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Ken Kudos
Archive for the ‘Newsletters’ Category
Ken’s available for workshop’s in USA
30, Jul 2011Hello Everybody, GREAT NEWS! I will be in the USA from mid September to mid October 2011. The trip is to catch up with clients that I partner with by phone and meet them face to face and whilst there to offer my presentations at heavy discount to existing clients. The following is an overview of [...]
- In: Customer|Ken's whereabouts|Newsletters
- Tags: Amp Tips, Bottom Line, Cli, Customer Focus, Dinosaur, External Customers, Great News, Great Workplace, Half Day, Hot Buttons, Laughter, Leadership Skills, Nutshell, Performance Management, Personal Development Plan, Referral Business, Staff Groups, Takeaways, Team Member, Word Of Mouth, Workshop Sessions
The Ten Commandments of Customer Service
30, Jul 2011Customer service is so instrumental to the success of any business I would like to share my thoughts with you on this subject. When I became CEO of Westpac Financial Services in 1994 my first “Contact Point” column in our monthly staff magazine focused on customer excellence. I reminded our team that customer excellence, that [...]
- In: Newsletters
- Tags: Advocates, Attainment, Ceo, Contact Point, Continual Improvement, Customer Excellence, Customer Service, Excellent Service, Excellent Systems, First Contact, First Time Every Time, Job, Obligation, Old Adage, Poignant Reminder, Reason 2, Service Customer, Staff Magazine, Superior Service, Westpac Financial Services
Have an Adaptable Game Plan
15, Jul 2011In my workshops I stress the importance of having a game plan that the team is passionately committed to as we strive to achieve superb implementation. Keeping the team upbeat and energized as they work on achieving their gaols is an important leadership responsibility. There are times when it is obvious to all that implementation [...]
- In: Newsletters
- Tags: Blind Man, Chats, Customer Satisfaction, Financial Planners, Finger On The Pulse, Game Plan, Gaols, Handwritten Note, Holes, Honest Answer, How To Improve Customer Service, Information Highway, Leadership Responsibility, Long Time, Percentile Range, Sessions, Staff Morale, Team Meetings, Team Member, Tweaked
Performance Management
19, Jun 2011Today we are going to talk about performance management. This is a critical part of a leader’s role. While we need to address performance issues promptly, the overriding goal should be getting people back on track, not managing them out. Sure, we can’t afford to carry passengers. But the cost of a “hiring and firing” [...]
- In: Newsletters
- Tags: Annual Salary, Art Form, Daily Basis, Daily Numbers, Exploratory Work, Factual Evidence, Finger On The Pulse, Helicopter View, Industry Experts, Management Roles, Micromanaging, Performance Issues, Performance Management, Personal Development Plans, Recognition Systems, Salespeople, Salesperson, Staff Reward, Team Meetings, Turnover Rates
Weekly Planning
12, Jun 2011It’s imperative to have a weekly plan of what you’ll achieve in the coming week. I would like to share my weekly planner with you because it has worked well for me for many years. Weekly Action Plan Create your own weekly action planner and ensure everyone in the organization utilizes and reviews with their [...]
- In: Newsletters
- Tags: 30 Minutes, Action Planner, Coffee, Daily To Do List, Desk, E Book, E Mail, Finished Results, Free Time, Habit, Half Days, Reminder, Sleep, Weekly Planner
Achieving Outcomes
28, May 2011Well, we have our game plan in place and we’re in the process of getting everyone motivated. That’s a great start; now we need to consider how we’re going to ensure we achieve our desired outcomes. Achieving Intentions I prefer to call “goals” “intentions.” My reason is that in my opinion, having an intention to [...]
Motivation
30, Apr 2011Today we are going to talk about motivation. Most people in business will agree that motivated employees are the best ones. They display a passion for their roles, take the initiative, and want to achieve great results. They are also the most likely to want to develop themselves and achieve success. Hot Buttons: Motivating Factors [...]
- In: Newsletters
- Tags: Commission Structure, Fact That People, Good Leaders, Group Projects, Hot Buttons, Human Behavior, Influencing Others, Interacting With People, John Putzier, Motivating Factors, Motivation, Motivators, Psychologists, Remuneration Systems, Reward Achievement, Social Aspect, Substantial Income, Successful Team, Teamwork, Weird One
Explore Your Wow Factors
3, Mar 2011Let’s acknowledge some important realities of conducting business today. Marketing has become inescapable, competition in most industries is fierce, and most customers face many demands on their time and attention. The challenges here are apparent: It can be tougher than ever before to reach customers. However, wherever there is a challenge, I see an opportunity [...]
- In: Newsletters
- Tags: Advocate, Baggage Claim, Business Today, Challenges, Customer Care, Exceptional Customer Service, Family And Friends, Flights, Horror Story, Moment Of Truth, Outstanding Service, Planes, Problem Oc, Realities, Referrals, Retail Purchase, Sad Reflection, Salesperson, Successful Marketing, Wow
Extreme Customer Service
1, Feb 2011When I became CEO of Westpac Financial Services in 1994 my first “Contact Point” column in our monthly staff magazine focused on customer excellence. I reminded our team that customer excellence, that is, the attainment of raving advocates, will be the key to our ongoing success. It will become what differentiates us from our competitors. [...]
- In: Newsletters
- Tags: Advocates, Attainment, Ceo, Contact Point, Continual Improvement, Customer Excellence, Customer Service, Economic Times, Excellent Service, Excellent Systems, First Contact, First Time Every Time, Obligation, Old Adage, Poignant Reminder, Promises, Reason 2, Staff Magazine, Superior Service, Westpac Financial Services
Recruiting Dad Style
19, Jan 2011This story relates to an employee that he recruited and gave a chance despite being told by a number of sources that this man will let you down…big time. This man, Peter, was 25 years old, with a wife of 24 months and a new baby just 6 months old and had been sacked from [...]
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