gives them access to insight no customer satisfaction survey can provide. For example, employees can tell you about customer comments even if that customer never responds to a survey. They can tell you what makes customers smile the most, and what customers say about competing products or services. This kind of information shouldn’t be hidden away: Get employee feedback . . . regularly and consistently!
When you get employee engagement right, your organization’s employees aren’t merely happy in their work. They’re committed to discovering opportunities and making improvements.
- 06/06/2017Have you experienced a sports injury? Receiving a sports massage can help you heal faster so you can get back in the game quicker!Sports Massage in Cancun, MX - Matrix Massage Cancunmatrixmassagecancun.com Matrix Massage & Spa offers the best Sports Massage services in Cancun, MX. #1 Rated Cancun Massage. Call 998-254-3333 to get yours...
- Producer05/06/2017How To Actually Get What You Want, What You Really Really WantYou cannot be lonely if you like the person you're alone with. ~Wayne W. DyerHave you ever been so turned off by bad service from someone or something that, not...
Comments06/06/2017 #14 Brian McKenzieRestaurants run out of things all the time. Poutine, bacon waffles (yes - thats a thing), banana bread french toast, gumbo, rabbit, gator, sheep testicles (off season of course), oysters etc etc etc. If they out, they out - I get it.
But that still doesn't mean I am putting up with bitchy service.06/06/2017 #11 Paul Kearley🐝#3 @Harvey Lloyd I have often had dealings with "j" people. Then mix it with an "I" and I'm in for trouble. It is very similar to a "c" in the DiSC process. Not very flexible and I want what I want and I want it right now and don't give me any excuses.
I understand that being a server is in no way an easy job, I just believe they have to like people at the start. You can teach everything else after that.
Wouldn't it be great If all customer service people had personality profile training before they started their work.06/06/2017 #10 Paul Kearley🐝#5 wow @Joyce 🐝 Bowen Brand Ambassador @ beBee that makes a lot of sense. Problem is with most people, life is all about them and we want what we want right now not taking into consideration the thoughts or emotions of the person to whom we are speaking. Yes I could have asked for another server, the customer relations specialist in me forbade it.06/06/2017 #5 Joyce 🐝 Bowen Brand Ambassador @ beBee"In a nutshell, here’s what happened:
“Yes, I’d like your special please.” I asked.
“None left” was the blunt reply.
“But it’s only 12:30” I said
“Doesn’t matter, none left” she repeated.
“Do you have anything else to substitute?” I queried.
“The cook won’t let us substitute”.
“Not even if it’s only a half hour into the noon hour and there’s nothing left?”
“Nope. Are you going to order something else or what?”
“Well, I’d like to. What would you suggest?”
“I don’t care. Whatever you want.” She snapped.
“Well, I need time to look.” I said.
“Well hurry up, there’s other people in the line and I go on break in 10 minutes.” She retorted.
“Thanks anyway, I’ll get lunch somewhere else” I said.
“Hey, don’t blame me” she said “I just work here, if you’re going to blame someone, blame the management.”
I left, vowing under my breath to never darken their door ever again."
The psychologist in me jumps to fore here, dragging me a screeching halt in my thought process--a problem in itself.
We often view the person right in front of us to be the Brand Ambassador. You saw the waitress as the face of the restaurant. What went on in this waitress' head must have been a representation of her boss' inclinations. But guess what--the woman could simply have been a bitch, and when her boss found out he probably fired her. Now while it may be true that the waitress mirrored management's policy, it is just as true that it might not. When I run into anything like this, I ask for another representative--or in this case--I would have moved to another table. I never take a situation like this for granted. There could be a pleasant, helpful face right around the corner.05/06/2017 #3 Harvey LloydI wish this was an isolated incident but it appears the autobiography of people is evolving to where their personal brand "is what it is". I meet some of the same bitter folks as you have stated in your conversation with the waitress. Once an autobiography is mentally written it it is hard to change it.
