Do you know someone that has a great story to tell? I am
looking for stories of people determined to create a positive legacy. This may
be speaking directly to you? If you have started your own company, written a
book, recorded an original composition, play an instrument at the local nursing
home in your area, are an artist of some kind, I would love to promote your
story. If you read further you will see what I mean… My first story is about
the President of Robert C Davis & Associates, Bob Davis. In the spirit of
full disclosure, he hires me for work at his client sites.
Bob Davis has written a book called “The Quality
Conversation”. I have read it and it contains a lot of great ideas for people
that manage call centers and sales and service organizations. It also contains
great advice on the best ways to engage people to create a mutually beneficial
conversation. These “Quality Conversations” are based on a sincere interest to
help the customer find the best solution, and communicate in a personal way
with each and every individual we connect with.
Here is an example from Chapter 4: “Living and Working with
Enthusiasm”
‘Professor William
James, the respected Harvard psychologist and philosopher, wrote, “Action seems
to follow feeling, but action and feeling go together; and by regulating the
action, which is under the more direct control of the will, we can indirectly
regulate the feeling, which is not”. In other words, if you act
enthusiastically, you will be enthusiastic! This is great advice.”
I like to tell the agents I train, if you wake up and say
this is going to be a great day! It will be. If you wake up and say this day is
going to be horrible, it will! Imagine the increase in performance that people
can achieve just by being enthusiastic. Sales and customer service is improved
when customers feel like the people they are dealing with love what they do.
What better way to “show” that than to be enthusiastic? Simple but powerful,
and imagine what can happen if we as leaders reinforce what Bob is suggesting
every day! Bob not only discusses the “soft” benefits but discusses techniques
that have produced real ROI at organizations resulting in millions in “hard”
dollars.
Bob and I have been working together in some capacity for a
few years now, and it has been an absolute pleasure! Bob lives by what he
believes and has delivered in this book. I have had the opportunity to see him
in a number of capacities. I have observed his training skills, sales skills,
and people skills up close and personal. He is as authentic as the day is long.
When you are working with Bob his genuine interest in helping people shines
through and people respond accordingly.
In the book which is a very easy read, well written, and
broken into 14 chapters, you will find dozens of nuggets you and your teams
will find valuable in your everyday interactions. A few of the chapters are:
Your Attitude; Taking a Genuine Interest; Living and Working with Enthusiasm;
Goal Setting; and The Power of Self Confidence. The nuggets in this book will
provide value in both your professional and personal life. Whether you are in
sales, retention, or customer service in a contact center, or manage people in
this capacity, the lessons are valuable. Even if you are not in a call center
you will find plenty of great advice to use in your daily pursuit of making a
positive difference in your life and organization.
If you would like to find out more about Bob and having a
“Quality Conversation”, you can go to www.robertcdavis.net
and contact him directly. I will guarantee you if you contact him he will
return your call or e-mail in a flash. Bob understands that if people reach out
to you, it is important to get back to them and respect the fact that they have
taken their valuable time to do so. As I said, he practices every lesson he
teaches!
I get to talk to Bob often and I always learn something I
can apply in my personal interactions with others. You will too. I hope you
will send Bob a note and let him know that you read this and congratulate him
on his book. I would appreciate that as well. Thank you!
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