JJ's Tips in this issue:
1. Moving Sale on Video
2. Becoming A Good Leader
3. JJ's Favorite Quotes
4. Tele-Coaching & Tele-Mentoring
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MOVING SALE - Leadership/Customer Service Video
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Remember the last time you moved and how surprised you were that you had accumulated so
much "stuff"? I'm in the process of moving my home, and office too, from Los
Gatos to San Jose, California and have decided to have a sale on one of my products.
This is your lucky day! You can purchase this popular and proven leadership/customer
service video for under half price if you answer this email with a check for $25, plus $3
for handling in US. Add $2.06 CA state tax if you're in California. This is a limited-time
offer until July 15, 2004.
Title: Empowering Your Front Line - How to Manage Customer Relations video. (1 hour, 40
minutes) This is for those who manage employees and internal-external customer relations,
or would like to some day.
You will learn to:
* Provide support mechanisms & skills for front line personnel
* Learn principals and techniques of sales through service
* Evaluate present management styles
* Understand total customer care
* Empower with company vision and training and
* Manage your customer satisfaction program better
Mail CHECKS ONLY to:
Lauderbaugh & Associates, Inc.,
1716 Husted Ave.
San Jose, CA 95124.
For the first 20 orders, a FREE list of "Pitfalls to Avoid" for managers will be
sent with the video.
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Use the following tips as training tools.
Present this situation to your group and brainstorm solutions together, or submit your own
situation question to be answered in an upcoming newsletter.
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SITUATION QUESTION:
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What do I need to be a good leader when I become one? Some of my bosses have been great to
work for and others have been terrible. How do I ensure that people will like working for
me?
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SOLUTIONS:
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You learn as much about how to be a good or even great leader from the bosses you have not
liked or admired. You learn what NOT to do from them.
The leaders who have inspired you, and have become managers or leaders of choice in your
work experience, teach you what a good leader needs to do.
They make you feel safe and cared about even during dramatic change and chaos in your
workplace.
They bolster your self esteem as they stretch you beyond what you thought you could
accomplish.
They also know you are a work in progress and will give you slack when it's needed.
A reader and exceptional leader, Jay Michlin, recently sent me one of his favorite quotes
on leadership.
It's a timeless quote from the sixth century B.C. Chinese philosopher, Lao Tsu:
"For the best leaders, the people do not notice their existence.
The next best, the people honor and praise.
The next, the people fear.
And the next the people hate...
But when the best leader's work is done the people say, 'We did it ourselves!'"
To understand leadership, think of a symphony orchestra. Think of the inspiring beauty of
all the members playing together and in harmony, each contributing his or her part with
passion and precision. Yet every player is a proud and individualistic artist. Getting
them to meld together as an orchestra is like herding cats.
That is exactly what conductors do, and what separates great conductors from all the
others. When we hear the magnificent sound of an orchestra led by a great conductor, we
say, "This is a great orchestra", not merely, "This is a great
conductor." And the members of the orchestra say, "We did it ourselves."
Great leaders make others feel great about themselves and what they have created together.
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JJ's FAVORITE QUOTES:
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"Begin with praise and honest appreciation. Call attention to people's mistakes
indirectly. Talk about your own mistakes before criticizing the other person. Ask
questions instead of giving direct orders...Make the fault easy to correct. Make the other
person happy about doing what you suggest."
- Dale Carnegie
"Be not afraid of life. Believe that life is worth living and your belief will help
create the fact."
William James
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Tele-COACHING & Tele-MENTORING
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DO YOU WANT TO IMPROVE in an area?
Customer service or sales?
Inbound or outbound call center sales and service?
Dealing with irate internal or external customers?
Motivation and growth of your people?
Leading and Coaching your staff?
TRY our one-on-one Tele-Mentoring (phone coaching service) that is available to business
owners, executives, managers, supervisors and staff members.
Call for your FREE CONSULTATION now! 800 500-9656 or 408 445-1590
_________________________________
EVALUATION OF YOUR ENVIRONMENT:
_________________________________
Have you had an Evaluation of Your Environment lately so you could receive suggestions on
improving it? (It's like the doctor's check up, you often don't know you need it, until
after you've had it.)
http://www.jjlauderbaugh.com/about.html
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ABOUT JJ:
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JJ Lauderbaugh, CPCM (NEW ADDRESS & PHONE)
1716 Husted Ave
San Jose, CA 95124
408 445-1590 or 800 500-9656
JJ works with companies that want to give exceptional customer service to increase sales,
and with Directors and Call Center/Help Desk Managers who want to improve human
performance.
She's an international speaker, trainer, facilitator and certified management consultant
(CPCM) on customer service management, specializing in performance improvement, call
centers, up/cross selling and outbound calling.
For training resources, free articles, tips and streaming video, go to our web site at
http://www.jjlauderbaugh.com
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Copyright and Reprints:
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Reprint permission is granted when the following credit appears:
© JJ Lauderbaugh, CPCM, Lauderbaugh & Associates, Inc., 2004. Reprinted with
permission from JJ's Tips, a monthly internet newsletter. For your own personal
subscription, email jj@jjlauderbaugh.com.
_______________________________
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Our database is "never-sold or shared".
You can make a difference! Send your questions and comments as they are always welcome.
Thanks,
JJ
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