I enjoy Jung's work within the Myers-Briggs concept. Our world is changing to a right or wrong scenario and it plays with folks who have a high "J" as their last letter. I am a high J. It was the worst journey i ever took understanding how in the past i had crushed others with my view of right and wrong. Change did not come easy.
I do believe we can change our autobiography. I can give you a skill in 6 months, changing character or one's autobiography will take a couple of years.
Great read, thanks for the post.05/06/2017 #2 Paul "Pablo" CroubalianWow (which auto-correct kept trying to change to Woe... fitting)
Many establishments forget they are in the food SERVICE industry, but that one takes the cake. Sad that it's not an isolated case.
The Customer Experience issue transcends food service and permeates every industry. Just last week, I spent 45 minutes trying to pay an $8 parking fee. Idiocy. Turns out debit cards must stay in the machine. Credit cards must be inserted and removed quickly. I learned that by accident. There was a label that said insert credit card and wait for on-screen instructions, which never came.05/06/2017 #1 Heenay PatelGreat article, Paul. I'd have done the same as you and walked out. I love your whole idea of “personal management” and taking charge of how we handle our personal/business relationships and responsibilities.
I probably wouldn't have gone back to the restaurant, even if it was “under new management.” You're more forgiving than me.
Anyways, great article. And love the Seinfeld reference.
- 05/06/2017According to Gartner, by 2020 over 40% of field service work will be performed by technicians who aren’t employees of the organization. Most of these contracted technicians will have direct contact with your customers, so it’s important that they maximize the full potential of the interaction. But how can you ensure contracted employees are doing their best to maximize customer experiences?Contractor Management | Field Service Trends | ClickSoftware Blogwww.clicksoftware.com Service organizations are increasingly outsourcing employees to cut costs and expand business. Learn how you can manage this new...
- 05/06/2017With the ever changing practice and behavior, a new principle must be emerged and established for marketing. Consequently, marketing is no longer about compelling events, target value precedence but to inspire people to change their behaviors.The new role of Marketing in the 21st Century - Fortifying Customer's Behaviorwww.bebee.com Before anything would go to public or marketplace, the needs of every person or business are already been established. It is not a hidden concept...
Comments05/06/2017 #1 Heenay PatelNice article Vincent. When you say "Now: Business inspires to affect behavior change, then customers' preference, after." That kind of reminds me of a quote from Steve Jobs, "Our job is to figure out what they're going to want before they do." Basically what you said about inspiring creating change rather than tailoring to something already there.
- Asking these tough questions below will put you in a position to make a truly informed decision about the right rugged tablet PC for your unique mobile team.How To Ask Your Sales Rep The Tough Questions About Rugged Mobile Deviceswww.fieldtechnologiesonline.com Sooner or later, you’ll be in one of your conference rooms with a sales person touting a mobile device they swear will be perfect for...
- Luckily, the second half of the year is full of events dedicated to field service management, customer experience, technology, and employee engagement. Here are a few you might want to attend -Field Service Events - June to December 2017 | Field Service Matters Blogwww.fieldservicematters.com There's always more to learn about field service. Check out this list of field service events taking place in the second half of...
- Check out these steps to see if you need a predictive maintenance strategy. They’ll tell you whether or not your business is the sort that would benefit from predictive maintenance, and whether or not your business would be able to keep up a predictive strategy.Should You Invest In A Predictive Maintenance Strategy?blog.capterra.com Would a predictive maintenance strategy work for you? Check out these three tips to find out whether your facility can...
- According to Gartner’s report, By 2020, 85% of customer interactions will be managed without a human. Chatbots escalation began in early 2016; in less than 6 months, major tech giants either launched Bot development platform, created their own Chatbot or both.Will Chatbots End Mobile Apps? And Why?www.business2community.com Chatbots will eventually replace mobile apps. Maybe in 2020! Chatbots replacing Mobile apps isn’t a new affair. The tech industry has always undergone critical transformations and this happens to...