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Getting Extraordinary Results By Tom Shay
 

Getting Extraordinary Results By Tom Shay

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'How do you coach employees to excellence?" This Tom Shay presentation provides you with insider tips of successful businesses. www.profitsplus.org

'How do you coach employees to excellence?" This Tom Shay presentation provides you with insider tips of successful businesses. www.profitsplus.org

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    Getting Extraordinary Results By Tom Shay Getting Extraordinary Results By Tom Shay Presentation Transcript

    • Tom Shay, CSP Certified Speaking Professional
    • Approaching the opportunity from five directions:
      • How we hire
      • How we educate
      • How we instruct
      • How we solve problems
      • How we sell
      www.profitsplus.org
    • The traditional way:
      • As long as we continue to perform the task in the same manner, we should not expect to obtain results different from those we have been receiving.
      www.profitsplus.org
    • How we hire
      • Improving the “help wanted” ad
      • The job description and application
      • The interview
      www.profitsplus.org
    • How we hire
      • Utilizing a “boomerang” employee
        • No “break in” period
        • Gain from their outside experiences
        • Testimonial to the lack of “greener grass on the other side”
      www.profitsplus.org
    • Creating your successful staff meetings
      • Initial staff meetings
      • Immediate need policies & procedures
      • Knowledge sharing
      • Desired policies & procedures
      • Job specifications
      www.profitsplus.org
    • Creating your successful staff meetings
      • Job descriptions
      • Chain of command
      • Involve others
      www.profitsplus.org
    • The basis of leadership
      • Sound leadership has got to come down from the top. It will not percolate up from the bottom.
      • - J.D. Power III
      www.profitsplus.org
    • Incentives do work!
      • Use them to increase sales
      • Use them to resolve problems
      www.profitsplus.org
    • A dozen questions to ask yourself when giving instructions:
      • 1. Do they know why they should do it?
      • 2. Do they know how to do it?
      www.profitsplus.org
    • A dozen questions to ask yourself when giving instructions:
      • 3. Do they know what they are supposed to do?
      www.profitsplus.org
    • A dozen questions to ask yourself when giving instructions:
      • Are they confident your way will work for them?
      www.profitsplus.org
    • A dozen questions to ask yourself when giving instructions:
      • 5. Have you asked any questions about how they think it should be done?
      www.profitsplus.org
    • A dozen questions to ask yourself when giving instructions:
      • 6. Do they understand the importance and timeliness?
      www.profitsplus.org
    • A dozen questions to ask yourself when giving instructions:
      • Is there a reward for doing it?
      www.profitsplus.org
    • A dozen questions to ask yourself when giving instructions:
      • 8. Is there a penalty for a poor performance?
      www.profitsplus.org
    • A dozen questions to ask yourself when giving instructions:
      • 9. Does this person have the skills to do this work?
      www.profitsplus.org
    • A dozen questions to ask yourself when giving instructions:
      • 10. Are you asking them to do this task because you cannot do the task?
      www.profitsplus.org
    • A dozen questions to ask yourself when giving instructions:
      • 11. Is there enough time and the necessary tools to complete the task?
      www.profitsplus.org
    • A dozen questions to ask yourself when giving instructions:
      • 12. Do you check on the progress of the task, or wait until the staff member tells you they are done?
      www.profitsplus.org
    • The proof is in your staff
      • Has your staff “test driven” your business for you?
      • Have you tried the cellular phone or pager test?
      www.profitsplus.org
    • Extraordinary results in helping customers
      • I am not mad at you. I am just unhappy with the business, product, or service.
      • OK. Breathe deeply. And it is OK to talk to yourself.
      www.profitsplus.org
    • 7 Steps to getting more business from an unhappy customer
      • Thank you for telling us
      • Allow them to vent
      • Ask questions
      • Take notes
      • How can we correct this?
      • Make the necessary decision
      • Follow up
      www.profitsplus.org
    • Our house rules for problems
      • Do I have to take that off of that customer?
      • Call in the troops!
      • Just let me get it off my chest!
      www.profitsplus.org
    • Differentiation
      • The best companies do not differentiate between their employees and their customers
      • - Robert Levering
      www.profitsplus.org
    • It is what you say, and how you say it that wins customers over
      • Closed end questions:
        • Can I help you?
      • Leading statements:
        • You didn’t buy that at …
      www.profitsplus.org
    • It is what you say, and how you say it that wins customers over
      • Open end questions:
        • How can I help you?
      • Probing questions:
        • What type have you previously owned?
      www.profitsplus.org
    • It is what you say, and how you say it that wins customers over
      • Emotional:
        • I know you enjoy…
      • The #1 question to ask:
        • Why?
      www.profitsplus.org
    • www.profitsplus.org
    • An extraordinary person knows:
      • The customer doesn’t care how much you know, Until they know how much you care!
      www.profitsplus.org
    • An inadequacy that goes uncorrected sets a new standard www.profitsplus.org
    • Final Note www.profitsplus.org
      • This presentation will be specialized to your industry and your attendees’ specific needs.
      • For more information about having Tom present for you, contact us at (727)464-2182 or visit our website: www.profitsplus.org