Skip to Navigation | Skip to Content

Blog

Browse blog posts by or

Browsing posts under "HR and Training"

NEW RELEASE: Your Words Matter: Navigating the Hazards of Social Media, Texts, Emails and more!

Your Words Matter Training Video on Electronic Communications

I love electronic communications! Emails, text messages, social media are all easy, convenient, and often a lot of fun.  These messages allow me to have more contact with customers, vendors, friends, and family. 

At the same time, I worry about this.  I often ask myself, “Am I saying something that might be misinterpreted? What if my messages become public? If a major news outlet published what I said, would it reflect poorly on me professionally or on my company?”  I try to think of this when I’m sending my messages.  And I talk about this with everyone I know both at work and socially.   

Every day in the news, it seems that someone has gotten into hot water because of something they said on Facebook, Twitter, or in an email.  People seem to forget that their words matter.

That’s why we created a new program called (not surprisingly) “Your Words Matter.” 

In this new program, we look at electronic communications. Through dramatic vignettes, we explore some of the things that can go wrong and provide some practical advice for avoiding these pitfalls.  Here’s a trailer that shows what this program is all about:

If you’d like to see the complete preview, you can visit our website:

Click here to preview the entire program or buy the DVD.

 Click here to stream or download "Your Words Matter".

 Click here to subscribe to Enterprise Media's entire training video library.

 

Posted under Corporate, What’s New, Training Ideas, HR and Training, Enterprise Media News, Social Media by Stewart on Oct 06, 2015 | Comments: 0 | Comments Off

Is it Time to ReCharge Employee Morale?

Many of you know about our bestselling programs with Sam Glenn. Sam and his team have offered friends of Enterprise Media a 10% discount on this conference... the details are below!  Here's some information on his "Lead to Engage" event in November:

Great leaders understand that teamwork makes the dream work.  They work hard to get the best results from employees, despite budget cuts or pressured demands.  They rely heavenly on engaged employees.  Employees who love what they do, give their best everyday.  Their best attitude and efforts show up in how they treat customers, connect with co-workers, get sales, solve problems, do more with less, lead others and achieve productive results.  These employees are called "engaged".  Leaders who value employee engagement understand it is a key necessity to organizational  success.  The National Employee Engagement Conference is a customized event for leaders who want to create a more engaged and productive culture, learn the latest strategies for taking engagement to the next level and network with others in leadership roles.

You are invited to join Sam and his team this November 7/8 in Chicago for a year end event.  We planned this event to be year end, so you could use any budgets you have left over.  We also planned for this event to be wrapped up on Friday so you could enjoy Chicago before the holiday seasons. 

We encourage you to register early, as seating for this event will be limited and once it is sold out, you will have to wait till next year's conference.

SAVE 10% ON REGISTRATION!

Sam and his team are offering Enterprise Media customers and friends a 10% discount on this conference.  To get the discount, you'll need to call to register (and tell them that you'd like the Enterprise Media 10% discount).  The number is: (866) 818-9675

Learn more about this event at www.LeadtoEngage.com

Posted under Sam Glenn, HR and Training, Special Offers, Motivation by Stewart on Aug 20, 2013 | Comments: 0 | Post a comment»

Seven Ideas For Great Customer Service

Customer Service Excellence

 

As you know, I think customer service is one of the key strategic advantages for any organization.  Great service makes your company memorable.  Customers come back and they tell others about you. 

Here are seven ideas for delivering great customer service:

1. Greetings Matter

When a customer first meets you - in person or on the phone it so important.  It "sets the stage" for everything that follows.  You need to make the customer feel welcome. 

2. Keep a Positive Attitude

You know when you walk into a store if the people working there are happy to see you or if they're just waiting until the clock runs out.  Your attitude matters!  It affects customers.  It can affect your coworkers as well.  If you want some ideas on how to have a positive attitude, check out the free previews of "The Happiness Advantage" or "Fish" on our website.

3. Listen

It's really important to listen to your customer.  What do they need?  If they have a problem, you should carefully listen to them and repeat their story back so they know you've heard their concerns.  Listening is one of the skills that will really help you at work.  And listening is a skill that helps you in other ways - with sales, and interaction with your associates at work. 

4. Pay Attention to Your People

When you think of great service, which organizations come to mind?  Probably companies like Zappos, The Container Store, Wegman's and others are close to the top of the list.  These organizations all have one thing in common:  They pay attention to their employees. As Herb Kelleher from Southwest Airlines says, "We pay attention to our employees first.  They'll take care of the customer and then, the shareholders will be happy." 

