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Jana Love

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THE ART OF LISTENING & COMMUNICATING

Jana Love | Dec 18, 2018 9:08:00 AM

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In the workforce, one of the most important things we need to be constantly working on is bettering our communication. This entails both listening and making sure that you are being correctly heard. A company cannot run without streamlined communication as it’s the foundation of success. Whether you are in a management role, or you are an employee, it is important to hone in on your communication and listening skills.  

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Topics: Communication, Listening, Being Attentive

THE INSIGHT OF KINDERGARTENERS: Customer Service 2018

Jana Love | Dec 11, 2018 9:04:00 AM

From the mouths of babes... For the last 5 years we have provided you with this segment during the holidays, and each year those darling 5 to 6 year old children give us, the Professional Customer Service people, a fun moment of pause. Their insights on the service industry are light, uncomplicated, and usually spot on. So, sit back and enjoy the innocent perspective of what a kindergartener thinks of customer service:

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Topics: Humor, Customer Service, Customer Service Skills

HOW ENGAGED ARE YOUR EMPLOYEES?

Jana Love | Dec 4, 2018 9:06:00 AM

When evaluating an employee’s performance, it is also important to reflect on how they are being treated. The way in which an employee is valued can directly correlate to how they perform on a daily basis. This is especially true with the new generation of employees who view jobs as a means to a lifestyle and not a lifestyle itself. 

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Topics: Loyalty, Leadership and Management, Job Satisfaction

Say This, Not That: Lost in Translation

Jana Love | Nov 13, 2018 9:07:00 AM

What we say and what our customers hear can have two totally different meanings. Be aware that many phrases that are used daily might need to be considered as to whether or not what's being said is leaving the best impression. Here is an example—the customer is paying for their purchase and says to the person handling the check out, "thank you."  Sadly, 9 times out of 10 the person checking them out will say, "you're welcome" and leave it at that. Isn't this backwards? The customer is thanking the seller?! This is such a pivotal moment in leaving the best, last impression. Although, "you're welcome", is a nice phrase, if the customer does not receive a sincere, "thank you", the "you're welcome" feels like and sounds like, "NEXT." 

When considering how all team members represent your business by what they say and how they say it, these statements below offer some reflection on what not to say. 

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Topics: Demonstrating Consideration, First Impressions and Greetings, Communication

THE SALES PROCESS: Step Three GAINING COMMITMENT

Jana Love | Oct 23, 2018 9:04:00 AM

StepThree Gaining Committment (102318) 

As we wrap up the third step in the Sales Process Series, your number one goal in sales is to gain commitment from the customer. However, The Sales Board wrote a blog on the research they found stating that, "...salespeople need dramatic improvement in achieving Sales Objectives and Gaining Commitment at each milestone of the sale." Their statistics show that 62% of salespeople fail to ask for commitment. That is a lot of potential sales heading out your door. 

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Topics: Gaining Commitment, Being Attentive, Listening

THE SALES PROCESS: Step Two ADVANCING THE SALE

Jana Love | Oct 2, 2018 9:07:00 AM

StepTwoAdvancingTheSaleAre you ready to explore the next significant step of building a successful sales conversation? Knowing the steps to take to move the call along professionally will positively enhance sales closure. Remember you can't force a sale, you need to earn the sale. And to do that, some homework prior to the call is required. Let's get started.  

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Topics: Sales and Selling, Feature and Benefit Selling, Customer Experience

Tips and resources on how to be a master of customer service and sales; to improve yourself personally, as an employee, and as a leader; and much more.

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