It’s That Time of Year…Again, Part 2

It’s That Time of Year…Again, Part 2
By Jason W. Womack, MEd, MA – Workplace Performance Expert

In It’s That Time of Year…Again, Part 1, we explored the first two areas that are important to evaluate each new year:  your mindset and your network. Here’s more information:

YOUR SYSTEMS and TOOLS: What are you using? What aren’t you using? What system or tool do you need (or need to learn) to do your work more effectively?

Your productivity and time management is intricately tied to how you use your gear, systems, and tools. Consider taking time to learn how to maximize one or two of your technologies. Consider purchasing a system or tool you have been thinking about for a while and take time at the beginning of the year to save time throughout the year.

For example, use your cell phone to take pictures during the first dozen or so meetings you go to next year. Take pictures of the whiteboard and/or flip charts. Then, when you do your weekly debrief, review those pictures to see if there are any new thoughts or ideas to add to next week’s planning.

Move into this year by focusing on the past one. Consider the areas of productivity that will make the biggest difference not only to what you get done, but how you get those things done.

Jason W. Womack, MEd, MA, is a workplace performance expert. For more information, visit www.womackcompany.comand


It’s That Time of Year…Again

It’s That Time of Year…Again, Part 1
By Jason W. Womack, MEd, MA – Workplace Performance Expert

Productively speaking, there are four areas to consider as you look to start up another year: your mind-set, your network, your body, and your systems and tools.

Take some time, maybe just 20 minutes, and write your responses to the questions and thoughts about the prompts below. Invest time in yourself, and get ready for an even better year.

YOUR MIND-SET: How have you been thinking? What new ideas have you attracted lately? And how are you prioritizing your work and life projects?

Much has been written on the psychology of productivity and engagement. But what have you written about it? Each time you sit down and create a to-do list, you scratch the surface. Take some time and look at “how” you’re working, not just what you have to do. Give yourself the gift of your own attention, and study your productivity mind-set. For example, find a book on thinking, planning, and organizing (such as Psycho-Cybernetics by Dr. Maxwell Maltz or The Effective Executive by Peter Drucker). Review the first few chapters for new ideas you can experiment with during the first couple of weeks of the new year.

YOUR NETWORK: With whom have you spent the most time this year? With whom did you want to spend more time? How can you set some meetings with people of influence early in the new year?

Focusing on productivity, you are your network. Your habits, thoughts, and routines are here because they are influenced and supported by those around you. As you look at some of the things to change (or enhance) going into the new year, consider the “who.” If part of your performance goals for next year is based on innovation and creativity, for example, consider inviting the most creative and innovative people you know to lunch once a week for the next five weeks. Build your network in the direction you are going.

For example, create a mind map of the several people you know you will turn to throughout the year for ideas, advice, and counsel. Invite each person out to lunch once or twice each month. 

Be sure to check out It’s That Time of Year…Again, Part 2 for information about areas three and four.

Customer Satisfaction vs. Customer Elation

Customer Satisfaction vs. Customer Elation
Raving Fans Raise the Bar for Acceptable Service
Striving for customer satisfaction is like going for the bronze. You won’t be remembered as the best unless you really exceed the customer’s expectations. Take the phrase “customer satisfaction” out of your vocabulary, and instead strive for “customer elation.” Your customers must be so impressed that they are actually excited to spread the word about you and the exemplary service you provide.
In their book, Raving Fans: A Revolutionary Approach to Customer Service*, Ken Blanchard and Sheldon Bowles write:“Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create Raving Fans.” Once you begin to create a following of your own raving fans, keep track of them in your database with a special code, and track the number of referrals they provide to you.

I have done this in my own business, and when I know I have exceeded my clients’ expectations I send out a personal thank you letter upon the closing of their loan. I remind them that my business is referral based, and if they have a friend or relative who they feel would benefit from the type of service I provide, I would like to meet with them or give them a call.

I continue to stay in touch with the clients in my database on a regular basis. My personal assistant or another member of my team will place a call to ensure the client is well taken care of, and if they have any further questions, they know we are always available to serve their needs.

Each client receives a quarterly newsletter that includes information about the current market conditions. My team and I have the ability to monitor interest rates, and by using a trigger in our database, we are able to notify the client if and when an opportunity arises to get them a better rate by refinancing their loan.

By providing this type of service, I have acquired a reputation as being much more than a loan officer who simply quotes rates; I have established myself as a Trusted Advisor in our community. I look forward to meeting with you to discuss the possibility of doing business and providing your clients with stellar service, which will also be a great reflection on you.

Look for more Business Boosters coming your way!

*© 1993 William Morrow & Company, Inc., 1st edition. ISBN: 0688123163.