5. Training

OK, I know this suggestion is a little self-serving, but training does matter.  You should use training so your team understands the importance of service - and what good service looks like.  In addition, it's important to reinforce this message on a regular basis so everyone in your organization maintains the highest level of service. People get tired... they forget about customer service as they do their job day after day... and then your service suffers.  So reinforce the customer service message on a regular basis.

6. Little Things Mean a Lot

I know that I love it when a store remembers my name or recalls something that I like.  I think the little things matter with customers.  These small things show that you care about them. And, as a result the customer wants to keep coming back. It's also great if you can connect to the customer by mentioning something that they've told you in the past.  Perhaps about their family or a significant event.

7. Saying "Thank You" Matters

Finally, you should thank your customer.  Remember, they often have lots of choices where they can get the same service.  So if they have decided to come to you and your organization be sure to thank them for coming!  Invite them back!  And be sure to stay in touch with them.


Posted under Lists, Customer Service, Miscellaneous Thoughts, HR and Training by Stewart on Mar 04, 2013 | Comments: 0 | Comments Off

Four Reasons Why Etiquette Matters in the Workplace

My friend Robert Dimmick has been writing about Etiquette for years under the name "The Etiquetteer."  I like his wit and humor (as well as his sensible advice).  I also think that etiquette may be a surprisingly powerful resource for HR professionals...

You're probably asking why am I writing about etiquette?  Isn't this a concept that has gone out with powdered wigs and the Model T?   The answer is simple: I believe that most of the principles of etiquette can help you in your workplace - today's workplace.

Here are some of the ways in which Etiquette can help:
  1. Etiquette helps with customer service: Let's face it, good customer service comes from politeness and genuine interest in the needs of the customer.  Improve the level of etiquette and you'll improve your service.
  2. It helps build respect in the workplace:  When we look at harassment in the workplace, much of the problem seems to stem from a lack of, well, politeness.  If you look at the scenarios that are shown in our respect and harassment prevention training videos, you'll see scene after scene of bad, boorish behavior.  Maybe, if we all tried to be a little more polite, then the incidence of harassment (and the attendant productivity reductions) would diminish. 
  3. It can be a way to reduce workplace conflict:  Workplace conflict can and does happen.  But if your team exhibits respectful, polite behavior, the likelihood of this happening is reduced.
  4. Good behavior also is a boon to business:  You can achieve more if you have good and positive working relations with colleagues, vendors, and customers.

Here are a few great articles from The Etiquetteer for you:

Thoughts on Customer Service.

Thoughts on Office Etiquette.

I encourage you to poke around the website.  You'll find lots of insights and quite a bit of humor as well!

Posted under Miscellaneous Thoughts, HR and Training, Management, Respect in the Workplace, Etiquette by Stewart on Feb 01, 2013 | Comments: 0 | Post a comment»

Five Ideas to Improve Happiness, Success, and Performance at Work

Many of us have been told that if we work hard, we’ll be successful, and once we’re successful, then we’ll be happy. But decades of scientific research have proven that this formula is backward. Happiness makes us smarter and more efficient-it actually fuels our success. Shawn Achor, Harvard Professor and host of our new program, The Happiness Advantage has a whole set of strategies that you can use to do this. Here are five:

  1. Practice random acts of kindness: Every time you perform an act of kindness, however small, your brain enjoys a spike in happiness. Write a thank-you note, compliment a colleague’s tie, or drop coins in a stranger’s meter.
  2. Invest in your social relationships: Your social support network (friends and family) are the best predictor of success and happiness. Remember to invest in your social support networks!
  3. Exercise: You know about the physical benefits of exercise, but don’t forget the mental ones: just 30 minutes of exercise can act as an anti-depressant. Another study found that executives who started a regular exercise routine experienced a 70% improvement in their ability to make complex decisions.
  4. Start with small, manageable goals: When you fell stressed and overwhelmed at work, don’t panic. The best way to get control of the situation (and improve your happiness) is to start with small, manageable goals. This helps you gain confidence so you can gradually take on larger and larger tasks.
  5. Avoid Multitasking: We live in a world that almost demands that we multitask... And we can do it: the only problem is, when we attempt to multitask, our brain actually decreases our success rate on both of those tasks. So focus on one task at a time!

These are just a few ideas that you’ll find in our new release, The Happiness Advantage. Our customers have already told us they love the program and are using it in the workplace. We think you’ll agree! Take a look at the free preview and see for yourself.

The Happiness Advantage Training Video

Posted under Best Sellers, What’s New, Training Ideas, HR and Training, Leadership, Management, Corporate Strategy, Shawn Achor, The Happiness Advantage by Stewart on Apr 13, 2011 | Comments: 0 | Comments Off

EnterpriseMedia.com X

Fresh, delicious, crisp...

Yes, we do still include a popcorn package with each DVD purchase. It’s our way of saying "thank you" for being our customer!